Network Operator Time to Respond Sample Clauses

Network Operator Time to Respond. (TTR) Network Operator will achieve the following response times for outages. These times are cumulative so that total time from detection or phone notification of a problem to Time to Dispatch should not exceed 35 minutes. Notification of Commercial Customer is concurrent with Escalation to Engineering. These response times apply to all Commercial Customers, and to any event that affects 5 or more Retail Customers. If 4 or fewer retail customers are experiencing an outage that is detected or reported after 2pm the response will be next day otherwise these response times will apply Specification Units Initial Response Detection of Network Failure Minutes 5 Answer Customer Phone Call Minutes 1 Answer Customer Email Hour 1 Notification of Commercial Customer Minutes +15 Escalation to Network Engineering Minutes +15 Time to Dispatch Minutes +15 Response times to detect a network failure will be based on systems records from the Network Operator’s network monitoring and management system. Time to answer a Customer phone call shall be based on call center records. Time to notify a commercial customer, time to escalate to engineering, and time to dispatch shall be measured based on the timestamps from the trouble ticket system. Network Operator Time to Arrive Onsite (TTAO)
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