CHANGE CATEGORIES Sample Clauses

CHANGE CATEGORIES. A Change is always applied within one of the following Change categories where all Changes follow the Change Management Process: TABLE 8: CHANGE CATEGORIES # OF INFLUENCE ON APPROVAL CATEGORY DESCRIPTION SITES BUSINESS PROCESS OF ----------------- ----------------------------- --------- ---------------- --------- Minor Change Change that affects One No CAB only one site, with no influence influence on the daily business processes. Medium Change that affects One or Little CAB Change one or more sites, with more influence little influence on the daily business processes. Major Change Change that affects More Influence CAB more then one site, than one with influence on the daily business processes. Any side may not implement this Change without prior approval from the CAB, in writing Commercial Change has major More Influence Stirring Change commercial affects on than one Committee this agreement and/or has major affects on the business processes of either sides PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Statement of Work (SOW) # OF INFLUENCE ON APPROVAL CATEGORY DESCRIPTION SITES BUSINESS PROCESS OF ----------------- ----------------------------- --------- ---------------- --------- Emergency Minor Change or One or No or little Country Change without Medium Change more Influence Manager extra cost to required on an or Customer emergency basis that Customer affects one or more Project sites and is essential for Manager. a resolution of a serious Written problem in the IT Report will Environment. In such be to CAB. case HP-OMS may submitted implement the Change afterwards without Customer approval, provided that the Change is reported to Customer promptly after such implementation. Emergency Minor Change or One or No or little Country Change with Medium Change more Influence Manager extra cost to required on an or Customer emergency basis that Customer affects one or more Project sites and is essential for Manager. a resolution of a Written serious problem in the IT report will Environment. HP-OMS be afterwards should get prior submitted to CAB. approval from the Customer Project Manager or the manager of the applicable Customer Site, in writing. In such case HP-OMS may implement the Change without Customer approval, provided that the Change is reported to Customer promptly after such implementation. PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM...
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CHANGE CATEGORIES. The following table defines Change Categories to be applied to the ODT IT Platform, and provides examples. Category Change Impact Summary Emergency Change that must be introduced as soon as possible, in order to repair a P1 or P2 incident within the ODT IT Platform. Email notification of the change and possible impact must be provided to the Business Owner as soon as is reasonable (including after the fact if necessary), along with a Post Implementation Report summarising the change performed and the results, including issues encountered. Major Change to a service or infrastructure component of the ODT IT Platform for which the risk has been assessed as medium or higher and may require a customer or operational outage. Change must be approved by Business Owner 24 hours prior to execution Change must be Business Owner at least 1 business day prior to the change (such approval not to be unreasonably withheld or delayed) to allow the operational Category Change Impact Summary risk to be assessed and mitigation plans to be identified, developed and put in place Examples: major version software upgrade or patching, restarting entire platform component resulting in an outage, migrating service or component to entirely new technology, releasing new client application versions. Minor Change to a service or infrastructure component of the ODT IT Platform for which the risk has been assessed as low. An email notification of the change and possible impact must be provided to the Business Owner at least 1 business day prior to the change to allow existing operational mitigation plans to be put in place. Examples: application of a minor patch version, migrating workloads to new hosts, restarting service components without customer or operational impact. Service Level: The following table defines Service Level Metrics to be applied to the ODT IT Platform support arrangements provided by Supplier. ODT IT Platform Service Levels
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Related to CHANGE CATEGORIES

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

  • Service Level In the event that League InfoSight discovers or is notified by you of the existence of Non-Scheduled Downtime, we will use commercially reasonable efforts to determine the source of the problem and attempt to resolve it as quickly as possible.

  • Development Schedule The Project shall substantially comply with the specific timetables and triggers for action set forth in Article 5 of this Agreement. The parties acknowledge that, as provided in G.S. 160A-400.25(b), the failure to meet a commencement or completion date shall not, in and of itself, constitute a material breach of this Agreement pursuant to G.S. 160A-400.27 but must be judged based upon the totality of the circumstances.

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