With Field Engineer Intervention Clause Samples

With Field Engineer Intervention. The Service Levels and/or the Service Level Objectives for Service restoration where a field engineer (“FE”) is required to resolve the matter (“Service Restoration with FE Intervention”): (a) are calculated on a quarterly basis; (b) will only apply if there is a Severity Level-1 Incident; (c) will only apply if the Severity Level-1 Incident is reported to the Orange Global Customer Support Center (GCSC) by Customer and an Incident Report has been opened; and (d) will vary, depending on the Location classification given to such Location. The following will be excluded from the Service Levels and/or the Service Level Objectives for Service Restoration with FE Intervention: (i) all non-hardware Incidents (e.g. circuit and software-related Incidents); (ii) Incidents for Locations that have not been accurately identified by Customer; (iii) Incidents for Locations that have been operational for less than 30 days; and (iv) Incidents where the FE is prevented from meeting a Service Level due to Customer delaying access to the Location or Equipment. 1.3.2.1.1 Severity Level-1 Incidents – Service Level Agreement Table 2: Severity Level-1 Incidents – With FE Intervention Location Classification Distance (D) from Orange Business Services City (km) Hour Coverage Service Level Target Services D < 50 50 < D < 100 100 < D < 200 Max Time to Restore Type Period 1.3.2.1.2 Severity Level-2 Incidents – Service Level Objectives Table 3: Severity Level-2 Incidents – With FE Intervention Location Classification Distance (D) from Orange Business Services City (km) Hour Coverage Service Level Objective Services D < 50 50 < D < 100 100 < D < 200 Max Time to Restore Type Period Table 4: Severity Level-3 Incidents – With FE Intervention Location Classification Distance (D) from Orange Business Services City (km) Hour Coverage Service Level Objective Services D < 50 50 < D < 100 100 < D < 200 Max Time to Restore Type Period (a) Customer placed 296 Incident calls; (b) out of these 296 Incidents, only 192 Incidents were identified as Severity Level-3 Incidents; (c) out of these 192 Incidents, only 32 Incidents required on-site FE Interventions during the quarter; and (d) Orange restored the Equipment to proper operational condition within the Service Restoration Service Level Objective on 31 of those Incidents, the Service Level Objective achieved for the quarter would be calculated as follows: 31 / 32 = 0.96 or 96%.