Mandatory Information for Incident Reporting. For each Cingular originated incident, Cingular will make every effort to provide as much information to Infospace that will facilitate timely problem determination and resolution. Upon notification of the incidents, the required information will be verified. When Infospace has received sufficient information, Infospace will begin resolving the incident and provide feedback to Cingular as described above in Section 5.1 Communicating Incidents. Cingular will use best efforts to provide Infospace the following information via email for all reported incidents as required: • Reference number assigned by Cingular. • Infospace Service being used. • System Identity number (usually phone number). • Time and date of the transaction in question. • Description of the incident. • Severity of the incident or problem. • List of specific steps to reproduce the problem if possible • List of those actions taken by Cingular to verify the problem and that Cingular has attempted to resolve the incident. • Other comments to provide additional information as needed. • All communications that include references to time should be expressed using a 24-hour clock format and should always utilize and reference PST as the standard time zone. *** This redacted material has been omitted pursuant to a request for confidential treatment, and the material has been filed separately with the Commission. EXHIBIT G – SERVICE LEVEL AGREEMENT
Mandatory Information for Incident Reporting. For each AT&T originated incident, AT&T will make every effort to provide as much information to Motricity that will facilitate timely problem determination and resolution. Upon notification of the incidents, the required information will be verified. When Motricity has received sufficient information, Motricity will begin resolving the incident and provide feedback to AT&T as described above in Section 5.1 Communicating Incidents. AT&T will use best efforts to provide Motricity the following information via email for all reported incidents as required: • Reference number assigned by AT&T. • Motricity Service being used. • System Identity number (usually phone number). • Time and date of the transaction in question. • Description of the incident. • Severity of the incident or problem. • List of specific steps to reproduce the problem if possible • List of those actions taken by AT&T to verify the problem and that AT&T has attempted to resolve the incident. • Other comments to provide additional information as needed. • All communications that include references to time should be expressed using a 24-hour clock format and should always utilize and reference PST as the standard time zone.
Mandatory Information for Incident Reporting. For each AT&T originated incident, AT&T will make every effort to provide as much information to Motricity that will facilitate timely problem determination and resolution. Upon notification of the incidents, the required information will be verified. When Motricity has received sufficient information, Motricity will begin resolving the incident and provide feedback to AT&T as described above in Section 5.1 Communicating Incidents. *** This redacted material has been omitted pursuant to a request for confidential treatment, and the material has been filed separately with the Commission. AT&T will use best efforts to provide Motricity the following information via email for all reported incidents as required: • Reference number assigned by AT&T. • Motricity Service being used. • System Identity number (usually phone number). • Time and date of the transaction in question. • Description of the incident. • Severity of the incident or problem. • List of specific steps to reproduce the problem if possible • List of those actions taken by AT&T to verify the problem and that AT&T has attempted to resolve the incident. • Other comments to provide additional information as needed. • All communications that include references to time should be expressed using a 24-hour clock format and should always utilize and reference PST as the standard time zone.
Mandatory Information for Incident Reporting. For each Incident, Company is required to provide Microsoft with information that will facilitate timely problem determination and resolution. Upon notification of the incident, the mandatory information will be verified. If any information is missing, the incident will be returned to Company requesting completion of the mandatory information. Microsoft will begin investigating the incident as soon as possible after receipt of the initial trouble ticket, however, until Microsoft has received all necessary information, Microsoft may be unable to begin resolving the incident and providing feedback to Company as described above in “Communicating Incidents.” Company should provide MSN Services Partner Support with the following information for all reported incidents:
Mandatory Information for Incident Reporting. For each Incident, Company is required to provide [*] with information that will facilitate timely problem determination and resolution. Upon notification of the incident, the mandatory information will be verified. If any information is missing, the incident will be returned to Company requesting completion of the mandatory information. [*] will begin investigating the incident as soon as possible after receipt of the initial trouble ticket, however, until [*] has received all necessary information, [*] may be unable to begin resolving the incident and providing feedback to Company as described above in “Communicating Incidents.” Company should provide [*] Services Partner Support with the following information for all reported incidents:
Mandatory Information for Incident Reporting. For each incident of a suspected Error, VAR will provide information that facilitates timely problem determination and resolution. Seven will verify information and if any information is missing the incident will be returned to VAR for completion. If all necessary information has been delivered, Seven will begin resolving the incident and provide feedback to VAR. At a minimum, VAR will provide the information listed below during the initial phone call and by subsequent email (in English) for all reported incidents. All Priority 1 and Priority 2 Errors must be reported first by telephone and confirming email. Email notification for all other Errors is sufficient. Required incident information: • Seven Software being used. • Subscriber/Enterprise identification (phone# and user id) • Time and Date of the transaction in question. • Description of the incident. • Severity of the incident or problem. • List of those actions taken by VAR to verify the incident. • List of those actions taken by VAR in attempts to resolve the incident.
