Incident Escalation. Service Provider’s responsibilities include:
1. Provide a process for escalating to Service Provider’s management, Incidents not Resolved in the time frames appropriate to the severity of the Incident and the priority of the user.
2. Provide process and procedures for DIR, DIR Customers and other Service Component Provider(s) to escalate Incidents.
3. Define and maintain Incident escalation procedures in the Service Management Manual.
4. Escalate Incidents according to processes and procedures approved by DIR, and documented in the Service Management Manual.
5. Automatically prioritize high-impact Incidents, as defined by DIR such that they are treated with the highest priority.
6. Provide for emergency escalations to authorized tier-2 suppliers, Third Party Vendors and other Third Party Resources by and at the discretion of DIR.
7. Implement escalation processes and procedures that reflect and describe at a minimum the following items:
7.1. Severity Level of the Incident.
7.2. Impact on affected Users (e.g. location of the Incident, names and/or number of users).
7.3. Priority of the User (e.g. Executive Director, Legislative request, etc.).
7.4. Elapsed time before an Incident is escalated for Resolution as if it were the next higher Severity Level.
7.5. The levels of involvement (and notification), for escalation of incidents, of Service Provider management and DIR and DIR Customer management at each Severity Level.
7.6. Investigative and diagnostic activities to identify temporary workarounds for each Incident.
7.7. Incident Resolution activities to restore normal service in compliance with the Service Levels.
7.8. Ability to Resolve Incidents by matching Incidents to known errors that are stored in a Known Error Database.
7.9. Ability to Resolve Incidents by implementing workarounds that are stored in a Known Error Database.
7.10. Process used to escalate Incidents to appropriate support teams when necessary.
7.11. Process used to escalate Incidents to Service Provider’s management team and/or DIR’s and DIR Customers’ management team.
8. Track information regarding escalations to include frequency of usage by DIR Customers.
Incident Escalation. 1. In case of operational issues affecting the availability of the services provided to users:
a) The Hosting Entity will inform without delay the EuroHPC Joint Undertaking’s responsible and propose corrective actions.
b) The Hosting Entity will assess the severity of the issue and its impact on the users of the EuroHPC Joint Undertaking.
c) The EuroHPC Joint Undertaking and the Hosting Entity will agree on the actions to be implemented.
d) The Hosting Entity will monitor their implementation and provide feedback to the EuroHPC Joint Undertaking.
Incident Escalation. Incidents reported to Splash Access Help Desk will be escalated in line with the details below. Splash Access management will be made aware of issues according to the below timeframes. Elapsed time represents the number of clock hours that have passed since the issue was first classified by Splash Access. Resolution is deemed to have been achieved if a temporary fix is created. Splash Access Support Manager – if incident is not resolved within target time. General Manager – if Level 1 or 2 are not resolved within 1hr of target resolution time, Level 3 within 6hrs of target resolution time. Technical Officer – If Level 1 or 2 and not resolved within 2hrs of target time, Level 3 within 12hrs of transaction time.
Incident Escalation. In the event that there is a prevailing special circumstance (eg. a ‘one off’ urgency) within their business, the Customer may escalate the priority of reported incidents above the level set within the definitions in this agreement by expending available Service Credits. For each priority level escalated, 1 Service Credit will be decremented from their balance (eg. P3 to P2, P2 to P1). At the cost of an additional (1) Service Credit, the Customer may optionally escalate a P1 incident to P1 7 x 24 x 365 service response should it be the case that their Agreement does not provide for this coverage. All priority and service hour escalations must be requested by telephone to mitigate latency and ensure clarity of understanding. UK public (Bank) holidays observed by Smoothwall are: New Year’s Day (1st January), Good Friday, Easter Monday, May Day, Spring Bank Holiday, Summer/August Bank Holiday, Christmas Day (December 25th) and Boxing Day (December 26th). Note that when Christmas Day, Boxing Day (December 26th) or New Year’s Day (January 1st) fall on weekend dates then the immediately following ‘normal working day’ (eg. Monday) is taken as a public holiday in the UK. The standard USA public holidays observed by Smoothwall are: New Year’s Day (1st January), Presidents Day/Washington’s Birthday, Good Friday, Memorial Day, Independence Day (July 4th), Labor Day, Thanksgiving (4th Thursday in November and the following Friday), Christmas Eve (December 24th) and Christmas Day (December 25th). Note that when Christmas Eve, Christmas Day, New Year’s Day (January 1st) or Independence Day (4th July) fall on weekend dates then the preceding Friday or the following Monday will be taken as a public holiday. Smoothwall Engineers may need to remotely access Customer systems in order to effect incident investigations and resolutions. It is Xxxxxxxxxx’s strong recommendation that the Customer provides such remote access utilising a secure encrypted connection (eg. VPN, SSH, HTTPS or using the TeamViewer remote access software provided by Smoothwall). Xxxxxxxxxx would be pleased to discuss this requirement further with the Customer if required and may, subject to agreed charges, provide design and installation for same. When remotely accessing Customer sites Smoothwall staff will rely upon the Customer for their guidance on local system security and system access permission issues.
