Problem Management. 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.
Problem Management 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:
Problem Management. 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.
Problem Management. 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’s responsibilities include:
Problem Management. Xxxxxxx manages the lifecycle of identified and classified problems within the environment.
Problem Management. The purpose of this section is to set the parameters for problem management including the definition and escalation of problems.
Problem Management. 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 “Average Elapsed Time” spent on each Problem. Planet Payment will also provide an ageing analysis report of all Problems reported by Priority.
Problem Management. Bynder Support regularly analyses all Customer Tickets in order to identify trends and bottle necks. Based on these findings, Support updates the Knowledge Base with information explaining the solution to “known errors”. In order to respond to FAQs and help Customers to resolve common problems without needing direct assistance from Support, Bynder maintains the Knowledge Base on the Bynder website (xxxxxxx.xxxxxxxxx.xxx). Bynder Support has defined four general types of FAQs: • Technical issues are related to a particular bug, security or backup failures, or any other type of non-functioning of the Product. Example: “A video preview isn’t showing.” • User questions arise from instances when the system fails to be self-explanatory. Bynder works hard to prevent these questions and reduce them to an absolute minimum. Example: “How do I upload an image?” • Requests are requests to change the Product, features or settings. Example: “Can you setup a new filter in our environment?” • Content questions are related to the contents of Customer Data itself. Customer is the creator and controller of its Customer Data, and is therefore tasked with providing User support for these questions.
Problem Management. 10 OSS/BSS
Problem Management. The Level III Services and required response time applicable thereto with respect to a particular Problem will depend on the severity of the Problem, to be determined in accordance with the following:
