OPS-24 Involvement of Cloud Service Customers in the Event of Incidents

The cloud service provider periodically informs the cloud service customer on the status of incidents affecting the cloud service customer, or, where appropriate and necessary, involve the customer in the resolution, in a manner consistent with the contractual agreements.

As soon as an incident has been resolved from the cloud service provider's perspective, the cloud service customer is informed about the actions taken according to the contractual agreements.

The cloud service provider defines and documents procedures in contractual agreements with cloud service customers that specify the involvement of the customer in confirming, within a specified time period, that a resolution has effectively addressed the root cause of an incident.

Cloud service customers ensure with suitable controls that they receive notifications from the cloud service provider regarding incidents that affect them, and that these notifications are forwarded in a timely manner to the department responsible for processing them so that appropriate action can be taken.