Issue Escalation Clause Samples

Issue Escalation. EITS Governance shall strive to resolve the vast majority of issues at the operational level. The EITSI is expected to facilitate the issue resolution processes, in accordance with other processes in the PWS and Call Orders and the SMM as applicable. However, not all issues will be resolved at the operational level, so the governance model will include an escalation process designed to promptly and efficiently escalate the issue for resolution. Where the Government, the Customer, and Contractor determine an issue cannot be resolved at an operational level and it cannot be resolved with escalation to EITSI, the issue is escalated to the Relationship Forums.

Issue Escalation. Plan is inserted as follows: As part of the Mini-Bid, the Authorized User may require the Contractor to develop and submit an issue escalation plan. The escalation plan should describe how the Contractor will manage any resulting Authorized User Agreement to ensure uninterrupted, high quality performance and overall contract effectiveness. The plan must at a minimum: • Detail action(s) to be taken to investigate any issues reported by an Authorized User; • Describe the process used to monitor and investigate any issues identified by the Contractor, and to notify an Authorized User of any such issues identified by the Contractor; • Describe how the Contractor will ensure an issue is addressed and resolved in a timely manner, and Authorized User Agreement terms and conditions, as well as any terms and conditions unique to an Authorized User Agreement, are met; and • Include a depiction of the chain of command for purposes of escalation, including at each level of the chain, a named contact, specifying the contact's title, role, phone number and email address.

Issue Escalation. The Customer may request that the “Severity Level” assigned by the Service Provider to an active Support Request be escalated if there are material changes in the impact of the Support Request on the business of the Customer, or if there is no Response from the Service Provider within 24 hours. Notwithstanding the foregoing, the severity classification of any Support Request is in the sole discretion of the Service Provider.

Issue Escalation. 10.1 Caretrack Support Manager is dedicated to delivering the Support Services documented within this schedule. However, if any incident is not resolved within expectations, the following levels of escalation are available to progress the problem resolution: Level 1 Support Services 01270 845000 Level 2 Support Manager 01270 845000 Level 3 Account Manager 01270 845000 Level 4 Software Operations Manager 07977 487283 In this Agreement: Applicable Law means any law, statute, regulation, byelaw or subordinate legislation in force from time to time to which a party is subject and/or in any jurisdiction that the services are provided to or in respect of the common law and laws of equity as applicable to the parties from time to time, any binding court order, judgment or decree, any applicable industry code, policy or standard or any applicable direction, policy, rule or order that is binding on a party and that is made or given by any regulatory body having jurisdiction over a party or any of that party’s assets, resources or business; Communication means a complaint, inquiry or request (other than a Data Subject Request) relating to either party’s obligations under Data Protection Laws relevant to this Agreement and/or the Processing of any of the Protected Data, including any compensation claim from a Data Subject or any notice, investigation or other action from a Data Protection Supervisory Authority relating to any of the foregoing; Controller has the meaning given to that term in Data Protection Laws;

Issue Escalation. Issue Escalation is a priority-based escalation process to ensure that issues that cannot be resolved immediately are flagged and promoted in priority. Customer’s TAM shall ensure that the appropriate expert resources are allocated to resolution of the issue.

Issue Escalation. Level 1 Support: Our initial support team will handle incoming inquiries and aim to resolve issues promptly within our standard response and resolution times. Examples include simple queries such as resetting passwords or advising on simple system function. - Level 2 Escalation: In cases where an issue cannot be resolved by Level 1 support within the specified timeframes or requires specialized expertise, it will be escalated to Level 2 support. This escalation typically involves senior support staff or technical experts – an example here would be a case involving a local or custom integration. - Level 3 Escalation: In rare situations where Level 2 support is unable to resolve an issue, it will be escalated to Level 3 support, involving senior management and technical leadership for immediate attention. Issues raised to Level 3 will likely involve the requirement of a back-end resolution by our development team. As such, Level 3 Escalations will involve the assignment of case numbers and weekly updates on these fixes. Escalation Criteria: Issues may be escalated based on criteria such as critical impact, prolonged resolution times due to software development required, or customer request for escalation. We prioritize customer satisfaction and timely issue resolution.

Issue Escalation. In the event either Party determines it is not getting adequate resolution to a problem which may have material impact on the successful performance of the Services the following represents the escalation path to be followed: 1) Issues will initially be brought to the attention of each Party’s Project Owner (▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇ for Client; ▇▇▇▇ ▇▇▇▇▇▇ for Avanade). 2) If either Project Manager is unable or unwilling to address the issue, issues may next be taken directly to the Project Owner’s supervisor (▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇ for Client; ▇▇▇▇▇ ▇▇▇▇▇▇▇ for Avanade). 3) If, after 10 business days, the issue remains unresolved, either Party may raise the issue to the Parties’ senior executives. Any changes to or notifications of either Parties representative can be delivered via email and does not require a change request.

Issue Escalation. Evidon will provide Customer with access to an escalation path from technicians up to the executive level, for reporting of a failure of service levels and/or functionality of the Customer website and triage instructions to be u sed in the implementation process and resolution. Evidon shall maintain staff to monitor the Evidon Systems during normal business hours (weekdays from 9:00 am GMT - 5:00pm GMT) and have on call staff during non- business hours who receive automated alerts or Customer reported incidents. Telephone support is available at +▇-▇▇▇-▇▇▇-▇▇▇▇, then dial 2.

Issue Escalation. 4.1 CTS will utilize a three (3) level approach to support plan that is flexible but contains operational structure to assure CSTB network and staff are able to operate at peak efficiency as follows: a) Level one shall consist of on-site personnel trained and experienced in any workforce development, contractor or State application that CareerSource Tampa Bay utilizes. Level one support will assist users with common problems such as e-mail, word processing or other desktop applications, as well as support OSST, OSMIS, EF or other specialized application. Level One support response will typically be within 24 hours, unless mission critical. A mission critical issue is one that prevents users from being able to perform work responsibilities in a timely fashion. b) Level two will involve local IT staff as well as network technicians or administrators trained and knowledgeable of the State and local networks and systems. Including state RTS network, STO arrangements and contract/vendor arrangements such as ▇▇▇▇▇▇ (VPN provider). Level two support is generally not desktop related but consists of support for site level or enterprise level issues. Level Two support response will typically be within 12 hours, unless mission critical. A mission critical issue is one that prevents users from being able to perform work responsibilities in a timely fashion c) Level three utilizes CTS Network Administration staff for infrastructure, firewall, email, intrusion prevention/detection or other high-level mission critical component. Upon failure of any mission critical system, a CTS Network Administrator will begin troubleshooting and resolution procedures to resolve issue. SLA arrangements with network providers that will provide emergency replacement of failed components. Level Three support response will be immediate, as most infrastructure issues are mission critical.