diagrama de escalamiento

English translation: escalation diagram

GLOSSARY ENTRY (DERIVED FROM QUESTION BELOW)
Spanish term or phrase:diagrama de escalamiento
English translation:escalation diagram
Entered by: Charles Davis

17:53 Jan 17, 2011
Spanish to English translations [PRO]
Bus/Financial - Telecom(munications) / RFP
Spanish term or phrase: diagrama de escalamiento
Alguien podría ayudarme a encontrar una traducción apropiada para la frase "diagrama de escalamiento".
Está dentro de una RFP. Esta es la oracion completa: "Deberá incluir un diagrama de escalamiento para la atención del servicio de Asistencia Técnica indicando los tiempos de respuesta y reparación comprometidos."

¡Muchas gracias!
Andrea Catania
Local time: 09:40
escalation diagram
Explanation:
escalamiento, en este contexto, corresponde a escalation:
nivel de escalamiento (telecomunicaciones) = escalation level

"En este sentido, ponemos a tu disposición un diagrama de escalamiento de reclamos a través del cual podrás resolver cualquier inquietud o inconveniente.
En primer lugar, comunicate con el Centro de Atención al Cliente para explicar el problema que afecta a tus servicios. En base a ello, nuestros técnicos intentarán brindarte una solución en línea. En el caso que esto no sea posible, se registrará un reclamo y se te derivará al siguiente nivel de soporte (con un número de ticket para que puedas consultar su estado).
A continuación detallamos el esquema que tendrás que utilizar si el reclamo no fuese resuelto en el tiempo y la forma acordada. Tené en cuenta que un responsable atenderá personalmente el tema. Para eso, seguí paso a paso el diagrama — subiendo el nivel jerárquico del responsable — sólo si el inconveniente no fuese solucionado en la etapa previa."
http://iplan.com.ar/atencion-al-cliente/escalamiento

"Escalate Effectively
It is important to quickly recognize when it is appropriate to escalate issues during a project’s execution, but equally important to know when not to escalate. Escalation can take multiple forms: the type of communication; the level of the resource with whom you
communicate, formally updating the key metrics of the project such as timeline, budget, resources required, etc. Escalation is all about getting the right resources involved at the right times through the right communication channels. As an example, if you send an email to an individual and it is clear in his response that he did not understand your request, visit him in person or call him on the phone. If a particular project task to be completed is critical, communicate directly with the resource who is assigned the task in person to ensure expectations are clear. If a problem involving one person occurs but it could be repeated by other team members, call a team meeting to discuss the problem and how it will be avoided in the future. The below Figure 2 is one example of an escalation diagram."
http://www.reglera.com/biomed/docs/pm_bc07.pdf


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Note added at 40 mins (2011-01-17 18:34:21 GMT)
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Disculpe; la primera referencia, para "nivel de escalamiento" = "escalation level" en telecomunicaciones, es de http://www.proz.com/kudoz/spanish_to_english/telecommunicati...

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Note added at 1 hr (2011-01-17 19:45:28 GMT)
--------------------------------------------------

Los “diagramas de escalamiento” o “escalation diagrams” son jerárquicos. El “escalamiento” o “escalation” es el proceso por el que la atención a las incidencias va pasando a niveles superiores:

“NIVELES DE SERVICIO Y ESCALAMIENTO
Los Niveles de Servicio corresponden al cumplimiento de los tiempos de respuesta, tiempo de solución temporal y tiempo de solución final acordado en conjunto con el cliente. Es importante resaltar que estos tiempos están clasificados de acuerdo a la prioridad dada al incidente reportado: Alta, media o baja.
De acuerdo a la complejidad de las incidencias, manejamos tres niveles de escalamiento... Soporte Nivel 1 -> Consultores especialistas -> Partners”
http://www.optimizanet.com/VBeContent/NewsDetail.asp?ID=210&...

“Time driven call escalation – ensures your issue is moved to more experienced specialists”
http://www.sectra.com/medical/about/support/index.html

“The Secure Operations Center (SOC), monitors each device. If a response is not available or if a variable exceeds pre-defined thresholds, an automatic alert is created and ticket generated. The ticket is reviewed by an SOC analyst who then notifies the customer based on escalation procedures [...]
ALERTING AND ESCALATION
Alerts sent from the managed system are logged, acknowledged, analyzed and then escalated by the SOC. Alerts that impact the managed service delivery, the availability of the device or other monitored devices are escalated to the designated point of contact.”
http://www.telehouse.com/MSPDF/Manage_Content_Sec.pdf
Selected response from:

Charles Davis
Spain
Local time: 13:40
Grading comment
Thank you! :)
4 KudoZ points were awarded for this answer



