Common use of Incident Escalation Procedure Clause in Contracts

Incident Escalation Procedure. In the event the Resolution or Workaround time has surpassed the limit agreed upon in Table 1 above, and once an escalation has started, the process below should be respected: The Client’s Incident is escalated to the first escalation point provided by Nakisa; If the matter is not resolved or addressed within three (3) Business Days after being escalated to the first level, the Client can raise the escalation to the second escalation level; If the matter is still not resolved or addressed within three (3) Business Days after being escalated to the second level, the Client can raise the escalation to the third escalation level; If the matter is still not resolved or addressed within three (3) Business Days after being escalated to the third level, the Client can raise the escalation to the fourth escalation level.

Incident Escalation Procedure. In the event the Resolution or Workaround time has surpassed the limit agreed upon in Table 1 above, and once an escalation has started, the process below should be respected: The Client’s Incident is escalated to the first escalation point provided by NakisaXxxxxx; If the matter is not resolved or addressed within three (3) Business Days after being escalated to the first level, the Client can raise the escalation to the second escalation level; If the matter is still not resolved or addressed within three (3) Business Days after being escalated to the second level, the Client can raise the escalation to the third escalation level; If the matter is still not resolved or addressed within three (3) Business Days after being escalated to the third level, the Client can raise the escalation to the fourth escalation level.