Communication Decisions Services

The following chart describes the priority codes established under the FTS Contract and the Repair Time Objectives for each priority level.

Priority Code	Example Criteria	Repair Time Objective
Priority 1 Includes all Telecommunications Service Priority (TSP)	Dedicated customer service outage, circuit has high error rate, sync losses, taking hits NS/EP condition. Any complete loss of service feature.	30 minutes to 4 hours
Priority 2	Chronic problems Dial up data/fax connectivity problems. Switch access connectivity problems.	8 hours
Priority 3	Single incident, not circuit specific (e.g., static). Other troubles not meeting Priority 1 or 2 guidelines	24 hours
Priority 4	Informational trouble ticket. Provide reason for outage Customer only wants data circuit monitored.	72 hours

The following chart describes the priority codes established under the DITCO contract and the Repair Time Objectives for each priority level.

Priority Code	Example Criteria	Repair Time Objective
Priority 1 Includes all circuits with Telecommunications Service Priority (TSP)	Dedicated customer service outage, circuit has high error rate, sync losses, taking hits NS/EP condition. Any complete loss of service feature.	30 minutes to 4 hours or as defined in TSR.
Priority 2 Includes all circuits without TSP	Dedicated customer service outage, circuit has high error rate, sync losses, taking hits NS/EP condition. Any complete loss of service feature.	4 to 8 hours or as defined in the TSR.
Priority 3 Includes all circuits without TSP	Single incident, not circuit specific (e.g., noise). Other troubles not meeting Priority 1 or 2 guidelines.	24 hours or as defined in the TSR.
Priority 4 Includes all circuits without TSP	Informational trouble ticket. Provide reason for outage. Customer only wants data circuit monitored.	72 hours or as defined in the TSR.