Incident Management Sample Clauses
The Incident Management clause outlines the procedures and responsibilities for identifying, reporting, and resolving incidents that may impact the performance or security of the services provided under the agreement. Typically, it requires parties to promptly notify each other of any incidents, document the nature and scope of the issue, and cooperate in investigating and remediating the problem. This clause ensures a structured response to unexpected events, minimizing disruption and clarifying each party’s obligations in managing and resolving incidents effectively.
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Incident Management. 3.1. We shall notify You without undue delay after We becomes aware of any accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to Customer Data, including Personal Data, stored or otherwise processed by Us or Our sub-processors of which We become aware (“Security Incident”).
3.2. We shall use best efforts to identify the cause of such Security Incident and take the measures We deem necessary and within Our control for remediating and securing Customer Data; We shall coordinate such efforts with You without undue delay.
Incident Management. The Incidents will be managed in order of their priority, from critical to low: Critical via phone, email and ticket: within 30 mins 4 hours Medium 8 hours
Incident Management. For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is responsible for providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A w...
Incident Management. An incident response plan and program containing procedures that are to be followed in the event of an information security incident.
Incident Management. 33.1. Company and Bottler recognize that incidents may arise that can threaten the reputation and business of Bottler and/or negatively affect the good name, reputation and image of Company and the Trademarks.
33.2. In order to address such incidents, including any questions of quality of the Covered Beverages or Related Products that may occur, Bottler will designate and organize an incident management team and inform Company of the members of such team.
33.3. Bottler further agrees to cooperate fully with Company and such third parties as Company may designate and coordinate all efforts to address and resolve any such incident consistent with procedures for crisis management that may be issued to Bottler by Company from time to time.
Incident Management. In the event that OneLogin or Subscriber becomes aware that the security of the OneLogin Services is adversely impacted, and this event subsequently leads to Subscriber Data in OneLogin's control being subject to use or disclosure not authorized by this Agreement (a “Security Incident”), the knowledgeable party will promptly (but in any case not later than seventy-two (72) hours after becoming aware of such Security Incident): (a) assess the nature and scope of the Security Incident; (b) identify the Subscriber Data involved, if any; (c) take appropriate steps to contain, control and stop the Security Incident; and (d) collaborate with the other party in providing relevant information that can be used to address and mitigate the impact of the Security Incident, subject to any request by law enforcement or other government agency to withhold such notice pending the completion of an investigation.
Incident Management. Incidents reported to the DoIT Service Desk will be triaged and managed based on priority as follows*:
Incident Management. Insofar Incident Management is booked, if an “Incident“ occurs within the agreed Incident Management hours, Exasol will initiate all necessary actions to restore the standard operation of the Exasuite Cluster as quickly as possible.
Incident Management. To respect the privacy of its users and protect the business from risks imposed by security incidents, JetBrains:
a. Maintains breach response and breach notification policies.
b. Maintains a data breach registry.
c. Applies commercially reasonable efforts to: i. Maintain awareness of the current regulations within the company.
Incident Management. SLA Priority Description Response Time Target Resolution