Incident and Problem Management. Broadcom will provide incident and problem management services (e.g., detection, severity classification, recording, escalation, and return to service) pertaining to: ● Infrastructure over which Broadcom has direct, administrative access and control, including servers and services used to provide the Broadcom SaaS Offering. Customer is responsible for incident and problem management (e.g., detection, severity classification, recording, escalation, and return to service) pertaining to: ● Customer’s account settings in the Broadcom SaaS Offering administrative management console. ● User-deployed and user-configured assets such as proxy agents. ● Anything else not under Broadcom’s direct control and administration. Change Management Broadcom will provide the following change management elements: ● Processes and procedures to release new code versions and bug fixes. ● Customer is responsible for: o Management of changes to Customer’s tagging process, alert settings, dashboards, and other content. o Administration of self-service features provided through the Broadcom SaaS Offering’s system console and user portal, up to the highest permission levels granted to Customer. o Changes in the data collection agents used. o Cooperating with Broadcom when planned or emergency maintenance is required.
Incident and Problem Management. Supplier’s Incident and Problem Management responsibilities include (“Incident and Problem Management”): __________________________ *Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions. Exhibit A.6.1 Gap/IBM Confidential and Proprietary Information Second Amended and Restated Master Services Agreement
Incident and Problem Management. Supplier’s Incident and Problem Management responsibilities for Gap Stores and field offices co-located in stores as provided in Exhibit D.17 include (“Incident and Problem Management”):
Incident and Problem Management. Supplier’s Incident and Problem Management responsibilities include (“Incident and Problem Management”):
Incident and Problem Management. Incident and problem management Services include the activities associated with restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Problem management also includes minimizing the adverse impact of Incidents and problems on the business that are caused by errors in the IT infrastructure, and to prevent the recurrence of Incidents related to those errors. In order to achieve this goal, problem management seeks to review Incidents, get to the root cause of Incidents and then initiate actions to improve or correct the situation. The following table identifies each Party’s Incident and problem management roles and responsibilities. Table 11. Incident & Problem Management Incident and Problem Management Roles and Responsibilities ACS Symetra
Incident and Problem Management. Each party will use their existing incident and problem management process and tools.
Incident and Problem Management. All incidents and alerts are logged, tracked and maintained through a ticketing system. Incidents are entered manually into the system and given a ticket number after a customer calls, emails, or faxes in their problem. The ticketed incident is classified, assigned a severity level and given to the appropriate engineering personnel for resolution. If the incident is unable to be resolved, it is escalated to QMS management for resolution. Recurring incidents and incidents where a workaround was applied are investigated further through the Problem Management analysis team. Detailed components of the work flow process are described in Quest’s “Incident Response”, “Client Call Process” and “Problem Management” manuals which are part of Quest’s on‐line documentation available for review at any time by personnel. Quest’s internal incident response process consists of the following phases. Once the appropriate preparative steps have been taken, the Incident Response Process consists of a six‐phase cycle. • Preparative • Prevention • Identification • Containment • Eradicate • Recovery • Follow‐up
Incident and Problem Management. Broadcom will provide incident and problem management services (e.g., detection, severity classification, recording, escalation, and return to service) pertaining to: infrastructure over which Broadcom has direct, administrative access and control, including servers and services used to provide the Service.
Incident and Problem Management. Supplier will comply with Health Net’s service request and trouble ticket management processes and will perform all service request and trouble ticket management Functions, including those Functions listed in the roles and responsibilities tables below, other than those expressly identified as retained Health Net responsibilities:
Incident and Problem Management. (a) Incident and Problem management Services include the Functions associated with restoring normal service operation in a manner that minimizes adverse impact on business operations as a result of Incidents and Problems (including Incidents and Problems caused by errors in the IT Infrastructure). Incident and Problem management Services also include Functions associated with preventing the recurrence of Incidents, including by performing root cause analysis of Incidents and initiating actions to improve or correct the situation.
