Problem Escalation Process. 6.1. 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 of authority. 6.1.1.1. Severity 1 issues are escalated by Sales or Technical Services to a Supervisor if not resolved within 2 hours; to the Manager level if not resolved within 4 hours; to the Director level if not resolved within the same business day; and to the VP level if not resolved within 24 hours. 6.1.1.2. A customer may escalate an issue by calling 0-000-000-0000, Option 2. Please specify the SalesForce ticket number and the reason why the issue is being escalated. 6.1.1.3. 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 SalesForce ticket to Manager of Technical Services (0-000-000-0000, Option 2).
Appears in 4 contracts
Samples: Software as a Service and Spectrum Lease Agreement, Software as a Service Agreement, Software as a Service Agreement
Problem Escalation Process. 6.1. 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 of authority.
6.1.1.16.1.1. Severity 1 issues are escalated by Sales or Technical Services to a Supervisor if not resolved within 2 hours; to the Manager level if not resolved within 4 hours; to the Director level if not resolved within the same business day; and to the VP level if not resolved within 24 hours.
6.1.1.26.1.2. A customer may escalate an issue by calling 0-000-000-0000, Option 2. Please specify the SalesForce Support ticket number and the reason why the issue is being escalated.
6.1.1.36.1.3. 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 SalesForce Support ticket to Manager of Technical Services (0-000-000-0000, Option 2).
Appears in 2 contracts
Samples: Advanced Metering Infrastructure Agreement, Sensus Meter Reading Software Agreement
Problem Escalation Process. 6.1. 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 of authority.
6.1.1.1. Severity 1 issues are escalated by Sales or Technical Services to a Supervisor if not resolved within 2 hours; to the Manager level if not resolved within 4 hours; to the Director level if not resolved within the same business day; and to the VP level if not resolved within 24 hours.
6.1.1.2. A customer may escalate an issue by calling 0-000-000-0000, Option 2. Please specify the SalesForce ticket number and the reason why the issue is being escalated.
6.1.1.3. 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 SalesForce ticket to Manager of Technical Services (01-000800-000638-00003748, Option 2).
Appears in 2 contracts
Samples: Software as a Service Agreement, Software as a Service (Saas) Agreement
Problem Escalation Process. 6.1. 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 of authority.
6.1.1.1. Severity 1 issues are escalated by Sales or Technical Services to a Supervisor if not resolved within 2 hours; to the Manager level if not resolved within 4 hours; to the Director level if not resolved within the same business day; and to the VP level if not resolved within 24 hours.
6.1.1.2. A customer may escalate an issue by calling 01-000800-000638-00003748, Option 2. Please specify the SalesForce ticket number and the reason why the issue is being escalated.
6.1.1.3. 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 SalesForce ticket to Manager of Technical Services (01-000800-000638-00003748, Option 2).
Appears in 2 contracts
Samples: Software as a Service Agreement, Software as a Service Agreement
Problem Escalation Process. 6.1. 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 of authority.
6.1.1.16.1.1. Severity 1 issues are escalated by Sales or Technical Services to a Supervisor if not resolved within 2 hours; to the Manager level if not resolved within 4 hours; to the Director level if not resolved within the same business day; and to the VP level if not resolved within 24 hours.
6.1.1.26.1.2. A customer may escalate an issue by calling 01-000800-000638-00003748, Option 2. Please specify the SalesForce Support ticket number and the reason why the issue is being escalated.
6.1.1.36.1.3. 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 SalesForce Support ticket to Manager of Technical Services (01-000800-000638-00003748, Option 2).
Appears in 2 contracts
Samples: Advanced Metering Infrastructure Agreement, Advanced Metering Infrastructure Agreement
Problem Escalation Process. 6.1. 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 of authority.
6.1.1.1. Severity 1 issues are escalated by Sales or Technical Services to a Supervisor if not resolved within 2 hours; to the Manager level if not resolved within 4 hours; to the Director level if not resolved within the same business day; and to the VP level if not resolved within 24 hours.
6.1.1.2. A customer may escalate an issue by calling 0-000-000-0000, Option 2. Please specify the SalesForce Salesforce ticket number and the reason why the issue is being escalated.
6.1.1.3. 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 SalesForce Salesforce ticket to Manager of Technical Services (01-000800-000638-00003748, Option 2).
Appears in 1 contract
Problem Escalation Process. 6.1. 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 of authority.
6.1.1.1. Severity 1 issues are escalated by Sales or Technical Services to a Supervisor if not resolved within 2 hours; to the Manager level if not resolved within 4 hours; to the Director level if not resolved within the same business day; and to the VP level if not resolved within 24 hours.
6.1.1.2. A customer may escalate an issue by calling 01-000800-000638-00003748, Option 2. Please specify the SalesForce Salesforce ticket number and the reason why the issue is being escalated.
6.1.1.3. 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 SalesForce Salesforce ticket to Manager of Technical Services (01-000800-000638-00003748, Option 2).
Appears in 1 contract
