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. 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. 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. II. Site Management Tool. (a) Synacor’s Site Management tool allows Verizon to manage the content of specific areas within a page, and publish pages directly each as specified in this Section II, and gives Verizon the capability to test changes in Synacor’s QA environment prior to rolling them to production if desired. (a) The Site Management Tool supports a user permissions model so that Content can be developed, previewed and approved by different stakeholders within Client’s organization before being released to production. (c) The Site Management Tool may be used by Client to perform the following tasks: Editing of specific content areas on the Home, News, Entertainment and Resources pages, using predefined templates developed by Synacor. The Parties will determine the initial design and content areas that can be managed by Client within [*] from Client’s written request for use of the Site Management Tool for a given component.