Common use of Escalation Process Clause in Contracts

Escalation Process. As noted above, the governance model strives to resolve the vast majority of issues at the operational level. However, not all issues will be resolved at this level, so the governance model includes an escalation process designed to promptly and efficiently route the issue to the appropriate committee for resolution. Most operational issues will be routed to a solution group; however, the IT Leadership Committee is the first resolver for high profile business, technology, and financial issues. After the DIR Customer and DCS Service Provider determine an issue cannot be resolved at the local operational level and it cannot be resolved with escalation to MSI involvement or the DCS Service Provider meets the escalation requirements for a Service Level Escalation Event or a Governance Escalation Event, the issue is escalated to DIR. DIR triages and makes a further attempt to resolve. If resolution is not reached quickly, then DIR determines the appropriate committee for resolution and coordinates with the committee chair and co-chair to determine when the issue can be placed on the agenda. DIR also coordinates with the DIR Customer and DCS Service Providers involved in the issue to complete the required documentation for DIR Customer input on the process as follows: • DIR assigns an issue number • DIR develops and confirms the issue description, a statement of the facts in the situation • DIR, DIR Customer and DCS Service Provider develop issue resolution paper o DIR provides details including, as applicable, cost implications, additional factual background, contract references, and previous solutions attempted o DIR Customer completes relevant facts, artifacts, and documentation from their perspective o Service Provider completes relevant facts, artifacts, and documentation from their perspective o DIR compiles all information into a single document DIR and the committee chair or co-chair coordinates the distribution of the issue material with the meeting agenda. Meeting agendas and associated material are distributed to DIR Customer IT Directors in advance of the meeting, with approximately 5-7 Business Days for DIR Customers to review and provide input to their committee representative and approximately 2 days for DIR to compile the comments received for distribution to all.

Escalation Process. As noted above, the governance model strives to resolve the vast majority of issues at the operational level. However, not all issues will be resolved at this level, so the governance model includes an escalation process designed to promptly and efficiently route the issue to the appropriate committee for resolution. Most operational issues will be routed to a solution group; however, the IT Leadership Committee is the first resolver for high profile business, technology, and financial issues. After the DIR DCS Customer and DCS Service Provider determine an issue cannot be resolved at the local operational level and it cannot be resolved with escalation to MSI involvement or the DCS Service Provider meets the escalation requirements for a Service Level Escalation Event or a Governance Escalation Eventlevel, the issue is escalated to DIR. The DIR triages and makes a further attempt to resolve. If resolution is not reached quickly, then DIR determines the appropriate committee for resolution and coordinates with the committee DCS Customer Committee chair and or co-chair to determine when the issue can be placed on the agenda. DIR also coordinates with the DIR DCS Customer and DCS Service Providers involved in the issue to complete the required documentation for DIR DCS Customer input on the process as follows: • : a. DIR assigns an issue number • number b. DIR develops and confirms the issue description, a statement of the facts in the situation • c. DIR, DIR DCS Customer and DCS Service Provider develop an issue resolution paper o DIR provides details including, as applicable, on cost implications, implications and additional factual background, contract references, and previous solutions attempted attempted, if applicable o DIR DCS Customer completes the DCS Customer section, including relevant facts, artifacts, and documentation from their perspective o Service Provider completes the Service Provider section, including relevant facts, artifacts, and documentation from their perspective o DIR compiles all information into a single document DIR and the committee chair or co-chair coordinates coordinate the distribution of the issue material with the meeting agenda. Meeting agendas and associated material are distributed to DIR DCS Customer IT Directors in advance of the meeting, with approximately 5-7 Business Days for DIR DCS Customers to review and provide input to their committee representative and approximately 2 days for DIR to compile the comments received for distribution to all. DIR has developed a tracking system that will be integrated with the Portal to facilitate document input, review, and distribution.

Escalation Process. ‌ As noted above, the governance model strives to resolve the vast majority of issues at the operational level. However, not all issues will be resolved at this level, so the governance model includes an escalation process designed to promptly and efficiently route the issue to the appropriate committee for resolution. Most operational issues will be routed to a solution group; however, the IT Leadership Committee is the first resolver for high profile business, technology, and financial issues. After the DIR Customer and DCS Service Provider determine an issue cannot be resolved at the local operational level and it cannot be resolved with escalation to MSI involvement or the DCS Service Provider meets the escalation requirements for a Service Level Escalation Event or a Governance Escalation Event, the issue is escalated to DIR. DIR triages and makes a further attempt to resolve. If resolution is not reached quickly, then DIR determines the appropriate committee for resolution and coordinates with the committee chair and co-chair to determine when the issue can be placed on the agenda. DIR also coordinates with the DIR Customer and DCS Service Providers involved in the issue to complete the required documentation for DIR Customer input on the process as follows: • DIR assigns an issue number • DIR develops and confirms the issue description, a statement of the facts in the situation • DIR, DIR Customer and DCS Service Provider develop issue resolution paper o DIR provides details including, as applicable, cost implications, additional factual background, contract references, and previous solutions attempted o DIR Customer completes relevant facts, artifacts, and documentation from their perspective o Service Provider completes relevant facts, artifacts, and documentation from their perspective o DIR compiles all information into a single document DIR and the committee chair or co-chair coordinates the distribution of the issue material with the meeting agenda. Meeting agendas and associated material are distributed to DIR Customer IT Directors in advance of the meeting, with approximately 5-7 Business Days for DIR Customers to review and provide input to their committee representative and approximately 2 days for DIR to compile the comments received for distribution to all.

Escalation Process. As noted above, the governance model strives to resolve the vast majority of issues at the operational level. However, not all issues will be resolved at this level, so the governance model includes an escalation process designed to promptly and efficiently route the issue to the appropriate committee for resolution. Most operational issues will be routed to a solution group; however, the IT Leadership Committee is the first resolver for high profile business, technology, and financial issues. After the DIR Customer and DCS Service Provider determine an issue cannot be resolved at the local operational level and it cannot be resolved with escalation to MSI involvement or the DCS Service Provider meets the escalation requirements for a Service Level Escalation Event or a Governance Escalation Eventlevel, the issue is escalated to DIR. The DIR triages and makes a further attempt to resolve. If resolution is not reached quickly, then DIR determines the appropriate committee for resolution and coordinates with the committee Customer Committee chair and or co-chair to determine when the issue can be placed on the agenda. DIR also coordinates with the DIR Customer and DCS Service Providers involved in the issue to complete the required documentation for DIR Customer input on the process as follows: • : a. DIR assigns an issue number • number b. DIR develops and confirms the issue description, a statement of the facts in the situation • c. DIR, DIR Customer and DCS Service Provider develop an issue resolution paper o DIR provides details including, as applicable, on cost implications, implications and additional factual background, contract references, and previous solutions attempted attempted, if applicable o DIR Customer completes the Customer section, including relevant facts, artifacts, and documentation from their perspective o Service Provider completes the Service Provider section, including relevant facts, artifacts, and documentation from their perspective o DIR compiles all information into a single document DIR and the committee chair or co-chair coordinates coordinate the distribution of the issue material with the meeting agenda. Meeting agendas and associated material are distributed to DIR Customer IT Directors in advance of the meeting, with approximately 5-7 Business Days for DIR Customers to review and provide input to their committee representative and approximately 2 days for DIR to compile the comments received for distribution to all. DIR has developed a tracking system that will be integrated with the Portal to facilitate document input, review, and distribution.