Fault Response. 7.5.1 During the staffed hours of the NMC. The NMC shall undertake an initial investigation and where appropriate ask the engineer(s) at work or on-call to verify the existence of a fault. Once a fault has been identified, it is addressed and processed in line with the procedure outlined in Section 7.3. Outside of the engineer's normal working hours, if necessary the NMC will alert the on-call engineer(s) to attend the fault(s).
7.5.2 Outside the staffed hours of the NMC. The scheduled on-call engineer shall undertake an initial investigation and verify the existence of a fault. Once a fault has been identified, it is addressed and the relevant information communicated to the NMC the following morning for processing as per Section 7.3.
7.5.3 In the event that any level fault cannot be resolved by remote control a Service Provider engineer (subject to Sub Sections 7.5.5, 7.5.6, 7.5.7 and 7.5.8 below) shall attend the site of the fault within the "Maximum Response Time" as detailed in Table 1.
7.5.4 For the purposes of this Agreement, "Maximum Response Time" shall mean the time between the Service Provider first becoming aware of a Level 1, Level 2 or Level 3 fault at a site, either through its own monitoring or by a confirmed report from the Client and the arrival at the site of suitably trained and skilled personnel to investigate and seek to remedy such fault, or the resolution of the fault by other means. This is the maximum response time and the Service Provider would expect to, and endeavour to, attend all faults substantially inside this maximum.
7.5.5 For Level 1 faults, when site attendance is required, and when it is not possible for an engineer to attend site where the fault is located at or before 23:30 from Monday to Sunday an engineer will attend the following day, at or before 06:30 on Monday to Friday and at or before 08:00 on Saturday and Sunday.
7.5.6 For Level 2 faults, when site attendance is required, when it is not possible for an engineer to attend site where the fault is located at or before 23:30 from Monday to Sunday an engineer will attend the following day, at or before 08:00 Monday to Sunday.
7.5.7 For Level 3 faults, when site attendance is required, during the periods 08:00 to 18:45 on each of the seven days of each week of the year, when it is not possible for an engineer to attend the site where the fault is located at or before 18:45 an engineer will attend at or before 08:00 the following day.
7.5.8 Level 4 faults will be a...
Fault Response. 7.5.1 During the staffed hours of the NMC. The NMC shall undertake an initial investigation and where appropriate ask the engineer(s) at work or on-call to verify the existence of a fault. Once a fault has been identified, it is addressed and processed in line with the procedure outlined in Section 7.3. Outside of the engineer's normal working hours, if necessary the NMC will alert the on-call engineer(s) to attend the fault(s).
7.5.2 Outside the staffed hours of the NMC. The scheduled on-call engineer shall undertake an initial investigation and verify the existence of a fault. Once a fault has been identified, it is addressed and the relevant information communicated to the NMC the following morning for processing as per Section 7.3.
Fault Response. During the staffed hours of the NMC, the NMC shall undertake an initial investigation and where appropriate ask the engineer(s) at work or on-call to verify the existence of a fault. Once a fault has been identified, it is addressed and processed in line with the procedure outlined above. Outside of the engineer's normal working hours, if necessary the NMC will alert the on-call engineer(s) to attend the fault(s). Outside the staffed hours of the NMC the scheduled on-call engineer will be alerted to all relevant alarms raised by the Service Providers SCADA / automated alarm system. Where the Service Provider attends a Client reported fault which subsequently is found to result from defects, faults or failures in the equipment or services provided or operated by, or on behalf of, the Client, then the Service Provider shall be entitled to levy additional fees for such work at a daily Engineering rate.
Fault Response. 6.1. There is no fault response option for the Calls Only Service.
6.2. Any faults or any nuisance calls should be reported to the fixed line provider.
Fault Response. (a) During the staffed hours of the NMC. The NMC shall undertake an initial investigation and where appropriate ask the engineer(s) at work or on-call to verify the existence of a fault. Once a fault has been identified, it is addressed and processed in line with the procedure outlined in Clause 7.4. Outside of the engineer’s normal working hours, if necessary the NMC will alert the on-call engineer(s) to attend the fault(s).
(b) Outside the staffed hours of the NMC. The scheduled on-call engineer shall undertake an initial investigation and verify the existence of a fault. Once a fault has been identified, it is addressed and the relevant information communicated to the NMC the following morning for processing as per Clause Section 7.3.
(c) In the event that any level fault cannot be resolved by remote control a Network Operator engineer (subject to Sub Sections 7.6(e), 7.6(f), 7.6(g) and 7.6(h) below) shall attend the site of the fault within the “Maximum Response Time” as detailed in Table 1.
