Service Credits for Failure to Respond/Repair Troubles. Failure to Respond/Repair Troubles in the timeframes specified above, after the Contractor has been notified of the Trouble by the Authorized User (or determining a Trouble on its own through its network management facilities) may result in liquidated damages, assessed as follows: ▪ Failure to Respond/Repair any Non-Critical trouble within five (5) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the five-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Failure to Respond/Repair Critical Single-Line/Circuit within Three (3) hours - A credit of one hundred ($100.00) dollars per hour shall be assessed for each additional hour or part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Failure to Respond/Repair Centrex, 1MB/POTS, Flexpath-Like Service, Analog Trunk Lines (DID, DOD and Combination), Off- Premises Extensions (OPXs), DS-0 Circuits and ISDN BRI Circuits Within four (4) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the four-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Failure to Respond/Repair ATM, T1, T3, Frame Relay, ISDN (PRI), DSL and OC-3 to OC-192 Circuits Within three (3) hours – A credit of one-thirtieth (1/30) of the circuit monthly cost shall be assessed for every hour or part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. This shall not exceed the total monthly cost of the circuit. ▪ Failure to Respond/Repair Critical Multiple Line/Circuit Within Three (3) Hours - A credit of One Hundred ($100.00) dollars per hour shall be assessed for each additional hour or part thereof over the three- hour response/repair period that the trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Failure to Respond/Repair Emergency Service Outages within 45 minutes – For not responding immediately to Declared Emergency Service Outages determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within 45 minutes shall result in the credit assessment of one months recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Respond to Significant Service-Affecting Outage Immediately or Repair Significant Service-Affecting Outage Within two (2) Hours – For not responding immediately to a Significant Service-Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within two (2) hours shall result in the credit assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Respond to Catastrophic Service-Affecting Outage Immediately or Repair Catastrophic Service-Affecting Outage Within one (1) Hour – For not responding immediately to a Catastrophic Service-Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed for each hour or part thereof that the Contractor fails to respond. Failure to repair within one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Provide Timely Quarter-Hour Status Updates for Critical Circuit, Critical Multiple Line/Circuit/s, Declared Emergency Service-Affecting Outage or Significant or Catastrophic Service- Affecting Outage – For not providing timely quarter-hour status reporting a credit of one tenth (1/10) months recurring charge for the circuits or services not reported on in a timely manner shall be assessed for each quarter-hour update that the Contractor fails to provide in a timely manner. Failure to timely report for longer than one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the circuit or service not reported on.
Appears in 1 contract
Samples: Ix Service Level Agreement
Service Credits for Failure to Respond/Repair Troubles. Failure to Respond/Repair Troubles in the timeframes specified above, after the Contractor has been notified of the Trouble by the Authorized User (or determining a Trouble on its own through its network management facilities) may result in liquidated damages, assessed as follows: ▪ Failure to Respond/Repair any Non-Non- Critical trouble within five (5) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the five-hour response/repair period that the X Trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Failure to Respond/Repair Critical Single-Line/Circuit within Three (3) hours - A credit of one hundred ($100.00) dollars per hour shall be assessed for each additional hour or part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair Centrex, 1MB/POTS, Flexpath-Like Service, Analog Trunk Lines (DID, DOD and Combination), Off- Off-Premises Extensions (OPXs), DS-0 Circuits and ISDN BRI Circuits Within four (4) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the four-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair ATM, T1, T3, Frame Relay, ISDN (PRI), DSL and OC-3 to OC-192 Circuits Within three (3) hours – A credit of one-one- thirtieth (1/30) of the circuit monthly cost shall be assessed for every hour or part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. This shall not exceed the total monthly cost of the circuit. ▪ Failure to Respond/Repair Critical Multiple Line/Circuit Within Three (3) Hours - A credit of One Hundred ($100.00) dollars per hour shall be assessed for each additional hour or part thereof over the three- hour response/repair period that the trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Failure to Respond/Repair Emergency Service Outages