Common use of Escalation of Customer Problems a) Initiating Escalation Clause in Contracts

Escalation of Customer Problems a) Initiating Escalation. The escalation procedure ("Escalation") will be followed if either party believes a Customer situation requires additional attention by the other party to resolve the problem. Either party will initiate Escalation if the normal avenues for problem resolution have been exhausted. Conditions which will trigger Escalation include high levels of Customer anxiety, disagreement between the parties as to responsibility for pre-screened problems, Clearcommerce's failure to meet the response time under Section 4(l) above, HP's failure to adequately co-operate with ClearCommerce, or recurring intermittent critical Problems which remain unresolved after two (2) attempts.