Escalation and Priority Sample Clauses

Escalation and Priority. Upon receiving a call or request that the MoPub Service is not performing in accordance with its specifications or documentation, MoPub will evaluate and classify the problem according to the following criteria: Priority 0 Process cannot complete, there is no workaround and the solution is business critical. Example: persistent outage of ▇▇▇.▇▇▇▇▇.▇▇▇ that causes inability to serve Customer Ads through the MoPub Platform resulting in material loss of revenue by Customer from its Advertisers. 2 hours 6 hours Priority 1 Process cannot complete and there is no workaround, but the condition is NOT business critical, however, must be resolved by the next scheduled or period end processing. Example: intermittent ad serving failures not materially impacting revenues. 1 business day 10 business days Priority 2 Process cannot complete, but there is a workaround that allows processing to continue. Example: temporary dashboard or campaign management website unavailability. 1 business day 15 business days Priority 3 This priority addresses 'cosmetic" type calls with no financial or processing impact. 5 business days One month ● When it is determined that this priority level problem exists, the Client Services Manager will contact the on call programmer and will begin resolution. ● If the problem is not resolved within ONE HOUR, the managers of both Development and Client Services will be notified that the problem has been reported and of the action that is in process. ● If the problem is not resolved within the first TWO HOURS, then the Vice Presidents of both Development and Client Services will be notified of the reported problem, the action taken and the status. At this time evaluation of additional resources will be made to ensure that resolution stays on track. ● If the problem is not resolved within FOUR HOURS, then the President/CEO will be notified, especially if there is potential that the system(s) availability is in jeopardy for the next day's business. The parties acknowledge that if Customer will be implementing a Customer-specification implementation using a version of the MoPub Code that is not made generally available to external parties ("Customer Specific Implementation"). Customer agrees that if any problem is determined to be wholly or partially caused by its Customer Specific Implementation, MoPub may reasonably reclassify the priority level of the problem, or determine that such problem is not covered by the MoPub support services hereunder. In t...