Common use of Without Field Engineer Clause in Contracts

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

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