TT Form, the Operator’s details for messaging and escalation of problems.
If there is an emergency, interruption or deterioration of quality of Service detected by the Subscriber, the Subscriber shall inform the Operator’s NOC
by phone:
or by e-mail
to enable the Operator to commence the works immediately to restore the quality of Service. In a statement on the issue to the Operator’s NOC, the Subscriber shall specify the ISU number and description of the problem. The Operator shall communicate the TT number, TT priority, cause of the problem if available at the moment, and the proposed time of elimination.
The Operator’s contact persons for the escalation of problems:
Technical Support Manager
Technical Director
Director General
The Subscriber’s contact persons for reporting problems:
Duty Operator:
Telecommunication Manager:
Scheduled maintenance and technological breaks.
The Operator shall constantly monitor its network and conduct activities that may be planned in advance or caused by problems.
The Operator can replace cables and equipment to meet this SLA and conditions set out in the Regulation on the Provision of Services. The Operator shall make every effort to reduce the inconvenience suffered by the Subscriber in connection with such work.
Order of interaction of the Subscriber’s and the Operator’s technical support during the technological breaks
The procedure for conducting a technological break initiated by the Operator and the interaction of the participants in this process shall be as follows:
A. If necessary, carry out technological break Operator The agent shall notify the user e-mail message,
B. If the duration of the unavailability of network during the technological break exceeds the scheduled interval, i.e. goes beyond the period limited to the exact time and date of commencement of work and exact time and date of completion of the work within the framework of a technological break, which have been specified in the letter of the Agent or support team, the Subscriber shall contact the Operator’s Technical Support and act in accordance with p. 3.2
Measurement and reporting
Measurements of service parameters and drawing up the relevant reports shall be conducted by the Operator on a regular basis.
Obligations of the Subscriber
The Subscriber’s obligations, subject to which the Operator can provide a guaranteed quality levels of service, are given below.
Power and grounding requirements
The Subscriber shall ensure compliance with the power and grounding requirements established by the manufacturer of equipment installed on the Subscriber’s site.
Technical specifications of the Subscriber’s equipment
The Subscriber shall have the right to connect to the access point to the service using certified equipment only.
Works and services
The Subscriber shall operate the equipment used for the provision of services according the conditions of the user manuals and in a way that it does not interrupt with the work of the Operator’s network.
The Subscriber and the Operator shall interact in the planning and execution of maintenance work so as to minimize the impact of these works on the network of both Parties.
Obligations of the Operator
The Operator’s Network shall be authorized in accordance with the legislation of the Russian Federation and normative documents of the authority regulating activity in the telecommunication sector in the Russian Federation.
The Operator shall during the term of the contract have the license issued by the federal executive authority in the field of communication to:
telematics communication services;
data transmission communication services, except for transmission of voice information;
communication services for provision of communication channels;
data transmission communication services for voice transmission.
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