within 45 minutes – For not responding immediately to Declared Emergency Service Outages determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within 45 minutes shall result in the credit assessment of one months recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Respond to Significant Service-Affecting Outage Immediately or Repair Significant Service-Affecting Outage Within two (2) Hours – For not responding immediately to a Significant Service-Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within two (2) hours shall result in the credit assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Respond to Catastrophic Service-Affecting Outage Immediately or Repair Catastrophic Service-Affecting Outage Within one (1) Hour – For not responding immediately to a Catastrophic Service-Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed for each hour or part thereof that the Contractor fails to respond. Failure to repair within one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Provide Timely Quarter-Hour Status Updates for Critical Circuit, Critical Multiple Line/Circuit/s, Declared Emergency Service-Affecting Outage or Significant or Catastrophic Service- Affecting Outage – For not providing timely quarter-hour status reporting a credit of one tenth (1/10) months recurring charge for the circuits or services not reported on in a timely manner shall be assessed for each quarter-hour update that the Contractor fails to provide in a timely manner. Failure to timely report for longer than one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the circuit or service not reported on.X
Appears in 1 contract
Samples: Ix Service Level Agreement
Service Credits for Failure to Respond/Repair Troubles. Failure to Respond/Repair Troubles in the timeframes specified above, after the Contractor has been notified of the Trouble by the Authorized User (or determining a Trouble on its own through its network management facilities) may result in liquidated damages, assessed as follows: ▪ Failure to Respond/Repair any Non-Critical trouble within five (5) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the five-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair Critical Single-Line/Circuit within Three (3) hours - A credit of one hundred ($100.00) dollars per hour X shall be assessed for each additional hour or part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Failure to Respond/Repair Centrex, 1MB/POTS, Flexpath-Like Service, Analog Trunk Lines (DID, DOD and Combination), Off- Off-Premises Extensions (OPXs), DS-0 Circuits and ISDN BRI Circuits Within four (4) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the four-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair ATM, T1, T3, Frame Relay, ISDN (PRI), DSL and OC-3 to OC-192 Circuits Within three (3) hours – A credit of one-thirtieth (1/30) of the circuit monthly cost shall be assessed for every hour or part thereof over the three-three- hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. This shall not exceed the total monthly cost of the circuit. X ▪ Failure to Respond/Repair Critical Multiple Line/Circuit Within Three (3) Hours - A credit of One Hundred ($100.00) dollars X per hour shall be assessed for each additional hour or part thereof over the three- three-hour response/repair period that the trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Failure to Respond/Repair Emergency Service Outages within 45 minutes – For not responding immediately to Declared Emergency Service Outages determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within 45 minutes shall result in the credit assessment of one months recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). X ▪ Failure to Respond to Significant Service-Service- Affecting Outage Immediately or Repair Significant Service-Service- Affecting Outage Within two (2) Hours – For not responding immediately to a Significant Service-Service- Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within two (2) hours shall result in the credit assessment of one month’s recurring monthly X charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Respond to Catastrophic Service-Service- Affecting Outage Immediately or Repair Catastrophic Service-Service- Affecting Outage Within one (1) Hour – For not responding immediately to a Catastrophic Service-Service- Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed for each hour or part thereof that the Contractor fails to respond. Failure to repair within one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). X ▪ Failure to Provide Timely Quarter-Hour Status Updates for Critical Circuit, Critical Multiple Line/Circuit/s, Declared Emergency Service-Affecting Outage or Significant or Catastrophic Service- Service-Affecting Outage – For not providing timely quarter-hour status reporting a credit of one tenth (1/10) months recurring charge for the circuits or services not reported on in a timely manner shall be assessed for each quarter-hour update that the Contractor fails to provide in a timely manner. Failure to timely report for X longer than one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the circuit or service not reported on.
