COMMUNICATION PROTOCOL AND ESCALATION PLAN Sample Clauses

COMMUNICATION PROTOCOL AND ESCALATION PLAN. Client is responsible for communicating with users of the Site directly, and for providing Tier I support directly to such users. Client shall contact Ripple6 via e-mail at [insert email address] and via telephone at [insert telephone number) to request Tier 2 support for service level incidents shown in the table set forth in Section 3 (each, an "Incident," and collectively, the "Incidents"). Client's request for support regarding an Incident will include a detailed description of the incident and steps required to reproduce the Incident. Ripple6 will assign each Incident a severity level in consultation with Client. An incident tracking number, description and level for each Incident will be communicated to Client by Ripple6 via e-mail notification. Client will have the ability to check on the status of an Incident either via an online portal page provided by Ripple6 or by phone call to Ripple6. Client will provide e-mail and phone contacts to Ripple6 for all communications required under this Exhibit on or prior to the Effective Date of the Agreement. Client will designate up to two (2) individuals authorized to contact Ripple6 for Tier 2 support.