Without Field Engineer. (FE) Intervention – Service Level Agreement The Service Levels for Service Restoration without FE Intervention are set out in Table 5 and are calculated on a quarterly basis. Table 5: Service Level Agreement for Service Restoration Without FE Intervention Severity Level Service Levels Restore Time Type Measuring Period Severity Level-1 90% < 4 hours SLA Quarter Severity Level-2 90% < 8 hours SLA Quarter Severity Level-3 90% < 12 hours SLA Quarter The Service Level for Service Restoration without FE Intervention is calculated as follows: Number of Incidents which did not require FE Intervention where Orange met the Restore Time Service Level Total Number of Incidents which did not require FE Intervention
Appears in 3 contracts
Samples: Service Level Agreement, Service Level Agreement, Service Level Agreement
Without Field Engineer. (FE) Intervention – Service Level Agreement The Service Levels for Service Restoration without FE Intervention are set out in Table 5 and are calculated on a quarterly basis. These are applicable to Teams Direct Routing and Tenant Management Service options. Table 5: Service Level Agreement for Service Restoration Without FE Intervention Severity Level Service Levels Restore Time Type Measuring Period Severity Level-1 90% < 4 hours SLA Quarter Severity Level-2 90% < 8 hours SLA Quarter Severity Level-3 90% < 12 hours SLA Quarter The Service Level for Service Restoration without FE Intervention is calculated as follows: Number of Incidents which did not require FE Intervention where Orange met the Restore Time Service Level Total Number of Incidents which did not require FE Intervention
Appears in 1 contract
Samples: Service Level Agreement