Incident Handling and Updates; Escalation Procedures; Planned Outages Sample Clauses

Incident Handling and Updates; Escalation Procedures; Planned Outages. Company will be responsible for coordinating all incident isolation, testing and repair work for all Company Applications. Severity levels will be determined and communicated to Company by T-Mobile. During the incident * Certain information on this page has been omitted and filed separately with the Securities and Exchange Commission. Confidential treatment has been requested with respect to the omitted portions. Confidential isolation and troubleshooting process, Company will communicate incident resolution progress with T-Mobile and escalate its problem resolution efforts based upon the times specified in the table below. Company will proactively inform T-Mobile when an issue or condition arises that may cause potential system anomalies and be a potential source for the creation of trouble tickets. Company will provide status updates as described below, which updates will include the following information: Start time of incident. Current status of repair. Description of the aspect(s) of the network components of all Networked Applications that is/are unavailable, with a detailed description of impact on Subscribers. Estimated time of repair. Also, in the event of a Severity Level 1 or 2 incident, Company will, at its own expense, post and maintain a “page down” “application down,” “feature down,” or similar status notice in a manner reasonably intended to inform all Subscribers of the status of the affected network components of all Networked Applications and, if possible, when the network components of all Networked Applications are likely to be fully restored. Severity Level and Incident Handling Notification Procedures Trouble Severity Code Description Restoral Period Status Update Intervals; Update Objectives Initial Response Time
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Incident Handling and Updates; Escalation Procedures; Planned Outages. Company will be responsible for coordinating all incident isolation, testing and repair work for Company’s systems and Services. Severity levels will be reasonably determined by T-Mobile and communicated to Company in accordance with the severity level definitions set forth in this SLA. During the incident isolation and troubleshooting process, Company will communicate incident resolution progress with T-Mobile and escalate its problem resolution efforts based upon the times specified in the table below. Company will proactively inform T-Mobile when an issue or condition arises that may cause potential system anomalies and be a potential source for the creation of trouble tickets. Company will provide status updates as described below, which updates will include the following information: • Services affected. • Start time of incident. • Current status of repair. • Description of the aspect(s) of the Services that is/are unavailable to T-Mobile, with a detailed description of impact on Subscribers. • Estimated time of repair. Also, in the event of a Severity Level 1 or 2 incident, Company will, at its own expense, send a “service down” or similar Message, and if possible, information on when the Services are likely to be restored, in response to Messages sent to the Services during a Severity Level 1 or 2 incident. Severity Level and Incident Handling Notification Procedures Table 2 Incident Level Description Initial Response Time
Sample 1

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