Technical Support Response Times. Once Axtel has opened a CRN at the Airspan' Call Center and depending on the Severity Classification, an Airspan Technical Support (NTS) Engineer will contact Axtel's representative as per the terms set forth in Table 2-R below. Xxxxx X - Xxxxxxxx Services Purchase and License Agreement for FWA Equipment (December 2004) --------------------------------------------------------------------------------
Technical Support Response Times. Once Axtel has opened a CRN at the Nortel Networks’ Call Center and depending on the Severity Classification, a Nortel Networks Technical Support (NTS) Engineer will contact Axtel’s representative as per the terms set forth in Table 2-R below.
Technical Support Response Times. AECOM will use its reasonable endeavours to provide (1) an initial response and (2) a final response to any Technical Support Request incidents in accordance with the following timeframes: Classification Initial Response Final Response P1 – High < 1 business day < 5 business days P2 – Medium < 3 business days < 10 business days P3 – Low < 5 business days < 15 business days
Technical Support Response Times. Once Axtel has opened a CRN at the Nortel Networks’ Call Center and depending on the Severity Classification, a Nortel Networks Technical Support (NTS) Engineer will contact the Axtel’s representative as per the terms set forth in Table 2.2.3 below : “Table 2.2.3” TL9000 Severity Classification Actions Response Times Target Service restoration time Resolution Targets Based on RQMS* Business Hours Non – Business Hours E1 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 7 Xx 00 xx E2 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 8 Hr 10 Days Business Critical and Major (*2) Worked during normal business days and business hours. 2 hrs Next Business Day 24 Xx 00 Days Minor (*2) Worked during normal business days and business hours. Next Business Day Next Business Day 30 Days 180 days (*1) This Service is provided 7 x 24
Technical Support Response Times. Once Axtel has opened a CRN at the Nortel Networks’ Call Center and depending on the Severity Classification, a Nortel Networks Technical Support (NTS) Engineer will contact the Axtel’s representative as per the terms set forth in Table 2.2.3 below : “Table 2.2.3” TL9000 Severity Classification Actions Response Times Target Service restoration time Resolution Targets Based on RQMS* Business Hours Non – Business Hours E1 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 7 Xx 00 xx E2 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 8 Hr 10 Days Business Critical and Major (*2) Worked during normal business days and business hours. 2 hrs Next Business Day 24 Xx 00 Days Minor (*2) Worked during normal business days and business hours. Next Business Day Next Business Day 30 Days 180 days (*1) This Service is provided 7 x 24 (*2) This Service is provided in Normal Business Hours Note: The times set forth in Table 2 – R above, are subject to Nortel Networks and Customer working together in conjunction on a reasonable efforts basis to find a workaround for services restoration and resolution within the target times. These times do not represent an obligation or performance indicator. * RQMS – Reliability and Quality Measurements for Telecommunications Systems.
Technical Support Response Times. Once Axtel has opened a CRN at the Airspan’ Call Center and depending on the Severity Classification, a Airspan Technical Support (NTS) Engineer will contact the Axtel’s representative as per the terms set forth in Table 2.2.3 below : “Table 2.2.3” TL9000 Severity Classification Actions Response Times Target Service restoration time Resolution Targets Based on RQMS* Business Hours Non - Business Hours E1 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 7 Xx 00 xx E2 (*1) Worked continuously (7 x 24) until resolution or workaround is provided 15 min 30 min 8 Hr 10 Days Business Critical and Major (*2) Worked during normal business days and business hours. 2 hrs Next Business Day 24 Xx 00 Days Minor (*2) Worked during normal business days and business hours. Next Business Day Next Business Day 30 Days 180 days (*1) This Service is provided 7 x 24
Technical Support Response Times. Once Axtel has opened a CRN at the Airspan' Call Center and depending on the Severity Classification, a Airspan Technical Support (NTS) Engineer will contact the Axtel's representative as per the terms set forth in Table 2.2.3 below : "Table 2.2.3" --------------------------------------------------------------------------------------------------------- TL9000 Response Times Target Severity Business Non - Service Resolution Classification Actions Hours Business restoration Targets Hours time Based on RQMS* --------------------------------------------------------------------------------------------------------- E1 (*1) Worked continuously (7 x 24) 15 min 30 min 7 Xx 00 xx until resolution or workaround is provided --------------------------------------------------------------------------------------------------------- E2 (*1) Worked continuously (7 x 24) 15 min 30 min 8 Hr 10 Days until resolution or workaround is provided --------------------------------------------------------------------------------------------------------- Business Worked during normal business Next 24 Xx 00 Days Critical and days and business hours. 2 hrs Business Major (*2) Day --------------------------------------------------------------------------------------------------------- Minor (*2) Worked during normal business Next Next 30 Days 180 days days and business hours. Business Business Day Day ---------------------------------------------------------------------------------------------------------
