Common use of Outage Notification Clause in Contracts

Outage Notification. In the event of any critical or major service issue(s) 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 as well as email within thirty (30) minutes of initial report of outage, providing the initial notification and containing the following (as available): 1) PSAP(s) affected; 2) Problem description; 3) Time of failure; 4) Affected systems or services; 5) Impact to 9-1-1 Service; 6) Trouble ticket number; 7) Ticket type (open, monitoring, dispatched). Contractor shall provide follow-up notification as new information becomes available or every 4 hours, whichever occurs first. All updates shall include current status and any additional data pertinent to the outage and its resolution such as: 1) Extent of outage; 2) Affected systems or services (if different than initial); 3) Any 9-1-1 traffic lost in the CPE providers cloud or data center; 4) Sequence of events toward resolution (action taken to resolve the issue); 5) Estimated time of technician arrival (ETA); 6) Estimated time of outage resolution (ETR). When critical or major event is cleared, Contractor shall send a final notification of resolution. The CA 9-1-1 Branch may review this with the Contractor every month, to determine if notifications need to be adjusted. See SLA Section 22.

Outage Notification. a. In the event of any critical or major service issue(s) 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 as well as email within thirty fifteen (3015) minutes of initial report of outage, providing the initial notification and containing the following (as available): 1) PSAP(s) affected; 2) Problem description; 3) Time of failure; 4) Affected systems or services; 5) Impact to 9-1-1 Data Sharing Service; 6) Trouble ticket number; 7) Ticket type (open, monitoring, dispatched). . b. Contractor shall provide follow-up notification as new information becomes available or every 4 four (4) hours, whichever occurs first. All updates shall include current status and any additional data pertinent to the outage and its resolution such asincluding, but not limited to the following data: 1) Extent of outage; 2) Affected systems or services (if different than initial); 3) Any 9-1-1 traffic lost in the CPE providers cloud or data centerlost; 4) Sequence of events toward resolution (action taken to resolve the issue); 5) Estimated time of technician arrival (ETA); 6) Estimated time of outage resolution (ETR). When a critical or major event is cleared, Contractor shall send a final notification of resolution. The CA 9-1-1 Branch may review this with the Contractor every month, to determine if notifications need to be adjusted. See SLA Section 22.Other Event Notification