PROCESSES & PROCEDURES. In providing and acquiring the Services in terms of this Agreement, the Service Parties shall adhere to the Service Procedures.
PROCESSES & PROCEDURES. 8. PRODUCTION OF PRIMARY PACKAGED PRODUCT • Validation/qualification of analytical methods and equipment used including documentation X • Manufacturing documentation X • Specifications of materials X • Processing instructions X • In-process controls X • Testing and release of primary packaged product X • Certificate of Compliance for each batch X • Certificate of Analysis for each batch X • Retention of batch documentation X • Reference and retention samples X
PROCESSES & PROCEDURES and guidelines agreed upon by the Implementation Team shall be documented in a Manual. Such agreements may address the following matters and may address any other matters agreed upon by the Implementation Team: • the administration and maintenance of the interconnecting networks; • disaster recovery and escalation provisions; • access to Operations Support Systems functions provided hereunder, including gateways and interfaces; • single points of contact for ordering, provisioning, billing and maintenance; • service ordering and provisioning procedures, including provision of the trunks and facilities; • conditioning and provisioning of collocation space and maintenance ofcollocated equipment; • joint systems readiness and operational readiness plans; • appropriate testing of services, equipment, facilities and Network Elements; • monitoring of inter-company operational processes; • procedures for coordination oflocal PlC changes and processing; • physical and network security concerns; • such other matters specifically referenced in this Agreement that are to be agreed upon by the Implementation Team; and • 911 and E911 processes and procedures.
PROCESSES & PROCEDURES. Helpdesk calls and critical incidents shall be managed through a clearly defined process. Escalation will be through IT line management as shown below. FIRST SUBSEQUENT TARGET CLEAR ESCALATION/CO ESCALATIONS/COMM PRIORITY LEVEL TIME MMUNICATION UNICATION -------------- -------------- ----------------- ----------------- 1 4 hours 30 minutes 30 minutes
PROCESSES & PROCEDURES. Helpdesk calls and critical incidents shall be managed through a clearly defined process. Escalation will be through IT line management as shown below. FIRST SUBSEQUENT PRIORITY LEVEL TARGET CLEAR TIME ESCALATION/COMMUNICATION ESCALATIONS/COMMUNICATION -------------- ----------------- ------------------------ ------------------------- 1 4 hours 30 minutes 30 minutes 2 8 hours 1 hour Every 2 hours 3 2 working days 2 working days Every working day 4 5 working days N/A N/A Priority 1 and Priority 2 problems will follow a formal incident management process. The periods listed for such problems in the table above specify the timings for proactive communication and escalation into the business. Priority 3 problems will not follow a formal incident management process. The periods listed for Priority Level 3 problems in the table above specify the time after which an end user can invoke an escalation and for subsequent escalations. SENIOR MANAGEMENT ESCALATION CHAIN ESCALATION ---------------- ---------- First Contact Local Helpdesk Escalates to Regional IT Helpdesk Escalates to Regional IT Helpdesk Manager Escalates to Area Manager Escalates to Regional IT Director Escalates to VP, Regional IT Escalates to EVP Marconi IT SCHEDULE 1 - SERVICE LEVEL AGREEMENT CONFIDENTIAL TREATMENT REQUESTED BY MARCONI CORPORATION PLC SCHEDULE 1 - SERVICE LEVEL AGREEMENT CONFIDENTIAL TREATMENT REQUESTED BY MARCONI CORPORATION PLC SCHEDULE 1 - SERVICE LEVEL AGREEMENT CONFIDENTIAL TREATMENT REQUESTED BY MARCONI CORPORATION PLC