Summary of answers provided
4 +1escalation diagram
Charles Davis
4scalating scheme
MPGS


  

Answers


17 mins   confidence: Answerer confidence 4/5Answerer confidence 4/5
scalating scheme


Explanation:
una opción
:)

MPGS
Local time: 13:40
Specializes in field
Native speaker of: Native in SpanishSpanish
PRO pts in category: 26
Notes to answerer
Asker: MUCHAS GRACIAS

Login to enter a peer comment (or grade)

39 mins   confidence: Answerer confidence 4/5Answerer confidence 4/5 peer agreement (net): +1
escalation diagram


Explanation:
escalamiento, en este contexto, corresponde a escalation:
nivel de escalamiento (telecomunicaciones) = escalation level

"En este sentido, ponemos a tu disposición un diagrama de escalamiento de reclamos a través del cual podrás resolver cualquier inquietud o inconveniente.
En primer lugar, comunicate con el Centro de Atención al Cliente para explicar el problema que afecta a tus servicios. En base a ello, nuestros técnicos intentarán brindarte una solución en línea. En el caso que esto no sea posible, se registrará un reclamo y se te derivará al siguiente nivel de soporte (con un número de ticket para que puedas consultar su estado).
A continuación detallamos el esquema que tendrás que utilizar si el reclamo no fuese resuelto en el tiempo y la forma acordada. Tené en cuenta que un responsable atenderá personalmente el tema. Para eso, seguí paso a paso el diagrama — subiendo el nivel jerárquico del responsable — sólo si el inconveniente no fuese solucionado en la etapa previa."
http://iplan.com.ar/atencion-al-cliente/escalamiento

"Escalate Effectively
It is important to quickly recognize when it is appropriate to escalate issues during a project’s execution, but equally important to know when not to escalate. Escalation can take multiple forms: the type of communication; the level of the resource with whom you
communicate, formally updating the key metrics of the project such as timeline, budget, resources required, etc. Escalation is all about getting the right resources involved at the right times through the right communication channels. As an example, if you send an email to an individual and it is clear in his response that he did not understand your request, visit him in person or call him on the phone. If a particular project task to be completed is critical, communicate directly with the resource who is assigned the task in person to ensure expectations are clear. If a problem involving one person occurs but it could be repeated by other team members, call a team meeting to discuss the problem and how it will be avoided in the future. The below Figure 2 is one example of an escalation diagram."
http://www.reglera.com/biomed/docs/pm_bc07.pdf


--------------------------------------------------
Note added at 40 mins (2011-01-17 18:34:21 GMT)
--------------------------------------------------

Disculpe; la primera referencia, para "nivel de escalamiento" = "escalation level" en telecomunicaciones, es de http://www.proz.com/kudoz/spanish_to_english/telecommunicati...

--------------------------------------------------
Note added at 1 hr (2011-01-17 19:45:28 GMT)
--------------------------------------------------

Los “diagramas de escalamiento” o “escalation diagrams” son jerárquicos. El “escalamiento” o “escalation” es el proceso por el que la atención a las incidencias va pasando a niveles superiores:

“NIVELES DE SERVICIO Y ESCALAMIENTO
Los Niveles de Servicio corresponden al cumplimiento de los tiempos de respuesta, tiempo de solución temporal y tiempo de solución final acordado en conjunto con el cliente. Es importante resaltar que estos tiempos están clasificados de acuerdo a la prioridad dada al incidente reportado: Alta, media o baja.
De acuerdo a la complejidad de las incidencias, manejamos tres niveles de escalamiento... Soporte Nivel 1 -> Consultores especialistas -> Partners”
http://www.optimizanet.com/VBeContent/NewsDetail.asp?ID=210&...

“Time driven call escalation – ensures your issue is moved to more experienced specialists”
http://www.sectra.com/medical/about/support/index.html

“The Secure Operations Center (SOC), monitors each device. If a response is not available or if a variable exceeds pre-defined thresholds, an automatic alert is created and ticket generated. The ticket is reviewed by an SOC analyst who then notifies the customer based on escalation procedures [...]
ALERTING AND ESCALATION
Alerts sent from the managed system are logged, acknowledged, analyzed and then escalated by the SOC. Alerts that impact the managed service delivery, the availability of the device or other monitored devices are escalated to the designated point of contact.”
http://www.telehouse.com/MSPDF/Manage_Content_Sec.pdf


Charles Davis
Spain
Local time: 13:40
Native speaker of: English
PRO pts in category: 25
Grading comment
Thank you! :)

Peer comments on this answer (and responses from the answerer)
agree  Jenniferts: Or "escalation chart". See http://flylib.com/books/en/2.678.1.125/1/
1 hr
  -> Yes; thanks, Jenniferts!
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