Problem Management Services Sample Clauses

Problem Management Services. These are: 5.1 the monitoring of a User's usage of the Data Transfer Network where the Service Controller reasonably believes that such monitoring is required. Such monitoring may include: 5.1.1 checking that that User's Messages sent on the Data Transfer Network are contained in the Data Transfer Catalogue or the SPAA Data Transfer Flows; 5.1.2 checking that the User is not using the Data Transfer Network for any unauthorised purpose or in any manner not approved by the Service Controller; 5.2 giving advice on the Technical Standards or on Message tracking; 5.3 the monitoring of the usage of the Data Transfer Network in general. If such monitoring leads to the Service Controller expecting a degradation in the performance of the Data Transfer Network it shall inform the Users thereof and shall provide guidance on how to manage the transmission of Messages during this period. 5.4 the monitoring of the Data Transfer Network to identify and notify degradation of the Data Transfer Service, 24 hours per day, 7 days per week.
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Problem Management Services. (a) General First Data Responsibilities. First Data shall identify, track and manage the problems arising from or relating to the Production Services (“Problem Management” and “Problem Management Services”). First Data shall implement and maintain processes and procedures under which a single point of contact has end-to-end responsibility for each problem arising from or relating to the Production Services in order to minimize redundant contacts with RCSI. First Data shall provide to RCSI a copy of the Problem Management policies and procedures. Schedule A A - 23 RCSI / First Data Confidential (b) Specific First Data Responsibilities. (i) First Data’s responsibilities with respect to Problem Management Services shall include the following: (A) Identifying, resolving, and performing a Root Cause Analysis of all problems within five (5) Working Days of First Data’s receipt of notice of the problem; (B) Logging reported problems upon receipt from RCSI (or its third party providers) as identified by First Data; (C) Monitoring, controlling and managing each problem arising from or relating to the Production Services until it is corrected or resolved to the satisfaction of RCSI; (D) Correcting or resolving all problems relating to the Production Services in the times set forth by RCSI (problem corrections will be subject to verification by the authorized RCSI affected end user or control person) (correcting First Data-caused errors at First Data’s expense); (E) Adhering to the procedures for problem escalation, review and reporting as agreed upon by the Parties and also taking appropriate measures to avoid recurrence of problems; and (F) Monitoring, measuring and providing reports in the format required by RCSI related to problems, including statistics on the types of problems, total number of problems, outstanding problems and resolution times (including the average time to resolve problems) for the Production Services in general, for specific portions of the Production Services, and for individual RCSI Affiliates and RCSI Customers. (ii) First Data shall maintain on-going communication with RCSI with respect to the problems from notification through until final resolution. First Data shall, for each problem, provide prompt notification to RCSI of system outages or processing delays and shall otherwise provide regular and timely progress updates that clearly indicate the nature of the problem, the estimated time to correction, and potential short-term alternati...
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Problem Management Services. IBM shall be responsible for tracking, managing and resolving Problems (as defined in Schedule B) arising from or relating to the Services that are received from an MSDW level 1 help desk, automated alarm or other source ("Problem Management"). IBM's general responsibilities with respect to Problem Management shall include the following: (a) Logging reported Problems with respect to the Services upon receipt from MSDW level 1 help desk support, automated alarm or other source. IBM shall identify and log Problems arising in the performance of the Services with the appropriate MSDW level 1 help desk support. For each Problem with respect to the Services that is escalated to the Help Desk or IPSS Production Support Center, IBM shall assign a Severity Level (as defined in Section 6.1 of Schedule B) and prioritize resolution of Problems in accordance with the Severity Levels. (b) Monitoring, controlling and managing each Problem arising from or relating to the Services until it is corrected or resolved. To the extent a Problem does not arise from or relate to the Services, IBM shall refer such Problem to the appropriate entity, as identified by MSDW, for resolution. (c) Correcting or resolving Problems within the scope of IBM's responsibilities. Resolution of a Problem will be subject to the MSDW level 1 help desk's verification with the authorized MSDW affected End User or control person that the Problem has been resolved. (d) Adhering to the procedures for Problem escalation, review and reporting specified in Section 4.7 of this Schedule A or in the Procedures Manual, and also taking appropriate measures to avoid reoccurrence of Problems. (e) Performing Problem analysis, including identification of the source of the Problem; (f) Monitoring, measuring and providing reports on Problems including statistics on the types of Problems, total number of Problems, outstanding Problems, resolution times (including the average time to resolve Problems), and as otherwise required to report IBM's compliance with the Performance Standards set forth in Schedule B. IBM shall undertake reasonable efforts to improve the average time to resolve Problems. (g) IBM shall maintain communications with the appropriate MSDW level 1 help desk support on Problems through resolution. IBM shall, for each Problem, provide prompt notification to MSDW of system outages on critical systems and otherwise provide the appropriate level 1 help desk support with regular and timely progress updates...
