Escalation and complaints. For escalation and complaints (A customer complaint is a customer's expression of dissatisfaction with an EGI service, either orally or in writing.), the Provider contact (section 6.1) point shall be used, and the following rules apply. • In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the supporting Resource Centres, xxxxxxxxxx@xxx.xx should be informed. 7 Information security and data protection The following rules for information security and data protection related to the Service apply. • Assertion of absolute security in IT systems is impossible. The Provider is making every effort to maximize security level of users’ data and minimalize possible harm in the event of an incident. • The Provider will define and abide by an information security and data protection policy related to the service being provided. • The parties of the Agreement will meet all requirements of any relevant policy or procedure of the Provider22 and will comply with the applicable national legislations. 21 xxxxx://xxxxxxxxx.xxx.xx/document/2748 22 xxxxx://xxx.xxx.xx/about/policy/policies_procedures.html 8 Responsibilities
Escalation and complaints. For escalation and complaints (A customer complaint is a customer's expression of dissatisfaction with an EGI service, either orally or in writing.), the Provider contact (section 6.1) point shall be used, and the following rules apply. • In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the supporting Resource Centres, xxxxxxxxxx@xxx.xx should be informed.
Escalation and complaints. For escalation and complaints, the Provider contact (section 6.1) point shall be used, and the following rules apply. • In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement and of the Services enhancement plan will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the supporting Resource Centres, XXX.xx Director xxxxxxxx@xxx.xx should be informed.
Escalation and complaints. For complaints, the defined RC contact point shall be used, and the following rules apply: • Complaints should be directed to the RP contact • The RC contact will be contacted in case of received complaints.
Escalation and complaints. For complaints, the defined Provider contact point shall be used, and the following rules apply: • Complaints should be directed to the customer contact • The provider contact will be contacted in case of received complaints.
Escalation and complaints. For escalation and complaints, the Provider contact (section 6.1) point shall be used, and the following rules apply. • In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement and of the Services enhancement plan will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the supporting Resource Centres, XXX.xx Director xxxxxxxx@xxx.xx should be informed. 10 xxxxx://xxxxxxxxx.xxx.xx/document/2748 7 Information security and data protection The following rules for information security and data protection related to the Service apply. • Assertion of absolute security in IT systems is impossible. The Provider is making every effort to maximize security level of users’ data and minimalize possible harm in the event of an incident. • The Provider will define and abide by an information security and data protection policy related to the service being provided. • The parties of the Agreement will meet all requirements of any relevant policy or procedure of the Provider11 and will comply with the applicable national legislations.
Escalation and complaints. For escalation and complaints, the Component Provider contact point shall be used, and the following rules apply. • In case of repeated violation of the Services targets for two consecutive months or four months over a period of 12 months, a review of the Agreement and of the Services enhancement plan will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Component Provider contact who will promptly address these concerns. Should EGI Foundation still feel dissatisfied, about either the result of the response or the behaviour of the Component Provider, EGI Foundation Director xxxxxxxx@xxx.xx should be informed. 7 Information security and data protection As defined in the EGI Default Operational Level Agreement 8 Responsibilities
Escalation and complaints. For escalation and complaints (A pilot member complaint is an expression of dissatisfaction with an EOSC DIH service or support, either orally or in writing), the EOSC DIH contact point shall be used and vice versa.
Escalation and complaints. For escalation and complaints (A customer complaint is a customer's expression of dissatisfaction with an EGI service, either orally or in writing.), the Provider contact (section 6.1) point shall be used, and the following rules apply. 29 xxxxx://xxxxxxxxx.xxx.xx/document/2748 • In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the supporting Resource Centres, xxxxxxxxxx@xxx.xx should be informed.
Escalation and complaints. Technical and non-technical issues that cannot be resolved by the Leonhard Med service desk will be escalated to the service owner. They can further escalated to the service provider representative (i.e., section head of the Scientific IT Services) as a complementary mechanism to the escalation steps documented in the AUP [1].
