Suspended Time definition
Suspended Time means the duration in time between Reschedule Indicated (RI) notification and the Rescheduled Request (RR) notification measured hour and minutes – weekends and excluding public holidays.
Suspended Time where the clock is stopped or suspended when the progression of the resolution of an Incident is outside the control of MetroFibre, for example where MetroFibre does not have all the relevant information or MetroFibre cannot access the Customer Premises for any reason, etc; “Ticket” a file usually contained within an Incident management system which contains information regarding an Incident or customer information/service request and the support interventions made by the technical support staff in order to resolve the Incident or Customer request. The Ticket will contain a reference number that will be provided to the Customer; and “UNI” the physical interface or port that is the demarcation between the Customer and MetroFibre.