Incident Escalation. In the event that an incident cannot be resolved by the Suppliers’ Managed Service desk level engineers within a timeframe commensurate with the incident’s impact and urgency, the incident will be escalated to a higher level and/or management. If the incident is categorised as a priority 1 incident and cannot be resolved solely by the Supplier, then the Supplier may seek the assistance of the appropriate vendors. In the event of doing so the relevant service level agreements as dictated by the vendor will be applicable.
Incident Escalation. The Contractor shall provide a mechanism for expedited handling and increased communication of Incidents that are of high mission priority to Government, Customers, and other vendors, based on the assigned Severity Level, in compliance with the escalation processes described in the SMM. Where Incidents are not resolved in the agreed time frame, Contractor shall provide a process for Customers and Service Providers to escalate to EITSI Management. Such process and supporting procedures will be defined and maintained in the SMM. Contractor shall ensure that the escalation process and procedures describe all relevant information on the Incident, such as: severity, impact, priority of the user, timeframes, and means attempted for resolution, and level of involvement of all parties. The Contractor shall automatically prioritize high-impact Incidents, as defined by Government, such that they are treated with the highest priority. The Contractor shall track information regarding escalations to include frequency of usage by Customers and Integrated Service Providers.
Incident Escalation. Incidents reported to Clickpesa Tanzania Help Desk will be escalated in line with the details below. Clickpesa. Tanzania management will be made aware of issues according to the below timeframes. Elapsed time represents the number of clock hours that have passed since the issue was first classified by Clickpesa Tanzania. Resolution is deemed to have been achieved if a temporary fix is created. Clickpesa Tanzania Support Manager – if the incident is not resolved within target time. General Manager – if Level 1 or 2 are not resolved within 1hr of target resolution time, Level 3 within 6hrs of target resolution time. Chief Technical Officer – If Level 1 or 2 and not resolved within 2hrs of target time, Level 3 within 12hrs of transaction time.
Incident Escalation. The goal of the escalation process is to assist in returning your application to an operational state as quickly as possible. Ultimately, the closure of the incident to your satisfaction is desired. All incidents that cannot be resolved by the Help Desk Analyst (1st level support) or the Technical Analyst (2nd level support) will be promptly escalated to our Product Specialists (3rd level support). Should our third level support be unsuccessful, management will be notified and additional resources may be brought from appropriate departments. Your SMA (Software Maintenance Agreement) must be paid up to date for all software and licenses installed, in order to qualify for any upgrades and/or for the noted services described. If SMA is alowed to elapse for 3 months or more, Maintenance Connection Software (such as LoginHub, MC Everywhere, DataHub) is eligible for future SMA by paying for 70% of the elapsed SMA plus any proffessional fees required to bring you up to date. If SMA is allowed to elapse (unpaid) for 3 months or more, Maintenance Conneciton Inc software (such as MRO) is not eligible for future SMA. Note, both Maintenance Connection Inc. and Maintenance Connection Canada consider 70% of the SMA fee to be for upgrade features and related. The remaining 30% is for the other rights and privedleges under this contract.
Incident Escalation. Any required escalations can be progressed through your CCG Locality Manager or directly to Informatics Merseyside via IM’s Service Delivery Manager Xxxx Xxxxxxxx Xxxx.Xxxxxxxx@xxxxxxxxxxx.xxx.xx or IM’s Account Manager, Xxxx Xxxxxxxxx Xxxx.Xxxxxxxxx@xxxxxxxxxxx.xxx.xx
2.3. Service Maintenance
Incident Escalation. If any incident is not adequately resolved to the satisfaction of either the Licensee or the Supplier within twenty four (24) hours of report or is designated as a Category I or Category 2 incident, then all such incidents shall be escalated as follows: · Category 1 - Immediate escalation after report to duty manager and to senior management of the Parties. · Category 2 - Immediate escalation after report to duty manager, two (2) hours after report, also escalated to senior management of the Parties. · Category 3 – Twenty four (24) hours after report, escalated to duty manager and to senior management of the Parties. · Category 4 - Never escalated, but it is recorded and notified.
