Common use of Major Problem Clause in Contracts

Major Problem. Service Provider’s responsibilities include: 1. Effectively execute Major Problem Reviews associated with all Major Incidents that arise or may arise out of the Services, in compliance with the processes defined in the Service Management Manual. 1.1. The assignment of a Problem Manager to facilitate the Major Problem Review. 1.2. An analysis of lessons learned from the Major Incident (e.g. things done well, things needing improvement, etc.). 1.3. A description of the associated Incident, including description of the failure, business impact, duration, affected systems, affected services, affected customers, work executed to Resolve the Incident, etc. 1.4. A detailed Root Cause Analysis of the Incident. 1.5. Identification of any Problem / Known Error records and/to workarounds associated with or created. 1.6. Communication of findings and outcomes to all relevant stakeholders. 1.7. The identification, documentation and submission of identified improvements. 1.8. Preventive action items tracked to completion, including regular communication with relevant stakeholders during the process. 1.9. Notice to all relevant stakeholders when preventative action items have been completed or missed.

Major Problem. Service Provider’s Provider responsibilities include: 1. Effectively execute Major Problem Reviews associated with all Major Incidents that arise or may arise out of the Services, in compliance with the processes defined in the Service Management Manual. 1.1. The assignment of a Problem Manager to facilitate the Major Problem Reviewhave primary accountability in all related activities. 1.2. An analysis of lessons learned from the Major Incident (e.g. things done well, things needing improvement, etc.). 1.3. A Provide a description of the associated Incident, including description of the failure, business impact, duration, affected systems, affected services, affected customers, work executed to Resolve the Incident, etc. 1.4. A detailed Root Cause Analysis analysis of the root cause of the Incident. 1.5. Identification of any Problem / Known Error records and/to workarounds associated with or created. 1.6. Communication of findings and outcomes to all relevant stakeholders. 1.7. The identification, documentation and submission of identified improvements. 1.8. Preventive action items tracked to completion, including regular communication with relevant stakeholders during the process. 1.9. Notice to all relevant stakeholders when preventative action items have been completed or missed.