Time to change. The mean time to respond and/or implement automatic change requests is one business day. The mean time to respond and/or implement manual change requests is one business day. Completion time for such requests will be subject to the nature of the request.
Time to change. SLA Time to Change measures the ability of Orange to carry out change requests for the security policy and the configuration of the Secure Gateway Service. The following calculation is performed: TTCxx = 100 × NbChangeOK xx NbChange TTCxx = Rate of implementation of change requests by the deadline XX. NbChangeOKxx = Number of change requests carried out within the deadline XX. NbChange = Number of change requests over a given period. Only the change requests carried out within the period being analyzed are included in the calculation. The deadline for implementing changes does not include weekends, namely from Saturday 00:00 to Sunday 23:59. The service levels are calculated on a monthly basis, between the 1st day at 0:00 to the last day of the same month at 23:59. Only "basic" changes as listed in the SGW CCS web portal will be taken into consideration. These "basic" changes are defined in the "service changes" catalogue available in the SGW CCS. The Service Levels for TTC will be as follows: Table 6: Service Levels for Time to Change Reference for the Commitment Level of Completion of Changes Implementation Deadline Change 24 70% of changes 24 hours (excluding weekends) Change 48 95% of changes 48 hours (excluding weekends) If the TTC Service Levels are not met, Customer will be granted the following points for the calculation of the services credits described in Clause 1.3: Table 7: Time to Change Service Levels Level of Completion of Change – Change 24 Level of Completion of Change – Change 48 Lower Boundary Upper Boundary Number of Points Lower Boundary Upper Boundary Number of Points 70.0% 100.0% 0 95.0% 100.0% 0 65.0% 69.9% 10 90.0% 94.9% 10 0.0% 64.9% 20 0.00% 89.9% 20 These points may be combined.
Time to change. Contractor shall use reasonable efforts to make available to the Fulfillment Agent all changes to the price list 30 days prior to taking effect per the price modification requirements of the GSA Schedule clause 552.216-70.
Time to change. SLA Time to Change (TTC) measures the ability of Orange to carry out change requests for the security policy and the configuration of the Flexible SSL Service. Flexible SSL is proposing two different change types, as described in Clause 1.2: Automated Changes Manual Changes Each change type has a different service level: Table 7: Change Service Levels Change Type Analysis Period Implementation Deadline Automated Changes 24 x 7 5 minutes Manual Changes On Business Days during Business Hours 2 days For each change type, the following calculation is performed: TTCxx = 100 × NbChangeOK xx NbChange TTCxx = Rate of implementation of change requests by the deadline XX. NbChangeOKxx = Number of change requests carried out within the deadline XX. NbChange = Number of change requests over a given period. The service levels are calculated on a monthly basis, between the first day at 0:00 to the last day of the same month at 23:59. For Manual Changes, the Service Level are subject to Customer providing all required information for the change implementation. If clarification or further information is requested by Orange, the time taken by the Customer to answer to the clarification request will be added to the implementation deadline. If the Time to Change Service Levels are not met, Customer will be granted the following points for the calculation of the service credits described in Clause 1.3. Table 8: Time to Change Service Levels Automated Change Manual Change Lower Boundary Upper Boundary Number of Points Lower Boundary Upper Boundary Number of Points 98.0% 100.00% 0 98.0% 100.00% 0 95.0% 97.9% 10 95.0% 97.9% 10 90.0% 94.9% 20 90.0% 94.9% 20 0.0% 89.9% 30 0.0% 89.9% 30 These points may be combined.
