Incident escalation definition

Incident escalation means the agreed procedure for alerting and notifying increasingly senior members of the Supplier’s service desk and/or management of the nonresolution of problems. “Incident management” means the agreed procedures for providing support and incident resolution services to the Client. “Managed Services Schedule” A document to accompany these terms and conditions which outlines the key components of the support agreement including dates, products, hours of support and key contacts.
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Incident escalation means the agreed procedure for alerting and notifying increasingly senior members of the Supplier’s management of the non-resolution of incidents.
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Examples of Incident escalation in a sentence

  • Define and maintain Incident escalation procedures in the Service Management Manual.

  • Customer may escalate Incidents using the Incident escalation process provided by Service Provider.

  • Incident escalation procedures occur automatically within Freedom’s ITIL toolset based on triggers on the Service Level Agreement.

  • The Customer Service Plan content includes: • The high-level Service scope specific to the Customer; • Administrative and operational procedures for interaction between the Customer and BT for the provision of the Services; and • Incident escalation procedures, contact details, and any defined planned maintenance schedule.

  • Incident escalation procedures and procedures for complaints handling; x.

  • Service Escalation‌ Incident escalation procedures occur automatically within Freedom’s ITIL toolset based on triggers on the Service Level Agreement.

  • Customer may escalate Incidents using Incident escalation levels and contacts provided by Service Provider.

  • These steps include: • GTT service desk receives validated Security Incident escalation in a trouble ticket from the GTT SOC that contains the impacted devices and recommended remediation steps.