Common use of Incident Reporting Procedure Clause in Contracts

Incident Reporting Procedure. (a) If the Customer experiences an Incident, the Customer must take reasonable steps to ensure that the Incident is not within the Customer’s Responsibility Domain before reporting the Incident to Interactive. (b) If, after taking those steps, the Customer is satisfied that an Incident is within the Customer’s Responsibility Domain, the Customer may report the Incident to the Interactive Service Desk in accordance with the procedure set out in clause 9 (c) When logging an Incident Call, the Customer must provide the following information: (i) Customer Name and Service ID affected by the Incident. (ii) Description of the Incident. (iii) Name and contact details of the person reporting the Incident. (iv) Name and address of the Customer Location. (v) Business / trading hours of the Customer Location. (d) Interactive will issue all Incidents logged with the Service Desk with an Incident number. This Incident number will be the sole reference number for the Incident and will be referenced in subsequent communication from Interactive regarding the Incident. (e) The Customer may log non-critical issues that do not affect the Service, but do require attention, by phone call or emailing the Service Desk. Interactive will provide an Incident number for all issues, including non-critical issues. Interactive will respond by email to all Incidents the Customer logs by email. (f) Interactive, may acting reasonably 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.