{"component": "clause", "props": {"groups": [{"size": 7, "snippet_links": [{"key": "service-desk", "type": "definition", "offset": [69, 81]}, {"key": "the-issue", "type": "clause", "offset": [96, 105]}, {"key": "incident-management-process", "type": "definition", "offset": [136, 163]}, {"key": "for-example", "type": "clause", "offset": [165, 176]}, {"key": "root-cause", "type": "clause", "offset": [187, 197]}, {"key": "problem-management-process", "type": "definition", "offset": [305, 331]}, {"key": "the-customer-will", "type": "clause", "offset": [349, 366]}, {"key": "record-number", "type": "definition", "offset": [398, 411]}, {"key": "the-original", "type": "definition", "offset": [416, 428]}], "samples": [{"hash": "4npqQdsMqbk", "uri": "/contracts/4npqQdsMqbk#problem-management", "label": "Terms and Conditions", "score": 34.5472335815, "published": true}, {"hash": "dbl11KOEVk5", "uri": "/contracts/dbl11KOEVk5#problem-management", "label": "Terms and Conditions", "score": 33.7205467224, "published": true}, {"hash": "5R0HHfkOEdz", "uri": "/contracts/5R0HHfkOEdz#problem-management", "label": "Terms and Conditions", "score": 31.2897644043, "published": true}], "snippet": "Where an incident has been logged, and it has been determined by the Service Desk Engineer that the issue cannot be resolved within the incident management process, for example where the root cause of the issue is a problem requiring deeper analysis, a workaround will be provided to the Customer and the Problem Management Process will be invoked. The Customer will be notified of the new problem record number via the original incident, and kept informed of the progress of the problem.", "hash": "c7d00cbe3d745c6ad54e4889e4aebcaf", "id": 1}, {"size": 4, "snippet_links": [{"key": "purpose-of-this", "type": "clause", "offset": [4, 19]}, {"key": "the-definition", "type": "definition", "offset": [86, 100]}, {"key": "problem-definition", "type": "definition", "offset": [134, 152]}, {"key": "severity-levels", "type": "definition", "offset": [175, 190]}, {"key": "the-data", "type": "clause", "offset": [217, 225]}, {"key": "the-global", "type": "definition", "offset": [236, 246]}, {"key": "data-pool", "type": "definition", "offset": [289, 298]}, {"key": "comply-with-the", "type": "clause", "offset": [314, 329]}, {"key": "communication-expectations", "type": "clause", "offset": [351, 377]}, {"key": "the-party", "type": "clause", "offset": [427, 436]}, {"key": "the-issue", "type": "clause", "offset": [466, 475]}, {"key": "responsible-to", "type": "clause", "offset": [479, 493]}, {"key": "action-required", "type": "definition", "offset": [507, 522]}, {"key": "agreed-to", "type": "definition", "offset": [541, 550]}, {"key": "getting-started", "type": "clause", "offset": [564, 579]}, {"key": "defined-in-section", "type": "clause", "offset": [581, 599]}, {"key": "table-one", "type": "definition", "offset": [662, 671]}, {"key": "time-to-resolution", "type": "definition", "offset": [704, 722]}, {"key": "level-1", "type": "definition", "offset": [735, 742]}, {"key": "service-interruption", "type": "definition", "offset": [759, 779]}, {"key": "core-functionality", "type": "definition", "offset": [832, 850]}, {"key": "not-accessible", "type": "definition", "offset": [851, 865]}, {"key": "no-work", "type": "clause", "offset": [872, 879]}, {"key": "related-to", "type": "definition", "offset": [924, 934]}, {"key": "data-integrity", "type": "definition", "offset": [935, 949]}, {"key": "security-violations", "type": "clause", "offset": [972, 991]}, {"key": "party-or-parties", "type": "definition", "offset": [1048, 1064]}, {"key": "other-party", "type": "clause", "offset": [1157, 1168]}], "samples": [{"hash": "8zJUg7A3tVw", "uri": "/contracts/8zJUg7A3tVw#problem-management", "label": "Global Registry Access and License Agreement", "score": 33.8355178833, "published": true}, {"hash": "2wgsHhByDHf", "uri": "/contracts/2wgsHhByDHf#problem-management", "label": "Global Registry Access and License Agreement", "score": 33.5472640991, "published": true}], "snippet": "The purpose of this section is to set the parameters for problem management including the definition and escalation of problems.