Support Escalation Process. The Service Provider’s resources will respond, action, and/or resolve monitor alerts and support requests from the Client. The Service Provider’s representatives follow internal processes to involve higher level representatives when necessary. The Service Provider strives to maintain a single point of contact with the Client for every incident. Internal escalations will occur seamlessly without the involvement of the Client or the end-user. The Service Provider’s initial representative will remain the primary point of contact for the Client, until a satisfactory resolution of the Client’s request occurs unless otherwise communicated by the representative. In the event the Client would like to escalate a support/service request they can contact the Service Provider by phone or email. The Service Provider will work with the Client to re-evaluate how the request is classified. In the event that re-evaluation does not adjust the request’s priority classification, the Service Provider will strive to accommodate the request but is only able to do so on a best effort basis. The required service level in this instance will not change even if the Service Provider’s best effort accommodation of the escalation is provided.
Support Escalation Process. The training material provided by Client will enable PeopleSupport to handle all calls routed to PeopleSupport without escalating them to Client’s facility. However, there may be situations where PeopleSupport eReps will need to transfer calls to Client’s center. In such circumstances, the issue will be assigned to the appropriate internal Client department who will resolve the issue. Client agrees to provide PeopleSupport a toll free number to be used for all transfers. Detailed Escalation Process is documented in the training manual.
Support Escalation Process. Client acknowledges that there will be situations where PeopleSupport eReps will be unable to resolve a voice, email, or fax support inquiry. In such circumstances, PeopleSupport's *** group will handle escalations. If the *** group cannot resolve the issue then it will be assigned to the appropriate PeopleSupport supervisor who will process the request. If the PeopleSupport supervisor cannot resolve the issue, the issue will be assigned to the appropriate *** department who will resolve the issue.
Support Escalation Process. In the event that Licensee believes escalation of an issue is required, the following contacts should be engaged in order in which they appear below: Support Desk: Phone: 000-000-0000 x000 Email: xxxxxxx@xxxxxxx.xxx Xxxxxxx Xxxxx Director of Solutions Delivery Phone: 000-000-0000 x000 (Office); 000-000-0000 (Cell) Email: xxxxxxx.xxxxx@xxxxxxx.xxx Xxxxxx Xxxxx CTO Phone: 000-000-0000 x000 (Office); 000-000-0000 (Cell) Email: xxxxxx.xxxxx@xxxxxxx.xxx
