Reporting and Escalation. Buyer Representatives shall report errors and defects to Clinical Architecture via telephone or email.
Reporting and Escalation. LICENSEE’s Support Representatives shall report Defects to LICENSOR to one of the contacts designated by LICENSOR. For Severity Level 1 defects, LICENSEE’s Support Representatives shall, in addition to any notification by any other means, notify LICENSOR by telephoning the support telephone number stated in Product Schedule #1. In the event LICENSEE cannot make contact with LICENSOR using the prescribed methods, LICENSEE shall continue its efforts to personally notify LICENSOR by contacting the LICENSOR representatives set forth in the order listed in Table 1, below, until a LICENSOR Representative is contacted in person:
Reporting and Escalation. 16.1. The BBC account manager will provide Key Customers on a quarterly basis with a report on BBC Monitoring’s performance in the previous quarter, incorporating a factual and statistical report including information as to the number of items published (by country and priority) and as to what requests were made by category and priority, and how BBC Monitoring responded.
16.2. In the Autumn of each year a customer group comprising the BBC Account manager and representatives of the Key Customers shall meet to discuss performance to date by reference to the quarterly reports referred to in 16.
1. This review will inform the annual evaluation report to be presented at the Annual Review.
16.3. The Key Customers will annually evaluate BBC Monitoring’s performance and services in the period covered, according to the framework set out below. A report of the evaluation will be considered by the Cabinet Office and BBC Monitoring at the Annual Review.
16.4. The report referred to at 16.2 above (the annual evaluation report) will make use of a Red, Amber, Green indicator system, with Green meaning "Consistently delivered service expectations", Amber meaning "Mostly delivered service expectations" and Red meaning "Limited delivery of service expectations", under the following categories: Global coverage Timely and sufficient in volume Editorial integrity and quality standards Surgeable Flexiblity
16.5. Key Customers will present a collective view under these categories, and also an overall rating of BBC Monitoring's performance, which will take into account the individual measures, but would allow them to express overall satisfaction with the service even if there were individual elements showing as Amber or Red.
Reporting and Escalation. Customers can report issues through the Kanso Software support portal or designated communication channels. Unresolved issues within the stipulated response and resolution times can be escalated to senior support management.
Reporting and Escalation
