Trouble Tickets. Trouble tickets involving end-users or remote users will be routed through Customer’s designated administrator, who will be provided a checklist of the minimum tasks to be completed prior to calling in a trouble ticket. All such trouble-ticket calls will be handled on a commercially reasonable basis.
Trouble Tickets. We provide trouble ticket support on a 365 x 7 x 24 basis via online helpdesk or by emailing xxxxxxx@xxx.xxxxxxx.xxx In any circumstances where we dispatch technical assistance to your premises following the opening of a trouble ticket at your request, and the fault or Service outage is determined to be caused by something not within our control (such as, for example, a LAN problem at your premises or a problem with your equipment not managed by us) (a “Customer Fault”), you will be charged the greater of (a) the faulty vendor dispatch charge as set out in the Order Form for the applicable Service and (b) third party costs incurred by us in dispatching such technical assistance (including, but not limited to, costs incurred in having a third party local access provider dispatch technical assistance to your premises). Trouble tickets are closed when the underlying issue either (i) has been resolved and Service has been restored, or (ii) is determined to be caused by a Customer Fault. If, in such circumstances, we are requested to keep a trouble ticket open and provide additional troubleshooting assistance, we will provide such assistance at our discretion at our then current rate for professional services until such time as you instruct us to close the applicable trouble ticket.
Trouble Tickets. The baseline process is for Customer to report incidents to IGLOO using the contact methods described above in this Section. IGLOO tracks trouble tickets in its ticketing application and is able to identify tickets using the trouble ticket number assigned to the incident. All communications between Customer and IGLOO with respect to an incident, including all ticket reports, uses the ticket numbers assigned to the incident to avoid ticket identification confusion. The ticketing application used by IGLOO provides real-time status of open tickets reported by Customer, and enables tracking history of closed trouble tickets. This application stores and manages all appropriate dates/times (e.g. ticket origination, ticket resolution) online for tracking performance targets.
Trouble Tickets. In the event of a Service Degradation which results in a Customer requested Priority 2 or 3 Trouble Ticket and the Mean Time to Repair of such a Priority 2 or 3 Trouble Ticket exceeds five
Trouble Tickets. (a) If the Access Xxxxxx becomes aware of a possible fault or issue involving the Services, the Access Seeker must raise a Trouble Ticket with DNB following the process in the Operations Manual. DNB shall maintain a 24 hours a day, 7 days a week Trouble Ticket reporting and rectification service.
(b) Once a Trouble Ticket has been raised, DNB will follow the process set out in the Operations Manual for resolving that Trouble Ticket.
(c) DNB shall: handle and resolve Trouble Tickets in accordance with the Operations Manual and on a non-discriminatory basis; and treat Trouble Tickets raised by the Access Seeker on an equivalent basis as it treats any Trouble Tickets reported by itself.
(d) Any Trouble Tickets should be rectified on a non-discriminatory basis with priority given according to the criticality of that Trouble Ticket.
Trouble Tickets. Supplier is required to create a trouble ticket for each trouble event. Each trouble ticket will identify at minimum: [*****] [*****] Confidential — Subject to Nondisclosure Obligations
Trouble Tickets. If there is an experienced Service Outage or other Service Degradation, including but not limited to, total throughput speeds or latency Customer should open a Lepton “Trouble Ticket” (unique trouble tracking number assigned to a reported issue) with the Network Operations Center (“NOC”) by calling +0.000.000.0000 or emailing xxxxxxx@xxxxxxxxxx.xxx. The NOC is available 24x7.
Trouble Tickets. The baseline process for reporting an incident requiring support is for Customer to report incidents to IGLOO using the contact methods described in Section 5 above. IGLOO tracks trouble tickets in its ticketing application and is able to identify tickets using the trouble ticket number assigned to the incident. All communications between Customer and IGLOO with respect to an incident, including all ticket reports, uses the ticket numbers assigned to the incident to avoid ticket identification confusion. The ticketing application used by IGLOO provides real-time status of open tickets reported by Customer and enables tracking history of closed trouble tickets. This application stores and manages all appropriate dates/times (e.g. ticket origination, ticket resolution) online for tracking performance targets.
Trouble Tickets a. Response times shall be measured from the time that Pathnet or Incumbent (in the event Incumbent notifies Pathnet of a trouble ticket event) initiates a tracking ticket ("Trouble Ticket") and such ticket is electronically or by facsimile received by Incumbent.
b. Pathnet shall initiate a Trouble Ticket upon knowledge, (whether received from Pathnet, Incumbent or another third party) of: (i) an Outage, (ii) System degradation below Critical Service Levels, or (iii) any other problem that threatens to adversely impact the System or the integrity of the System.
c. Incumbent shall be deemed to have successfully restored operation upon correcting an Outage or when the System regains Critical Service Levels. Pathnet will close any Trouble Ticket upon satisfactory confirmation that Incumbent has restored operations to the System in accordance with all applicable Performance Standards.
Trouble Tickets. Provider shall monitor the Services and, to the extent that Provider detects any problem, including any Service Outage or Service Impairment, Provider shall open a Trouble Ticket recording the outage and notify T-Mobile of the issue and the Trouble Ticket number. T-Mobile may also submit Trouble Tickets to Provider if T-Mobile notices any problems or Service Outages.
