Information for Incident Reporting. For each incident, Customer will provide AMS with necessary information that will facilitate timely problem determination and resolution. Upon notification of the incident, AMS will verify receipt of the necessary information. The following is the information that will be obtained from Customer for all reported incidents. (The information marked “Optional” is only required if it is available to Customer and determined by Customer to be appropriate): ! Reference number assigned by Customer (Optional); ! Time and date of the transaction in question (Customer to use reasonable commercial efforts to obtain this information); ! Description of the incident; ! Severity of the incident or problem (“Optional”); ! List of those actions taken by Customer to verify the problem and resolve the incident; ! Other comments to provide additional information as needed (“Optional”); and If clarification of this information is necessary to resolution of the incident, AMS will immediately contact Customer to request such clarification. XXX will begin investigating the incident upon receipt of the information and provide feedback to Customer as detailed in this Incident Reporting Process section. The trouble ticket is deemed “open” when AMS has received information outlined above. The trouble ticket will remain open until AMS believes that issue has been resolved. However, Customer may reopen the incident if desired for any reason at any time. Incident Reports Root Cause & Analysis (“RCA”) The purpose of the Root Cause and Analysis is to identify the cause of the incident and identify corrective actions to prevent its reoccurrence. For all Severity 1 tickets AMS will create an RCA and provide such report to Customer within three (3) business days of the close of the incident. Maintenance Management Planned Maintenance by AMS AMS will ensure that any planned maintenance events will be executed in a well-coordinated manner. Proper execution includes advance notification to the IETF Community by Customer Support through the use of mailing lists and posting on the website and approval by the IAD. AMS conducts planned maintenance activities on a regular, scheduled basis. This schedule will be coordinated with the IAD and communicated to the IETF community.
Information for Incident Reporting. For each incident, DECE Licensee(s) will provide Coordinator with any necessary information available to DECE Licensee(s), in an effort to l facilitate timely problem determination and resolution. Upon notification of the incident, Coordinator will verify receipt of the necessary information. The following is the necessary information that will be obtained from DECE Licensee(s) for all reported incidents. (The information marked “Optional” is only required if it is available to DECE Licensee(s) and determined by DECE Licensee(s) to be appropriate): Reference number assigned to DECE Licensee(s) (Optional); Time and date of the transaction in question ( DECE Licensee(s) to use reasonable commercial efforts to obtain this information); Description of the incident; Severity of the incident or problem (Optional); List of those actions taken by DECE Licensee(s) to verify the problem and resolve the incident; and Other comments to provide additional information as needed (Optional). If any of this information is missing from the incident notice to Coordinator, Coordinator will immediately contact DECE Licensee(s) to request additional information. The trouble ticket is deemed “open” when Coordinator has notice of an incident and all initial information available from DECE Licensee(s). The trouble ticket will remain open until DECE Licensee(s) concur the issue has been resolved. However, DECE Licensee(s) may reopen the incident if its help desk representatives cannot confirm the incident or questions is resolved and or answered. Maintenance Management
Information for Incident Reporting. The following is the information that will be obtained from Customer for all reported incidents. (The information marked “Optional” is only required if it is available to Customer and determined by Customer to be appropriate): ● Reference number assigned by Customer (Optional); ● Time and date of the transaction in question (Customer to use reasonable efforts to obtain this information); ● Description of the incident; ● Severity of the incident or problem (“Optional”); ● List of those actions taken by Customer to verify the problem and resolve the incident; ● Other comments to provide additional information as needed (“Optional”); and If clarification of this information is necessary to resolution of the incident, Contractor will immediately contact Customer to request such clarification. The trouble ticket is deemed “open” when Contractor has received information outlined above.
Information for Incident Reporting. For each AT&T originated incident, AT&T will make best effort to provide as much information to Company that will facilitate timely problem determination and resolution. Upon notification of the incidents, the required information will be verified. When Company has received sufficient information, Company will begin resolving the incident and provide feedback to AT&T as described above in Section 5.1 Communicating Incidents. AT&T will use best efforts to provide Company the following information via email for all reported incidents as required: • Reference number assigned by AT&T. • Company Service being used. • Phone Number • Time and date of the transaction in question. • Description of the incident. • Severity of the incident or problem. • List of specific steps to reproduce the problem if possible • List of those actions taken by AT&T to verify the problem and that AT&T has attempted to resolve the incident. • Other comments to provide additional information as needed.
Information for Incident Reporting. For each incident, Verizon Wireless will provide Intellisync with necessary information that will facilitate timely problem determination and resolution. Upon notification of the incident, Intellisync will verify receipt of the necessary information. The following is the necessary information that will be obtained from Verizon Wireless for all reported incidents. (The information marked "Optional" is only required if it is available to Verizon Wireless and determined by Verizon Wireless to be appropriate): Intellisync - Verizon Wireless SLA The information in the tables below should be collected by the VZW Data Customer support team in working with a customer on a problem. This information will need to be passed to Intellisync for escalated customer support calls.
