Emergency Response - Oracle EAGLE Application B Card Hardware And Installation Manual

Hardware and Installation Manual
Any loss of functional visibility and/or diagnostic capability
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 the installed equipment that severely affects service,
traffic, or maintenance capabilities, and requires immediate corrective action. Critical situations affect
service and/or system operation resulting in one or several of these situations:
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.
910-6535-001 Revision D, February 2014
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