Common use of Trouble Reporting Clause in Contracts

Trouble Reporting. When reporting a fault to the Genuity GNOC, ▇▇▇▇ Atlantic shall supply as much diagnostic information as it reasonably has available. Genuity will initiate fault reporting directly when it is reasonably able to do so. Genuity shall utilize industry-standard fault detection tools. When a fault is detected, such fault will be logged by Genuity GNOC staff. Genuity shall also utilize industry standard fault management tools, and will notify ▇▇▇▇ Atlantic from time to time of any modification to the tools it is deploying. The Genuity GNOC shall be responsible for resolving the fault, and shall maintain auditable records of all such resolutions. At all stages during the fault resolution process, the Genuity GNOC shall remain the single point of contact for ▇▇▇▇ Atlantic. The Genuity GNOC will provide regular status updates, according to accepted industry standards, as a reported fault progresses toward resolution. Genuity shall categorize all faults in accordance with the severity levels indicated in the Severity Level Matrix below. Upon identifying a fault or a non-conforming condition, the Genuity GNOC will categorize the incident according to its agreed severity in accordance with the Severity Level Matrix. Where appropriate, ▇▇▇▇ Atlantic will consult with the Genuity GNOC as to the potential business impact and may verbally or electronically require a modification to the severity level accordingly. Fault tickets shall only be closed by Genuity when ▇▇▇▇ Atlantic has confirmed trouble resolution. Fault summaries and Fault status will be provided to ▇▇▇▇ Atlantic on a daily, weekly and monthly basis by the Genuity GNOC. Severity Level Matrix The severity matrix below indicates the level of urgency for an event: -------------------------------------------------------------------------------------------------------------------- Level Classified Nature Interval -------------------------------------------------------------------------------------------------------------------- 0 Emergency The problem is having a major adverse effect on Telephone call ▇▇▇▇ Atlantic or ▇▇▇▇ Atlantic End User(s)' notification within 15 business, preventing users from accessing the minutes of the time the network or their target application. ticket is opened; status will be available every 15 minutes via an ongoing conference call hosted by Genuity until the trouble is resolved; Genuity GNOC will notify ▇▇▇▇ Atlantic within 15 minutes after the ticket is closed. -------------------------------------------------------------------------------------------------------------------- 1 Critical The problem is having an adverse effect on ▇▇▇▇ Telephone call Atlantic or ▇▇▇▇ Atlantic End User's/s' business, notification will occur causing users to operate at a seriously degraded within15 minutes of the level of function or performance time the ticket is opened; status will be available every 15 minutes via an ongoing conference call ------------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------------- hosted by Genuity until the trouble is resolved; Genuity GNOC will notify ▇▇▇▇ Atlantic within 15 minutes after the ticket is closed. --------------------------------------------------------------------------------------------------------------------