Problem Management Services Sample Clauses

Problem Management Services. (a) General First Data Responsibilities. First Data shall identify, track and manage the problems arising from or relating to the Production Services (“Problem Management” and “Problem Management Services”). First Data shall implement and maintain processes and procedures under which a single point of contact has end-to-end responsibility for each problem arising from or relating to the Production Services in order to minimize redundant contacts with RCSI. First Data shall provide to RCSI a copy of the Problem Management policies and procedures. Schedule A A - 23 RCSI / First Data Confidential (b) Specific First Data Responsibilities. (i) First Data’s responsibilities with respect to Problem Management Services shall include the following: (A) Identifying, resolving, and performing a Root Cause Analysis of all problems within five (5) Working Days of First Data’s receipt of notice of the problem; (B) Logging reported problems upon receipt from RCSI (or its third party providers) as identified by First Data; (C) Monitoring, controlling and managing each problem arising from or relating to the Production Services until it is corrected or resolved to the satisfaction of RCSI; (D) Correcting or resolving all problems relating to the Production Services in the times set forth by RCSI (problem corrections will be subject to verification by the authorized RCSI affected end user or control person) (correcting First Data-caused errors at First Data’s expense); (E) Adhering to the procedures for problem escalation, review and reporting as agreed upon by the Parties and also taking appropriate measures to avoid recurrence of problems; and (F) Monitoring, measuring and providing reports in the format required by RCSI related to problems, including statistics on the types of problems, total number of problems, outstanding problems and resolution times (including the average time to resolve problems) for the Production Services in general, for specific portions of the Production Services, and for individual RCSI Affiliates and RCSI Customers. (ii) First Data shall maintain on-going communication with RCSI with respect to the problems from notification through until final resolution. First Data shall, for each problem, provide prompt notification to RCSI of system outages or processing delays and shall otherwise provide regular and timely progress updates that clearly indicate the nature of the problem, the estimated time to correction, and potential short-term alternati...

Problem Management Services. IBM shall be responsible for tracking, managing and resolving Problems (as defined in Schedule B) arising from or relating to the Services that are received from an MSDW level 1 help desk, automated alarm or other source ("Problem Management"). IBM's general responsibilities with respect to Problem Management shall include the following: (a) Logging reported Problems with respect to the Services upon receipt from MSDW level 1 help desk support, automated alarm or other source. IBM shall identify and log Problems arising in the performance of the Services with the appropriate MSDW level 1 help desk support. For each Problem with respect to the Services that is escalated to the Help Desk or IPSS Production Support Center, IBM shall assign a Severity Level (as defined in Section 6.1 of Schedule B) and prioritize resolution of Problems in accordance with the Severity Levels. (b) Monitoring, controlling and managing each Problem arising from or relating to the Services until it is corrected or resolved. To the extent a Problem does not arise from or relate to the Services, IBM shall refer such Problem to the appropriate entity, as identified by MSDW, for resolution. (c) Correcting or resolving Problems within the scope of IBM's responsibilities. Resolution of a Problem will be subject to the MSDW level 1 help desk's verification with the authorized MSDW affected End User or control person that the Problem has been resolved. (d) Adhering to the procedures for Problem escalation, review and reporting specified in Section 4.7 of this Schedule A or in the Procedures Manual, and also taking appropriate measures to avoid reoccurrence of Problems. (e) Performing Problem analysis, including identification of the source of the Problem; (f) Monitoring, measuring and providing reports on Problems including statistics on the types of Problems, total number of Problems, outstanding Problems, resolution times (including the average time to resolve Problems), and as otherwise required to report IBM's compliance with the Performance Standards set forth in Schedule B. IBM shall undertake reasonable efforts to improve the average time to resolve Problems. (g) IBM shall maintain communications with the appropriate MSDW level 1 help desk support on Problems through resolution. IBM shall, for each Problem, provide prompt notification to MSDW of system outages on critical systems and otherwise provide the appropriate level 1 help desk support with regular and timely progress updates...

Problem Management Services. Convergys will manage all problems in the delivery of the Services in accordance with Schedule 7, "Scope Change and Issue Management." Problem management services will include at a minimum, the following activities: a) problem definition b) impact assessment c) severity classification (1, 2, 3, or 4) d) initial diagnosis e) notifications (including third parties) f) escalation g) resolution h) resolution timeframes i) post problem review (root cause analysis and process improvement) j) settlement and/or charges, if applicable.

Problem Management Services. 33 4.7 Help Desk and IPSS Production Support Center Services .............................. 35 4.8

Problem Management Services. Contractor and Client shall perform those services, functions and responsibilities identified as their respective responsibilities in the following matrix with respect to managing Problems with the Managed Applications. # Service, Function or Responsibility Contractor Client For each Priority Level 1 Incident and each business-impacting Priority Level 2, 3 and 4 Incident, create and assign to the Incident manager a Problem Ticket. X Create a Problem Ticket as needed to manage the root cause analysis and solution implementation for multiple Incidents. X Classify the Problem according to Priority Level. X Perform analysis to identify the underlying cause or source of the Problem and of any Incidents caused by the Problem. X Assign a Problem manager for each Priority Level 1 and business- impacting Priority Level 2, 3 and 4 Problem to investigate root cause and to manage the Problem Ticket according to the Problem Management process. X Coordinate with Client, vendors and other third parties as needed with respect to Problems that are within Contractor’s Scope of responsibility for Managed Applications. X Coordinate with vendors and other third parties as needed with respect to Problems that are not within Contractor’s Scope of responsibility for Managed Applications. X Once the root cause of a Problem has been identified and is within Contractor’s Scope as defined in Section 2, identify and coordinate X # Service, Function or Responsibility Contractor Client execution of a plan for eliminating the potential risk of future Incidents resulting from the Problem for the Services impacted. Follow Contractor’s procedures for consulting with Problem stakeholders as needed. X Follow Contractor’s procedures for closing the Problem Ticket when it has been resolved. X Monitor and prioritize inactive Problem Tickets if it is determined that further investigation should not continue due to lack of business prioritization or lack of cost benefit. X Communicate Problem status to Client at the frequencies and to the individuals and offices in accordance with Contractor’s procedures. X Escalate Problem investigation in accordance with Contractor’s procedures. X Update Problem Tickets in the Ticket Management System to reflect current status. X INC-PRB-016 The following Problem Management metrics shall be tracked and reported by the Contractor: - Total Problems by Severity (trend) - Number of Problems with state of workaround (trend) - Problem Reopen Rate - Correct Problem Cat...

Problem Management Services