User Requested Escalation Sample Clauses

User Requested Escalation. ESC strives to provide timely and quality support services to each User in accordance with applicable Support Services Agreements and Support Processes. If a User is concerned about ESC’s effort or approach to resolve a specific case, then he/she may escalate the case to the Director of ESC’s Support Group. Some examples include situations where a User is concerned that ESC may not (or did not):  fully understand the User’s question or issue  classify the Urgency of the case appropriately  resolve the case in a timely manner  take the right approach to troubleshoot the issue  provide an appropriate means of resolving the case  communicate with the User in an effective and/or professional manner  document the case record appropriately  adhere to applicable Support Services Agreements and/or Support Processes Before escalating a case, the User should call the Assigned Support Agent to discuss his/her concerns and work with the Assigned Support Agent to address these concerns. Should the User continue to have concerns after working with the Assigned Support Agent, then the User should escalate the case by calling the Director of ESC’s Support Group at 000-000-0000. The Director of ESC’s Support Group will work with the User to develop a plan to address these concerns in accordance with applicable Support Services Agreements and Support Processes.
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Related to User Requested Escalation

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  • Construction Phase Services 3.1.1 – Basic Construction Services

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