Major Service Outages definition
Major Service Outages means faults affecting one or more Category A Business Customer including, for example: (a) faults causing a significant loss of or severe degradation to customer service where there is no immediate workaround, redundancy or fallback system; (b) faults causing a significant loss of or severe degradation to service affecting one or more Category A Business Customers’ major bespoke networks or more than two customer sites belonging to Category A Business Customers; (c) a power alarm at any critical or high category site (as per the site listing maintained by the Virgin Media Group from time to time) even if not yet service affecting; (d) any fault that has an immediate major financial impact of more than £50,000; (e) any fault that has a major impact on business due to customer satisfaction, reputation, revenue and / or health & safety being at risk, which might result in legal action being commenced against the Licensee or any member of the Virgin Media Group; or (f) any fault requiring additional incident management and supporting resource to complement the business as usual resource;