Appears in 1 contract
Samples: Ix Service Level Agreement
Service Credits for Failure to Respond/Repair Troubles. Failure to Respond/Repair Troubles in the timeframes specified above, after the Contractor has been notified of the Trouble by the Authorized User (or determining a Trouble on its own through its network management facilities) may result in liquidated damages, assessed as follows: ▪ Page 18, Section 1.8.E □ Failure to Respond/Repair any Non-Critical trouble within five (5) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the five-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Page 18, Section 1.8.E X Verizon Wireless does not agree to the imposition of credits, liquidated damages or other penalties associated with network availability or response or repair times. □ Failure to Respond/Repair Critical Single-Line/Circuit within Three (3) hours - A credit of one hundred ($100.00) dollars per hour shall be assessed for each additional hour or part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Page 18, Section 1.8.E X See previous explanation. In addition, not applicable to the provisioning of wireless services. □ Failure to Respond/Repair Centrex, 1MB/POTS, Flexpath-Flexpath- Like Service, Analog Trunk Lines (DID, DOD and Combination), Off- Off-Premises Extensions (OPXs), DS-0 Circuits and ISDN BRI Circuits Within four (4) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the four-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. ▪ Page 18, Section 1.8.E X See previous explanation. □ Failure to Respond/Repair ATM, T1, T3, Frame Relay, ISDN (PRI), DSL and OC-3 to OC-192 Circuits Within three (3) hours – A credit of one-thirtieth (1/30) of the circuit monthly cost shall be assessed for every hour or part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. This shall not exceed the total monthly cost of the circuit. ▪ Page 18, Section 1.8.E X See previous explanation. □ Failure to Respond/Repair Critical Multiple Line/Circuit Within Three (3) Hours - A credit of One Hundred ($100.00) dollars per hour shall be assessed for each additional hour or Page 18, Section 1.8.E X See previous explanation. Version - March 12, 2007 part thereof over the three- three-hour response/repair period that the trouble was not repaired; and the amount deducted from the monthly invoice. ▪ □ Failure to Respond/Repair Emergency Service Outages within 45 minutes – For not responding immediately to Declared Emergency Service Outages determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within 45 minutes shall result in the credit assessment of one months recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Page 18, Section 1.8.E X Verizon Wireless does not agree to the imposition of credits, liquidated damages or other penalties associated with network availability or response or repair times. □ Failure to Respond to Significant Service-Affecting Outage Immediately or Repair Significant Service-Affecting Outage Within two (2) Hours – For not responding immediately to a Significant Service-Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within two (2) hours shall result in the credit assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Page 18, Section 1.8.E X See previous explanation. □ Failure to Respond to Catastrophic Service-Affecting Outage Immediately or Repair Catastrophic Service-Affecting Outage Within one (1) Hour – For not responding immediately to a Catastrophic Service-Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed for each hour or part thereof that the Contractor fails to respond. Failure to repair within one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Page 18, Section 1.8.E X See previous explanation. □ Failure to Provide Timely Quarter-Hour Status Updates for Critical Circuit, Critical Multiple Line/Circuit/s, Declared Emergency Service-Affecting Outage or Significant or Catastrophic Service- Service-Affecting Outage – For not providing timely quarter-hour status reporting a credit of one tenth (1/10) months recurring charge for the circuits or services not reported on in a timely manner shall be assessed for each quarter-hour update that the Contractor fails to provide in a timely manner. Failure to timely report for longer than one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the circuit or service not reported on. Page 18, Section 1.8.E X See previous explanation. Version - March 12, 2007 IX.6.5 Chronic Service Outages / Unsatisfactory Page 19, Section 1.8.E X Performance Verizon Wireless does not agree to the imposition of credits, liquidated A credit of one months recurring charge may be applied for a damages or other penalties associated with network availability or circuit or service meeting the definition of Chronic Service Outage response or repair times. in section above. In any subsequent month in which a circuit or service has an Page 19, Section 1.8.E X Outage after qualifying as a Chronic Service Outage, a credit of See previous response. one months total recurring charge for the circuit or service may be assessed for that month, in addition to any other liquidated damages that may be assessable for failure to repair. When a Chronic Service Outage exists for a circuit or service, the Page 19, Section 1.8.E X Authorized User may direct the Contractor, at no cost to the State See previous response. or Authorized User to replace the circuit or service with a new one; and the Contractor shall install the new circuit or service in the most expeditious timeframe for installation of a new circuit/service contained in the contract. In the event that an Authorized contract user determines that the Page 19, Section 1.8.E X Verizon Wireless does not agree to the imposition of credits, liquidated service provided is unsatisfactory and the contractor is deemed to be in breech of contact and the Authorized user must replace the damages or other penalties associated with failure to perform. services with comparable service from another contactor the contractor in breach will be responsible for: • providing continued services during the transition period at no additional cost to the Authorized User • all transition