Incident and Problem Management System Clause Samples

The Incident and Problem Management System clause establishes the requirement for a structured process to identify, report, and resolve incidents and problems that arise during the course of a service or project. Typically, this involves setting up procedures for logging issues, assigning responsibility for investigation, and tracking progress until resolution, often using a dedicated software platform or ticketing system. By formalizing how incidents and problems are managed, the clause ensures timely responses, minimizes service disruptions, and provides accountability, ultimately maintaining service quality and client satisfaction.
Incident and Problem Management System. (a) Supplier shall use the Gap Incident and Problem Management Tracking system to track Incidents and Problems relating to the Gap IT Environment. (b) Tracking information for each Incident and Problem submitted to (and originating from) the Help Desk or Supplier, to include those agreed to by Gap and Supplier. Such information shall include at a minimum: (1) the date and time the Incident or Problem was raised; (2) an Incident or Problem tracking number; (3) a description of the Incident or Problem; (4) relevant information about the Gap Authorized Users affected and/or Gap Site affected; (5) the Priority Level of the Incident or Problem; (6) the Incident or Problem status and next steps to be taken; and (7) the date and time the Incident or Problem was Resolved. (c) Regularly updating the Incident and Problem Management Tracking system (including the Knowledge Database) in accordance with agreed to procedures by Gap and Supplier and Supplier solutions and Supplier’s best practices as they are developed. Upon Gap’s request, Supplier shall provide Gap with periodic updates based on “lessons learned” and Incidents and Problems experienced by Supplier’s other customers. (d) Providing reports to Gap and Third Party Vendors regarding Incidents and Problems as relevant.
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Incident and Problem Management System. Supplier’s responsibilities with respect to the Incident and Problem Management system include the tasks, subtasks, and Deliverables set forth in Table 36 (Incident and Problem Management System Responsibilities) below.
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Incident and Problem Management System. (a) Supplier shall use the Gap Incident and Problem Management Tracking system to track Incidents and Problems relating to the Gap IT Environment. (b) Tracking information for each Incident and Problem submitted to (and originating from) the Help Desk or Supplier, to include those agreed to by Gap and Supplier. Such information shall include at a minimum: (1) the date and time the Incident or Problem was raised; (2) an Incident or Problem tracking number; (3) a description of the Incident or Problem; (4) relevant information about the Gap Authorized Users affected and/or Gap Site affected; (5) the Priority Level of the Incident or Problem; (6) the Incident or Problem status and next steps to be taken; and (7) the date and time the Incident or Problem was Resolved. (c) Regularly updating the Incident and Problem Management Tracking system (including the knowledge database) in accordance with agreed to procedures by Gap and Supplier and Supplier solutions and Supplier’s best practices as they are developed. Upon Gap’s request, Supplier shall provide Gap with periodic updates based on “lessons learned” and Incidents and Problems experienced by Supplier’s other customers. * 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.2 Gap/IBM Confidential and Proprietary Information Page 27 (d) Providing Gap with group access to the Incident and Problem Management Tracking system, and allowing certain Gap and Gap Third Party Vendors to view appropriate segments of the knowledge database on an ongoing basis (including Gap Authorized Users). (e) Maintaining current on-line self help for users of the Incident and Problem Tracking system. (f) Coordinating tracking efforts and notification to Gap Authorized Users through the Help Desk and other Third Party Vendors. (g) Maintaining communications with all parties and the Help Desk until the Incident or Problem is Resolved. (h) Maintaining communications to Gap and affected the Help Desk and Third Party Vendors, regarding Incidents and Problems. The communication shall commence upon identification of an Incident or Problem, through Resolution, and through any follow-up communication and work required post-Resolution, in accordance with the Procedures Manual. (i) Providing reports to Gap and Third Party Vendors regarding Incidents and Problems as relevant.
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