Договор на оказание услуг подвижной спутниковой связи

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Название	Договор на оказание услуг подвижной спутниковой связи
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3.3 Форма сообщения о ТТ, контакты Оператора для передачи сообщений и эскалации проблем.

При обнаружении Абонентом аварийной ситуации, перерыва в оказании Услуги, либо ухудшения качества оказания Услуги, он должен сообщить об этом в ЦУС Оператора

по телефонам:

или по электронной почте

для того чтобы оператор незамедлительно начал производить работы по восстановлению качества Услуги. В заявлении о проблеме в ЦУС Оператора Абонент сообщает номер абонентского устройства по услуге и описание проблемы. Оператор сообщает номер ТТ, приоритет ТТ, если возможно причину неисправности, предполагаемое время устранения.

Контакты со стороны оператора для эскалации проблем:

Менеджер службы поддержки

Технический директор

Генеральный Директор

Контакты со стороны Абонента для сообщения о проблемах:

Дежурный оператор:

Менеджер по телекоммуникациям:

3.4 Плановое техническое обслуживание и технологические перерывы.

Оператор постоянно осуществляет мониторинг своей сети и проводит мероприятия, которые могут быть заранее запланированными или вызванными неполадками.

Согласованные промежутки времени, в которые осуществляется Плановое техническое обслуживание, не являются случаями недоступности услуги.

3.5. Порядок взаимодействия служб технической поддержки Абонента и Оператора при проведении технологических перерывов

Процедура проведения технологического перерыва, который инициирован Оператором и взаимодействие участников этого процесса следующие:

При необходимости Оператора провести технологический перерыв Агент направляет уведомление Пользователю e-mail сообщением, В случае, если длительность отсутствия связи при проведении технологического перерыва превышает запланированную, т.е. выходит за рамки временного периода ограниченного точным временем и датой начала работ и точным временем и датой завершения работ в рамках технологического перерыва, которые были указаны в письме Агента, Абонент должен обратиться в Службу технической поддержки Оператора и действовать в соответствии с п. 3.2.

4. Измерения

Измерения параметров услуги и составление соответствующих отчетов производится Оператором на регулярной основе.

5. Обязательства Абонента

Ниже перечислены обязательства Абонента, при условии выполнения которых Оператор может обеспечить гарантированные уровни качества услуги.

Требования по электропитанию и заземлению

Абонент обеспечивает соответствие требованиям по электропитанию и заземлению, определенные производителем оборудования, которое установлено на территории Абонента.

Технические спецификации оборудования Абонента

Абонент имеет право подключать к точке доступа к услуге только сертифицированное оборудование.

Работы и обслуживание

Абонент эксплуатирует оборудование, используемое для предоставления услуги, в соответствии с инструкциями по эксплуатации и таким образом, что оно не вносит нарушений в работу сети Оператора.
Абонент и Оператор взаимодействуют в процессе планирования и выполнения работ по обслуживанию таким образом, чтобы минимизировать влияние этих работ на сети обеих Сторон.

6. Обязательства Оператора

Сеть Оператора должна иметь разрешение в соответствии с законодательством Российской Федерации и нормативным документами органа, регулирующего деятельность в отрасли связи на территории Российской Федерации.
Оператор должен иметь в течение срока действия Контракта действующие лицензии, выданные федеральным органом исполнительной власти в области связи:

на услуги подвижной спутниковой радиосвязи;
телематические услуги связи;
на услуги связи в сети передачи данных, за исключением передачи голосовой информации;
на услуги связи по передаче данных для целей передачи голосовой информации.

, hereinafter referred to as the “Operator”, represented by acting under
, hereinafter referred to as the “Subscriber”, represented by acting under , from the other part, hereinafter collectively referred to as the “Parties”, individually – the “Party”, have concluded this Annex as follows:
Service Level Agreement

Introduction
1. Purpose

Service Level Agreement (SLA) is an integral part of the Agreement and defines the level of service guaranteed by the Operator to the Subscriber.

Features

This document defines the level of service for the services provided in terms of service availability and their performance, interaction with the Subscriber, service measurement parameters and reporting, regulation of compensation to the Subscriber and the Subscriber’s obligations enabling the Operator to ensure the agreed service levels.

Terms and Definitions

Class of Service is a set of service parameters guaranteed by the Operator.
TT (Trouble Ticket) is an entry in the Operator’s database recording any problems with the provision of services to the Subscriber, advice for dealing with the Subscriber, notification of termination of service, which contains all the information necessary for fault diagnosis and problem solution.

NOC id the Operator’s Network Control Center.

Service Options
1. MOBILE SATELLITE SERVICES
  1. Basic requirements for service:

Telephone satellite communications services shall include mobile telephone services to provide production processes and operational management processes of the Subscriber.

Place of rendering services: industrial sites of the Subscriber.

Operator telephone network shall ensure:

Providing the Subscriber with access to the Operator’s mobile communication services using the existing communication network.

Providing services in accordance with the Rules of providing mobile communications services (approved by Resolution of the Russian Government No.1342 dated December 9, 2014)
Quality of telephone services in accordance with international standards and norms.
Availability of all the necessary licenses for the provision of mobile telephone services. Provision of services in accordance with the license terms set forth in the license issued to the operator.

Technical standards on indicators of the functioning of the Operator’s mobile telephone network shall conform to the indicators:

No.	Indicator	Norm (in the Accounting Period)
2	Operator Technical Support shall be available for experts of the Technical Support 24 hour without interruption in operation: 24 (twenty four) hours a day, seven (7) days a week, 365 days a year throughout the term of the Agreement of telecommunication services between the Operator and the Customer.	99.5%

Additional requirements for the services:

Telephone connections of mobile telephone service shall be installed in an automatic way.

