TROUBLE TICKET STOP CLOCK CONDITIONS. (SCC) 1) Periods when a restoration or testing effort is delayed at the specific request of the CDCR authorized staff. The SCC shall exist during the period the Prime Contractor was delayed, provided that reasonable and documented efforts are made to contact the CDCR authorized staff during the applicable Stop Clock period. 2) Time after a service has been restored, but CDCR authorized staff request that the ticket be kept open for observation. If the service is later determined by the CDCR authorized staff to not have been restored, the Stop Clock shall continue until the time the CDCR authorized staff notifies the Prime Contractor that the service has not been restored. 3) Time after a service has been restored, but CDCR authorized staff is not available to verify that the service is working. If the service is later determined by the CDCR authorized staff to not have been restored, the Stop Clock shall apply only for the time period between The Prime Contractor's attempt to notify the CDCR authorized staff that Prime Contractor believes the service has been restored and the time the CDCR authorized staff notifies the Prime Contractor that the service has not been restored. 4) Restoration cannot be achieved because the problem has been isolated to infrastructure that is not maintained by Prime Contractor. 5) Failures occurring as a result of a power problem, outside the control of the Prime Contractor, which exceeds 30 minutes. Stop Clocks will apply after the initial 30 minutes as required in Section 23.4, Uninterruptable Power. Power outages resulting from a backup generator test will not be 6) The following contact/access problems, provided that Prime Contractor makes specific efforts to contact the appropriate CDCR staff for site access during the applicable Stop Clock period: a) Access necessary to correct the problem is not available because access has not been arranged by appropriate site contact or CDCR Authorized Staff representative; b) Site access is not granted to a technician who displays proper identification; c) Site has limited hours of access that directly impacts the Prime Contractor’s ability to resolve the problem;
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TROUBLE TICKET STOP CLOCK CONDITIONS. The following conditions shall be allowed to stop the trouble ticket Outage Duration for CALNET 3 Contractor trouble tickets. The Contractor shall document the trouble ticket Outage Duration using the Stop Clock Condition (SCC)
1) listed in Table 3.5.7 and include start and stop time stamps in the Contractor’s Trouble Ticket Reporting Tool (IFB STPD 12-001-B Business Requirements Section B.9.4) for each application of a SCC. Note: The Glossary (SOW Appendix A) defines term “End-User” as the “individual within an Entity that is utilizing the feature or service provided under the Contract.” Stop Clock Conditions are limited to the conditions listed in Table 3.5.7. Table 3.5.7 – Stop Clock Conditions (SCC) # Stop Clock Condition (SCC) SCC Definition 1 END-USER REQUEST Periods when a restoration or testing effort is delayed at the specific request of the CDCR authorized staffEnd-User. The SCC shall exist during the period the Prime Contractor was delayed, provided that reasonable the End-User’s request is documented and documented time stamped in the Contractor’s trouble ticket or Service Request system and shows efforts are made to contact the CDCR authorized staff End-User during the applicable Stop Clock period.
2) . 2 OBSERVATION Time after a service has been restored, restored but CDCR authorized staff End-User request that the ticket be is kept open for observation. If the service is later determined by the CDCR authorized staff End-User to not have been restored, the Stop Clock shall continue until the time the CDCR authorized staff End-User notifies the Prime Contractor that the service Service has not been restored.
3. # Stop Clock Condition (SCC) SCC Definition 3 END-USER NOT AVAILABLE Time after a service has been restored, restored but CDCR authorized staff End-User is not available to verify that the service Service is working. If the service is later determined by the CDCR authorized staff End-User to not have been restored, the Stop Clock shall apply only for the time period between The Prime Contractor's ’s reasonable attempt to notify the CDCR authorized staff End-User that Prime Contractor believes the service has been restored and the time the CDCR authorized staff End-User notifies the Prime Contractor that the service Service has not been restored.
4) . 4 WIRING Restoration cannot be achieved because the problem has been isolated to infrastructure wiring that is not maintained by Prime Contractor.
