Common use of Support and Escalation Clause in Contracts

Support and Escalation. Service Provider will respond to Client’s Trouble Tickets with best effort after hours or on holidays. Trouble Tickets must be opened by Client’s designated I.T. Contact Person, by email to Service Provider’s Help Desk, or by phone if email is unavailable. Each call will be assigned a Trouble Ticket number for tracking.

Support and Escalation. Service Provider will respond to Client’s 's Trouble Tickets under the provisions of the Support Response Times (see below), and with best effort after hours or and on holidays. Trouble Tickets must be opened by Client’s designated I.T. Contact Person, by email to Service Provider’s our Help Desk, or by phone if email is unavailable, Trinity Networx Portal, or by direct chat. Each call will be assigned a Trouble Ticket number Number for tracking.