Common use of Incident and Problem Management System Clause in Contracts

Incident and Problem Management System. (a) Supplier shall use the Gap Incident and Problem Management Tracking system to track Incidents and Problems relating to the Gap IT Environment. (b) Tracking information for each Incident and Problem submitted to (and originating from) the Help Desk or Supplier, to include those agreed to by Gap and Supplier. Such information shall include at a minimum: (1) the date and time the Incident or Problem was raised; (2) an Incident or Problem tracking number; (3) a description of the Incident or Problem; (4) relevant information about the Gap Authorized Users affected and/or Gap Site affected; (5) the Priority Level of the Incident or Problem; (6) the Incident or Problem status and next steps to be taken; and (7) the date and time the Incident or Problem was Resolved. (c) Regularly updating the Incident and Problem Management Tracking system (including the Knowledge Database) in accordance with agreed to procedures by Gap and Supplier and Supplier solutions and Supplier’s best practices as they are developed. Upon Gap’s request, Supplier shall provide Gap with periodic updates based on “lessons learned” and Incidents and Problems experienced by Supplier’s other customers. (d) Providing reports to Gap and Third Party Vendors regarding Incidents and Problems as relevant.