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Service catalog

3.3 -Major incidents

3.3 -Major incidents management Status: Service type: Description: IN PRODUCTION Package Manage incidents, minimize impact and optimize the decision-making time Standard service: This service includes: - A hotline; - A dedicated expert until the incident is resolved; - The incident qualification; - A proposed scenario or workaround to reduce downtime; - The redaction of an incident report; Through its versatile pole of expertise, Smarthys commitment is to make available the proper people to get a fast and efficient response against problems and incidents. Cost of service: 24 working unit(s) by Incident Service level: (processing time) Working hours: Application perimeter: User Scope: Prerequisite: Implementation procedures: White period Red period 2h 1h Immediate operation until resolution (expert dedicated to this task until problem resolution) Working days 9:00 - 6:00 PM (CET) On-call duty must be defined one month in advance EPM applications / Servers / EPM databases Technical manager Have a technical contact person available on-site (no remote access) Incidents management Deliverables: Incident report (including resolution, workarounds and/or any changes offered) Request process: Ticket opening of hotline call Monitoring Indicators: Exclusions: Any incident related to a problem qualification, regarding a third party are excluded from the TMA/TMT perimeter.

3.4 - Minor incidents management Status: Service type: Description: IN PRODUCTION Package Manage incidents, minimize impact and optimize the decision-making time Standard service: This service includes: - A hotline; - A dedicated expert until the incident is resolved; - The incident qualification; - A proposed scenario or workaround to reduce downtime; - The redaction of an incident report; Through its versatile pole of expertise, Smarthys commitment is to make available the proper people to get a fast and efficient response against problems and incidents. Cost of service: 8 working unit(s) by Incident Service level: (processing time) Working hours: Application perimeter: User Scope: Prerequisite: Implementation procedures: White period Red period 2h 1h Immediate operation until resolution (expert dedicated to this task until problem resolution) Working days 9:00 - 6:00 PM (CET) On-call duty must be defined one month in advance EPM applications / Servers / EPM databases Technical manager Have a technical contact person available on-site (no remote access) Incidents management Deliverables: Incident report (including resolution, workarounds and/or any changes offered) Request process: Ticket opening of hotline call Monitoring Indicators: Exclusions: Any incident related to a problem qualification, regarding a third party are excluded from the TMA/TMT perimeter.

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