Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from an outage-causing event or the opening of a trouble ticket by the Customer or Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall compile a list for each End-User service affected by a common cause. Outage Duration shall be measured on a per-End-User service (Circuit ID) basis from information recorded from the network equipment/system or trouble ticket. Each End-User service (Circuit ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End-User service reported by the End- User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. MAE Service
Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from an outage-causing event or the opening of a trouble ticket by the Customer or Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall compile a list for each End-User service affected by a common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per-End-User service (Circuit ID) basis from information recorded from the network equipment/system or Customer reported trouble ticket. Each End-User service (Circuit ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End-User service reported by the End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Service(s): Rights and Remedies Per Occurrence: 100 percent of the TMRC and ten (10) days ADUC for each End-User service not meeting the committed objective for each CAT 2 fault Monthly Aggregated Measurements: N/A Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P)
Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from an outage-causing event or the opening of a trouble ticket by the Customer or Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall compile a list for each End-User service affected by the common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per-End-User service (Circuit ID) basis from information recorded from the network equipment/system or Customer reported trouble ticket. Each End-User service (Circuit ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End-User service reported by the End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Service(s):
Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from the outage-causing event or the opening of a trouble ticket by the Customer, or Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall compile a list for each End-User service affected by the common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per-End-User service (Circuit ID) basis from information recorded from the network equipment/system or Customer reported trouble ticket. Each End-User service (Circuit ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End-User service reported by the End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Service(s): Monthly Aggregated Measurements: N/A Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B or P)
Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from the outage-causing event or the opening of a trouble ticket by the Customer or Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall compile a list for each End-User service affected by the common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per-End-User service (Circuit ID or Service ID) basis from information recorded from the network equipment/system or a Customer reported trouble ticket. Each End- User service (Circuit ID or Service ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End-User service reported by the End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Standalone VoIP Handset Service Packages Standalone VoIP Voice Mail The objective restoral time will be: Access Type Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) Standalone VoIP Handset Service Packages ≤ 1 Hour ≤ 30 Minutes ≤ 15 Minutes P Standalone VoIP Voice Mail ≤ 1 Hour ≤ 30 Minutes ≤ 15 Minutes P
Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from an outage-causing event or the opening of a trouble ticket by the Customer or the Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall open a trouble ticket and compile a list for each End-User service (Circuit ID or Service ID) affected by the common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per- End-User service (Circuit ID or Service ID) basis from information recorded from the network equipment/system or trouble ticket. Each End-User service (Circuit ID or Service ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End- User service reported by the End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time.
Measurement Process. 3.3.1 Downtime is measured on an individual sites basis and is taken as the period from when the client reports the possible downtime to the system being useable again.
3.3.2 Downtime does not include: A scheduled outages the client is informed of by email. B third party outages affecting the system including hardware and network outages. C any downtime where a workaround is provided.
3.3.3 Downtime is when the system is unusable and does not relate to functionality or performances.
3.3.4 The Services will be measured annually (on a calendar year basis) by calculating the percentage of the total hours the Services were available (Actual Uptime) compared to the total hours the Services were scheduled to be available (Scheduled Uptime) according to the usage requirements of the Customer.
Measurement Process. For each Property Category, MPAC will track the period of time it takes from when the property commences to be used until the Supplementary Assessment Change and the related Omitted Assessment Change is entered into and approved in MPAC’s systems. For each Property Category, MPAC will measure the Supplementary Assessment Change and the related Omitted Assessment Change attributable to properties that commence to be used that are entered and approved in MPAC’s systems. Measurement Period: Calendar year. Formula: Total value of Supplementary Assessment Change and Omitted Assessment Change for each Property Category within the calendar year approved in MPAC’s systems within one year following the date each property becomes occupied ÷ Total value of Supplementary Assessment Change and the Omitted Assessment Change for that same Property Category within the calendar year, expressed as a percentage.
Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from an outage-causing event or the opening of a trouble ticket by a Customer, or the Contractor, whichever occurs first. The Contractor shall open a trouble ticket for each service (Circuit ID) affected by a common cause. Each End-User service is deemed out of service from the first notification until the Contractor determines the End-User service (Circuit ID) is restored minus SCC. Any service reported by Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Service(s): Rights and Remedies Per Occurrence: 100 percent of the TMRC for each End-User service not meeting the committed objective for each CAT 1 fault Monthly Aggregated Measurements: N/A Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) Definition: Any service affecting failure in the Contractor’s (or subcontractor’s or Affiliate’s) network up to and including the Provider Edge (PE) equipment.
Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from an outage-causing event or the opening of a trouble ticket by a Customer, or the Contractor, whichever occurs first. The Contractor shall open a trouble ticket for each service (Circuit ID) affected by the common cause. Each End-User service is deemed out of service from the first notification until the Contractor determines the End-User service (Circuit ID) is restored, minus SCC. Any service reported by Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Service(s): Rights and Remedies Per Occurrence: 100 percent of the TMRC for each End-User service not meeting the committed objective for each CAT 1 fault Monthly Aggregated Measurements: N/A Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P)
