Common use of Problem Management Clause in Contracts

Problem Management. The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. Planet Payment will advise resolution times in the SLA report. The figure reported will be the “Average Elapsed Time” spent on each Problem. Planet Payment will also provide an ageing analysis report of all Problems reported by Priority.