Common use of Escalation Path Clause in Contracts

Escalation Path. A. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. The table below sets forth the time within which a specified Synacor employee or agent will respond to contacts regarding any system or Service incidents, outages or failures or any support inquiries identified by either Client, Synacor or any Content Provider. All incidents are initially assigned to a Synacor support engineer to be addressed substantially in accordance with the Standard Support Response Times set forth above and will thereafter follow the escalation path set forth below; upon reasonable request by Client, Synacor will move an escalation from the Standard Support Response Times to the escalation path set forth below. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation, but in any such event Synacor’s response time shall not exceed the response times set forth above. Escalation Levels Escalation Response Time Synacor (individual contacts and phone numbers may change from time to time upon written notice) Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for portal issues. M-F for vendor issues, provided that severe incidents will be initially supported by Synacor and escalated to the relevant vendor during weekends as well. Synacor TSS Team ▇▇▇@▇▇▇▇▇▇▇.▇▇▇ ▇.▇▇▇.▇▇▇.▇▇▇▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 minutes. Support Supervisor ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 Operations Suppor minutes from either Level 1 or Level 2. Manager ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 30 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 3. Account Manager

Escalation Path. A. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. The table below sets forth the time within which a specified Synacor employee or agent will respond to contacts regarding any system or Service incidents, outages or failures or any support inquiries identified by either Client, Synacor or any Content Provider. All incidents are initially assigned to a Synacor support engineer to be addressed substantially in accordance with the Standard Support Response Times set forth above and will thereafter follow the escalation path set forth below; upon reasonable request by Client, Synacor will move an escalation from the Standard Support Response Times to the escalation path set forth below. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation, but in any such event Synacor’s response time shall not exceed the response times set forth above. Escalation Levels Escalation Response Time Synacor (individual contacts and phone numbers may change from time to time upon written notice) Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for portal issues. M-F for vendor issues, provided that severe incidents will be initially supported by Synacor and escalated to the relevant vendor during weekends as well. Synacor TSS Team ▇▇▇@▇▇▇▇▇▇▇.▇▇▇ ▇.▇▇▇.▇▇▇.▇▇▇▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 minutes. Support Supervisor ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 Operations Suppor [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED EXHIBIT 10.3 minutes from either Level 1 or Level 2. Manager ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 30 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 3. Account ManagerManager [*] = CERTAIN INFORMATION HAS BEEN OMITTED AND FILED SEPARATELY WITH THE COMMISSION. CONFIDENTIAL TREATMENT HAS BEEN REQUESTED WITH RESPECT TO THE OMITTED PORTIONS. CONFIDENTIAL TREATMENT REQUESTED EXHIBIT 10.3 SCHEDULE G TO MASTER SERVICES AGREEMENT HOSTING SERVICES

Escalation Path. A. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. The table below sets forth the time within which a specified Synacor employee or agent will respond to contacts regarding any system or Service incidents, outages or failures or any support inquiries identified by either Client, Synacor or any Content Provider. All incidents are initially assigned to a Synacor support engineer to be addressed substantially in accordance with the Standard Support Response Times set forth above and will thereafter follow the escalation path set forth below; upon reasonable request by Client, Synacor will move an escalation from the Standard Support Response Times to the escalation path set forth below. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s reasonable judgment, such issues either need to be escalated more quickly or can be resolved without escalation, but in any such event Synacor’s response time shall not exceed the response times set forth above. Escalation Levels Escalation Response Time Synacor (individual contacts and phone numbers may change from time to time upon written notice) Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for portal issues. M-F for vendor issues, provided that severe incidents will be initially supported by Synacor and escalated to the relevant vendor during weekends as well. Synacor TSS Team ▇▇▇@▇▇▇▇▇▇▇.▇▇▇ ▇.▇▇▇.▇▇▇.▇▇▇▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 minutes. Support Supervisor [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 15 Operations Suppor minutes from either Level 1 or Level 2. Operations Support Manager [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 30 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 3. Account ManagerDirector of IT [*] ▇▇▇▇▇ ▇ ▇▇▇▇▇ ▇ ▇▇▇▇▇▇ ▇▇ contacted if the issue is not answered within 60 minutes from ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇, ▇▇▇▇▇ ▇ or Level 4. VP of IT [*] The User TOU shall be the then-current “Qwest High Speed Internet Subscriber Agreement” or its successor document found at ▇▇▇.▇▇▇▇▇.▇▇▇ or a successor site (and as of the Effective Date, more specifically found at ▇▇▇▇://▇▇▇.▇▇▇▇▇.▇▇▇/legal/highspeedinternetsubscriberagreement/). 1. Phase 1 (the time period for Phase 1 shall be set forth in Schedule J). A. Support Representative Authentication: With regard to the support tool for Client’s support representatives, during Phase 1, authentication will be provided on an individual representative level basis using a proxy to an active directory source managed by Client.