CPE and Related Services - Data Maintenance Service Descriptions
2. Definitions and Related Terms and Conditions
3. Optical LAN Solutions (OLS) Maintenance Service Descriptions.
3.1 OLS Remote
3.4 OLS On-Site 8X5 with Parts
3.5 OLS On-Site 8X5 with NBD Parts
3.6 OLS On-Site 24X7 with Parts
3.7 OLS On-Site 24X7 with NBD Parts
4. Verizon Data Maintenance – Network Service Description
5. Decommissioned Service Descriptions. As of December 16, 2008, no new orders will be accepted for the services listed below:
5.5 Verizon Connectivity Assurance Service
5.6 IP Telephony Application Server Platform 4 Hour Onsite
5.7 IP Telephony Application Server Platform 8 Hour Onsite
5.8 IP Telephony Application Server Platform 4 Hour Remote
1. General Provisions: The following provisions are applicable to all data maintenance service plans except Verizon Data Maintenance – Network.
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Diagnostic Response Time Objectives: |
Priority 1 = Live Hand Off |
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Priority 2 = 1 Hour Call Back |
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Priority 3 = 2 Hour Call Back |
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Priority 4 = 4 Hour Call Back |
2. Definitions and Related Terms and Conditions
Application Server Platform. “Application Server Platform” means the CPE components defined in the applicable quote (e.g. CPU, RAM, disk drives, etc.), that constitute the physical server which hosts a software application; for example, the server platform that hosts Cisco CallManager for an IP Telephony application.
Business Days. “Business Days” means Monday through Friday, excluding Company-observed holidays.
Call Back. “Call Back” means the time interval between the Customer’s call to report a problem and a Company engineer’s return of Customer’s call.
Circuit. “Circuit” means any transport service (e.g. Frame Relay, ATM, point-to-point transport, etc.), supplied to Customer by Company.
CPE. “CPE” means Customer premises equipment, including without limitation, cables, handsets and other related materials as defined in the relevant Company quote for Service (including purchase).
Live Hand Off. “Live Hand Off” is when the Customer’s call to report a problem is immediately forwarded to a team leader for priority assignment to an engineer.
NBD (Next Business Day) Parts. “NBD Parts” provides replacement parts shipped to Customer’s facility within the next Business Day. For parts to be delivered the next Business Day, Company must determine a replacement part is needed by 4 pm Eastern U.S. time within a Business Day. Determinations made after 4 pm Eastern Time will cause the parts to be delivered on the second Business Day. The Customer will return the defective System components to the component manufacturer within 30 days or be charged Verizon’s current price for such components.
Office Hours. “Office Hours” means 8:00 a.m. to 5:00 p.m. (7:30 a.m. to 4:15 p.m. in Hawaii), local time, Business Days.
On-site Response Time Objective. “On-site Response Time Objective” means the time elapsed between Company’s determination that a dispatch is necessary to correct a System or CPE problem and the arrival on-site of a Company or a Company authorized representative or replacement parts.
Priority Classification. “Priority Classification” means the classification of a problem or alarm into one of the following priority categories:
Priority 1: “Priority 1” means that a production network is down, with critical impact to business operation, and no workaround is available. Company and the Customer will dedicate resources around the clock to resolve the situation.
Priority 2: ”Priority 2” means that a production network is severely degraded, with significant impact to business operation, and no workaround is available. Company and the Customer will commit full time resources within the relevant coverage window to resolve the situation.
Priority 3: “Priority 3” means that the network performance degraded, or network functionality is impaired, however, most business operations can continue. Company will allocate resources during Office Hours to resolve the situation.
Priority 4: “Priority 4” means that the Customer has requested information or assistance on device capabilities, installation, or configuration. Company will assign resources during the next business day to resolve the situation.
Problem Management Tracking. “Problem Management Tracking” means that Company will open a ticket in its problem management tracking system for problems to Customer’s System, isolate the problem, provide ongoing status to the Customer, and close the ticket after notice to the Customer that the issue has been addressed. The Problem Management Tracking objective is to isolate the problem within 30 minutes of notice of the problem, and take work to correct the problem within 60 minutes of notice of the problem. Certain services plans may include dispatch of a technician as noted in the service description. Work is deemed to have been started to correct the problem if any one of the following has occurred, without limitation:
(i) remote diagnostics and remote work to correct a problem, if applicable,
(ii) telephone consultation with Customer’s representative working toward issue resolution, or
(iii) dispatch of technician(s) to Customer's premises, if applicable.
Remote System Restoration. “Remote System Restoration” means that when Company determines that a System component is able to be repaired remotely, Company will restore the System to the level of working condition existing prior to the fault or problem. Customer may be required to replace System components at Company’s instruction.
