Common use of Management Escalation Procedures Clause in Contracts

Management Escalation Procedures. 13.1 The purpose of this escalation process is to provide a quick and orderly method of notifying both parties that an issue is not being successfully resolved at the lowest possible management level. Implementation of this procedure will ensure that ESIC and Service Provider are communicating at the appropriate levels. It is agreed that escalation should take place on an exception basis and only if successful issue resolution cannot be achieved in a reasonable time frame. 13.2 All issues would be raised to the Project Management team (referred to in Article 7 of the Prime Services Agreement), which will be completely responsible for the day to day management of the implementation of Services and deliverables under the Prime Services Agreement including this SLA. The project management team shall classify the issues based on their severity level and resolve them within appropriate timelines ensuring that there are no delays in provision of Services. 13.3 If the Project Management team is unable to resolve an issue, the issue would be escalated to the ESIC Management with options/ risks detailed for decision. The ESIC will make decisions based on the options/ risks presented by the Project Management team.

Management Escalation Procedures. 13.1 11.1 The purpose of this escalation process is to provide a quick and orderly method of notifying both parties that an issue Issue is not being successfully resolved at the lowest possible management level. Implementation of this procedure will ensure that ESIC and Service Provider are communicating at the appropriate levels. It is agreed that escalation should take place on an exception basis and only if successful issue Issue resolution cannot be achieved in a reasonable time frame. 13.2 11.2 All issues Issues would be raised to the Project Management team (referred to in Article 7 of the Prime Services Agreement), which will be completely responsible for the day to day management of the implementation of Services and deliverables under the Prime Services Agreement including this SLA. The project management Project Management team shall classify the issues Issues based on their severity level and resolve them within appropriate timelines ensuring that there are no delays in provision of Services. 13.3 11.3 If the Project Management team is unable to resolve an issue, the issue Issue would be escalated to the ESIC Management Project steering committee with options/ risks detailed for decision. The ESIC will make decisions based on the options/ risks presented by the Project Management team.