Provision of reports on billing on all numbers or separate number, at the request by the Subscriber.
Monthly delivery to the Subscriber of itemized invoices for the services at the postal and e-mail address for delivery.
Ensuring the confidentiality of communications in accordance with applicable legislation of the Russian Federation.
24-hour free information service for communication: general (for users) and private (for the Subscriber’s administrator) in Russian.

Subscriber Service
1. Requirements to the Operator’s Technical Support

For processing of the Subscriber’s calls on the deterioration of the quality of communication services, the Operator shall provide Technical Support in the territory of the Russian Federation in the Russian language.

The Subscriber monitors the progress in the elimination of deterioration on services by contacting the Operator’s Technical Support.

The Operator’s Technical Support shall be available for experts of the Technical Support 24 hours without interruption in operation: 24 (twenty four) hours a day, seven (7) days a week, 365 days a year throughout the term of the Agreement of telecommunications services between the Operator and the Subscriber.

Experts of the Operator’s Technical Support shall at any time take the information from the Subscriber by phone, e-mail.
Phone line organized by the Operator to access experts of the Technical Support for the Subscriber shall always be ready and free for incoming calls.

The Agent shall inform the Subscriber about the current contact information (telephone number, fax number and e-mail address) of its Technical Support.

The Subscriber’s experts in order to control the process to eliminate deterioration of quality of services can contact the Operator’s Technical Support by phone, e-mail with various requests.

Experts of the Operator’s Technical Support shall immediately after dealing with experts of the Subscriber’s Technical Support give a detailed in-depth response to their request if problem do not need escalation or investigation with third parties. .
If the Subscriber believes that service is provided with the deterioration of the quality, it shall act in accordance with the Procedure for interaction between the Subscriber and the Provider when the Subscriber detects deterioration of the Service quality. This procedure describes the interaction of participants in the process of providing Service for detecting by the Subscriber deterioration of the Service quality.

Order of interaction of technical support services of the Subscriber and the Provider in an emergency (deterioration of Service quality, unavailability of network)

A. Deterioration of Service quality is any deterioration in the quality of Services provided in relation to the norms and parameters established in the Service Parameters (specifications), including partial or complete cessation of provision of Service, unavailability of network etc.

B. If the Subscriber claims a quality deterioration of the Service, it shall address by phone, e-mail the Operator’s Technical Support and report the deterioration of the quality of Service. In order to confirm the Subscriber’s claim on deterioration of Service quality, the Subscriber’s monitoring system can be used.
C. When the Subscriber calls in to the Operator’s Technical Support, the Subscriber shall provide the following information:

Surname, name and patronymic of the Subscriber informing about the deterioration of the quality of Service, and contact phone number;
type of Service, of which there is deterioration of the quality and speed of data transmission;
Service Identifier (ID when available), ISU number on which there is deterioration of quality. The Service Identifier shall be specified in the Acts of the Commencement of the Provision of Services or reported by the Operator at the request of the Subscriber;
address (s) of the point (s) where the Services, of which there is a deterioration, are terminated;
time of detection of deterioration of the quality of Service;
description of the problem found by the Subscriber, including signs and symptoms of deterioration in nature (lack of data, errors etc.).

D. The Operator’s Technical Support shall ask the Subscriber about additional information, if necessary.

E. After reporting the problem, the Subscriber shall register in its operational log personal data of the Operator and call time.
F. The Operator’s Technical Support shall after receiving claim about the deterioration of the quality of Service register the call time and perform the following actions:

register Fault Application and assign it a number;
notify the Subscriber of the number of Fault Application and the time of its registration.
The Operator’s Technical Support shall by mutual agreement with the Subscriber terminate the conversation and commence the work aimed at the resumption of the provision of Service of proper (corresponding to the terms of the Agreement) quality.

G. The Operator shall in accordance with its internal procedures hold the event on localization of problems, including remote control systems (if any), determine the fault location, which led to the deterioration of the quality of Service. In the search for fault location, the Operator’s technicians can contact the Subscriber to undertake activities (work, operations) in the zone of responsibility of the Subscriber, if it has the opportunity and the appropriate skills, Subscriber.

H. After the initial application of the Subscriber, the expert of the Operator’s Technical Support shall contact the Subscriber by call or email and inform of the following information:

fault location, which led to a deterioration in the quality of Service, detected by diagnostic results (including by means of remote control systems);
list of measures, actions, works planned to be carried out by the Operator for troubleshooting, which led to the deterioration of the quality of Service;
approximate time of troubleshooting and restoration of good-quality Service.

I. Expert of the Operator’s Technical Support shall periodically call the Subscriber and inform on the progress of troubleshooting and the estimated time of completion.
J. The Operator shall provide a quality of Service restoration as soon as possible without disrupting access level specified in paragraph 3.

K. After troubleshooting, expert of the Operator’s Technical Support shall notify the Subscriber of the completion of restoration work and the resumption of adequate quality Service. The Subscriber shall check the operability of Service, and:

if the Services addressed by the Subscriber is provided, and the Subscriber has no complaints about the quality, it shall inform the expert of the Operator’s Technical Support. Expert of the Operator’s Technical Support shall record the time, surname, first name and patronymic of the person reporting the closure of the Fault Application, and close the Fault Application. The Subscriber shall record in its operational log the closing time of the Fault Application,

If the Subscriber is not satisfied with the quality of Service reported, it shall inform the expert of the Operator’s Technical Support. Fault Application cannot be closed, and the Operator shall continue to work towards the resumption of the service quality parameters corresponding to the terms of the Agreement. Making sure that the Service is provided with the appropriate quality, expert of the Operator’s Technical Support and/or operator of the Subscriber’s Technical Support shall act according to this regulation.