Common use of Escalation and complaints Clause in Contracts

Escalation and complaints. For escalation and complaints (A customer complaint is a customer's expression of dissatisfaction with an EGI service, either orally or in writing.), the Provider contact (section 6.1) point shall be used, and the following rules apply. • In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the supporting Resource Centres, xxxxxxxxxx@xxx.xx should be informed. 7 Information security and data protection‌ The following rules for information security and data protection related to the Service apply. • Assertion of absolute security in IT systems is impossible. The Provider is making every effort to maximize security level of users’ data and minimalize possible harm in the event of an incident. • The Provider will define and abide by an information security and data protection policy related to the service being provided. • The parties of the Agreement will meet all requirements of any relevant policy or procedure of the Provider22 and will comply with the applicable national legislations. 21 xxxxx://xxxxxxxxx.xxx.xx/document/2748 22 xxxxx://xxx.xxx.xx/about/policy/policies_procedures.html 8 Responsibilities‌

Escalation and complaints. For escalation and complaints (A customer complaint is a customer's expression of dissatisfaction with an EGI service, either orally or in writing.), the Provider contact (section 6.1) point shall be used, and the following rules apply. • In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the supporting Resource Centres, xxxxxxxxxx@xxx.xx should be informed. 13 xxxxx://xxxxxxxxx.xxx.xx/document/2748 7 Information security and data protection‌ The following rules for information security and data protection related to the Service apply. • Assertion of absolute security in IT systems is impossible. The Provider is making every effort to maximize security level of users’ data and minimalize possible harm in the event of an incident. • The Provider will define and abide by an information security and data protection policy related to the service being provided. • The parties of the Agreement will meet all requirements of any relevant policy or procedure of the Provider22 Provider14 and will comply with the applicable national legislations. 21 xxxxx://xxxxxxxxx.xxx.xx/document/2748 22 xxxxx://xxx.xxx.xx/about/policy/policies_procedures.html 8 Responsibilities‌.

Escalation and complaints. For escalation and complaints (A customer complaint is a customer's expression of dissatisfaction with an EGI service, either orally or in writing.), the Provider contact (section 6.1) point shall be used, and the following rules apply. • In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the supporting Resource Centres, xxxxxxxxxx@xxx.xx should be informed. 7 Information security and data protection‌ The following rules for information security and data protection related to the Service apply. • Assertion of absolute security in IT systems is impossible. The Provider is making every effort to maximize security level of users’ data and minimalize possible harm in the event of an incident. • The Provider will define and abide by an information security and data protection policy related to the service being provided. • The parties of the Agreement will meet all requirements of any relevant policy or procedure of the Provider22 Provider12 and will comply with the applicable national legislations. 21 xxxxx://xxxxxxxxx.xxx.xx/document/2748 22 xxxxx://xxx.xxx.xx/about/policy/policies_procedures.html 8 Responsibilities‌.

Escalation and complaints. For escalation and complaints (A customer complaint is a customer's expression of dissatisfaction with an EGI service, either orally or in writing.), the Provider contact (section 6.1) point shall be used, and the following rules apply. • In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the supporting Resource Centres, xxxxxxxxxx@xxx.xx should be informed. 7 Information security and data protection‌ The following rules for information security and data protection related to the Service apply. • Assertion of absolute security in IT systems is impossible. The Provider is making every effort to maximize security level of users’ data and minimalize possible harm in the event of an incident. • The Provider will define and abide by an information security and data protection policy related to the service being provided. • The parties of the Agreement will meet all requirements of any relevant policy or procedure of the Provider22 Provider17 and will comply with the applicable national legislations. 21 xxxxx://xxxxxxxxx.xxx.xx/document/2748 22 17 xxxxx://xxx.xxx.xx/about/policy/policies_procedures.html 8 Responsibilities‌

Escalation and complaints. For escalation and complaints (A customer complaint is a customer's expression of dissatisfaction with an EGI service, either orally or in writing.), the Provider contact (section 6.1) point shall be used, and the following rules apply. • In case of repeated violation of the Services targets for four consecutive months, a review of the Agreement will take place involving the parties of the Agreement. • Complaints or concerns about the Services provided should be directed to the Provider contact who will promptly address these concerns. Should the Customer still feel dissatisfied, about either the result of the response or the behaviour of the supporting Resource Centres, xxxxxxxxxx@xxx.xx should be informed. 7 Information security and data protection‌ The following rules for information security and data protection related to the Service apply. • Assertion of absolute security in IT systems is impossible. The Provider is making every effort to maximize security level of users’ data and minimalize possible harm in the event of an incident. • The Provider will define and abide by an information security and data protection policy related to the service being provided. • The parties of the Agreement will meet all requirements of any relevant policy or procedure of the Provider22 Provider15 and will comply with the applicable national legislations. 21 xxxxx://xxxxxxxxx.xxx.xx/document/2748 22 xxxxx://xxx.xxx.xx/about/policy/policies_procedures.html 8 Responsibilities‌.