5) Failures occurring as a result Contractor or any of a power problem, outside its Subcontractors or Affiliates. If it is later determined the control of the Prime Contractor, which exceeds 30 minutes. Stop Clocks will apply after the initial 30 minutes as required in Section 23.4, Uninterruptable Power. Power outages resulting from a backup generator test will not be
6) The following contact/access problems, provided that Prime Contractor makes specific efforts to contact the appropriate CDCR staff for site access during the applicable Stop Clock period:
a) Access necessary to correct the problem wiring is not available because access has the cause of failure, the SCC shall not been arranged by appropriate site contact or CDCR Authorized Staff representative;
b) Site access is not granted to a technician who displays proper identification;
c) Site has limited hours of access that directly impacts the Prime Contractor’s ability to resolve the problem;apply.
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TROUBLE TICKET STOP CLOCK CONDITIONS. The following conditions shall be allowed to stop the trouble ticket Outage Duration for CALNET 3 Contractor trouble tickets. The Contractor shall document the trouble ticket Outage Duration using the Stop Clock Condition (SCC)
1) listed in Table 3.5.7 and include start and stop time stamps in the Contractor’s Trouble Ticket Reporting Tool (IFB STPD 12-001-B Business Requirements Section B.9.4) for each application of a SCC. Note: The Glossary (SOW Appendix A) defines term “End-User” as the “individual within an Entity that is utilizing the feature or service provided under the Contract.” Stop Clock Conditions are limited to the conditions listed in Table 3.5.7. Table 3.5.7 – Stop Clock Conditions (SCC) # Stop Clock Condition (SCC) SCC Definition 1 END-USER REQUEST Periods when a restoration or testing effort is delayed at the specific request of the CDCR authorized staffEnd-User. The SCC shall exist during the period the Prime Contractor was delayed, provided that reasonable the End- User’s request is documented and documented time stamped in the Contractor’s trouble ticket or Service Request system and shows efforts are made to contact the CDCR authorized staff End-User during the applicable Stop Clock period.
2) . 2 OBSERVATION Time after a service has been restored, restored but CDCR authorized staff End-User request that the ticket be is kept open for observation. If the service is later determined by the CDCR authorized staff End-User to not have been restored, the Stop Clock shall continue until the time the CDCR authorized staff End-User notifies the Prime Contractor that the service Service has not been restored.
3) . 3 END-USER NOT AVAILABLE Time after a service has been restored, restored but CDCR authorized staff End-User is not available to verify that the service Service is working. If the service is later determined by the CDCR authorized staff End-User to not have been restored, the Stop Clock shall apply only for the time period between The Prime Contractor's ’s reasonable attempt to notify the CDCR authorized staff End-User that Prime Contractor believes the service has been restored and the time the CDCR authorized staff End-User notifies the Prime Contractor that the service Service has not been restored.
4) . 4 WIRING Restoration cannot be achieved because the problem has been isolated to infrastructure wiring that is not maintained by Prime Contractor.
5) Failures occurring as a result Contractor or any of its Subcontractors or Affiliates. If it is later determined the wiring is not the cause of failure, the SCC shall not apply. 5 POWER Trouble caused by a power problem, problem outside the control of the Prime responsibility of the Contractor, which exceeds 30 minutes. # Stop Clocks will apply after Clock Condition (SCC) SCC Definition 6 FACILITIES Lack of building entrance Facilities or conduit structure that are the initial 30 minutes as required End-User’s responsibility to provide. 7 ACCESS Limited access or contact with End-User provided the Contractor documents in Section 23.4, Uninterruptable Power. Power outages resulting from a backup generator test will not be
6) The following contact/access problems, provided that Prime Contractor makes specific the trouble ticket several efforts to contact End-User for the appropriate CDCR staff for site access during the applicable Stop Clock period:
a) following: a. Access necessary to correct the problem is not available because access has not been arranged by appropriate site contact or CDCR Authorized Staff End-User representative;
b) ; b. Site contact refuses access is not granted to a technician who displays proper identification;
