RESOLVABLE CALL definition

RESOLVABLE CALL means, for all Services, any Call capable of being resolved by the RESTRICTED - PROPRIETARY INFORMATION The information contained herein is for use by authorized employees of AT&T, Amdocs, and their Affiliated Companies, only, and is not for general distribution within those companies or for distribution outside those companies except by written agreement. Schedule Y Certain Defined Terms Contract No. 02026409 Amendment No. 02026409.A.010 Level-1 Help Desk within a [**] period during the Measurement Window to report a problem, except Calls that require: - A physical dispatch of a person to the relevant site to resolve the problem; - Calls to be routed to another service provider to resolve the problem; - Resolution by business or engineering applications support personnel to fix the problem (e.g., ABEND, application rerun, etc.); - Resolution by a Software provider to fix the problem (e.g., Software fix, new release, etc.); - A software reload or reconfiguration reset that takes more than the available time, due to physical hardware or network limitations on data transfer; - Resolution of network issues outside of the scope of the services provided by Amdocs; or - Resolution of a problem caused by hardware or software not supported by Amdocs under any of the applicable contractual agreements with Eligible Recipient. For the avoidance of doubt, if any of the above exceptions exist for a Help Desk Call, and the Help Desk attendant should have been able to solve the problem by using then-currently installed tools, the Help Desk Call will be classified as capable of being resolved during the first Call to the Help Desk and will be counted as unresolved rather than being excluded from the calculation.
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Related to RESOLVABLE CALL

  • Deadlock has the meaning set forth in Section 8.5(a).

  • Resolve and the correlative terms, “Resolved”, “Resolving” and “Resolution” each means that the Services are restored to a point where the Customer can perform their job. In some cases, this may only be a work around solution until the root cause of the Error or Unplanned Disruption is identified and corrected (the need for restoration of normal service supersedes the need to find the root cause of the incident).

  • Resolution Period has the meaning set forth in Section 2.04(c)(ii).

  • Positive Test Result means a finding of the presence of drugs, alcohol, or their metabolites in the sample tested in levels at or above the threshold detection levels contained in the standards of one of the programs listed in Minn. Stat. § 181.953, Subd. 1.

  • Settlement Class Representatives means ▇▇▇ ▇▇▇▇▇▇, ▇▇▇▇▇▇ ▇▇▇▇▇, and ▇▇▇▇▇ ▇▇▇▇▇▇.