Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from an outage-causing event or the opening of a trouble ticket by a Customer, or the Contractor, whichever occurs first. The Contractor shall open a trouble ticket for each service (Circuit ID) affected by a common cause. Each End-User service is deemed out of service from the first notification until the Contractor determines the End-User service (Circuit ID) is restored minus SCC. Any service reported by Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Service(s): Rights and Remedies Per Occurrence: 100 percent of the TMRC for each End-User service not meeting the committed objective for each CAT 1 fault Monthly Aggregated Measurements: N/A Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) Definition: Any service affecting failure in the Contractor’s (or subcontractor’s or Affiliate’s) network up to and including the Provider Edge (PE) equipment.
Appears in 3 contracts
Sources: Service Level Agreement, Service Level Agreement, Service Level Agreement