Common Contracts

Service Level Agreements

August 31st, 2021

• Filed
  August 31st, 2021

Line Item Stop Clock Condition (SCC) SCC Definition 1 END-USER REQUEST Periods when a restoration or testing effort is delayed at the specific request of the End-User. The SCC shall exist during the period the Contractor was delayed, provided that the End- User’s request is documented and time stamped in the Contractor’s trouble ticket or Service Request system and shows efforts are made tocontact the End-User during the applicable Stop Clock period. 2 OBSERVATION Time after a service has been restored but End- User request ticket is kept open for observation. If the service is later determined by the End-User to not have been restored, the Stop Clock shallcontinue until the time the End-User notifies the Contractor that the Service has not been restored. 3 END-USER NOT AVAILABLE Time after a service has been restored but End- User is not available to verify that the Service is working. If the service is later determined by the End-User to not have been restored, the Stop Clock shall