ESCALATION PROCEDURES DURING SERVICE Clause Samples
ESCALATION PROCEDURES DURING SERVICE. MAINTENANCE Bidders must provide escalation procedures to address inadequate maintenance service of the contracted network service. These escalation procedures must include multiple levels of management personnel. Access to additional management personnel must be made available to the Authorized User upon request. In addition, these procedures must include: X • a list of personnel at each level of escalation (titles/positions in place of specific individual names is acceptable); X • contact telephone, fax, pager, cellular numbers for the personnel listed above; X • methods by which escalation is initiated and conducted; and X • criteria for escalation at each level Section IX., page 30.
ESCALATION PROCEDURES DURING SERVICE. MAINTENANCE Bidders must provide escalation procedures to address inadequate maintenance service of the contracted network service. These escalation procedures must include multiple levels of management personnel. Access to additional management personnel must be made available to the Authorized User upon request. In addition, these procedures must include: VII.1 X • a list of personnel at each level of escalation (titles/positions in place of specific individual names is acceptable); VII.1 X • contact telephone, fax, pager, cellular numbers for the personnel listed above; VII.1 X • methods by which escalation is initiated and conducted; and VII.1 X • criteria for escalation at each level VII.1 X Bidders must provide an SLA for all internet and hosting services with the following as a minimum performance levels. SPECIFIC Location Bid or SLA (Page/Section) or Service Not Bid Meet Requirement Exceed Requirement Does Not Meet Requirement • On-Net Network % Availability — 100% IX.1.1.3 X