Common use of Escalations Clause in Contracts

Escalations. The TAM will be the conduit for all escalations, which will include escalations on Incidents, professional services work or any other issues associated with Flexera. During times of leave/holidays, the TAM will provide Licensee with the contact details of the person/team that will cover the different aspects of the role in his/her absence. In the event of a Severity 1 problem, which is defined as a problem that causes an urgent, critical impact that impairs the performance of substantially all major functions of the Software or a Licensee product, Licensee should contact the TAM immediately via a phone call followed by an email. Escalation level Licensee IT Operations Team Management team Senior Vice president level CEO,CIO level Flexera Technical Account Manger Vice president of Account Management Senior Vice president of Product and Services President and CEO

Escalations. The TAM will be the conduit for all escalations, which will include escalations on Incidents, professional services work or any other issues associated with FlexeraFlexera Software. During times of leave/holidays, the TAM will provide Licensee with the contact details of the person/team that will cover the different aspects of the role in his/her absence. In the event of a Severity 1 problem, which is defined as a problem that causes an urgent, critical impact that impairs the performance of substantially all major functions of the Software or a Licensee product, Licensee should contact the TAM immediately via a phone call followed by an email. Escalation level Licensee IT Operations Team Management team Senior Vice president level CEO,CIO level Flexera Software Technical Account Manger Vice president of Account Management Senior Vice president of Product and Services President and CEO