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”).
3.2. We shall use best efforts to identify the cause of such Security Incident and take the measures We deem necessary and within Our control for remediating and securing Customer Data; We shall coordinate such efforts with You without undue delay.
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: Critical via phone, email and ticket: within 30 mins 4 hours Medium 8 hours
Incident Management. To respect the privacy of its users and protect the business from risks imposed by security incidents, JetBrains:
a. Maintains breach response and breach notification policies.
b. Maintains a data breach registry.
c. Applies commercially reasonable efforts to: i. Maintain awareness of the current regulations within the company.
Incident Management. For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is responsible for providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Resolution A w...
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.
3.3.1.2 When a submission is made to the Service Desk, either via email or web portal a ticket is generated and the requestor is sent an immediate acknowledgement and ticket number for reference. The ticket is placed in the Frontline queue for triage by an agent, who will do an initial review and assessment of the ticket, and will of course respond to the requestor to confirm receipt thereof.
3.3.1.3 Before logging an incident with the Intelligent Reach Service Desk, the Customer should: • Verify that the issue is indeed with Intelligent Reach Service and not third party hardware, software, or other internal systems or configuration. • Attempt to reproduce the issue and determine if it occurs consistently. • Determine if the issue occurs on a local machine or on multiple machines in the Customer environment.
3.3.1.4 To log an incident, the Customer should always provide full details and steps to reproduce the issue, including where possible, error logs, version and configuration information, screenshots. The Service Desk team will provide detailed guidance to the Customer during the transition to BAU phase on the Service Desk procedures and minimum requirements for logging of tickets.
3.3.1.5 During the course of the incident investigations, the Service Desk may require access to internal environments in order to perform remote diagnostic procedures. IP details for whitelisting (if relevant) are provided at the point of integration if access is restricted. The Customer will provide reasonable assistance and access to the Intelligent Reach Service Desk to enable the Engineers to support the Customer. Where the Service Desk is not provided with access to these internal systems, resolution times may be impacted.
3.3.1.6 Technical support does not cover issues arising as result of misuse or alteration of the Intelligent Reach Service or any of its components, or support related to third party hardware, software, network or related systems.
3.3.1.7 Intelligent Reach Service Desk Engineers assign Priority levels to incidents based on the issue severity and the impact to the services. Where the Customer feels that the priority of the incident should change, this may be requ...
Incident Management. 30.1. Company and Bottler recognize that incidents may arise that can threaten the reputation and business of Bottler and/or negatively affect the good name, reputation and image of Company and the Trademarks.
30.2. In order to address such incidents, including any questions of quality of the Authorized Covered Beverages that may occur, Bottler will designate and organize an incident management team and inform Company of the members of such team.
30.3. Bottler further agrees to cooperate fully with Company and such third parties as Company may designate and coordinate all efforts to address and resolve any such incident consistent with procedures for crisis management that may be issued to Bottler by Company from time to time.
Incident Management. 7.1 Processor shall notify the Controller immediately, and in any case within twenty-four (24) hours upon becoming aware of or reasonably suspecting a data breach, providing the Controller with sufficient information which allows the Controller to meet any obligations to report a data breach under the Data Protection Laws. Such notification shall as a minimum:
7.1.1 describe the nature of the data breach, the categories and numbers of data subjects concerned, and the categories and numbers of Personal Data records concerned;
7.1.2 communicate the name and contact details of Processor's data protection officer or other relevant contact from whom more information may be obtained;
7.1.3 describe the likely consequences of the data breach; and
7.1.4 describe the measures taken or proposed to be taken to address the data breach.
7.2 Processor shall fully co-operate with the Controller and take such reasonable steps as are directed by the Controller to assist in the investigation, mitigation and remediation of each data breach, in order to enable the Controller to (i) perform a thorough investigation into the data breach, (ii) formulate a correct response and to take suitable further steps in respect of the data breach in order to meet any requirement under the Data Protection Laws.
7.3 The parties agree to coordinate and cooperate in good faith on developing the content of any related public statements or any required notices for the affected persons. Processor shall not inform any third party without first obtaining the Controller’s prior written consent, unless notification is required by EU or Member State law to which Processor is subject, in which case Processor shall to the extent permitted by such law inform the Controller of that legal requirement, provide a copy of the proposed notification and consider any comments made by the Controller before notifying the data breach.
