Common use of Fault Escalation Clause in Contracts

Fault Escalation. 13.1 Subject to paragraph 13.2, if a Fault is not resolved within the target fix timescales, Service Users may escalate the issue in accordance with the following table: Escalation Level Escalated To Time Elapsed Service Provider Service User 1 Service Desk Manager School IT Network Managers By target fix time for priority 2 Service Manager Schools IT Manager By target fix time for priority +2 hours 3 CEO European IT Director By target fix time for priority +16 hours 13.2 In exceptional circumstances where a delay in the Fault resolution process set out in paragraph 12 would or is likely to cause significant disruption to the Service User, the Service User may escalate the issue direct to the Service Provider’s service manager.‌

Fault Escalation. 13.1 Subject to paragraph 13.2, if a Fault is not resolved within the target fix timescales, Service Users may escalate the issue in accordance with the following table: Escalation Level Escalated To Time Elapsed Service Provider Service User 1 Service Desk Manager School IT Network Managers By target fix time for priority 2 Service Manager Schools IT Manager By target fix time for priority +2 hours 3 CEO European IT Director By target fix time for priority +16 hours 13.2 In exceptional circumstances where a delay in the Fault resolution process set out in paragraph 12 would or is likely to cause significant disruption to the Service User, the Service User may escalate the issue direct to the Service Provider’s service manager.‌manager.