Fault Resolution. 2.1 All correctly reported faults will be responded to within 2 business hours by a Spectrum Internet engineer.
2.2 A service will be considered faulty once Spectrum Internet have completed diagnostics and a fault has been verified.
2.3 Once verified, Spectrum Internet Ltd commit to resolving SLA faults, as defined in 2.2 above, within a further 12 working hours.
2.4 Time calculations for a faulty service (the Outage Period) begin once a service has been confirmed as faulty. The total Outage Period for the service is calculated by the time between a fault being verified and the service being restored, minus:
(a) any time where the issue is with the customer, e.g. awaiting customer response or awaiting customer diagnostic activity
(b) any time awaiting access to the customer premises
(c) any delays caused by third parties, outside of the control of Dotmac Technologies Limited.
Fault Resolution. With Customer’s cooperation, Verizon will clear both logical and physical issues. Verizon may clear the fault condition remotely or by dispatching a technician to Customer’s Site at Verizon’s option.
Fault Resolution. In the event that a defect, fault or impairment in the provision of the services causes an interruption to the provision of the services, and the Customer gives notification to FISL of such defect, fault or impairment, then FISL shall use its reasonable endeavors to resolve that defect, fault or impairment as soon as is reasonably practicable. If FISL determines in its reasonable opinion that any defect fault or impairment results directly or indirectly from; i the negligence, act, omission or default of the Customer ii the Customer's breach of the Agreement iii the operation, failure or malfunction of any network, equipment or software owned or controlled by the Customer iv any third party action in response to an act or omission of the Customer or any person given access to the Service by the Customer then FISL may recover in advance from its Customer all reasonable costs to be incurred by it or on its' behalf in connection with the remedy of such defect, fault or impairment.
Fault Resolution. 9.1. The Customer shall notify Class of any material fault in the Service and Class shall use all reasonable endeavours to remedy the fault as quickly as practicable.
Fault Resolution. 5.1 In the event that a defect, fault or impairment in the provision of the Service(s) causes a Service Interruption and the Customer gives notification to XO Communications of such default, fault or impairment, then XO Communications shall use its best endeavours to resolve that defect, fault or impairment as quickly as is reasonably possible.
5.2 If XO Communications determines in its reasonable opinion that such a defect, fault or impairment results directly or indirectly from: (i) the negligence, act, omission, or default of the customer, (ii) the Customer's breach of this Agreement, or (iii) the operation, failure or malfunction of any network, equipment or software owned or controlled by the Customer (including, without limitation, Customer Equipment) other than Service Equipment, or (iv) any third party action in response to an act or omission of the Customer or any person given access to the Service by the Customer (together "Exempted Failures"), then XO Communications may recover in advance from the Customer all reasonable costs to be incurred by it or on its behalf in connection with the remedy of such defect, fault or impairment.
Fault Resolution. 14.1. The Supplier will make the decision as to the best approach to a Customer IT Network fault or Incident. the Supplier will decide the course of action to be taken and will make all commercial endeavours to resolve the incident in a timely manner and in line with any agreements in the Customer Order form. In some cases, a true fix may not be possible due to time constraints or severity in which case a temporary fix may be put in place until a permanent fix can be implemented.
14.2. Designation of fault Severity level will be decided by the Supplier.
Fault Resolution. 5.1 In the event that a defect, fault or impairment in the provision of the Service(s) causes a Service Interruption and the Customer gives notification to a of such default, fault or impairment, then SLIGHTLY DIFFERENT shall use its best endeavours to resolve that defect, fault or impairment as quickly as is reasonably possible.
5.2 If SLIGHTLY DIFFERENT determines in its reasonable opinion that such a defect, fault or impairment results directly or indirectly from: (i)the negligence, act, omission, or default of the Customer, (ii)the Customer’s breach of this Agreement, or (iii)the operation, failure or malfunction of any network, equipment or software owned or controlled by the Customer, (including, without limitation, Customer Equipment) other than Service Equipment, or (iv)any third party action in response to an act or omission of the Customer or any person given access to the Service by the Customer (together “Exempted Failures”), than SLIGHTLY DIFFERENT may recover in advance from the Customer all reasonable costs to be incurred by it or on its’ behalf in connection with the remedy of such defect, fault or impairment.
Fault Resolution. 2.1. A service is considered defective once Dotmac Technologies completes diagnostics, verifies fault and creates a ticket.
2.2. A Dotmac Technologies engineer will be assigned a ticket for resolution based on the schedule for the day.
2.3. The computation of the outage period commences upon the creation of a fault Ticket and does not include: ● We are waiting for a customer response or a diagnostic activity. ● Time awaiting access to customer premises. ● Third parties outside of Dotmac Technologies' control cause delays.
Fault Resolution. 5.1. In the event that a defect, fault or impairment in the provision of the Service(s) causes a Service Interruption and the Customer gives notification to Comtec of such default, fault or impairment, then Comtec shall use its best endeavours to resolve that defect, fault or impairment as quickly as is reasonably possible.
5.2. If Comtec determines in its reasonable opinion that such a defect, fault or impairment results directly or indirectly from:
(i) the negligence, act, omission, or default of the Customer, or
(ii) the Customer's breach of this Agreement, or
(iii) the operation, failure or malfunction of any network, equipment or software owned or controlled by the Customer (including, without limitation, Customer Equipment) other than Service Equipment provided by Comtec, or
(iv) any third party action in response to an act or omission of the Customer or any person given access to the Service by the Customer (together "Exempted Failures"), then Comtec may recover in advance from the Customer all reasonable costs to be incurred by it or on its’ behalf in connection with the remedy of such defect, fault or impairment.
Fault Resolution. Notification: Global Crossing will call the Customer and assist in troubleshooting following the occurrence of one of the following events: o Customer equipment cannot connect to a conference. o Customer equipment does not transmit video and/or audio. o Customer experiences degradation in video and/or audio signals. • Troubleshooting: Upon the occurrence of one of the events above, Global Crossing will contact Customer to troubleshoot the issue(s). In addition, Customer may contact Global Crossing for assistance in troubleshooting the following issues: o Problems in Initiating or receiving videoconferencing calls o Customer equipment connecting at lower bandwidth then required. • Equipment Reboot: Upon customer request or upon troubleshooting, Global Crossing will remotely reboot the Customer’s equipment (available for Polycom and Tandberg equipment only). • Third party maintenance dispatch: Global Crossing can provide a third party maintenance dispatch service for Customer video equipment covered by an active (current) maintenance agreement with the following third party manufacturers: Polycom, Tandberg, Lifesize and/or Sony. Global Crossing shall diagnose Customer video equipment issues with the Customer, and, upon determination that repair or replacement is required shall contact the third party manufacturer and arrange for that manufacturer to repair or replace the equipment in accordance with the applicable maintenance terms. As a condition of this Service element, Customer must furnish Global Crossing with letter(s) of agency authorizing Global Crossing to act on its behalf as and where necessary to liaise with Polycom, Xxxxxxxx and/or Sony, as applicable.
