Common use of Operational Metrics Clause in Contracts

Operational Metrics. Operational Metrics – Metrics on trouble tickets opened by CENTURYLINK and West or reported by the Customer through the West portal accessed ticket system, specifically • Trouble tickets – Number of tickets opened and closed each month • Trouble tickets – Average time between ticket open and ticket close time. It should be noted that the average ticket close time may not be equivalent to the service resolution time in the case where there were delays in the customer providing additional information needed for West to triage and resolve reported system issues.

Operational Metrics. Operational Metrics – Metrics on trouble tickets opened by CENTURYLINK and West or reported by the Customer through the West portal accessed ticket system, specifically •  Trouble tickets – Number of tickets opened and closed each month •  Trouble tickets – Average time between ticket open and ticket close time. It should be noted that the average ticket close time may not be equivalent to the service resolution time in the case where there were delays in the customer providing additional information needed for West to triage and resolve reported system issues.