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® OPENGOV <br /> The communication path for this engagement will be outlined in the kick off meeting, <br /> documenting both phone numbers and email.The general path is: <br /> OpenGov Project Manager Professional Services Sr. Manager / SVP --i Executive <br /> Sponsor <br /> 6. Escalation Process <br /> The purpose of this section is to define the escalation process, should it be needed, to <br /> support closing issues that are raised, discussed to move forward with the deployment. <br /> OpenGov and Customer agree to raise concerns and follow the escalation process, <br /> resource responsibility,and documentation. <br /> 6.1. Process <br /> • Identification of an issue impeding deployment progress, outcome or capturing the <br /> value proposition,that is not acceptable. <br /> • Customer or OpenGov Project Manager summarizes the problem statement and <br /> impasse. <br /> • Customer and OpenGov Project managers will outline solution, acceptance or <br /> schedule Executive review in accordance with SLA as defined in Section 7 General <br /> Project Assumptions. <br /> • Resolution will be documented and signed off following Executive review in <br /> accordance with SLA as defined in Section 7 General Project Assumptions. <br /> 6.2. Escalation Requirements <br /> • OpenGov and Customer Project Managers will summarize impasse and <br /> recommendation to present at scheduled or ad hoc executive meetings. Unless <br /> otherwise noted in this SOW,Customer Project Manager can approve how hours are <br /> used,but not where funding is required. <br /> • Executive Sponsors attend monthly (or other frequency) executive meetings to <br /> review deployment status,documented issue list,status,and closure summary. <br /> • Steering Committees, where applicable, will be the arbitrator to direction and issue <br /> closure. Unless otherwise noted in this SOW,the Customer Executive Sponsor must <br /> approve change orders that result in additional cost. <br /> • Customer or OpenGov Subject Matter Experts may be requested to provide input to <br /> the issue and assist in closure. Both Customer and OpenGov will make best effort to <br /> enable those Subject Matter Experts to be available and participate. <br /> 11 <br />