Service Monitoring and Reporting. Provide quarterly reports on number of service requests and time to completion. Goals for completed service requests will be set based on average time to completion for typical requests by module/category. LIBRARY NAME: START DATE:
Service Monitoring and Reporting. 2.2 Monitor evaluate and report on the performance of service providers in meeting specified contractual outcomes.
Service Monitoring and Reporting. It is the responsibility of the customer to request reports from the supplier detailing the service levels attained and exception reports on failure. These will be in a format agreed with the supplier and will be used as the basis for discussion at the Service Review meetings.
Service Monitoring and Reporting. Luminet and/or its representatives monitor the service delivery platform 24/7/365. Please note that monitoring will be undertaken electronically. All Customers are proactively monitored within Working Hours. Service Fault Reporting and Resolution: • When you call the Network Operations Centre telephone line to report a fault, the Network Operations Centre Engineer will create a trouble ticket. • The trouble ticket will be closed when the fault is resolved or proven to be outside Luminet’s network or control. Where Luminet proactively discovers a fault and cannot rectify it remotely the Engineer will raise a trouble ticket. You will be informed of the situation by the Network Operations Centre. The Luminet Operations Centre Engineer will endeavour to update you on progress as follows: Service-affecting Faults Non-service-affecting faults Every 4 hours Daily Luminet fault categorisation: The following table sets out how faults are categorised, depending on the nature of the fault: Service/ non-service affecting faults Priority Fault categorisation Service affecting faults Priority 1: Greater than 50% loss of service Faults that cause a complete loss of service of greater than 50% loss of service, for example (where applicable): • Subscriber Unit Failure (not applicable to data centre) • Router Failure • Cable Failure/ Issue • XxX failure/ issue (not applicable to data centre) • Sector or Base Station Failure (not applicable to data centre) • Core Network Outages • Data rates degraded >50%: o Severe packet loss o Severe latency Priority 2: Less than 50% loss of service Faults that cause the client to lose less than 50% service quality, for example: • Packet Loss • Latency • IP address conflicts • Data rates degraded <50%: o Severe packet loss o Severe latency Non-service affecting faults Priority 3: Quality Impairments These are quality related faults, for example: • Slow Browsing • Unable to access websites • Access list issues • DNS request errors • IP address being blocked Priority 4: Minor faults and Information / Support Requests These will be minor faults and customer third party support information requests, for example: • Unable to access a specific website/ host destination • Information request to support customer 3rd party providers Response Times: You can call or email Luminet Network Operations Centre (0207 400 6300) and expect a prompt answer. Our company policy is that all calls to our Network Operations Centre should be answered within 5 rings...
