Common use of Problem Management Clause in Contracts

Problem Management. Where an incident has been logged, and it has been determined by the Service Desk Engineer that the issue cannot be resolved within the incident management process, for example where the root cause of the issue is a problem requiring deeper analysis, a workaround will be provided to the Customer and the Problem Management Process will be invoked. The Customer will be notified of the new problem record number via the original incident, and kept informed of the progress of the problem.

Problem Management. Where an incident has been logged, and it has been determined by the Service Desk Engineer that the issue cannot be resolved within the incident management process, for example where the root cause of the issue is a problem requiring deeper analysis, a workaround workarou nd will be provided to the Customer and the Problem Management Process will be invoked. The Customer will be notified of the new problem record number via the original incident, and kept informed of the progress of the problem.