Outage Type Clause Samples

Outage Type. The PIP SLA defines Service disruptions as:  Hard Outage  Service Issue 4.3.1 The Service restoration priority determines the ranking of the repair actions against other Service Issues. Priority 1 Total loss of Service or degraded Service to the extent that it is unusable by Customer and Customer is prepared to release its Service for immediate testing Priority 2 Degraded Service, however Customer is able to use the Service and is not prepared to release its Service for immediate testing Priority 3 A problem with the Service that does not impact the functionality of the Service; including a single non-circuit specific quality of Service inquiry. Priority 4 Non Service affecting requests (e.g. a Customer request for an incident report) and all other queries not covered by Priority 1 – 3 above. Scheduled maintenance 4.3.2 A Hard Outage has Priority 1 Service restoration priority with the exception of Bronze Hard outages which are handled as a Priority 2 ticket. Availability and TTR apply to Hard Outages. 4.3.3 A Service Issue has Priority 2 Service restoration priority. PTD, PDR and Jitter apply to Service Issues. 4.3.4 Priority 3 and Priority 4 issues will be addressed by Verizon. However, Priority 3 and Priority 4 issues are not eligible for SLA credits.