Customer Escalation Matrix definition
Customer Escalation Matrix means the document drafted by Customer, which will specify multiple user contacts to be notified in the event of critical issues.
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Related to Customer Escalation Matrix
Service Level Agreement (SLA) means the Contractual Commitment that prevails between the Buyer and the Service Provider with regard to type of service to be provided, deliverables, desired performance level, reliability and responsiveness, monitoring process and service level reporting, response and issue resolution time-frame, repercussions / penalties / remedies for service provider not meeting its commitment. The SLA of a particular contract may carry the matrix regarding the delivery of the goods and/or services and the corresponding penalties or remedies and liquidated damages as applicable.
Customer channel termination point means the location where the customer either inputs or receives the communications.
Custom Local Area Signaling Service Features (CLASS) means certain call-management service features that are currently available from SBC-13STATE’s local networks. These could include: Automatic Call Back; Automatic Recall; Call Trace; Caller Identification and related blocking features; Calling Number Delivery; Customer Originated Trace; Distinctive Ringing/Call Waiting; Selective Call Forward; and Selective Call Rejection.
Service Level Agreement or SLA means the processes, deliverables, key performance indicators and performance standards relating to the Services to be provided by the Service Provider;
Service Levels means the service levels to be met by the Services as referenced in the Contract Letter and set out in the Specification Schedule.