Common use of Issue Management Definitions Clause in Contracts

Issue Management Definitions. Incident An unplanned interruption or an issue that arises that is outside of the standard operation of service, and which causes, or may cause, disruption to or a reduction in the quality of services and customer productivity. An Incident might give rise to the identification and investigation of a problem. Incidents are bound by an SLA. Problem An unknown cause of one or more existing or potential Incidents. The cause is not usually known at the time Problem Record is created, and the Problem Management Process is responsible for further investigation. Problems are managed in accordance with 3.3.2 Problem Management and do not have an SLA. Resolution times are subject to business priority and development schedules. Request for change An amendment or change of requirement to an existing BAU service. A request is not classified as an incident, however it is possible that an RFC may arise subsequent to an incident or a problem. A request will undergo an impact assessment, as defined in this schedule, before it is actioned. Question Request for further information, for example guidance “how-to” or enquiries instruction or guidance on design, enhancement requests or recommendations for product improvement. Acknowledgement A ticket is received and an immediate acknowledgement with the ticket reference and instructions of how to follow up is provided via email. Response Time This is defined as the time it takes for the Intelligent Reach Service Desk to respond in person to a Customer once a ticket has been logged in our system. Response time goals are relative to the impact of the reported issue on the customer environment, and measured from the time the incident is created on the helpdesk, until the time the ticket has been assigned to an agent and the customer notified their issue is being addressed. The times provided are our targets, however these are generally exceeded, with the support teams providing constant and regular communication throughout the duration of the ticket life cycle. Target Resolution Time This is defined as the time it takes to resolve the customer’s issue or provide the appropriate information required by the requester. Resolution time is measured from the time an incident is received on the service desk, until the customer has been notified their issue has been resolved. Meeting the resolution time targets are occasionally dependent on customers providing additional information to the service desk to assist their investigation, and where this information is not provided resolution time may be extended. Where a scrape service rather than a source feed is affected, Target Resolution is said to be at the point by which the fix/ addition has been added to the feed and not once reflected in a scrape refresh. Resolution This is defined as the action taken to repair the root cause of an incident, or to implement a workaround that will relieve the impact on the business operations and service. Resolution may consist of one or more of the following: a. A permanent solution is provided and the customer is no longer experiencing the issue b. For P1 incidents, an interim solution or workaround is provided, enabling the customer’s business to operate until a more comprehensive solution is provided c. Notification to the customer that the issue is a known one, or has been flagged as a problem requiring additional development work that falls outside the incident management process d. A workaround whereby the customer is able to continue using the system while a more permanent solution to address the issue raised is found e. Where a request for more information has been made, which would assist the Service Desk in determining the next steps toward potential problem resolution, but no response has been provided by the customer in a reasonable time frame f. Where an issue is outside the control of the Intelligent Reach system or service, but where a possible workaround or guidance to help mitigate the impact of the issue has been offered g. Where it has been diagnosed the Intelligent Reach service and/ or code has been substantially modified and/ or obfuscated in such a manner whereby the Intelligent Reach team are unable to provide a workaround via the service desk, and the Customer is directed to the 3rd Line team for further assistance

