Common use of Escalation Matrix Clause in Contracts

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. 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. 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 In-Charge (National Data Center) Name: EngrSk. ▇▇▇▇▇▇▇ ▇▇▇▇▇ ▇▇ ▇▇▇▇▇ 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.