Common use of Issue Management Process Clause in Contracts

Issue Management Process. Either the Service Provider or ESIC may document any issue(s) which arises at any time during the performance of this SLA (the “Issue(s)”) and communicate the same to the other Party hereto within 3 days of it arising; a. The document referred to in sub-clause (a) above shall contain an objective summary of the Issue(s), the viewpoints of both Service Provider and ESIC and possible solutions thereof; b. Both the Parties will mutually select an appropriate issue resolution authority to resolve the Issue(s); c. A meeting or conference call will be conducted between the Parties and the issue resolution authority to resolve the Issue(s) in a timely manner. The documented Issue(s) will be distributed to the participants at least 24 hours prior to the discussion if the Issue(s) is not of an emergent nature requiring immediate attention; d. The selected issue resolution authority will resolve the Issue(s) and communicate the same to the Parties; and e. In the event any significant business Issue(s) is still unresolved, either Party may have recourse to the Dispute Resolution Procedure set forth in the Prime Services Agreement shall apply.