Common use of Service Issue Escalation Clause in Contracts

Service Issue Escalation. If a customer is dissatisfied with the service provided under this SLA the customer may register a formal complaint using the procedure set out below. Stage 1 The customer should contact Facilities to report the service failure and request an update, which will be provided within 2 working days. (If satisfied, no further action required). Stage 2 Via Facilities the customer should ask the line manager responsible for the service for a more detailed response to the query, which will be provided within 5 working days. (If satisfied, no further action required). Stage 3 The customer should consult with their direct line manager who may, via Facilities, request a written response which will be provided by the Director of Estates and Facilities within 7 working days. To clarify, Stage 1 to Stage 3 should be completed within 7 working days in total.

Service Issue Escalation. If a customer is dissatisfied with the service provided under this SLA the customer may register a formal complaint using the procedure set out below. Stage 1 The customer should contact Facilities to report the service failure and request an update, which will be provided within 2 working days. (If satisfied, no further action required). Stage 2 Via Facilities the customer should ask the line manager responsible for the service for a more detailed response to the query, which will be provided within 5 working days. (If satisfied, no further action required). Stage 3 The customer should consult with their direct line manager who may, via Facilities, request a written response which will be provided by the Assistant Director of Estates and - Security & Operations, Facilities within 7 working days. To clarify, Stage 1 to Stage 3 should be completed within 7 working days in total.