ESCALATION-MANAGEMENT5 MIN READ
Who Owns the Vendor Escalation?
Identify the strongest ownership model for a vendor-caused escalation affecting customers.
A messaging vendor outage is preventing password resets for your customers. The vendor has acknowledged the incident but is not sharing ETAs. Support wants Product to own customer communication because it is a feature problem. Product wants Procurement to own it because the vendor relationship sits there. Engineering is busy building a workaround. What is the strongest ownership setup?
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