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Problem Management Services. Convergys will manage all problems in the delivery of the Services in accordance with Schedule 7, "Scope Change and Issue Management." Problem management services will include at a minimum, the following activities: a) problem definition b) impact assessment c) severity classification (1, 2, 3, or 4) d) initial diagnosis e) notifications (including third parties) f) escalation g) resolution h) resolution timeframes i) post problem review (root cause analysis and process improvement) j) settlement and/or charges, if applicable.
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Problem Management Services. 33 4.7 Help Desk and IPSS Production Support Center Services .............................. 35 4.8
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Problem Management Services. Contractor and Client shall perform those services, functions and responsibilities identified as their respective responsibilities in the following matrix with respect to managing Problems with the Managed Applications. # Service, Function or Responsibility Contractor Client For each Priority Level 1 Incident and each business-impacting Priority Level 2, 3 and 4 Incident, create and assign to the Incident manager a Problem Ticket. X Create a Problem Ticket as needed to manage the root cause analysis and solution implementation for multiple Incidents. X Classify the Problem according to Priority Level. X Perform analysis to identify the underlying cause or source of the Problem and of any Incidents caused by the Problem. X Assign a Problem manager for each Priority Level 1 and business- impacting Priority Level 2, 3 and 4 Problem to investigate root cause and to manage the Problem Ticket according to the Problem Management process. X Coordinate with Client, vendors and other third parties as needed with respect to Problems that are within Contractor’s Scope of responsibility for Managed Applications. X Coordinate with vendors and other third parties as needed with respect to Problems that are not within Contractor’s Scope of responsibility for Managed Applications. X Once the root cause of a Problem has been identified and is within Contractor’s Scope as defined in Section 2, identify and coordinate X # Service, Function or Responsibility Contractor Client execution of a plan for eliminating the potential risk of future Incidents resulting from the Problem for the Services impacted. Follow Contractor’s procedures for consulting with Problem stakeholders as needed. X Follow Contractor’s procedures for closing the Problem Ticket when it has been resolved. X Monitor and prioritize inactive Problem Tickets if it is determined that further investigation should not continue due to lack of business prioritization or lack of cost benefit. X Communicate Problem status to Client at the frequencies and to the individuals and offices in accordance with Contractor’s procedures. X Escalate Problem investigation in accordance with Contractor’s procedures. X Update Problem Tickets in the Ticket Management System to reflect current status. X INC-PRB-016 The following Problem Management metrics shall be tracked and reported by the Contractor: - Total Problems by Severity (trend) - Number of Problems with state of workaround (trend) - Problem Reopen Rate - Correct Problem Cat...
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Problem Management Services 
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Related to Problem Management Services

  • Project Management Services Contractor shall provide business analysis and project management services necessary to ensure technical projects successfully meet the objectives for which they were undertaken. Following are characteristics of this Service:

  • Construction Management Services a. A-E may be required to review and recommend approval of submittals, shop drawings, Request for Information (RFI) and/or calculations for temporary structures such as trench shoring, false work and other temporary structural forms. b. A-E may be required to review and advise the County Representative on the overall project schedule, including staging and completion dates, duration, milestones, and interfaces. Immediately notify Representative if the proposed work schedule does not conform to the contract documents, including the plans, specifications, and permits or that may require special inspection or testing, or work stoppage. c. Review on a monthly basis the project schedule and/or Critical Path Method (CPM) schedule submitted by the Construction Contractor. Make recommendations concerning the Construction Contractor’s adherence thereto. Recommend possible solutions to scheduling problems so as to complete the project on time, within budget, and in accordance with the contract drawings and specifications. d. Review scope of work and identify potential contract change orders. Prepare independent cost estimates for any changes resulting from design revisions or change in field conditions. Prepare and recommend for approval all contract change orders. e. Evaluate the merit of any potential claims or requests for equitable adjustment submitted by the Construction Contractor. Prepare analysis of potential claims include recommendations regarding settlement of the claims. f. Assist County staff in project related issues with other Agencies, or departments, engineering and material testing support firms, CEQA consultants, utilities agencies, etc. g. Assist in community outreach meetings and media relations h. Review for acceptance/approval of Storm Water Pollution Prevention Plan (SWPPP) in accordance with the general Permit of Discharges of Storm Water Associated with Construction Activity (Construction General Permit, including dewatering/diversion plans per the State’s DeMinimus Permit).

