Incident handling. As defined by the EGI Default Operational Level Agreement.
Incident handling. As defined in Corporate-level EGI Operational Level Agreement.
Incident handling. In case of malfunction of the Services, the Client shall firstly perform the technical tests recommended on the OVHcloud Website. In the event these tests do not resolve the Incident, the Client may report the Incident to the OVHcloud Support as set out above and provide as much information as possible to facilitate a proper diagnosis. When an Incident is reported, OVHcloud Support shall carry out the necessary investigation to identify the cause of the observed malfunction and establish a diagnosis. The Client agrees to remain available at all times in order to collaborate with OVHcloud on a proper diagnosis and resolution of the Incident, in particular by providing OVHcloud with any additional information, and by performing all of the necessary tests and verifications. Within the scope of Incident handling, OVHcloud and its Partner Companies are expressly authorized by the Client to connect to the Client Services at both the hardware and software levels, in order to take any action that is necessary to perform a diagnosis. This connection may require the Client to perform an action on its Service. OVHcloud shall keep the Client reasonably wellinformed of the progress of the operations. If OVHcloud establishes that its Services are available and functioning properly, or that the existence of the Incident cannot be confirmed, or that the Incident does not fall under the responsibility of OVHcloud, OVHcloud shall inform the Client accordingly. In this case, the time spent by XXXxxxxx on performing the diagnosis and assisting the Client may be charged to the Client as an additional service provided, based on the fee schedule available on the OVHcloud Website or provided to the Client. OVHcloud reserves the right to refuse any assistance if it ascertains, during its investigation, that the Client is using the Service in violation of the Contract or of any applicable law or regulation. If the Incident appears to fall under XXXxxxxx’s responsibility, OVHcloud shall finish the diagnosis and work to re-establish the availability of the impacted Services. In this case, the work performed by OVHcloud shall not result in any additional charges. The diagnosis shall be established by OVHcloud using any means necessary, and particularly based on exchanges between the Parties and data from the OVHcloud information system (such as login data) which the Client hereby expressly agrees may be admissible and fully enforceable. Subject to any applicable Specific Terms of Serv...
Incident handling. 9.1 Please set out your proposed incident handling procedures in the event of electronic and hard copy data loss including but not limited to, items of portable media and equipment such as PCs, Laptops, Blackberry’s, USB’s, discs or similar. Such loss to include theft, attempted theft, misuse or inappropriate accessing of data within your organisation and those of any subcontractors or partners you may use to deliver the contract. This must include any remedial action the you would propose to mitigate the data loss, outline a documented reporting process and identify and provide contact details for a nominated member of your staff with responsibility for investigating the incident.
Incident handling. As defined in Resource Center OLA.
Incident handling. Incidents will be handled according to the Quality of Support level that is estimated according to the impact of the outage or service quality degradation. The Quality of Support levels are defined as Medium10: 5 xxxxx://xxxx.xxx.xx/wiki/GOCDB/Input_System_User_Documentation#Downtimes 6 xxxx://xxx.xxx.xx/ 7 xxxxx://xxxxxxxxxx-xxxxxx.xxx.xx/broadcast 8 xxxxx://xxx.xxxxxxxxx.xxx/members/worldmap/ 9 xxxxx://xxxx.xxx.xx/wiki/AAI 10 xxxxx://xxxx.xxx.xx/wiki/FAQ_GGUS-QoS-Levels Incident priority11 Response time Less urgent 5 working days Urgent 5 working days Very Urgent, 1 working day Top Priority 1 working day Response time is provided as service level target.
Incident handling. As defined by the EGI Default Operational Level Agreement. 2 xxxx://xxxxxxxx.xxx.xx/ 3 xxxxx://xxx.xxx.xx/sso/
Incident handling. Incidents will be handled according to the Quality of Support level that is estimated according to the impact of the outage or service quality degradation. The Quality of Support in this Agreement has level: Medium8, so the incidents, based on their priority will be responded to with the following response times: Incident priority9 Response time Comment Less urgent 5 working days service interrupted; needs to be addressed as soon as possible 4 xxxxx://xxxx.xxx.xx/wiki/GOCDB/Input_System_User_Documentation#Downtimes 5 xxxx://xxx.xxx.xx/ 6 xxxx://xxxxxxxx.xxx.xx/ 7 xxxxx://xxx.xxx.xx/sso/ 8 xxxxx://xxxx.xxx.xx/wiki/FAQ_GGUS-QoS-Levels 9 xxxxx://xxxx.xxx.xx/wiki/FAQ_GGUS-Ticket-Priority Urgent 5 working days service degraded; no work-around available Very Urgent 1 working day service degraded; work-around available Top Priority 1 working day wishes and enhancements that are "nice to have" Table 1. Response times to incidents according to the incident priority of “Medium” services
Incident handling. The Company will provide an incident handling mechanism for Client maintenance requests. The incident handling process will include the following:
Incident handling. Disruptions to the agreed service functionality or quality will be handled according to an appropriate priority based on the impact and urgency of the incident. In this context, the following general priority guidelines apply:
