Common use of Incident Reporting Process Clause in Contracts

Incident Reporting Process. 3.5.1 Communicating Incidents DECE Licensee(s) will communicate incidents to Coordinator in the following manner: DECE Licensee(s) will open trouble tickets with Customer Support. Trouble tickets can be reported via phone, e-mail, or web ticketing system at any time. Such a report shall initiate or open a trouble ticket. DECE Licensee(s) will set the initial classification of the Severity Level of the trouble ticket based upon the criteria outlined above. Coordinator has the right to change the initial classification set by the impacted DECE Licensee(s) if the classification does not meet the criteria in Table 2. If Coordinator changes any initial classification a notification will promptly be sent to DECE Licensee with the reason for such change. If DECE Licensee(s) fail to set the initial classification of the Severity Level, then Coordinator will assign a Severity Level, based on the criteria in Table 2 and will notify DECE Licensee(s) of the Severity Level assigned. As to any incident not described in Table 2, the Parties will attempt in good faith to agree upon the final determination as to the classification of such incident and, in the event they are not able to agree, DECE Licensee(s) will determine such classification. Coordinator will generate a single response for each trouble ticket that is received from DECE Licensee(s) to acknowledge receipt of the incident notice – within 15 minutes.

Incident Reporting Process. 3.5.1 Communicating Incidents DECE Licensee(s) will communicate incidents to Coordinator in the following manner: • DECE Licensee(s) will open trouble tickets with Customer Support. Trouble tickets can be reported via phone, e-mail, or web ticketing system at any time. Such a report shall initiate or open a trouble ticket. • DECE Licensee(s) will set the initial classification of the Severity Level of the trouble ticket based upon the criteria outlined above. Coordinator has the right to change the initial classification set by the impacted DECE Licensee(s) if the classification does not meet the criteria in Table 2. If Coordinator changes any initial classification a notification will promptly be sent to DECE Licensee with the reason for such change. If DECE Licensee(s) fail to set the initial classification of the Severity Level, then Coordinator will assign a Severity Level, based on the criteria in Table 2 and will notify DECE Licensee(s) of the Severity Level assigned. As to any incident not described in Table 2, the Parties will attempt in good faith to agree upon the final determination as to the classification of such incident and, in the event they are not able to agree, DECE Licensee(s) will determine such classification. Coordinator will generate a single response for each trouble ticket that is received from DECE Licensee(s) to acknowledge receipt of the incident notice – within 15 minutes.