c) ; c. Customer provides incorrect site contact information which prevents access, provided that Contractor takes reasonable steps to notify End-User of the improper contact information and takes steps to obtain the correct information ; or, d. Site has limited hours of access business that directly impacts the Prime Contractor’s ability to resolve the problem;. If it is determined later that the cause of the problem was not at the site in question, then the Access SCC shall not apply. 8 STAFF Any problem or delay to the extent caused by End-User’s staff that prevents or delays Contractor’s resolution of the problem. In such event, Contractor shall make a timely request to End- User staff to correct the problem or delay and document in trouble ticket. 9 APPLICATION End-User software applications that interfere with repair of the trouble. 10 CPE Repair/replacement of Customer Premise Equipment (CPE) not provided by Contractor if the problem has been isolated to the CPE. If determined later that the CPE was not the cause of the service outage, the CPE SCC will not apply. 11 NO RESPONSE Failure of the trouble ticket originator or responsible End-User to return a call from Contractor’s technician for on-line close- out of trouble tickets after the Service has been restored as long as Contractor can provide documentation in the trouble ticket substantiating the communication from Contractor’s technician. # Stop Clock Condition (SCC) SCC Definition 12 MAINTENANCE An outage directly related to any properly performed scheduled maintenance or upgrade scheduled for CALNET 3 service. Any such stop clock condition shall not extend beyond the scheduled period of the maintenance or upgrade. SLAs shall apply for any maintenance caused outage beyond the scheduled maintenance period. Outages occurring during a scheduled maintenance or upgrade period and not caused by the scheduled maintenance shall not be subject to the Maintenance SCC. 13 THIRD PARTY Any problem or delay caused by a third party not under the control of Contractor, not preventable by Contractor, including, at a minimum, cable cuts not caused by the Contractor. Contractor’s Subcontractors and Affiliates shall be deemed to be under the control of Contractor with respect to the equipment, services, or Facilities to be provided under this Contract. 14 FORCE MAJEURE Force Majeure events, as defined in the PMAC General Provisions - Telecommunications, Section 28 (Force Majeure).
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Samples: Service Level Agreement
TROUBLE TICKET STOP CLOCK CONDITIONS. The following conditions shall be allowed to stop the trouble ticket Outage Duration for CALNET 3 Contractor trouble tickets. The Contractor shall document the trouble ticket Outage Duration using the Stop Clock Condition (SCC)
1) listed in Table 4.1.5.7 and include start and stop time stamps in the Contractor’s Trouble Ticket Reporting Tool (IFB STPD 12-001-B Business Requirements Section B.9.4) for each application of a SCC. Note: The Glossary (SOW Appendix A) defines term “End-User” as the “individual within an Entity that is utilizing the feature or service provided under the Contract.” Stop Clock Conditions are limited to the conditions listed in Table 4.1.5.7. Table 4.1.5.7 – Stop Clock Conditions (SCC) # Stop Clock Condition (SCC) SCC Definition 1 END-USER REQUEST Periods when a restoration or testing effort is delayed at the specific request of the CDCR authorized staffEnd-User. The SCC shall exist during the period the Prime Contractor was delayed, provided that reasonable the End-User’s request is documented and documented time stamped in the Contractor’s trouble ticket or Service Request system and shows efforts are made to contact the CDCR authorized staff End-User during the applicable Stop Clock period.
2. # Stop Clock Condition (SCC) SCC Definition 2 OBSERVATION Time after a service has been restored, restored but CDCR authorized staff End-User request that the ticket be is kept open for observation. If the service is later determined by the CDCR authorized staff End-User to not have been restored, the Stop Clock shall continue until the time the CDCR authorized staff End-User notifies the Prime Contractor that the service Service has not been restored.
3) . 3 END-USER NOT AVAILABLE Time after a service has been restored, restored but CDCR authorized staff End-User is not available to verify that the service Service is working. If the service is later determined by the CDCR authorized staff End-User to not have been restored, the Stop Clock shall apply only for the time period between The Prime Contractor's ’s reasonable attempt to notify the CDCR authorized staff End-User that Prime Contractor believes the service has been restored and the time the CDCR authorized staff End-User notifies the Prime Contractor that the service Service has not been restored.
4) . 4 WIRING Restoration cannot be achieved because the problem has been isolated to infrastructure wiring that is not maintained by Prime Contractor.
5) Failures occurring as a result Contractor or any of a power problem, outside its Subcontractors or Affiliates. If it is later determined the control of the Prime Contractor, which exceeds 30 minutes. Stop Clocks will apply after the initial 30 minutes as required in Section 23.4, Uninterruptable Power. Power outages resulting from a backup generator test will not be
6) The following contact/access problems, provided that Prime Contractor makes specific efforts to contact the appropriate CDCR staff for site access during the applicable Stop Clock period:
a) Access necessary to correct the problem wiring is not available because access has the cause of failure, the SCC shall not been arranged by appropriate site contact or CDCR Authorized Staff representative;
b) Site access is not granted to a technician who displays proper identification;
c) Site has limited hours of access that directly impacts the Prime Contractor’s ability to resolve the problem;apply.
