Common Contracts

Attachment to Data Center Services Service Component Provider Master Services Agreement

Data Center Services Service Component Provider Master Services Agreement • February 22nd, 2012

• Contract Type
  Data Center Services Service Component Provider Master Services Agreement
• Filed
  February 22nd, 2012

DIR has adopted the ITIL framework for service management. As part of this framework, each Incident and Problem will be assessed in terms of its Impact upon the business of DIR and DIR Customers and the Urgency with which DIR and DIR Customers require the Incident or Problem to be Resolved or a work around to be implemented. The Incident or Problem shall be assigned a Severity Level based on this assessment. This Section sets forth qualitative descriptions of Severity Levels associated with the Services.