Confirmation; Tracking Sample Clauses
Confirmation; Tracking. Contractor will confirm receipt of a problem report or other inquiry, and will cause all Error-related Support Services calls and Consulting and Assistance Services requests to be tracked through the use of an incident tracking system. Incidents will be reported and logged into such system either via Internet e-mail or by accessing a web site maintained by Contractor for such purpose or by telephone, if such other notification methods are not available to WMATA at the time of the incident. Upon receipt of notification of an Error incident or Consulting and Assistance Services request so reported, Contractor will issue an Incident Tracking Number ("ITN") to WMATA via email. The ITN will remain open until the issue has been satisfactorily resolved in accordance problem tracking and response procedure set forth in the Contract Subsection entitled "Error Corrections for Licensed Software," below.
Confirmation; Tracking. The SI shall confirm receipt of an Error Report, and shall cause all Error Reports and technical support calls to be tracked through the use of an incident tracking system (the "Incident Tracking System"). The SI shall cause Error Reports to be reported and logged into such System either: (i) via email; (ii) accessing a web page maintained by the SI for such purpose; or (iii) by telephone, all as provided in Section 19.4 (Technical Support). Upon receipt of an Error Report, the SI shall issue an Incident Tracking Number (each, an "ITN") to the MTA via email. Each ITN shall remain open until the Error Report has been satisfactorily resolved in accordance with Section 19.11 (Closure of Issues). On receipt of an Error Report, the SI shall: (a) evaluate the inquiry; (b) provide advice to resolve the problem described in the inquiry; and (c) call in appropriate staff as necessary to respond to the situation in accordance with Section 19.6.5 (Error Response and Resolution Times).