GTTR Service Level. Subject to the limitations, conditions and exclusions described in Clause 1.7.2 (5-Hour GTTR Conditions) and Clause 1.9 (Conditions and Exclusions), Orange will repair an Outage of the Business VPN Corporate Service caused by a malfunctioning CPE CE Router or Orange-provided Tail Circuit within 5 hours from the time the GCSC creates the Incident Report (the "5-Hour GTTR Service Level") provided that the Location has either: (a) a Dual or Always-On ADSL continuity solution, or (b) an Always-On SDSL continuity solution. The Business VPN Corporate Service is considered repaired when the GCSC closes the Incident Report in the Incident case management system after informing Customer that the Service is restored; however, the GCSC will keep Incident Report open if Customer informs the GCSC that the Business VPN Corporate is still out of service. Orange will report the achievement or non-achievement of the 5-Hour GTTR Service Level on a Monthly basis. If the actual time-to-repair exceeds 5 hours, then Customer will receive a cumulative maximum credit equal to 10% of the Qualifying Charges for the affected Service at the Location where the Outage occurred; provided, however, if Customer is entitled to receive any Service Level credit under Clause 1.3 (Service Levels for Site Availability) in connection with the same Outage, then Customer will only receive the greater of the credits due and owing to Customer under Clause 1.3 or this clause. For clarity, in no event will Customer be entitled to receive Service Level credits under both Clause 1.3 and this clause for the same Outage.
GTTR Service Level. Subject to the limitations, conditions and exclusions described in this Clause 1.4 and in Clause 1.7 (Conditions and Exclusions), Orange will restore a faulty VMS Internet within the applicable Guaranteed- Time-To-Repair Service Level indicated in Table 3 (GTTR and DTTR Service Levels for Regions A, B, C, D & E Locations†) of Exhibit A to this Service Level Agreement. The Network Service is considered restored when the GCSC closes the Incident Report in the Incident case management system after notifying Customer that the Network Service is restored; however, the GCSC will keep the Incident Report open if Customer informs the GCSC that the VMS Internet is still out of service. Orange will report the achievement or non-achievement of the GTTR Service Level on a Monthly basis.
1. The GTTR Service Level only applies if all of the following conditions are satisfied:
(a) The Outage was reported by Customer to the GCSC or detected by the Automation;
(b) The Outage, as verified by the GCSC, was caused by a fault in the Orange-provided DIA or a fault in the Orange- Managed Router;
(c) Customer gives Orange all information reasonably required to restore the VMS Internet Access(es), and gives Orange remote and physical access to the Orange-Managed Router; and
(d) Customer ordered the Service Optimize optional feature of the Service Management in respect to the VMS Internet.
GTTR Service Level. Subject to the limitations, conditions and exclusions described in this Clause 1.4 and in Clause 1.7 (Conditions and Exclusions), if the Service at a Location has an Outage that was caused by a fault in either the Internet Gold circuit or an Orange-Managed CE Router, then Orange will restore the Service within the applicable Guaranteed-Time-To-Repair Service Level indicated in Table 3 (GTTR and DTTR Service Levels for Regions A, B, C, D & E Internet Essentials) of Exhibit A (Tables) to this Service Level Agreement. The Service is considered restored when the GCSC closes the Incident Report in the Incident case management system after notifying Customer that the Service is restored; however, the GCSC will keep the Incident Report open if Customer informs the GCSC that the Service is still out of service. Orange will report the achievement or non-achievement of the GTTR Service Level on a Monthly basis.
1. The GTTR Service Level only applies if all of the following conditions are satisfied:
(a) Customer reported the Outage to the GCSC, or the Automation detected the Outage;
(b) The Outage, as verified by the GCSC, was caused by a fault in either the Internet Gold circuit or the Orange- Managed CE Router; and
(c) Customer gives Orange all information reasonably required to restore the Service and gives Orange remote and physical access to the Orange-Managed CE Router.
GTTR Service Level. The GTTR Service Levels only apply to Full Orange Service with Orange MPLS Architecture. There are no GTTR Service Levels for the Full Orange Service with VMI Access Only Architecture and the Flexible SD- WAN Overlay-only Service Architecture. Subject to the limitations, conditions and exclusions described in Clause 1.4.2 (GTTR Conditions) and Clause 1.7 (Conditions and Exclusions), Orange will restore the Service in accordance with the applicable GTTR Service Level. The GTTR Service Levels are listed in Table 4 (Time-to-Repair Service Levels for Regions A, B, C, D & E Locations†) in Exhibit A to this Service Level Agreement. Orange achievement or non-achievement of the GTTR Service Levels will be measured on a Monthly basis. The time to repair starts when the GCSC creates the Incident Report for the Outage. The Service is considered restored when the GCSC closes the Incident Report in the Incident case management system after informing Customer that the Service is restored; however, the GCSC will keep the Incident Report open if Customer informs the GCSC that the Service is still out of service. If the actual time-to-repair exceeds the applicable GTTR Service Level, then Customer will receive a single cumulative maximum credit equal to 10% of the Monthly Recurring Charges for the affected Service at the Location where the Outage occurred; provided, however, if Customer is also entitled to receive any Service Level credit under Clause 1.3.1 (Site Availability) in connection with the same Outage, then Customer will only receive the greater of the credits due and owing to Customer under Clause 1.3.1 or this Clause 1.4.1; and provided further, Customer will not be entitled to Service Level credit under this Clause 1.4 if a Service Level credit pursuant to Clause 1.3.3 (EMS Global Availability) is due to Customer. For clarity, in no event will Customer be entitled to receive concurrent Service Level credits under Clause 1.3.1, Clause 1.3.3, and this Clause 1.4.1.
