Mean Time to Resolution definition

Mean Time to Resolution or “MTTR” means the total amount of time to investigate an alert after the last event is added (t=0). This includes Time to Detection, plus the total time spent for investigation and either escalation to the Customer or a determination is made that escalation to the Customer is not required.
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Mean Time to Resolution refers to mean time required to resolve Service Interruption(s), each ‘time to resolve a Service Interruption' is calculated when the Customer first makes direct contact to NOC, reporting a service impact, and ends when the Service becomes available again, subject to us having prompt access to its equipment in Customer’s location and subject to the following Exceptions: inclement weather, third party vendor service level agreements, maintenance or emergency restoration activity or inter-carrier outages, crane & rigging requirements, Customer must be able to test at demarcation, packet loss percentage to be calculated across are backbone, access to Customer premises must be available, remote markets requiring Field Service Operations (FSO) more than 1 hour of travel time, and degradations requiring channel changes during the Maintenance Window.
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Mean Time to Resolution or “MTTR”): Response Time and Update Time for the Priority/Severity Levels below indicate the target time it will take Globalgig to notify Customer that an Incident has been identified and action has been initiated to resolve it. The Response Time is the time from reporting of an Incident by either Customer or the monitoring system until a Trouble Ticket has been created; Update Time is the time from the previous Trouble Ticket update or Customer contact until the subsequent Trouble Ticket update or Customer contact. Globalgig shall assign Priority/Severity Levels to Incidents as stated below and provide the associated Service Level Agreement (“SLA”) for Managed Network Services. Priority/Severity Level Definition MTTA Ticket Updates MTTR Priority 1 (Urgent) 50% or more of the Customer’s services are completely down at a site 15 Minutes Hourly 4 Hours Priority 2 (High) Less than 50% of the Customer’s services are down at site 30 Minutes Hourly 8 Hours Priority 3 (Normal) Individual user’s service or functionality is affected 45 Minutes Every 4 hours or by next business day 24 Hours Priority 4 (Informational) Routine technical issue, such as improper time on phone or caller-ID issues, Network/Voice services are up and there are no operational impacts 60 Minutes Every 8 hours or by next business day 36 Hours
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Examples of Mean Time to Resolution in a sentence

  • If average monthly Mean Time to Resolution or MTTR is not met, Globalgig will credit Customer with ten percent (10%) of the monthly recurring charge for the relevant Managed Network Service for the affected Covered Device for the given month.

Related to Mean Time to Resolution

  • Terms of Reference (TOR) means the document included in the RFP as Section 5 which explains the objectives, scope of work, activities, tasks to be performed, respective responsibilities of the Client and the Consultant, and expected results and deliverables of the Assignment/job.

  • Terms of Reference (TORs) means the Terms of Reference that explains the objectives, scope of work, activities, and tasks to be performed, respective responsibilities of the Procuring Entity and the Consultant, and expected results and deliverables of the assignment.

  • Supplemental Resolution means any resolution or resolutions of the Trust amending, modifying or supplementing this Bond Resolution, authorizing the issuance of a Series of Refunding Bonds, or any other Supplemental Resolution adopted by the Trust pursuant to the provisions of this Bond Resolution.

  • Special Resolution means a resolution passed by a majority of not less than two-thirds (2/3) of the votes cast on that resolution.

  • Authorizing Resolution means a resolution adopted by the Board of Directors or by an Officer or committee of Officers pursuant to Board delegation authorizing a Series of Securities.

  • unanimous resolution means, subject to subsection (3) -

  • Certified Resolution means a copy of a resolution certified by the Secretary or an Assistant Secretary of the Company to have been duly adopted by the Board of Directors and to be in full force and effect on the date of such certification.

  • Terms of Reference (TOR) means the document included in the RFP as Section 5 which explains the objectives, scope of work, activities, tasks to be performed, respective responsibilities of the Client and the Consultant, and expected results and deliverables of the assignment.

  • U.S. Special Resolution Regime means each of (i) the Federal Deposit Insurance Act and the regulations promulgated thereunder and (ii) Title II of the Xxxx-Xxxxx Xxxx Street Reform and Consumer Protection Act and the regulations promulgated thereunder.

  • Arrangement Resolution means the special resolution approving the Plan of Arrangement to be considered at the Company Meeting, substantially in the form of Schedule B.

  • Resolution shall have the meaning specified in Section 8(E).

  • Special Resolution Regime means each of (i) the Federal Deposit Insurance Act and the regulations promulgated thereunder and (ii) Title II of the Xxxx-Xxxxx Xxxx Street Reform and Consumer Protection Act and the regulations promulgated thereunder.

  • the text message voting system means such text messaging voting facility as may be provided by the returning officer for the purpose of enabling voters to cast their votes by text message;

  • Resolution Time means 1:00 p.m. New York time on the Local Business Day following the date on which the notice of the dispute is given under Paragraph 5.

  • Bond Resolution means the resolution to be adopted by the Governing Body prescribing the terms and details of the Bonds and making covenants with respect thereto.

  • resolution plan means a plan proposed by resolution applicant for insolvency resolution of the corporate debtor as a going concern in accordance with Part II;

  • Ordinary Resolution means a resolution passed by a simple majority of the Members as, being entitled to do so, vote in person or, where proxies are allowed, by proxy at a general meeting, and includes a unanimous written resolution. In computing the majority when a poll is demanded regard shall be had to the number of votes to which each Member is entitled by the Articles.