Common use of Incident Reports Clause in Contracts

Incident Reports. If the AIC experiences a system outage interrupting service due to any cause (e.g. Internet failure or power outage), it must notify HHSC/TIRN within thirty (30) minutes and provide at least twice daily updates and at a change of circumstance to HHSC/TIRN until the identified incident is resolved. If system outage last two (2) hours or more, the AIC must submit an incident report in the prescribed format below and include the following information: A. Details of the outage/incident; B. When and how the outage/incident was discovered; C. Impacts to operations, systems, and/or staff; D. Root cause of the outage/incident, including verifying documentation from the provider responsible for the outage; and E. Detailed corrective measures taken by the AIC to mitigate the problem and long-term corrective actions to detect and prevent future incidents, including identification of alternative providers of the failed service, if feasible and/or available.