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Short outage equivalent to system or subsystem outages, with accumulated duration of greater
than two minutes in any 24-hour period, or that continue to repeat during longer periods
Repeated degradation of DS1 or higher rate spans or connections
Prevention of access for routine administrative activity
Degradation of access for maintenance or recovery operations
Degradation of the system's ability to provide any required critical or major trouble notification
Any significant increase in product related customer trouble reports
Billing error rates that exceed specifications
Corruption of system or billing databases
Minor
Other problems that a customer does not view as critical or major are considered minor. Minor
problems do not significantly impair the functioning of the system and do not significantly affect
service to customers. These problems are tolerable during system use.
Engineering complaints are classified as minor unless otherwise negotiated between the customer
and supplier.
Emergency Response
In the event of a critical service situation, emergency response is offered by the Tekelec Customer
Care Center 24 hours a day, 7 days a week. The emergency response provides immediate coverage,
automatic escalation, and other features to ensure that the critical situation is resolved as rapidly
as possible.
A critical situation is defined as a problem with an EAGLE 5 ISS that severely affects service,
traffic, or maintenance capabilities, and requires immediate corrective action. Critical problems
affect service and/or system operation resulting in:
A total system failure that results in loss of all transaction processing capability
Significant reduction in system capacity or traffic handling capability
Loss of the system's ability to perform automatic system reconfiguration
Inability to restart a processor or the system
Corruption of system databases that requires service affecting corrective actions
Loss of access for maintenance or recovery operations
Loss of the system ability to provide any required critical or major trouble notification
Any other problem severely affecting service, capacity/traffic, billing, and maintenance capabilities
may be defined as critical by prior discussion and agreement with the Tekelec Customer Care
Center.
10
Hardware Manual
910-2969-001 Revision K, June 2009
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