Incident Recording Sample Clauses

Incident Recording. The Company requires the following information to be provided when a support requests is logged by email: • The name of the person logging the call • The contact details of the person logging the call including email address and telephone number • The support/incident ticket number from the Client’s support logging system • Full detailed information of the issue including the name of any individual client affected • When the problem arose and if there were any prior events that might be connected Technical support call response levels When a technical support request is placed with the Help Desk by the Point of Contact of the Client it will be assigned a call severity level in accordance with the table below. If appropriate, the severity level may be amended during the problem resolution process, but only by mutual agreement by the Company and the Client.
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Incident Recording. The Company requires the following information to be provided when a support requests is logged by email: • The name of the person logging the call • The contact details of the person logging the call including email address and telephone number • The support/incident ticket number from the Client’s support logging system • Full detailed information of the issue including the name of any individual client affected • When the problem arose and if there were any prior events that might be connected Technical support call response levels When a technical support request is placed with the Help Desk by the Point of Contact of the Client it will be assigned a call severity level in accordance with the table below. If appropriate, the severity level may be amended during the problem resolution process, but only by mutual agreement by the Company and the Client. The initial response time for problems and queries is dependent upon the severity level of the call and the system that is involved. The response time for each scenario is listed in the table below. Please note these are initial response times and not time taken to resolve the support issue. Category Impact Level Description Response Time Response Method Category 1 Critical Initiated by total unavailability of the service 1 Business Day Telephone/Email/ Remote Session Category 2 Urgent The problem has a significant impact on a individual site and/or local service operation 2 Business Days Telephone/Email/ Remote Session Category 3 General The problem has little or no impact on the site and/or the service 5 Business Days Telephone/Email/ Remote Session Category 4 Question General enquiry/question about the system 8 Business Days Telephone/Email/ Remote Session Category 5 Change Requests Changes to the original design specification 8 Weeks (Small changes) Summer Roll- over (large changes) Telephone/Email/ Remote Session Technical support definition In scope for technical support The following products are within the technical support scope: • Office 365 SharePoint sites created through the CDB Product • Subject Teams and Staff Department Teams created through the CDB Product • Class Notebooks within Class Teams created through SDS by another party • Assignments within Class Teams created through SDS by another party • CDB Megamenu • Collaboration Teams created through the CDB Product • Class Dashboard • Staff Assignment Analytics • Cover Manager The following areas are within the technical support scope: • ...
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Related to Incident Recording

  • Tape Recording The Fund on behalf of itself and its Customers authorizes the Custodian to tape record any and all telephonic or other oral instructions given to the Custodian by or on behalf of the Fund, including from any Authorized Person. This authorization will remain in effect until and unless revoked by the Fund in writing. The Fund further agrees to solicit valid written or other consent from any of its employees with respect to telephone communications to the extent such consent is required by applicable law.

  • Time Recording The instrumentation shall enable the action to be recorded throughout its duration and readings to be made to within one one-thousandth of a second; The beginning of the impact at the moment of first contact between the headform and the item being tested shall be detected on the recordings used for analysing the test.

  • Video recording During the Construction Period, the Contractor shall provide to the Authority for every calendar quarter, a video recording, which will be compiled into a 3 (three)- hour compact disc or digital video disc, as the case may be, covering the status and progress of Works in that quarter. The video recording shall be provided to the Authority no later than 15 (fifteen) days after the close of each quarter after the Appointed Date.

  • Telephone Monitoring/Recording From time to time we may monitor and/or record telephone calls between you and us to assure the quality of our customer service or as required by applicable law.

  • Recording Neither Landlord nor Tenant shall record this Lease or a short form memorandum hereof without the consent of the other.

  • Maintenance Records All maintenance work orders for the prior 12 months.

  • Maintenance and Inspection of Records The City, or its authorized auditors or representatives, shall have access to and the right to audit and reproduce any of the Contractor's records to the extent the City deems necessary to insure it is receiving all money to which it is entitled under the Contract and/or is paying only the amounts to which Contractor is properly entitled under the Contract or for other purposes relating to the Contract. The Contractor shall maintain and preserve all such records for a period of at least three (3) years after termination of the Contract. The Contractor shall maintain all such records in the City of Xxxxxx. If not, the Contractor shall, upon request, promptly deliver the records to the City of Xxxxxx or reimburse the City for all reasonable and extra costs incurred in conducting the audit at a location other than the City of Xxxxxx, including, but not limited to, such additional (out of the City) expenses for personnel, salaries, private auditors, travel, lodging, meals, and overhead.

  • Maintenance of Records I agree to keep and maintain adequate and current written records of all Inventions made by me (solely or jointly with others) during the term of my employment with the Company. The records will be in the form of notes, sketches, drawings, and any other format that may be specified by the Company. The records will be available to and remain the sole property of the Company at all times.

  • Reproduction of Documents This Agreement and all schedules, exhibits, attachments and amendments hereto may be reproduced by any photographic, photostatic, microfilm, micro-card, miniature photographic or other similar process. The parties hereto each agree that any such reproduction shall be admissible in evidence as the original itself in any judicial or administrative proceeding, whether or not the original is in existence and whether or not such reproduction was made by a party in the regular course of business, and that any enlargement, facsimile or further reproduction shall likewise be admissible in evidence.

  • Telephone Recording Each party consents to the recording of the telephone conversations of trading and marketing personnel in connection with this Agreement or any potential Transaction and consents to such recording being used as evidence in court proceedings.

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