Availability SLA. For purpose of the Availability SLA, the duration of a Service Outage shall be deemed to commence upon the opening of a Verifiable Trouble Ticket by LightEdge Technical Support, in response to the Customer request, and ends when the Service Outage ends. Trouble tickets, where the Service Outage cannot be verified with LightEdge's standard diagnostic procedures, do not count towards the Availability SLA.
Appears in 17 contracts
Samples: Access T1 Service Agreement, Switched Long Distance Service Agreement, Metro Ethernet Service Agreement
