Common use of Technical Responsibilities Clause in Contracts

Technical Responsibilities. Understand and remain knowledgeable about problems that may arise during usage of the Secretariat Services to support all decisions. ! Understand and remain knowledgeable with respect to functionality of various Secretariat operations. ! Understand and remain knowledgeable about Customer setup’s and be capable of discerning whether an incident is internal to Customer operations before identifying the incident as a trouble ticket for AMS. ! Resolve incidents or problems with the Secretariat Services that are within the Customer Span of Control. Incident Handling by AMS Customer Support will coordinate incident isolation, provide community notification and testing & repair work within AMS and all third party systems that are within the AMS Span of Control. During the incident isolation and troubleshooting process, Customer Support will communicate incident resolution progress to the IETF Community based upon the times specified on Table 2 below, and resolve the incidents in accordance with the timeframes specified in Table 2. Severity 1 issues are considered to be Unscheduled Downtime unless otherwise agreed to in writing by Customer. Additionally, AMS will proactively inform the IETF Community when an issue or condition arises that necessitates the creation of trouble tickets. AMS will resolve incidents within the AMS Span of Control within the timeframes set forth below. AMS will resolve outages within the timeframes set forth in Table 2. AMS will provide a similar commitment as set out in Table 2 to Recipient’s Severity 1 Complete loss of service First update within 8 hours Customer Critical Business and work cannot reasonably continue. Real or perceived data loss or corruption. An essential part of the service is unusable. No workaround is available. AMS’s customer support will work continuously to resolve the problem. Customer acknowledges that it shall make available resources to AMS’s customer support to assist in the resolution of the problem. Fixes will be applied as emergency patches. The Severity Level may be downgraded if a viable workaround is established. receives a workaround or information that resolves the issue. or a patch is implemented, if issue is due to a software defect within 3 hours. AMS shall provide root cause analysis and resolution on all Customer- specific Severity 1 This incident level is attained when any of the following conditions are met within AMS’s Span of Control: A significant degradation of the service occurs A high impact issue with a Acknowledgement of issue within 2 business days with an estimated time to resolve. Customer receives a workaround or information that resolves the issue. or a patch is implemented, if issue is due workaround. A critical capability cannot be accessed by a method that is part of the product design, but it can be accessed by one or more alternate methods. Essential functionality of the Secretariat Services operates in a way that is materially different from those described in this The Severity Level may be downgraded if a viable workaround is established and fixes included in the next maintenance release. to a software defect within 2 business days AMS shall provide root cause analysis and resolution on mutually agreed upon Severity 2 issues, ! A complete outage of the following: ! Any of the AMS support tools is unavailable. These tools include monitoring, and reporting tools or trouble ticketing system. This incident level is attained when any of the following conditions are met: The Platform is usable but is not functioning in accordance with the requirements set forth in this Agreement and the error condition has no substantial impact. The Severity 3 trouble has a minor impact on Services or resource where it may cause some impact but the trouble can be AMS will open trouble tickets and report upon Acknowledgem ent of issue within 2 business days with an estimated time to resolve. Fix or workaround in fourteen business days.

Technical Responsibilities. Understand and remain knowledgeable about problems that may arise during usage of the Secretariat Services to support all decisions. ! • Understand and remain knowledgeable with respect to functionality of various Secretariat operations. ! • Understand and remain knowledgeable about Customer setup’s and be capable of discerning whether an incident is internal to Customer operations before identifying the incident as a trouble ticket for AMS. ! • Resolve incidents or problems with the Secretariat Services that are within the Customer Span of Control. Incident Handling by AMS Customer Support will coordinate incident isolation, provide community notification and testing & repair work within AMS and all third party systems that are within the AMS Span of Control. During the incident isolation and troubleshooting process, Customer Support will communicate incident resolution progress to the IETF Community based upon the times specified on Table 2 below, and resolve the incidents in accordance with the timeframes specified in Table 2. Severity 1 issues are considered to be Unscheduled Downtime unless otherwise agreed to in writing by Customer. Additionally, AMS will proactively inform the IETF Community when an issue or condition arises that necessitates the creation of trouble tickets. AMS will resolve incidents within the AMS Span of Control within the timeframes set forth below. AMS will resolve outages within the timeframes set forth in Table 2. AMS will provide a similar commitment as set out in Table 2 to Recipient’s Severity 1 Critical Business Impact Complete loss of service First update within 8 hours Customer Critical Business and work cannot reasonably continue. Real or perceived data loss or corruption. An essential part of the service is unusable. No workaround is available. (Removed for Business Confidential reasons) First update within 8 hours of acknowledgement. Subsequent updates every 8 hours after first update. AMS’s customer support will work continuously to resolve the problem. Customer acknowledges that it shall make available resources to AMS’s customer support to assist in the resolution of the problem. Fixes will be applied as emergency patches. The Severity Level may be downgraded if a viable workaround is established. Customer receives a workaround or information that resolves the issue. or a patch is implemented, if issue is due to a software defect within 3 hours. The Severity Level may be downgraded if a viable workaround is established. AMS shall provide root cause analysis and resolution on all Customer- specific Severity 1 issues. Severity 2 This incident level is attained when any of the following conditions are met within AMS’s Span of (Removed for Business Confidential reasons) Acknowledgement of issue within 2 business days with Customer receives a workaround or Control: A significant degradation of the service occurs A high impact issue with a Acknowledgement of issue within 2 business days with an estimated time to resolve. Customer receives a workaround or information that resolves the issue. or a patch is implemented, if issue is due workaround. A critical capability cannot be accessed by a method that is part of the product design, but it can be accessed by one or more alternate methods. Essential functionality of the Secretariat Services operates in a way that is materially different from those described in this an estimated time to resolve. The Severity Level may be downgraded if a viable workaround is established and fixes included in the next maintenance release. information that resolves the issue. or a patch is implemented, if issue is due to a software defect within 2 business days Essential functionality of the Secretariat Services operates in a way that is materially different from those described in this Addendum. AMS shall provide root cause analysis and resolution on mutually agreed upon Severity 2 issues, ! • A complete outage of the following: ! • Any of the AMS support tools is unavailable. These tools include monitoring, and reporting tools or trouble ticketing system. Severity 3 This incident level is attained when any of the following conditions are met: The Platform is usable but is not functioning in accordance with the requirements set forth in this Agreement and the error condition has no substantial impact. The Severity 3 trouble has a minor impact on Services or resource where it may cause some impact but the trouble can be circumvented. (Removed for Business Confidential reasons) AMS will open trouble tickets and report upon Acknowledgem ent closure. Monthly reports will reflect all remaining open trouble tickets. Acknowledge ment of issue within 2 business days with an estimated time to resolve. Fix or workaround in fourteen business days.. (Business Confidential terms removed here include: email addresses and phone numbers)