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 one
(1) Business Day in the case of a P1 or P2 Support Request. Notwithstanding the foregoing, the severity classification of any Support Request is in the sole discretion of the Service Provider
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. 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. 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. 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.
Issue Escalation. If you have trouble issues with AMIPLAY hosting services or some technical issues that could not be resolved within 24 hours, your concerns will be reviewed, investigated, and responded to within two to three business days. As issues may be complex or require extensive investigation, this response time does not imply that a resolution is guaranteed within two to three business days. AMIPLAY is committed to providing the highest quality service to all customers. To support this commitment, AMIPLAY gives the following service level guaranties and observes the following schedule of penalties for any failure to meet those guarantees. AMIPLAY guarantees 99% Service Availability, measured on a calendar-month basis. Service Availability is defined as the ability of a user within an organization to:
Issue Escalation. Within 90 days of contract ratification, management will develop guidelines for issue escalation and train staff and leads on these guidelines for both immediate and ongoing staffing concerns In the interest of solving immediate patient care and environmental services safety issues, both parties agree that in the case that there are staffing concerns, the union will make a good faith effort to bring concerns to the EVS Safety Subcommittee meeting to seek resolution. If the subcommittee is unable to meet in a timely manner, and/or a resolution cannot be reached, the issue may be escalated to the system director of EVS for resolution, or the next level up, if the EVS System leader had already been involved. EVS staff will be trained and oriented to the unit they are expected to float. EVS staff, who are floated may raise a concern about the new area of floating and management will ensure the staff member is properly oriented before they are deployed. EVS staff with a home area assignment (including “bedmakers”, “utility” and “discharge” roles) may be required to float to other areas for patient care needs and these assigned staff would not be eligible for premium pay. Once the assigned schedules by campus have been implemented, the EVS Safety Subcommittee may evaluate the staffing levels and gaps/shortages and make a recommendation on the number of relief staff to utilize, as well as the order in which staff are moved around to cover gaps. Relief would be affected through the use of “Campus based flex positions”. Campus based flex positions will not have a primary assignment, and incumbents must have completed the certification program to be eligible, or complete it within 90 days of hire, transfer or assignment. Movement to the EVS Tech- Certified scale will be triggered once the training program is complete. Campus based flex roles are employees that are unassigned and have agreed to flex and work anywhere on their campus as determined necessary by management, and who have relevant skills and experience to the EVS areas they are floating among. Opportunities will be posted per Article 7.2.2 and employees in this role will receive a one dollar (1.00) per hour premium for all hours worked. This premium will be included as part of their regular rate of pay. EVS managers will determine the number of Campus based flex positions for their unit, if any. This will be reviewed at the EVS Safety committee. Letter of Understanding Between Swedish Medical Center And S...
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: Xx. Voice Engineer President & CTO CEO Scope of Work 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. Upon mutual agreement between Encore and Client, this contract can be extended for two, 1-year terms. 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. The managed services listed in the Service Payment Schedule below are included in this Agreement. 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. 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. The CLIENT has the option to submit a complete equipment list for equipment and programs to be supported as well as install monitors if applicable or Encore can complete a site preparation for monitoring during the first prescheduled onsite visit. Payment Encore CloudVoice –...
Issue Escalation. In the event a concern arises, the following processes are in place to help resolve your issue.
