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Statement of Work — City of Santa Ana — High Touch Services <br />v1.4 <br />November 6, 2023 <br />4. Issue Resolution and Escalation Process <br />HPE uses an issue resolution process to manage service issues between Customer and HPE. This <br />process comprises an issue resolution form and issue escalation table that HPE and Customer mutually <br />develop. The Customer or HPE requestor submits an issue resolution form to.log an issue and initiate <br />the escalation process. The issue resolution process adheres to the escalation process that is outlined <br />by the issue escalation table. This table defines the level 1, 2, and 3 escalation managers for HPE. <br />For each management level, the issue and escalation process will follow the steps outlined below: <br />1. A Customer or HPE requester submits a completed issue resolution form for an issue to the Director <br />of HTS Solutions Consulting. <br />2. Each level of manager: <br />- Evaluates the issue <br />- Communicates their issue disposition to the requester <br />— Develops a plan to resolve the issue and upon mutual concurrence, implements the plan and <br />closes the issue <br />3. If a manager level is unable to agree on a plan for resolving the issue within five (5) business days of <br />receiving the issue resolution form or initially meeting to discuss the issue, then either of the level's <br />Customer or HPE manager(s) may escalate the issue to the next manager level and request them to <br />meet to evaluate the issue. <br />The requester has the opportunity to acknowledge acceptance of the resolution. <br />In the event that the level 2 manager(s) are unable to resolve an issue, either the Customer or HPE <br />party may escalate the issue to the organizations' appropriate senior management. <br />Issue Escalation Table <br />Manager Level Description <br />7 Director HITS Engineering <br />VP High Touch Services <br />VP Aruba Global Services <br />