The MDM/R is tested regularly to ensure it performs reliably and meets established data processing performance levels. Like any processing system, the MDM/R is susceptible to software defects – particularly when new upgrades are applied to it.

If you are an employee at an LDC (or, “Service Recipient”) that has transitioned to the MDM/R production system your MDM/R support is provided through the MDM/R Service Desk self-service portal.  All incidents including critical incidents requiring immediate support are reported thought the service desk portal.

You may also report an incident through email at mdmrsupport@service-now.com; however we encourage you to use the Self Service Portal to ensure a timely response. 

The SME aims to address MDM/R production system incidents in a timely and efficient manner and follows the process outlined in the MDM/R Incident Management Manual: 

• The MDM/R, SME or MDM/R Operational Service Provider  (OSP) identifies an incident
• The MDM/R service recipient reports the incident using the contact information listed above and reporting criteria outlined in the manual
• The SME classifies the incident into one of four severity levels
• To maintain communications during incident resolution, the MDM/R service recipient indicates the main and back-up contacts’ availability
• Teams work to resolve incidents or an interim workaround is applied
• Incident closure