Common use of Incident and Problem Management Clause in Contracts

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.