Services and Activities in Scope

The supplier’s support team will provide the following services, which are categorized and detailed as given below.

Incident Management

An incident is an unplanned disruption or degradation of the service. The objective of incident management is to restore service within an agreed time frame.

Activities in Supplier Scope	Activities in Customer Scope
Creation and updates to the incident ticket in JSM	Providing input into the incident triage model
Communication of priority incidents to the relevant stakeholders	Act as a point of escalation
Coordination of the incident across agreed stakeholder group	Help in the identification & collaboration of multiple data source support teams
Incident prioritization based on agreed triage matrix
Incident analysis
Incident resolution
Incident ticket management and closure
The support knowledge base in Confluence

Given below is an indicative incident management workflow which will be fine-tuned and optimized on an ongoing basis based on customer feedback, learnings during delivery.