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Samples: Service Level Agreement
TROUBLE TICKET STOP CLOCK CONDITIONS. The following conditions shall be allowed to stop the trouble ticket Outage Duration for CALNET 3 NWN trouble tickets. NWN shall document the trouble ticket Outage Duration using the Stop Clock Condition (SCC)
1) listed in Table 6.1.3.7 and include start and stop time stamps in NWN’s Trouble Ticket Reporting Tool (IFB STPD 12-001-B Business Requirements Section B.9.4) for each application of a SCC. Note: The Glossary (SOW Appendix A) defines term “End-User” as the “individual within an Entity that is utilizing the feature or service provided under the Contract.” Stop Clock Conditions are limited to the conditions listed in Table 6.1.3.7. Table 6.1.3.7 – Stop Clock Conditions (SCC) Item # Stop Clock Condition (SCC) SCC Definition 1 END-USER REQUEST Periods when a restoration or testing effort is delayed at the specific request of the CDCR authorized staffEnd-User. The SCC shall exist during the period the Prime Contractor was delayed, provided that reasonable the End-User’s request is documented and documented time stamped in the Contractor’s trouble ticket or Service Request system and shows efforts are made to contact the CDCR authorized staff End- User during the applicable Stop Clock period.
2) . 2 OBSERVATION Time after a service has been restored, restored but CDCR authorized staff End-User request that the ticket be is kept open for observation. If the service is later determined by the CDCR authorized staff End-User to not have been restored, the Stop Clock shall continue until the time the CDCR authorized staff End-User notifies the Prime Contractor that the service Service has not been restored.
3) . 3 END-USER NOT AVAILABLE Time after a service has been restored, restored but CDCR authorized staff End-User is not available to verify that the service Service is working. If the service is later determined by the CDCR authorized staff End-User to not have been restored, the Stop Clock shall apply only for the time period between The Prime Contractor's ’s reasonable attempt to notify the CDCR authorized staff End-User that Prime Contractor believes the service has been restored and the time the CDCR authorized staff End-User notifies the Prime Contractor that the service Service has not been restored.
4) . 4 WIRING Restoration cannot be achieved because the problem has been isolated to infrastructure wiring that is not maintained by Prime Contractor.
5Contractor or any of its Subcontractors or Affiliates. If it is later determined the wiring is not the cause of failure, the SCC shall not apply. Item # Stop Clock Condition (SCC) Failures occurring as a result of SCC Definition 5 POWER Trouble caused by a power problem, problem outside the control of the Prime responsibility of the Contractor, which exceeds 30 minutes. Stop Clocks will apply after 6 FACILITIES Lack of building entrance Facilities or conduit structure that are the initial 30 minutes as required End- User’s responsibility to provide. 7 ACCESS Limited access or contact with End-User provided the Contractor documents in Section 23.4, Uninterruptable Power. Power outages resulting from a backup generator test will not be
6) The following contact/access problems, provided that Prime Contractor makes specific the trouble ticket several efforts to contact End-User for the appropriate CDCR staff for site access during the applicable Stop Clock period:
a) following: Access necessary to correct the problem is not available because access has not been arranged by appropriate site contact or CDCR Authorized Staff End-User representative;
b) ; Site contact refuses access is not granted to a technician who displays proper identification;
c) ; Customer provides incorrect site contact information which prevents access, provided that Contractor takes reasonable steps to notify End- User of the improper contact information and takes steps to obtain the correct information ; or, Site has limited hours of access business that directly impacts the Prime Contractor’s ability to resolve the problem;. If it is determined later that the cause of the problem was not at the site in question, then the Access SCC shall not apply. 8 STAFF Any problem or delay to the extent caused by End-User’s staff that prevents or delays Contractor’s resolution of the problem. In such event, Contractor shall make a timely request to End-User staff to correct the problem or delay and document in trouble ticket.
Appears in 1 contract
Samples: Service Level Agreement (Sla)