(d) For the purposes of this Agreement, “Maximum Response Time” shall mean the time between the Network Operator first becoming aware of a Xxxxx 0, Xxxxx 0 or Level 3 fault at a site, either through its own monitoring or by a confirmed report from the Client, and/or a party nominated by the Client, and the arrival at the site of suitably trained and skilled personnel to investigate and seek to remedy such fault, or the resolution of the fault by other means. This is the maximum response time and the Network Operator would expect to, and endeavour to, attend all faults substantially inside this maximum.
Fault Response. During the staffed hours of the NMC, the NMC shall undertake an initial investigation and where appropriate ask the engineer(s) at work or on-call to verify the existence of a fault. Once a fault has been identified, it is addressed and processed in line with the procedure outlined above. Outside of the engineer's normal working hours, if necessary the NMC will alert the on-call engineer(s) to attend the fault(s). Outside the staffed hours of the NMC the scheduled on-call engineer will be alerted to all relevant alarms raised by the Network Operators SCADA / automated alarm system. Where the Service Provider attends a Client reported fault which subsequently is found to result from defects, faults or failures in the equipment or services provided or operated by, or on behalf of, the Client, then the Service Provider shall be entitled to levy additional fees for such work at a daily Engineering rate.
5.4 Routine Meetings A general review meeting will be held every 12 months between nominated representatives from the Client and the Service Provider (nominated representatives will be identified by the Client and the Service Provider in Table 2). The function of these meetings will be to: • To review the System performance in the previous period. • To discuss and resolve any outstanding issues arising. • To address any upcoming requirements. • Update personnel/contact changes or other changes in o Appendix A, B & C
5.5 Documentation – records. The Service Provider shall make sure that it keeps accurate, complete and up to date records for the term of this Agreement and for 3 years after its expiry or termination. The Service Provider shall retain the information required to evidence compliance with its obligations under this Agreement.
Fault Response. 7.5.1 The NMC shall undertake an initial investigation and where appropriate ask the engineer(s) at work. Once a fault has been identified, it is addressed and processed in line with the procedure outlined in Section 7.3.
7.5.2 Outside the staffed hours of the NMC faults and calls are recorded and dealt with during staffed hours of the NMC in accordance with 7.5.1.
7.5.3 In the event that a fault cannot be resolved by remote control a Service Provider engineer shall attend the site of the fault within the "Maximum Response Time" as detailed in Table 1. .
7.5.4 For the purposes of this Agreement, "Maximum Response Time" shall mean the time between the Service Provider first becoming aware of a fault at a site, either through its own monitoring or by a confirmed report from the Client and the arrival at the site of suitably trained and skilled personnel to investigate and seek to remedy such fault, or the resolution of the fault by other means. This is the maximum response time and the Service Provider would expect to, and endeavour to, attend all faults substantially inside this maximum.
7.5.5 Faults will be addressed during normal working hours, 08:00 to 18:45 Monday to Friday.
7.5.6 During the staffed hours of the NMC. The NMC shall notify the Client by email of all fault incidents and keep the Client updated before seven days and then monthly by report.
Fault Response. 9.1 O2 shall provide fault response in accordance with the following fault response care options. Unless otherwise agreed by the parties, the default fault response care option set out in the relevant Service Schedule will apply: The working hours for this fault response level are 8.00am to 5.00pm on Working Days. Faults may nevertheless be reported 24 hours a day, 7 days a week (including public and bank holidays). Where a fault is reported outside of the working hours for this fault response level, the fault will be treated as if it has been reported at 8.00am on the next Working Day. Work will only be carried out during the working hours for this fault response level. The working hours for this fault response level are 8.00am to 5.00pm on Monday to Saturday (excluding public and bank holidays). Faults may nevertheless be reported 24 hours a day, 7 days a week (including public and bank holidays). Where a fault is reported outside of the working hours for this fault response level, the fault will be treated as if it has been reported at 8.00am on the next day (excluding Sundays, public and bank holidays). Work will normally only be carried out during the working hours for this fault response level.
Fault Response. 9.1 Unless provided otherwise in a Service Schedule, O2 shall provide fault response in accordance with the following fault response options:
Fault Response. 11.1 Clause 8 of the Fixed Terms will not apply to the Boostbox Ser- vice. Company shall provide fault response during the Working Hours. Where a fault is reported outside of the Working Hours, the fault will be treated as if it had been reported at 8.00am on the next Working Day. Work will only be carried out during the Working Hours.