Issue Management Definitions. Incident An unplanned interruption or an issue that arises that is outside of the standard operation of service, and which causes, or may cause, disruption to or a reduction in the quality of services and customer productivity. An Incident might give rise to the identification and investigation of a problem. Incidents are bound by an SLA. Problem An unknown cause of one or more existing or potential Incidents. The cause is not usually known at the time Problem Record is created, and the Problem Management Process is responsible for further investigation. Problems are managed in accordance with 3.3.2 Problem Management and do not have an SLA. Resolution times are subject to business priority and development schedules. Request for change An amendment or change of requirement to an existing BAU service. A request is not classified as an incident, however it is possible that an RFC may arise subsequent to an incident or a problem. A request will undergo an impact assessment, as defined in this schedule, before it is actioned. Question Request for further information, for example guidance “how-to” or enquiries instruction or guidance on design, enhancement requests or recommendations for product improvement. Acknowledgement A ticket is received and an immediate acknowledgement with the ticket reference and instructions of how to follow up is provided via email. Response Time This is defined as the time it takes for the Intelligent Reach Service Desk to respond in person to a Customer client once a ticket has been logged in our system. Response time goals are relative to the impact of the reported issue on the customer environment, and measured from the time the incident is created on the helpdesk, until the time the ticket has been assigned to an agent and the customer notified their issue is being addressed. The times provided are our targets, however these are generally exceeded, with the support teams providing constant and regular communication throughout the duration of the ticket life cycle. Target Resolution Time This is defined as the time it takes to resolve the customer’s issue or provide the appropriate information required by the requester. Resolution time is measured from the time an incident is received on the service desk, until the customer has been notified their issue has been resolved. Meeting the resolution time targets are occasionally dependent on customers providing additional information to the service desk to assist their investigation, and where this information is not provided resolution time may be extended. Where a scrape service rather than a source feed is affected, Target Resolution is said to be at the point by which the fix/ addition has been added to the feed and not once reflected in a scrape refresh. Resolution This is defined as the action taken to repair the root cause of an incident, or to implement a workaround that will relieve the impact on the business operations and service. Resolution may consist of one or more of the following: a. A permanent solution is provided and the customer is no longer experiencing the issue b. For P1 incidents, an interim solution or workaround is provided, enabling the customer’s business to operate until a more comprehensive solution is provided c. Notification to the customer that the issue is a known one, or has been flagged as a problem requiring additional development work that falls outside the incident management process d. A workaround whereby the customer is able to continue using the system while a more permanent solution to address the issue raised is found e. Where a request for more information has been made, which would assist the Service Desk in determining the next steps toward potential problem resolution, but no response has been provided by the customer in a reasonable time frame f. Where an issue is outside the control of the Intelligent Reach system or service, but where a possible workaround or guidance to help mitigate the impact of the issue has been offered g. Where it has been diagnosed the Intelligent Reach service and/ or code has been substantially modified and/ or obfuscated in such a manner whereby the Intelligent Reach team are unable to provide a workaround via the service desk, and the Customer client is directed to the 3rd Line team for further assistance

Issue Management Definitions. Incident An unplanned interruption or an issue that arises that is outside of the standard operation of service, and which causes, or may cause, disruption to or a reduction in the quality of services and customer productivity. An Incident might give rise to the identification and investigation of a problem. Incidents are bound by an SLA. Problem An unknown cause of one or more existing or potential Incidents. The cause is not usually known at the time Problem Record is created, and the Problem Management Process is responsible for further investigation. Problems are managed in accordance with 3.3.2 Problem Management and do not have an SLA. Resolution times are subject to business priority and development schedules. Request for change Change An amendment or change of requirement to an existing BAU service. A request is not classified as an incident, however it is possible that an RFC a Request for Change (RFC) may arise subsequent to an incident or a problem. A request will undergo an impact assessment, as defined in this schedule, before it is actioned. Question Request for further information, for example guidance “how-to” or enquiries instruction or guidance on design, enhancement requests or recommendations for product improvement. Acknowledgement A ticket is received and an immediate acknowledgement with the ticket reference and instructions of how to follow up is provided via email. Response Time This is defined as the time it takes for the Intelligent Reach Service Desk to respond in person to a Customer once a ticket has been logged in our system. Response time goals are relative to the impact of the reported issue on the customer environment, and measured from the time the incident is created on the helpdesk, until the time the ticket has been assigned to an agent and the customer notified their issue is being addressed. The times provided are our targets, however these are generally exceeded, with the support teams providing constant and regular communication throughout the duration of the ticket life cycle. Target Resolution Time This is defined as the time it takes to resolve the customer’s issue or provide the appropriate information required by the requester. Resolution time is measured from the time an incident is received on the service desk, until the customer has been notified their issue has been resolved. Meeting the resolution time targets are occasionally dependent on customers providing additional information to the service desk to assist their investigation, and where this information is not provided resolution time may be extended. Where a scrape service rather than a source feed is affected, Target Resolution is said to be at the point by which the fix/ addition has been added to the feed and not once reflected in a scrape refresh. Resolution This is defined as the action taken to repair the root cause of an incident, or to implement a workaround that will relieve the impact on the business operations and service. Resolution may consist of one or more of the following: a. A permanent solution is provided and the customer is no longer experiencing the issue b. For P1 incidents, an interim solution or workaround is provided, enabling the customer’s business to operate until a more comprehensive solution is provided c. Notification to the customer that the issue is a known one, or has been flagged as a problem requiring additional development work that falls outside the incident management process d. A workaround whereby the customer is able to continue using the system while a more permanent solution to address the issue raised is found e. Where a request for more information has been made, which would assist the Service Desk in determining the next steps toward potential problem resolution, but no response has been provided by the customer in a reasonable time frame f. Where an issue is outside the control of the Intelligent Reach system or service, but where a possible workaround or guidance to help mitigate the impact of the issue has been offered g. Where it has been diagnosed the Intelligent Reach service and/ or code has been substantially modified and/ or obfuscated in such a manner whereby the Intelligent Reach team are unable to provide a workaround via the service desk, and the Customer is directed to the 3rd Line team for further assistance