Common use of Escalation and Severity Levels Clause in Contracts

Escalation and Severity Levels. All calls are received by Tier 1 or Tier 2 support personnel. LogRhythm’s best attempts are made to solve support issues with Tier 1 support personnel. Issues that are not able to be resolved by the Tier 1 support personnel will be escalated as outlined below: (a) Tiered Support Definitions: Support requests will be answered and/or escalated based on the following generalized criteria. The Tier I support engineer will be the first contact and will determine escalation if an issue is (b) Support Ticket Escalation:

Escalation and Severity Levels. All calls are received by Tier 1 or Tier 2 support personnel. LogRhythm’s best attempts are made to solve support issues with Tier 1 support personnel. Issues that are not able to be resolved by the Tier 1 support personnel will shall be escalated as outlined below: (a) Tiered Support Definitions: Support requests will shall be answered and/or escalated based on the following generalized criteria. The Tier I support engineer will be the first contact and will shall determine escalation if an issue isis not solved within 1 hour. Additional escalation shall be issue specific and shall remain within current contractual guidelines: (b) Support Ticket Escalation:

Escalation and Severity Levels. All calls are received by Tier 1 or Tier 2 support personnel. LogRhythm’s best attempts are made to solve support issues with Tier 1 support personnel. Issues that are not able to be resolved by the Tier 1 support personnel will be escalated as outlined below: (a) Tiered Support Definitions: Support requests will be answered and/or escalated based on the following generalized criteria. The Tier I support engineer will be the first contact and will determine escalation if an issue isis not solved (b) Support Ticket Escalation:

Escalation and Severity Levels. All calls are received by Tier 1 or Tier 2 support personnel. LogRhythm’s best attempts are made to solve support issues with Tier 1 support personnel. Issues that are not able to be resolved by the Tier 1 support personnel will be escalated as outlined below: (a) Tiered Support Definitions: Support requests will be answered and/or escalated based on the following generalized criteria. The Tier I support engineer will be the first contact and will determine escalation if an issue is (b) Support Ticket Escalation:is not solved within 1 hour. Additional escalation will be issue specific and will remain within current contractual guidelines 1. Tier I – General questions and minor configuration changes

Escalation and Severity Levels. All calls are received by Tier 1 or Tier 2 support personnel. LogRhythm’s best attempts are made to solve support issues with Tier 1 support personnel. Issues that are not able to be resolved by the Tier 1 support personnel will be escalated as outlined below: (a) Tiered Support Definitionsaccording to the following table: Support requests will be answered and/or escalated based on the following generalized criteria. The Tier I support engineer will be the first contact and will determine escalation if an issue is (b) Support Ticket Escalation:Escalation Criteria Severity Level

Escalation and Severity Levels. All calls are received by Tier 1 or Tier 2 support personnel. LogRhythm’s best attempts are made to solve support issues with Tier 1 support personnel. Issues that are not able to be resolved by the Tier 1 support personnel will be escalated as outlined below: (a) Tiered Support Definitions: Support requests will be answered and/or escalated based on the following generalized criteria. The Tier I support engineer will be the first contact and will determine escalation if an issue isis not solved within 1 hour. Additional escalation will be issue specific and will remain within current contractual guidelines: (b) Support Ticket Escalation: