Customer Circuit Repair Time. Where a circuit from the customer premises to the Vaioni point of presence was ordered by Vaioni, we will offer a 5 hour return to service guarantee 24/7 for Fibre, 7 hour return to service guarantee 24/7 for copper EFM, 7 hour return to service guarantee 24/7 for GEA-FTTC and 20 hour return to service guarantee 24/7 for GEA-FTTP, regardless of the provision by a third-party (e.g. BT), in the event of a circuit failure. The SLA clock will only commence at the point that Vaioni determines that the issue is confirmed by Vaioni support engineers as a Vaioni or 3rd party supplier circuit problem and not from the time the fault is reported by the customer. Vaioni would expect that the customer has fully performed and undertaken network and circuit diagnostic checks and verified that the issues are due to the Vaioni or the 3rd party supplier’s network, before a fault is raised to Vaioni support. This guarantee excludes problems caused by power disruption at the customer premises or the customer CPE and associated cabling. This clause does NOT apply to transit customers. To claim if we fail to meet this guarantee, the following must be submitted to Vaioni: • The Vaioni customer fault reference • The time of the first contact with Vaioni.
Customer Circuit Repair Time. Where a circuit from the customer premises to the Vaioni point of presence was ordered by Vaioni, we will offer a back to back Circuit Repair Time that of the Operator or OLO used. This SLA can vary from Operator to Operator, but is on average the RTT is 6-hours. This guarantee excludes problems caused by power disruption at the customer premises or the customer CPE and associated cabling. This clause does NOT apply to transit customers. This clause does NOT apply to transit customers, customers with circuit backup services such as ISDN/ADSL or alternate/bonded leased lines or where customer premises hardware is not the responsibility of Vaioni. To claim if we fail to meet this guarantee, the following must be submitted to Vaioni: • The Vaioni customer fault reference. • The time of the first contact with Vaioni.
Customer Circuit Repair Time. The timing of Response and Resolution times will depend on the level of support service provided by Xxxxx: Where the service is monitored and managed by Xxxxx, the timing of Response and Resolution will commence from the point that an issue is identified by the customer and a ticket is raised by them with Xxxxx. Where the service is managed but not monitored by Xxxxx, the timing of Response and Resolution will commence from the point that the fault is reported by the Customer to Xxxxx and Xxxxx raise the issue with a ticket to the service provider. Where the service is neither monitored nor managed by Xxxxx, the timing of Response and Resolution will commence from the point that Xxxxx support engineers confirm the issue as relating to an Xxxxx or 3rd party supplier circuit problem and not from the time the fault is reported by the Customer. Xxxxx would expect that the Customer has fully performed and undertaken network and circuit diagnostic checks and verified that the issues are due to the Xxxxx or the 3rd party supplier’s network, before a fault is raised to Xxxxx support. Performance SLA’s See clauses 2.5.1.1 to 2.5.1.3 for commencement of SLA performance times. Standard Service Targets/SLA Priority Description Response Time Target Resolution Time KPI Target 1 Major service outage on Xxxxx supplier network or service providers distribution connection. 1 Hour 6 Hours 90% 2 Degraded service or partial loss of service including increased latency and circuit unavailability 2 Hours 8 Hours 90% 3 Incident or request for system administration support where a failure workaround is in place 8 Hours 2 Working Days 90% The SLA performance contained in clause 2.6 exclude: incidents caused by power disruption at the Customer premises; or the Customer CPE and associated cabling. In the event Xxxxx fail to meet this guarantee, the following information must be submitted to Xxxxx: The Xxxxx customer helpdesk ticket reference – this can be received by emailing xxxxxxx@xxxxx.xx.xx. A copy of the attached device running configuration clearly showing the issue. A copy of the length of time the issue was observed /monitored for.
Customer Circuit Repair Time. 2.5.1 The timing of Response and Resolution times will depend on the level of support service provided by SPIRE:
Customer Circuit Repair Time. Where a circuit from the customer premises to the Vaioni point of presence was ordered by Vaioni, we will offer a 5 hour return to service guarantee 24/7 for Fibre, 7 hour return to service guarantee 24/7 for copper EFM, 7 hour return to service guarantee 24/7 for GEA-FTTC and 20 hour return to service guarantee 24/7 for GEA-FTTP, regardless of the provision by a third-party (e.g. BT), in the event of a circuit failure. This guarantee excludes problems caused by power disruption at the customer premises or the customer CPE and associated cabling. This clause does NOT apply to transit customers. To claim if we fail to meet this guarantee, the following must be submitted to Vaioni: • The Vaioni customer fault reference. • The time of the first contact with Vaioni. CPE Repair Time Where Vaioni supply, configure and install a Ciena Switch, Juniper/Mikrotik router, we will provide a 5hr fix 24/7 as standard.
