Fault Isolation. Rogers will employ the following procedure when isolating faults. Each step will be completed fully before proceeding to the subsequent steps.
i. Analyze and isolate faults on Rogers’ network components.
ii. Analyze and isolate faults on network components supplied by other ILECs and CLECs.
iii. Analyze and isolate faults on network accesses supplied by other ILECs and CLECs. The Customer may be asked by Rogers to provide basic technical information to assist with Fault Isolation. Basic technical information may include visual inspections of CE router to ascertain light indicator status, physical cable connectivity, switch positions, and power availability. Where there are hardware or services that were not purchased through Rogers, the Customer will be responsible for managing and coordinating fault isolation with the applicable vendors. Rogers will work with the Customer and/or the Customer’s other vendors to fully isolate the problem.
Fault Isolation. 17.1 The FA Case fault isolation phase will include the following actions (“Fault Isolation”): · Create and execute a customized investigation plan for the purpose of identifying the reason why the failure occurred. · Capture and log all lessons learned and knowledge gained in a structure that will add value to future FA Cases by creating a clear and concise knowledge base. · Identify known issues to prevent redundancy of work, and associate and coordinate work on similar active FA Cases.
17.2 If at any time during Fault Isolation it is determined that the FA Case under investigation is a known failure, refer to Section “Associating FA Cases.”
17.3 The Fault Isolation results for each FA Case must be logged with the FA Case within the time specified in Section “Priority Service Levels.”
Fault Isolation. Rogers will employ the following procedure when isolating faults. Each step will be completed fully before proceeding to the subsequent steps.
i) Analyze and isolate faults on Rogers’ network components.
ii) Analyze and isolate faults on network components supplied by other ILECs and CLECs.
iii) Analyze and isolate faults on network accesses supplied by other ILECs and CLECs. Fault Management of your CE router is contingent upon the following conditions:
i) Rogers must configure, or approve the configuration of, the CE router.
ii) Rogers will password-protect all CE router configurations. Only Rogers will have access to the CE router to implement configuration changes.
