Service Escalation. Should the Customer feel it needs to escalate a request for any reason, the below table will assist the Customer in this process. The Customer should quote the unique ticket ID whenever it escalates an incident or request. Escalations are available during contracted support hours only. A charge may be made for escalations made outside of contracted Service Times. 1 Xxxxxxx.xxxxxxxx@xxxxxxxx.xx.xx Head of IT Operations – 07519326904 2 3 xxxxxxx.xxxxxx@xxxxxxxx.xx.xx Operations Director - 07970742400 “Company Name & Address”
4. Services Quantity Unit Price per month Total per month
Service Escalation. Should the Customer feel it needs to escalate a request for any reason, the below table will assist the Customer in this process. The Customer should quote the unique ticket ID whenever it escalates an incident or request. Escalations are available during contracted support hours only. A charge may be made for escalations made outside of contracted Service Times.
Service Escalation. 4.1. In the event that the Service Availability Level of a particular Service falls below the Service Availability Level Target and the Customer is not satisfied with the actions being taken by D i g i t a l P a r k s A f r i c a Support Personnel, the following escalation path should be followed: LOCATION LANDLINE Head Office / Support +00 00 000 0000
4.2. All incidents will have a support specialist allocated responsible for:
4.2.1. Resolution of all calls and fault repair;
4.2.2. Service Level Agreement resolution feedback;
4.2.3. Facilitation of monthly portal updates to SLA issues, namely measured SLA statistics vs. SLA Targets;
4.2.4. Service improvement opportunities and initiation of penalties when applicable;
4.2.5. Proactive trend analysis of the calls logged; and
4.2.6. Management of resolution, including technical reviews and root cause analysis.
Service Escalation. Service Escalation means the occasional need for the TasmaNet or the Customer to pro-actively escalate an issue where a delivery or support metric has been exceeded or is likely to be exceeded. Service Escalation requires: • TasmaNet will escalate outstanding service requests or issues to your nominated contact person within your organisation in accordance with the applicable service escalation matrix shown below. • TasmaNet will provide half (0.5) hourly reports to the Customer’s nominated contact officer for any escalated fault (unless otherwise agreed with the Customer).
5.1. TasmaNet Incident Management Escalation Matrix 1 An amount less than 24 hours The Customer’s IT Manager and TasmaNet’s Service Manager for the service being delivered 2 24 hours The Customer Corporate Services Manager and TasmaNet’s Technical Service Manager 3 48 hours or more The Customer CEO, Agency Secretary or General Manager and the relevant contract managers and TasmaNet’s General Manager When the initial delivery of a service is going to be affected, the following escalation table applies.
5.2. Service Delivery Escalation Matrix 1 An amount less than 30% beyond the expected delivery time The Customer’s IT Manager and TasmaNet’s Service Manager for the service being delivered 2 An amount greater than 30% beyond the expected delivery time The Customer Corporate Services Manager and TasmaNet’s Technical Service Manager 3 Situation where the completion date is unknown. The Customer CEO, Agency Secretary or General Manager and the relevant contract managers and TasmaNet’s General Manager
5.3. Schedule 5 – Customer Responsibilities
Service Escalation. If a problem is not addressed in a timely manner, the Licensee may escalate the Support process by first contacting the Support Service Manager, secondly, the Licensee may contact the Vice President of Client Services.
Service Escalation. The customer has the right to escalate any concern with the level and nature of support received to the following contacts in strict order:
