Problem Escalation Process Sample Clauses

Problem Escalation Process. Establish a formal process for escalating problems or issues of any kind including but not limited to poor response times or system interruptions experienced by the Purchaser. Both the Purchaser and Contractor will conduct the following exercise when less than adequate performance has been reported.

Problem Escalation Process. 5.1. If the normal support process does not produce the desired results, or if the severity has changed, the issue may be escalated as follows to a higher level. 5.2. Severity 1 issues are escalated by Sales or Systems Technical Support to a Support Coordinator if not resolved within 4 hours; to the next management level if not resolved within 24 hours. 5.3. A customer may escalate an issue by calling ▇-▇▇▇-▇▇▇-▇▇▇▇. Please specify the details and Systems Technical Support representative worked with and the reason why the issue is being escalated. 5.4. In the event that a customer is not satisfied with the level of support or continual problem with their products, they may escalate a given issue to the Systems Technical Support Coordinator at ▇- ▇▇▇-▇▇▇-▇▇▇▇.

Problem Escalation Process. 4.1. The issue enters the Problem Escalation process when it is reported to FMS and recorded in its on-line Support Portal. Client may report the issue directly via the Support Portal, or a member of the Support team may enter the issue into the system on behalf of Client. It is essential that the issue be recorded in the system including adequate detail and steps to reproduce. The issue receives a tracking case number, such as Case 0012345. 4.2. FMS is responsible for reproducing the issue reported in Case 0012345 in their lab. If it is determined to be a defect, the details and any additional information about the issue are recorded and entered into the Engineering Defect Tracking System (DTS). The issue then receives an additional tracking number. 4.3. DTS items are reviewed in a weekly triage meeting made up of members from FMS’s Quality Assurance, Development, Product Management, and Client Services, all of which participate in the triage meeting to assign priority levels. During the meeting, the plan for resolution is discussed and the DTS is categorized according to the following criteria: Customer may track the progress of a particular issue within the Support Portal at any time. Once an issue has been reproduced, assigned a DTS number, and accepted by Engineering, the issue case will be closed. This is intended to reflect that the issue has progressed from the Support queue into the Engineering queue for resolution. Customer may track the progress of the DTS within the Support Portal as it becomes targeted for a particular release, and once it is resolved and available in a release.