CFEngine Incident Response Clause Samples
The CFEngine Incident Response clause outlines the procedures and responsibilities for addressing security incidents or operational issues related to the use of CFEngine software. Typically, this clause specifies how incidents should be reported, the expected response times, and the roles of both the service provider and the client during an incident. For example, it may require immediate notification of critical vulnerabilities or set out steps for containment and resolution. Its core function is to ensure a clear, coordinated, and timely response to incidents, minimizing potential damage and ensuring accountability.
CFEngine Incident Response. For each Incident reported by Customer in accordance with these procedures, CFEngine shall:
a. Confirm receipt of the reported Incident within the acknowledgement time specified in the Support Matrix.
b. Set a Priority Level for the Incident in accordance with the terms below.
c. Begin responding to the Incident within the response time specified in the Support Matrix.
d. Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that Customer provide additional information, logs and re- execution of commands to help identify the root cause and dependencies of the reported issue.
e. Give Customer direction and assistance in resolving the Incident.
f. Keep a record of ongoing communications with Customer.
g. Use reasonable commercial efforts to resolve the Incident in accordance with the target resolution times set forth in the Support Matrix.