Common use of Problem Escalation Process Clause in Contracts

Problem Escalation Process. 5.1. If the normal support process does not produce the desired results, or if the severity has changed, the issue may be escalated as follows to a higher level. 5.2. Severity 1 issues are escalated by Sales or Systems Technical Support to a Support Coordinator if not resolved within 4 hours; to the next management level if not resolved within 24 hours. 5.3. A customer may escalate an issue by calling ▇-▇▇▇-▇▇▇-▇▇▇▇. Please specify the details and Systems Technical Support representative worked with and the reason why the issue is being escalated. 5.4. In the event that a customer is not satisfied with the level of support or continual problem with their products, they may escalate a given issue to the Systems Technical Support Coordinator at ▇- ▇▇▇-▇▇▇-▇▇▇▇.