Call Tracking and Response Clause Samples

The Call Tracking and Response clause establishes procedures for monitoring and managing incoming calls related to the agreement or services provided. Typically, it outlines requirements for tracking call details such as time, date, caller identity, and the nature of the inquiry, as well as specifying response times and escalation processes for unresolved issues. This clause ensures accountability and timely communication, helping to maintain service quality and address concerns efficiently.
Call Tracking and Response. ImageSoft’s help desk shall track all Customer notifications and categorize them as follows: Critical An issue has been identified and is either causing a significant portion of the system to be unusable, or is significantly affecting Customer productivity and no workaround is available. These calls are addressed before all others. 1 business hour High An issue has been identified and is either causing a significant portion of the system to be unusable, or is significantly affecting Customer productivity, however, a workaround is available. 4 business hours Medium An issue has been identified but is not significantly affecting Customer productivity. 8 business hours Low System is operating as documented; however, Customer has requested a change to the system or Customer has requested General Assistance or Advice. 24 business hours ImageSoft will record information in a concise manner in an internal issue tracking database. A summary report will be provided to Customer upon request of the notifications that have been received. Once an ETN is assigned then ImageSoft will respond to Customer notifications within the timeframes shown above. Response will include attempting to make direct contact with the Party that submitted the notification. Direct contact will first be attempted via telephone or pager. Secondly, an e-mail may be sent or another Customer party may be contacted. The course of action will vary depending upon the nature and severity of the notification.
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Related to Call Tracking and Response

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