Escalation Requirements. ● OpenGov and Customer Project Managers will summarize the impasse and recommendation to present at scheduled or ad hoc executive meetings. Unless otherwise noted in this SOW, Customer Project Manager can approve how hours are used, but not where funding is required. ● Executive Sponsors attend monthly (or other frequency) executive meetings to review deployment status, documented issue list, status, and closure summary. ● Steering Committees, where applicable, will be the arbitrator to direction and issue closure. Unless otherwise noted in this SOW, the Customer Executive Sponsor must approve change orders that result in additional cost. ● Customer or OpenGov Subject Matter Experts may be requested to provide input to the issue and assist in closure. Both Customer and OpenGov will make best effort to enable those Subject Matter Experts to be available and participate.
Escalation Requirements. Service Provider’s escalation procedure and contact list to be used for unresolved SUNCOM Client problems, unresolved network problems, or problems not being resolved in a timely manner shall include names, titles, and phone numbers of contacts in Service Provider’s escalation chain.
Escalation Requirements. Each Triggering Event that has not been resolved by Microsoft and Accenture within fourteen (14) days of commencing the negotiations provided for in Section 11.3(b) above shall be submitted on the next Business Day for resolution to the Alliance Management Committee. The Alliance Management Committee will negotiate in good faith to resolve such Triggering Event within fourteen (14) days after its submission. In the event the Alliance Management Committee can agree upon any such resolution within fourteen (14) days, Microsoft and Accenture will implement such resolution and in the event such agreed-upon resolution is performed within the time agreed upon by Microsoft and Accenture, and such occurrence will no longer be considered a Triggering Event for purposes of this Section 11.3. If the Alliance Management Committee is unable to resolve such Triggering Event to the satisfaction of each of Microsoft and Accenture within such fourteen (14) day period, the Triggering Event shall be submitted to the respective chief executive officers of each of Microsoft and Accenture on the Business Day immediately following the end of such fourteen (14) day period. After such Triggering Event has been submitted to the chief executive officers of Microsoft and Accenture, such chief executive officers shall negotiate in good faith to resolve such Triggering Event in at least one face-to-face meeting to be held within thirty (30) days of such matter's being submitted to them. If the chief executive officers of Microsoft and Accenture resolve the Triggering Event, then Microsoft and Accenture will implement such resolution and in the event such agreed-upon resolution is performed within the time agreed upon by Microsoft and Accenture, and such occurrence will no longer be considered a Triggering Event for purposes of this Section 11.3. If the chief executive officers of Microsoft and Accenture are unable to resolve such Triggering Event within thirty (30) days of its submission to them, Microsoft (if Accenture was the At-Fault Party) or Accenture (if Microsoft was the At-Fault Party) shall have the right (but not the obligation) to require application of the provisions of Section 11.3(d) below.
