Problem Escalation Procedure Sample Clauses
The Problem Escalation Procedure clause establishes a formal process for addressing and resolving issues that arise during the course of an agreement. Typically, it outlines a step-by-step approach where problems are first attempted to be resolved at the operational level, and if unresolved, are escalated to higher management or designated representatives. This ensures that disputes or operational challenges are handled efficiently and systematically, minimizing disruptions and promoting timely resolution of issues.
Problem Escalation Procedure. 43.1 Contractor must provide and maintain a Problem Escalation Procedure (PEP) for both routine and emergency situations. The PEP must state how the Contractor will address problem situations as they occur during the performance of the PA especially problems that are not resolved to the satisfaction of the State within appropriate timeframes. The Contractor shall provide contact information to the Contract Monitor, as well as to other State personnel as directed should the Contract Monitor not be available.
43.2 The Contractor must provide the PEP no later than ten (10) Business Days after PA execution. The PEP, including any revisions thereto, must also be provided within ten (10) Business Days after the start of each PA year and within ten (10) Business Days after any change in circumstance which changes the PEP. The PEP shall detail how problems with work under the PA will be escalated in order to resolve any issues in a timely manner. The PEP shall include:
a. The process for establishing the existence of a problem;
b. Names, titles, and contact information for progressively higher levels of personnel in the Contractor’s organization who would become involved in resolving a problem;
c. For each individual listed in the Contractor’s PEP, the maximum amount of time a problem will remain unresolved with that individual before the problem escalates to the next contact person listed in the Contractor’s PEP;
d. Expedited escalation procedures and any circumstances that would trigger expedited them;
e. The method of providing feedback on resolution progress, including the frequency of feedback to be provided to the State;
f. Contact information for persons responsible for resolving issues after normal business hours (e.g., evenings, weekends, holidays, etc.) and on an emergency basis; and
g. A process for updating and notifying the Contract Monitor of any changes to the PEP.
43.3 Nothing in this section shall be construed to limit any rights of the Contract Monitor or the State which may be allowed by the PA or applicable law.
Problem Escalation Procedure. The escalation process defines how BIS manages problems of any variety that arise among consumers and administrators. By streamlining the process, we expedite solutions for Virginia Tech while retaining an individualized approach and nuanced perspective. The Problem Escalation Procedure (PEP) begins with Coordination and, if necessary, escalates to the Virginia Tech Account Manager. Coordination takes initial responsibility for resolving the issue both as both the first to receive word of the problem and the most able to respond quickly. Coordination provides Virginia Tech stakeholder(s) with a resolution turnaround time, documenting all information that the customer provides, and relays to the Account Manager a brief of the situation. The Account Manager develops a communication plan and, if needed, co-develops a technical plan of action to ensure resolution of the technical issue. For problems requiring more time to remedy, the Account Manager updates all contract stakeholders of case progress. BIS is dedicated to firsthand philosophy and incorporates all perspectives in the escalation process. We welcome feedback from contracting officials and consumers as extremely valuable. We make every effort to receive feedback through each step of the process. The Account Manager makes a formal request for feedback at the closure of the escalation. Problems still unresolved at any level past 24 hours automatically escalate to a higher level of resolution. At this point, the Chief Executive Officer steps in to help with the resolution. Below, we provide a simply overview of the PEP chain. The PEP follows this chain to the top at all checkpoints described above. If an escalation meets one or more of the following criteria, we consider the process closed:
Problem Escalation Procedure. This solicitation does not require a Problem Escalation Procedure