\n4.1. Problem Definition and Escalation Common severity levels for the interoperation of the Data Pools and the Global Registry Support must be established. The Data Pool is required to comply with the escalation rules and communication expectations as set by the Global Registry (see Table below). The Party whose system is experiencing the issue is responsible to perform the \u201cAction Required\u201d unless otherwise agreed to as part of \u201d Getting Started\u201d defined in section 1.2 herein or during the fault. All notifications outlined in Table One must also include the estimated time to resolution. Table One: Level 1 Critical Faults:Service interruption for any single customer on customer facing systems. Core functionality not accessible, with no work-around. Critical Faults also include issues related to Data Integrity, Confidentiality, and Security Violations. Coverage: 24x7 A broadcast message will be sent by the Party or Parties which will be implementing the corrective measure (Data Pool or the Global Registry) to the other party within 30 minutes of the fault verification and every 30 minutes thereafter until resolution is reached.", "hash": "f45db15187e9e2af70b829fc46751930", "id": 4}, {"size": 3, "snippet_links": [{"key": "the-environment", "type": "clause", "offset": [75, 90]}], "samples": [{"hash": "6ezabEQdJlp", "uri": "/contracts/6ezabEQdJlp#problem-management", "label": "Contact Center Managed Service Agreement", "score": 20.9438743591, "published": true}, {"hash": "93MNwkdceV0", "uri": "/contracts/93MNwkdceV0#problem-management", "label": "Contact Center Managed Service Agreement", "score": 20.7932929993, "published": true}, {"hash": "3CH4RWQ6QW6", "uri": "/contracts/3CH4RWQ6QW6#problem-management", "label": "Contact Center Managed Service Agreement", "score": 20.6098556519, "published": true}], "snippet": "\u2587\u2587\u2587\u2587\u2587\u2587\u2587 manages the lifecycle of identified and classified problems within the environment.", "hash": "7647ec5421579e97f1567fe6ac4fd70a", "id": 6}, {"size": 2, "snippet_links": [{"key": "the-parties-agree-that", "type": "clause", "offset": [5, 27]}, {"key": "in-accordance-with", "type": "clause", "offset": [56, 74]}, {"key": "business-rules", "type": "definition", "offset": [79, 93]}, {"key": "each-party-must", "type": "clause", "offset": [100, 115]}, {"key": "cost-of", "type": "clause", "offset": [129, 136]}], "samples": [{"hash": "hEevgFIEbMX", "uri": "/contracts/hEevgFIEbMX#problem-management", "label": "Service Agreement", "score": 34.1125183105, "published": true}, {"hash": "jyD2ry4FC47", "uri": "/contracts/jyD2ry4FC47#problem-management", "label": "Premium Rate Number Service Agreement", "score": 21.6963062286, "published": true}], "snippet": "17.1 The parties agree that Problems will be dealt with in accordance with the Business Rules.\n17.2 Each party must bear its own cost of resolving a Problem.", "hash": "bcd90d7bd2b3848ce1ac35d6bcc49466", "id": 8}, {"size": 5, "snippet_links": [{"key": "specific-responsibilities", "type": "clause", "offset": [156, 181]}, {"key": "high-severity", "type": "definition", "offset": [291, 304]}, {"key": "in-accordance-with", "type": "clause", "offset": [318, 336]}, {"key": "maintenance-contract", "type": "definition", "offset": [346, 366]}, {"key": "critical-incident-reporting", "type": "clause", "offset": [466, 493]}], "samples": [{"hash": "dNldgKId1SC", "uri": "/contracts/dNldgKId1SC#problem-management", "label": "End User License Agreement", "score": 35.5968704224, "published": true}, {"hash": "fsNciQMSI99", "uri": "/contracts/fsNciQMSI99#problem-management", "label": "End User License Agreement", "score": 32.1465606689, "published": true}, {"hash": "k4EZZTSCjaV", "uri": "/contracts/k4EZZTSCjaV#problem-management", "label": "End User License Agreement", "score": 29.3161220551, "published": true}], "snippet": "i. The TAM confirms that the appropriate resource is assigned to each incident, drives escalation when necessary, and follows up to confirm resolution. The specific responsibilities include:\nii. Reviewing open incident inquires and facilitating resolution.