Pending Criteria and Incident Assignment Sample Clauses

Pending Criteria and Incident Assignment. ‌ The total duration of any Outage shall be reduced by the total time during which the Incident causing the Outage was placed in a pending status (“Pending Status”) if (i) Supplier’s Root Cause Analysis for the Outage, prepared in accordance with Section 4.4 (Root Cause Analysis) of the Agreement, provides that Supplier’s diligent performance of the Services, including Services performed in advance of the Incident that may have prevented or reduced the length or impact of the Incident, could not have prevented the Outage, reduced its duration, or minimized the impact or extent of the Outage; and (ii) the County Approves Supplier’s Root Cause Analysis and the assignment of Pending Status during the applicable period of Outage. Notwithstanding anything to the contrary in this Section 4.3 (Pending Criteria and Incident Assignment), until an Incident is Resolved, Supplier shall work to Resolve such Incident and perform all tasks and provide all requested information to County and Third Party Vendors to correct such Incident, regardless of who or what caused the Incident or any Outage, and the duration of an Outage shall not be reduced if (i) Supplier does not shall work to resolve the Outage as required herein, as determined by County in its sole discretion, and (ii) Supplier does not deliver its Root Cause Analysis for the Outage within five (5) Business Days after the Outage is Resolved as required under Section 4.4 (Root Cause Analysis) of the Agreement (or such longer period of time as agreed between Supplier and County). When a Service Ticket subject to Service Level Requirement No. 10 (i.e., Red, Yellow, & Green notifications (“R-Y-G Notifications”)) as set forth in Exhibit H.1 (Service Level Requirements Table) must be placed in Pending Status, Supplier shall, prior to such Service Ticket being place in Pending Status, seek County’s Approval for the suspension of R-Y-G Notifications. If the suspension of any R-Y-G Notifications is Approved by County, such suspended R-Y-G Notifications shall include the suspension of Service Level Requirement No. 10 R-Y-G Notifications and the measurement of Supplier’s performance regarding Service Level Requirement No. 10 will resume when the Service Ticket is removed from Pending Status. Supplier may not place a Service Ticket in Pending Status for any reason that is associated with a Subcontractor.
Sample 1
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