Common use of PROBLEM MANAGEMENT AND ESCALATION PROCEDURES Clause in Contracts

PROBLEM MANAGEMENT AND ESCALATION PROCEDURES. Classification of Problems Any problems experienced by the Customer or the Supplier relating to the Project and/or Services will promptly be communicated to the Supplier or the Customer (whichever is applicable) in accordance with the escalation channels specified below. Problems will be classified by the Customer or the Supplier according to the possible impact it may have on the Customer or Supplier (whichever is applicable) and allocated a corresponding priority as follows: Classification Impact Priority Level 1 Serious operational, financial and/or reputational impact on the Customer or Supplier High Level 2 Moderate operational, financial and/or reputational impact on the Customer or Supplier Medium Level 3 Minor operational, but no financial or reputational impact on the Customer or Supplier Low Problems must be acknowledged and resolved by the Supplier (or the Customer, whichever is applicable) in accordance with the specified Service Levels (if any), or if no Service Levels have been specified, within a reasonable time period, with reasonableness being determined based on the complexity and severity of the problem. Problems must be reported to the relevant staff members based on such problem’s classification level. Any problems not resolved by the responsible staff members within the specified Resolution Times (if any) must be escalated to management via the applicable escalation channels. Escalation Channels The Customer and the Supplier’s escalation channels are as follows: SUPPLIER ESCALATION CHANNELS CONTACT PERSON POSITION EMAIL ADDRESS CONTACT NUMBER Level 1 (Serious) Name: Xxxxx 0 (Moderate) Name: Level 3 (Minor) Name: CUSTOMER ESCALATION CHANNELS CONTACT PERSON POSITION EMAIL ADDRESS CONTACT NUMBER Level 1 (Serious) Name: Xxxxx 0 (Moderate) Name: Level 3 (Minor) Name:

PROBLEM MANAGEMENT AND ESCALATION PROCEDURES. Classification of Problems Any problems experienced by the Customer or the Supplier relating to the Project and/or Services will promptly be communicated to the Supplier or the Customer (whichever is applicable) in accordance with the escalation channels specified below. Problems will be classified by the Customer or the Supplier according to the possible impact it may have on the Customer or Supplier (whichever is applicable) and allocated a corresponding priority as follows: Classification Impact Priority Level 1 Serious operational, financial and/or reputational impact on the Customer or Supplier High Level 2 Moderate operational, financial and/or reputational impact on the Customer or Supplier Medium Level 3 Minor operational, but no financial or reputational impact on the Customer or Supplier Low Problems must be acknowledged and resolved by the Supplier (or the Customer, whichever is applicable) in accordance with the specified Service Levels (if any), or if no Service Levels have been specified, within a reasonable time period, with reasonableness being determined based on the complexity and severity of the problem. Problems must be reported to the relevant staff members based on such problem’s classification level. Any problems not resolved by the responsible staff members within the specified Resolution Times resolution times (if any) must be escalated to management via the applicable escalation channels. Escalation Channels The Customer and the Supplier’s escalation channels are as follows: SUPPLIER ESCALATION CHANNELS CONTACT PERSON POSITION EMAIL ADDRESS CONTACT NUMBER Level 1 (Serious) Name: Xxxxx 0 (Moderate) Name: Level 3 (Minor) Name: CUSTOMER ESCALATION CHANNELS CONTACT PERSON POSITION EMAIL ADDRESS CONTACT NUMBER Level 1 (Serious) Name: Xxxxx 0 (Moderate) Name: Level 3 (Minor) Name:

