Response to Trouble Reports Sample Clauses

Response to Trouble Reports. Contractor must provide a toll-free trouble reporting number to CTS. Contractor must provide support for the Services delivered including twenty four (24) hours a day, seven (7) days a week, three hundred sixty five (365) days per year call center, monitoring, fault detection, problem isolation, escalation, and restoration management of supported Services, networks, and equipment. CTS shall receive its first response within thirty (30) minutes of placing a Trouble Ticket with the Contractor. For purposes of this section, Trouble Ticket shall mean the ticket notification system Contractor uses for CTS to report incidents and Outages. For purposes of this section, first response shall mean a phone call to CTS Network Operations staff or via email address: XXXXXXXXXxxxxxxxxx@xxxxxx.xx.xxx Contractor shall provide periodic status report (type of problem, estimated time to repair, Contractor ticket number) to the CTS Network Operations Center for all Service problems and issues. Contractor must maintain a repair log listing the date of the repair occurrence, problem found, action taken to resolve the problem, and the total out-of-service time for problems and issues impacting CTS. CTS shall receive a Reason for Outage (“RFO”) as follows: A preliminary, non-official per incident Reason for Outage (RFO) must be provided by email or by verbal conversation to CTS’ Network Operations Center Technicians within two (2) hours of an incident being resolved. Major incidents that result in a breach of Service Level performance minimums, Contractor must provide an official RFO within seven (7) days, unless otherwise negotiated, after the incident causing the Outage is resolved. Contractor must have the capability of monitoring the service end-to-end and shall perform remote site testing as necessary to troubleshoot Service problems and issues. Service Level Remedies In addition to the terms set forth in this Contract, Contractor shall use best efforts to perform the Services in accordance with the Service Level Agreements, as set forth in herein. In the event of any failure by Contractor to perform the Services in accordance with the Service Level Agreement (“SLA”), the Contract, and this Technical addendum, CTS shall have a Service Availability Credit in the amount determined pursuant to the Contract, and this Technical addendum, including the percentages stated in the “Service Level Credits” section below which CTS may apply against payment of the fees and charges payabl...
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Response to Trouble Reports a) Contractor must provide a toll-free trouble reporting number to CTS. b) Contractor must provide support for the Services delivered including twenty four(24) hours a day, seven (7) days a week, three hundred sixty five (365) days per year call center, monitoring, fault detection, problem isolation, escalation, and restoration management of supported Services, networks, and equipment. c) CTS shall receive its first response within thirty (30) minutes of placing a Trouble Ticket with the Contractor. For purposes of this section, Trouble Ticket shall mean the ticket notification system Contractor uses for CTS to report incidents and Outages. For purposes of this section, first response shall mean a phone call to CTS Network Operations staff or via email address: XXXXXXXXXxxxxxxxxx@xxxxxx.xx.xxx d) Contractor shall provide periodic status report (type of problem, estimated time to repair, Contractor ticket number) to the CTS Network Operations Center for all Service problems and issues. e) Contractor must maintain a repair log listing the date of the repair occurrence, problem found, action taken to resolve the problem, and the total out-of-service time for problems and issues impacting CTS.
Sample 1Sample 2
Response to Trouble Reports. Contractor must provide a toll-free trouble reporting number to CTS. Contractor must provide support for the Services delivered including twenty four(24) hours a day, seven (7) days a week, three hundred sixty five (365) days per year call center, monitoring, fault detection, problem isolation, escalation, and restoration management of supported Services, networks, and equipment. CTS shall receive its first response within thirty (30) minutes of placing a Trouble Ticket with the Contractor. For purposes of this section, Trouble Ticket shall mean the ticket notification system Contractor uses for CTS to report incidents and Outages. For purposes of this section, first response shall mean a phone call to CTS Network Operations staff or via email address: XXXXXXXXXxxxxxxxxx@xxxxxx.xx.xxx Contractor shall provide periodic status report (type of problem, estimated time to repair, Contractor ticket number) to the CTS Network Operations Center for all Service problems and issues. Contractor must maintain a repair log listing the date of the repair occurrence, problem found, action taken to resolve the problem, and the total out-of-service time for problems and issues impacting CTS.
