Service Assurance Sample Clauses

Service Assurance. 4.2.15.1 Service Providers are to provide Estate Services to the professional standards expected in Clause 9 of Schedule 2A. Clients may require the provision of independent assurance or ‘second opinions’ on any of the Services under this Agreement which may be being provided by another Service Provider. This could include performance measurement through Client Satisfaction Indicator’s and the setting/agreement of targets for incentivisation.

Service Assurance. SELLER will be responsible for: (a) managing the service assurance; (b) receiving and handling fault reports from BUYER; (c) repairing the fault in the part of the network which is under SELLER's control; and (d) updating trouble ticket on fault progress. SELLER shall promptly handle reasonable complaints from BUYER. In the event of delay, BUYER shall be provided a notice in writing or via telephone of the reason for delay and when the issue will be resolved.

Service Assurance a. Minor faults:- Penalty shall be levied per day on each item, if the equipment is not set right for minor faults within 3 hours. b. Major faults:- Penalty shall be levied per day on each item, if the equipment is not set right for within 2 days inclusive of the day of complaint registered with the engineer in the complaint register. c. All the repairs and servicing of equipment shall be carried out on site at the place where it is located. d. In exceptional circumstances where the equipment/s /component/s is/are to be taken to company’s premises/ service centre for repairs, standby arrangements will be made. The equipment being taken to the workshop for repair would be at company’s own risk and expenses. e. At any given point there would be a stock of at least 5 spare keyboards and mouse of a branded company maintained at FCI by the vendor. f. Any damage or loss caused to the computer(s), Laptop(s), Printer(s), Server(s), Scanner(s) etc or their parts during repair due to negligence, mishandling shall be made good by the company either by payment in cash the prevailing market price of that items or by a new one (from OEM) of the same make and specifications. g. All parts fo carrying out the AMC shall be procured from a Master Parts Reseller/s of OEM Company. IT Div may ask the short listed Bidder to provide copy of Invoice to ensure that only genuine spare parts are being procured from Master Parts Reseller and not from Grey Market. h. The Tenderer shall be responsible for taking back up data and program available in PC before attending the fault and shall also be responsible for reloading the same. The backup copies are to be returned to the users, under acknowledgement from the user. i. The tenderer shall maintain the equipments and shall use genuine/original components for replacement whenever needed. j. The tenderer shall also be responsible for deployment of necessary staff apart fro Resident Engineers for regular cleaning of all Hardware using suitable cleaning material and equipment. Each equipment under the contract shall be cleaned once in a quarter on regular basis.

Service Assurance. The Nexxia.Wavelength Select Service is designed in an unprotected architecture, that is, any failure in the Optera LH transport equipment or related DWDM transport network will result in an outage as protection is not available. The user has the flexibility to define his own protection via higher layer devices such as routers, and ATM switches. Customers can achieve protection by procuring an additional circuit at additional cost, as this service does not provide protection switching. The following chart outlines the Service Level Objectives/Agreements (SLOs/SLAs) for the Bell Nexxis.Wavelength Select service: Nexxia PoP to Nexxia PoP All Others MTTRepair MTTR is measured from the time the customer report is received by the BCE/▇▇▇▇ Nexxia HelpDesk until the service is accepted by the customer as restored. SLA: 12 hours SLO: 12 hours Network Availability (%) The Network Availability measurement is equal to the total number of minutes in a calendar month during where by network components are available divided by the total number of possible minutes available in a calendar month (Service Availability Timer) and expressed as a percentage. Network Availability time is SLA: 99.95% SLO: 99.95% Maintenance When maintenance occurs, BCE/▇▇▇▇ Nexxia will advise the customer on a best efforts basis – 48 hours in advance. * The formula for calculating availability or Up Time is as follows: %availability = (TT – TUT) x 100% Where: TT =(total time in hours during the assessment period, i.e., 1-month or 720 hours) TUT =(Total Unavailable Time) is the sum of all the Unavailable Time (UT) occurrences (in hours) during the assessment period TT. Outages attributable to scheduled maintenance are excluded from the performance objective stated above. Credits shall not be granted if an outage of any ON-Net circuit is due to (i) and outage or other defect occurring in Customer’s Interconnection Facilities; or (ii) the result of a Force Majeure. All MTTR credits shall be credited on the next monthly invoice for the affected Facility after receipt of Customer’s request for credit. The total of all MTTR Credits applicable to or accruing in any given month shall not exceed the amount payable by Customer to Bell Nexxia for that same month for such facility. If Customer receives an MTTR Credit for a circuit in a particular Calendar Month, Customer is not entitled to any other credits described in this Service Exhibit for that circuit in that Calendar Month. MTTRepair is only applicab...

