Incident Handling and Updates by Coordinator. Customer Support will coordinate incident isolation, testing and repair work within Coordinator and all third party systems that are within the Coordinator Span of Control. During the incident isolation and troubleshooting process, Customer Support will communicate incident resolution progress to DECE Licensee(s) based upon the times specified on Table 2 below, and resolve the incidents in accordance with the timeframes specified in Table 2. Additionally, Coordinator, will proactively inform the impacted DECE Licensee(s) when an issue or condition arises that necessitates the creation of trouble ticket(s). Coordinator shall also promptly inform DECE of all Severity Level 1 Incidents and make available notice of all Severity Level 2 Incidents through a website or other mutually agreed means. Coordinator will resolve incidents within the Coordinator Span of Control within the timeframes set forth below. Coordinator will resolve Outages within the timeframes set forth in Table 2. Table 2 – Coordinator Support Services Response and Incident Handling Notification Timetable Severity Level (“Severity Level”) Conditions Update Method Resolution Closure Severity Level 1 Incident- Critical Business Impact This incident level is attained when any of the following conditions are met: Complete loss of service and work cannot reasonably continue. E-mail, phone, web ticketing Acknowledgement of the issue with estimated time to resolve. Coordinator shall apply all necessary resources and work continuously to resolve the problem. Coordinator shall provide root cause analysis and resolution on all Severity Level 1 Incident issues. Real or perceived data loss or corruption. An essential part of the service is unusable. No workaround is available. Impacted DECE Licensee(s) acknowledge that it shall make available resources to Coordinator to assist in the resolution of the problem. The Severity Level 1 Incident may be downgraded if a viable workaround is established. Coordinator shall deploy a solution that restores the system to full capacity within 1 month and provide notice to DECE and DECE Licensees (including Coordinator website) Initial response within 15 minutes; Updates every 30 minutes after first update (see table 3) A restoration or acceptable work around shall be made available within 3 hours. Severity This incident level is attained when any of the following conditions are met within Coordinator’s Span of Control: E-mail, phone , web ticketing Acknowledgement of i...
