Escalation Path. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor Support Engineer substantially in accordance with the Standard Support Response Times set forth herein. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s sole judgment, such issues either need to be escalated more quickly or can be resolved without escalation. Escalation Levels Escalation Response Time Synacor Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week for Client Branded Portal issues. M-F for vendor issues. Support Supervisor xxxx@xxxxxxx.xxx 0.000.000.0000 Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered [*] Technical Support Operations Center Manager [*] Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered [*] from either Level 1 or Level 2. Director of IT [*] Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered [*] from Xxxxx 0, Xxxxx 0 or Level 3. VP of IT [*] [*] = 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 Escalation Levels Escalation Response Time Synacor Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered within 60 minutes from Xxxxx 0, Xxxxx 0, Xxxxx 0 or Level 4. COO Xxx Xxxxxxxx 716.362.3724 Xxxxx 0 Xxxxx 0 xxxxxx xx contacted if the issue is not answered within 90 minutes from Xxxxx 0, Xxxxx 0, Xxxxx 0, Xxxxx 4, or Level 5. CEO Xxx Xxxxxxx 716.362.3700 [*] [*] = 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 [*] [*] = 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 [*]
Escalation Path. (a) OEM shall provide Wang a telephone number for the purpose of contacting OEM's technical support group to refer to End User problems and issues that are outside the scope of this Agreement and to obtain technical assistance in the resolution of End User problems.
Escalation Path. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor Support Engineer substantially in accordance with the Standard Support Response Times set forth herein. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s sole judgment, such issues either need to be escalated more quickly or can be resolved without escalation. Escalation Levels Escalation Response Time Synacor [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] [*] Schedule H – Implementation Planning and Targeted Timelines 71 [*] = 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 This Schedule H is attached to and constitutes a material part of the Agreement. Unless otherwise defined herein, capitalized terms shall have the meaning set forth in the Agreement. Synacor and Verizon agree to cooperate in the creation and implementation of an integrated Project Plan to expedite the delivery of Services in a commercially feasible manner. The key targeted deliverables and targeted delivery dates for each of the portal experiences described in Schedule B shall be: [*] The Parties agree that the foregoing timeframes are target dates, and that they are subject to change. SCHEDULE I Content Management This Schedule I is attached to and constitutes a material part of the Agreement. Unless otherwise defined herein, capitalized terms shall have the meaning set forth in the Agreement.
Escalation Path. A pre-determined script or tree that engages additional resources when required to meet Service Levels.
Escalation Path. The below escalation path will also be used if, at any point, the customer feels that the problem is not being addressed in a satisfactory manner. Level Escalation Point
Escalation Path. Issue Escalation Policy for Critical Issues Duration Action Responsibility 0 hours Initial service request is placed. Support Engineer begins working on problem and verifies/determines severity level. SE 15 min If a resolution is not identified within this timeframe, SE escalates to the Senior Support Engineer. Senior Support Engineer will work on the problem to verify/determine the severity level SE/Xx.XX 1 to 2 hours If a resolution is not identified within this timeframe, Sr SE escalates to the Floor Manager who assigns additional resources. Email notification to Floor Manager. SE/Sr. SE/FM 2 to 6 hours If a resolution is not identified within this timeframe, Floor Manager escalates to the Support Manager who assigns additional resources. Email notification to Support Manager. SE/Sr. SE/FM/SM 6 to 10 hours If a resolution is not identified within this timeframe, Support Manager escalates to the Senior Technical Team who assigns additional resources to ensure product development involvement. Email notification to Senior Technical Team. SE/Sr. SE/FM/SM/STT 10 to 16 hours If resolution is not identified within this timeframe, Senior Technical Team escalates to the Service Delivery Manager who assigns additional resources and ensures product development involvement. Email notification to Service Delivery Manager. SE/Sr. SE/FM/SM/STT/SDM 16 to 24 hours If resolution is not identified within this timeframe, Service Delivery Manager escalates to the Technical Lead who assigns additional resources and ensures product development involvement. Email notification to Technical Lead. SE/Sr./SE/FM/SM/STT/SDM/TL Issue Escalation Policy for Non-Critical Issues Duration Action Responsibility 0 hour Initial service request is placed. Support Engineer begins working on problem to verify / determine severity level. SE 0 to 1 hour If a resolution is not identified within this timeframe, SE escalates to the Senior Support Engineer. Senior Support Engineer will work on problem to verify/determine the severity level SE/Sr. SE/FM 1 to 12 hours If a resolution is not identified within this timeframe, Sr SE escalates to the Floor Manager who assigns additional resources. Email notification to Floor Manager. SE/Sr. SE/FM 12 to 16 hours If a resolution is not identified within this timeframe, Floor Manager escalates to the Support Manager who assigns additional resources. Email notification to Support Manager. SE/Sr. SE/FM/SM 16 to 24 hours If a resolution is not identified within ...
Escalation Path. Hyperscience will utilize an internal escalation system to automatically escalate Problem Tickets that have not received a response in accordance with the Response Time Service Levels set forth in the table above. Such Problem Ticket will proceed through the following escalation levels: A. Customer Support Contact B. Customer Success Manager C. Director D. Vice President 1.3. Service Commitments. 1.3.1. Hyperscience will provide email support for all Support Instances Monday through Friday, 9 a.m. EST to 5:30 p.m. EST (subject to Section 1.3.3 below), and will provide email support for Priority 1 and 2 Error Support Instances on a 24/7 basis in accordance with the Response Time Service Levels set forth in Section 1.1.1 above. To submit a Support Instance to Hyperscience, Licensee must email a reasonably detailed description of the Error to the appropriate email address below: • Priority 1 and 2 Errors: xxxxxxx.xxxxxxxx@xxxxxxxxxxxx.xxx • Priority 3 Errors: xxxxxxx@xxxxxxxxxxxx.xxx
Escalation Path. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor support engineer substantially in accordance with the standard support response times set forth herein. 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. [*] [*] = 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 2 TO SCHEDULE Q (TV EVERYWHERE SERVICES) PHASE II SERVICES [Intentionally left blank]
Escalation Path. The escalation process consists of the reporting, troubleshooting, diagnosis, and resolution processes. All incidents are assigned to a Synacor Support Engineer substantially in accordance with the Standard Support Response Times set forth herein. However, Synacor may choose from time to time to handle issues outside of the escalation path indicated below if, in Synacor’s sole judgment, such issues either need to be escalated more quickly or can be resolved without escalation. BUS_RE/5266520.1 [*] = 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 Escalation Levels Escalation Response Time Synacor Level 1 Synacor Technical Support Agents available 24 hours per day, 7 days per week. Support Supervisor xxxx@xxxxxxx.xxx
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.