\niii. Providing proper response to high severity incidents is in accordance with Licensee maintenance contract and facilitating a resolution.\niv. Acting as primary point-of-contact for all call escalations and critical incident reporting.", "hash": "6c70d7f203e8f2164cc72777252db343", "id": 2}, {"size": 3, "snippet_links": [{"key": "adverse-impact", "type": "definition", "offset": [50, 64]}, {"key": "the-business", "type": "clause", "offset": [94, 106]}, {"key": "caused-by", "type": "clause", "offset": [116, 125]}, {"key": "it-infrastructure", "type": "definition", "offset": [144, 161]}, {"key": "related-to", "type": "definition", "offset": [202, 212]}, {"key": "in-order-to", "type": "clause", "offset": [227, 238]}, {"key": "root-cause", "type": "clause", "offset": [297, 307]}, {"key": "the-situation", "type": "clause", "offset": [369, 382]}, {"key": "resolution-times", "type": "clause", "offset": [411, 427]}, {"key": "sla-report", "type": "definition", "offset": [435, 445]}, {"key": "elapsed-time", "type": "clause", "offset": [488, 500]}, {"key": "report-of", "type": "clause", "offset": [577, 586]}], "samples": [{"hash": "9T8XmEi2hcS", "uri": "/contracts/9T8XmEi2hcS#problem-management", "label": "Multi Currency Processing Agreement (Planet Payment Inc)", "score": 24.8631076813, "published": true}, {"hash": "3FSyaWUSR3C", "uri": "/contracts/3FSyaWUSR3C#problem-management", "label": "Multi Currency Processing Agreement (Planet Payment Inc)", "score": 22.9466114044, "published": true}, {"hash": "5m3gpceaBhj", "uri": "/contracts/5m3gpceaBhj#problem-management", "label": "Multi Currency Processing Agreement (Planet Payment Inc)", "score": 22.6071186066, "published": true}], "snippet": "The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. Planet Payment will advise resolution times in the SLA report. The figure reported will be the \u201cAverage Elapsed Time\u201d spent on each Problem. Planet Payment will also provide an ageing analysis report of all Problems reported by Priority.", "hash": "e27a872c29f1478f9f053a1317209d46", "id": 5}, {"size": 5, "snippet_links": [{"key": "problem-manager", "type": "definition", "offset": [8, 23]}, {"key": "the-problem", "type": "clause", "offset": [47, 58]}, {"key": "responsible-for", "type": "clause", "offset": [88, 103]}, {"key": "the-future", "type": "clause", "offset": [171, 181]}, {"key": "following-the", "type": "definition", "offset": [239, 252]}, {"key": "change-management-process", "type": "definition", "offset": [253, 278]}], "samples": [{"hash": "fR2geDHTen0", "uri": "/contracts/fR2geDHTen0#problem-management", "label": "Co Location Service Agreement", "score": 23.6160621643, "published": true}, {"hash": "bpXW01TGHZx", "uri": "/contracts/bpXW01TGHZx#problem-management", "label": "Co Location Service Agreement", "score": 23.6160621643, "published": true}, {"hash": "bHv9yPeQ9zK", "uri": "/contracts/bHv9yPeQ9zK#problem-management", "label": "Co Location Service Agreement", "score": 23.6160621643, "published": true}], "snippet": "8.6.1 A Problem Manager can be assigned to own the Problem. The Problem Manager will be responsible for finding a structural resolution that prevents similar Incidents in the future.\n8.6.2 If a resolution is found this will be implemented following the Change Management process.", "hash": "f0529e5a9e73f453d8da03764dba66a8", "id": 3}, {"size": 3, "snippet_links": [{"key": "problem-management-process", "type": "definition", "offset": [4, 30]}, {"key": "the-business", "type": "clause", "offset": [67, 79]}, {"key": "caused-by", "type": "clause", "offset": [106, 115]}, {"key": "it-infrastructure", "type": "definition", "offset": [130, 147]}, {"key": "occurrence-of-incidents", "type": "clause", "offset": [231, 254]}, {"key": "the-development", "type": "clause", "offset": [389, 404]}, {"key": "and-documentation", "type": "clause", "offset": [405, 422]}, {"key": "service-component", "type": "clause", "offset": [468, 485]}, {"key": "information-exchange", "type": "definition", "offset": [522, 542]}, {"key": "dir-customers", "type": "clause", "offset": 