Common use of Single Point of Contact; Escalation Clause in Contracts

Single Point of Contact; Escalation. Intrado will provide Customer with a Program Manager who will serve as the Customer’s single point of contact (SPOC) for management of all aspects of the initial A9-1-1 Services implementation and ongoing service, including the migration to A9-1-1 i3 Services. This includes process development, data migration, equipment installation, system configurations, testing, production turn-up and on-going service and support. The SPOC will also be responsible for assessments, planning and implementation of A9-1-1 i3 Services. The Program Manager will continue to serve as Customer’s primary point of contact for issues resolution, escalations, enhancement requests, and planning. Additionally, Intrado and Customer will exchange key contacts for technical, operational, and managerial personnel assigned to the A9-1-1 Services deployment and ongoing support. In addition, Intrado will provide Customer with an emergency support 24x7x365 contact number and an escalation contact list. Each party will update and publish these lists on a regular basis.

Single Point of Contact; Escalation. Intrado will provide Customer with a Program Manager who will serve as the Customer’s single point of contact (“SPOC”) for management of all aspects of the initial A9-1-1 Services implementation and ongoing service, including the migration to A9-1-1 i3 Services. This includes process development, data migration, equipment installation, system configurations, testing, production turn-up and on-going service and support. The SPOC will also be responsible for assessments, planning and implementation of A9-1-1 i3 Services. The Program Manager will continue to serve as Customer’s primary point of contact for issues resolution, escalations, enhancement requests, and planning. Additionally, Intrado and Customer will exchange key contacts for technical, operational, and managerial personnel assigned to the A9-1-1 Services deployment and ongoing support. In addition, Intrado will provide Customer with an emergency support 24x7x365 contact number and an escalation contact list. Each party will update and publish these lists on a regular basis.