Common use of All Incidents Clause in Contracts

All Incidents. Service Provider’s responsibilities include: 1. Receive and record all Incidents (including submissions received by telephone, electronically, or other means approved by DIR) in an Incident Record or Service Request Record as appropriate, including classification and initial support. 2. Enable Incident detection by DCS Service Providers (including links to event monitoring tools), reporting, recording, classification and initial support. 3. Provide Incident investigation, diagnosis, impact analysis, and reclassification as required. 4. Utilize and update the Incident Management System with all relevant information relating to an Incident within the designated time and in a complete manner. 5. Make an initial determination of the potential Resolution and document in the Incident Management System. 6. Resolve Incidents requiring Level 1 Support and close after receiving confirmation to close from the affected Authorized User, or Service Provider support personnel for Incidents reported via an event detection tool. 7. Ensure resolution of Incidents arising from or related to the Services, including break/fix Hardware and Software support. 8. Act proactively, and coordinate with all other third parties to Resolve Incidents and action Service Requests in a way that ensures effective coordination and avoids conflict of resource allocations, control objectives, etc. 9. Transfer Incidents within specified time limits to the appropriate party without compromising Service Levels or security requirements. 10. Ensure that proper escalation and prioritization policies and procedures are properly managed to ensure that incident response and resolution is handled within the intents and guidelines of the prioritization model agreed to. 11. Provide or coordinate the final Resolution including Service Request Management. 12. Ensure proper testing of incident resolution responses to ensure effective resolution and closure of the incident while avoiding / minimizing (unintended) impact to the customer / user. 13. Escalate issues to the appropriate levels/functions for Resolution in accordance with escalation procedures approved by DIR. 14. Escalate an Incident where the Incident cannot be Resolved within the relevant Service Levels or agreed timeframe. 15. Ensure consistent ownership of the Incident from recording to Resolution. 16. Record all information on the details of the Incident and the corrective action for later statistical analysis. 17. Create an audit trail of all activity that creates, changes, or deletes data and user access to systems that contain DIR Data and preserve end-to-end traceability across Applications, systems, and parties. 18. Review incidents prior to closure to ensure proper categorization, documentation, confirmation of resolution and activities required to initiated appropriate actions / processes (e.g. configuration information updates, creation of problem records, etc.). 18.1. Review Incident Record(s) to show the proper Root Cause Analysis classification. 18.2. Review Incident Record(s) to show all Authorized User interactions, including all customer notifications, customer agreement as to closure, and customer agreement as to classification prior to closure. 18.3. Review Incident Record(s) to assure that associated Incidents, such as duplicate Incidents, are properly noted to preserve complete and accurate record. 19. Restore normal service operations as quickly as practical following an Incident, with minimum disruption to DIR’s and DIR Customers’ business operations, and in compliance with Service Levels. 20. Leverage a knowledge base as part of Operational Documentation requirements in Section A.4.3 of this Exhibit 2.1 to assist with the Resolution of Incidents and the processing of Service Requests, including: 20.1. Make the knowledge base available on the Portal to Authorized Users for user self-help. 20.2. Track the use of the knowledge base and report usage statistics to DIR on a monthly basis, or as requested by DIR (i.e. the number of Incidents Resolved using the knowledge base). 21. Where Incidents relate to the move of Assets, update in all relevant configuration management systems (e.g. CMS / CMDB), or coordinate with the relevant process to confirm updates are made. 22. Where Incidents result in a Change in the IT environment, Service Provider shall initiate and manage such Changes through the Change Management process as appropriate. 23. Where Incidents require the changing of software or hardware assets submit a request for change through the Change Management Process and update the Definitive Media Library (DML) or coordinate with the relevant process to confirm updates are made.

All Incidents. Service Provider’s Provider responsibilities include: 1. Receive and record all For events emanating from Service Provider personnel submit Incidents (including submissions received by via telephone, electronically, or other means approved by DIR) in an Incident Record or Service Request Record as appropriate, including classification and initial supportclassification. 2. Enable Provide Incident detection by DCS Service Providers (including links to even event monitoring tools), reporting, recording, classification and initial support. 3. Provide Incident investigation, diagnosis, impact analysis, and reclassification as required. 4. Utilize and update the Incident Management System with all relevant information relating to an Incident within the designated time and in a complete manner. 5. Make an initial determination of the potential Resolution and document in the Incident Management System. 6. Resolve Incidents requiring Level 1 Xxxxx 0 Support and close after the Incident, receiving confirmation to close from the affected Authorized User, or Service Provider support personnel for Incidents incidents reported via an event detection tool. 7. Ensure resolution of Resolve Incidents arising from or related to the Services, including break/fix Hardware and Software support. 8. Act proactively, and coordinate with all other internal and external third parties to Resolve Incidents and action Service Requests in a way that ensures effective coordination and avoids conflict of resource allocations, control objectives, etc. 9. Transfer Incidents within specified time limits to the appropriate party without compromising Service Levels or security requirements. 10. Ensure that proper escalation and prioritization policies and procedures are properly managed to ensure that incident response and resolution is handled within the intents and guidelines of the prioritization model agreed to. 11. Provide or coordinate the final Resolution including Service Request Managementfulfillment. 12. Ensure proper testing of incident resolution responses to ensure effective resolution Resolution and closure of the incident Incident while avoiding / minimizing (unintended) impact to the customer / userDIR Customer. 13. Escalate issues to the appropriate levels/functions levels for Resolution in accordance with escalation procedures approved by DIR. 14. Escalate an Incident where the Incident cannot be Resolved within the relevant Service Levels or agreed timeframe. 15. Ensure consistent ownership of the Incident from recording to Resolution. 16. Record all information on the details of the Incident and the corrective action for later statistical analysis. 17. Create an audit trail of all activity that creates, changes, or deletes data and user access to systems that contain DIR Data and preserve end-to-end traceability across Applications, systems, and parties. 18. Review incidents Incidents prior to closure to ensure proper categorization, documentation, confirmation of resolution Resolution and activities required to initiated initiate appropriate actions / processes (e.g. configuration information updates, creation of problem records, etc.). 18.1. Review Incident Record(s) to show the proper Root Cause Analysis classification. 18.2. Review Incident Record(s) to show all Authorized User interactions, including all customer notifications, customer agreement as to closure, and customer agreement as to classification prior to closure. 18.3. Review Incident Record(s) to assure that associated Incidents, such as duplicate Incidents, are properly noted to preserve complete and accurate record. 19. Restore normal service operations as quickly as practical following an Incident, with minimum disruption to DIR’s and DIR Customers’ business operations, and in compliance with Service Levels. 20. Leverage a knowledge base as part of Operational Documentation requirements in Section A.4.3 of this Exhibit 2.1 2.1.2 to assist with the Resolution of Incidents and the processing of Service Requests, including: 20.1. Make the knowledge base available on the Portal to Authorized Users for user self-self- help. 20.2. Track the use of the knowledge base and report usage statistics to DIR on a monthly basis, or as requested by DIR (i.e. the number of Incidents Resolved using the knowledge base). 21. Where Incidents relate to the move of Assets, update in all relevant configuration management systems (e.g. CMS / CMDB), or coordinate with the relevant process to confirm updates are made. 22. Where Incidents result in a Change in the IT environment, Service Provider shall initiate and manage such Changes through the Change Management process as appropriate. 23. Where Incidents require the changing of software or hardware assets submit a request for change through the Change Management Process and update the Definitive Media Library (DML) or coordinate with the relevant process to confirm updates are made.