Incident Response Times Sample Clauses

Incident Response Times. An Incident is any disruption to the normal operation of a service. OIT will accept and resolve incidents as defined at ▇▇▇▇://▇▇▇▇.▇▇▇▇▇.▇▇▇/itsm_process/incident/incident_process_guidelines.html. The standard OIT Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the OIT IT Service Management System.

Incident Response Times. An Incident is any disruption to the normal operation of a service. UTS will accept and resolve incidents as defined in the UTS Incident Management process included in Attachment E. The standard UTS Incident Response Service Level Agreement targets apply to services provided within this agreement. The response time targets are based on the priority assigned to the incident in the UTS IT Service Management System. The primary contact points for the service are listed in the table below. These contacts will be notified by the UTS Service Desk as depicted in the Escalation Procedure when responding to service outages or other critical service impacts. Service Owner/ Mgr ▇▇▇ ▇▇▇▇▇▇ ▇▇▇-▇▇▇-▇▇▇▇ ▇▇▇▇▇▇▇@▇▇▇▇▇.▇▇▇ Director ▇▇▇▇ ▇▇▇▇▇ ▇▇▇-▇▇▇-▇▇▇▇ ▇▇▇▇.▇▇▇▇▇@▇▇▇▇▇.▇▇▇ The escalation process is managed by the UTS Service Desk. The customer may also escalate as needed by contacting the Service Desk or Service Owner as listed in the UTS Contacts to provide the necessary visibility and management attention to critical issues. The following flow diagram depicts the workflow used when a service incident is not following the standard guidelines for resolution according to service tier and priority. The Service Desk monitors incidents for timelines and service levels and may escalate an incident when it is in jeopardy of exceeding its SLA for response time or resolution time. The costs of many UTS services are met through the University allocation model. Some services with a delimited user base also have an additional cost.  All costs paid through the standard University allocation model  Additional costs are assessed for this service ▇▇▇ ▇▇▇▇▇▇ Service Owner ▇▇▇▇ ▇▇▇▇▇▇▇ Business Relationship Manager ▇▇▇▇ ▇▇▇▇▇ Director, Integration ▇▇▇▇▇ ▇▇▇▇▇▇▇ Deputy CIO Document Version: 1.1 Effective Date: 09/01/09 The availability target of this service is a measure based on SIR (Service Incident Request) Reports.

Incident Response Times. The supplier must acknowledge to the customer, receipt of all problems within thirty minutes of the call being assigned to the supplier. Problems will be prioritised according to the severity rating listed in the following table and must be resolved within the associated timescales. However, the frequency of communication between the supplier and the customer will be dependent upon individual circumstances. P1 Critical fault Whole service or critical part of system is unusable / unavailable causing major business impact. (e.g.: distributed server down, whole site unable to operate, potential to cause severe financial loss to the Customer) P2 Severe fault A major component failure affecting at least one user, and with potential to impact a significant number of users. May have some financial impact on the Customer P3 Routine fault Problem causing inconvenience to a user, not immediately critical. (e.g.: single user unable to send or receive emails) P4 Minor Fault/Request Non-urgent problems, or workaround available. User agrees low priority. Enquiries or requests for advice. Low business impact. (e.g.: requests for standard user access) Feedback performance can be rated and discussed at performance reviews if the customer requires. • When an incident is likely to transgress the agreed SLA. • An incident needs to be passed to another Team/Group or Supplier. • A decision is made that a site visit is required. • The support team has arrived on site. • The problem is resolved – in this case details of the fix should be logged. • Estimated fix time will not be met. Note, where a fault cannot be resolved within the agreed timescale, the customer should be informed of the problem and informed as to the proposed steps to be taken to provide a resolution. (In the event of a dispute, all parties will follow the escalation procedure as detailed in the associated Schedule(s)).

Incident Response Times. 3.1. Incident levels:

Incident Response Times. Threat ▇▇▇▇▇ will use commercially reasonable efforts to respond and resolve Severity Level incident with the Service in accordance with the target time periods below:

Incident Response Times. Severity Level Description Initial Response Time Target Resolution Time P1 – Critical Service unavailable or major features are unusable 1 hour 4 hours

Incident Response Times. Category Response 1 MEDILOGIK shall start work to fix the Problem immediately upon receipt of the Call (Call Open Time). If necessary, work to rectify the Fault will continue beyond normal business hours when Call Close Time will be notified to the customer’s service desk via the supplier’s helpdesk system and by supporting email. 2 MEDILOGIK shall start work to fix the Problem immediately on receipt of the call (Call Open Time). If necessary, work to rectify the Fault will continue beyond normal business hours when Call Close Time will be advised as in Category 1 calls. 3 MEDILOGIK shall start work to fix the Problem within 4 hours of Call Open Time. Work to rectify the Fault will not continue beyond normal business hours. Call Closure will be notified to the System Administrator. 4 MEDILOGIK shall clarify the position to the user and EMS™ Site Administrator. To be provided within 24 hours of Call Open Time unless the Call was opened immediately prior to a non-working day, in which case the response will follow on the first business day thereafter. Call Closure will be agreed between the supplier EMS™ administrator and the supplier.

Incident Response Times. Digital MGA will respond to each reported incident and provide the following corrective services in accordance with the following priority: 1 One or more mission critical features of the System are unavailable or unusable, and the situation is considered an emergency, or the System as a whole is inoperable. A workaround is not immediately available. 1 Support Hour Digital MGA will use all reasonable efforts both during and outside of Support Hours to resolve the reported incident as expediently as possible.

Incident Response Times. The Incident response times specified herein by Incident Priority level are guidelines only and commence from when an Incident is logged and an Incident reference number is given to the Customer. (i) For Priority 1 - Incidents placed into the Support queue will be acknowledged by the Support Team within 1 hour. Customer will be updated with a plan for resolution within 1 hour thereafter if the Incident has not already been resolved. Where Priority 1 24/7 Support is specified in an Order Agreement then Incidents placed into the Support queue via the telephone number shown in clause 3 above will be acknowledged by the Support Team within 15 minutes; and where an Incident is categorised as a Priority 1 Customer will be updated on an hourly basis until a work around or plan for resolution is achieved. (ii) For Priority 2 - Incidents placed into the Support queue will be acknowledged by the Support Team within 1 hour. Customer will be updated with a plan for resolution within 3 hours thereafter if the Incident has not already been resolved. (iii) For Priority 3 - Incidents placed into the Support queue will be acknowledged by the Support Team within 2 hours. Customer will be updated with a plan for resolution within 6 hours thereafter if the Incident has not already been resolved.