expenses or additional costs • assessed damages IX.6.6 Critical / Priority / Public Health and Safety Services Failure by the Contractor to respond within the required time to any three (3) Outages in any consecutive three-month period in individual locations or Authorized User that the State has specified to the Contractor as being critical to “the public health and safety,” will, in lieu of the liquidated damages set forth above, may result in the assessment of one months credit for the entire service category for such individual location or Authorized User (i.e., ATM, T1, OC-3 etc.). Failure to respond within the required time to any subsequent Outage within six months following the third Outage in a consecutive three-month period may, in lieu of the liquidated damages set forth above, result in an additional assessment of one months credit for the entire service category for such location or agency. Page 19, Section 1.8.E X Verizon Wireless does not agree to the imposition of credits, liquidated damages or other penalties associated with network availability or response or repair times. IX.6.7 Billing Discrepancies Failure to resolve and correct any conditions resulting in billing discrepancies within 60 calendar days after the Contractor received written notification from the Authorized User may result in liquidated damages, assessed as follows: Page 19, Section 1.8.E • Failure to correct the discrepancies within 60 calendar days after notification - A credit of 150% of any amounts identified as erroneous or non-authorized will be assessed for each occurrence and any payments for the next monthly invoice may be reduced by the identified amount(s). Page 19, Section 1.8.E X Verizon Wireless does not agree to the imposition of enhanced credits, liquidated damages or other penalties associated with billing discrepancies.
Appears in 1 contract
Samples: www.ogs.state.ny.us
Service Credits for Failure to Respond/Repair Troubles. Failure to Respond/Repair Troubles in the timeframes specified above, after the Contractor has been notified of the Trouble by the Authorized User (or determining a Trouble on its own through its network management facilities) may result in liquidated damages, assessed as follows: ▪ Failure to Respond/Repair any Non-Critical trouble within five (5) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the five-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair Critical Single-Line/Circuit within Three (3) hours - A credit of one hundred ($100.00) dollars per hour shall be assessed for each additional hour or part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair Centrex, 1MB/POTS, Flexpath-Like Service, Analog Trunk Lines (DID, DOD and Combination), Off- Off-Premises Extensions (OPXs), DS-0 Circuits and ISDN BRI Circuits Within four (4) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the four-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair ATM, T1, T3, Frame Relay, ISDN (PRI), DSL and OC-3 to OC-192 Circuits Within three (3) hours – A credit of one-thirtieth (1/30) of the circuit monthly cost shall be assessed for every hour or part thereof over the three-three- hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. This shall not exceed the total monthly cost of the circuit. X ▪ Failure to Respond/Repair Critical Multiple Line/Circuit Within Three (3) Hours - A credit of One Hundred ($100.00) dollars per hour shall be assessed for each additional hour or part thereof over the three- three-hour response/repair period that the trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair Emergency Service Outages within 45 minutes – For not X responding immediately to Declared Emergency Service Outages determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within 45 minutes shall result in the credit assessment of one months recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Respond to Significant Service-Service- Affecting Outage Immediately or Repair Significant Service-Service- Affecting Outage Within two (2) Hours – For not responding immediately to a Significant Service-Service- Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge X for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within two (2) hours shall result in the credit assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Respond to Catastrophic Service-Service- Affecting Outage Immediately or Repair Catastrophic Service-Service- Affecting Outage Within one (1) Hour – For not responding immediately to a Catastrophic Service-Service- Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed for each hour or part thereof that the Contractor fails to respond. Failure to repair within one (1) hour shall result in the credit X assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Provide Timely Quarter-Hour Status Updates for Critical Circuit, Critical Multiple Line/Circuit/s, Declared Emergency Service-Affecting Outage or Significant or Catastrophic Service- Service-Affecting Outage – For not providing timely quarter-hour status reporting a credit of one tenth (1/10) months recurring charge for the circuits or services not reported on in a timely manner shall be assessed for each quarter-hour update that the Contractor fails to provide in a timely manner. Failure to timely report for longer than one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the circuit or service not reported on.. X TWTC does not offer an SLA for status updates. Our notification procedures are as follows: Regarding network outages, TWTC will open a ticket and begin investigating the alarm(s). A notification page is sent within five to ten minutes to the TWTC-affected divisions and the TWTC Operations Center management team. The outage is prioritized and the center will begin to contact customers at that time. It is important to forward all changes in contact information to TWTC so procedures can be followed and all notifications can be achieved. TWTC attempts to proactively contact customers affected by a network outage in about 20 minutes. If the customer calls in prior to receiving the TWTC notification, all pertinent information will be relayed to the customer at that time.
