Escalation Stage 2 Sample Clauses

Escalation Stage 2. After the previous Stage 1 timeframe, if the situation is still unresolved, the Contractor’s Senior Vice President of Engineering shall be notified, and shall assign additional and more experienced or senior technical staff or engineers. For Service Level 1 or Level 2 situations, Contractor’s Senior Vice President for Engineering shall contact the JBE at two (2) hour intervals until the situation is resolved. Escalation Stage 3: If a total of seventy-two (72) hours has elapsed since the initial call of the JBE to Contractor for a Service Level 1 or Level 2 situation and the situation is still unresolved to JBE’s satisfaction, JBE shall be entitled to receive a five percent (5%) reduction or refund of the annual Maintenance Fee for the current year for each twenty- four (24) hour period that the Licensed Software situation is unresolved, commencing with the date and hour of the instigation of the escalation procedures contained in this Exhibit 10. At the sole discretion of the JBE, this reduction may (i) be applied to any accrued fees due to Contractor hereunder, or (ii) refunded to the JBE in cash or, at the JBE’s option, other good funds. In addition to the annual Maintenance Fee refund, after a total of seventy-two (72) hours has lapsed since the date and hour of the instigation of the escalation procedures contained in this Exhibit 10 for a Service Level 1 or Level 2 situation and the situation is still unresolved, at the sole discretion of the JBE, Contractor shall immediately send, at Contractor's sole expense, Contractor’s most technically qualified representative to the JBE's site and said representative will continue to address and work to remedy the failure, malfunction, defect or nonconformity until

Escalation Stage 2