General Incident Management Sample Clauses

General Incident Management. Service Provider’s responsibilities include: 1. Provide an Incident Management process that will restore service operation as quickly as possible with minimum disruption to the business, thus enabling the best achievable levels of availability and service quality to be maintained to promote Customer and Authorized User satisfaction. 2. Manage the effective execution of Incident Management to achieve its primary purpose to restore service as quickly as possible with minimal business impact. 3. Implement an Incident Management process that is flexible and facilitates effective communication and coordination across functions, DIR and DIR Customer Sites, regions and Third Party Vendor(s). 4. Record detailed audit trail information of all activity that creates, changes, or deletes data and user access to all systems that contain DIR and DIR Customer data. 5. Communicate the Incident Management process to Service Provider’s organization and each Third Party Vendor(s) involved in the delivery of Services. 6. Where an Operational Level Agreement (OLA) does not exist, proactively work with Service Provider, DIR, DIR Customers and/or Third Party Vendor(s) to deliver the Services required. 7. Develop and document processes and procedures regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may either raise an Incident, receive an Incident, or support the Resolution of Incidents. 8. Provide a mechanism for handling of Incidents according to the agreed to prioritization model used by DIR, DIR Customers, and Third Party Vendor(s), based on the assigned Severity Level, in compliance with the Incident Management and Problem Management Processes described in the Service Management Manual. 9. Provide a mechanism for expedited handling and increased communication of Incidents that are of high business priority to DIR, DIR Customers, and Third Party Vendor(s), based on the assigned Severity Level, in compliance with the Escalation Processes described in the Service Management Manual. 10. Integrate with other DCS Service Provider(s) and Third Party Vendors who provide IT services to DIR and DIR Customers in order to provide real-time visibility of data records associated with Incidents, including Service Requests to DIR, DIR Customers, and other Third Party Vendors. 11. Develop, utilize, manage and continually improve an inventory of defined and document...
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General Incident Management. Service Provider responsibilities include: 1. Provide an Incident Management process that will restore service operation as quickly as possible with minimum disruption to the business, thus enabling the best achievable levels of availability and service quality to be maintained to promote Customer and Authorized User satisfaction. 2. Manage the effective execution of Incident Management to achieve its primary purpose to restore service as quickly as possible with minimal business impact. 3. Implement an Incident Management process that is flexible and facilitates effective communication and coordination across functions, DIR and DIR Customer Sites, regions and DCS Service Provider(s). 4. Integrate Service Provider Incident Management process with the other service management processes, especially Problem Management, Configuration Management, Service Level Management and Change Management. 5. Record detailed audit trail information of all activity that creates, changes, or deletes data and user access to all systems that contain DIR and DIR Customer data. 6. Communicate the Incident Management process to Service Provider organization and each DCS Service Provider and Third Party Vendor(s) involved in the delivery of Services. 7. Where an OLA does not exist, proactively work with the Service Provider, DIR, and/or DCS Service Providers to deliver the Services required. 8. Develop and document processes regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may either raise an Incident, receive an Incident, or support the Resolution of Incidents. 9. Provide a mechanism for handling of Incidents according to the agreed to prioritization model used by DIR, DIR Customers, other DCS Service Providers and Third Party Vendor(s), based on the assigned Severity Level, as described in the Incident and Problem Management Procedures. 10. Provide a mechanism for expedited handling and increased communication of Incidents that are of high business priority to DIR, DIR Customers, other DCS Service Providers and Third Party Vendor(s), based on the assigned Severity Level, in compliance with the Incident Management and Problem Management Processes described in the Service Management Manual. 11. Integrate with the MSI in order to provide real-time visibility of data records associated with Incidents, including Service Requests to DIR, DIR Customers, and ot...
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Related to General 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.

  • Security Incident Response Upon becoming aware of a Security Incident, MailChimp shall notify Customer without undue delay and shall provide timely information relating to the Security Incident as it becomes known or as is reasonably requested by Customer.

  • 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.

  • 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

  • Location of Services Subcontractor will provide the Services at the following address(es): _________________________________________________________________________________________________________________________________________________________.

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

  • Incident Response Operator shall have a written incident response plan that reflects best practices and is consistent with industry standards and federal and state law for responding to a data breach, breach of security, privacy incident or unauthorized acquisition or use of any portion of Data, including PII, and agrees to provide LEA, upon request, an executive summary of the written incident response plan.

  • Description of Services A description of Google Workspace for Education Service provided by Google is set forth in the Services Summary located at xxxxx://xxxxxxxxx.xxxxxx.xxx/terms/user_features.html.

  • PERFORMANCE MANAGEMENT SYSTEM 6.1 The Performance Plan (Annexure A) to this Agreement sets out – 6.1.1 The standards and procedures for evaluating the Employee’s performance; and 6.1.2 The intervals for the evaluation of the Employee’s performance. 6.2 Despite the establishment of agreed intervals for evaluation, the Employer may in addition review the Employee’s performance at any stage while the contract of employment remains in force; 6.3 Personal growth and development needs identified during any performance review discussion must be documented in a Personal Development Plan as well as the actions agreed to and implementation must take place within set time frames; 6.4 The Employee’s performance will be measured in terms of contributions to the goals and strategies set out in the Employer’s Integrated Development Plan (IDP) as described in 6.6 – 6.12 below; 6.5 The Employee will submit quarterly performance reports (SDBIP) and a comprehensive annual performance report at least one week prior to the performance assessment meetings to the Evaluation Panel Chairperson for distribution to the panel members for preparation purposes; 6.6 Assessment of the achievement of results as outlined in the performance plan: 6.6.1 Each KPI or group of KPIs shall be assessed according to the extent to which the specified standards or performance targets have been met and with due regard to ad-hoc tasks that had to be performed under the KPI, and the score of the employer will be given to and explained to the Employee during the assessment interview. 6.6.2 A rating on the five-point scale shall be provided for each KPI or group of KPIs which will then be multiplied by the weighting to calculate the final score; 6.6.3 The Employee will submit his self-evaluation to the Employer prior to the formal assessment; 6.6.4 In the instance where the employee could not perform due to reasons outside the control of the employer and employee, the KPI will not be considered during the evaluation. The employee should provide sufficient evidence in such instances; and 6.6.5 An overall score will be calculated based on the total of the individual scores calculated above.

  • 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.

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