Incident and Problem Management Sample Clauses

Incident and Problem Management. 11.5.1 Provide Incident and Problem Management process requirements. ✓ ✓ ✓ 11.5.2 Incorporate LS&Co. Incident and Problem Management process requirements into Supplier processes. ✓ ✓ ✓ 11.5.3 Detect and acknowledge all incidents that occur and record in ticketing system. ✓ ✓ ✓ 11.5.4 Proactively provide LS&Co. an update when an incident/event occurs. ✓ ✓ ✓ 11.5.5 Classify and take action to resolve the incident based on agreed-to Severity Level protocol. ✓ ✓ ✓ 11.5.6 Review Severity Level assignment and confirm agreement or provide corrected Severity Level and justification. ✓ ✓ ✓ 11.5.7 Investigation and diagnosis the cause of the Incident ✓ ✓ ✓ 11.5.8 Resolve the incident and recover the system so that ongoing business operations can proceed. ✓ ✓ ✓ 11.5.9 Close the Incident. ✓ ✓ ✓ EXECUTION VERSION 11.5.10 Determine if an Incident requires long term Problem resolution and identify as a Problem within Supplier ticketing system. ✓ ✓ ✓ 11.5.11 Perform root cause analysis for all identified Problems and recommend corrective action. ✓ ✓ ✓ 11.5.12 Implement corrective action and close the ticket. ✓ ✓ ✓

Incident and Problem Management xAssets will receive incident and problem reports by email or telephone. Each report can originate from an xAssets Engineer, from The Subscriber, or from an automated system. Each incident is logged onto the xAssets call logging system on receipt unless it can be resolved immediately. Each problem receives up to 15 minutes problem determination upon receipt within UK or USA working hours (9am GMT to 5pm EST). The following table shows how incidents will be addressed: Level 1 Within 24 hours after the start of the next working day Level 2 As soon as possible in the current or next working day Level 3 As soon as possible at any time The following table defines the severity levels for typical incident types. Server down 3 Server down problems should automatically initiate a failover procedure which makes service available from the DR server. Some delay may be necessary to ship the latest Sql log files. xAssets Engineers will assess the failover and ensure that the service is available. If it is not, remedial action will be taken to restore the service either onto the main server or the failover server as appropriate. Server Resources 1-3 Server resource issues such as CPU, Memory and Disk space alerts will be prioritised at the problem assessment stage and resolved according to severity. User Questions 1 User questions are responded to by email normally within 24 hours after the start of the next working day. Service Unavailable 3 Where the service becomes unavailable for any reason other than “Server Down”, xAssets product specialists will restore the service as soon as possible. Internet Failure 3 Where both hosting servers become unavailable, or the internet connections between The Subscriber and one of the servers becomes unavailable, xAssets and The Subscriber will jointly notify the relevant authorities and the service will remain unavailable until the connections are fixed or the service is restored to alternative infrastructure. Cyber attack (DDOS, Ransomware, virus) 3 These are forms of the “Internet Failure” event. The expected courses of action include provisioning a new secret DNS name for The Subscriber, failover, and/or transfer hosting to a newly provisioned server Data Errors 1 Data error problems and problems relating to discovery will be responded to by email normally within 24 hours after the start of the next working day and otherwise within 5 working days. User Access 1 Where one user cannot log in The Subscriber takes initial responsibil...

Incident and Problem Management. Broadcom will provide incident and problem management services (e.g., detection, severity classification, recording, escalation, and return to service) pertaining to: ● Infrastructure over which Broadcom has direct, administrative access and control, including servers and services used to provide the Broadcom SaaS Offering. Customer is responsible for incident and problem management (e.g., detection, severity classification, recording, escalation, and return to service) pertaining to: ● Customer’s account settings in the Broadcom SaaS Offering administrative management console. ● User-deployed and user-configured assets such as proxy agents. ● Anything else not under Broadcom’s direct control and administration. Broadcom will provide the following change management elements: ● Processes and procedures to release new code versions and bug fixes. ● Customer is responsible for: o Management of changes to Customer’s tagging process, alert settings, dashboards, and other content. o Administration of self-service features provided through the Broadcom SaaS Offering’s system console and user portal, up to the highest permission levels granted to Customer. o Changes in the data collection agents used. o Cooperating with Broadcom when planned or emergency maintenance is required.

