Common use of Incident Reporting Procedure Clause in Contracts

Incident Reporting Procedure. 2.1 If a Customer experiences an Incident, the Customer must take all reasonable steps to ensure that the Incident is not a fault within the Customer’s Responsibility Domain before reporting the Incident to Interactive. 2.2 If the Customer is satisfied that the Incident is not due to an issue within its Responsibility Domain, the Customer may report the Incident to Interactive's Service Desk as follows: Phone: 0000 000 000 (in Australia) or +00 0 0000 0000 (internationally) Online: xxxx://xxx.xxxxxxxxxxx.xxx.xx/xxxxxxx Email: xxxxxxx@xxxxxxxxxxx.xxx.xx 2.3 When reporting an Incident, Customers must provide the following information to Interactive: (a) Customer Name and service(s) affected by the Incident. (b) Description of the Incident, including the Customer’s classification of the urgency and impact of the Incident in accordance with Table 1 and Table 2. (c) Name and contact details of the person reporting the Incident. (d) Name and location of the site affected by the Incident. (e) Business / trading hours of the site affected by the Incident. 2.4 The Service Desk provides a 24 x 7 x 365 service for severity 1 and 2 Incidents and Business Hours for other Incidents and Service Requests. 2.5 Severity 1 and Severity 2 Incidents must be logged by telephone only. Severity 1 and Severity 2 Incidents not logged by telephone are exempt from the calculation of Service Levels. Severity 3 and Severity 4 Incidents may be logged by telephone or email. 2.6 Interactive, at its sole discretion, may charge the Customer a reasonable amount, based on the Standard Charge Out Rate, to diagnose an Incident if the Customer knew, ought to have known, or would have known following reasonable investigation, that the Incident was not caused by Interactive, or was caused by something within the Customer’s Responsibility Domain.

Incident Reporting Procedure. 2.1 If a Customer experiences an Incident, the Customer must, the Customer must take all reasonable steps to ensure that the Incident is not a fault within the Customer’s Responsibility Domain before reporting the Incident to Interactive. 2.2 If the Customer is satisfied that the Incident is not due to an issue within its Responsibility Domain, the Customer may report the Incident to Interactive's Service Desk as follows: Phone: 0000 000 000 (in Australia) or +00 0 0000 0000 (internationally) Online: xxxx://xxx.xxxxxxxxxxx.xxx.xx/xxxxxxx Email: xxxxxxx@xxxxxxxxxxx.xxx.xx 2.3 When reporting an Incident, Customers must provide the following information to Interactive: (a) Customer Name and service(s) Service ID affected by the Incident. (b) Description of the Incident, including the Customer’s classification of the urgency and impact of the Incident in accordance with Table 1 and Table 2. (c) Name and contact details of the person reporting the Incident. (d) Name and location of the site affected by the Incident. (e) Business / trading Trading hours of the site affected by the Incident. 2.4 The Service Desk provides a 24 x 7 x 365 service for severity 1 and 2 Incidents and Business Hours for other Incidents and Service Requests. 2.5 Severity 1 and Severity 2 Incidents must be logged by telephone only. Severity 1 and Severity 2 Incidents not logged by telephone are exempt from the calculation of Service Levels. Severity 3 and Severity 4 Incidents may be logged by telephone or email. 2.6 Interactive, at its sole discretion, may charge the Customer a reasonable amount, based on the Standard Charge Out Rate, to diagnose an Incident if the Customer knew, ought to have known, or would have known following reasonable investigation, that the Incident was not caused by Interactive, or was caused by something within the Customer’s Responsibility Domain.

Incident Reporting Procedure. 2.1 If a Customer experiences an Incident, the Customer must, the Customer must take all reasonable steps to ensure that the Incident is not a fault within the Customer’s Responsibility Domain before reporting the Incident to Interactive. 2.2 If the Customer is satisfied that the Incident is not due to an issue within its Responsibility Domain, the Customer may report the Incident to Interactive's Service Desk as follows: Phone: 0000 000 000 (in Australia) or +00 0 0000 0000 (internationally) Online: xxxx://xxx.xxxxxxxxxxx.xxx.xx/xxxxxxx xxxx://xxx.xxxxxxxxxxx.xxx.xx/support Email: xxxxxxx@xxxxxxxxxxx.xxx.xx 2.3 When reporting an Incident, Customers must provide the following information to Interactive: (a) Customer Name and service(s) Service ID affected by the Incident. (b) Description of the Incident, including the Customer’s classification of the urgency and impact of the Incident in accordance with Table 1 and Table 2. (c) Name and contact details of the person reporting the Incident. (d) Name and location of the site affected by the Incident. (e) Business / trading Trading hours of the site affected by the Incident. 2.4 The Service Desk provides a 24 x 7 x 365 service for severity 1 and 2 Incidents and Business Hours for other Incidents and Service Requests. 2.5 Severity 1 and Severity 2 Incidents must be logged by telephone only. Severity 1 and Severity 2 Incidents not logged by telephone are exempt from the calculation of Service Levels. Severity 3 and Severity 4 Incidents may be logged by telephone or email. 2.6 Interactive, at its sole discretion, may charge the Customer a reasonable amount, based on the Standard Charge Out Rate, to diagnose an Incident if the Customer knew, ought to have known, or would have known following reasonable investigation, that the Incident was not caused by Interactive, or was caused by something within the Customer’s Responsibility Domain.