MANAGEMENT ESCALATION PROCESS Clause Samples

MANAGEMENT ESCALATION PROCESS. The purpose of any escalation procedure is to ensure that unresolved problems are brought to the appropriate levels of expertise and management for attention and action. This includes, but is not limited to, problems not resolved in the time frames as indicated in Section 3.5.2 - Performance Requirements, problems whose priorities cannot be agreed to, problems that turn into design change requests, undetermined problems, and sporadic problems. For the purposes of this process, escalation time frames to the various levels of management are determined by the requested prioritization of the problem. This escalation process is for post sales support of hardened Product at a Customer site and is not intended for use during lab evaluation of beta or in field trial loads of Product, nor is it intended for use where there is an acceptable proposal for service restoration. After the Customer reports the problem, it is the responsibility of the First Line support organization to begin the escalation process and to escalate unresolved problems in a timely and accurate manner. The Management Escalation process should involve parallel escalation within both Siemens and Unisphere to insure that both companies are escalating unresolved issues simultaneously. It is also the intent of this escalation procedure to properly report escalated issues to non-service groups within the Unisphere and Siemens companies. The Table below depicts the committed escalation goals as they it relate to problem management for the Customer. All hours indicated refer to hours during the Business Day, except in the case of Emergency Problems, which will operate on a 7 day by 24-hour clock.