Incident Management. 3.1. We shall notify You without undue delay after We becomes aware of any accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to Customer Data, including Personal Data, stored or otherwise processed by Us or Our sub-processors of which We become aware (“Security Incident”).
Incident Management. To respect the privacy of its users and protect the business from risks imposed by security incidents, JetBrains:
Incident Management. Insofar Incident Management is booked, if an “Incident“ occurs within the agreed Incident Management hours, Exasol will initiate all necessary actions to restore the standard operation of the Exasuite Cluster as quickly as possible.
Incident Management. In the event that OneLogin or Subscriber becomes aware that the security of the OneLogin Services is adversely impacted, and this event subsequently leads to Subscriber Data in OneLogin's control being subject to use or disclosure not authorized by this Agreement (a “Security Incident”), the knowledgeable party will promptly (but in any case not later than seventy-two (72) hours after becoming aware of such Security Incident): (a) assess the nature and scope of the Security Incident; (b) identify the Subscriber Data involved, if any; (c) take appropriate steps to contain, control and stop the Security Incident; and (d) collaborate with the other party in providing relevant information that can be used to address and mitigate the impact of the Security Incident, subject to any request by law enforcement or other government agency to withhold such notice pending the completion of an investigation.
Incident Management. The Incidents will be managed in order of their priority, from critical to low: Priority Target Response Time Target Resolution Time Critical via phone, email and ticket: within 30 mins 4 hours High 4 hours Medium 8 hours Low 12 hours Definition
Incident Management. For the purposes of this section, the term “Incident” shall mean a material defect in the Hosted Services, experienced by Customer, that prevents the Hosted Services from conforming in any material respect to the Documentation. Customer raises an Incident through the Service Desk. Customer provides all supporting information and documentation required to investigate the Incident. If supporting documentation is missing – any defined response and resolution timelines are suspended. All Critical Incidents must be reported to Service Provider’s Service Desk via telephone following Incident creation on the Service Desk portal. Service Provider will determine, at its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth in the table below. Service Provider formally acknowledges the Incident and then responds to the Incident in accordance with the target acknowledgement and response times set forth in the table below. Service Provider informs Customer about the status of the Incident and any actions taken to date. Where possible, Service Provider provides an estimated timeframe for issue resolution. Service Provider keeps Customer informed on the status of the Incident. Customer is responsible for providing any additional supporting information required for the investigation. If required supporting documentation is not provided, timelines are suspended and resolution could be delayed. Service Provider targets to resolve Incidents in accordance with the target resolution times set forth in the table below: Incident Severity Standard Gold Platinum Critical (P1) Incident – Inability to use the application for absolutely necessary business transactions. 100% users are impacted or An immediate solution is required as 50% users are impacted or an entire group of users (with same role / same unit) is impacted Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to Customer within 30 minutes. Acknowledgement Incidents will be acknowledged by the Service Desk tool within 15 minutes. Response Service Provider will coordinate a Critical Incident team and provide a response to C...
Incident Management. The ICDS Plan must assure the health and welfare of the Beneficiaries enrolled in the HCBS waiver. The ICDS Plan is required to adhere to the following requirements:
Incident Management. 3.3.1.1 When a Customer has an issue they cannot solve on their own or by using any of the resources made available by Intelligent Reach, the Customer may contact the Intelligent Reach Service Desk to log an incident. Contact information for Service Desk is provided in the contact table above.
Incident Management. SLA Service Requests defined as “Incidents” shall be allocated one of the following priority levels by the Company, and the Company shall respond to such Service Requests within the relevant Response Times set out below. The Company will use reasonable efforts to ensure that the Service Desk will meet or exceed the Target Resolution times as defined in the table below: Priority Description Response Time Target Resolution
