Incident Escalation Procedure Clause Samples
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Incident Escalation Procedure. In the event the Resolution or Workaround time has surpassed the limit agreed upon in Table 1 above, and once an escalation has started, the process below should be respected: The Client’s Incident is escalated to the first escalation point provided by Nakisa; If the matter is not resolved or addressed within three (3) Business Days after being escalated to the first level, the Client can raise the escalation to the second escalation level; If the matter is still not resolved or addressed within three (3) Business Days after being escalated to the second level, the Client can raise the escalation to the third escalation level; If the matter is still not resolved or addressed within three (3) Business Days after being escalated to the third level, the Client can raise the escalation to the fourth escalation level.
Incident Escalation Procedure. Either Party may, in its discretion, contact the other at any time to discuss an open Incident Report with higher management of the other Party. Such higher management shall consist of the Customer Manager at OneNeck and the Corporate IT manager at Client. Escalation contact phone numbers of managers of both Parties shall be included in the Management Procedures Manual.
Incident Escalation Procedure. Vendor agrees to provide an incident escalation procedure as part of the Contract. The escalation procedure must identify who should be contacted, the order the contact should occur, and what additional Vendor resources will be added at each escalation stage of the incident.
39. Service Level Agreement Requirements and Reporting
40.1 Minimum Service Level