Service Level Measurement. Service Levels are based on a trouble ticketing system. Customer must report an Incident with the designated GCSC, and the GCSC registers and provides Customer with a trouble ticket number. Unless otherwise specified, the Service Level starts when the GCSC opens a case relating to a Severity Level 1 or 2 Incident, and ends when the GCSC clears the case by notifying Customer that the Incident is resolved. The Service Level will be suspended during the time Orange is waiting for information from the Customer.
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