Common use of Escalation Path Clause in Contracts

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