Major Problem Sample Clauses
The "Major Problem" clause defines what constitutes a significant issue or defect within the context of a contract or agreement. Typically, this clause outlines specific criteria or thresholds that must be met for a problem to be considered "major," such as a defect that prevents the product or service from functioning as intended or causes substantial disruption. For example, in a software contract, a major problem might be a bug that causes system crashes or data loss. The core function of this clause is to clearly distinguish between minor and major issues, ensuring that both parties understand when heightened remedies or responses, such as repair, replacement, or even contract termination, may be triggered.
Major Problem. Service Provider’s responsibilities include:
1. Effectively execute Major Problem Reviews associated with all Major Incidents that arise or may arise out of the Services, in compliance with the processes defined in the Service Management Manual.
1.1. The assignment of a Problem Manager to facilitate the Major Problem Review.
1.2. An analysis of lessons learned from the Major Incident (e.g. things done well, things needing improvement, etc.).
1.3. A description of the associated Incident, including description of the failure, business impact, duration, affected systems, affected services, affected customers, work executed to Resolve the Incident, etc.
1.4. A detailed Root Cause Analysis of the Incident.
1.5. Identification of any Problem / Known Error records and/to workarounds associated with or created.
1.6. Communication of findings and outcomes to all relevant stakeholders.
1.7. The identification, documentation and submission of identified improvements.
1.8. Preventive action items tracked to completion, including regular communication with relevant stakeholders during the process.
1.9. Notice to all relevant stakeholders when preventative action items have been completed or missed.
Major Problem. An issue with a Service which has widespread impact to end users but which (a) does not make the Service unusable for a large percentage of queries or operations, and (b) is an SLA violation which causes [***] of Zillow’s queries to exceed the Critical Threshold within [***]. This is otherwise known as “Major”. Major Problems are given a default Priority of “P2”. Once a Major Problem has been outstanding for more than [***], either party may, using reasonable judgment, escalate the priority to “P1” or downgrade to a lower priority issue.
Major Problem. If a Problem is a Major Problem, HNS will attempt to restore full System functionality via a software patch, by changing a database, by suggesting that Equipment components be replaced, or by some other method. HNS personnel, with TELIGENT permission, may attempt to dial in to the System to identify the cause of the Major Problem. Should a software patch, if required and requested, not be provided within [redacted] of Response and HNS cannot simulate or recreate or otherwise identify the cause of the Problem at HNS' facility, HNS will dispatch, at TELIGENT's request, a qualified maintenance engineer to travel to TELIGENT's site. The designated HNS maintenance engineer shall remain on-site and dedicated to TELIGENT until such time as the Major Problem is either resolved or downgraded to a Minor Problem. HNS' TAC will continue telephone assistance, as required, during the duration of Problem resolution. If the Major Problem resolution shows that the Problem which resulted in on-site support was not caused by Equipment or Software provided by HNS, or if HNS demonstrates that TELIGENT has not maintained the Equipment in accordance with the Documentation, or TELIGENT has not reasonably followed the System Support Services administrative and technical procedures provided by HNS, then TELIGENT will pay HNS for the site visit in accordance with HNS standard rates and any related out of pocket expenses.