  • Asset Management Services (i) Real Estate and Related Services: (a) Investigate, select and, on behalf of the Company, engage and conduct business with (including enter contracts with) such Persons as the Advisor deems necessary to the proper performance of its obligations as set forth in this Agreement, including but not limited to consultants, accountants, lenders, technical advisors, attorneys, brokers, underwriters, corporate fiduciaries, escrow agents, depositaries, custodians, agents for collection, insurers, insurance agents, developers, construction companies, Property Managers and any and all Persons acting in any other capacity deemed by the Advisor necessary or desirable for the performance of any of the foregoing services; (b) Negotiate and service the Company’s debt facilities and other financings; (c) Monitor applicable markets and obtain reports (which may be prepared by the Advisor or its Affiliates) where appropriate, concerning the value of investments of the Company; (d) Monitor and evaluate the performance of each asset of the Company and the Company’s overall portfolio of assets, provide daily management services to the Company and perform and supervise the various management and operational functions related to the Company’s investments; (e) Formulate and oversee the implementation of strategies for the administration, promotion, management, operation, maintenance, improvement, financing and refinancing, marketing, leasing and disposition of Properties, Loans and other Permitted Investments on an overall portfolio basis; (f) Consult with the Company’s officers and the Board and assist the Board in the formulation and implementation of the Company’s financial policies, and, as necessary, furnish the Board with advice and recommendations with respect to the making of investments consistent with the investment objectives and policies of the Company and in connection with any borrowings proposed to be undertaken by the Company; (g) Oversee the performance by the Property Managers of their duties, including collection and proper deposits of rental payments and payment of Property expenses and maintenance; (h) Conduct periodic on-site property visits to some or all (as the Advisor deems reasonably necessary) of the Properties to inspect the physical condition of the Properties and to evaluate the performance of the Property Managers; (i) Review, analyze and comment upon the operating budgets, capital budgets and leasing plans prepared and submitted by each Property Manager and aggregate these property budgets into the Company’s overall budget; (j) Coordinate and manage relationships between the Company and any co-venturers or partners; and (k) Consult with the Company’s officers and the Board and provide assistance with the evaluation and approval of potential asset dispositions, sales and refinancings. (ii) Accounting and Other Administrative Services: (a) Provide the day-to-day management of the Company and perform and supervise the various administrative functions reasonably necessary for the management of the Company; (b) From time to time, or at any time reasonably requested by the Board, make reports to the Board on the Advisor’s performance of services to the Company under this Agreement; (c) Make reports to the Conflicts Committee each quarter of the investments that have been made by other programs sponsored by the Advisor or any of its Affiliates, including KBS Realty Advisors LLC, as well as any investments that have been made by the Advisor or any of its Affiliates directly; (d) Provide or arrange for any administrative services and items, legal and other services, office space, office furnishings, personnel and other overhead items necessary and incidental to the Company’s business and operations; (e) Provide financial and operational planning services; (f) Maintain accounting and other record-keeping functions at the Company and investment levels, including information concerning the activities of the Company as shall be required to prepare and to file all periodic financial reports, tax returns and any other information required to be filed with the SEC, the Internal Revenue Service and any other regulatory agency; (g) Maintain and preserve all appropriate books and records of the Company; (h) Provide tax and compliance services and coordinate with appropriate third parties, including the Company’s independent auditors and other consultants, on related tax matters; (i) Provide the Company with all necessary cash management services; (j) Manage and coordinate with the transfer agent the dividend process and payments to Stockholders; (k) Consult with the Company’s officers and the Board and assist the Board in evaluating and obtaining adequate insurance coverage based upon risk management determinations; (l) Provide the Company’s officers and the Board with timely updates related to the overall regulatory environment affecting the Company, as well as managing compliance with such matters, including but not limited to compliance with the ▇▇▇▇▇▇▇▇-▇▇▇▇▇ Act of 2002; (m) Consult with the Company’s officers and the Board relating to the corporate governance structure and appropriate policies and procedures related thereto; (n) Perform all reporting, record keeping, internal controls and similar matters in a manner to allow the Company to comply with applicable law, including federal and state securities laws and the ▇▇▇▇▇▇▇▇-▇▇▇▇▇ Act of 2002; (o) Notify the Board of all proposed material transactions before they are completed; and (p) Do all things necessary to assure its ability to render the services described in this Agreement.

