Common use of Service Clock Clause in Contracts

Service Clock. The service clock starts when the Outage has been acknowledged by Fibrus Wholesale Service centre and severity level agreed and assigned. The initial diagnosis work has been completed and communications have been activated. Fibrus will notify the RSP with regular e-mail updates on progress of service restorationand estimated restoration times. Updates are also posted on the website service status information. For out of hours notification of outages the service clock is set at the start of the following working day. The Service Clock stops when the Outage is closed or the RSP is informed of service restoration, whichever is sooner. Outage incidents may be left open, post service restoration, for monitoring purposes. The service clock pauses when the Fibrus technical team has had to stop their diagnosis due to an outstanding response from the RSP. The clock restarts when the requested information has been provided. Multiple Short Service Failures: If the same circuit experiences multiple failures within the same month, this a single Outage for the purposes of service restoration. The service clock shall be restarted from the point the subsequent failure has been diagnosed. The Service Level for restoration will be considered to have been achieved where we provide a temporary fix to restore services within the relevant time with the probability of re-attending of hours to perform a permanent fix.

Service Clock. An Outage is notified to Fibrus following communication from the RSP in compliance with the requirements above. The service clock starts when the Outage has been acknowledged by Fibrus Wholesale Service centre and severity level agreed and assigned. The initial diagnosis work has been completed and communications have been activated. Fibrus will notify the RSP with regular e-mail updates on progress of service restorationand restoration and estimated restoration times. Updates are also posted on the website service status information. For out of hours notification of outages the service clock is set at the start of the following working day. The Service Clock stops when the Outage is closed or the RSP is informed of service restoration, whichever is sooner. Outage incidents may be left open, post service restoration, for monitoring purposes. The service clock pauses when the Fibrus technical team has had to stop their diagnosis due to an outstanding response from the RSP. The clock restarts when the requested information has been provided. Multiple Short Service Failures: If the same circuit experiences multiple failures within the same month, this a single Outage for the purposes of service restoration. The service clock shall be restarted from the point the subsequent failure has been diagnosed. The Service Level for restoration will be considered to have been achieved where we provide a temporary fix to restore services within the relevant time with the probability of re-attending of hours to perform a permanent fix.