Common use of Major Incidents Clause in Contracts

Major Incidents. Service Provider’s responsibilities include: 1. Develop and document the standard process for managing Major Incidents (the highest level of prioritization according to the agreed prioritization model) from identification through closure. 2. Provide identification and assignment of the Incident (and the execution of the applicable processes) to an Incident Manager that provides an appropriate level of dedicated attention to the incident. 3. Formulate a team (scoped as appropriate to the type of incident) to work under the direct leadership of the Incident Manager, in order to concentrate on this incident alone to ensure that adequate resources and focus are provided to finding a swift resolution. 4. Establish and provision any supporting communication facilities (i.e. conference bridges, on-line work spaces, etc.) that may be required to support the effective facilitation of Incident diagnosis and resolution. 5. Provide management and control of the Incident from identification to resolution, including the following: 5.1. Review the proposed Resolution time for each Incident with the appropriate party and update the status accordingly. 5.2. Coordinate Incident tracking efforts, and provide and maintain regular communications between all parties and Authorized Users until Incident Resolution. 5.3. Keep DIR and DIR Customer informed of changes in Incident status throughout the Incident life cycle, in accordance with Service Levels. 5.4. Keep DIR Customer informed of anticipated Resolution times for active Incidents.