Call/Incident Management Sample Clauses

Call/Incident Management. The following sections give an overview of procedures and rules that should be followed by the NSD to manage ‘calls’ or ‘incidents’. The term ‘incident’, according to ITIL, has a double meaning. First any registered event of the Service Desk is called an incident. This includes both ‘incidents’ in the sense of ‘failures’, and ‘service requests’. After the ‘incident’ is registered, the NSD decides whether this shall remain an incident where a restoration of a failure is needed, or whether the received incident is a ‘service request’, where a deliverable (in terms of service or artefact) is requested. As Customs IT may rely for authentication purposes of Economic Operators and their Representatives (including users from both EOs and Representatives), on identity data provided by external to customs Identity Provider systems, the NAs must ensure that the call and incident management procedures of these Identity Providers follow the organisational model agreed with the NAs for Customs TES. More complex procedures and rules may be defined and applied if required in the National or Commission context.
Sample 1
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Call/Incident Management. The 1st level CSD passes ownership of the calls received by National 1st Level Service Desk to 2nd level CSD (see section E.1 above). This means that the 2nd level CSD becomes responsible for the follow-up of the call. It is essential that each internal call be owned by one 2nd level CSDO, who is responsible for the proper follow-up of its progress and solution. The 2nd level CSDO carries out the following tasks:  Performs the call analysis within the first action of the call that is assigned to it by the 1st level CSD, within the time frames allocated by the Central Service Desk procedures;  Records information related to the call in the CSD Service Desk tool;  Checks at any step of the call life cycle on whether the call/incident solution is reached.
Sample 1

Related to Call/Incident Management

  • Incident Management 3.1. We shall notify You without undue delay after We becomes aware of any accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to Customer Data, including Personal Data, stored or otherwise processed by Us or Our sub-processors of which We become aware (“Security Incident”). 3.2. We shall use best efforts to identify the cause of such Security Incident and take the measures We deem necessary and within Our control for remediating and securing Customer Data; We shall coordinate such efforts with You without undue delay.

  • Relationship Management LAUSD expects Contractors and their Representatives to ensure that their business dealings with and/or on behalf of LAUSD are conducted in a manner that is above reproach.

  • Change in Management Permit a change in the senior management of Borrower.

  • Virus Management DST shall maintain a malware protection program designed to deter malware infections, detect the presence of malware within DST environment.

  • Account Management 15.1 The Contractor is required to provide a dedicated Strategic Account Manager who will be the main point of contact for the Authority. The Strategic Account Manager will:  Attend quarterly, or as otherwise agreed, review meetings with the Authority, in person at the Authority’s premises or other locations as determined by the Authority  Attend regular catch-up meetings with the Authority, in person or by telephone/videoconference  Resolve any on-going operational issues which have not been resolved by the Contractor or Account Manager(s) and therefore require escalation  Ensure that the costs involved in delivering the Framework are as low as possible, whilst always meeting the required standards of service and quality. 15.2 The Contractor is also required to provide a dedicated Account Manager for every Framework Public Body using the Framework, if required by the Framework Public Body. The service to be provided will be agreed with each Framework Public Body and may include:  regular review meetings, which may be in person at the Framework Public Bodies’ premises, by video-conference, webinar or telephone  Regular catch-up meetings/telephone calls to discuss current and on-going issues  Work with the Framework Public Bodies Contract Manager to resolve any on-going operational issues  Work with the Framework Public Body ’s Contract Manager to pro-actively introduce initiatives to:  Create efficiencies in processes  Improve the environmental performance of the contract. 15.3 It is expected that end users will contact the Contractor in the first instance to resolve any operational issues. The Account Manager will act as a point of escalation to be contacted either by end users or by the Framework Public Body’s Contract Manager should there be issues that the Contractor needs to resolve. 15.4 Further details of the roles and responsibilities of the Contractor, Authority and Framework Public Bodies are provided in Schedule 4 – Management Arrangements

  • Incident Event and Communications Management a. Incident Management/Notification of Breach - DST shall develop, implement and maintain an incident response plan that specifies actions to be taken when DST or one of its subcontractors suspects or detects that a party has gained material unauthorized access to Fund Data or systems or applications containing any Fund Data (the “Response Plan”). Such Response Plan shall include the following: i. Escalation Procedures - An escalation procedure that includes notification to senior managers and appropriate reporting to regulatory and law enforcement agencies. This procedure shall provide for reporting of incidents that compromise the confidentiality of Fund Data (including backed up data) to Fund via telephone or email (and provide a confirmatory notice in writing as soon as practicable); provided that the foregoing notice obligation is excused for such period of time as DST is prohibited by law, rule, regulation or other governmental authority from notifying Fund. ii. Incident Reporting - DST will use commercially reasonable efforts to promptly furnish to Fund information that DST has regarding the general circumstances and extent of such unauthorized access to the Fund Data.

  • Contact in Event of Unauthorized Transfer If you believe your Card and/or access code has been lost or stolen or that someone has transferred or may transfer money from your account without your permission, either call us immediately at:

  • Relationship Managers The Participant Relationship Manager and the Reclaim Fund Relationship Manager at the date of this agreement for the purposes of clause 27 of Part B of this agreement are as follows: (a) the Participant Relationship Manager: Xxxxxx Xxxxxx; and (b) the Reclaim Fund Relationship Manager: Xxxxxx Xxxxx.

  • Management of Change a. The parties to this Collective Agreement accept that change in the health service is necessary in order to ensure the efficient and effective delivery of health services. They recognise a mutual interest in ensuring that health services are provided efficiently and effectively, and that each has a contribution to make in this regard.‌ b. Regular consultation between the employer, its midwives and the union is essential on matters of mutual concern and interest. Effective communication between the parties will allow for: • improved decision making; • greater co-operation between employer and midwives; and • a more harmonious, effective, efficient, safe and productive workplace.

  • Change in Management or Control The Adviser shall provide at least sixty (60) days' prior written notice to the Trust of any change in the ownership or management of the Adviser, or any event or action that may constitute a change in “control,” as that term is defined in Section 2 of the Act .. The Adviser shall provide prompt notice of any change in the portfolio manager(s) responsible for the day-to-day management of the Funds.

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