Common use of Escalation Matrix Clause in Contracts

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. 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