Any problem, damage, assignment, petition or consultation, received by the InterHost's Customer Care Service is considered an incidence. Likewise, we consider an incidence any anomaly automatically detected while monitoring the client's data system.

InterHost's tasks' reach when faced with an incidence, depends on the level of delegation and of the services contracted.

Types of incidences definitions:

Serious incidence: Error in the data system or in the infrastructure that results in a total interruption of the service.

Degraded service: Error in the system that implies a degradation of the service but does not stop functioning (e.g. fall of an IP traffic supplier, or in general, the fall of a service's redundant component of high availability or balance, etc.)

Service petition: The client demands to InterHost's Technical Department for the provision of the contracted services (e.g. high/drops of users in one service, domain registration request, etc.) The petitions will be channeled through help desk service, unless another mechanism is explicitly stipulated.

Event in the system: All those exceptional events, not expected, that without affecting to service performance, neither its quality, can be labeled as abnormal (e.g. intent of intrusion or attack, etc.)

Every incidence carries an assigned data structure or ticket that permits its registry, its assignment to an adequate level backup technician, its scaled, its follow up and its close. Once the ticket it assigned the following definitions are applicable:

Notification Time: Time elapsed since alarm detection and its notification to the client. During this period, InterHost will categorize the alarm and its importance for the client's data system.

Time of action at service's incidence: Time elapsed since the ticket assignment and the initiation of activities directed to its resolution, from InterHost's side.

Petition of service action time: Time elapsed from client's petition of service and the initiation of the activities directed to its provision, from InterHost's side.

Resolution time: Time elapsed from the detection of a serious incidence and the restitution of the service. It applies likewise to incidents that may cause a service's performance degradation.