RESPONSE TIME AND TROUBLE REPORTING. The CONTRACTOR shall provide a centralized trouble reporting and maintenance system that is manned 24 hours a day, seven days a week. Upon notification via the web or by phone, the CONTRACTOR will respond within two (2) hours and repair the services provided hereunder within four (4) hours of notification. A verbal report of trouble clearance will be furnished to the State employee who reported the trouble within one (1) hour of trouble clearance. A copy of the written trouble ticket will also be provided to OIR, upon requested. The report should provide notice that a correction of the problem has occurred. If correction has not occurred within four (4) hours, a report will be provided showing the plan to correct the problem including a projected correction time. The centralized trouble reporting center should provide notification to OIR's Network Control Center immediately after any occurrence of a service affecting network failure condition when OIR has not previously reported such failure. For trouble isolation involving multiple interfaces between the IXC and LEC equipment where no particular fault can be determined to be a specific vendor issue prior to repair, the CONTRACTOR shall resolve the problem without charges to the State.
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Sources: Telecommunications, Telecommunications