Appears in 1 contract
Samples: Ix Service Level Agreement
Service Credits for Failure to Respond/Repair Troubles. Failure to Respond/Repair Troubles in the timeframes specified above, after the Contractor has been notified of the Trouble by the Authorized User (or determining a Trouble on its own through its network management facilities) may result in liquidated damages, assessed as follows: ▪ Failure to Respond/Repair any Non-Critical trouble within five (5) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the five-five- hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair Critical Single-Line/Circuit within Three (3) hours - A credit of one hundred ($100.00) dollars per hour shall be assessed for each additional hour or part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair Centrex, 1MB/POTS, Flexpath-Like Service, Analog Trunk Lines (DID, DOD and Combination), Off- Off-Premises Extensions (OPXs), DS-0 Circuits and ISDN BRI Circuits Within four (4) hours - A credit of fifty ($50.00) dollars per hour shall be assessed for each additional hour or part thereof over the four-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair ATM, T1, T3, Frame Relay, ISDN (PRI), DSL and OC-3 to OC-192 Circuits Within three (3) hours X – A credit of one-thirtieth (1/30) of the circuit monthly cost shall be assessed for every hour or part thereof over the three-hour response/repair period that the Trouble was not repaired; and the amount deducted from the monthly invoice. This shall not exceed the total monthly cost of the circuit. ▪ Failure to Respond/Repair Critical Multiple Line/Circuit Within Three (3) Hours - A credit of One Hundred ($100.00) dollars per hour shall be assessed for each additional hour or part thereof over the three- three-hour response/repair period that the trouble was not repaired; and the amount deducted from the monthly invoice. X ▪ Failure to Respond/Repair Emergency Service Outages within 45 minutes – For not responding immediately to Declared Emergency Service Outages determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within 45 minutes shall result in the credit assessment of one months recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). X ▪ Failure to Respond to Significant Service-Affecting Outage Immediately or Repair Significant Service-Affecting Outage Within two (2) Hours – For not responding immediately to a Significant Service-Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed against the Contractor. Failure to repair within two (2) hours shall result in the credit assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). X ▪ Failure to Respond to Catastrophic Service-Affecting Outage Immediately or Repair Catastrophic Service-Affecting Outage X Within one (1) Hour – For not responding immediately to a Catastrophic Service-Affecting Outage determined by the Authorized User to be the responsibility of the Contractor, a credit of one full months recurring charge for the applicable circuits or services shall be assessed for each hour or part thereof that the Contractor fails to respond. Failure to repair within one one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the entire service category (i.e., ATM, T1, OC-3 etc.). ▪ Failure to Provide Timely Quarter-Hour Status Updates for Critical Circuit, Critical Multiple Line/Circuit/s, Declared Emergency Service-Affecting Outage or Significant or Catastrophic Service- Service-Affecting Outage – For not providing timely quarter-hour status reporting a credit of one tenth (1/10) months recurring charge for the circuits or services not reported on in a timely manner shall be assessed for each quarter-hour update that the Contractor fails to provide in a timely manner. Failure to timely report for longer than one (1) hour shall result in the credit assessment of one month’s recurring monthly charges for the circuit or service not reported on.. X
Appears in 1 contract
Samples: Ix Service Level Agreement
