Common use of Problem Notification Clause in Contracts

Problem Notification. 1. If internal monitoring and/or support resources detect a P1 incident, Yodlee will notify Company and resolution of the incident will follow the P1 process, 2. If Company detects a P1 incident; Company will notify Yodlee support via phone (▇-▇▇▇-▇▇▇-▇▇▇▇). 3. For P2 and P3 incidents, Company will notify Yodlee support by opening a Service Request in the YodleeCustomerCare tool 4. Upon receipt of notification, Yodlee shall assign a Service Request to the incident reported by Company and provide a tracking number to Company. 5. Regardless of the mechanism used to report the incident, if Company does not receive a response from Yodlee within the guidelines set forth in Section B of this SLA, Company should contact Yodlee per SLA Exhibit III below. 6. Support hours of operation are 7x24. 7. Yodlee expects Company to identify, investigate and attempt to resolve End-User issues prior to contacting Yodlee. In the event Company is not able to resolve the problem, it should be escalated to Yodlee Support using the above process. End-User email threads should not be forwarded to Yodlee Support without summarized detail. Company should have the following Information available when opening a Service Request in the Yodlee CustomerCare tool;