Common use of Availability and MTTR Clause in Contracts

Availability and MTTR. In order for an outage to qualify for an SLA credit, Customer must perform the following tasks:  Open a Trouble Ticket within 72 hours of the time the hard outage occurs. ● Customer submits an SLA credit request to Verizon within 30 days of the closing of the trouble ticket. The credit request may be submitted in writing to Customer’s account team or via the Verizon Enterprise Center portal. The credit request must contain the following information: o The date the outage occurred. o The time the outage began and ended. o The circuit ID(s) for each affected connection.

Availability and MTTR. In order for an outage to qualify for an SLA credit, Customer must perform the following tasks:  ∙ Open a Trouble Ticket within 72 hours of the time the hard outage occurs. ● Customer submits an SLA credit request to Verizon within 30 days of the closing of the trouble ticket. The credit request may be submitted in writing to Customer’s account team or via the Verizon Enterprise Center portal. The credit request must contain the following information: o The date the outage occurred. o The time the outage began and ended. o The circuit ID(s) for each affected connection.