Remote Troubleshooting and Diagnosis. “Remote Troubleshooting and Diagnosis” means Company will perform remote troubleshooting and diagnosis to determine the cause of the problem or failure within a System or CPE. This task requires remote connectivity to the System or CPE. Customer must provide remote access to covered System components as required by Company.
Repair or Replacement of a CPE Component. “Repair or Replacement of a CPE Component” means that, in the event a CPE component must be repaired, Company will provide the parts and labor, but not software (depending on the level of service) necessary to restore the CPE to the level of working condition existing prior to the fault or problem. Customer is solely responsible for providing and reloading all required software and configuration files on the replacement CPE.
Repair or Replacement of a System Component. “Repair or Replacement of a System Component” means that, in the event a System component must be repaired, Company will provide the labor and parts necessary to restore the System to the level of working condition existing prior to the fault or problem.
Note: This will require the Customer to provide the current configuration files and software for the System.
Replacement Parts Plan. “Replacement Parts Plan” means that Company will advise Customer concerning necessary replacement parts inventory and provide coordination with the manufacturer for the return of defective System components to be replaced by new or like new System components, at manufacturer’s option. Company will provide a list of System replacement parts inventory to be carried by the Customer. Customer is responsible to return the defective System components to the manufacturer at Customer’s cost. Replacement System components are returned from the manufacturer to the Customer within an average of a 30 days.
Service Area. “Service Area” is the geographical area within a circle defined by a Service Facility at the center point and a specified radius. Company reserves the right to charge Customers a minimum of a one hour labor charge at the then prevailing labor rate for travel to Customer locations beyond the specified radius from a Service Facility. Labor charges after the first hour will be charged in 30 minute increments for labor time of 30 minutes or any part thereof.
Service Facility. “Service Facility” is a Company service facility or an authorized Company service provider’s facility.
Software Patches. “Software Patches” means Vendor-published fixes or patches are provided by Company as necessary to maintain/restore the System. Software upgrades or vendor-published fixes or patches to provide new features/functionality may be available through Company at an additional charge. Unless otherwise stated in the service description Software Patches will be performed remotely.
Software Upgrades. “Software Upgrades” means the Company will provide remote software upgrades for standard manufacturer commercial releases. Company will provide on-site installation services for such upgrades at Company’s then prevailing labor rate if requested by Customer.
System. A “System” is CPE and its related software as defined in the relevant Company quote for a Service (including purchase).
Trouble Ticket and Problem Management. “Trouble Ticket and Problem Management” means that Company, upon Customer report or receipt of a call, will open a case and assign a Priority Classification using our problem management tracking system and Call Back according to the assigned Priority Classification. Company will assign a resource to manage all Company remote and on-site activities.
Website Access. “Website Access” means Customer access to device manufacturer’s website services, if applicable.
3. Optical LAN Solutions (OLS) Maintenance Service Descriptions.
3.1.1 Overview of Service. The OLS Remote Plan covers the System listed in the applicable quote. This plan provides remote labor for the resolution of problems within a System. The OLS Remote Plan is available for Systems located in the United States.
3.1.2 Hours of Coverage. Monday-Sunday, 24-hour coverage
3.1.3 Service Elements.
A. Problem Management Tracking
B. Remote Troubleshooting and Diagnosis
C. Remote System Restoration
D. Software Patches
E. Software Upgrades
3.2 OLS Remote with Replacement Parts.
3.2.1 Overview of Service. The OLS Remote with Replacement Parts Plan covers the System listed in the applicable quote. This plan provides remote labor for the resolution of problems within a System. The OLS Remote with Replacement Parts Plan is available for Systems located in the United States.
3.2.2 Hours of Coverage. Monday-Sunday, 24-hour coverage
3.2.3 Service Elements.
A. Problem Management Tracking
B. Remote Troubleshooting and Diagnosis
C. Remote System Restoration
D. Software Patches
E. Software Upgrades
F. Replacement Parts
3.3 OLS Remote with NBD Parts.
3.3.1 Overview of Service. The OLS Remote with NBD Parts Plan covers the System listed in the applicable quote. This plan provides remote labor for the resolution of problems within a System. The OLS Remote with NBD Parts Plan is available for Systems located in the United States.
3.3.2 Hours of Coverage. Monday-Sunday, 24-hour coverage
3.3.3 Service Elements.
A. Problem Management Tracking
B. Remote Troubleshooting and Diagnosis
C. Remote System Restoration
D. Software Patches
E. Software Upgrades
F. Next Business Day Parts
3.4 OLS On-Site 8X5 with Replacement Parts.
3.4.1 Overview of Service. The OLS On-Site 8x5 with Replacement Parts Plan covers the System listed in the quote. The plan provides remote and on-site labor for the resolution of problems within the System. The On-site labor Service Area with this plan is within a 50 mile radius of a Service Facility.
