Common use of Incident Reports Clause in Contracts

Incident Reports. If Grantee experiences a system outage interrupting service due to any cause (e.g., Internet failure or power outage), it must notify HHSC within thirty (30) minutes and provide at least two (2) daily updates and if a change of circumstance update(s) to HHSC until the identified incident is resolved. If a system outage lasts two (2) hours or more, then Grantee shall submit an incident report in accordance with Attachment C, Contract Deliverables, of the Grant Agreement including the following information: 1. Details of the outage or incident; 2. When and how the outage or incident was discovered; 3. Impact on operations, systems, client services, and staff; 4. Actions taken to mitigate the impact on client services; 5. Root cause of the outage or incident, including verifying documentation from the provider responsible for the outage; and 6. Detailed corrected measures taken by Grantee to mitigate the problem and long-term corrective actions to detect and prevent future incidents, including identification of alternative providers of the failed services, if feasible and/or available.