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"the-objectives", "type": "clause", "offset": [1792, 1806]}, {"key": "scope-and-principles", "type": "clause", "offset": [1808, 1828]}, {"key": "compliance-with-the", "type": "clause", "offset": [1931, 1950]}, {"key": "by-service-provider", "type": "clause", "offset": [1979, 1998]}, {"key": "root-cause-analysis", "type": "definition", "offset": [2099, 2118]}, {"key": "regularly-scheduled", "type": "clause", "offset": [2131, 2150]}, {"key": "management-meetings", "type": "clause", "offset": [2159, 2178]}, {"key": "resolution-of-problems", "type": "clause", "offset": [2197, 2219]}, {"key": "reports-to", "type": "clause", "offset": [2325, 2335]}, {"key": "authorized-third-party", "type": "clause", "offset": [2431, 2453]}, {"key": "service-desk", "type": "definition", "offset": [2623, 2635]}, {"key": "incident-management-system", "type": "definition", "offset": [2677, 2703]}, {"key": "monitoring-systems", "type": "definition", "offset": [2717, 2735]}, {"key": "and-tools", "type": "clause", "offset": [2736, 2745]}, {"key": "systems-development", "type": "definition", "offset": [2835, 2854]}, {"key": "requests-for", "type": "clause", "offset": [2954, 2966]}, {"key": "by-source", "type": "clause", "offset": [2998, 3007]}, {"key": "organization-and", "type": "clause", "offset": [3009, 3025]}, {"key": "authorized-user", "type": "definition", "offset": [3026, 3041]}, {"key": "provide-a-means", "type": "clause", "offset": [3047, 3062]}, {"key": "based-on", "type": "definition", "offset": [3104, 3112]}, {"key": "business-impact", "type": "clause", "offset": [3131, 3146]}, {"key": "agreed-to", "type": "definition", "offset": [3200, 3209]}, {"key": "the-method", "type": "definition", "offset": [3252, 3262]}, {"key": "problem-management-system", "type": "clause", "offset": [3490, 3515]}, {"key": "systems-and-processes", "type": "clause", "offset": [3546, 3567]}, {"key": "known-error", "type": "definition", "offset": [3666, 3677]}, {"key": "knowledge-database", "type": "definition", "offset": [3690, 3708]}, {"key": "information-regarding", "type": "clause", "offset": [3762, 3783]}, {"key": "available-for-use", "type": "definition", "offset": [3917, 3934]}, {"key": "problem-tracking", "type": "clause", "offset": [4209, 4225]}, {"key": "to-the-service", "type": "clause", "offset": [4252, 4266]}, {"key": "regular-communications", "type": "clause", "offset": [4311, 4333]}, {"key": "all-parties", "type": "definition", "offset": [4342, 4353]}, {"key": "problem-resolution", "type": "clause", "offset": [4360, 4378]}, {"key": "overall-responsibility", "type": "clause", "offset": [4391, 4413]}, {"key": "ownership-of", "type": "clause", "offset": [4418, 4430]}, {"key": "subject-to", "type": "clause", "offset": [4472, 4482]}, {"key": "customer-approval", "type": "definition", "offset": [4487, 4504]}, {"key": "major-problem", "type": "definition", "offset": [4518, 4531]}, {"key": "associated-with", "type": "definition", "offset": [4540, 4555]}, {"key": "major-incidents", "type": "clause", "offset": [4560, 4575]}, {"key": "the-services", "type": "definition", "offset": [4607, 4619]}, {"key": "communications-and-notices", "type": "clause", "offset": [4642, 4668]}, {"key": "in-compliance-with", "type": "definition", "offset": [4796, 4814]}, {"key": "service-management-manual", "type": "clause", "offset": [4836, 4861]}], "samples": [{"hash": "6aW7OjebEhI", "uri": "/contracts/6aW7OjebEhI#problem-management", "label": "Master Services Agreement", "score": 22.2073917389, "published": true}, {"hash": "PmNMOu2I1W", "uri": "/contracts/PmNMOu2I1W#problem-management", "label": "Master Services Agreement", "score": 21.5708427429, "published": true}], "snippet": "The Problem Management Process will minimize the adverse effect on the business of Incidents and Problems caused by errors in the IT infrastructure, Applications, systems and supporting components, and will proactively prevent the occurrence of Incidents and Problems by identifying and eliminating causes of failure. Service Provider\u2019s responsibilities include:\n1. Facilitate and lead in the development and documentation of processes with Service Provider and other Service Component Provider(s).