Incident Response and Resolution. Fundamental Interactions will provide incident response and resolution support as set forth in this Section 2.
Incident Response and Resolution. Incident Response and Resolution Time Service Levels will be performed in the time periods set forth below: Respond to problems with the solution identified by ELECT in no more than one (1) hour after notification. i) Priority 1 / Critical (entire location down or security threat or incident) corrected within four(4) hours; ii) Priority 2 / High (critical failure with certain processing interrupted or malfunctioning, but system able to process with ELECT approved workaround) corrected within thirty-six (36) hours; iii) Priority 3 / Medium (system functioning with minimal impact or malfunction, system able to process data) corrected within two (2) calendar days; Monthly Incident Response and Resolution Performance Report - on a monthly basis, by the 5th of the month, Supplier will deliver to ELECT a report of all incidents occurring in the previous month, including a description of the incident and the response and resolution times. Monthly 99.99% If Supplier fails to meet the Response and Resolution Time requirements in any month, Supplier will develop a Remediation Plan within 30 days. If Supplier fails to meet the Response and Resolution Times, Supplier will credit 20% to ELECT of the total monthly fees that would otherwise be owed by ELECT, under the applicable contract during the month of such failure per instance the Response and Resolution time(s) are not met. # Performance Standard Measurement Measurement Period % Level Remedy iv) Priority 4 / Low (minor intermittent malfunctioning, system able to process data) corrected within three (3) calendar days. The level of severity (e.g., 1, 2, 3, etc.), shall be determined by ELECT. Supplier will credit ELECT an additional 5% per instance following the 2nd month of consecutive service level failure. For example, third month credit amount will be 25%, fourth month credit will be 30%, and so on. Such credit will be issued in the month immediately following the failure.
Incident Response and Resolution
