FAILURE EVENT NOTIFICATION. In the event of any service issue(s) and/or outage(s) as specified in the appropriate Service Level Agreement (SLA), the Contractor shall notify the CA 9-1-1 Branch via a phone call and via email within ten (10) minutes of initial report of outage or network failure, providing the Initial Notification and containing the following (as available): 1) Primary outage location; 2) Problem description; 3) Time of failure; 4) Affected systems/services; 5) Impact to the provision of 9-1-1 Service; 6) Trouble ticket number; Ticket pending (test or dispatch). Follow-up notifications shall be provided by the contractor as new information becomes available or every 2 hours, whichever occurs first, and include a current status of the data provided in the initial contact and any additional data pertinent to the outage and its resolution such as:
Appears in 3 contracts
Sources: Standard Agreement, Standard Agreement, Standard Agreement