Common use of Incident Escalation Clause in Contracts

Incident Escalation. In the event that an incident cannot be resolved by the Suppliers’ Managed Service desk level engineers within a timeframe commensurate with the incident’s impact and urgency, the incident will be escalated to a higher level and/or management. If the incident is categorised as a priority 1 incident and cannot be resolved solely by the Supplier, then the Supplier may seek the assistance of the appropriate vendors. In the event of doing so the relevant service level agreements as dictated by the vendor will be applicable.

Incident Escalation. In the event that an incident cannot be resolved by the Suppliers’ Managed Service desk level engineers Supplier within a timeframe commensurate with the incident’s impact and urgency, the incident will be escalated to a higher level and/or management. If the incident is categorised as a priority 1 incident and cannot be resolved solely by the Supplier, Supplier then the Supplier may seek the assistance of the appropriate vendors. In the event of doing so the relevant service level agreements as dictated by the vendor will be applicable, which will be communicated and agreed with the Client.