Common use of Incident Escalation Clause in Contracts

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. Service Provider’s Provider responsibilities include: 1. Provide a process for escalating to Service Provider’s Provider 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 DCS Service Component Provider(s) Providers 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 and DIR Customers, 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 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 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.)user. 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 incidentsIncidents, 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 Provider management team and/or DIR’s and DIR Customers’ management team. 8. Track information regarding escalations to include frequency of usage by DIR Customers.