PROCESSES & PROCEDURES Sample Clauses
The "Processes & Procedures" clause defines the specific methods and steps that parties must follow to carry out their obligations under the agreement. It typically outlines standardized workflows, reporting requirements, or approval hierarchies that must be adhered to during the course of the contract. By establishing clear operational guidelines, this clause ensures consistency, reduces misunderstandings, and helps both parties efficiently coordinate their activities.
PROCESSES & PROCEDURES. 8. PRODUCTION OF PRIMARY PACKAGED PRODUCT
9. PACKAGING
10. COMPLAINTS
PROCESSES & PROCEDURES. In providing and acquiring the Services in terms of this Agreement, the Service Parties shall adhere to the Service 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
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: