Common use of Reporting of Incidents Clause in Contracts

Reporting of Incidents. Except for automatically detected Incidents, an Incident must always be registered as a Case in the IFS case management portal before IFS will commence any work in regards thereof. Incidents shall be reported by the Key User, who shall: before the Incident is reported to IFS, make reasonable efforts to (a) isolate and identify the related non-conformity and verify that the Incident is re-creatable and (b), by searching the IFS case management portal, check for a Resolution to the Incident; combine the Incident report with a detailed written description, including any error messages, as directed by IFS from time to time to enable IFS to diagnose and isolate, identify and re-create the Incident; and provide reasonable and timely assistance to IFS in providing the Services and tracking the Case. If IFS must perform additional work due to the inability of the Key User to provide the requested information, materials or assistance IFS will not be required to investigate further. If the Customer wishes IFS to continue to investigate, IFS may charge Customer for its efforts on a time and material basis and Customer understands that any attempted resolution to the Incident may not be successful. Incident Handling and False Alarms If IFS confirm the existence of a reported Incident, it will be addressed by IFS in accordance with the terms of this XXXX. If it is reasonably confirmed that no Incident exists, or if the Incident cannot be re-created, despite IFS and Customer complying with their respective obligations set out herein, the Case will be closed. Customer-Induced issues or other Excluded Incidents are “False Alarms”, for which IFS will have no responsibility hereunder. Customer understands that any work performed by IFS in regards of any False Alarm may involve additional charges, whether the Incident is successfully resolved. IFS will notify the Customer without undue delay when the relevant IFS resource realizes that an Incident constitutes a False Alarm. Test and Verification It is the Customer’s sole responsibility to test and verify any resolutions to an Incident in order to satisfy itself as to their suitability for Customer’s business purposes and IFS accepts no responsibility in this respect regardless of the testing done. Additional Training Customer acknowledges that Improvements provided by IFS may require additional training of Key Users and Users.