Escalated Issues Sample Clauses

Escalated Issues. In connection with Trend Micro’s performance of its Maintenance obligations with respect to an Escalated Issue, Ordering Activity agrees to perform, and Trend Micro’s responsibilities and obligations to perform Maintenance with respect to Escalated Issues are subject to, Ordering Activity doing the following: (a) Ensuring that the licensed Software is being used only in accordance with its Documentation. (b) Prior to escalating a suspected issue to Trend Micro, Ordering Activity will undertake the identification of and/or isolation of suspected issue(s) with licensed Software such as recreation, diagnosis, and resolution of problems related to licensed Software, and if Ordering Activity is unable to do so, Ordering Activity will develop, diagnose, identify (including gathering all necessary or relevant information, logs, and/or technical information), and create repeatable demonstrations of any purported Software non-conformance, issues or errors for submission to Trend Micro for Maintenance. (c) After escalation of an issue, allow Trend Micro to have remote access to Ordering Activity’s networks/systems to troubleshoot an Escalated Issue if requested by Trend Micro to the extent consistent with Ordering Activity security policies. Ordering Activity and Trend Micro will agree on appropriate security measures to prevent unauthorized access to Ordering Activity’s networks/systems/data for which there is no need-to-know; provided, however, the ultimate responsibility for the security of the networks/systems/data remains solely with Ordering Activity. Trend Micro will not connect to the Ordering Activity’s networks/systems without prior authorization and such connection will be solely to provide Maintenance. Ordering Activity has the right to observe and maintain control over such access. (d) Make available knowledgeable (in Ordering Activity’s systems and the Software) technical staff (including, without limitation, Authorized Contacts) to aid Trend Micro in resolution of any Escalated Issues. (e) With respect to each Escalated Issue, Ordering Activity remains responsible for: (i) any data and the content of any data/information Ordering Activity makes available to Trend Micro; (ii) the selection and implementation of procedures and controls regarding access, security, encryption, use, and transmission of data and information (including any personally-identifiable information); and (iii) backup and recovery of the networks/systems/devices/databases and any st...