(2) Incident management and reporting

2.1 The Licensee shall report incidents related to the raffle to AGCO in accor­dance with the Notification Matrix.

1. The Licensee shall have an escalation procedure to respond to incidents.

2.2 In the event of an Electronic Raffle System failure, the Licensee must have procedures in place to ensure that raffle sales data can be retrieved.

2.3 If a Raffle Sales Unit is lost, stolen or destroyed or for any other reason has offline transactions that have not been committed to the server, the Licensee must have policies and procedures in place to maintain the integrity of the draw.

2.4 The Licensee must have policies and procedures in place to address technical difficulties arising during a Raffle that affect its integrity.

2.5 The Licensee shall ensure that all tickets purchased have been distrib­uted, and properly recorded in the Electronic Raffle System before the draw may proceed.

2.6 Where a draw has been postponed due to technical difficulties, the Licensee shall announce the winner at the first available opportunity.

2.7 The Licensee must have policies and procedures in place to address power interruptions, emergency sit­uations, or other incidents that could impact the integrity of the Raffle.

2.8 The Licensee shall have policies and procedures in place to monitor and address any unusual or suspicious activity in relation to the Raffle.

2.9 The Licensee must have policies and procedures in place to investigate cash shortages and to take action as appropriate.

2.10 The Licensee shall have a customer service/complaint process to address concerns/inquiries related to the raffle.