\n2. Facilitate and lead information exchange between and among Service Provider and other Service Component Provider(s), DIR and DIR Customer, and/or Third Party Vendor(s) to improve end-to-end Problem Management.\n3. Enable the integration of other Service Component Provider(s) to the Problem Management process.\n4. Integrate Service Provider\u2019s Problem Management process with the Problem Management process of other Service Component Provider(s), DIR, DIR Customers, and Third Party Vendor(s), where the processes interact.\n5. Integrate Service Provider\u2019s Problem Management process with the other Service Management processes, including Incident Management, Availability Management, Configuration Management, Service Level Management, Change Management and Release Management.\n6. Communicate and coordinate the Problem Management Process within Service Provider\u2019s own organization, other Service Component Provider(s), DIR, DIR Customers, and designated Third Party Vendor(s).\n6.1. Provide on-going methods for training Service Provider staff, other Service Component Provider(s), DIR, DIR Customers and designated Third Party Vendors on the Problem Management Process.\n7. Facilitate and lead in the definition and documentation of Problem Management Policies, as approved by DIR, which set the objectives, scope and principles that will ensure the success of the Problem Management processes.\n7.1. Routinely verify the effective compliance with the Problem Management Policies by Service Provider, other Service Component Provider(s), and designated Third Party Vendors.\n8. Effective execution of Root Cause Analysis.\n9. Conduct regularly scheduled Problem Management meetings to prioritize the Resolution of Problems across other Service Component Provider(s).\n9.1. Document and publish Problem Management meetings status reports to all relevant stakeholders, including DIR, DIR Customers, other Service Component Providers and authorized Third Party Vendors.\n10. Provide means for Problem records to be created from all relevant sources, specifically including the following:\n10.1. Staff of Service Provider.\n10.2. The Service Desk.\n10.3. Incident Management processes and Incident Management System.\n10.4. Event Monitoring systems and tools.\n10.5. Other Service Component Provider(s) and authorized Third Party Vendors.\n10.6. The systems development and release processes.\n10.7. DIR and DIR Customers.\n10.8. Root Cause Analysis reporting.\n11. Track requests for Problem Management initiation, by source, organization and Authorized User.\n12. Provide a means for prioritizing Problems / Known Errors based on considerations of business impact, urgency and severity using the prioritization model agreed to and approved by DIR and which aligns with the method for prioritizing Incidents.\n13. Provide a means for categorizing Problems / Known Errors using the categorization model agreed to and approved by DIR and which aligns with the method for categorizing Incidents.\n14. Implement a Problem Management System, including the integration of systems and processes of other Service Component Provider(s).\n14.1. As part of the Problem Management System, provide a Known Error Database or Knowledge Database that will be used for storing knowledge, records and information regarding previous Problems, Known Errors, workarounds and incidents (including both diagnostic and Resolution information), and which will be available for use by all relevant stakeholders, including DIR, DIR Customers, other Service Component Provider(s) and authorized Third Party Vendors.\n15. Train all relevant stakeholders in the use of the Problem Management System and Known Error Database / Knowledge Database.\n16. Coordinate Problem tracking efforts and notifications to the Service Desk and Third Party Vendor(s) and maintain regular communications between all parties until Problem Resolution.\n17. Retain overall responsibility and ownership of all Problems until the Problem is closed subject to DIR Customer approval.