Common use of Support Escalation Process Clause in Contracts

Support Escalation Process. The Service Provider’s resources will respond, action, and/or resolve monitor alerts and support requests from the Client. The Service Provider’s representatives follow internal processes to involve higher level representatives when necessary. The Service Provider strives to maintain a single point of contact with the Client for every incident. Internal escalations will occur seamlessly without the involvement of the Client or the end-user. The Service Provider’s initial representative will remain the primary point of contact for the Client, until a satisfactory resolution of the Client’s request occurs unless otherwise communicated by the representative. In the event the Client would like to escalate a support/service request they can contact the Service Provider by phone or email. The Service Provider will work with the Client to re-evaluate how the request is classified. In the event that re-evaluation does not adjust the request’s priority classification, the Service Provider will strive to accommodate the request but is only able to do so on a best effort basis. The required service level in this instance will not change even if the Service Provider’s best effort accommodation of the escalation is provided.