Service Assurance. Sprint will: A. Provide a 24/7/365 Tier 2 Help Desk (via a toll free number) to support the Service. Sprint‟s help desk will answer calls from Customer‟s telecom manager/designee and address issues within Sprint and its suppliers as needed to resolve the Service-related network specific issues. B. Maintain quality of service by performing preventative maintenance and software updates to Sprint‟s network. C. Perform scheduled network maintenance for functions such as hardware and software upgrades and network optimization at times that are anticipated to minimize disruption of Customer‟s Service. Sprint will use commercially reasonable efforts to provide advance notice of all scheduled maintenance. D. Perform Demand Maintenance at its discretion. As used in this Attachment, “Demand Maintenance” means maintenance that is required due to unanticipated events or when Service elements are in jeopardy. Due to the nature of Demand Maintenance, prior notification may not be possible; however, Sprint will inform Customer when maintenance is complete. E. Work with Customer to resolve the Service-related network issues. In the event that Sprint‟s resolution of network issues does not resolve Customer‟s service issues, and all known Sprint network issues are cleared, Sprint will notify Customer that it must resolve any remaining non-Sprint issue to restore service. Sprint may be willing to assist Customer in resolving non-Sprint related issues on a time and materials cost basis per the Customer Trouble Assistance Charges section of the service agreement. Sprint will work all issues to resolution or to Customer‟s reasonable satisfaction.

Service Assurance a) If the Service or Product experiences a fault, it is your responsibility to perform all reasonable troubleshooting to ensure that the fault is not caused by your equipment or configuration. b) If the fault is determined to have occurred because of your equipment, configuration, or another element outside of Titan Telecom’s responsibilities, we reserve the right to pass on our costs incurred in restoring, remediating, or otherwise fixing the Service or Product. i. For the purposes of clarity, this does not include faults in the network of a third party used by Titan Telecoms in the delivery of your service. c) You must report faults to our network operations centre or other escalation point in accordance with the Escalation Matrix. d) If the Services provided to you do not meet the service levels set out in the Service Level Agreement, you will be eligible for the rebate set out in the Service Level Agreement. e) The assessable rebate period for the purpose of calculating the Service Level Agreement rebate is measured from when you first raised the fault to us until the fault is restored, regardless of whether we advise you of restoration or not. f) The rebate is your sole remedy if we do not meet the service levels outlined in the Service Level Agreement.

Service Assurance. Consultant assures that all services performed hereunder will be performed in a manner that complies with all applicable laws, statutes, regulations, ordinances, and professional standards.

Service Assurance. The application of policies and processes to ensure that services offered meet a pre-defined service quality and performance level. In the ▇▇▇▇▇, those levels will relate to the deployment of load control events to the CSPs and Load Providers.

Service Assurance. Customer will: A. Be responsible for providing all maintenance, management and monitoring on Customer-owned equipment for the Term of the Agreement. B. Provide initial triage and fault isolation within the Customer designated demarcation device and WAN infrastructure prior to contacting Sprint‟s designated Tier 2 Help Desk. Customer‟s Tier 1 Help Desk will be responsible for communicating all service-affecting outages to Sprint‟s Tier 2 Help Desk.