Common use of Incident Resolution Clause in Contracts

Incident Resolution. Incidents can be closed when the agreed service has been restored. In some cases, the cause of Incidents may be apparent and that cause can be addressed without the need for further investigation, resulting in a repair or a work-around to remove the error. In some cases the Incident can be dealt with quickly e.g. by rebooting a system or resetting a communications line, without directly addressing the underlying cause of the Incident. Response and resolution in this case therefore includes relief from the problem, which includes a work-around in order to enable the particular system to continue to operate. Where the underlying cause of the Incidents is not identifiable and investigation is warranted, Planet Payment will raise a Problem record. A Problem is in effect, indicative of an unknown error within Planet Payment infrastructure. Resolution times will be included in the SLA monthly and quarterly report. The resolution times set forth in Appendix 2 shall be satisfied by application of appropriate relief which allows the affected system to continue to operate without significant loss of functionality. The figure reported will be the “Average Elapsed Time” to achieve Incident resolution or circumvention, broken down by priority. An ageing analysis of all Incidents will also be reported by Priority.