Issue Escalation and Resolution. The OLA must include procedures to resolve any problems or complaints between the parties regarding the delivery of the Services. The procedures should be focused on resolution of problems, assurance of prompt service delivery and the acceleration of support for high priority issues.
Issue Escalation and Resolution. If a resource is not performing at an acceptable level, RKV will meet with the State project manager to discuss specific observations regarding the individual’s performance. RKV will then notify the person of the specific non-performance concerns, determine the root cause of the non-performance, and take appropriate actions required to remedy the situation. Many factors will impact the options which may be considered to resolve the performance problem including the nature of the non-performance, job skills requirements, project timeline, team size, and so forth. Solutions may include meeting with the individual to clarify expectations, providing additional training or coaching, increased accountability, and making sure the tools and resources are available for successful performance. RKV’s Human Resources Director and/or the Account Manager will follow up with the person on a frequent basis to monitor the performance improvement. If RKV determines the individual is unwilling or unable to fulfill the job responsibilities, RKV will replace the resource or assign another resource to complete the assigned work.
Issue Escalation and Resolution. Unless the Parties mutually agree otherwise, issues associated with the ERP Upgrade Services will be escalated for informal dispute resolution in accordance with Schedule X. Schedule D-1 Service Provider ERP Upgrade Methodology Overview This Schedule D-1 provides an overview of key phases and activities associated with the ERP Upgrade Services for informational purposes only. Phase Approximate Duration The Forward Deployment Phase includes the following activities: 4 months • Formation of the Implementation Steering Team and define the overall governance structure for project (includes repository design and access); • Identify Xxxxxx’x desired high-level implementation approach (e.g., global, regional, other); • Identify and arrange staffing of the project; • Stakeholder analysis (i.e., planning for management of change, including initial ERP Upgrade communications); and • Data cleansing (i.e., preparation of the current ERP Upgrade data for the conversion). The Blueprinting Phase includes the following activities: 3 months • Confirmation of the scope of ERP Upgrade Services and the associated ERP Upgrade design; • Mutual agreement of the detailed design of the ERP Upgrade environment. Includes but not limited to: • Xxxxxx business and functional requirements • Gap analysis of Xxxxxx business and technical requirements • Xxxxxx complete technical architecture design • Xxxxxx’x organizational hierarchy in SAP • Final core and optional components (solution fit) • Interfacing needs to Xxxxxx managed applications • Security role design (including roles/security authorization and performance monitoring visibility); • Data migration strategy and approach; and • Establishment of the ERP Upgrade scope management process. The Realization Phase includes the design and implementation of the scope elements mutually agreed upon by the Parties during the Blueprinting Phase. The activities that are part of the Realization Phase including the following: 4-6 months, depending on the selected implementation approach • Install and configure hosting infrastructure environment (which includes, but not limited to, lifecycle infrastructure, base SAP build, database, and operational tools); • Development and configuration, of the mutually agreed upon scope and detailed design including, but not limited to, necessary RICEFW developments; • Development and execution of component, performance, regression, integration, and user acceptance test plans; • Development of testing scenario...
Issue Escalation and Resolution. Unless the Parties mutually agree otherwise, issues associated with the ERP Upgrade Services will be escalated for informal dispute resolution in accordance with Schedule E. Schedule D-2 Planned Core Components as of 2nd Amendment Date This Schedule D-2 contains the current list of components that Dow plans to implement for itself as of the 2nd Amendment Date; it being understood that such list may change prior to the ERP Upgrade Start Date. This list is provided for information purposes only. [****] Schedule E Service Management Model
