Issue Management. 6. Use of personal information
Issue Management. 8.1. Any issues must be reported to the designated contacts (or successors to the role) listed in Annex B.
Issue Management. 11.1. Any issues in relation to this ISA must be reported to the designated contacts (or successors to the role) listed in Annex B.
Issue Management. Governance committees address two types of decisions:
Issue Management. 9.01 The City will notify the Licensee of any matters relating to the use of the MROW or the use or operation of the Vehicles or any other nuisance that must be addressed by the Licensee. Without limiting the generality of the foregoing, the following are nuisances for the purposes of this Agreement:
Issue Management. 7.1. The Parties will make every reasonable effort to agree on the interpretation and application of this MOU.
Issue Management. Response time SLA New client tickets will be responded to within an agreed timeframe, aligned with priority based on business impact. Platform technical support Re-active technical support for in-scope IBM solutions. PSC Support Services will assist the client with diagnosing issues and working toward resolution or workaround. Root cause analysis Every attempt will be made to identify and address the underlying causes of symptoms that present themselves. Wherever possible, the aim is to implement changes that prevent or mitigate the risk of the issue recurring. Manage IBM Case process PSC may raise and progress IBM WCA Cases direct with IBM SaaS Support on the client’s behalf. In this case, PSC Support is considered Level 1 and IBM as Level 2. Note that cases raised on behalf of clients by PSC with IBM, are dealt with directly by IBM’s Level 2 support team. Escalation through IBM channels Due to our longstanding relationship with and accreditation by IBM, PSC’s Support team benefit from regular meetings with IBM’s Senior Manager, Client Support, IBM Xxxxxx Campaign Automation (WCA). This forum is to enable appropriate escalation and expediting of client issues, enhancement and exception requests. In addition, PSC maintain strong relationships with IBM Offering Management, participating in sponsor user programmes, proof-of-concept exercises and roadmap discussions. Platform user questions Re-active support for end-user questions relating to business- as-usual usage of the in-scope IBM SaaS offerings. Questions may be related to unexpected solution behaviour, unfamiliar functionality or guidance on best-practice. Supported hours New tickets raised within the supported hours will be responded to within the response time SLA. New tickets raised or updates to existing tickets, outside of supported hours, will not progressed until the supported hours on the next (supported) day. Supported days New tickets raised on supported days will be responded to within the response time SLA. New tickets raised or updates to existing tickets, outside of supported days, will not progressed until the next supported day. Support channels Web portal Named and authorised client contacts may raise new, update existing and access historical tickets, for their client organisation only, via a cloud-based customer service platform. Although the web portal is available 24x7, tickets will only be progressed during supported hours. Email Named and authorised client contacts may raise new...
Issue Management. Response time SLA Application technical support Root cause analysis Manage IBM PMR process Escalation through IBM channels Application user questions Supported hours 09:00-17:00 (GMT) 07:00-19:00 (GMT) 07:00-19:00 (GMT) Supported days Monday to Friday Monday to Sunday Monday to Sunday Support channels Web portal Email Telephone Review and reporting Onboarding review Monthly status reporting Quarterly service review Annual application audit Pro-activity Application monitoring Best-practice tips & techniques IBM issue/patch notifications Application housekeeping Software patching Other Transition of new application Consulting days included 0 12 24 Included in tier Excluded from tier
Issue Management. In order to attain desired quality and swiftness of issue management, there is a process defining how issues reported to Maingate Support are managed. The routine describes how the workflow throughout the support organisation should function and within which time span the activities are to be carried out. The flow can be summarized as follows: Issues can be reported to Maingate Support in different ways, for example by e-mail. All incoming issues are assigned an issue number. When the issue has been received, first line support starts attending to it. Maingate support keeps the customer informed about issues that can not be handled immediately by sending status reports at regular intervals. If the first line support is unable to solve the issue, it will be passed on to second line support. If the second line support is unable to solve the issue, it will be passed on to the third line support. One person in the first line support is responsible for the issue during the whole process. When the issue has been attended to, a person in the first line support will notify the customer generally by e-mail or telephone, or as agreed. When dealing with more complicated issues, Xxxxxxxx asks the customer to ensure that the action taken has produced the desired effect. This may occur if an issue concerns a complicated and not easily identifiable error that has been attended to by Maingate. Maingate will then await confirmation from the customer that the action taken has produced the desired effect before the issue is closed.
Issue Management. This issue management process shall be utilized when an issue cannot be resolved immediately by ADP, and resolution requires tracking or involvement of more stakeholders. Most issues that arise are time sensitive and Client shall be responsible for documenting and reviewing issues immediately with ADP when Client first becomes aware of any such issue. The following procedures shall be followed in the event an issue requiring the attention of ADP and Client arises.
