Common use of Incident Management Clause in Contracts

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 requested via the ticket, which will then be escalated to the Customer Success Director for review. Intelligent Reach reserves the right to make the final determination on the priority of an incident.

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 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 requested via the ticket, which will then be escalated to the Customer Success Director for review. Intelligent Reach reserves the right to make the final determination on the priority of an incident.