Customer Escalation. For Support Tickets involving Critical Priority Errors and High Priority Errors only, if Customer reasonably determines that there is a performance issue in connection with the response provided by Minerva’s initial TSEs, Customer may request escalation of such Support Ticket to Tier-2. If such an Error is still not proceeding to Customer’s reasonable expectations, Customer may escalate the Support Ticket for such Error to Minerva’s Director of Technical Support or the applicable third party vendor. If such escalation does not resolve the issue, Xxxxxxx may escalate the issue to its Vice President of Technical Support or, if applicable, within the applicable third party vendor. Support Tickets involving Medium Priority Errors and Low Priority Errors may not be escalated by Customer using the escalation process in this Section.
Customer Escalation. If the problem is not being addressed in a satisfactory manner, an escalation procedure with 4 contact levels is available for the customers. The sequence should be the one specified in the following table; the timing is left to the Customer discretion; the Customer should however take into consideration the timing of the HER internal escalation procedure as described in 4.6.2. Out of office hours, the Customer may request escalation through the CSC. ============================================================================== CONTACT CONTACT FUNCTION TEL. NUMBER FAX NUMBER TEL. NO. AFTER LEVEL & NAME(S) HOURS --------- ------------------- ------------- ------------- -------------- 1st Level Shift Leader 32-2-000-0000 02-2-000-0000 00-2-000-0000 --------- ------------------- ------------- ------------- ------------- 2nd Level Brunx Xxxxxxx 32-2-000-0000 02-2-000-0000 00-2-000-0000 CSC Manager --------- ------------------- ------------- ------------- ------------- 3rd Level John Xxxxxxxx 32-2-000-0000 02-2-000-0000 00-2-000-0000 Operations Director --------- ------------------- ------------- ------------- ------------- 4th Level Jan Xxxxxx 32-2-000-0000 02-2-000-0000 00-2-000-0000 Managing Director ==============================================================================
Customer Escalation. Exodus will notify customers via phone and e-mail of any problem conditions that occur in the tape exchange process. BANDWIDTH REPORTS Part Number EXO-SRBW Description Exodus Bandwidth Reports provide customers with graphical and tabular statistics of their bandwidth usage. Reports are accessible via the web and show traffic volumes between the customer's equipment and the network In addition to providing the traffic volume at a particular instance in time, the reports include summary statistics of maximum, minimum, and 95% loading. This information offers customer a way to monitor usage trends and assist with the capacity planning of server and network resources. Reports Monthly Monthly reports are included with each network service purchased. Monthly reports are produced on the 16th and 1st of the month. On the 16th of the month the report lists usage for each of the prior 15 days. On the 1st of the month, the report provides bandwidth usage for the prior month. Daily Daily reports are made available each day of the month. Reports for the previous day are available by 4:00 AM PDT the following morning. Daily Reports are ordered as an optional service using the part number shown above. Both the Monthly and Daily Reports feature:
Customer Escalation. For Support Tickets involving ”Priority 1 – Critical” and ”Priority 2 – High” only, if Customer reasonably determines that there is a performance issue in connection with the response provided by Xxxxxxx’x initial TSEs, Customer may request escalation of such Support Ticket to Tier 2. If such an Error is still not proceeding to Customer’s reasonable expectations, Customer may escalate the Support Ticket for such Error to Xxxxxxx’x Technical Support Manager. If such escalation does not resolve the issue, Xxxxxxx may escalate the issue to its Vice President of Professional Services. Support Tickets involving “Priority 3 – Medium” and “Priority 4 – Low” Errors may not be escalated by Customer using the escalation process in this Section.
