Q&A - Support Service Outage - SSO

The Contact Us function at the top of every page on the tl9000.org website is the preferred means for asking questions and receiving answers from the subject matter experts of the TIA QuEST Forum. Over the last few years many questions have been answered through this means. The number of each question is the ticket number in the Contact Us tracking system.

These questions generally relate to the support service caused outage measurements (SSO).

Question 9802 — I have a question regarding whether an outage is reportable on my company's TL 9000 measurements. An outage occurred as a result of work being performed by one of our contractors. The outage did not occur on our customer's network. There was damage to equipment housed in an adjacent outside enclosure owned and operated by a cable/internet company with no relation to our customer, a mobile phone service provider. Our categories are 7.1.1.1 and 7.2.1.2 Is this a TL 9000 reportable outage?

Answer — Since this event was the result of the installation activity and not any network engineering work performed, there would be nothing to report for category 7.2.1.2 For category 7.1.1.1 however, since any network outage due to installation service activity is to be reported, this event would be counted in SSO. There is no exclusion for network elements not owned or operated by the customer the work is being performed for.