Sample 1
Response to Trouble Reports a) Contractor must provide a toll-free trouble reporting number to WaTech. b) Contractor must provide support for the Services delivered including twenty four(24) hours a day, seven (7) days a week, three hundred sixty five (365) days per year call center, monitoring, fault detection, problem isolation, escalation, and restoration management of supported Services, networks, and equipment. c) WaTech shall receive its first response within thirty (30) minutes of placing a Trouble Ticket with the Contractor. For purposes of this section, Trouble Ticket shall mean the ticket notification system Contractor uses for WaTech to report incidents and Outages. For purposes of this section, first response shall mean a phone call to WaTech Network Operations staff or via email address: XXX@xxxxxx.xx.xxx. d) Contractor shall provide periodic status report (type of problem, estimated time to repair, Contractor ticket number) to the WaTech Network Operations Center for all Service problems and issues. e) Contractor must maintain a repair log listing the date of the repair occurrence, problem found, action taken to resolve the problem, and the total out-of-service time for problems and issues impacting WaTech.
Sample 1
Response to Trouble Reports. Contractor must provide a toll-free trouble reporting number to WaTech. Contractor must provide support for the Services delivered including twenty four (24) hours a day, seven (7) days a week, three hundred sixty five (365) days per year call center, monitoring, fault detection, problem isolation, escalation, and restoration management of supported Services, networks, and equipment. WaTech shall receive its first response within thirty (30) minutes of placing a Trouble Ticket with the Contractor. For purposes of this section, Trouble Ticket shall mean the ticket notification system Contractor uses for WaTech to report incidents and Outages. For purposes of this section, first response shall mean a phone call to WaTech Network Operations staff or via email address: XXX@xxxxxx.xx.xxx Contractor shall provide periodic status report (type of problem, estimated time to repair, Contractor ticket number) to the WaTech Network Operations Center for all Service problems and issues. Contractor must maintain a repair log listing the date of the repair occurrence, problem found, action taken to resolve the problem, and the total out-of-service time for problems and issues impacting WaTech. WaTech shall receive a Reason for Outage (“RFO”) as follows: A preliminary, non-official per incident Reason for Outage (RFO) must be provided by email or by verbal conversation to WaTech’s Network Operations Center Technicians within two (2) hours of an incident being resolved. Major incidents that result in a breach of Service Level performance minimums, Contractor must provide an official RFO within seven (7) days, unless otherwise negotiated, after the incident causing the Outage is resolved.
Sample 1
Response to Trouble Reports a) Contractor must provide a toll-free trouble reporting number to WaTech.
Sample 1

Related to Response to Trouble Reports

  • Response/Compliance with Audit or Inspection Findings A. Grantee must act to ensure its and its Subcontractors’ compliance with all corrections necessary to address any finding of noncompliance with any law, regulation, audit requirement, or generally accepted accounting principle, or any other deficiency identified in any audit, review, inspection or investigation of the Grant Agreement and the services and Deliverables provided. Any such correction will be at Grantee’s or its Subcontractor's sole expense. Whether Xxxxxxx's action corrects the noncompliance shall be solely the decision of the System Agency. B. As part of the services, Grantee must provide to HHS upon request a copy of those portions of Grantee's and its Subcontractors' internal audit reports relating to the services and Deliverables provided to the State under the Grant Agreement. C. Grantee shall include the requirement to provide to System Agency (and any of its duly authorized federal, state, or local authorities) internal audit reports related to this Grant Agreement in any Subcontract it awards. Upon request by System Agency, Grantee shall enforce this requirement against its Subcontractor. Further, Grantee shall include in any Subcontract it awards a requirement that all Subcontractor Subcontracts must also include these provisions.

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