Technical Support Case Priority. Problem reports will be classified as set forth in the tables below: Critical E1 Problems that severely affect service, capacity/traffic, billing and maintenance capabilities and require immediate corrective action, regardless of time of day or day of the week. • Total or partial network element outage • A reduction in capacity or traffic handling capability such that expected loads cannot be handled • Failure resulting in dynamic routing, switching capability or transport loss • Any loss of safety or emergency capability (e.g., emergency calls such as 911 in North America) • Loss of the system’s ability to perform automatic system reconfiguration • Inability to restart the system • Loss of billing/accounting capability • Corruption of billing or system databases that requires service affecting corrective actions • Other problems that severely affect service, capacity/traffic, billing, and maintenance capabilities or are jointly viewed by Nortel Networks and the customer as critical Major E2 Problems that result in potential service degradation and/or total outage. Serious situation not involving service degradation in a live environment, but leading to a total or partial loss of redundancy. • Loss of redundancy of critical functions • Loss of protection switching capability • Short outages equivalent to system or subsystem outages not seriously impacting service with accumulated duration of greater than two minutes in any 24-hour period, or that continue to repeat during longer periods • A reduction in provisioned capacity of 5% and for a cumulative duration of more than 10 minutes per 24 hours • Repeated degradation of DS1/E1 or higher rate spans or connections • Loss of system’s ability to perform automatic system reconfiguration • Loss of access to maintenance or recovery operations • Any loss of functional visibility and/or diagnostic capability • Loss of system’s ability to provide any required system critical/major alarms • Total loss of access to provisioning Major Business Critical Problems that result in a major degradation of system or service performance that impacts service quality or significantly impairs network operator control or operational effectiveness. Overall network is degraded resulting in severe limitations to operations or network management software product has major feature that is not working properly with only difficult workaround. • The customer has been given a work-around but the situation still requires constant attention ...
Technical Support Case Priority. The definitions in this Section 2.2.4 are generic and shall apply to the limited extent that this Annex G covers Hardware warranty only. Problem reports will be classified as set forth in the tables below. Critical E1 Problems that severely affect service, capacity/traffic, billing and maintenance capabilities and require immediate corrective action, regardless of time of day or day of the week. Ø Total or partial network element outage Ø A reduction in capacity or traffic handling capability such that expected loads cannot be handled Ø Failure resulting in dynamic routing, switching capability or transport loss Ø Any loss of safety or emergency capability (e.g., emergency calls such as 911 in North America) Ø Loss of the system’s ability to perform automatic system reconfiguration Ø Inability to restart the system Ø Loss of billing/accounting capability Ø Corruption of billing or system databases that requires service affecting corrective actions Ø Other problems that severely affect service, capacity/traffic, billing, and maintenance capabilities or are jointly viewed by Airspan and Axtel as critical Major E2 Problems that result in potential service degradation and/or total outage. Serious situation not involving service degradation in a live environment, but leading to a total or partial loss of redundancy. Ø Loss of redundancy of critical functions Ø Loss of protection switching capability Ø Short outages equivalent to system or subsystem outages not seriously impacting service with accumulated duration of greater than two minutes in any 24-hour period, or that continue to repeat during longer periods Ø A reduction in provisioned capacity of 5% and for a cumulative duration of more than 10 minutes per 24 hours Ø Repeated degradation of DS1/E1 or higher rate spans or connections Ø Loss of system’s ability to perform automatic system reconfiguration Ø Loss of access to maintenance or recovery operations Ø Any loss of functional visibility and/or diagnostic capability Ø Loss of system’s ability to provide any required system critical/major alarms Ø Total loss of access to provisioning Purchase and License Agreement for FWA Equipment (December 2004) Major Business Critical Problems that result in a major degradation of system or service performance that impacts service quality or significantly impairs network operator control or operational effectiveness. Overall network is degraded resulting in severe limitations to operations or network management softw...
