Common use of Confirmation; Tracking Clause in Contracts

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.