Without Field Engineer Sample Clauses
Without Field Engineer. (FE) Intervention – Service Level Agreement Severity Level Service Levels Restore Time Type Measuring Period
(a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), 194 Incidents did not require FE Interventions during the quarter; and (c) Orange restored the Equipment to proper operational condition within the Service Restoration Service Level on 191 of those Incidents, the Service Level achieved for the quarter would be calculated as follows: 191/194 = 0.98 or 98%. The following will be excluded from the Service Level for Service Restoration without FE Intervention:
(i) all hardware Incidents (e.g. gateways, phones and cards);
(ii) Incidents for Locations that have not been accurately identified by Customer; and
(iii) Incidents for Locations that have been operational for less than 30 days.
Without Field Engineer. (FE) Intervention – Service Level Agreement Severity Level Service Levels Restore Time Type Measuring Period
(a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), 194 Incidents did not require FE Interventions during the quarter; and (c) Orange restored the Equipment/Service to proper operational condition within the Service Restoration Service Level on 191 of those Incidents, the Service Level achieved for the quarter would be calculated as follows: 191/194 = 0.98 or 98%. The following will be excluded from the Service Level for Service Restoration without FE Intervention:
(i) all hardware Incidents (e.g. gateways, phones and cards);
(ii) Incidents for Locations that have not been accurately identified by Customer; and
(iii) Incidents for Locations that have been operational for less than 30 days.
(iv) Incidents that require action from third parties (Microsoft /other external Service Providers) other than Orange and/or Customer’s internal teams in the resolution processes. Orange will use commercially reasonable endeavors to ensure the resolution of the Incident by providing requested deliverables such as data and logs. The TTR (Time to Resolve) measurement will stop counting if it is necessary to pass the case to Microsoft and will resume upon receiving an acceptable fix from the third party vendor. Unavailability of the Microsoft Office 365 cloud and/or Incidents related to software bugs/releases are excluded from the SLA calculation.