Common use of An Escalation Clause in Contracts

An Escalation. Regardless of an incident’s severity level, escalation is warranted and will occur according to the time for response as outlined on Table 3 below. Escalation Path for Technical Support Issues: If Customer is not satisfied with the technical support provided by AMS; Customer may request escalation from the AMS Customer Service desk. The AMS customer support dispatcher will immediately escalate the call to the appropriate supervisory level, and a representative will contact the customer or recipient within two (2) hours (severity 1), four (4) hours (severity 2), or two (2) business days (severity 3). Incident Reporting Process Customer will communicate incidents to AMS in the following manner: ! Customer will open trouble tickets via email until further notice by IAD Trouble tickets can be reported at any time. Email will primarily be used to provide follow-up information / confirmation of trouble tickets opened.

An Escalation. Regardless of an incident’s severity level, escalation is warranted and will occur according to the time for response as outlined on Table 3 below. Escalation Path for Technical Support Issues: If Customer is not satisfied with the technical support provided by AMS; Customer may request escalation from the AMS Customer Service desk. The AMS customer support dispatcher will immediately escalate the call to the appropriate supervisory level, and a representative will contact the customer or recipient within two (2) hours (severity 1), four (4) hours (severity 2), or two (2) business days (severity 3). Incident Reporting Process Customer will communicate incidents to AMS in the following manner: ! • Customer will open trouble tickets via email (removed for Business Confidential reasons. This lists an email address.), until further notice by IAD Trouble tickets can be reported at any time. Email will primarily be used to provide follow-up information / confirmation of trouble tickets opened.