Common use of Incident Resolution Responsibilities Clause in Contracts

Incident Resolution Responsibilities. Incident resolution requires teamwork between Motricity and AT&T. A key element in this teamwork approach is AT&T’s understanding of the User service(s) offered by Motricity. All AT&T identified incidents concerning failures of the Services that cannot be solved by AT&T representatives will be reported to Motricity Carrier Care Support Services, pursuant to the Reporting Process procedures outlined below. AT&T will assign a Severity Level per Table 4. If Motricity disagrees with the Severity assignment, both parties will negotiate in good faith after the resolution of the incident but all restoration will proceed based upon AT&T’s initial Severity assignment. Any reported incident that is caused by a failure that is outside Motricity’s Span of Control and not directly related to its delivery of a subscriber service will be returned to AT&T with an appropriate explanation. Should Motricity determine that an incident being worked by Motricity Carrier Care Support Services is within AT&T’s control, the incident will be closed and returned to AT&T for proper resolution.