Common use of IT Service Management Clause in Contracts

IT Service Management. EIS and Customer will mutually agree upon processes to support event management, incident management, problem management and change management, as applicable. Customer agrees not to make or to allow a third party to make changes to the System or the Software, including but not limited to changes to firmware or system configuration or installation of hotfixes or updates, without prior agreement from EIS via the established change management process. Changes to the System or Software without prior agreement from EIS may result in additional fees and may lead to outages, and unplanned delays which in no event shall be considered a breach by EIS of the Contract.