Outage Types Clause Samples
The 'Outage Types' clause defines and categorizes the different kinds of service interruptions that may occur under an agreement. It typically distinguishes between planned outages, such as scheduled maintenance, and unplanned outages, like system failures or emergencies, and may specify notification requirements or response procedures for each type. By clearly outlining these categories, the clause helps both parties understand their responsibilities and expectations during service disruptions, thereby reducing confusion and ensuring smoother resolution of outages.
Outage Types. The E-Line EVC SLA defines service disruptions as either a Hard Outage or a Service Issue. The service restoration priority determines the ranking of the repair actions against other service related events. A Hard Outage has Priority 1 service restoration priority with the exception of Hard Outages for Off-Net Silver which has Priority 2 Service restoration priority. A Service Issue has Priority 2 Service restoration priority. The E-Line EVC Availability and MTTR Service Level Standards apply only to Hard Outages. RTD, DDR and Frame Jitter apply to Service Issues. Priority 3 and Priority 4 issues do not affect functionality of service and are not eligible for SLA credits. Priority Level Criteria 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 Faults 1 – 3 above. Scheduled maintenance