Issue Management. Client shall provide all necessary information to and cooperate fully with Service Provider to facilitate the early identification and timely resolution of issues related to Services under this Agreement and/or an SOW. When an issue cannot be resolved in a reasonable time, the parties will agree on an appropriate mechanism and procedure for escalating and resolving the issue, which may include engaging the Dispute Resolution process pursuant to Section 11.13 (Disputes and Mediation). To the extent an identified issue is to be researched and/or a recommendation developed or reviewed by Service Provider personnel, appropriate mutually-agreed charges may apply to the time spent addressing the issue. The issue management process may also result in a change to the scope of the work as set forth in this Agreement.
Appears in 2 contracts
Sources: Master Services Agreement, Master Services Agreement