Incident Definition. 3.1 You shall report any issue or problem with the Platform (“Incident”) to us through one of the methods outlined in the Peak Support Guide at Appendix B.
3.2 Incidents will be categorised by us, in our reasonable opinion at the time each Incident is reported, in accordance with the ‘Incident Severity Descriptions’ at Table 2 in Appendix A. We may subsequently change the priority of an Incident, if it is reasonable to do so.
3.3 When acknowledging the Incident, we will assign an Incident number which you must quote in all related communications thereafter.
Incident Definition. An incident is defined as: “a suspected, attempted, successful, or imminent threat of unauthorized access, use, disclosure, breach, modification, or destruction of information; or interference with information technology operations. “This Agreement includes the costs of investigating and responding to alerts generated by the Clients SIEM solution subject to the Fair Usage Policy. This Agreement does not include any costs associated with the remediation of incidents. unless expressly agreed by the parties in writing.
Incident Definition. A Xxxxxxxxx.xxx incident is defined as a unique customer question asked through any medium: chat, email, phone, or self search of knowledge directories; closure of the incident may require multiple customer contacts.
Incident Definition. 3.1.1. For the purposes of this Agreement an "Incident" in relation to the Services includes:
3.1.1.1. any Service failure to meet service levels as set out in this Agreement;
3.1.1.2. failure to meet any agreed data processing volume requirements and where there has been an agreed growth prediction previously provided by the Client for any agreed period and that prediction has been exceeded by more than 25%, that will not be treated as a relevant “Incident”;
3.1.1.3. the production of unintelligible or incorrect output screens, or processes;
3.1.1.4. communications circuit breakdowns under the responsibility of GPS.
3.1.2. The Client shall report incidents as defined in 3.1 as follows:-
3.1.2.1. If an incident is reported by submission of a GPS service ticket the Client will additionally contact GPS by telephone.
3.1.2.2. If an incident is reported by telephone confirmation of a problem incident status shall be submitted in a GPS service ticket or email by the Client within one
(1) hour of notification.
3.1.3. Reported incidents may be classified by the Client as in 3.2. If an incident is reported but not so classified, GPS shall treat the incident as Level 3.
Incident Definition. An Incident is an observable, measurable event taking place in a system or network that deviates from the normal behavior and implies harm or threat to do harm. Additionally, an event involving accidental loss of sensitive information is also classified as an Incident. An example of an Incident would be any unauthorized access and/or disclosure of confidential information, successful or repeated network intrusion attempt, or detection of any unwanted / malicious application or process. Upon confirmation of an Incident, ArmorPoint Incident Response services are invoked. ArmorPoint maintains a Security Incident Response Plan (IRP) that will be reviewed and tested annually. Appropriate training will be provided to any staff with responsibilities as part of the Security Incident Response Team (IRT). ArmorPoint’s SOC bases its IRP on the SANS Institute’s Incident Handling methodology. The SANS Incident Handling methodology divides the response process into six phases: Preparation, Identification, Containment, Eradication, Recovery, and Lessons Learned. The basic premise of this methodology is that organizations are constantly in a state of Incident response and are responsible for performing actions based on the phase they are in; the default phase is Preparation. The Incident response process is determined by the severity level of the Incident. As the impact of an Incident becomes more significant or wide spread, the escalation level increases, bringing more resources to assist in addressing the Incident. At each escalation level, individuals who will be needed at the next higher level of escalation are alerted to the Incident so they will be ready to respond when they are needed. The ArmorPoint SOC maintains 24x7 availability of IT individuals with additional on-call support as required for Incident response and monitoring coverage for any evidence of unauthorized activity, unauthorized system use, and alerts. The Preparation phase for an Incident takes place before the Incident is identified and establishes the capability to identify Security Incidents in a timely manner and provide guidance to minimize damage from identified Incidents. The ArmorPoint SOC IRT is authorized to leverage all necessary equipment, communication methods, offices, conference rooms, and other ArmorPoint resources for handling an Incident. This includes contacting all available on-call support personnel. The objective of the Identification phase is to determine if a Security Incident...
Incident Definition. An Incident is defined as a single technical issue or question related to the software product. The single issue must be related to the original intent and design of the software and does not include subsequent problems that are caused by or related to the original problem.
Incident Definition. An incident is defined as: “an unplanned interruption to an IT service or a reduction in the quality of an IT service. Events that indicate a change in the status of a hardware or software component that has not yet affected service is also an incident”. All software and hardware as described in the client specific Managed Services Schedule is covered. This Agreement does not include any costs associated with the repair of failed hardware or software, and the Supplier shall not be under any obligation to repair, or arrange for the repair, of any failed hardware or software unless expressly agreed by the parties in writing.
Incident Definition. 3.1 You shall report any issue or problem with Peak (Incident) to us by email during Support Hours in the first instance or in the case of a suspected Critical Incident outside of Support Hours, by telephone as per the details below: Email: xxxxxxx@xxxx.xx Critical Incident Telephone Number: +00 00 0000 0000
3.2 You must clearly state the subject of the email to begin with 'Critical' if you believe the Incident to be such.
3.3 Incidents will be categorised as set out in the table below by us in our reasonable opinion at the time each Incident is reported. We may subsequently change the priority of an Incident if it is reasonable to do so. CATEGORY DESCRIPTION Critical ● Critical production issue that severely impacts use of Peak ● Peak access is down or unavailable ● A critical documented feature / function of Peak is not available Severe ● Major functionality is impacted ● Peak is operational, but has highly degraded performance ● Important features of Peak are unavailable; however, operations can continue in a restricted fashion. Medium ● Feature is unavailable, but the majority of functionality available ● Function/feature failure that can be circumvented or avoided Minor ● Non-critical impact to Peak, with minimal impact
