Fault Reporting. 5.1 We are responsible for correcting faults in supplying the Voice Services. You must provide all necessary assistance to enable us to locate and repair any fault which is our responsibility.
5.2 We are not responsible for any fault which is on your side of the network termination point, except in relation to Purchase Equipment, or Other Equipment that we are maintaining.
5.3 We are not responsible for any fault which is within the network of a Supplier. However, we will notify that Supplier of the fault and request that the fault be corrected promptly.
Fault Reporting. 26.1 We will provide a 7 day fault reporting service. You should notify any faults regarding your Voice Services to our faults team, or the contact number for which is located on your invoice at our website
Fault Reporting. If you become aware of any fault in the Service (for example, you are disconnected during a call, experience a bad line call, or the Service is unavailable for use), hang up from the call immediately and report the fault to us by telephoning or emailing a Customer Service Representative.
Fault Reporting. Customers must report any faults in accordance with ‘Section 2 – Reporting a fault’ in the Ethernet completion document (Voip Unlimited’s service handover document). Upon successful submission of a fault ticket the Company will assign a specific priority which is done so at the Company’s discretion and can be subject to change based on new information received. Priority 1 (Total Outage) For incidents where the issue has existed for five minutes or more before incident logging and is limited to the following: - Total loss of an Ethernet Service (which is defined as no transmission of signals in one or both directions); or Available throughput <10% or predicted Service Bandwidth; or Latency is >100ms; or } across Voip Unlimited’s Packet loss is greater than 5% } network only Priority 2 (Severe Intermittence) Intermittent connectivity of a single site that has high degree of Ethernet impact – where the intermittence can be demonstrated repeatedly within an hour interval Priority 3 (Degradation) Intermittent connectivity of a single site that has low Ethernet impact – where the intermittence cannot be demonstrated repeatedly within an hour interval Bandwidth throughput or other material quality of Ethernet service issues Priority 4 (Query) End user application performance issues across a particular Ethernet service
Fault Reporting. Resellers must report any faults in accordance with Section 2 – Reporting a fault in the Wideband Provisioning completion document. Upon successful submission of a fault ticket the Company will assign a specific priority which is done so at the Company’s discretion and can be subject to change based on new information received. Priority 1 (Total Outage) For incidents where the issue has existed for five minutes or more before incident logging and is limited to the following: - Total loss of an Ethernet Service (which is defined as no transmission of signals in one or both directions); or Available throughput <10% or predicted Service Bandwidth; or Latency is >100ms; or Packet loss is greater than 5% Priority 2 (Severe Intermittence) Intermittent connectivity of a single site that has high degree of Ethernet impact – where the intermittence can be demonstrated repeatedly within an hour interval Priority 3 (Degradation) Intermittent connectivity of a single site that has low Ethernet impact – where the intermittence cannot be demonstrated repeatedly within an hour interval Bandwidth throughput or other material quality of Ethernet service issues Priority 4 (Query) End user application performance issues across a particular Ethernet service
Fault Reporting. 5.1. The RL shall report all faults by filling in the form set out in Annex 6 of this Agreement and emailing the same to NLT’s Fault Team at xxxxx@xxxxxxxxxx.xxx. The RL must then follow up with a telephone call to Fault Team at telephone no. .
5.2. Upon receipt of a fault report from the RL in accordance with paragraph 5.1 above, NLT shall investigate the cause of the fault and shall provide update to RL on the status of the fault rectification.
5.3. The process for fault investigation shall be as follows:
(a) For each of the three (3) wavelengths of 1310nm, 1490 nm and 1550nm where applicable, the optical power shall be measured in accordance with paragraph 3.13 above, and
(b) If the power loss does not exceed the limit specified in paragraph 3.14 above, then the following steps shall be carried out before a finding of “no fault found” will be recorded:
i. Determine that the patching at the respective FTTB nodes and the patch cords are properly installed;
ii. Determine that there is no macro bending that produces high loss; and
iii. Determine that there is no dirty/damaged connector.
5.4. The calculation of the total time taken for the investigation to be completed will exclude the period during which NLT is not able to obtain permission to access or work in a Building due to the Building being inaccessible.
5.5. If, following the investigation, NLT determines that:
(a) There is no fault in NLT’s Network; or
(b) The fault resides in NLT’s Network and such fault is not evidently caused by NLT or its contractors or NLT’s Network or equipment, then, upon completion of the fault investigation by NLT, NLT shall charge the RL the fault investigation charge specified in Annex 3 of this Agreement.
Fault Reporting. The Client shall establish and maintain such fault reporting organization, hereinafter referred to as the" Centre”, as shall be agreed with the Contractor. The center shall notify the Contractor by telephone that a fault exists and confirm by E- mail.
Fault Reporting. 1.1 Each Party shall maintain its own fault reporting point (“Fault Contact Point”) which shall be responsible for handling the faults between Networks, coordinating the fault clearance (including escalations) within its own Network and subsequently reporting the clearance of the fault to the other Party. Fault Contact Points shall be notified to each other in terms of Attachment C8 as an obligation. The Fault Contact Points shall remain available for twenty- four (24) hours.
1.2 In case a fault related to Interconnection is observed by any one of the Parties, such Party is obliged to inform the Fault Contact Point of the other Party as soon as is reasonably practical by phone followed by a fax/email in the form set out in Attachment C9, which shall also be copied to the Nominated Representative of the other Party.
1.3 The Parties shall co-operate in good faith during troubleshooting and follow up actions, and keep each other informed on the status of the progress of the fault clearance in a timely manner.
1.4 Prior to activating the fault handling procedures, the Party reporting the fault (“Reporting Party”) must reasonably establish that a genuine fault exists and also that every effort has been made to prove that the fault is not within the Reporting Party’s side of the POI.
Fault Reporting. 3.1 The Supplier shall during the Term operate a fault reporting service for the purpose of enabling S4C to report any Fault by telephoning [ ] during Business Hours (the "Hotline”), with subsequent email confirmation to [ ].
3.2 The Supplier shall ensure that the Hotline is sufficiently resourced by properly trained personnel to comply with its obligations under this SLA.
3.3 To enable the Supplier to properly assess and diagnose the Fault and assign a Priority Level, each such Fault Report shall include:
3.3.1 a name, email address and telephone number of S4C’s point of contact reporting the Fault;
3.3.3 a full description and details of the nature of the Fault; and
Fault Reporting. 5.1. The RL shall report all faults by filling in the form set out in Annex 7 of this Agreement and emailing the same to NLT’s Fault Team at xxxxx@xxxxxxxxxx.xxx. The RL must then follow up with a telephone call to Fault Team at telephone no. 0000 0000.
5.2. Upon receipt of a fault report from the RL in accordance with paragraph 5.1 above, NLT shall investigate the cause of the fault and shall provide periodic updates to RL on the status of the fault rectification.
5.3. The calculation of the total time taken for the investigation to be completed will exclude the period during which NLT is not able to obtain permission to access or work in a Building or NBAP due to the Building or NBAP being inaccessible.
5.4. If, following the investigation, NLT determines that:
(a) There is no fault in NLT’s Network; or
(b) The fault resides in NLT’s Network and such fault is not evidently caused by NLT or its contractors or NLT’s Network or equipment, then, upon completion of the fault investigation by NLT, NLT shall charge the RL the fault investigation charge specified in Annex 6 of this Agreement.
