Common use of Faults Clause in Contracts

Faults. 36.1 The LFC is only responsible for faults set out in clause 6 of the General Terms. If the LFC investigates and no fault is found or no fault for which the LFC is responsible is found, the LFC will charge the Service Provider the "no fault found fee" as set out in the Price List. Where the LFC is responsible for the fault, a "no fault found" fee will not be charged. 36.2 It is the Service Provider's responsibility to provide initial fault diagnosis on all faults reported to it by its End Users. (Refer to training documentation supplied by the LFC with their initial training rollout). 36.3 The requirements for this initial fault diagnosis are set out in clause 6 of the General Terms. 36.4 Subject to clause 36.5 the Service Provider must use OSS/BSS for reporting all faults regarding the Central Office and POI Co-location Service. If the Service Provider uses any other method to report a fault, the Service Levels in the Service Level Terms will not apply to that fault. 36.5 Where OSS/BSS is unavailable, the Service Provider must submit fault reports to the LFC by referring to Appendix G (LFC Contact Details) for the appropriate contact person and contact information. The LFC must use all reasonable endeavours to advise Service Providers immediately upon becoming aware that the OSS/BSS is unavailable. 36.6 Once the Service Provider has provided initial fault diagnosis, complied with clause 6 of the General Terms and determined that it requires the LFC's assistance to resolve the fault, the following information is required when reporting a fault: 36.6.1 Confirmation that the initial fault diagnosis has been completed; 36.6.2 Contact name and phone number of the Service Provider staff member logging the fault; 36.6.3 Fault type and description; 36.6.4 Time the fault occurred; 36.6.5 Address and contact details for the site of the fault (where reasonably required); and 36.6.6 Any other relevant information reasonably required. 36.7 If any of the above information (excluding the information referred to in clauses 36.6.1 and 36.6.6) is not provided, the Service Levels in the Service Level Terms will not apply. 36.8 Faults can be logged 24 hours a day, seven days a week. 36.9 Faults that are the LFC's responsibility will be fixed by the LFC representatives during Fault Restoration Hours. If a fault is logged outside of Business hours, it is possible the LFC will only start working on the fault at 7.00am the following day. Extended fault restoration hours apply for enhanced service levels and emergency faults. 36.10 When a fault report is received, the LFC will advise the Service Provider, acknowledging receipt of the fault report. 36.11 All faults will be logged in OSS/BSS and the Service Provider will be given a fault reference number and an expected fault restoration time. The expected fault restoration time will be provided in accordance with the LFC's fault prioritisation systems. 36.12 The LFC will use reasonable endeavours to meet the notified expected fault restoration time as provided in clause 36.11. 36.13 Where the LFC has allocated an expected fault restoration time to a fault and it subsequently becomes apparent that the fault restoration time cannot be met, the LFC will advise the Service Provider of a revised fault restoration time. In that situation the Service Levels in the Service Level Terms will continue to apply to the originally notified expected restoration time, rather than the revised fault restoration time. 36.14 The Service Provider will be able to check the progress of a fault via OSS/BSS. The fault reference number is to be used in all communications regarding the fault. 36.15 If the LFC identifies the need to send a faults contractor, the LFC will update OSS/BSS. 36.16 The Service Provider's helpdesk is responsible for coordinating site access and any required outage window with the End User. 36.17 Once the fault has been resolved, the LFC will notify the Service Provider via OSS/BSS (or other means) that the fault has been resolved, confirm the reference number and, where possible, provide the cause of the fault and any actions taken to reach resolution. 36.18 Emergency faults reported to the LFC outside of the hours of operation set out in clause 36.9 will be treated on a case by case basis. 36.19 In the first instance, the LFC will propose a temporary solution. However, in the absence of a viable temporary solution, the LFC may schedule a callout to respond to faults relating to: 36.19.1 Medical emergencies; 36.19.2 Where the End User provides an essential community service (e.g. police or a doctor's residence); or 36.19.3 Where there is a mass outage that impacts on 200 or more End Users. 36.20 The escalation protocol is provided in Appendix B.

