Common Contracts
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NTT Service Level Agreements Category 22 – Cloud-Hosted VoIP ServicesJune 16th, 2021
Only the following conditions shall be allowed to stop the duration of the Service Level Agreements. The Contractor shall document durations using the Stop Clock Condition (SCC) listed in Table 22.4.7, which must include start and stop time stamps in the Contractor’s Trouble Ticket Reporting Tool (SOW Business Requirements Section G.10.4) or Customer provisioning Service Request for each application of an SCC. The Contractor shall not consider “cleared while testing” or “no trouble found” as a SCC. Contractor observation timeframes, not requested by End-User, after incident resolution shall not be included in Outage Duration reporting.
