DTTR Service Level. Subject to the limitations, conditions and exclusions described in this Clause 1.5 and in Clause 1.7 (Conditions and Exclusions), Orange will either fix or replace the faulty Orange-Managed Router that caused an Outage, within the applicable Device-Time-To-Repair Service Level indicated in a Table 3 (GTTR and DTTR Service Levels for Regions A, B, C, D & E Locations†) of Exhibit A to this Service Level Agreement. The Orange-Managed Router is considered fixed or replaced when the GCSC closes the Incident Report in the Incident case management system after notifying Customer that the Service is restored; however, the GCSC will keep the Incident Report open if Customer informs the GCSC that the VMS Internet is still out of service. Orange will report the achievement or non-achievement of the DTTR Service Level on a Monthly basis. If the actual repair time exceeds the applicable DTTR Service Level, then Customer will receive a cumulative maximum credit equal to 10% of the Monthly Recurring Charge for the Location where the Outage occurred; provided, however,
1. The DTTR Service Level only applies if all of the following conditions are satisfied:
(a) The Outage was reported by Customer to the GCSC or detected by the Automation;
(b) The Outage, as verified by GCSC, was caused by a fault in the Orange-Managed Router;
(c) Customer gives Orange all information reasonably required to restore the VMS Internet, and gives Orange remote and physical access to the Orange-Managed Router; and
(d) Customer ordered the Service Optimize feature of the Service Management in respect to the VMS Internet.
DTTR Service Level. Subject to the limitations, conditions and exclusions described in this Clause 1.5 and in Clause 1.7 (Conditions and Exclusions), Orange will either fix or replace the faulty Orange-Managed CE Router that caused an Outage within the applicable Device-Time-To-Repair Service Level indicated in a Table 3 (GTTR and DTTR Service Levels for Regions A, B, C, D & E Internet Essentials) of Exhibit A (Tables) to this Service Level Agreement. The Orange-Managed CE Router is considered fixed or replaced when the GCSC closes the Incident Report in the Incident case management system after notifying Customer that the Service is restored; however, the GCSC will keep the Incident Report open if Customer informs the GCSC that the Internet Essential is still out of service. Orange will report the achievement or non-achievement of the DTTR Service Level on a Monthly basis.
1. The DTTR Service Level only applies if all of the following conditions are satisfied:
(a) Customer reported the Outage to the GCSC, or the Automation detected the Outage;
(b) The Outage, as verified by GCSC, was caused by a fault in the Orange-Managed CE Router; and
(c) Customer gives all information reasonably required by Orange to restore the Internet Essential and gives Orange remote and physical access to the Orange-Managed CE Router.
DTTR Service Level. The DTTR Service Levels only apply to the Full Orange Service with VMI Access Only Architecture and the Flexible SD-WAN Overlay-only Service Architecture. There are no DTTR Service Levels for the Full Orange Service with Orange MPLS Architecture. Subject to the limitations, conditions and exclusions described in Clause 1.5.2 (DTTR Limitations) and Clause 1.7 (Conditions and Exclusions), Orange will either fix or replace the faulty Edge Router that caused the Outage in accordance with the applicable DTTR Service Level provided in Table 4 (Time- to-Repair Service Levels for Regions A, B, C, D & E Locations†) in Exhibit A to this SLA. Orange will repair the faulty Edge Router during its regular maintenance service hours in the country where the Location is situated. If Orange does not have 24x7 maintenance service hours in the country, then the calculation of the actual time-to-repair will stop at the end of each day’s regular maintenance hours and will resume at the start of the next regular maintenance hours. Orange will report the achievement or non-achievement of the DTTR Service Levels on a Monthly basis. The time to repair starts when the GCSC creates the Incident Report for the faulty Edge Router. The Edge Router is considered fixed or replaced when the GCSC closes the Incident Report in the Incident case management system after informing Customer of such event; however, the GCSC will keep Incident Report open if Customer informs the GCSC that Service is still out of service. If the actual time-to-repair exceeds DTTR Service Level time, then Customer will receive a cumulative maximum credit equal to 10% of the Monthly Recurring Charges for the affected Service at the Location where the Outage occurred; provided, however, if Customer is entitled to receive any Service Level credit under Clause 1.3.1 (Site Availability) or Clause 1.3.2 (Site Device Availability) in connection with the same Outage, then Customer will only receive the greater of the credits due and owing to Customer under Clause 1.3.1, Clause 1.3.2, or this Clause 1.5. For clarity, in no event will Customer be entitled to receive concurrent Service Level credits under Clause 1.3.1, Clause 1.3.2, Clause 1.3.3, and this Clause 1.5.1.
