MTTR. The Mean Time to Repair (“MTTR”) goal measures the average Time to Repair (“TTR”) within a given month for CenturyLink to restore service after a qualified trouble ticket for a critical or high priority issue has been submitted. A qualified trouble ticket opened by Customer must provide adequate information for CenturyLink to begin the troubleshooting process. If the trouble ticket does not provide enough information for CenturyLink to begin troubleshooting, CenturyLink will attempt to contact the primary Customer contact to obtain the necessary information to complete the trouble ticket. TTR is measured from the time a qualified ticket is opened to the restoration of the affected seat(s). The MTTR goal is calculated by dividing the sum of all the TTR hours in a given month by the number of qualified tickets within the same month. MTTR SLA credits are limited to critical and high priority events. Targets for medium and low priorities and for Communication Points are intended to be informational only. Credit is applied to the MRC of the seats at the affected Customer locations. Any trouble ticket where the service issue is mitigated by use of a temporary solution will be closed once the temporary solution is implemented. A second, lower priority trouble ticket will be created to track further progress toward restoring the original configuration and other associated tasks. Any trouble ticket where the root cause is not found to be on the CenturyLink network or platforms will not count toward SLA calculations, commitments, or credits. MTTR (continued) Priority Description Examples Goal Remedy* Communication Points****
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