Faults. 36.1 34.1 The LFC is only responsible for faults set out in clause 6 of the Input Services WSA General Terms. If the LFC investigates and no fault is found or no fault for which the LFC is responsible is found, the LFC will charge the Service Provider Access Seeker the "no fault found fee" as set out in the Input Services Price List. Where the LFC is responsible for the fault, a "no fault found" fee will not be charged. 36.2 34.2 It is the Service ProviderAccess Seeker's responsibility to provide initial fault diagnosis on all faults reported to it by its End Users. (Refer to training documentation supplied by the LFC with their initial training rollout). 36.3 34.3 The requirements for this initial fault diagnosis are set out in clause 6 of the Input Services WSA General Terms. 36.4 34.4 Subject to clause 36.5 34.5 the Service Provider Access Seeker must use OSS/BSS for reporting all faults regarding the Input Central Office and POI Co-location Service. If the Service Provider Access Seeker uses any other method to report a fault, the Service Levels in the Service Level Terms will not apply to that fault. 36.5 34.5 Where OSS/BSS is unavailable, the Service Provider Access Seeker must submit fault reports to the LFC by referring to Appendix G (LFC Contact Details) for the appropriate contact person and contact information. The LFC must use all reasonable endeavours to advise Service Providers Access Seekers immediately upon becoming aware that the OSS/BSS is unavailable. 36.6 34.6 Once the Service Provider Access Seeker has provided initial fault diagnosis, complied with clause 6 of the Input Services WSA General Terms and determined that it requires the LFC's assistance to resolve the fault, the following information is required when reporting a fault: 36.6.1 Confirmation 34.6.1 confirmation that the initial fault diagnosis has been completed; 36.6.2 Contact 34.6.2 contact name and phone number of the Service Provider Access Seeker staff member logging the fault; 36.6.3 Fault 34.6.3 fault type and description; 36.6.4 Time 34.6.4 time the fault occurred; 36.6.5 Address 34.6.5 address and contact details for the site of the fault (where reasonably required); and 36.6.6 Any 34.6.6 any other relevant information reasonably required. 36.7 34.7 If any of the above information (excluding the information referred to in clauses 36.6.1 34.6.1 and 36.6.634.6.6) is not provided, the Service Levels in the Service Level Terms will not apply. 36.8 34.8 Faults can be logged 24 hours a day, seven days a week. 36.9 34.9 Faults that are the LFC's responsibility will be fixed by the LFC representatives during Fault Restoration Hours. If a fault is logged outside of Business hours, it is possible the LFC will only start working on the fault at 7.00am the following day. Extended fault restoration hours apply for enhanced service levels and emergency faults. 36.10 34.10 When a fault report is received, the LFC will advise the Service ProviderAccess Seeker, acknowledging receipt of the fault report. 36.11 34.11 All faults will be logged in OSS/BSS and the Service Provider Access Seeker will be given a fault reference number and an expected fault restoration time. The expected fault restoration time will be provided in accordance with the LFC's fault prioritisation systems. 36.12 34.12 The LFC will use reasonable endeavours to meet the notified expected fault restoration time as provided in clause 36.1134.11. 36.13 34.13 Where the LFC has allocated an expected fault restoration time to a fault and it subsequently becomes apparent that the fault restoration time cannot be met, the LFC will advise the Service Provider Access Seeker of a revised fault restoration time. In that situation the Service Levels in the Service Level Terms will continue to apply to the originally notified expected restoration time, rather than the revised fault restoration time. 36.14 34.14 The Service Provider Access Seeker will be able to check the progress of a fault via OSS/BSS. The fault reference number is to be used in all communications regarding the fault. 36.15 34.15 If the LFC identifies the need to send a faults contractor, the LFC will update OSS/BSS. 36.16 34.16 The Service ProviderAccess Xxxxxx's helpdesk is responsible for coordinating site access and any required outage window with the End User. 36.17 34.17 Once the fault has been resolved, the LFC will notify the Service Provider Access Seeker via OSS/BSS (or other means) that the fault has been resolved, confirm the reference number and, where possible, provide the cause of the fault and any actions taken to reach resolution. 36.18 34.18 Emergency faults reported to the LFC outside of the hours of operation set out in clause 36.9 34.9 will be treated on a case by case basis. 36.19 34.19 In the first instance, the LFC will propose a temporary solution. However, in the absence of a viable temporary solution, the LFC may schedule a callout to respond to faults relating to: 36.19.1 Medical emergencies; 36.19.2 Where the End User provides an essential community service (e.g. police or a doctor's residence); or 36.19.3 Where there is a mass outage that impacts on 200 or more End Users. 36.20 The escalation protocol is provided in Appendix B.

