Service Level AgreementsService Level Agreement • August 31st, 2021
Line Item Stop Clock Condition (SCC) SCC Definition 1 END-USER REQUEST Periods when a restoration or testing effort is delayed at the specific request of the End-User. The SCC shall exist during the period the Contractor was delayed, provided that the End- User’s request is documented and time stamped in the Contractor’s trouble ticket or Service Request system and shows efforts are made tocontact the End-User during the applicable Stop Clock period. 2 OBSERVATION Time after a service has been restored but End- User request ticket is kept open for observation. If the service is later determined by the End-User to not have been restored, the Stop Clock shallcontinue until the time the End-User notifies the Contractor that the Service has not been restored. 3 END-USER NOT AVAILABLE Time after a service has been restored but End- User is not available to verify that the Service is working. If the service is later determined by the End-User to not have been restored, the Stop Clock shall
Service Level Agreements Category 29 – Converged VoIPService Level Agreement • June 28th, 2021
Only the following conditions shall be allowed to stop the duration of the Service Level Agreements. The Contractor shall document durations using the Stop Clock Condition (SCC) listed in Table 29.4.7.a, which must include start and stop time stamps in the Contractor’s Trouble Ticket Reporting Tool (SOW Business Requirements Section G.10.4) or Customer provisioning Service Request for each application of an SCC.