Common use of Escalation Support Clause in Contracts

Escalation Support. Microsoft will provide Company escalation support for undocumented scenarios and service impacting events. “Escalation Support” is defined as support that Company cannot reasonably provide to Company’s Customers because it does not have the necessary training, documentation and/or support tools. If Microsoft determines that Company is inappropriately escalating issues then, upon request by Microsoft, Company will meet to discuss a remediation plan. If Microsoft determines that remediation is necessary, Company will provide a report to Microsoft of Company’s support capabilities and will perform any necessary additional training of its personnel to support the remediation plan. Refer to the Program Guide for additional guidelines on Escalation Support.

Escalation Support. Microsoft will provide Company escalation support for undocumented scenarios and service impacting events. “Escalation Support” is defined as support that Company cannot reasonably provide to Company’s Customers because it does not have the necessary training, documentation and/or support tools. During the term of this Agreement, Company must resolve the documented support incidents without escalation to Microsoft. If Microsoft determines that Company is inappropriately escalating issues then, upon request by Microsoft, Company will meet to discuss a remediation plan. If Microsoft determines that remediation is necessary, Company will provide a report to Microsoft of Company’s support capabilities and will perform any necessary additional training of its personnel to support the remediation plan. Refer to the Program Guide for additional guidelines on Escalation Support.