Reporting and Root Cause Analysis Clause Samples

Reporting and Root Cause Analysis a. IBM will submit to WSI on the 10th day of each month a standard report or set of standard reports assessing IBM’s performance during the previous calendar month against the Service Levels and Service Objectives. b. IBM will promptly report to WSI problems related to the Services that reasonably could be expected to have a material adverse effect on WSI’s operations. c. IBM will also be responsible for promptly investigating failures to meet the Service Levels by: 1. initiating problem investigations to identify root causes of failures related to not achieving the Service Levels; 2. promptly providing WSI with a report detailing the cause of, and procedure for, avoiding reoccurrence of such failure; and 3. making written recommendations to WSI for improvement in procedures related to the Services. d. IBM will identify root causes, correct problems and attempt to minimize recurrences of missed Service Levels for which IBM is responsible. WSI agrees to correct problems and attempt to minimize the recurrence of problems for which WSI is responsible and that prevent IBM from meeting the Service Levels.