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. 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. 33. If a dispute arises in relation to this MoU that cannot be resolved promptly by the MoU Managers, the parties agree to initiate discussions between senior management of each party. If those discussions do not resolve the matter within a reasonable period, the matter will be escalated to the Chief Executives of the parties for resolution.
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 +0-000-000-0000, then dial 2.
Issue Escalation. In the event Boréalis fails to meet a response or resolution time set forth above or fails to meet the Availability Target for 2 consecutive months, Customer may escalate the issue to the relationship managers identified below and thereafter to the senior management identified below: • 1st escalation step: Director of Technical Support XxxxXxxxxxxXxxxxxxx@xxxxxx-xx.xxx; • 2nd escalation step: Xxxxxxxxx xx Xxxxx Managing Director xxxxxxxx@xxxxxx-xx.xxx Boréalis will promptly respond to any Issue Escalation raised by Customer and use good faith efforts to promptly resolve any issues raised by Customer. If Customer and Boréalis are unable to resolve such issues to the satisfaction of the Customer, acting reasonably, Customer may terminate the MSA with no liability by providing Boréalis with a seven (7) days notice.
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. Reporting and Communication
Issue Escalation. We are continually trying to improve our customer experience and want to know when we do not meet expectations. If you have submitted a ticket and are not getting the service e you expected, please escalate your issue in the order of this list: FIRST ESCALATION SECOND ESCALATION THIRD ESCALATION Xxxxx Xxxxxx Xxxxxxx Xxxxxx Xxxx Xxxxxx Xx. Voice Engineer President & CTO CEO Scope of Work Scope Term of Service This agreement shall commence as of 07/01/2017, and remain in effect for 36 months. This Agreement is limited to the services defined under this section. Services shall be provided for the Term of Service, during Service Hours, and billed in accordance with the Service Payment Schedule. SAMPLE Contract Extension Upon mutual agreement between Encore and Client, this contract can be extended for two, 1-year terms. Service Limitation The services covered under this Agreement are limited to the support relating to Encore CloudVoice Services. Services performed outside the terms of this agreement will be billed at Encore’s standard hourly rates based upon the services performed. Some third-party software applications and network infrastructure may not be covered under this agreement and may require manufacturer support. Managed Services The managed services listed in the Service Payment Schedule below are included in this Agreement. Service Level This Agreement includes Encore’s standard service level of support, which includes the following: • Guaranteed Response Time - All Service Requests related to this agreement warrant first response, evaluation, and/or attempted resolution via phone and/or remote trouble shooting conducted by an Encore authorized support personnel within four (4) business hours. • Remote Support Service – Encore will provide unlimited hours of remote support service relating to Encore CloudVoice Services. *Onsite support request are not covered under this agreement. If necessary, any request for onsite support will be quoted separately. Standard Network Discovery Encore may perform a Standard Network Discovery to identify and document all network devices to be supported. A Standard Network Discovery will include all devices, IP Addresses, OS, IOS, Logins/Passwords, and remote access credentials. This documentation will be used by Encore to support the CLIENT’s network, and not used as deliverable. However, Encore will share this information with the CLIENT whenever requested. Contract and Site Preparation The CLIENT has the option to...
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:
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: Escalation Level Contact Name & Contact Details Level 1 Support Services 01270 845000 Level 2 Support Manager 01270 845000 Level 3 Account Manager 01270 845000 Level 4 National CHC Operations Manager 07823 400262 Schedule 4 – Data Protection Definitions 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;
