Service Level Agreements Subcategory 6.1 – Hosted IVR/ACDMarch 5th, 2019
FiledMarch 5th, 2019The following conditions shall be allowed to stop the trouble ticket Outage Duration for CALNET 3 Contractor trouble tickets. The Contractor shall document the trouble ticket Outage Duration using the Stop Clock Condition (SCC) listed in Table 6.1.3.7 and include start and stop time stamps in the Contractor’s Trouble Ticket Reporting Tool for each application of a SCC.