Common use of Incident Response Clause in Contracts

Incident Response. The Service Provider must respond to critical problems by ensuring that appropriate managerial personnel are made aware of the problem and that they actively track and expedite a resolution. The Service Provider must assign support or development personnel at the appropriate level to the problem, and those personnel must prepare a work plan for the problem’s expeditious resolution. The work plan must assume that the Service Provider’s appropriate staff will work without material interruption until the problem is resolved properly. At the request of an affected Subscribing Entity, the Service Provider’s personnel must maintain daily contact with the Subscribing Entity’s technical staff to keep the Subscribing Entity abreast of efforts being made to solve the problem. The Service Provider also must provide the Subscribing Entity’s technical staff with direct access to the Service Provider’s support personnel and product development personnel, if appropriate, who are assigned to the problem. The Service Provider must respond to urgent problems by having its product development and support personnel work in concert to develop a fix or a workaround. If requested, the Service Provider’s support personnel must maintain regular contact with the affected Subscribing Entities to keep their technical staff abreast of progress toward a resolution of the problem. The Service Provider’s support staff must include the problem in regular status reports to the Service Provider’s management team. And the Service Provider’s support staff must provide the fix or workaround procedure as soon as it is available. The Service Provider must respond to routine problems by providing the affected Subscribing Entities with a fix or workaround on a priority basis if the problem is one for which an existing patch or workaround already exists. For newly identified problems falling into this classification, the Service Provider’s support personnel must generate a problem report, and the appropriate development or support personnel then must prioritize the problem in relation to other outstanding product issues. The assigned priority then will govern the problem solving or developmental work needed to address the problem and the schedule for delivering a solution. For routine calls that involve end usage and configuration issues rather than bugs or other technical problems, the Service Provider’s first or second level support personnel must provide the Subscribing Entity’s technical staff with telephonic assistance on a non-priority basis.

Incident Response. The Service Provider Contractor must respond to critical problems by ensuring that appropriate managerial personnel are made aware of the problem and that they actively track and expedite a resolution. The Service Provider Contractor must assign support Support or development personnel at the appropriate level to the problem, and those personnel must prepare a work plan for the problem’s expeditious resolution. The work plan must assume that the Service ProviderContractor’s appropriate staff will work without material interruption until the problem is resolved properly. At the request of an affected Subscribing Entity, the Service ProviderThe Contractor’s personnel must maintain daily contact with the Subscribing EntityState’s technical staff to keep the Subscribing Entity State abreast of efforts being made to solve the problem. The Service Provider Contractor also must provide the Subscribing EntityState’s technical staff with direct access to the Service ProviderContractor’s support Support personnel and product development personnel, if appropriate, who are assigned to the problem. If the resolution of the problem requires a patch, the Contractor will ship the patch electronically as soon as the patch is available. The Service Provider Contractor must respond to urgent problems by having its product development and support Support personnel work in concert to develop a fix or a workaround. If requested, the Service ProviderThe Contractor’s support Support personnel must maintain regular contact with the affected Subscribing Entities State to keep their its technical staff abreast of progress toward a resolution of the problem. The Service ProviderContractor’s support Support staff must include the problem in regular status reports to the Service ProviderContractor’s management team. And the Service ProviderContractor’s support Support staff must provide the fix Software patch or workaround procedure as soon as it is available. The Service Provider Contractor must respond to routine problems by providing the affected Subscribing Entities State with a fix patch or workaround on a priority basis if the problem is one for which an existing patch or workaround already exists. For newly identified problems falling into this classification, the Service ProviderContractor’s support Support personnel must generate a problem report, and the appropriate development or support Support personnel then must prioritize the problem in relation to other outstanding product issues. The assigned priority then will govern the problem solving or developmental work needed to address the problem and the schedule for delivering a solution. For routine calls that involve end usage and configuration issues rather than bugs or other technical problems, the Service ProviderContractor’s first or second level support Support personnel must provide the Subscribing EntityState’s technical staff with telephonic assistance on a non-priority basis.

Incident Response. The Service Provider Contractor must respond to critical problems by ensuring that appropriate managerial personnel are made aware of the problem and that they actively track and expedite a resolution. The Service Provider Contractor must assign support Support or development personnel at the appropriate level to the problem, and those personnel must prepare a work plan for the problem’s expeditious resolution. The work plan must assume that the Service ProviderContractor’s appropriate staff will work without material interruption until the problem is resolved properly. At the request of an affected Subscribing Entity, the Service ProviderThe Contractor’s personnel must maintain daily contact with the Subscribing EntityState’s technical staff to keep the Subscribing Entity State abreast of efforts being made to solve the problem. The Service Provider Contractor also must provide the Subscribing EntityState’s technical staff with direct access to the Service ProviderContractor’s support Support personnel and product development personnel, if appropriate, who are assigned to the problem. If the resolution of the problem requires a patch, the Contractor will ship the patch electronically as soon as the patch is available. The Service Provider Contractor must respond to urgent problems by having its product development and support Support personnel work in concert to develop a fix or a workaround. If requested, the Service ProviderThe Contractor’s support Support personnel must maintain regular contact with the affected Subscribing Entities State to keep their its technical staff abreast of progress toward a resolution of the problem. The Service ProviderContractor’s support Support staff must include the problem in regular status reports to the Service ProviderContractor’s management team. And the Service ProviderContractor’s support Support staff must provide the fix Software patch or workaround procedure as soon as it is available. The Service Provider Contractor must respond to routine problems by providing the affected Subscribing Entities State with a fix patch or workaround on a priority basis if the problem is one for which an existing patch or workaround already exists. For newly identified problems falling into this classification, the Service ProviderContractor’s support Support personnel must generate a problem report, and the appropriate development or support Support personnel then must prioritize the problem in relation to other outstanding product issues. The assigned priority then will govern the problem solving or developmental work needed to address the problem and the schedule for delivering a solution. For routine calls that involve end usage and configuration issues rather than bugs or other technical problems, the Service ProviderContractor’s first or second level support Support personnel must provide the Subscribing EntityState’s technical staff with telephonic assistance on a non-priority basis.