Common use of Incident Reporting Process Plan Clause in Contracts

Incident Reporting Process Plan. ‌ Within forty-five (45) calendar days of execution of this Agreement, the Contractor shall provide CALNET CMO with an Incident Reporting Process Plan describing how the user reports service issues and opens incident for the services provided by the Contractor. If the Contractor provides an online incident reporting tool then details should be included in the process plan. The Incident Reporting Process Plan should include: 1. How Customer reports an issue and opens an incident; 2. How Customer inquiries about status of service issue; 3. Toll free number for Customers to report issues 24x7x365, except for established maintenance windows; 4. How Contractor will provide each Customer department access to the complete incident; 5. Include major milestones, roles and responsibilities, deliverables, and commitment dates as negotiated between CALNET CMO and the Contractor; and, 6. How Contractors technical services will respond to requests within four (4) hours of notice.