Incident and Problem Management. Incident and problem management Services include the activities associated with restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Problem management also includes minimizing the adverse impact of Incidents and problems on the business that are caused by errors in the IT infrastructure, and to prevent the recurrence of Incidents related to those errors. In order to achieve this goal, problem management seeks to review Incidents, get to the root cause of Incidents and then initiate actions to improve or correct the situation. The following table identifies each Party’s Incident and problem management roles and responsibilities. 1. Define Incident and problem management policies and procedures X 2. Approve Incident and problem management policies and procedures X 3. Establish operations and service management quality assurance and control programs X 4. Approve operations and service management quality assurance and control programs X 5. Perform quality assurance and quality control programs X 6. Coordinate user support activities with the help desk X 7. Establish Incident/problem classification by Priority Level X 8. Provide Level 2 and Level 3 support as required to resolve Incidents and problems X 9. Establish Incident/problem workflow, escalation, communication and reporting processes that help to achieve the SLRs X 10. Review and approve Incident/problem classification, prioritization and workflow, communication, escalation and reporting processes X 11. Provide, configure, and operate Incident and problem management system that tracks Incidents across all Service Towers X 12. Provide Symetra access and input capabilities to Incident and problem tracking system to allow for Incident/problem monitoring and ad hoc reporting X 13. Manage entire Incident/problem life cycle including detection, diagnosis, Symetra status reporting, repair and recovery X 14. Ensure Incident resolution activities conform to defined Change Management Procedures X 15. Manage efficient workflow of Incidents including the involvement of Third Party providers (e.g., vendors, public carriers, ISP) X August 1, 2009 Schedule 2A—Cross-Functional Services SOW 16. Coordinate and take ownership of problem resolution with Symetra and Third Parties (e.g., public carriers, ISP) X 17. Perform Root Cause Analysis of Incidents, document fi...

Incident and Problem Management. Supplier’s Incident and Problem Management responsibilities include (“Incident and Problem Management”): __________________________ *Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions. Exhibit A.6.1 Gap/IBM Confidential and Proprietary Information Second Amended and Restated Master Services Agreement

Incident and Problem Management. Each party will use their existing incident and problem management process and tools.

Incident and Problem Management. Supplier’s Incident and Problem Management responsibilities for Gap Stores and field offices co-located in stores as provided in Exhibit D.17 include (“Incident and Problem Management”):

Incident and Problem Management. All incidents and alerts are logged, tracked and maintained through a ticketing system. Incidents are entered manually into the system and given a ticket number after a customer calls, emails, or faxes in their problem. The ticketed incident is classified, assigned a severity level and given to the appropriate engineering personnel for resolution. If the incident is unable to be resolved, it is escalated to QMS management for resolution. Recurring incidents and incidents where a workaround was applied are investigated further through the Problem Management analysis team. Detailed components of the work flow process are described in Quest’s “Incident Response”, “Client Call Process” and “Problem Management” manuals which are part of Quest’s on‐line documentation available for review at any time by personnel. Quest’s internal incident response process consists of the following phases. Once the appropriate preparative steps have been taken, the Incident Response Process consists of a six‐phase cycle. • Preparative • Prevention • Identification • Containment • Eradicate • Recovery • Follow‐up

Incident and Problem Management. The objective of Incident Management is to restore normal service operation as quickly as possible and to minimise the impact on business operations resulting from any service disruptions, thus ensuring that optimal and agreed levels of service quality and availability are maintained. The process covers any Incident, external or internal, which impacts directly or indirectly on the Services provided by the Service Provider. The objective of Problem Management is to minimise adverse business impact by preventing potential Incidents from occurring. This is performed by determining and addressing root causes of recurring Incidents through the implementation of long term solutions. The Service Provider will provide Incident and Problem Management Services across the Annexes listed in Section 1.2 of this document, with the exception of Annex 5 (Change Management Services).