Incident Management. 3.1. We shall notify You without undue delay after We becomes aware of any accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to Customer Data, including Personal Data, stored or otherwise processed by Us or Our sub-processors of which We become aware (“Security Incident”).
Incident Management. To respect the privacy of its users and protect the business from risks imposed by security incidents, JetBrains:
Incident Management. Insofar Incident Management is booked, if an “Incident“ occurs within the agreed Incident Management hours, Exasol will initiate all necessary actions to restore the standard operation of the Exasuite Cluster as quickly as possible.
Incident Management. In the event that OneLogin or Subscriber becomes aware that the security of the OneLogin Services is adversely impacted, and this event subsequently leads to Subscriber Data in OneLogin's control being subject to use or disclosure not authorized by this Agreement (a “Security Incident”), the knowledgeable party will promptly (but in any case not later than seventy-two (72) hours after becoming aware of such Security Incident): (a) assess the nature and scope of the Security Incident; (b) identify the Subscriber Data involved, if any; (c) take appropriate steps to contain, control and stop the Security Incident; and (d) collaborate with the other party in providing relevant information that can be used to address and mitigate the impact of the Security Incident, subject to any request by law enforcement or other government agency to withhold such notice pending the completion of an investigation.
Incident Management. The Incidents will be managed in order of their priority, from critical to low: Priority Target Response Time Target Resolution Time Critical via phone, email and ticket: within 30 mins 4 hours High 4 hours Medium 8 hours Low 12 hours Definition
Incident Management. The following table includes definitions for incident management that will support the services outlined in this Supplement. Item Short Name Definitions Incident Verification The SUPPORT GROUP verifies that there is an incident and Priority Level of the incident. Incident Identification The SUPPORT GROUP isolates the source of the incident and attempts to resolve it through the appropriate management tool. Tier 2 CBTS Tier2 technicians will work with the customer to resolve the issue. Tier 3 If the issue cannot be resolved by Tier 2 technicians, the ticket will be assigned to Tier 3 engineering for resolution. Collaborative CBTS engineers will work with customer and SUPPORT GROUP monitoring for advanced troubleshooting and repair. Incident Resolution The SUPPORT GROUP uses its best efforts to resolve the incident within the parameters of the SLA. The SUPPORT GROUP determines whether the incident can be fixed remotely or if an onsite dispatch is necessary. If it can be resolved remotely, the incident is resolved, the ticket is closed, and the client is notified. On-Site Incident Resolution If the incident cannot be resolved remotely, or the device has lost total connectivity to the management station, the SUPPORT GROUP dispatches either an internal or third-party field engineer to troubleshoot the problem. The dispatched field engineer contacts the customer to gain access to their location. The SUPPORT GROUP stays in contact with the dispatched field engineer regarding the status of the repair. On-Site Incident Resolution Requirements If onsite work by CBTS at Customer’s site(s) is required, Customer will permit CBTS access to its facilities at all reasonable times. Customer will communicate all security and safety procedures in writing to CBTS prior to the start of such work. If escort or supervision of CBTS’ personnel is required, Customer will make such arrangements so there is no delay upon CBTS’ arrival at Customer’s site(s). Customer is responsible for all Customer site preparation activities necessary for any onsite installation. Temporary Work Around Occasionally, a workaround is implemented while a permanent fix is pursued. The SUPPORT GROUP will later replace the workaround with a permanent fix at an appropriate time. 3rd Party Support If required, the SUPPORT GROUP notifies the 3rd Party responsible for resolving the incident within 15 minutes of incident verification. Throughout the escalation process, the SUPPORT GROUP updates the customer’s co...
Incident Management. The ICDS Plan must assure the health and welfare of the Beneficiaries enrolled in the HCBS waiver. The ICDS Plan is required to adhere to the following requirements:
Incident Management. 3.3.1.1 When a Customer has an issue they cannot solve on their own or by using any of the resources made available by Intelligent Reach, the Customer may contact the Intelligent Reach Service Desk to log an incident. Contact information for Service Desk is provided in the contact table above.
Incident Management. SLA Service Requests defined as “Incidents” shall be allocated one of the following priority levels by the Company, and the Company shall respond to such Service Requests within the relevant Response Times set out below. The Company will use reasonable efforts to ensure that the Service Desk will meet or exceed the Target Resolution times as defined in the table below: Priority Description Response Time Target Resolution
