Issue Escalation Clause Samples

Issue Escalation. EITS Governance shall strive to resolve the vast majority of issues at the operational level. The EITSI is expected to facilitate the issue resolution processes, in accordance with other processes in the PWS and Call Orders and the SMM as applicable. However, not all issues will be resolved at the operational level, so the governance model will include an escalation process designed to promptly and efficiently escalate the issue for resolution. Where the Government, the Customer, and Contractor determine an issue cannot be resolved at an operational level and it cannot be resolved with escalation to EITSI, the issue is escalated to the Relationship Forums.

Issue Escalation. Plan is inserted as follows: As part of the Mini-Bid, the Authorized User may require the Contractor to develop and submit an issue escalation plan. The escalation plan should describe how the Contractor will manage any resulting Authorized User Agreement to ensure uninterrupted, high quality performance and overall contract effectiveness. The plan must at a minimum: • Detail action(s) to be taken to investigate any issues reported by an Authorized User; • Describe the process used to monitor and investigate any issues identified by the Contractor, and to notify an Authorized User of any such issues identified by the Contractor; • Describe how the Contractor will ensure an issue is addressed and resolved in a timely manner, and Authorized User Agreement terms and conditions, as well as any terms and conditions unique to an Authorized User Agreement, are met; and • Include a depiction of the chain of command for purposes of escalation, including at each level of the chain, a named contact, specifying the contact's title, role, phone number and email address.

Issue Escalation. The Customer may request that the “Severity Level” assigned by the Service Provider to an active Support Request be escalated if there are material changes in the impact of the Support Request on the business of the Customer, or if there is no Response from the Service Provider within 24 hours. Notwithstanding the foregoing, the severity classification of any Support Request is in the sole discretion of the Service Provider.

Issue Escalation. 10.1 Caretrack Support Manager is dedicated to delivering the Support Services documented within this schedule. However, if any incident is not resolved within expectations, the following levels of escalation are available to progress the problem resolution: Level 1 Support Services 01270 845000 Level 2 Support Manager 01270 845000 Level 3 Account Manager 01270 845000 Level 4 Software Operations Manager 07977 487283 In this Agreement: Applicable Law means any law, statute, regulation, byelaw or subordinate legislation in force from time to time to which a party is subject and/or in any jurisdiction that the services are provided to or in respect of the common law and laws of equity as applicable to the parties from time to time, any binding court order, judgment or decree, any applicable industry code, policy or standard or any applicable direction, policy, rule or order that is binding on a party and that is made or given by any regulatory body having jurisdiction over a party or any of that party’s assets, resources or business; Communication means a complaint, inquiry or request (other than a Data Subject Request) relating to either party’s obligations under Data Protection Laws relevant to this Agreement and/or the Processing of any of the Protected Data, including any compensation claim from a Data Subject or any notice, investigation or other action from a Data Protection Supervisory Authority relating to any of the foregoing; Controller has the meaning given to that term in Data Protection Laws;

Issue Escalation. We are continually trying to improve our customer experience and want to know when we do not meet expectations. If you have submitted a ticket and are not getting the service e you expected, please escalate your issue in the order of this list: ▇▇. Voice Engineer President & CTO CEO Scope of Work This agreement shall commence as of 07/01/2017, and remain in effect for 36 months. This Agreement is limited to the services defined under this section. Services shall be provided for the Term of Service, during Service Hours, and billed in accordance with the Service Payment Schedule. Upon mutual agreement between Encore and Client, this contract can be extended for two, 1-year terms. The services covered under this Agreement are limited to the support relating to Encore CloudVoice Services. Services performed outside the terms of this agreement will be billed at Encore’s standard hourly rates based upon the services performed. Some third-party software applications and network infrastructure may not be covered under this agreement and may require manufacturer support. The managed services listed in the Service Payment Schedule below are included in this Agreement. This Agreement includes Encore’s standard service level of support, which includes the following: • Guaranteed Response Time - All Service Requests related to this agreement warrant first response, evaluation, and/or attempted resolution via phone and/or remote trouble shooting conducted by an Encore authorized support personnel within four (4) business hours. • Remote Support Service – Encore will provide unlimited hours of remote support service relating to Encore CloudVoice Services. *Onsite support request are not covered under this agreement. If necessary, any request for onsite support will be quoted separately. Encore may perform a Standard Network Discovery to identify and document all network devices to be supported. A Standard Network Discovery will include all devices, IP Addresses, OS, IOS, Logins/Passwords, and remote access credentials. This documentation will be used by Encore to support the CLIENT’s network, and not used as deliverable. However, Encore will share this information with the CLIENT whenever requested. The CLIENT has the option to submit a complete equipment list for equipment and programs to be supported as well as install monitors if applicable or Encore can complete a site preparation for monitoring during the first prescheduled onsite visit. Payment Encore CloudVoice –...