Faults. 36.1 34.1 The LFC is only responsible for faults set out in clause 6 of the General Terms. If the LFC investigates and no fault is found or no fault for which the LFC is responsible is found, the LFC will charge the Service Provider the "no fault found fee" as set out in the Price List. Where the LFC is responsible for the fault, a "no fault found" fee will not be charged. 36.2 34.2 It is the Service Provider's responsibility to provide initial fault diagnosis on all faults reported to it by its End Users. (Refer to training documentation supplied by the LFC with their initial training rollout). 36.3 34.3 The requirements for this initial fault diagnosis are set out in clause 6 of the General Terms. 36.4 34.4 Subject to clause 36.5 34.5 the Service Provider must use OSS/BSS for reporting all faults regarding the Input Central Office and POI Co-location Service. If the Service Provider uses any other method to report a fault, the Service Levels in the Service Level Terms will not apply to that fault. 36.5 34.5 Where OSS/BSS is unavailable, the Service Provider must submit fault reports to the LFC by referring to Appendix G (LFC Contact Details) for the appropriate contact person and contact information. The LFC must use all reasonable endeavours to advise Service Providers immediately upon becoming aware that the OSS/BSS is unavailable. 36.6 34.6 Once the Service Provider has provided initial fault diagnosis, complied with clause 6 of the General Terms and determined that it requires the LFC's assistance to resolve the fault, the following information is required when reporting a fault: 36.6.1 34.6.1 Confirmation that the initial fault diagnosis has been completed; 36.6.2 34.6.2 Contact name and phone number of the Service Provider staff member logging the fault; 36.6.3 34.6.3 Fault type and description; 36.6.4 34.6.4 Time the fault occurred; 36.6.5 34.6.5 Address and contact details for the site of the fault (where reasonably required); and 36.6.6 34.6.6 Any other relevant information reasonably required. 36.7 34.7 If any of the above information (excluding the information referred to in clauses 36.6.1 34.6.1 and 36.6.634.6.6) is not provided, the Service Levels in the Service Level Terms will not apply. 36.8 34.8 Faults can be logged 24 hours a day, seven days a week. 36.9 34.9 Faults that are the LFC's responsibility will be fixed by the LFC representatives during Fault Restoration Hours. If a fault is logged outside of Business hours, it is possible the LFC will only start working on the fault at 7.00am the following day. Extended fault restoration hours apply for enhanced service levels and emergency faults. 36.10 34.10 When a fault report is received, the LFC will advise the Service Provider, acknowledging receipt of the fault report. 36.11 34.11 All faults will be logged in OSS/BSS and the Service Provider will be given a fault reference number and an expected fault restoration time. The expected fault restoration time will be provided in accordance with the LFC's fault prioritisation systems. 36.12 34.12 The LFC will use reasonable endeavours to meet the notified expected fault restoration time as provided in clause 36.1134.11. 36.13 34.13 Where the LFC has allocated an expected fault restoration time to a fault and it subsequently becomes apparent that the fault restoration time cannot be met, the LFC will advise the Service Provider of a revised fault restoration time. In that situation the Service Levels in the Service Level Terms will continue to apply to the originally notified expected restoration time, rather than the revised fault restoration time. 36.14 34.14 The Service Provider will be able to check the progress of a fault via OSS/BSS. The fault reference number is to be used in all communications regarding the fault. 36.15 34.15 If the LFC identifies the need to send a faults contractor, the LFC will update OSS/BSS. 36.16 34.16 The Service Provider's helpdesk is responsible for coordinating site access and any required outage window with the End User. 36.17 34.17 Once the fault has been resolved, the LFC will notify the Service Provider via OSS/BSS (or other means) that the fault has been resolved, confirm the reference number and, where possible, provide the cause of the fault and any actions taken to reach resolution. 36.18 34.18 Emergency faults reported to the LFC outside of the hours of operation set out in clause 36.9 34.9 will be treated on a case by case basis. 36.19 34.19 In the first instance, the LFC will propose a temporary solution. However, in the absence of a viable temporary solution, the LFC may schedule a callout to respond to faults relating to: 36.19.1 34.19.1 Medical emergencies; 36.19.2 34.19.2 Where the End User provides an essential community service (e.g. police or a doctor's residence); or 36.19.3 34.19.3 Where there is a mass outage that impacts on 200 or more End Users. 36.20 34.20 The escalation protocol is provided in Appendix B.

