Escalation Matrix Clause Samples
POPULAR SAMPLE Copied 60 times
Escalation Matrix. In the event of dissatisfaction with the services rendered, Customer may contact the Business Relationship Manager, National Data Center, BCC. Following is the escalation matrix: Escalation Level When to Escalate Role Contacts Level 1 If SLA target is breached Business Relationship Manager Name: Md. ▇▇▇▇▇ ▇▇▇▇▇ Mobile: +▇▇▇▇▇▇▇▇▇▇▇▇▇ Email: ▇▇▇▇▇.▇▇▇▇▇@▇▇▇.▇▇▇.▇▇ Level 2 Level 1 remained unresponsive for 3 days without providing any resolution Management Representative Name: Md. ▇▇▇▇▇▇▇ Bin ▇▇▇▇ Mobile: +▇▇▇▇▇▇▇▇▇▇▇▇▇ Email: ▇▇▇▇▇▇▇.▇▇▇▇@▇▇▇.▇▇▇.▇▇ Level 3 Level 2 remained unresponsive for 2 days without providing any resolution Director (National Data Center) Name: Engr. ▇▇▇▇▇▇ ▇▇▇▇▇ ▇▇ ▇▇▇▇▇ Mobile: +▇▇▇▇▇▇▇▇▇▇▇▇▇ Email: ▇▇▇▇▇.▇▇▇▇▇@▇▇▇.▇▇▇.▇▇ In case of any disagreement while defining any service, severity or understanding service scope, authorized technical representatives from both the parties will finalize this issue and if the representatives fail to settle this issue, such cases will be escalated to the Top Management of the Customer and Top Management of NDC.
Escalation Matrix. Logging of complaint is mandatory to ensure that fault ticket number is generated for further reference & auto escalation through our work flow system
Escalation Matrix. Clients should engage with our Global Service Desk as a single point of contact to report issues, request services, and receive information about service health.
Escalation Matrix. 14.1. As per the times show in table 3, call co-ordinators will be notified when calls have not been closed (resolved) with the specified time frames. If these severity’s times are not archived in table 3, the escalation table 3a for Data Services or table 3b for Voice Services can be used below. Level 1 SMC Supervisor Network Monitoring 3rd Party Management Infrastructure Management Level 2 Incident Manager Escalations from Level 1 Level 3 Head of Operations Escalations from Level 2 Core network failures Level 4 Executive Client Service Escalations from Level 3 Core network failures Level 1 SMC Supervisor Voice Monitoring 3rd Party Management Infrastructure Management Level 2 SNR Operation Manager Escalations from Level 1 Level 3 Head of Operations Escalations from Level 2 Voice network failures Level 4 Executive Head: Client Service Escalations from Level 3 Voice network failures
Escalation Matrix. In the event of dissatisfaction with the services rendered, Customer may contact the Business Relationship Manager, National Data Center, BCC. Following is the escalation matrix: Escalation Level Role Name Landline Mobile Email Level1 Business Relationship Manager ▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇ +88-02-5500 6840 +88-01717- 687792 ▇▇▇▇▇▇▇▇.tarapdar@ ▇▇▇.▇▇▇.▇▇ Level2 (After 3 Days of Level 1) Management Representative Hasan Uj Jaman +88-02-5500 6840 +88-01760- 403336 hasan.jaman@bcc. ▇▇▇.▇▇ Level3 (After 2 days of Level 2) Director Data Center ▇▇▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇▇▇▇▇ +88-02-5500 6840 +88-01670- 974703 ▇▇▇▇▇▇▇.barkatullah @▇▇▇.▇▇▇.▇▇ In case of any disagreement while defining any service severity or understanding service scope, authorized technical representatives from both the parties will finalize this issue and if the representatives fail to settle this issue, such cases will be escalated to the Top Management of the Customer and Top Management of NDC.
Escalation Matrix. Contact persons from Somnetics for rendering of Support are defined hereunder as follows:
Escalation Matrix. 9.1. If the client feels Dotmac Technologies is not meeting SLA commitments, follow this escalation path: ● 1st Level: WhatsApp (▇▇▇▇▇▇▇▇▇▇▇), Website complaint form, or live chat. ● 2nd Level: Email ▇▇▇▇▇▇▇@▇▇▇▇▇▇.▇▇ follow-up on WhatsApp with the ticket ID.
Escalation Matrix. 8.1 The escalation matrix for resolving a issues is as follows:
8.1.1 Call is registered with 24x7 iNOC support helpdesk and a ticket is assigned (L0)
8.1.2 Subsequent to call registration the problem is handled by L0/L1
8.1.3 If the issue is not resolved within the time frames indicated above L2 will look into the issue
8.1.4 In case the issue becomes critical, then it will be escalated to L3.
Escalation Matrix. P0/P1 Tickets P2 Tickets P3 Tickets
Escalation Matrix. Leve l Time After Expiry of ERT Name Portfolio Contact Information