Common use of Problem Escalation Procedure Clause in Contracts

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. 43.1 3.5.1 The 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 Contract, especially problems that are not resolved to the satisfaction of the State within appropriate timeframes. The Contractor shall provide contact information to the Contract MonitorProject Manager, as well as to other State personnel personnel, as directed should the Contract Monitor Project Manager not be available. 43.2 3.5.2 The Contractor must provide the PEP no later than ten (10) Business Days after PA executionContract Commencement. The PEP, including any revisions thereto, must also be provided within ten (10) Business Days after the start of each PA Contract 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 Contract 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. escalation procedures;  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. and  A process for updating and notifying the Contract Monitor Project Manager of any changes to the PEP. 43.3 . Nothing in this section shall be construed to limit any rights of the Contract Monitor Project Manager or the State which may be allowed by the PA Contract or applicable law.