Issue Escalation. Level 1 Support: Our initial support team will handle incoming inquiries and aim to resolve issues promptly within our standard response and resolution times. Examples include simple queries such as resetting passwords or advising on simple system function. - Level 2 Escalation: In cases where an issue cannot be resolved by Level 1 support within the specified timeframes or requires specialized expertise, it will be escalated to Level 2 support. This escalation typically involves senior support staff or technical experts – an example here would be a case involving a local or custom integration. - Level 3 Escalation: In rare situations where Level 2 support is unable to resolve an issue, it will be escalated to Level 3 support, involving senior management and technical leadership for immediate attention. Issues raised to Level 3 will likely involve the requirement of a back-end resolution by our development team. As such, Level 3 Escalations will involve the assignment of case numbers and weekly updates on these fixes. Escalation Criteria: Issues may be escalated based on criteria such as critical impact, prolonged resolution times due to software development required, or customer request for escalation. We prioritize customer satisfaction and timely issue resolution.

Issue Escalation. 10.1 The Supplier Support Manager is dedicated to delivering the Support Services documented within this schedule. However, if any incident is not resolved within expectations, the following levels of escalation are available to progress the problem resolution: Level 1 Support Services 01270 845000 Level 2 Support Manager 01270 845000 Level 3 Account Manager 01270 845000 Level 4 Software Operations Manager 07977 487283 In this Agreement: Applicable Law means any law, statute, regulation, byelaw or subordinate legislation in force from time to time to which a party is subject and/or in any jurisdiction that the services are provided to or in respect of the common law and laws of equity as applicable to the parties from time to time, any binding court order, judgment or decree, any applicable industry code, policy or standard or any applicable direction, policy, rule or order that is binding on a party and that is made or given by any regulatory body having jurisdiction over a party or any of that party’s assets, resources or business; Communication means a complaint, inquiry or request (other than a Data Subject Request) relating to either party’s obligations under Data Protection Laws relevant to this Agreement and/or the Processing of any of the Protected Data, including any compensation claim from a Data Subject or any notice, investigation or other action from a Data Protection Supervisory Authority relating to any of the foregoing; Controller has the meaning given to that term in Data Protection Laws; Data Protection Laws means, all applicable data protection and privacy legislation in force from time to time in the UK including without limitation the UK GDPR; the Data Protection Act 2018 (and regulations made thereunder) (DPA 2018); and the Privacy and Electronic Communications Regulations 2003 (SI 2003/2426) as amended; Data Protection Supervisory Authority means any regulator, authority or body responsible for administering Data Protection Laws; Data Subject has the meaning given to that term in Data Protection Laws; Data Subject Request means a request made by a Data Subject to exercise any right(s) of Data Subjects under the GDPR or under any similar Data Protection Laws in relation to any of the Protected Data or concerning the Processing of such data; Personal Data has the meaning given to that term in Data Protection Laws; Personal Data Breach means any actual or potential breach of security leading to the accidental or unlawful destruction, lo...

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Issue Escalation. In the event either Party determines it is not getting adequate resolution to a problem which may have material impact on the successful performance of the Services the following represents the escalation path to be followed: 1) Issues will initially be brought to the attention of each Party’s Project Owner (▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇ for Client; ▇▇▇▇ ▇▇▇▇▇▇ for Avanade). 2) If either Project Manager is unable or unwilling to address the issue, issues may next be taken directly to the Project Owner’s supervisor (▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇ for Client; ▇▇▇▇▇ ▇▇▇▇▇▇▇ for Avanade). 3) If, after 10 business days, the issue remains unresolved, either Party may raise the issue to the Parties’ senior executives. Any changes to or notifications of either Parties representative can be delivered via email and does not require a change request.