3.4.2 Hours of Coverage. Remote - Monday-Sunday, 24-hour coverage. On-Site is available during Office Hours.
3.4.3 Service Elements.
A. Problem Management Tracking
B. Remote Troubleshooting and Diagnosis
C. Remote System Restoration
D. Repair or Replacement of System Component
E. Software Patches
F. Software Upgrades
G. Replacement Parts
3.5 OLS On-Site 8X5 with NBD Parts.
3.5.1 Overview of Service. The OLS On-Site 8x5 with NBD Parts Plan covers the System listed in the applicable quote. The plan provides remote and on-site labor for the resolution of problems within the System. The On-site labor Service Area with this plan is within a 50 mile radius of a Service Facility.
3.5.2 Hours of Coverage. Remote - Monday-Sunday, 24-hour coverage. On-Site is available during Office Hours.
3.5.3 Service Elements.
A. Problem Management Tracking
B. Remote Troubleshooting and Diagnosis
C. Remote System Restoration
D. Repair or Replacement of System Component
E. Software Patches
F. Software Upgrades
G. Next Day Business Parts
3.6 OLS On-Site 24X7 with Parts.
3.6.1 Overview of Service. The OLS On-Site 24x7 with Replacement Parts Plan covers the System listed in the applicable quote. The plan provides remote and on-site labor for the resolution of problems within the System. The On-site labor Service Area with this plan is within a 50 mile radius of a Service Facility.
3.6.2 Hours of Coverage. Remote - Monday-Sunday, 24-hour coverage.
3.6.3 Service Elements.
A. Problem Management Tracking
B. Remote Troubleshooting and Diagnosis
C. Remote System Restoration
D. Repair or Replacement of System Component
E. Software Patches
F. Software Upgrades
G. Replacement Parts
3.7 OLS On-Site 24X7 with NBD Parts.
3.7.1 Overview of Service. The OLS On-Site 24x7 with NBD Parts Plan covers the System listed in the applicable quote. The plan provides remote and on-site labor for the resolution of problems within the System. The On-site labor Service Area with this plan is within a 50 mile radius of a Service Facility.
3.7.2 Hours of Coverage. Remote - Monday-Sunday, 24-hour coverage.
3.7.3 Service Elements.
A. Problem Management Tracking
B. Remote Troubleshooting and Diagnosis
C. Remote System Restoration
D. Repair or Replacement of System Component
E. Software Patches
F. Software Upgrades
G. Next Day Business Parts
4. Verizon Data Maintenance – Network.
4.1 Verizon Data Maintenance – Network service (“Maintenance Service”) means MCI Legacy Company will do the following (in the U.S. Mainland only) in a good and workmanlike manner:
4.1.1 Use commercially reasonable efforts to isolate any problems with the CPE and to restore service within the Mean Time To Repair, as defined below, following receipt of Customer’s notification that the CPE is inoperative.
4.1.2 Investigate trouble reports initiated by Customer and repair or replace, at MCI Legacy Company’s sole discretion, any of the CPE which fails to meet the manufacturer’s published operating specifications for the CPE.
4.1.3 Replace CPE it determines needs to be replaced with equipment of like kind and functionality from a manufacturer of MCI Legacy Company’s choice at the time of replacement (“Exchange Unit”). Before replacing CPE, MCI Legacy Company will attempt to contact Customer to schedule it. The replaced unit will be returned to MCI Legacy Company inventory at MCI Legacy Company’s expense. For CPE to which Customer holds title, upon replacement, Customer will obtain title to the Exchange Unit and MCI Legacy Company will obtain title to the replaced CPE.
4.2 Mean Time To Repair. Mean Time To Repair (“MTTR”) is defined as the average time elapsed from the time a CPE trouble ticket is created because MCI Legacy Company detects or is notified of a failure of CPE or other degradation in performance of the CPE covered by Maintenance Service (“Failure”) until such time as the CPE’s performance is restored to standard functionality by replacing (either temporarily or permanently) or repairing the failed CPE.
4.2.1 MTTR Objectives. For Failures occurring at locations which are within a 60 mile radius of a MCI Legacy Company authorized service center in the U.S. Mainland, the MTTR objective is to restore CPE to standard functionality within four hours after notice, 24 hours per day, seven days per week. For failures at all other locations in the U.S. Mainland, the MTTR objective is to restore CPE to standard functionality within 24 hours after notice, 24 hours per day, seven days per week. Any time during which MCI Legacy Company does not have immediate access to the CPE will not be counted in calculating MTTR.
