Common use of Issue Escalation Clause in Contracts

Issue Escalation. The Customer may request that the “Severity Level” assigned by the Service Provider to an active Support Request be escalated if there are material changes in the impact of the Support Request on the business of the Customer, or if there is no Response from the Service Provider within 24 hours. Notwithstanding the foregoing, the severity classification of any Support Request is in the sole discretion of the Service Provider.

Issue Escalation. The Customer may request that the “Severity Level” assigned by the Service Provider to an active Support Request be escalated if there are material changes in the impact of the Support Request on the business of the Customer, or if there is no Response from the Service Provider within 24 hoursone (1) Business Day in the case of a P1 or P2 Support Request. Notwithstanding the foregoing, the severity classification of any Support Request is in the sole discretion of the Service Provider.