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. 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. 10.1 The Supplier 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; Data Protection Laws means, all applicable data protection and privacy legislation in force from time to time in the UK including without limitation the UK GDPR; the Data Protection Act 2018 (and regulations made thereunder) (DPA 2018); and the Privacy and Electronic Communications Regulations 2003 (SI 2003/2426) as amended; Data Protection Supervisory Authority means any regulator, authority or body responsible for administering Data Protection Laws; Data Subject has the meaning given to that term in Data Protection Laws; Data Subject Request means a request made by a Data Subject to exercise any right(s) of Data Subjects under the GDPR or under any similar Data Protection Laws in relation to any of the Protected Data or concerning the Processing of such data; Personal Data has the meaning given to that term in Data Protection Laws; Personal Data Breach means any actual or potential breach of security leading to the accidental or unlawful destruction, lo...
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 National CHC Operations Manager 07823 400262 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. 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 Xxxxxx (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.
Issue Escalation. All significant issues are directed to the manufacturing location or distribution center from where the issue originated. The in-plant teams work to conduct investigations and drive root cause corrective actions to eliminate issues from occurring again in the future. Plants produce monthly reports on their top contributing complaints and the corrective action project plans to address the issues. There are three levels of escalation to address issues of varying complexities: • Level 1: Quality Solutions Team handles roughly 85% of quality claim data • Level 2: Customer Satisfaction Leaders who are experts on plant process handles the next 10% of volume • Level 3: Field Quality Project Managers handle the most difficult 5% of claims, often in need of traveling to site to understand issues and troubleshoot. • Each level handles increasingly more difficult claims, with level one being the easiest and level three the hardest. Sourcewell Account Manager, Xxxxx Xxxxxxx, will step in to navigate and rectify any issues that are not resolved by the three-level escalation process. Ongoing Quality Assurance. To closely monitor our quality initiatives, Steelcase has a management tool that integrates each area of the company and shows how processes are impacting one another. This tool, called the Steelcase Lean Management System allows us to see where we’re going and monitor all operating functions to ensure everything is running smoothly. Management watches performance indicators regularly to ensure that Steelcase’s reputation as a quality manufacturer remains intact. Our quality system tracks several key, customer-centered metrics: • Defective parts per million and splits parts per million • Perfect orders delivered on time • Response to customer complaints • Ability to say yes to requested delivery dates. 29 Identify any geographic areas of the United States or Canada that you will NOT be fully serving through the proposed contract. Steelcase and our dealers have been serving ALL geographic areas and Sourcewell market segments of the United States and expanded into Canada over the past five years. We are eager to continue serving all geographic areas and plan to continue to develop new strategies to grow our reach with this proposed contract to Sourcewell Members in the United States and Canada. *
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. If the Customer disagrees with the Category given to an Issue, the Customer may request that the Issue is escalated to a higher Category. Requests for escalation should be made to: Escalation requests are received and actioned by the MEDILOGIK management team. The manager will review the issue with the service desk team The Supplier aims to resolve any Issues, assuming no interdependencies with other Customer systems (e.g. patient management system or the Customer’s network), within the thresholds defined in the table below. 1 Urgent Immediate attention 2 Working Hours 8 Working Hours 4 Low 24 Working Hours 24 Working Hours N/A Response, Workaround and Fix times refer to supplier working hours.
