Network Communication failure at TPL National Operation Centre Sample Clauses

Network Communication failure at TPL National Operation Centre. All Defects escalated by TPL to Service Provider’s NOC will be done through MC&I Technical personnel after all internal processes and procedures have been completed. Ticket reporting and logging through partner’s NOC will include the following details on a Ticket logging system at minimum:  Unique Ticket Number  Defect Number  Date and time of Defect and Ticket.  Person reporting Defect and Ticket.  Ticket Priority, (R/1/2/3)  Criticality Group, (Major/Minor).  Ticket location, Station name.  Nature of Ticket, Technical Details.  Detailed Report reference number.  Escallation to OEM details.  Call recording facility. All Defects escalated shall be logged on a computerised Ticket reporting and tracking system and are to be monitored until they have been resolved. In addition, reports will be generated monthly for review and proactive measures taken. Refer to Ticket logging Process flow diagram on the next page. o Start LEGEND Internal process maximum 1 hour ALARM SYSTEM Response plus travelling time Restoration time maximum 4 hours Can the defect be resolved internally? YES END NO FOC ONS Is it FOC or ONS Fault? Complete Permit to work on site and notify MCC Refer to ticket Generation Details on SLA Refer to SLA form Response Times NO Will the system be restored in 4hrs? YES Work Permit sign off and notify MCC + defect closure FOC change e.g. splicing, test results END MC&I, Escalates to Service Provider via telephone Refer to FOC SLA Process Document & update all system changes, invoice TPL SP, TPL Close work Permit o work completion and defect closure Proceed with system restoration Get assistance from OEM through the Back to back Agreement Escalate to OME for backup support Troubleshooting and System restoration SP Mobilise to attend to fault, updating TPL as in the SLA TPL and SP Arrives on site and Opens work Permit, Informs MCC SP Generate a ticket for the fault MC&I,successfull y resolves fault internally MCC notifies MC&I and Logs a fault Comms Failure Alarm at MCC MC&I Embarks on 1st Level Technical support TPL Internal PSroecrveiscseesProvider External Processes WORK FLOW DIAGRAM FOR INCIDENT REPORTING AND CALLOUTS ON THE CISCO (DWDM) ONS o
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