MANAGEMENT ESCALATION PROCESS Clause Samples

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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.
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MANAGEMENT ESCALATION PROCESS. The Parties will use all reasonable endeavours to resolve any disputes which arise in relation to Response or assignment of Severity Levels to a Fault in accordance with the provisions of this paragraph. The dispute shall be escalated in accordance with the following table if any one of the persons in the table wishes to do so: Level Title Contact Details Initial Call Elecosoft Helpdesk Telephone ▇▇▇▇▇ ▇▇▇▇▇▇ Level 1 Customer Relationship Manager Telephone ▇▇▇▇▇ ▇▇▇▇▇▇ Level 2 Nominated Product Manager Telephone ▇▇▇▇▇ ▇▇▇▇▇▇ If the dispute remains unresolved after the above escalation levels have been exhausted it shall be referred to Elecosoft’s Managing Director who shall endeavour to resolve it and if unresolved within one day, the Parties may elect to resolve the issue by mediation or an alternative dispute resolution procedure.
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MANAGEMENT ESCALATION PROCESS. If in the course of the performance of this Agreement the two Services Executive Coordinators are unable to mutually resolve an issue, the issue will be brought to the Compaq Vice President and General Manager, Customer Services and Inacom Senior Vice President, Solutions Delivery for management resolution. Should these two individuals fail to achieve mutually acceptable management resolution, the issue will be raised to the Chief Executive Officer of the respective companies for management resolution. Thereafter, if an issue is not mutually resolved, the parties shall resolve such issue in accordance with Section 5.8 hereof.
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Related to MANAGEMENT ESCALATION PROCESS

  • Escalation Process If Customer believes in good faith that Customer has not received quality or timely assistance in response to a support request or that Customer urgently need to communicate important support related business issues to Service Provider’s management, Customer may escalate the support request by contacting Service Provider and requesting that the support request be escalated to work with Customer to develop an action plan.

  • Escalation Procedure In the event that the Authority and the Supplier are unable to agree the performance score for any KPI during a Supplier Review Meeting, the disputed score shall be recorded and the matter shall be referred to the Authority Representative and the Supplier Representative in order to determine the best course of action to resolve the matter (which may involve organising an ad-hoc meeting to discuss the performance issue specifically). In cases where the Authority Representative and the Supplier Representative fail to reach a solution within a reasonable period of time, the matter shall be dealt with in accordance with the procedure set out in Clause 48 (Dispute Resolution). 

  • Construction Phase Services 3.1.1 – Basic Construction Services

  • Evaluation Process ‌ A. The immediate supervisor will meet with an employee at the start of their review period to discuss performance expectations. The employee will receive copies of their performance expectations as well as notification of any modifications made during the review period. Employee work performance will be evaluated during probationary, trial service and transition review periods and at least annually thereafter. Notification will be given to a probationary or trial service employee whose work performance is determined to be unsatisfactory. B. The supervisor will discuss the evaluation with the employee. The employee will have the opportunity to provide feedback on the evaluation. The discussion may include such topics as: 1. Reviewing the employee’s performance; 2. Identifying ways the employee may improve their performance; 3. Updating the employee’s position description, if necessary; 4. Identifying performance goals and expectations for the next appraisal period; and 5. Identifying employee training and development needs. C. The performance evaluation process will include, but not be limited to, a written performance evaluation on forms used by the Employer, the employee’s signature acknowledging receipt of the forms, and any comments by the employee. A copy of the performance evaluation will be provided to the employee at the time of the review. A copy of the final performance evaluation, including any employee or reviewer comments, will be provided to the employee. The original performance evaluation forms, including the employee’s comments, will be maintained in the employee’s personnel file. D. If an employee disagrees with their performance evaluation, the employee has the right to attach a rebuttal. E. The performance evaluation process is subject to the grievance procedure in Article 30. The specific content of a performance evaluation is not subject to the grievance procedure. F. Performance evaluations will not be used to initiate personnel actions such as transfer, promotion, or discipline.

  • ESCALATION PROCEDURES 48.1 The Standard Practices outlines the escalation process which may be invoked at any point in the Service Ordering, Provisioning, and Maintenance processes to facilitate rapid and timely resolution of disputes.