Emergency Change. 3.3.1 If a Change is required in an emergency to resolve an incident, Xxxxx will liaise with the Customer to invoke the Major Incident Process. This will detail any changes, consider the risks, and roll back plan. No Changes will be made without prior approval of the Customer unless Xxxxx feels there is an imminent threat to the integrity of the entire solution, e.g., in the event of a zero-day virus or ransomware attack that may need immediate attention
Emergency Change. 10.4.1 If a Change is required to respond to an Emergency, the affected Party shall use commercially reasonable efforts to notify the other Party and obtain the other Party’s prior consent for the Change but if the notifying Party is the Provider and the Provider is not able to notify the Recipient and obtain consent, the Provider shall be entitled, without limiting any rights and remedies of the Recipient in respect of any breach of this TSA (as if such Change had not been made), to nevertheless make the minimum necessary temporary Change as necessary to respond to the Emergency in accordance with the terms of any applicable disaster recovery plans. As soon as practicable following the implementation of any temporary Change, the Provider shall notify the Recipient of the temporary Change and the nature of the Emergency and shall then retroactively comply with the terms of the Change Control Procedure.
Emergency Change. An emergency change is a change corresponding to a Critical Incident or High Incident and thus necessitates a rapid return to normal operations.
Emergency Change a change requiring immediate action to either: (a) restore the Services and/or Software; or (b) prevent an outage, and which may be documented retrospectively with reduced (or in extreme cases, eliminated) testing if necessary to deliver it immediately.
Emergency Change. A customer pays £4,500.00 per month for their IaaS contract, £1,500.00 of which is for service management. Proact have initiated 2 of the 5 emergency changes the customer has requested in a given quarter within 4 hours: Proact have fallen 59.5% below the emergency change SLA, so service credits are payable at 50% of the quarterly charge for service management
Emergency Change. 67 8.3.6 Process Flow Chart ..................................... 68 APPENDIX A: CUSTOMER STAFF AUTHORIZED TO TRANSFER CASES OR CALL HP-OMS ....................................................... 70 APPENDIX B: PRIVILEGED ACCESS REQUEST FORM ........................ 71 APPENDIX C: SECURITY AUDITS ....................................... 74 APPENDIX D: HP-OMS ACCEPTABLE USE POLICY .......................... 76 APPENDIX E: REASONABLE REQUEST TO REPACE KEY PERSONNEL, SECURITY OR COMMUNICATION SUPPLIERS CONTRACTORS ............................... 77 APPENDIX F: CHANGE REQUEST FORM ................................... 78 APPENDIX G - EMERGENCY ESCALATION PROCESS PHONE NUMBERS............ 80 PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Statement of Work (SOW) 1 GENERAL
Emergency Change. In the event of an Emergency Change, HP-OMS, as soon as possible and on an emergency basis, will provide Customer with a firm estimate of the services to be performed; the Customer will review, consider, negotiate, and/or agree to such proposal. If agreed, the (a) one-time only fee for such services will be calculated based on the actual hours performed by HP-OMS, chargeable at the Bank of Work Hour rates; and (b) HP-OMS shall not perform services in connection with such Emergency Change, which are chargeable in excess of the estimated fees, without obtaining Customer's prior written consent thereto. With Emergency Changes that are Minor Changes, the Target Price will not be updated. With Emergency Changes that are Medium Changes, HP-OMS will prepare a written detailed proposal for the change to the Target Price. If the Customer does not approve such change, the issue will be transferred to the CAB on an emergency basis in a time frame of 4 hours. If the CAB does not approve such change, Customer may request and HP-OMS shall perform the proposed services to address the Emergency Change, with the dispute to be resolved in accordance with AGREEMENT, SECTION 21.7 (DISPUTE RESOLUTION PROCESS). PORTIONS OF THIS AGREEMENT HAVE BEEN OMITTED PURSUANT TO A REQUEST FOR CONFIDENTIAL TREATMENT FROM THE SEC Statement of Work (SOW)
Emergency Change. Notification and implementation procedures are as per City of Bellingham Policy PER 7.01.01, Providing City Services During Inclement Weather and the Emergency Operation Plan (date issued) December 31, 2013. Premium pay is due per Article 16.
Emergency Change. Time‐critical and potentially high‐impact changes that require change outside of the normal process and would require the involvement of the Emergency Change Advisory Board (ECAB). ECAB membership depends on the nature of the emergency change and the availability of Council members at the time of the Emergency Change request. High Risk Change A High Risk Change can most often be attributed to inadequate planning. A High‐Risk Change is a change that must be implemented as soon as possible. Essentially, it will follow the same Normal Change procedure with a few exceptions. Most notable are potential process changes that may require the consensus of the Change Advisory Board (CAB) described below. Or may require prior testing to fully document the change and configuration data. High risk changes may require following Emergency Procedures.
Emergency Change. 10
3.1 How do we Calculate Service Credits? 11
3.2 Example SLA and Service Credit Calculation 11 4.1 Proact’s Responsibilities 12 4.2 Customer Responsibilities 12 Proact understands that its customers depend on the IT systems provided, maintained and supported by Proact, and that some of these items are of critical importance to a business. This service level agreement sets out what levels of uptime availability Proact will endeavour to provide to its customers for specific parts of its managed cloud services. It also explains the service credits that Proact will pay should it fail to meet these levels. Availability is monitored using Proact’s software platform. The specific components which are monitored vary depending on the solution. Availability is measured continuously, but for the purposes of the SLAs will be measured in units of a month. Service reports will be provided to the customer quarterly. This SLA covers only the products in the table below. Product SLA Monthly SLA Description Elements monitored IaaS Application 99.99% The individual application under management will be available for at least 99.99% of each month The individual application(s) will be available if they respond to Proact’s monitoring software. IaaS Operating System 99.99% The individual Operating Systems will be available for at least 99.99% of each month The individual Operating Systems running within a Virtual Machine will be available if they respond to Proact’s monitoring software. IaaS Virtual Machine 99.99% The individual virtual machines comprising the IaaS solution will be available for at least 99.99% of each month The individual virtual machines will be available if they are reported as powered on by Proact’s monitoring software. IaaS Hypervisor 99.99% The hypervisor platform comprising the IaaS solution will be available for at least 99.99% of each month The hypervisor platform will be available if the hypervisor responds to Proact’s monitoring software. IaaS Storage 99.99% The storage provided to the customer will be available for at least 99.99% of each month The storage will be available if it responds to Proact’s monitoring software probes. XxxX 99.5% The XxxX platform will be available for at least 99.5% of each month The XxxX Platform will be available if the Backup Vault and any associated Backup Software located in Proact’s data centre responds to Proact’s monitoring software AaaS 99.5% The AaaS platform will be available for at least 99.5% of each month The...
