Incident Escalation
ET Group manages and reviews all incidents to ensure that we are delivering the Services in accordance with this Agreement. Escalations may be requested for any incident and should follow the Detailed Service Level information found in the Table below.
|
Level |
Escalation |
|
Helpdesk Ticketing |
Initial notification |
|
Program Manager |
Second Level of Escalation (2 business hours post notification) |
|
Account Lead |
Third Level of Escalation (4 business hours post notification) |
|
Service Lead Link |
Fourth Level of Escalation (6 business hours post notification) |