Cross will detect failure events and fault conditions within your devices, systems, products and applications which are entitled to coverage. We initiate corrective action to reduce the impact and minimize any potential outages.

As a part of fault detection, response and notification, Cross will:

• Proactively monitor and respond to events/alarms, initiate basic corrective action, and provide initial status
  with continued communication as required, in accordance with purchased service features.
• Make all reasonable efforts to meet acceptable service level expectations by notifying you within Response Intervals.
• Initial troubleshooting and analysis to provide results and recommendations.
• Available for information hand-off to your maintenance provider, carrier or third party involved in providing
  break-fix troubleshooting services.
• Document and track events/alarms in the Cross incident management system, complete with incident number
  for reference.