With Field Engineer. (FE) Intervention (a) are calculated on a quarterly basis; (b) will only apply if there is a Severity Level-1 Incident; (c) will only apply if the Severity Level-1 Incident is reported to the Orange Global Customer Support Centre (GCSC) by Customer and an Incident Report has been opened; and (d) will vary, depending on the Location classification given to such Location. The following will be excluded from the Service Levels and/or the Service Level Objectives for Service Restoration with FE Intervention: (i) all non-hardware Incidents (e.g. circuit and software-related Incidents); (ii) Incidents for Locations that have not been accurately identified by Customer; (iii) Incidents for Locations that have been operational for less than 30 days; and (iv) Incidents where the Field Engineer (FE) is prevented from meeting a Service Level due to Customer delaying access to the Location or Equipment. 1.3.2.1.1 Severity Level-1 Incidents – Service Level Agreement Table 2: Severity Level-1 Incidents – With FE Intervention Location Classification Distance (D) from Orange Business Services City (km) Hour Coverage Service Level Target Services D < 50 50 < D < 100 100 < D < 200 Max Time to Restore Type Period (a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), only 30 Incidents were identified as Severity Level-1 Incidents; (c) out of these (i.e. (b)), only 27 Incidents required on-site Field Engineer Interventions during the quarter; and (d) Orange restored the Equipment to proper operational condition within the Service Restoration Service Level on 26 of those Incidents, then the Service Level achieved for the quarter would be calculated as follows: 26 / 27 = 0.96 or 96%. 1.3.2.1.2 Severity Level-2 Incidents – Service Level Objectives Table 3: Severity Level-2 Incidents – With FE Intervention Location Classification Distance (D) from Orange Business Services City (km) Hour Coverage Service Level Objective Services D < 50 50 < D < 100 100 < D < 200 Max Time to Restore Type Period Table 4: Severity Level-3 Incidents – With FE Intervention Location Classification Distance (D) from Orange Business Services City (km) Hour Coverage Service Level Objective Services D < 50 50 < D < 100 100 < D < 200 Max Time to Restore Type Period (a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), only 192 Incidents were identified as Severity Level-3 Incidents; (c) out of these (i.e. (b)), only 32 Incidents required on-site Field Engineer Interventions during the quarter; and (d) Orange restored the Equipment to proper operational condition within the Service Restoration Service Level Objective on 31 of those Incidents, the Service Level Objective achieved for the quarter would be calculated as follows: 31 / 32 = 0.96 or 96%.
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With Field Engineer. (FE) Intervention
(a) are calculated on a quarterly basis;
(b) will only apply if there is a Severity Level-1 Incident;
(c) will only apply if the Severity Level-1 Incident is reported to the Orange Global Customer Support Centre Center (GCSC) by Customer and an Incident Report has been opened; and
(d) will vary, depending on the Location classification given to such Location. The following will be excluded from the Service Levels and/or the Service Level Objectives for Service Restoration with FE Intervention:
(i) all non-hardware Incidents (e.g. circuit and software-related Incidents);
(ii) Incidents for Locations that have not been accurately identified by Customer;
(iii) Incidents for Locations that have been operational for less than 30 days; and
(iv) Incidents where the Field Engineer (FE) is prevented from meeting a Service Level due to Customer delaying access to the Location or Equipment.
1.3.2.1.1 Severity Level-1 Incidents – Service Level Agreement Table 2: Severity Level-1 Incidents – With FE Intervention Location Classification Distance (D) from Orange Business Services City (km) Hour Coverage Service Level Target Services D < 50 50 < D < 100 100 < D < 200 Max Time to Restore Type Period
(a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), only 30 Incidents were identified as Severity Level-1 Incidents; (c) out of these (i.e. (b)), only 27 Incidents required on-site Field Engineer Interventions during the quarter; and (d) Orange restored the Equipment to proper operational condition within the Service Restoration Service Level on 26 of those Incidents, then the Service Level achieved for the quarter would be calculated as follows: 26 / 27 = 0.96 or 96%.
. 1.3.2.1.2 Severity Level-2 Incidents – Service Level Objectives Table 3: The Service Level Objectives for Service Restoration with FE Intervention for Severity Level-2 Incidents – With FE Intervention are set out in Table 3. Data Center Location Classification Distance X 24x7 90% < 8 Hours (Dtelephony) from Orange SLO Quarter Dual Equipment Location X 24x7 90% < 10 Hours SLO Quarter X 90% < 12 Hours SLO Quarter X 90% < 14 Hours SLO Quarter Single Equipment Location X Business Services City (km) Hour Coverage Hours 90% < 10 Business Hours SLO Quarter X 90% < 12 Business Hours SLO Quarter X 90% < 14 Business Hours SLO Quarter No Equipment Location Not Applicable SLO Quarter The Service Level Objective Services D < 50 50 < D < 100 100 < D < 200 Max Time (SLO) for Service Restoration with FE Intervention for Severity Level-2 Incidents is calculated as follows:
(a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), only 74 Incidents were identified as Severity Level-2 Incidents; (c) out of these (i.e. (b)), only 43 Incidents required on-site Field Engineer Interventions during the quarter; and (d) Orange restored the Equipment to Restore Type Period Table 4: proper operational condition within the Service Restoration Service Level Objective on 41 of those Incidents, then the Service Level Objective achieved for the quarter would be calculated as follows: 41 / 43 = 0.95 or 95%. 1.3.2.1.3 Severity Level-3 Incidents – With Service Level Objectives The Service Level Objectives for Service Restoration with FE Intervention for Severity Level-3 Incidents are set out in Table 4. Data Center Location Classification Distance (D) from Orange X 24x7 90% < 8 Hours SLO Quarter Dual Equipment Location X 24x7 90% < 10 Hours SLO Quarter X 90% < 12 Hours SLO Quarter X 90% < 14 Hours SLO Quarter Single Equipment Location X Business Services City (km) Hour Coverage Hours 90% < 10 Business Hours SLO Quarter X 90% < 12 Business Hours SLO Quarter X 90% < 14 Business Hours SLO Quarter No Equipment Location Not Applicable SLO Quarter The Service Level Objective Services D < 50 50 < D < 100 100 < D < 200 Max Time to Restore Type Period(SLO) for Service Restoration with FE Intervention for Severity Level-3 Incidents is calculated as follows:
(a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), only 192 Incidents were identified as Severity Level-3 Incidents; (c) out of these (i.e. (b)), only 32 Incidents required on-site Field Engineer Interventions during the quarter; and (d) Orange restored the Equipment to proper operational condition within the Service Restoration Service Level Objective on 31 of those Incidents, the Service Level Objective achieved for the quarter would be calculated as follows: 31 / 32 = 0.96 or 96%.
