Common use of Proactive Escalation Clause in Contracts

Proactive Escalation. If a Support Ticket cannot be resolved by the initial TSE, such Support Ticket will be escalated to Minerva’s Senior TSEs (“Tier-2”). Support Ticket resolution may include providing an existing fix to an already identified Error. If a particular Support Ticket cannot be resolved by Tier-2, it will be escalated to Minerva’s Engineering and/or Product Marketing groups or the applicable third party vendor.

Proactive Escalation. If a Support Ticket cannot be resolved by the initial TSE, such Support Ticket will shall be escalated to Minerva’s ▇▇▇▇▇▇▇’▇ Senior TSEs (“Tier-2Tier 2”). Support Ticket resolution may include providing an existing fix to an already identified Error. If a particular Support Ticket cannot be resolved by Tier-2Tier 2, it will be escalated to Minerva’s ▇▇▇▇▇▇▇’▇ Engineering and/or Product Marketing groups or groups. In this event, the applicable third party vendorassigned TSE will retain responsibility for all communication with the Customer regarding the Support Ticket.