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.
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 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
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.
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.
Except for the EVI Agreement, Executive represents and warrants to the Company that there are no agreements or arrangements, whether written or oral, in effect which would prevent Executive from rendering his exclusive services to the Company during the term of this Agreement.
In support of third party CPE maintenance, CenturyLink will manage vendors to the vendor time in the Mean Time to Resolution (MTTR) Service Level.