  • Investment Management Services (a) The Manager shall manage the Fund’s assets subject to and in accordance with the investment objectives and policies of the Fund and any directions which the Trust’s Board of Trustees may issue from time to time. In pursuance of the foregoing, the Manager shall make all determinations with respect to the investment of the Fund’s assets and the purchase and sale of its investment securities, and shall take such steps as may be necessary to implement the same. Such determinations and services shall include determining the manner in which any voting rights, rights to consent to corporate action and any other rights pertaining to the Fund’s investment securities shall be exercised. The Manager shall render or cause to be rendered regular reports to the Trust, at regular meetings of its Board of Trustees and at such other times as may be reasonably requested by the Trust’s Board of Trustees, of (i) the decisions made with respect to the investment of the Fund’s assets and the purchase and sale of its investment securities, (ii) the reasons for such decisions and (iii) the extent to which those decisions have been implemented. (b) The Manager, subject to and in accordance with any directions which the Trust’s Board of Trustees may issue from time to time, shall place, in the name of the Fund, orders for the execution of the Fund’s securities transactions. When placing such orders, the Manager shall seek to obtain the best net price and execution for the Fund, but this requirement shall not be deemed to obligate the Manager to place any order solely on the basis of obtaining the lowest commission rate if the other standards set forth in this section have been satisfied. The parties recognize that there are likely to be many cases in which different brokers are equally able to provide such best price and execution and that, in selecting among such brokers with respect to particular trades, it is desirable to choose those brokers who furnish research, statistical, quotations and other information to the Fund and the Manager in accordance with the standards set forth below. Moreover, to the extent that it continues to be lawful to do so and so long as the Board of Trustees determines that the Fund will benefit, directly or indirectly, by doing so, the Manager may place orders with a broker who charges a commission for that transaction which is in excess of the amount of commission that another broker would have charged for effecting that transaction, provided that the excess commission is reasonable in relation to the value of “brokerage and research services” (as defined in Section 28(e)(3) of the Securities Exchange Act of 1934) provided by that broker. Accordingly, the Trust and the Manager agree that the Manager shall select brokers for the execution of the Fund’s transactions from among: (i) Those brokers and dealers who provide quotations and other services to the Fund, specifically including the quotations necessary to determine the Fund’s net assets, in such amount of total brokerage as may reasonably be required in light of such services; and (ii) Those brokers and dealers who supply research, statistical and other data to the Manager or its affiliates which the Manager or its affiliates may lawfully and appropriately use in their investment management capacities, which relate directly to securities, actual or potential, of the Fund, or which place the Manager in a better position to make decisions in connection with the management of the Fund’s assets and securities, whether or not such data may also be useful to the Manager and its affiliates in managing other portfolios or advising other clients, in such amount of total brokerage as may reasonably be required. (c) The Manager shall render regular reports to the Trust, not more frequently than quarterly, of how much total brokerage business has been placed by the Manager, on behalf of the Fund, with brokers falling into each of the categories referred to above and the manner in which the allocation has been accomplished. (d) The Manager agrees that no investment decision will be made or influenced by a desire to provide brokerage for allocation in accordance with the foregoing, and that the right to make such allocation of brokerage shall not interfere with the Manager’s paramount duty to obtain the best net price and execution for the Fund. (e) Decisions on proxy voting shall be made by the Manager unless the Board of Trustees determines otherwise. Pursuant to its authority, the Manager shall have the power to vote, either in person or by proxy, all securities in which the Fund may be invested from time to time, and shall not be required to seek or take instructions from the Fund with respect thereto. The Manager shall not be expected or required to take any action other than the rendering of investment-related advice with respect to lawsuits involving securities presently or formerly held in the Fund, or the issuers thereof, including actions involving bankruptcy. In the case of class action suits involving issuers held in the Fund, the Manager may include information about the Fund for purposes of participating in any settlements.

  • Student Services a. High school students in dual credit courses will be given access to the College library, accorded appropriate privileges, and have adequate library resources convenient for use at the site where the course is offered. b. High school students in dual credit courses will be provided the academic support services, including academic advising and counseling, as those on the college campus. c. Prior to the start of each academic year, the High School and College shall collaborate on the development and communication of procedures for the provision of accommodations for students with disabilities enrolled in Dual Credit courses (“Established Procedures”). High School and College shall provide disability services in accordance with Established Procedures and applicable law. d. If a student is enrolled simultaneously in College and in high school in a dual credit program, the two schools may share information regarding the student, in accordance with FERPA. e. All other services provided to regular Dallas College students will also be provided to high school students enrolled in dual credit courses in accordance with applicable law and Dallas College policies.