Target times. Each Party shall use its best endeavors to respond to and rectify faults of a type listed in the following table in accordance with the relevant response and restoration timeframes shown in the table below: Table H.3: Service restoration times Priority Level Fault Types (Key examples) ResponseTime * RestorationTime Level 1 Major switch outage Transmission bearer total outage Route blocking in excess of 50% of utilised capacity Major signalling faults Major routing issues Fraudulent calls Every 1 hour 4 hours Level 2 Minor switch outage Minor routing faults Minor signalling problemsRoute blocking of 10% to 50% of utilised capacity Crossed lines and silent calls Every 4 hours 24 hours Level 3 Faults affecting single or a small number of Customers Route blocking of less than10% of utilised capacity Every 24 hours 72 hours Xxxxx 0 Remote CongestionExternal Technical Irregularities Other performance related issues Every 48 hours 14 days * Indicates the frequency of response until the fault is cleared Any Customer Delays shall be added to the above table.
Target times. Level Description Incident response time Resolution time Critical Client’s business has significant loss or degradation of services or malfunction of the System that requires immediate attention. Examples: all or majority of the Client’s users are unable to log into the System or perform critical operations (e.g. assigning jobs to drivers or creating Transactions). 2 hours As soon as possible until the issue is resolved High Client’s business has moderate loss or degradation of services, but work can reasonably continue in an impaired manner, adopting workarounds when necessary. Examples: inability to modify existing processes or update system settings; add new users; extract data for reporting (though data is still in System); perform dispatching tasks. 4 hours (During Singapore Normal Business Hours) 5 Business Days with a workaround option Actual fix schedule in Maintenance Release Cycle (4-8 weeks) Medium Client’s business has minor loss or degradation of services, but work can continue. Examples: inability to modify user’s information; inability to use filter or search on certain modules; Not all reporting functions are working as expected. 2 Business Days Maintenance Release Cycle Low Client’s business is substantially functioning with minor or no impediments to services. 2 Business Days Maintenance Release Cycle
Target times. Each Party shall respond to, rectify and restore faults of a type listed in the following table in accordance with the target times set out below. Priority Level Fault Types (examples) Response Time Restoration Time Level 1 (Service Affecting (SA)) 1. Power Failure 2. Fibre Optic Cable 3. Inside Plant 4. Fault due to Cable Maintenance 5. Fault due to Equipment Maintenance 6. Fault due to Circuit Maintenance 7. Customer 8. Others Within 1 hour within 60 km from SACOFA base (additional 1 hour is added for every additional 60 km). 4 hours Xxxxx 0 (Xxx- Xxxxxxx Xxxxxxxxx (XXX)) 1. Power Failure 2. Fibre Optic Cable 3. Inside Plant 4. Fault due to Cable Maintenance 5. Fault due to Equipment Maintenance 6. Fault due to Circuit Within 4 hours 24 hours Maintenance 7. Customer Others Note: The above is not applicable to SACOFA’s submarine cable system, refer to Fault Escalation for Submarine Cable System (Annexure A) Explanatory Notes to Condition 2.12:
Target times. Each Party shall respond to, rectify and restore faults of a type listed in the following table in accordance with the target times set out below. Priority Level Fault Types (examples) Response Time Restoration Time Level 1 (Service Affecting (SA)) Power outage – other than Power supply authority /XXXXx downtime High temp alarm – for Shelter provided by SACOFA Slope failure Access road failure Others- housekeeping, compound light, etc Theft and Vandalism - 2 hrs within 60km from SACOFA base (additional 1 hour is added for every additional 60 km) subject to accessibility to the Designated Tower and/or Designated Monopoles 24 hours subject to the severity of the fault 7 days subject to the severity of the damages
