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Escalation Path Sample Clauses

Escalation Path. A. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. The table below sets forth the time within which a specified Synacor employee or agent will respond to contacts regarding any system or Service incidents, outages or failures or any support inquiries identified by either Client, Synacor or any Content Provider. All incidents are initially assigned to a Synacor support engineer to be addressed [*] CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. substantially in accordance with the Standard Support Response Times set forth above and will thereafter follow the escalation path set forth below; upon reasonable request by Client, Synacor will move an escalation from the Standard Support Response Times to the escalation path set forth below. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation, but in any such event Synacor’s response time shall not exceed the response times set forth above. Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for portal issues. M-F for vendor issues, provided that severe incidents will be initially supported by Synacor and escalated to the relevant vendor during weekends as well. Synacor TSS Team xxx@xxxxxxx.xxx 0.000.000.0000 Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered within 15 minutes. Support Supervisor [*] Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered within 15 minutes from either Level 1 or Level 2. Operations Support Manager Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered within 30 minutes from Xxxxx 0, Xxxxx 0 or Level 3. Director of IT [*] Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered within 60 minutes from Xxxxx 0, Xxxxx 0, Xxxxx 0 or Level 4. VP of IT [*] Sections XI through XX below shall only apply to Activated Email Boxes. [*] CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS.
Escalation Path. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor Support Engineer substantially in accordance with the Standard Support Response Times set forth herein. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s sole judgment, such issues either need to be escalated more quickly or can be resolved without escalation. Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for Client Branded Portal issues. M-F for vendor issues. Support Supervisor xxxx@xxxxxxx.xxx 0.000.000.0000 Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered [*] Technical Support Operations Center Manager [*] Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered [*] from either Level 1 or Level 2. Director of IT [*] Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered [*] from Xxxxx 0, Xxxxx 0 or Level 3. VP of IT [*] Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered within 60 minutes from Xxxxx 0, Xxxxx 0, Xxxxx 0 or Level 4. COO Xxx Xxxxxxxx 716.362.3724 Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered within 90 minutes from Xxxxx 0, Xxxxx 0, Xxxxx 0, Xxxxx 4, or Level 5. CEO Xxx Xxxxxxx 716.362.3700
Escalation Path. (a) OEM shall provide Wang a telephone number for the purpose of contacting OEM's technical support group to refer to End User problems and issues that are outside the scope of this Agreement and to obtain technical assistance in the resolution of End User problems. (b) OEM shall provide this service, at the least, Monday through Friday each week, 8:00 A.M. to 5:00 P.M. U.S. Eastern Time. (c) When the End User's problem cannot be resolved over the phone or through the application of Remedial Maintenance Service by Wang, then OEM may opt to provide its technical support on site. Such support will be provided at no cost to Wang. (d) All OEM technical support service shall be provided to Wang at no cost.
Escalation Path. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor Support Engineer substantially in accordance with the Standard Support Response Times set forth herein. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s sole judgment, such issues either need to be escalated more quickly or can be resolved without escalation. Escalation Levels Escalation Response Time Synacor [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] Schedule HImplementation Planning and Targeted Timelines 71 CONFIDENTIAL [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED This Schedule H is attached to and constitutes a material part of the Agreement. Unless otherwise defined herein, capitalized terms shall have the meaning set forth in the Agreement. Synacor and Verizon agree to cooperate in the creation and implementation of an integrated Project Plan to expedite the delivery of Services in a commercially feasible manner. The key targeted deliverables and targeted delivery dates for each of the portal experiences described in Schedule B shall be: [*] The Parties agree that the foregoing timeframes are target dates, and that they are subject to change. SCHEDULE I Content Management This Schedule I is attached to and constitutes a material part of the Agreement. Unless otherwise defined herein, capitalized terms shall have the meaning set forth in the Agreement. I. Synacor shall provide Client with Site and News Management tools for Client to review content and allow Client to manage Content without Synacor involvement as required by Client in its sole discretion and as set forth herein.
Escalation Path. A. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. The table below sets forth the time within which a specified Synacor employee or agent will respond to contacts regarding any system or Service incidents, outages or failures or any support inquiries identified by either Client, Synacor or any Content Provider. All incidents are initially assigned to a Synacor support engineer to be addressed substantially in accordance with the Standard Support Response Times set forth above and will thereafter follow the escalation path set forth below; upon reasonable request by Client, Synacor will move an escalation from the Standard Support Response Times to the escalation path set forth below. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor's reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation, but in any such event Synacor's response time shall not exceed the response times set forth above.
Escalation Path. Issue Escalation Policy for Critical Issues
Escalation Path. A pre-determined script or tree that engages additional resources when required to meet Service Levels.
Escalation PathAll issues that cannot be resolved will first be brought to the Program Managers for resolution. If the Program Managers are unable to resolve an issue within five (5) calendar days of written notice by one Party to the other Party of such issue, the matter shall be escalated to the upper management contacts. These upper management sponsors will then have five (5) calendar days to resolve the issue or the matter will then be escalated to the next levels of organizational management of each company for resolution. President — Xxxxxx Xxxxx 886-2-8691-1381 xxxxxx_xxxxx@xxxxxxx.xxx.xx VP PM — Xxxxx Xxxxx 886-2-8691-1344 xxxxx_xxxxx@xxxxxxx.xxx.xx VP AM — Xxxxx Xxxx 886-2-8691-1810 xxxxx_xxxx@xxxxxxx.xxx.xx GM — Xxx Xxxx 000-000-0000 xxx_xxxx@xxxxxxx.xxx PM — Xxxxxxxx Xxxx 886-2-8691-1369 xxxxxxxx_xxxx@xxxxxxx.xxx.xx AM — Xxxxx Xxxx 886-2-8691-1661 xxxxx_xxxx@xxxxxxx.xxx.xx PM — Xxxxx Xxxxx (Taipei) 886-2-8691-1986 xxxxx_xx_xxxxx@xxxxxxx.xxx.xx AM — Xxxxxx Xxxxx 886-2-8691-1359 xxxxxx_xx_xxxxx@xxxxxxx.xxx 12/12/01 President/CEO — Xxxxx Xxxx 000-000-0000 x000 xxxxx@xxxxxxxxxx.xxx COO — Xxxxxxx Xxxx 000-000-0000 x000 xxxxx@xxxxxxxxxx.xxx PM — Xxxxxxx Xxxxxx 000-000-0000 x000 xxxxxxx@xxxxxxxxxx.xxx Technical LeadXxxx Xxxxxxx 000-000-0000 x000 xxxxxxxx@xxxxxxxxxx.xxx 12/12/01
Escalation Path. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor support engineer substantially in accordance with the standard support response times set forth herein. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation.
Escalation Path. If a service-related issue is not resolved within the agreed-upon timeframe, the Client may escalate the issue to the following levels: - Level 1: COO, xxxxx@xxxxxxxxxx.xxx, +000000000000 - Level 2: CEO, xxxxxxxxx@xxxxxxxxxx.xxx, +000 00 000 0000