Common use of Priority Reporting Clause in Contracts

Priority Reporting. When reporting an Incident, the Ticketing System will automatically ask the user several questions in order to set the Priority automatically by pre-defined rules that will be mutually agreed by HP- OMS and Customer in accordance with Tables 1,2, and 3 in Exhibit C and Tables 1 and 11 in Exhibit C, Appendix A the user shall also report the Priority. The information system Priority setting can be changed by the Commercial Change Management Process. Notwithstanding the foregoing, in special cases, such as the occurrence of an Incident report prior to a user's business trip or an important meeting, the user shall be entitled to contact the MCC to change the Priority of an Incident and HP-OMS that will change the Priority of the such Incident and respond in accordance with the Service Levels. PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Service Levels and Service Level Credits