Key Service Quality Measurement Definitions Sample Clauses

Key Service Quality Measurement Definitions. 9. Average Interval - Average number of business days between order Completed application date and actual work completion date. The application date is the date that a valid service request is received. Completion date is the field completion date noted on the Service Order. Includes "W" coded orders only. Orders completed late due to a CLEC or CLEC end user caused delay are excluded from this performance measure. Does not include an order with a due date that is beyond the standard available appointment interval. -------------------------------------------------------------------------------- 10. % Completed within For POTS orders of 1 to 5 lines. The percentage of 5 business days - Total orders completed in 5 business days between order application date and actual work completion date. The application date is the date that a valid service request is received. Includes "W" coded orders only. Orders completed late due to a CLEC or CLEC end user caused delay are excluded from this performance measure. Does not include an order with a due date that is beyond the standard available appointment interval. Does not include coordinated cut-over orders, such as loop or number portability orders. -------------------------------------------------------------------------------- 11. % Missed Installation Percentage of all orders completed for which there Appointment - BA - Total was a missed installation appointment caused by BA. Excludes missed installation appointments caused by CLEC or end user, including required access not available during appointment interval. -------------------------------------------------------------------------------- o % Missed Installation Same as above, for orders that require the Appointment - Dispatch assignment of loop facilities, switching office equipment, or both. -------------------------------------------------------------------------------- o % Missed Installation Same as above, for orders that require Appointment - No switching translations work only. These Dispatch are primarily "feature orders". -------------------------------------------------------------------------------- 12. % Missed Installation Percentage of all orders completed for which there Appointment - Facilities was a missed installation appointment due to lack of BA facilities. -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- 13. % Installation Troubl...
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Key Service Quality Measurement Definitions. Average Interval - Completed Average number of business days between order application date and actual work completion date. The application date is the date that a valid service request is received. Completion date is the field completion date noted on the Service Order. Includes “W” coded orders only. Orders completed late due to a CLEC or CLEC end user caused delay are excluded from this performance measure. Does not include an order with a due date that is beyond the standard available appointment interval. % Completed within 5 business days - Total For POTS orders of 1 to 5 lines. The percentage of orders completed in 5 business days between order application date and actual work completion date. The application date is the date that a valid service request is received. Includes “W” coded orders only. Orders completed late due to a CLEC or CLEC end user caused delay are excluded from this performance measure. Does not include an order with a due date that is beyond the standard available appointment interval. Does not include coordinated cut-over orders, such as loop or number portability orders. % Missed Installation Appointment - BA - Total Percentage of all orders completed for which there was a missed installation appointment caused by BA. Excludes missed installation appointments caused by CLEC or end user, including required access not available during appointment interval. % Missed Installation Appointment - Dispatch Same as above, for orders that require the assignment of loop facilities, switching office equipment, or both. % Missed Installation Appointment - No Dispatch Same as above, for orders that require switching translations work only. These are primarily “feature orders”. % Missed Installation Appointment - Facilities Percentage of all orders completed for which there was a missed installation appointment due to lack of BA facilities. % Installation Troubles within 30 Days Percentage of lines/circuits/trunks ordered for which a Network Trouble (Disposition Codes, 3, 4 and 5) is reported and found within 30 days of order completion. Excludes subsequent reports (additional customer calls while the trouble is pending), Customer Provided Equipment (CPE) troubles, troubles reported but not found (Found OK and Test OK), and troubles closed due to customer action. Trouble reports on unregulated services, such as Voice Messaging, are excluded.
Sample 1
Key Service Quality Measurement Definitions. Repeat Trouble Reports within 30 days The percentage of network troubles (Disposition Codes 3, 4 and 5) cleared that have an additional trouble within thirty (30) days for which a network trouble (Disposition Codes 3, 4 and 5) is found. A “Repeat Trouble Report” is a trouble on the same line/circuit/trunk as a previous trouble reported within the last thirty (30) calendar days. A trouble report is not treated as a “Repeat Trouble Report” where the original trouble report was: trouble that had an originating disposition code of CPE (customer premises equipment—disposition codes 12 and 13); trouble that had an originating disposition code of Customer Action (disposition code 6); or, trouble that originally closed as a Front End Close-Out. A trouble report is also not treated as a “Repeat Trouble Report” where the repeat report is: a subsequent report (an additional customer call while the trouble is pending); customer provided equipment (CPE) trouble; trouble reported but not found (Found OK and Test OK); or, trouble closed due to customer action. Network Performance: % Common Final Trunk Blockage Measures the percentage of BA Common Final Trunk Groups that exceed the applicable blocking design threshold (either B.01 or B.005). Common Final Trunks: Common Final Trunks carry local traffic between BA end offices and the BA Tandem and between BA end offices. Does not include Common Final Trunks carrying only IXC traffic. Blockage: The system used to measure trunk performance is TNDS (Total Network Data System). Monthly trunk blockage studies are based on a time consistent busy hour. The percentage of BA trunk groups exceeding the applicable blocking design threshold (either B.01 or B.005) will be reported. For B.01 design, this is trunk groups exceeding a threshold of about 3% blocking. For B.005 design, this is trunk groups exceeding a threshold of about 2% blocking. BA may combine measurement data for PA and DE for this measurement. % Dedicated Final Trunk Blockage Measures the percentage of BA Dedicated Final Trunk Groups that exceed the applicable blocking design threshold (either B.01 or B.005). Dedicated Final Trunks: Dedicated final trunk groups carry local traffic from a BA Access Tandem to a CLEC switch. A dedicated final trunk group does not overflow. Does not include IXC dedicated trunks or Dedicated Final Trunks carrying only IXC traffic. Blockage: The system used to measure trunk performance is TNDS (Total Network Data System). Monthly trunk blocka...
Sample 1

