Incident Classification Matrix. 8.5.1 The Incident classification matrix set out below outlines the description, resolution and scheduled updates frequencies for the associated Incident priorities.
Incident Classification Matrix. 7.4.1. The Incident classification matrix set out below outlines the description, resolution and scheduled updates frequencies for the associated Incident priorities. Priority Description Target Resolution OUTSOURCE TELECOM Response Time High Total loss of Service resulting from a single event. User has total loss of Service / product or degraded beyond usable limits. Degraded Service. E.g. Errors, packet loss to router interface, Inability to transmit/receive where Business operations are severely impacted. 4 hours (Fibre) 5 Hours (GEA) 7 Hours (EoFTTC) 7 Hours (EFM) 1 hour followed by updates were reasonably possible Medium Partial loss of Service or degradation of Service, resulting from one event. Partial loss where Service is intermittent or slow throughput. Dribbling errors; packet loss less than 25%; slow throughput; 24 hours 6 hours Low Service Enhancement* that requires a change to the existing Service and/or THE CARRIER Network components that will facilitate Service. (*Service Enhancements exclude speed upgrades which are considered on a case-by-case basis and the team at OUTSOURCE TELECOM shall endeavour in conjunction with the carrier to resolve within 5 Business Days) Service requests or changes etc 3 Business Days -
Incident Classification Matrix. 7.4.1. The Incident classification matrix set out below outlines the description, resolution and scheduled updates frequencies for the associated Incident priorities. Priority Description Target Resolution Inspira Technology Group Response Time High Total loss of Service resulting from a single event. User has total loss of Service / product or degraded beyond usable limits. Degraded Service. E.g. Errors, packet loss to router interface, Inability to transmit/receive where Business operations are severely impacted. 4 hours (Fibre) 5 Hours (GEA) 7 Hours (EoFTTC) 7 Hours (EFM) 1 hour followed by updates each hour Medium Partial loss of Service or degradation of Service, resulting from one event. Partial loss where Service is intermittent or slow throughput. Dribbling errors; packet loss less than 25%; slow throughput; 24 hours 6 hours Low Service Enhancement* that requires a change to the existing Service and/or Inspira Technology Group Network components that will facilitate Service. (*Service Enhancements exclude speed upgrades which are considered on a case-by- case basis and the Inspira Technology Group shall endeavour to resolve within 5 Business Days) Service requests or changes etc 3 Business Days -
Incident Classification Matrix. 8.5.1 The Incident classification matrix set out below outlines the description, resolution and scheduled updates frequencies for the associated Incident priorities. SLA: All faults will be validated when reported and subsequently classified as below: • Priority 1 - Total loss of service (hard down or no transmission of signal in one or both directions) • Priority 2 – Service is available, but either reduced functionality or degradation is creating significant business impact for the End User • Priority 3 - Service is available, but either reduced functionality or degradation is being experienced by the End User without any significant business impact for the End User For Priority 1 faults we will resolve the fault within 6 Clock Hours (as defined below) from a validated fault. Clock Hours are defined as the time between the Start Time and Stop Time, excluding Parked Time, where: • Start Time means the time a fault has been validated and categorised as a Priority 1 fault
Incident Classification Matrix. 8.4.1 The Incident classification matrix set out below outlines the description, resolution and scheduled updates frequencies for the associated Incident priorities. Priority Description Target Resolution ANGLIAN INTERNET LTD Response Time High Total loss of Service resulting from a single event. User has total loss of Service / product or degraded beyond usable limits.
Incident Classification Matrix. 8.4.1. The Incident classification matrix set out below outlines the description, resolution and scheduled updates frequencies for the associated Incident priorities. Priority Description Target Resolution Microminder Response Time High - Total loss of Service resulting from a single event. User has total loss of Service / product or degraded beyond usable limits. - Degraded Service. e.g. Errors, packet loss to router interface. Inability to transmit/receive where Business operations are severely impacted. 4 hours (Fibre) 1 hour followed by updates each hour Medium - Partial loss of Service or degradation of Service, resulting from one event. - Partial loss where Service is intermittent or slow throughput. - Dribbling errors; packet loss less than 25%; slow throughput 24 hours 6 hours Low - Service Enhancement* that requires a change to the existing Service and/or Micro Minder Ltd Network components that will facilitate Service. - (*Service Enhancements exclude speed upgrades which are considered on a case-by-case basis and the Micro Minder Ltd shall endeavour to resolve such requests within 5 Business Days) - Service requests or changes etc 3 Business Days -