Appears in 1 contract
Samples: Service Level Agreement
With Field Engineer. (FE) Intervention
(a) are calculated on a quarterly basis;
(b) will only apply if there is a Severity Level-1 Incident;
(c) will only apply if the Severity Level-1 Incident is reported to the Orange Global Customer Support Centre (GCSC) by Customer and an Incident Report has been opened; and
(d) will vary, depending on the Location classification given to such Location. The following will be excluded from the Service Levels and/or the Service Level Objectives for Service Restoration with FE Intervention:
(i) all non-hardware Incidents (e.g. circuit and software-related Incidents);
(ii) Incidents for Locations that have not been accurately identified by Customer;
(iii) Incidents for Locations that have been operational for less than 30 days; and
(iv) Incidents where the Field Engineer (FE) is prevented from meeting a Service Level due to Customer delaying access to the Location or Equipment.
1.3.2.1.1 Severity Level-1 Incidents – Service Level Agreement Table 2: Severity Level-1 Incidents – With FE Intervention Location Classification Distance (D) from Orange Business Services City (km) Hour Coverage Service Level Target Services D < 50 50 < D < 100 100 < D < 200 Max Time to Restore Type Period
(a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), only 30 Incidents were identified as Severity Level-1 Incidents; (c) out of these (i.e. (b)), only 27 Incidents required on-site Field Engineer Interventions during the quarter; and (d) Orange restored the Equipment to proper operational condition within the Service Restoration Service Level on 26 of those Incidents, then the Service Level achieved for the quarter would be calculated as follows: 26 / 27 = 0.96 or 96%.
. 1.3.2.1.2 Severity Level-2 Incidents – Service Level Objectives Table 3: The Service Level Objectives for Service Restoration with FE Intervention for Severity Level-2 Incidents – With FE Intervention are set out in Table 3. Data Center Location Classification Distance X 24x7 90% < 8 Hours (Dtelephony) from Orange SLO Quarter Dual Equipment Location X 24x7 90% < 10 Hours SLO Quarter X 90% < 12 Hours SLO Quarter X 90% < 14 Hours SLO Quarter Single Equipment Location X Business Services City (km) Hour Coverage Hours 90% < 10 Business Hours SLO Quarter X 90% < 12 Business Hours SLO Quarter X 90% < 14 Business Hours SLO Quarter No Equipment Location Not Applicable SLO Quarter The Service Level Objective Services D < 50 50 < D < 100 100 < D < 200 Max Time (SLO) for Service Restoration with FE Intervention for Severity Level-2 Incidents is calculated as follows:
(a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), only 74 Incidents were identified as Severity Level-2 Incidents; (c) out of these (i.e. (b)), only 43 Incidents required on-site Field Engineer Interventions during the quarter; and (d) Orange restored the Equipment to Restore Type Period Table 4: proper operational condition within the Service Restoration Service Level Objective on 41 of those Incidents, then the Service Level Objective achieved for the quarter would be calculated as follows: 41 / 43 = 0.95 or 95%. 1.3.2.1.3 Severity Level-3 Incidents – With Service Level Objectives The Service Level Objectives for Service Restoration with FE Intervention for Severity Level-3 Incidents are set out in Table 4. Data Center Location Classification Distance (D) from Orange X 24x7 90% < 8 Hours SLO Quarter Dual Equipment Location X 24x7 90% < 10 Hours SLO Quarter X 90% < 12 Hours SLO Quarter X 90% < 14 Hours SLO Quarter Single Equipment Location X Business Services City (km) Hour Coverage Hours 90% < 10 Business Hours SLO Quarter X 90% < 12 Business Hours SLO Quarter X 90% < 14 Business Hours SLO Quarter No Equipment Location Not Applicable SLO Quarter The Service Level Objective Services D < 50 50 < D < 100 100 < D < 200 Max Time to Restore Type Period(SLO) for Service Restoration with FE Intervention for Severity Level-3 Incidents is calculated as follows:
(a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), only 192 Incidents were identified as Severity Level-3 Incidents; (c) out of these (i.e. (b)), only 32 Incidents required on-site Field Engineer Interventions during the quarter; and (d) Orange restored the Equipment to proper operational condition within the Service Restoration Service Level Objective on 31 of those Incidents, the Service Level Objective achieved for the quarter would be calculated as follows: 31 / 32 = 0.96 or 96%.
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Samples: Service Level Agreement
