Problem Escalation Clause Samples

Problem Escalation. The Reseller must provide an incident escalation path for each State, showing on that State’s website, the name, contact information, and role of individuals to whom problems should be escalated if the problems are not resolved by primary assigned contacts.

Problem Escalation. Contractor must provide an incident escalation path for each Participating Entity, providing on that Participating Entity’s website, the name, contact information, and role of individuals to whom problems should be escalated if the problems are not resolved by primary contact with both the Contractor and Authorize Dealer/Partner.

Problem Escalation. The parties acknowledge and agree that certain technical and project related problems or issues may arise, and that such matters shall be brought to the CA 9-1-1 Branch’s attention. Problems or issues shall be reported in monthly status reports and via web-based alert and monitoring systems accessible by the CA 9-1-1 Branch. Severity of the problem(s) as outlined below require escalated reporting. To this extent, the Contractor or the PSAP will determine the level of severity and notify the appropriate CA 9-1-1 Branch personnel. The CA 9-1-1 Branch personnel notified, and the time period taken to report the problem or issue, shall be at a level commensurate with the severity of the problem or issue. CA 9-1-1 Branch escalation levels are as follows: First level: PSAP Advisor ▇▇▇▇▇.▇▇▇▇@▇▇▇▇▇▇.▇▇.▇▇▇ (916) 657-#### Second level: Advisory and Compliance Unit Supervisor First.Last @▇▇▇▇▇▇.▇▇.▇▇▇ (916) 657-#### Third level: Program Management Division Chief First.Last @▇▇▇▇▇▇.▇▇.▇▇▇ (916) 657-#### Please refer to the CA 9-1-1 Branch Organizational Chart for up to date personnel:

Problem Escalation. The parties acknowledge and agree that certain technical and project related problems or issues may arise, and that such matters shall be brought to the EDD's attention. Problems or issues shall normally be reported in regular status reports. There may be instances, however, where the severity of the problems justifies escalated reporting. To this extent, the Contractor will determine the level of severity and notify the appropriate EDD personnel. The EDD personnel notified, and the time period taken to report the problem or issue, shall be at a level commensurate with the severity of the problem or issue. The EDD personnel include, but are not limited to, the following: First level: - EDD Chief Information Officer Second level: EDD Assistant Director Third level: EDD Director

Problem Escalation a. The parties acknowledge/agree that certain technical and project-related problems or issues may arise and that each party shall bring such matters to the immediate attention of the other party when identified. Known problems or issues shall be reported in regular weekly status reports or meetings. However, there may be instances where the severity of the problem justifies escalated reporting. To this extent, the State will determine the next level of severity, and notify the appropriate State and CSP personnel. The personnel notified, and the time-period taken to report the problem or issue, shall be at a level commensurate with the severity of the problem or issue. b. The State personnel include, but are not limited to the following: First Level: Service Desk – (▇▇▇) ▇▇▇-▇▇▇▇, ▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇.▇▇.▇▇▇ Second Level: ▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇ – (▇▇▇) ▇▇▇-▇▇▇▇, ▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇@▇▇▇▇▇.▇▇.▇▇▇ or ▇▇▇▇▇ ▇▇▇▇▇▇ – (▇▇▇) ▇▇▇-▇▇▇▇, ▇▇▇▇▇.▇▇▇▇▇▇@▇▇▇▇▇.▇▇.▇▇▇ Third Level: ▇▇▇▇ ▇▇▇, (▇▇▇) ▇▇▇-▇▇▇▇, ▇▇▇▇.▇▇▇@▇▇▇▇▇.▇▇.▇▇▇ Fourth Level: ▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇ – (▇▇▇) ▇▇▇-▇▇▇▇, ▇▇▇▇▇.▇▇▇▇▇▇▇▇▇@▇▇▇▇▇.▇▇.▇▇▇ c. The Contractor personnel include, but are not limited to the following: First Level: ▇▇▇▇▇▇ ▇▇▇▇▇▇▇, (▇▇▇) ▇▇▇-▇▇▇▇. ▇▇▇▇▇▇_▇▇▇▇▇▇▇@▇▇▇▇.▇▇▇ ▇▇▇▇▇▇ Ear, (▇▇▇) ▇▇▇-▇▇▇▇. ▇▇▇▇▇▇_▇▇▇@▇▇▇▇.▇▇▇ Second Level: ▇▇▇▇▇ ▇▇▇▇▇, (▇▇▇) ▇▇▇-▇▇▇▇. ▇▇▇▇▇▇.▇.▇▇▇▇▇@▇▇▇▇.▇▇▇ Third Level: ▇▇▇ ▇▇▇▇, (▇▇▇) ▇▇▇-▇▇▇▇. ▇▇▇.▇▇▇▇@▇▇▇▇.▇▇▇

