All Problems detected by us or reported to the Service Desk will be logged as a Problem in our ISM Tool. Our ISM Tool will be the single source of for Problem Management. As part of Problem Management, the Service Desk will: log and provide a job reference number for each Problem; classify Problems as appropriate; manage each Problem it is Resolved; provide regular status updates for each Problem (including the estimated time to resolution and any temporary or permanent work-arounds are necessary); promptly advise you of Resolution of the Problem; and the Problem after confirming with you that it has been Resolved. We will investigate and diagnose the Problem (either remotely or by attending Where on-site attendance is required to resolve a Problem, we will arrange a suitable time to attend the Premises with you. we reasonably believe a Problem does not appear to arise from or relate to the In-scope Services, we will promptly advise you, and will work collaboratively with any relevant third party suppliers to resolve the Problem. Where we reasonably determined that a Problem has not arisen from or is not related to the In-scope Services, or has been caused by you (or your Personnel or Authorised Users), we may charge you our reasonable costs incurred in relation to identifying, investigating and resolving the Problem (including any collaboration with Third Party Suppliers). If we reasonably believe a Problem cannot be Resolved, we will communicate the reasons why we reasonably believe the Problem cannot be Resolved. When reporting Problems, you must provide the Service Desk with the following Information: the Full National Number for all impacted In-scope Services; details of the Problem (for example, symptoms and degree of impact); impacted areas of your business; and contact details for Problem Management (including any Premises contact details where on-site attendance may be required). We will establish and maintain a database of known errors and associated in our ISM Tool.
All Problems detected by us or reported to the Service Desk will be logged as a Problem in our ISM Tool. Our ISM Tool will be the single source of for Problem Management. As part of Problem Management, the Service Desk will: log and provide a job reference number for each Problem; classify Problems as appropriate; manage each Problem it is Resolved; provide regular status updates for each Problem (including the estimated time to resolution and any temporary or permanent work-arounds are necessary); promptly advise you of Resolution of the Problem; and the Problem after confirming with you that it has been Resolved. We will investigate and diagnose the Problem (either remotely or by attending Where on-site attendance is required to resolve a Problem, we will arrange a suitable time to attend the Premises with you. we reasonably believe a Problem does not appear to arise from or relate to the In-scope Services, we will promptly advise you, and will work collaboratively with any relevant third party suppliers to resolve the Problem. Where we reasonably determined that a Problem has not arisen from or is not related to the In-scope Services, or has been caused by you (or your Personnel or Authorised Users), we may charge you our reasonable costs incurred in relation to identifying, investigating and resolving the Problem (including any collaboration with Third Party Suppliers). If we reasonably believe a Problem cannot be Resolved, we will communicate the reasons why we reasonably believe the Problem cannot be Resolved. When reporting Problems, you must provide the Service Desk with the following Information: the Full National Number for all impacted In-scope Services; details of the Problem (for example, symptoms and degree of impact); impacted areas of your business; and contact details for Problem Management (including any Premises contact details where on-site attendance may be required). We will establish and maintain a database of known errors and associated in our ISM Tool.
ism.docx