\n18. Conduct Major Problem Reviews associated with all Major Incidents that arise or may arise out of the Services.\n18.1. Coordinate all communications and notices for Major Problem Reviews to all relevant stakeholders, including other Service Component Provider(s), DIR, DIR Customers, and in compliance with the processes in the Service Management Manual.", "hash": "158ddf40027b065baf499426c3d6c9e8", "id": 7}, {"size": 2, "snippet_links": [{"key": "problem-management-process", "type": "definition", "offset": [4, 30]}, {"key": "the-business", "type": "clause", "offset": [67, 79]}, {"key": "caused-by", "type": "clause", "offset": [127, 136]}, {"key": "it-infrastructure", "type": "definition", "offset": [151, 168]}, {"key": "occurrence-of-incidents", "type": "clause", "offset": [252, 275]}, {"key": "service-provider-responsibilities", "type": "clause", "offset": [339, 372]}, {"key": "in-work", "type": "clause", "offset": [406, 413]}, {"key": "to-develop", "type": "definition", "offset": [427, 437]}, {"key": "information-exchange", "type": "definition", "offset": [487, 507]}, {"key": "the-service-provider", 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"label": "Master Services Agreement", "score": 21.2505130768, "published": true}], "snippet": "The Problem Management Process will minimize the adverse effect on the business of Incidents and \u201cProblems\u201d (as defined below) caused by errors in the IT infrastructure, Applications, systems and supporting components, and will proactively prevent the occurrence of Incidents and Problems by identifying and eliminating causes of failure. Service Provider responsibilities include:\n1. Actively participate in work with the MSI to develop and document processes.\n2. Actively cooperate in information exchange between and among the Service Provider, the MSI, other DCS Service Provider(s), DIR and DIR Customer, and/or Third Party Vendor(s) to improve end-to-end Problem Management.\n3. Integrate with the MSI Problem Management process.\n4. Integrate Service Provider Problem Management process with the Problem Management process of the MSI, DIR, DIR Customers and DCS Service Providers, where the processes interact.\n5. Integrate Service Provider\u2019s Problem Management process with the other Service Management processes, especially Incident Management, Availability Management, Configuration Management, Service Level Management, Change Management, and Release Management.\n6. Communicate and coordinate Problem Management processes within Service Provider own organization, and as appropriate to DCS Service Providers associated with providing Services.\n7. Actively participate in defining Problem Management Policies and procedures, as approved by DIR, which the objectives, scope and principals that will ensure the success of the Problem Management processes.\n7.1. Provide effective and agreed mechanisms for properly complying with the Problem Management Policies.\n8. Actively participate and effectively execute Root Cause Analysis and meet action item commitments assigned by the process.\n9. Actively participate in the regularly scheduled Problem Management meetings of the MSI to prioritize the Resolution of Problems.\n10. Provide means for Problem records to be created from all relevant sources, specifically including Service Provider system tools and event monitoring systems.\n11. Enable the MSI to track requests for Problem Management initiation, by source, organization and Authorized User.\n12. Implement means for using the MSI prioritization of Problems / Known Errors based on considerations of business impact, urgency and severity using the prioritization model agreed to and approved by DIR and which aligns with the method for prioritizing incidents.\n13. Implement means for using the MSI categorization of Problems / Known Errors using the categorization model agreed to and approved by DIR and which aligns with the method for categorizing incidents.\n14. Implement processes to use the MSI Problem Management System.