Common use of Support Services Escalation Clause in Contracts

Support Services Escalation. Within the course of a Customer request to eXo Support Services, a case will be handled thanks to the following escalation procedure : ● Level One Support means administrative and technical acknowledgement of support requests, documentation of requests, basic troubleshooting, and providing common solutions for issues requiring less than 30 minutes to resolve. If no solution is found, a Level Two escalation is made. ● Level Two Support means the escalation point for Level One Support. Level Two Support provides support for issues requiring more than thirty (30) minutes to resolve, in-depth research and troubleshooting. All requests reporting one or more Errors with known solutions are Level One and Two Support issues. ● Level Three Support means acknowledgement of a category of Errors reported by eXo for the Software which, after initial analysis is determined most likely to be the result of a design defect with the Software or the result of a complex interaction that requires a bug fix as described in the eXo Software maintenance program.