Measurement Process. Objective 1: Individual Service Request: Install intervals are based on the committed installation intervals established in this SLA or due dates negotiated between Customer and Contractor. This objective requires the Contractor to meet the due date for each individual Service Request. Objective 2:
Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from an outage-causing event or the opening of a trouble ticket by a Customer, or the Contractor, whichever occurs first. The Contractor shall open a trouble ticket(s) for each service affected by the common cause. Each End-User service is deemed out of service from the first notification until the Contractor determines the End-User service (Circuit ID) is restored, minus SCC. Any service reported by Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Service(s):
Measurement Process. The Outage Duration start shall be determined by the first Contractor network alarm resulting from the outage-causing event or the opening of a trouble ticket by the Customer, whichever occurs first. The Contractor has fifteen (15) minutes (Notification Period) to notify the Customer from the start point of the first network alarm. The Contractor is in compliance with the proactive outage notification SLA if the Customer opened the trouble ticket prior to the network alarm or Customer is notified by the Contractor within the Notification Period. Service(s): Managed Internet Services with Managed Router Objective (s): 15 Minutes Rights and Remedies Per Occurrence: Customer will receive a credit equal to ten percent of the TMRC for Managed Internet Service (Circuit ID) that was impacted during an outage if the Customer was not proactively notified within the notification period Monthly Aggregated Measurements: N/A Xxxxxx understands the Requirement and shall meet or exceed it? Yes X No_
Examples of Measurement Process in a sentence
Measurement Process: The monthly Availability Percentage shall be based on the accumulative total of all Unavailable Time derived from all trouble tickets closed, for the affected service (Per Circuit ID), per calendar month.
More Definitions of Measurement Process
Measurement Process. Objective 1:
Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from an outage-causing event or the opening of a trouble ticket by a Customer, or the Contractor, whichever occurs first. The Contractor shall open a trouble ticket for each service (Circuit ID or Service ID) affected by the common cause. Each End-User service is deemed out of service from the first notification until the Contractor determines the End-User service (Circuit ID or Service ID) is restored minus SCC. Any service reported by a Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Service(s): Flat Rate Internet Service Objective (s): The objective restoral time will be: Service Type Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) Internet Flat Rate Service ≤ 3 hours ≤ 2 hours ≤ 1 hour S Rights and Remedies Per Occurrence: 100% credit or refund of the TMRC for each End-User service not meeting the committed objective for each CAT 1 fault. Monthly Aggregated Measurements: N/A Standard (S) Premier (P) 24.6.8.3 Catastrophic Outage 2 (CAT 2) (M-S) SLA Name: Catastrophic Outage 2 (CAT 2) Definition: A total failure of a service type in a central office (or equivalent facility), other than access, that results in a CALNET DNCS service failure. Or, a backbone failure or failure of any part of the equipment associated with the backbone that causes a CALNET DNCS service failure.
Measurement Process. The Outage Duration start shall be determined by the first Contractor network alarm resulting from the outage-causing event or the opening of a trouble ticket by the Customer, whichever occurs first. The Contractor has fifteen (15) minutes (Notification Period) to open a trouble ticket and notify the Customer from the start point of the first network alarm. The Contractor is in compliance with the proactive outage notification SLA if the Customer opened the trouble ticket prior to the network alarm or Customer is notified by the Contractor within the Notification Period. Service(s): MPLS Port, Access and Router Bundled Transport Speeds (Section Error! Reference source not found.) MPLS Port, Access and Router Bundled On-Net Transport Speeds (Section Error! Reference source not found.) MPLS Port, Access and Router Bundled Off-Net Transport Speeds (Section Error! Reference source not found.) MPLS Port, Access and Router Bundled Ethernet On-Net Transport Speeds (Section Error! Reference source not found.) MPLS Port, Access and Router Bundled Ethernet Off-Net Transport Speeds (Section Error! Reference source not found.) Objective (s): 15 Minutes Rights and Remedies Per Occurrence: Customer will receive a credit equal to ten percent (10%) of the TMRC for each Contractor Managed Service (Circuit ID) that was impacted during an outage if the Customer was not proactively notified within the notification period. Monthly Aggregated Measurements: N/A Bidder understands the Requirement and shall meet or exceed it? Yes X No Service Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) Converged VoIP Site Survivability Network Failure 240 hours 120 hours 72 hours S 1.2.9.8.14 Excessive Usage of Site Survivability Network Failure Service (M-S) SLA Name: Excessive Usage of Site Survivability Network Failure Service Definition: The usage of Site Survivability Network Failure Service shall not exceed the objective commitment identified below in a month, per site. Measurement Process: The monthly usage duration shall be based on the accumulated total of all service activation events during a given month. A service usage event shall begin from alarm or activation of service and ending when a Site Survivability Network Failure Service resumes to a standby state and no traffic traverses the PSTN on the back-up circuit. Objective (s) applied to the following Services: • Converged VoIP Site Survivability Network Failure Objective(s): Rights and Remedies Per ...
