ROC FAQ: How Will I Know If a Vendor Is Non-Responsive?

Escalation Task

When an escalation task is created, you’ll receive a task notification. To review open escalation tasks, navigate to View Tasks and filter by the keyword "Escalation" in the task name. You may also apply an additional user filter for accuracy.

Common escalation task types include:

• User Escalation: [[SourceEntity]] - New Contact Required – An email was undeliverable and no other contacts are available.
• Assessment Escalation: [[SourceEntity]] - Primary Responder Not Registered – The primary responder has not registered during the current assessment window.
• Assessment Escalation: [[SourceEntity]] - Assessment Not Complete – The assessment was not submitted within the given timeframe.
• Assessment Escalation: [[SourceEntity]] - Assessment Not Re-Submitted – The assessment was not re-submitted after rejection within the required timeframe.
• Remediation Escalation: [[SourceEntity]] - Non-Responsive – No engagement in the remediation process within the initial timeframe, preventing ROC from defining a remediation plan.
• Remediation Escalation: [[SourceEntity]] - Remediation Actions Outstanding – Remediation actions remain unresolved at the end of the remediation window, indicated by a ‘ROC: Review’ or ‘ROC: No Response’ risk status.

When an escalation task is assigned to you, please assist in re-engaging the vendor to progress the assessment or remediation activity. Leaving a comment for the ROC Team and marking the task as complete once actioned is recommended.