Common use of Without Field Engineer Clause in Contracts

Without Field Engineer. (FE) Intervention – Service Level Agreement Severity Level Service Levels Restore Time Type Measuring Period (a) Customer placed 296 Incident calls; (b) out of these (i.e. (a)), 194 Incidents did not require FE Interventions during the quarter; and (c) Orange restored the Equipment to proper operational condition within the Service Restoration Service Level on 191 of those Incidents, the Service Level achieved for the quarter would be calculated as follows: 191/194 = 0.98 or 98%. The following will be excluded from the Service Level for Service Restoration without FE Intervention: (i) all hardware Incidents (e.g. gateways, phones and cards); (ii) Incidents for Locations that have not been accurately identified by Customer; and (iii) Incidents for Locations that have been operational for less than 30 days.