ESCALATIONS MANAGEMENT Sample Clauses

ESCALATIONS MANAGEMENT. This encompasses specific processes which ensure escalation from one resolution process to the next higher level resolution process is maintained, escalation into Dimension Data, Carrier or 3rd Party operations or service management is facilitated, and escalation to the designated central point of contact for the Customer is provided. The Call Management Centre ensures that escalations occur within agreed SLA timeframes and ensures that appropriate notification is made to responsible parties if they are about to or already have exceeded their SLA parameters.