Global Escalation Contact Points Clause Samples

Global Escalation Contact Points. Global will provide a twenty four (24) hour per day, seven (7) day per week, and three hundred sixty five (365) day per year support to Mercury for outage related events. ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇ ***** *****@▇▇▇▇▇▇▇▇▇.▇▇▇ Level 2 ***** after initial contact with NOC if no satisfaction and or Resolution. Global NOC Management ***** *****@▇▇▇▇▇▇▇▇▇.▇▇▇ Level 3 ***** after 2nd level if no satisfaction or Resolution from 2nd level. ***** ***** *****@▇▇▇▇▇▇▇▇▇.▇▇▇ Level 4 ***** after 3rd level if no satisfaction or Resolution from 2nd or 3rd level. ***** ***** *****@▇▇▇▇▇▇▇▇▇.▇▇▇ Mercury – Confidential & Proprietary • General EFT requests that may be sent to the ISO Client Specialist will be completed within ***** days. For example, if a request is received on Monday, it will be completed by ***** regardless of what time the request is received on Monday. If an exception occurs and the time frame cannot be met, the customer will be notified. • Once an EFT request is received, the following procedure occurs at Global Payments • Compilation of the necessary back up documentation (MAS MST screen shot, reserve report, email from requestor, and EFT Approval Form) • Data entry of the EFT request into the Oracle financial system • Submit the EFT documentation to Management for approval by ***** • Management approves all EFTs by ***** • EFTs are transmitted to the banks for posting to the merchant’s bank account. • Notes: • It is important to note that on EFTs, the time that we receive the request does not drive the ***** day turnaround. If we receive a request at 9 am on Monday, it has to be complete by *****. While we may have the paperwork prepared and completed by 9 am on ***** (the technical ***** day window), it cannot be transmitted until 3 pm. This is dictated by the system and process and not by the Client Service department. • Also worth noting is that a merchant will not receive his funds the day that we transmit the EFT, please explain not only our timeframe but that it can take an additional 1 to 2 days for the EFT to post to the checking account. This additional time frame is not dictated by Global Payments and is outside of our control. • In the event that flexibility can be gained on timing as we transition to ▇▇▇▇▇, Global payments will explore options for later cut off and transmission times. • These are differentiated because they result due to manual reserves being placed and generally have a different level of priority by the customer. •...
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