Faults. 36.1 The LFC is only responsible for faults set out in clause 6 of the General Terms. If the LFC investigates and no fault is found or no fault for which the LFC is responsible is found, the LFC will charge the Service Provider the "no fault found fee" No Fault Found fee as set out in the Price List. Where the LFC is responsible for the fault, a "no fault found" No Fault Found fee will not be charged. 36.2 It is the Service Provider's responsibility to provide initial fault diagnosis on all faults reported to it by its End Users. (Refer to training documentation supplied by the LFC with their initial training rollout). 36.3 The requirements for this initial fault diagnosis are set out in clause 6 of the General Terms. 36.4 Subject to clause 36.5 the Service Provider must use OSS/BSS for reporting all faults regarding the Central Office and POI Co-location Service. If the Service Provider uses any other method to report a fault, the Service Levels in the Service Level Terms will not apply to that fault. 36.5 Where OSS/BSS is unavailable, the Service Provider must submit fault reports to the LFC by referring to Appendix G (LFC Contact Details) for calling the appropriate contact person and contact information0800 fault reporting service number provided by the LFC. The LFC must use all reasonable endeavours to advise Service Providers immediately upon becoming aware that the OSS/BSS is unavailable. 36.6 Once the Service Provider has provided initial fault diagnosis, complied with clause 6 of the General Terms and determined that it requires the LFC's LFC‟s assistance to resolve the fault, the following information is required when reporting a fault: 36.6.1 Confirmation confirmation that the initial fault diagnosis has been completed; 36.6.2 Contact contact name and phone number of the Service Provider staff member logging the fault; 36.6.3 Fault fault type and description; 36.6.4 Time time the fault occurred; 36.6.5 Address address and contact details for the site of the fault (where reasonably required); and 36.6.6 Any any other relevant information reasonably required. 36.7 If any of the above information (excluding the information referred to in clauses 36.6.1 and 36.6.6) is not provided, the Service Levels in the Service Level Terms will not apply. 36.8 Faults can be logged 24 hours a day, seven days a week. 36.9 Faults that are the LFC's LFCs responsibility will be fixed by the LFC representatives during Fault Restoration Hours. If a fault is logged outside of Business those hours, it is possible the LFC will only start working on the fault at 7.00am the following day. Extended fault restoration hours apply for enhanced service levels and emergency faults. 36.10 When a fault report is received, the LFC will advise the Service Provider, acknowledging receipt of the fault report. 36.11 All faults will be logged in OSS/BSS and the Service Provider will be given a fault reference number and an expected fault restoration time. The expected fault restoration time will be provided in accordance with the LFC's LFC‟s fault prioritisation systems. 36.12 The LFC will use reasonable endeavours to meet the notified expected fault restoration time as provided in clause 36.11. 36.13 Where the LFC has allocated an expected fault restoration time to a fault and it subsequently becomes apparent that the fault restoration time cannot be met, the LFC will advise the Service Provider of a revised fault restoration time. In that situation the Service Levels in the Service Level Terms will continue to apply to the originally notified expected restoration time, rather than the revised fault restoration time. 36.14 The Service Provider will be able to check the progress of a fault via OSS/BSS. The fault reference number is to be used in all communications regarding the fault. 36.15 If the LFC identifies the need to send a faults contractor, the LFC will update OSS/BSS. 36.16 The Service Provider's helpdesk is responsible for coordinating site access and any required outage window with the End User. 36.17 Once the fault has been resolved, the LFC will notify the Service Provider via OSS/BSS (or other means) that the fault has been resolved, confirm the reference number and, where possible, provide the cause of the fault and any actions taken to reach resolution. 36.18 Emergency faults reported to the LFC outside of the hours of operation set out in clause 36.9 will be treated on a case by case basis. 36.19 In the first instance, the LFC will propose a temporary solution. However, in the absence of a viable temporary solution, the LFC may schedule a callout to respond to faults relating to: 36.19.1 Medical medical emergencies; 36.19.2 Where where the End User provides an essential community service (e.g. police or a doctor's residence); or 36.19.3 Where where there is a mass outage that impacts on 200 or more End Users. 36.20 The escalation protocol Escalation Protocol is provided in Appendix B.