Escalation Management. In addition to setting priority levels for reported End User Problems, Pulse Secure will provide the following systematic escalation management for Problems: Manager, Technical Support 1 hour 12 hours 15 days 30 days Director, Customer Service 2 hours 24 hours VP, Customer Service 4 hours 96 hours VP, Engineering & Sales 4 hours EVP/SVP, Operations 24 hours
Appears in 3 contracts
Sources: End User Support Agreement, End User Support Agreement, End User Support Agreement