Trouble Reporting, Escalation and Resolution Sample Clauses

Trouble Reporting, Escalation and Resolution. At the time of contract execution, the TIPS’ member agrees to provide PS LIGHTWAVE with an overview of its internal procedures for trouble reporting and resolution, including the TIPS’ member’s internal escalation contacts. The TIPS’ member agrees to provide at least customary Tier 1 support to assist PS LIGHTWAVE in closing the incident report. • Measurement: PS LIGHTWAVE’s stated commitment is to respond to any outage within two (2) hours with a four (4) hour restoration of service. Time starts from the time the TIPS’ member contacts PS LIGHTWAVE and identifies the problem.
Sample 1
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Trouble Reporting, Escalation and Resolution. After execution of the contract, the TIPS’ member agrees to provide PS LIGHTWAVE with an overview of its internal procedures for trouble reporting and resolution. The TIPS’ member’s list of escalation contacts will be included in this. DISASTER PREPAREDNESS & RECOVERY PLAN PS LIGHTWAVE has developed and implemented a comprehensive Disaster Preparedness and Recovery Plan which ensures all levels of management and critical support staff remain either on-site or standby throughout a disaster event. Following are a few of the Plan’s highlights: • PS LIGHTWAVE management and response teams coordinate with local and county government agencies during disaster to aid and manage network changes to respond to ever-changing conditions and needs. Our support of those providing critical emergency response services is our highest priority. • Customers can follow PS LIGHTWAVE’s disaster support activities on Twitter, by accessing the company website at or by calling the Network Operations Center directly. xxx.xxxxxxxxxxx.xxx xxxxx://xxxxxxx.xxx/pslightwave 832.615.8000. • Field technicians and contract restoration crews are on continuous standby throughout an event • All necessary restoration materials are secured in advance of an anticipated event, within a comprehensive access plan. • Network Operations Center management team and staff are on continuous 24-hour rotations during an event. • Installed and supplemental generators are regularly tested and fueled. During an event, a confirmed list of fuel vendors remains on standby. • A list of critical staff required to provide secondary contact during an event have been identified. • Engineering, operations, and restoration teams are on continuous standby with remote capabilities. • PS LIGHTWAVE maintains a fully functional Secondary Command Center for event support in addition to the main Primary Command Center located at PS LIGHTWAVE’s corporate headquarters. • Debriefing meetings are held after an event to review activities, refine processes, and resolve any outstanding issues to ensure quality customer service was maintained during and after an event. PROCUREMENT PROCESS An authorized TIPS’ member Representative shall submit a Request for Proposal/Quote to PS LIGHTWAVE. PS LIGHTWAVE shall be entitled to rely on the authorization of The Customer representative submitting the request to the following contacts: Primary Contact: Xxxxx Xxxxxx – Vice President of Government and Education Sales 832.615.7721 or xxxxxxx@xxxxxx...
Sample 1

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