All Incidents Sample Clauses

All Incidents. Service Provider’s responsibilities include: 1. Receive and record all Incidents (including submissions received by telephone, electronically, or other means approved by DIR) in an Incident Record or Service Request Record as appropriate, including classification and initial support. 2. Enable Incident detection by DCS Service Providers (including links to event monitoring tools), reporting, recording, classification and initial support. 3. Provide Incident investigation, diagnosis, impact analysis, and reclassification as required. 4. Utilize and update the Incident Management System with all relevant information relating to an Incident within the designated time and in a complete manner. 5. Make an initial determination of the potential Resolution and document in the Incident Management System. 6. Resolve Incidents requiring Level 1 Support and close after receiving confirmation to close from the affected Authorized User, or Service Provider support personnel for Incidents reported via an event detection tool. 7. Ensure resolution of Incidents arising from or related to the Services, including break/fix Hardware and Software support. 8. Act proactively, and coordinate with all other third parties to Resolve Incidents and action Service Requests in a way that ensures effective coordination and avoids conflict of resource allocations, control objectives, etc. 9. Transfer Incidents within specified time limits to the appropriate party without compromising Service Levels or security requirements. 10. Ensure that proper escalation and prioritization policies and procedures are properly managed to ensure that incident response and resolution is handled within the intents and guidelines of the prioritization model agreed to. 11. Provide or coordinate the final Resolution including Service Request Management. 12. Ensure proper testing of incident resolution responses to ensure effective resolution and closure of the incident while avoiding / minimizing (unintended) impact to the customer / user. 13. Escalate issues to the appropriate levels/functions for Resolution in accordance with escalation procedures approved by DIR. 14. Escalate an Incident where the Incident cannot be Resolved within the relevant Service Levels or agreed timeframe. 15. Ensure consistent ownership of the Incident from recording to Resolution. 16. Record all information on the details of the Incident and the corrective action for later statistical analysis. 17. Create an audit trail of all ...