Common use of Problem Escalation Clause in Contracts

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: ▇▇▇ ▇▇▇▇, (▇▇▇) ▇▇▇-▇▇▇▇. ▇▇▇.▇▇▇▇@▇▇▇▇.▇▇▇