Repair Case Resolution Timer Sample Clauses

Repair Case Resolution Timer. Definition The Repair Case Resolution Timer starts when UNIFIBER receives an incident report from the Operator and ends at the closure of the repair case after the Operator has received feedback from UNIFIBER and has agreed with the closure of the case. Repair Case Creation, Handling and Intervention Windows will be available during Working Hours. Service Level Agreement (SLA) • Minimum 90% of the Repair Cases will be repaired within 1 Business Day following opening of the Repair Case. • Minimum 95% of the Repair Cases will be repaired within 2 Business Days following opening of the Repair Case. • 100% of the Repair Cases will be repaired within 3 Business Days following opening of the Repair Case.
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Repair Case Resolution Timer. In cases that the Company has not respected its commitment to repair the end-user line within the minimum agreed lead times, the Operator will be entitled to a compensation per repair case below targets. For Basic SLA, the compensation will be 150% of the monthly rental charge per repair case below the 90%, 95% and 100% repair targets, being respectively resolved in 1, 2 and 3 Business Days. For Enhanced SLA, the compensation will be 50% of the monthly rental charge per repair case below the 60% and 90% repair targets, being respectively resolved in 5 and 10 Working Hours.

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