Escalation Management. On-site assistance for critical software problems is limited to systems supported by one (1) system manager and situated within one half (1/2) mile (one (1) kilometer) radius of each other. Systems situated beyond this limit that require on-site assistance will be subject to additional charges at HP's standard service rates.
Escalation Management. In addition to setting priority levels for reported End User Problems, Pulse Secure will provide the following systematic escalation management for Problems: Owner Priority 1 Priority 2 Priority 3 Priority 4 Manager, Technical Support 1 hour 12 hours 15 days 30 days Director, Customer Service 2 hours 24 hours VP, Customer Service 4 hours 96 hours VP, Engineering & Sales 4 hours EVP/SVP, Operations 24 hours
Escalation Management. Contractor shall provide an escalation management team comprised of top contributors from cross functional departments and an identified Escalated Accounts Manager. For purposes of this section, Escalated Accounts Manager means the Contractor-identified resource that will be responsible for following the escalation matrix, maintaining contact information for the matrix, holding the Contractor accountable for tasks and pushing remediation forward. This process is set forth in Schedule A. It must include the Escalated Accounts Manager for this MSA, as well as identify the escalation contact and path for each Technical Addendum. Upon request, Contractor will provide a current organization chart reflecting the escalation management team: Sales team, Pre-sales Engineering team, Project management Team, Service Delivery Team, Operations team, Post sales engineering team, Legal/contract team, and local, state, and regional VPs.
Escalation Management. Support issues that require escalation to other resources within Microsoft can be closely managed by the Services Resource to expedite resolution.
Escalation Management. Escalation Management is the process for escalating and resolving issues associated with requests (for example, change requests, incident resolution requests, problem resolutions).
Escalation Management. In cases, where issues need engineering assistance, the TRM will act as the ASP Member's advocate and function as point-of-contact to assist in rapid resolution of the incident.
Escalation Management. In addition to setting priority levels for reported Customer problems, ICT Networks will provide the following systematic escalation management for Problems: OWNER PRIORITY 1 PRIORITY 2 PRIORITY 3 PRIORITY 4 ICT Manager Technical Support 1 hour 12 hours 15 days 30 days CEO ICT Networks/ Juniper Networks Director of Customer service 2 hours 24 hours Juniper Networks Vice President of Customer Service 4 hours 96 hours Juniper Networks Vice President of Engineering & Sales 4 hours Juniper Networks Executive Vice President, Operations & Field Operations. 24 hours
Escalation Management. In addition to setting priority levels for reported End User problems, Juniper Networks will provide the following systematic escalation management for Problems: Owner Priority 1 Priority 2 Priority 3 Priority 4 Manager, Technical Support 1 hour 12 hours 15 days 30 days Director, Customer Service 2 hours 24 hours Vice President, Engineering and Sales 4 hours 96 hours Executive Vice President 4 hours Executive Vice President, Operations and Field Operations 24 hours
Escalation Management. When a sudden drop in quality has been ascertained at the SUPPLIER, or when the agreed quality targets are not achieved over the medium term (period under review is six months), these suppliers are included in XXXXXX escalation management. The objective of this method is to implement suitable measures at the SUPPLIER so that the delivered products again comply with the XXXXXX requirements. Depending on the duration and severity of the fault, suppliers are entered on one of three escalation levels depicted on the supplier escalation flow chart. Controlled shipping 1–3 For the SUPPLIER, this means that the customer demands higher inspection requirements for goods as a result of the quality problems the SUPPLIER has caused. These requirements are divided into the following: Controlled shipping level 1 CSL 1 demands an additional 100% inspection that the SUPPLIER must conduct on the parts to be delivered. The test bench must be set up separately from production. The test findings must be documented daily. The SUPPLIER must agree with XXXXXX on how the parts inspected by the supplier are labelled. Controlled shipping level 2 CSL 2 demands that this additional 100% inspection is conducted by an independent service provider representing the interests of XXXXXX. The costs incurred are borne by the SUPPLIER. The service provider must submit a report on the test findings every week to the XXXXXX purchasing department. Controlled shipping level 3 When all of these activities fail to bring a clear improvement to quality, the XXXXXX purchasing department sets the SUPPLIER’s status to New Business Hold, i.e. CSL 3 bars the SUPPLIER from new projects. Supplier rating Once initial approval has been granted, the suppliers are rated at regular intervals. The following rating criteria may be used: • Quality with the factors PPM, PSI (in future number of complaints), and incoming goods inspections • Quality, environmental, energy and health and safety management system • Quality assurance agreement • Deliveries to schedule, costs for special transports and incidents at the customer • Technology The SUPPLIER r receives his rating details in writing. The information sheet enclosed with the supplier rating explains the criteria used. A SUPPLIER with the general rating C is entered in the escalation programme in accordance with Section 3.2.
Escalation Management. Contractor will assist with the Microsoft Premier Support escalation management process, as necessary.