Problem Escalation. Hours 0 to 72: SearchStax will work to resolve the problem and will attempt to provide a solution within 72 hours after problem identification. If problem identification has not occurred within the timeline outlined in the response expectation table, the problem will be assigned Severity Level 1 and SearchStax will follow the escalation procedures for Severity Level 1 problems. After 4 business days (provided that the problem is not due to the fault of Customer), if SearchStax has not established a plan to correct the problem within a 10-day period, SearchStax will escalate the problem in accordance with the Severity Level 1 escalation procedures described above.

Problem Escalation. The parties acknowledge and agree certain technical and project related problems or issues may arise, and such matters shall be brought to Cal OES’s attention. Problems or issues shall normally be reported in regular status reports. There may be instances, however, where the severity of the problem justifies escalated reporting. To this extent the Fire Agency will determine the level of severity and notify the appropriate Cal OES personnel. Cal OES personnel notified, and the time period taken to report the problem or issue, shall be at a level commensurate with the severity of the problem or issue. Cal OES personnel include, but are not limited to, the following: First level: ▇▇▇▇ ▇▇▇▇▇, Emergency Services Coordinator Second level: ▇▇▇ ▇▇▇▇▇▇▇, Chief, Fire and Rescue Services Third level: ▇▇▇ Bout, Assistant Deputy Director, Response Operations

Problem Escalation. The parties acknowledge and agree that certain technical and project related problems or issues may arise, and that such matters shall be brought to the CA 9-1- 1 Branch’s attention. Problems or issues shall be reported in monthly status reports and via web-based alert and monitoring systems accessible by the CA 9-1-1 Branch. Severity of the problem(s) as outlined below require escalated reporting. To this extent, the Contractor or the PSAP will determine the level of severity and notify the appropriate CA 9-1-1 Branch personnel. The CA 9-1-1 Branch personnel notified, and the time period taken to report the problem or issue, shall be at a level commensurate with the severity of the problem or issue. CA 9-1-1 Branch escalation levels are as follows: First level: ▇▇▇▇ ▇▇▇▇▇▇ ▇▇▇▇.▇▇▇▇▇▇@▇▇▇▇▇▇.▇▇.▇▇▇ (▇▇▇) ▇▇▇-▇▇▇▇ Email: ▇▇▇▇▇.▇▇▇▇▇▇▇@▇▇▇▇▇▇.▇▇.▇▇▇ Phone: (▇▇▇) ▇▇▇-▇▇▇▇ Email: ▇▇▇▇▇▇.▇▇▇▇▇@▇▇▇▇▇▇.▇▇.▇▇▇ Phone: (916) 894-8158The CA 9-1-1 Branch may also escalate technical and project related problems or issues that may arise to the CDT, STP.

Problem Escalation. The parties acknowledge and agree that certain technical and project related problems or issues may arise, and that such matters shall be brought to the CDT’s attention. Problems or issues shall normally be reported in regular status reports. There may be instances, however, where the severity of the problems justifies escalated reporting. To this extent, the Contractor will determine the level of severity and notify the appropriate CDT personnel. The CDT personnel notified, and the time period taken to report the problem or issue, shall be at a level commensurate with the severity of the problem or issue. The CDT personnel include, but are not limited to, the following: First level: Second level: Third level: