TiVo Services and HD Programming Customers Care Escalation Procedures Sample Clauses

TiVo Services and HD Programming Customers Care Escalation Procedures. Member acknowledges that customer care for the TiVo Services and/or HD Programming may require additional training, expertise and call time, all of which shall be undertaken at Member’s sole cost. DIRECTV shall provide (directly or through NRTC as master servicer), at no cost to Member, samples of training materials, as updated from time to time, utilized by DIRECTV in its delivery of customer care for the TiVo Services and HD Programming. Member shall take appropriate actions to ensure that its customer agents have appropriate training and processes in place to handle the additional customer care responsibilities associated with the TiVo Services and HD Programming. In those cases where, despite such efforts by Member, a technical question is presented by a customer that Member’s agents are not able to answer, Member will have in place escalation processes to route such call to NRTC’s corporate offices. If, after good faith efforts, NRTC’s corporate offices are unable to answer such inquiry, then such offices shall request assistance from DIRECTV’s technical assistance desk (pursuant to procedures mutually agreed upon by NRTC and DIRECTV), and DIRECTV’s technical assistance desk shall use reasonable efforts to provide to NRTC technical assistance with the same level of care and responsiveness as DIRECTV provides to its own customer care agents. NRTC, as master servicer, shall in turn provide such assistance to Member. In no event shall Member direct customers or Member’s customer service representatives to contact DIRECTV’s technical assistance desk directly.
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