Issue Resolution and Out-of-Band Escalation Sample Clauses

Issue Resolution and Out-of-Band Escalation. The troubleshooting and escalation of issues shall be initiated and managed by the GCR Help Desk which can be reached by email at xxxxxxxxXXxxx@xxxxxxxxXxxxxxx.xxx and by phone at 0-000-000-0000. The escalation for each of the major types of software and hardware shall be accomplished according to the following support level and Table 1 and Table 2. 1st Level Support (GCR Help Desk) The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT Service as quickly as possible. If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert GCR Technical Support Groups (2nd Level Support). 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status on an hourly basis during the first 4 hours of the Incident and at agreed interval thereafter until resolved. 2nd Level Support (GCR Technical Support Groups) 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1 st Level Support. If necessary, it will request external support (e.g., software or hardware manufacturers). The aim is to restore a failed IT Service as quickly as possible. If no solution can be found, the 2nd Level Support passes on the Incident to GCR Problem Management (3rd Level Support). t'l 3rd Level Support (GCR Problem Management) • 3rd Level Support is typically located at hardware or software manufacturers. • Its services are requested by 2nd Level Support if required for solving an Incident. • The main aim is to restore a failed IT Service as quickly as possible.
Sample 1
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