\n14.1. As part of those Problem Management processes, also implement the use of the MSI Known Error Database / Knowledge Database for storing knowledge, records and information regarding previous Problems, Known Errors, workarounds and incidents (including both diagnostic and resolution information), and which will be available for use by all relevant stakeholders, including DIR, DIR Customers, DCS Service Providers and authorized Third Party Vendors.\n15. Train Service Provider personnel in the use of the MSI Problem Management System and Known Error Database / Knowledge Database.\n16. Coordinate Problem tracking efforts and notifications to the MSI and DCS Service Providers, and maintain regular communications between all parties until Problem Resolution.\n17. Coordinate all activity for Problem resolution with the MSI until the Problem is closed.\n18. Actively participate in Major Problem Reviews associated with all Major Incidents that arise or may arise out of the Services.\n18.1. Coordinate all communications and notices for Major Problem Reviews through the MSI, and in compliance with the processes in the Service Management Manual.", "hash": "416519e9b9f78f32e16d343a1c14eecf", "id": 9}, {"size": 2, "snippet_links": [{"key": "vendor-shall", "type": "clause", "offset": [0, 12]}, {"key": "operations-centers", "type": "clause", "offset": [27, 45]}, {"key": "service-levels", "type": "definition", "offset": [98, 112]}, {"key": "service-level-failures", "type": "clause", "offset": [126, 148]}, {"key": "other-problems", "type": "clause", "offset": [153, 167]}, {"key": "in-connection-with", "type": "clause", "offset": [190, 208]}, {"key": "provision-of-the-services", "type": "clause", "offset": [231, 256]}, {"key": "delivery-of-the-services", "type": "clause", "offset": [400, 424]}, {"key": "procedural-issues", "type": "definition", "offset": [472, 489]}, {"key": "relating-to", "type": "definition", "offset": [490, 501]}], "samples": [{"hash": "bwl0rDyYgDy", "uri": "/contracts/bwl0rDyYgDy#problem-management", "label": "Information Technology Services Agreement (Trizetto Group Inc)", "score": 18.0, "published": true}, {"hash": "1mymQCUTQzA", "uri": "/contracts/1mymQCUTQzA#problem-management", "label": "Information Technology Services Agreement (Trizetto Group Inc)", "score": 18.0, "published": true}], "snippet": "Vendor shall maintain a IT Operations Centers staff with necessary ability and skills to meet all Service Levels. In managing Service Level failures and other problems and incidents arising in connection with or affecting Vendor's provision of the Services (collectively, \"Problems\"), Vendor shall at a minimum take the following actions:\n(a) identify, record, track and correct issues impacting the delivery of the Services;\n(b) recognize recurring Problems;\n(c) address procedural issues relating to Problem management; and\n(d) contain or reduce the impact of Problems that occur.", "hash": "fb2f1b0ea506c40c518dd7ddcfb17dc2", "id": 10}], "next_curs": "ClsSVWoVc35sYXdpbnNpZGVyY29udHJhY3RzcjcLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2Ihtwcm9ibGVtLW1hbmFnZW1lbnQjMDAwMDAwMGEMogECZW4YACAA", "clause": {"parents": [["miscellaneous", "Miscellaneous"], ["general", "GENERAL"], ["issue-management-processes", "Issue Management Processes"], ["service-management", "Service Management"], ["service-provider-use-license-rights-and-obligations", "SERVICE PROVIDER USE LICENSE RIGHTS AND OBLIGATIONS"]], "size": 146, "title": "Problem Management", "children": [["", ""], ["root-cause-analysis", "Root Cause Analysis"], ["problem-management-reporting", "Problem Management Reporting"], ["general-problem-management", "General Problem Management"], ["problem-management-system", "Problem Management System"]], "id": "problem-management", "related": [["program-management", "Program Management", "Program Management"], ["virus-management", "Virus Management", "Virus Management"], ["classroom-management", "Classroom Management", "Classroom Management"], ["project-management", "Project Management", "Project Management"], ["change-management", "Change Management", "Change Management"]], "related_snippets": [], "updated": "2025-07-24T04:27:57+00:00"}, "json": true, "cursor": ""}}