Call Management Process Clause Samples

Call Management Process. The Supplier shall set up within its organization a unit in charge of recording and tracking all problem reports, inquires, or other types of calls received from the Bank.
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Call Management Process. (THE WINNING PARTICIPANT) shall set up within its organization a unit in charge of recording and tracking all problem reports, inquiries, or other types of calls received from the PIACL.
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Call Management Process. Ironscales' problem-ticket system will be used by all support team levels (where approval and technical access has been granted) to record and track all problem reports, inquiries, or other types of calls received by support. Support Requests are taken by Ironscales' Help Desk as follows: Help Desks Hours Phone Contact Standard Coverage 2:00 a.m. – 5:00 p.m. Monday - Friday 2:00 a.m. – 11:00 a.m. Sunday US +▇▇▇-▇▇▇▇-▇▇▇▇ UK +▇▇-▇▇-▇▇▇▇-▇▇▇▇ IL +▇▇▇-▇▇-▇▇▇-▇▇▇▇ Support email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇
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Call Management Process. IRONSCALES’ problem-ticket system will be used by all support team levels (where approval and technical access has been granted) to record and track all problem reports, inquiries, or other types of calls received by support. Support Requests are taken by IRONSCALES’ Help Desk as follows: Standard Coverage 2:00 a.m. – 5:00 p.m. Monday - Friday US +▇▇▇-▇▇▇▇-▇▇▇▇ ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇ 2:00 a.m. – 11:00 a.m. Sunday UK +▇▇-▇▇-▇▇▇▇-▇▇▇▇ IL +▇▇▇-▇▇-▇▇▇-▇▇▇▇ Off-hours coverage 24x7x365, outside of standard coverage US +▇▇▇-▇▇▇▇-▇▇▇▇ (service outage only) described above UK +▇▇-▇▇-▇▇▇▇-▇▇▇▇ IL +▇▇▇-▇▇-▇▇▇-▇▇▇▇
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Call Management Process. End users at Provider locations shall report issues to a Local Support Representative (“LSR”) at their location, who shall identify the type of issue and its priority. LSRs shall resolve Level 1 and Level 2 issues, and submit ▇▇▇▇▇ ▇ requests to EOEA Customer Support, as those levels of issues are defined in Section 4.2. If EOEA cannot resolve the issue it will them be submitted to Harmony Customer Support via the agreed-upon protocols developed by both parties. Issues will be prioritized according to the matrix in Section 4.4. End Users at EOEA shall submit issues to the ▇▇▇▇ Operations Team, who shall identify the type of issue and its priority. The ▇▇▇▇ Operations Team shall resolve Level 1 and Level 2 issues, and submit ▇▇▇▇▇ ▇ requests to Harmony Customer Support, as those levels of issues are defined in Section 4.2. Issues shall be prioritized according to the matrix in Section 4.4. Exhibit C: ▇▇▇▇ Service Level Agreement ▇▇▇▇ Agreement and Statement of Work March 23, 2017 Upon receipt of a Level 3 request, Harmony shall enter the issue into its issue tracking system, providing initial response to the requestor within the timeframe defined in Section 4.4 for that severity level. A copy of the response describing the issue, a description, its priority, estimated time to resolve, the requestor, and requestor organization shall be transmitted to the ▇▇▇▇ Operations Team via a support ticket. The following services are provided in response to the transfer of trouble tickets for Level 3 support from EOHHS and its providers to Harmony:
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Call Management Process. The Technical Support Team problem ticket system will be used by all support team levels (where approval and technical access has been granted) to record and track all problem reports, inquiries or other types of calls received for support. This provides the Technical Support Team with the ability to provide metrics with regard to this SLA.
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Call Management Process. ▇▇▇▇▇▇’▇ case management system (HelpStar) will be used by all support team levels to record and track all problem reports, inquires, or other types of calls received by support staff. This provides ▇▇▇ Energy with the ability to provide metrics with regard to this SLA. A special project que to track each ▇▇▇ Energy support request has been created in ▇▇▇▇▇▇’▇ case management system. Billing for services provided under this agreement will be accomplished through direct billing to ▇▇▇ Energy under the terms and conditions of the appropriate Purchase Order raised for these services or unless otherwise stated in the specific Application Detail in Appendix B. The specific billing amount for direct support on a Time and material basis is itemized in Appendix B. Once support obligations are fulfilled, they become non-negotiable but steps can be taken to adjust work to be completed on upcoming project tasks. Service Level Agreement Level Three Application Support For Support Services in 2007 Version 1.0 This support SLA does not include funding for services not covered under this agreement.
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Call Management Process. MCCi’s ticket tracking system will be used to record all problem reports, inquires, or other types of calls received by Level 3 support. Standard reports are available upon request. These reports are expected to be produced by MCCi’s ticket tracking system, which will detail ticket management performance against SLA targets. Metrics only include the support requests that are transferred to MCCi for resolution. The metrics will be reported via existing standard ticket tracking system reports available.
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  • Traffic Management 9.2.1 During the Operating Period, Developer shall be responsible for the general management of traffic on the Project. Developer shall manage traffic so as to preserve and protect safety of traffic on the Project and Related Transportation Facilities and, to the maximum extent practicable, to avoid disruption, interruption or other adverse effects on traffic flow, throughput or level of service on the Project and Related Transportation Facilities. Developer shall conduct traffic management in accordance with all applicable Technical Provisions, Technical Documents, Laws and Governmental Approvals, and in accordance with the Traffic Management Plan. 9.2.2 Developer shall prepare and submit to TxDOT and the Independent Engineer for TxDOT approval a Traffic Management Plan for managing traffic on the Project and Related Transportation Facilities after the commencement of traffic operations on any portion of the Project, addressing (a) orderly and safe movement and diversion of traffic on Related Transportation Facilities during Project construction, (b) orderly and safe movement of traffic on the Project and (c) orderly and safe diversion of traffic on the Project and Related Transportation Facilities necessary in connection with field maintenance and repair work or Renewal Work or in response to Incidents, Emergencies and lane closures. Developer shall prepare the Traffic Management Plan according to the schedule set forth in the Technical Provisions. The Traffic Management Plan shall comply with the Technical Provisions and Technical Documents concerning traffic management and traffic operations. Developer shall carry out all traffic management during the Term in accordance with the approved Traffic Management Plan. 9.2.3 Developer shall implement the Traffic Management Plan to promote safe and efficient operation of the Project and Related Transportation Facilities at all times during the course of any construction or operation of the Project and during the Utility Adjustment Work. 9.2.4 TxDOT shall have at all times, without obligation or liability to Developer, the right 9.2.4.1 Issue Directive Letters to Developer regarding traffic management 9.2.4.2 Provide on the Project, via message signs or other means consistent with Good Industry Practice, non-Discriminatory traveler and driver information, and other public information (e.g. amber alerts), provided that the means to disseminate such information does not materially interfere with the functioning of the ETCS.