4.3 Maintenance Service Terms. MCI Legacy Company has the exclusive right to maintain the CPE and may use third parties to do so. Customer acknowledges that it is Customer’s responsibility to replace CPE (or to support the CPE) when it is no longer supported by the CPE manufacturer (“Unsupported CPE”). Maintenance Service for Unsupported CPE is limited to the level of service MCI Legacy Company can provide using commercially reasonable efforts. Maintenance Service and Maintenance Takeover Service does not include or apply to the following:
4.3.1 electrical work external to the CPE or the MCI Legacy Company Network, or otherwise considered “in-house wiring”;
4.3.2 repair or replacement of failed CPE caused by factors outside of CPE or the MCI Legacy Company Network, such as fire, accident, misuse, vandalism, water, lightning, or failure of its installation site to conform to MCI Legacy Company’s specifications;
4.3.3 use of the CPE for other than the intended purpose;
4.3.4 repair of damage caused by the maintenance or repairs performed by a person other than a MCI Legacy Company employee or person authorized by MCI Legacy Company;
4.3.5 supplies, accessories, painting, or refurbishing of the CPE;
4.3.6 relocation, alteration, additions, or removal of CPE, parts, or features not furnished by MCI Legacy Company or use of CPE with other equipment that fails to conform to MCI Legacy Company’s specifications;
4.3.7 cables and connectors between the CPE and any other equipment on Customer’s premises after the expiration of the limited cable and connector warranty; and,
4.3.8 power or back-up power to or from the CPE.
4.3.9 configuration of software associated with the CPE; and
4.3.10 network monitoring.
5. Decommissioned Service Descriptions. As of December 16, 2008, no new orders will be accepted for the services listed below:
5.1.1 Overview of Service. The Verizon 4 Hour Onsite Service Plan covers the System components identified in the applicable quote. This plan provides on-site labor for the resolution of problems within a System. The Verizon 4 Hour Onsite maintenance plan is available for Systems located within a 50 mile radius of a Service Facility.
5.1.2 Hours of Coverage. Monday-Sunday, 24-hour coverage.
A. Trouble Ticket and Problem Management.
B. Remote Troubleshooting and Diagnosis.
C. Repair or Replacement of a System Component.
D. Software Patches.
E. Website Access.
F. Connectivity Assurance Service coverage for Circuit problem resolution management, as described in the applicable service plan, is included for devices covered by this service plan.
A. Trouble Ticket and Problem Management.
B. Remote Troubleshooting and Diagnosis.
C. Repair or Replacement of a System Component.
D. Software Patches.
E. Website Access.
A. Trouble Ticket and Problem Management.
B. Remote Troubleshooting and Diagnosis.
C. Repair or Replacement of a System Component.
D. Software Patches.
E. Website Access.
F. Configuration assistance, via telephone, during installation.
A. Trouble Ticket and Problem Management.
B. Remote Troubleshooting and Diagnosis.
C. Repair or Replacement of a System Component.
D. Software Patches.
E. Website Access.
F. Configuration assistance, via telephone, during installation.
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A. Trouble Ticket and Problem Management.
B. Remote Troubleshooting and Diagnosis.
C. Coordination of Circuit testing and service restoration and if necessary escalation to focus Customer’s Circuit provider’s resources to resolve the failure or outage. Company will coordinate resources with Customer’s Circuit provider to restore service during complex network failures.
5.6 IP Telephony Application Server Platform 4 Hour Onsite.
A. Trouble Ticket and Problem Management.
B. Remote Troubleshooting and Diagnosis.
C. Repair or Replacement of a CPE Component.
D. Website Access.
E. Telephone technical support.
F. Software upgrades or vendor-published fixes or patches are not provided under this service plan.
5.7 IP Telephony Application Server Platform 8 Hour Onsite.
A. Trouble Ticket and Problem Management.
B. Remote Troubleshooting and Diagnosis.
C. Repair or Replacement of a CPE Component.
D. Website Access.
E. Telephone technical support.
F. Software upgrades or vendor-published fixes or patches are not provided under this service plan.
5.8 IP Telephony Application Server Platform 4 Hour Remote.
A. Trouble Ticket and Problem Management.
B. Remote Troubleshooting and Diagnosis.
C. Repair or Replacement of a CPE Component.
D. Website Access.
E. Telephone technical support.
F. Software upgrades or vendor-published fixes or patches are not provided under this service plan.
A. Trouble Ticket and Problem Management.
B. Remote Troubleshooting and Diagnosis.
C. Repair or Replacement of a System Component.
D. Software Patches.
E. Website Access.
F. Telephone technical support.
6. Labor Rates and Charges. The following labor rates and charges apply to Voice Maintenance Plans, Data Maintenance Plans, and Certain Other Work.