Common use of Service Contacts Clause in Contracts

Service Contacts. The Authority requires that the vendor establish a contact sheet and availability calendar to be used to contact support resources after hours. An account manager and single point of contact is to be made available and responsible for the successfully delivery of service to the Authority by the vendor. The account manager is to facilitate and deliver service level reporting and be responsible for adjusting team skillsets and performance to address identified issues. The vendor will develop and provide an escalation plan to include the levels and timing of escalations that are to occur during the issue resolution process. This escalation plan will give increasing focuses to issues as they age or have a greater impact on the organization. The escalation plan will include both SCRRA escalation paths and vendor internal escalation paths.