Common use of Incident Recording Clause in Contracts

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 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.