Measurement Process. The Outage Duration begins when an application alarm/other fault indicator is received by the Contractor from an outage-causing event or the opening of a trouble ticket by a Customer, or the Contractor, whichever occurs first. Upon notification from the Customer or application alarm, the Contractor shall compile a list for each End-User seat and feature at the End-User location for tracking and reporting of SLA rights and remedies. Each seat and feature is deemed out of service from the first notification until the Contractor determines all End-User seats and features are restored minus SCC. Any seat or feature reported by End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Service(s): NBCC Services Objective (s): The objective restoral time shall be: Rights and Remedies Per Occurrence: 20 percent of the TMRC and two (2) days of ADUC, when usage applies, for each NBCC seat and service/feature impacted by the service failure. Monthly Aggregated Measurements: N/A Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) NBCC Services ≤ 1 hour ≤ 30 minutes ≤ 15 minutes P
Measurement Process. The amount of time between the identification of an anomaly or attack, and the notification (or when the Contractor initially attempts to notify) of the customer. Service(s): DDoS Detection and Mitigation Objective(s): Service DDoS Detection and Mitigation Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) ≤ 45 minutes ≤ 30 minutes ≤ 15 minutes P Rights and Remedies Per Occurrence: Customer will receive a credit equal to 25 percent of the DDoS Detection and Mitigation Service TMRC for each event in which a Customer is not notified within the committed objective. Monthly Aggregated Measurements: N/A 7.3.8.7 Excessive Outage (M-S) SLA Name: Excessive Outage Definition: A service failure that remains unresolved for more than the committed objective level. Measurement Process: This SLA is based on trouble ticket Unavailable Time. The service or feature is unusable during the time the trouble ticket is reported as opened until restoration of the service, minus SCC. If Customer reports a service failure as unresolved after the closure of the trouble ticket by the Contractor, the Unavailable Time shall be adjusted to the actual restoration time. Service(s): DDoS Detection and Mitigation Service Email Monitoring and Scanning Service Web Security and Filtering Service Security Information and Event Management (SIEM) Objective(s): The Unavailable Time objective shall not exceed: Bidder’s Objective Basic Standard Premier Commitment Service (B) (S) (P) (B, S or P) DDoS Detection and 16 hours 12 hours 8 hours P Mitigation Service Email Monitoring and 16 hours 12 hours 8 hours P Scanning Service Web Security and 16 hours 12 hours 8 hours P Filtering Service SIEM 16 hours 12 hours 8 hours B Rights and Remedies Per Occurrence: 100 percent of the TMRC for each service or feature out of service for a period greater than the committed objective level. Upon request from the Customer or the CALNET 3 CMO, the Contractor shall provide a briefing on the excessive outage restoration. Monthly Aggregated Measurements: N/A Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B or S) DDoS Detection and Mitigation 45 minutes 30 minutes 15 minutes P
Measurement Process. The Contractor shall meet the time interval for each individual Service Request in accordance to the Contract Sections identified below or as negotiated between Customer and Contractor in writing. The Customer will contact AT&T to request a credit when a provisioning objective is missed. The Customer must provide confirmation notification received from AT&T which initiated the provisioning timeframes and a delivery confirmation receipt that identifies the missed objective. AT&T shall provide the confirmation notification to the Customer at time of order. The Customer will also provide to AT&T a delivery confirmation receipt that identifies the missed objective.Provisioning SLAs have two (2) objectives: Objective 1 – Existing Service; and, Objective 2 – New Services. Measurement: Objective 1 - Existing Services as indicated below: • Replacement/Upgrade Equipment – Within five (5) business days (activate/suspend) • Replacement/Upgrade Equipment – effective on the requested date or on the first day of the current billing cycle, as applicable (terminate/account changes) • Temporary Suspension/Reactivation Service – Within 24 hours (ship inactive equipment) • Emergency – Within 4 hours • Non-Emergency - Within 24 hours Objective 2 - New Services as indicated below: • Service Activation Emergency – Within 24 hours (activate equipment and service) • Delivery Time Non-Emergency – Within five (5) business days of order acknowledgement (in stock) • Service Activation – Within 24 hours (includes ship equipment/ready for use) Remedy: Per Occurrence as requested by Customer with accompanying confirmation and delivery notification: • For service plans, the Contractor shall credit 100 percent (100%) of the Customer’s monthly plan rate for one (1) full month for each cellular telephone number for which a delivery date is missed. • For equipment, the Contractor shall credit ten percent (10%) of the Non-recurring Cost to purchase the equipment for each cellular telephone number for which a delivery date is missed. Remedies shall be credited to the Customer’s account within 60 calendar days of the missed due date.
Measurement Process. MPAC will track the period of time commencing when MPAC receives a Tax Application from the Municipality until MPAC delivers a Completed Tax Application to such Municipality. MPAC will track the accuracy of Completed Tax Applications.