PROBLEM MANAGEMENT AND ESCALATION PROCEDURES. Classification of Problems Any problems experienced by the Customer or the Supplier relating to the Project and/or Services will promptly be communicated to the Supplier or the Customer (whichever is applicable) in accordance with the escalation channels specified below. Problems will be classified by the Customer or the Supplier according to the possible impact it may have on the Customer or Supplier (whichever is applicable) and allocated a corresponding priority as follows: Classification Impact Priority Level 1 Serious operational, financial and/or reputational impact on the Customer or Supplier High Level 2 Moderate operational, financial and/or reputational impact on the Customer or Supplier Medium Level 3 Minor operational, but no financial or reputational impact on the Customer or Supplier Low Problems must be acknowledged and resolved by the Supplier (or the Customer, whichever is applicable) in accordance with the specified Service Levels (if any), or if no Service Levels have been specified, within a reasonable time period, with reasonableness being determined based on the complexity and severity of the problem. Problems must be reported to the relevant staff members based on such problem’s classification level. Any problems not resolved by the responsible staff members within the specified Resolution Times resolution times (if any) must be escalated to management via the applicable escalation channels. Escalation Channels The Customer and the Supplier’s escalation channels are as follows: SUPPLIER ESCALATION CHANNELS CONTACT PERSON POSITION EMAIL ADDRESS CONTACT NUMBER Level 1 (Serious) Name: Xxxxx 0 Level 2 (Moderate) Name: Level 3 (Minor) Name: CUSTOMER ESCALATION CHANNELS CONTACT PERSON POSITION EMAIL ADDRESS CONTACT NUMBER Level 1 (Serious) Name: Xxxxx 0 Level 2 (Moderate) Name: Level 3 (Minor) Name:

PROBLEM MANAGEMENT AND ESCALATION PROCEDURES. Classification of Problems Any problems experienced by the Customer or the Supplier relating to the Project and/or Services will promptly be communicated to the Supplier or the Customer (whichever is applicable) in accordance with the escalation channels specified below. Problems will be classified by the Customer or the Supplier according to the possible impact it may have on the Customer or Supplier (whichever is applicable) and allocated a corresponding priority as follows: Classification Impact Priority Level 1 Serious operational, financial and/or reputational impact on the Customer or Supplier High Level 2 Moderate operational, financial and/or reputational impact on the Customer or Supplier Medium Level 3 Minor operational, but no financial or reputational impact on the Customer or Supplier Low Problems must be acknowledged and resolved by the Supplier (or the Customer, whichever is applicable) in accordance with the specified Service Levels (if any), or if no Service Levels have been specified, within a reasonable time period, with reasonableness being determined based on the complexity and severity of the problem. Problems must be reported to the relevant staff members based on such problem’s classification level. Any problems not resolved by the responsible staff members within the specified Resolution Times resolution times (if any) must be escalated to management via the applicable escalation channels. Escalation Channels The Customer and the Supplier’s escalation channels are as follows: SUPPLIER ESCALATION CHANNELS CONTACT PERSON POSITION EMAIL ADDRESS CONTACT NUMBER Level 1 (Serious) Name: Xxxxx 0 Level 2 (Moderate) Name: Level 3 (Minor) Name: CUSTOMER ESCALATION CHANNELS CONTACT PERSON POSITION EMAIL ADDRESS CONTACT NUMBER Level 1 (Serious) Name: Xxxxx 0 Level 2 (Moderate) Name: Level 3 (Minor) Name:: PART III: SCHEDULE E – STATEMENT OF WORK (PRO FORMA) Statement of Work issued in terms of the Master Services Agreement entered into between the South African Reserve Bank and [Insert supplier name] for the provision of [Insert description of MSA]. ITEM CLAUSE REF VARIABLES DETAILS Part I: 4.24. RFx No. Part I: & Part II: 32.7. & 35.7.(i) Short description of the Services or Project N/A Commencement Date of the SOW N/A Expiry Date of the SOW N/A Duration of this SOW Part II: 32.16. & 35.7.(ii) Specified Objectives Part I: 4.28. & Part II: 35.7.(iii) Specifications Part I: 4.8. & Part II: 35.7.(v) Deliverables Part II: 32.13. Service Address(es) Part II: 32.14. Service Fee Part II: 35.7. (xi) Manner of Payment Part II: 32.1. Supplier’s Account Manager