Escalation Path Clause Samples
The Escalation Path clause defines the formal process for resolving disputes or issues that arise during the course of an agreement. Typically, it outlines a step-by-step procedure where concerns are first addressed at the operational level and, if unresolved, are progressively elevated to higher management or designated representatives. For example, a service issue might first be discussed between project managers, then escalated to department heads, and finally to executive leadership if necessary. This clause ensures that problems are addressed efficiently and systematically, minimizing disruptions and fostering timely resolution by clarifying the chain of responsibility.
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Escalation Path. The below escalation path will also be used if, at any point, the customer feels that the problem is not being addressed in a satisfactory manner.
1 Technical Support Agent 2 Service Desk Manager 3 Head of UC 4 Head of Service Operations
5 Operations Director
Escalation Path. A. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. The table below sets forth the time within which a specified Synacor employee or agent will respond to contacts regarding any system or Service incidents, outages or failures or any support inquiries identified by either Client, Synacor or any Content Provider. All incidents are initially assigned to a Synacor support engineer to be addressed substantially in accordance with the Standard Support Response Times set forth above and will thereafter follow the escalation path set forth below; upon reasonable request by Client, Synacor will move an escalation from the Standard Support Response Times to the escalation path set forth below. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation, but in any such event Synacor’s response time shall not exceed the response times set forth above. Escalation Levels Escalation Response Time Synacor (individual contacts and phone numbers may change from time to time upon written notice) Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for portal issues. M-F for vendor issues, provided that severe incidents will be initially supported by Synacor and escalated to the relevant vendor during weekends as well. Synacor TSS Team ▇▇▇@▇▇▇▇▇▇▇.▇▇▇ ▇.▇▇▇.▇▇▇.▇▇▇▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 minutes. Support Supervisor ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 Operations Suppor minutes from either Level 1 or Level 2. Manager ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 30 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 3. Account Manager
Escalation Path. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor Support Engineer substantially in accordance with the Standard Support Response Times set forth herein. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s sole judgment, such issues either need to be escalated more quickly or can be resolved without escalation. Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for Client Branded Portal issues. M-F for vendor issues. Support Supervisor ▇▇▇▇@▇▇▇▇▇▇▇.▇▇▇ ▇.▇▇▇.▇▇▇.▇▇▇▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered [*] Technical Support Operations Center Manager [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered [*] from either Level 1 or Level 2. Director of IT [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered [*] from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 3. VP of IT [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 60 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 4. COO ▇▇▇ ▇▇▇▇▇▇▇▇ 716.362.3724 ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 90 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇, ▇▇▇▇▇ 4, or Level 5. CEO ▇▇▇ ▇▇▇▇▇▇▇ 716.362.3700
Escalation Path. (a) OEM shall provide Wang a telephone number for the purpose of contacting OEM's technical support group to refer to End User problems and issues that are outside the scope of this Agreement and to obtain technical assistance in the resolution of End User problems.
(b) OEM shall provide this service, at the least, Monday through Friday each week, 8:00 A.M. to 5:00 P.M. U.S. Eastern Time.
(c) When the End User's problem cannot be resolved over the phone or through the application of Remedial Maintenance Service by Wang, then OEM may opt to provide its technical support on site. Such support will be provided at no cost to Wang.
(d) All OEM technical support service shall be provided to Wang at no cost.
Escalation Path. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor Support Engineer substantially in accordance with the Standard Support Response Times set forth herein. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s sole judgment, such issues either need to be escalated more quickly or can be resolved without escalation. Escalation Levels Escalation Response Time Synacor [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] Schedule H – Implementation Planning and Targeted Timelines 71 CONFIDENTIAL [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED This Schedule H is attached to and constitutes a material part of the Agreement. Unless otherwise defined herein, capitalized terms shall have the meaning set forth in the Agreement. Synacor and Verizon agree to cooperate in the creation and implementation of an integrated Project Plan to expedite the delivery of Services in a commercially feasible manner. The key targeted deliverables and targeted delivery dates for each of the portal experiences described in Schedule B shall be: [*] The Parties agree that the foregoing timeframes are target dates, and that they are subject to change. SCHEDULE I Content Management This Schedule I is attached to and constitutes a material part of the Agreement. Unless otherwise defined herein, capitalized terms shall have the meaning set forth in the Agreement. I. Synacor shall provide Client with Site and News Management tools for Client to review content and allow Client to manage Content without Synacor involvement as required by Client in its sole discretion and as set forth herein.
Escalation Path. A. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. The table below sets forth the time within which a specified Synacor employee or agent will respond to contacts regarding any system or Service incidents, outages or failures or any support inquiries identified by either Client, Synacor or any Content Provider. All incidents are initially assigned to a Synacor support engineer to be addressed substantially in accordance with the Standard Support Response Times set forth above and will thereafter follow the escalation path set forth below; upon reasonable request by Client, Synacor will move an escalation from the Standard Support Response Times to the escalation path set forth below. However, Synacor may choose from time CONFIDENTIAL [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED to time to handle issues outside of the escalation path indicated below if, in Synacor’s reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation, but in any such event Synacor’s response time shall not exceed the response times set forth above. Escalation Levels Escalation Response Time Synacor (individual contacts and phone numbers may change from time to time upon written notice) Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for portal issues. M-F for vendor issues, provided that severe incidents will be initially supported by Synacor and escalated to the relevant vendor during weekends as well. Synacor TSS Team ▇▇▇@▇▇▇▇▇▇▇.▇▇▇ ▇.▇▇▇.▇▇▇.▇▇▇▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 minutes. Support Supervisor [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 minutes from either Level 1 or Level 2. Operations Support Manager [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 30 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 3. Director of IT [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 60 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 4. VP of IT [*] [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED SCHEDULE G TO MASTER SERVICE...
Escalation Path. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor support engineer substantially in accordance with the standard support response times set forth herein. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation.
Escalation Path. If you do not receive a response within the timeframe designated above, please reach out to your Account Manager. Service availability Security Controls Feature Standard
Escalation Path. Hyperscience will utilize an internal escalation system to automatically escalate Problem Tickets that have not received a response in accordance with the Response Time Service Levels set forth in the table above. Such Problem Ticket will proceed through the following escalation levels: A. Customer Support Contact B. Customer Success Manager C. Director 1.3.1. Hyperscience will provide email support for all Support Instances Monday through Friday, 9 a.m. EST to 5:30 p.m. EST (subject to Section 1.3.3 below), and will provide email support for Priority 1 and 2 Error Support Instances on a 24/7 basis in accordance with the Response Time Service Levels set forth in Section 1.1.1 above. To submit a Support Instance to Hyperscience, Licensee must email a reasonably detailed description of the Error to the appropriate email address below: • Priority 1 and 2 Errors: ▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ • Priority 3 Errors: ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇
Escalation Path. A pre-determined script or tree that engages additional resources when required to meet Service Levels.