Related to Key Service Quality Measurement Definitions

  • Service Quality The Transfer Agent shall maintain a quality control process designed to provide a consistent level of quality and timeliness for its call center, correspondence services and transaction processing.

  • SERVICE LEVEL DESCRIPTION The Fund Accounting Agreement is hereby amended by deleting the Service Level Description attached thereto and replacing it in its entirety with the Service Level Description attached hereto.

  • Aircraft Information Table Table 1 consolidates information contained in Articles 1, 2, 3 and 4 with respect to (i) quantity of Aircraft, (ii) applicable Detail Specification, (iii) month and year of scheduled deliveries, (iv) Aircraft Basic Price, (v) applicable escalation factors and (vi) Advance Payment Base Prices and advance payments and their schedules.

  • Disclosure to numbering service providers (a) Any Finance Party may disclose to any national or international numbering service provider appointed by that Finance Party to provide identification numbering services in respect of this Agreement, the Facility and/or one or more Obligors the following information:

  • Service Levels Annex 1 to this Part A of this Call Off Schedule sets out the Service Levels the performance of which the Parties have agreed to measure. The Supplier shall monitor its performance of this Call Off Contract by reference to the relevant performance criteria for achieving the Service Levels shown in Annex 1 to this Part A of this Call Off Schedule (the Service Level Performance Criteria) and shall send the Customer a Performance Monitoring Report detailing the level of service which was achieved in accordance with the provisions of Part B (Performance Monitoring) of this Call Off Schedule. The Supplier shall, at all times, provide the Services in such a manner that the Service Levels Performance Measures are achieved. If the level of performance of the Supplier of any element of the provision by it of the Services during the Call Off Contract Period: is likely to or fails to meet any Service Level Performance Measure or is likely to cause or causes a Critical Service Failure to occur, the Supplier shall immediately notify the Customer in writing and the Customer, in its absolute discretion and without prejudice to any other of its rights howsoever arising including under Clause 12 of this Call Off Contract (Service Levels and Service Credits), may: require the Supplier to immediately take all remedial action that is reasonable to mitigate the impact on the Customer and to rectify or prevent a Service Level Failure or Critical Service Level Failure from taking place or recurring; and if the action taken under paragraph (a) above has not already prevented or remedied the Service Level Failure or Critical Service Level Failure, the Customer shall be entitled to instruct the Supplier to comply with the Rectification Plan Process; or if a Service Level Failure has occurred, deduct from the Call Off Contract Charges the applicable Service Level Credits payable by the Supplier to the Customer in accordance with the calculation formula set out in Annex 1 of this Part A of this Call Off Schedule; or if a Critical Service Level Failure has occurred, exercise its right to Compensation for Critical Service Level Failure in accordance with Clause 13 of this Call Off Contract (Critical Service Level Failure) (including subject, for the avoidance of doubt, the proviso in Clause 13.1.2 of this Call Off Contract in relation to Material Breach). Approval and implementation by the Customer of any Rectification Plan shall not relieve the Supplier of any continuing responsibility to achieve the Service Levels, or remedy any failure to do so, and no estoppels or waiver shall arise from any such Approval and/or implementation by the Customer. SERVICE CREDITS Annex 1 to this Part A of this Call Off Schedule sets out the formula used to calculate a Service Credit payable to the Customer as a result of a Service Level Failure in a given service period which, for the purpose of this Call Off Schedule, shall be a recurrent period of [one Month] during the Call Off Contract Period (the Service Period).

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