DragonTECH

In order to ensure that troubles are reported and managed in a consistent manner,  trouble priorities are assigned to each reported trouble. It must be noted that regardless of the priority level, DragonTECH will make every attempt to resolve system faults, in the most expeditious method, within the site access limitations of a particular site.

The priorities are defined as follows:

Priority 1: A catastrophic failure that results in the total inoperability of the system, during and/or after normal business hours. Both DragonTECH (and/or its service partner) and the Customer, as necessary, will work all hours and provide all resources required to resolve the problem and return the system to a normal operating state.

Priority 2: A failure that results in the degradation of the system in a small portion of the entire coverage area. DragonTECH (and/or its service partner) and the Customer will allocate full-time resources during normal business hours in order to resolve the problem and return the system to a normal operating state. (NOTE: This level of failure is intended for the resolution of a single antenna location. It must be further noted that in the instance of an antenna failure in a highly critical or sensitive location, this occurrence would be escalated to a Priority 1 level.

Priority 3: The Customer requires information regarding the system’s operation.  There is no impact on the system’s performance. DragonTECH (and/or its service partner) and the Customer will allocate resources during normal business hours in order to resolve the issue. If informational support is required so that the Customer can perform system repairs, this occurrence would be escalated to a Priority 2 level.

If a fault requires on-site maintenance action or troubleshooting, DragonTECH’s personnel or designated service partner will respond according to the response times detailed above. The clock starts after the initial troubleshooting phone call is completed, remote system diagnostics have been performed, and a trouble ticket is opened in DragonTECH’s system, or by a date agreed to between DragonTECH and the Customer. Assurance that the Customer’s obligations are or will be met is required before committing to an on-site response.

Information regarding DragonTECH Field Trouble Reports (FTRs) will be noted and coordinated with the Customer’s trouble reporting system.

• DragonTECH will make every reasonable commercial effort to meet or beat the Time to Respond goal, but due to the interdependence of the DAS and macro network, as well as building sizes, and site and component access barriers, the exact repair time cannot be guaranteed.
• The most critical aspect of achieving Time to Respond commitments is the un-restricted access to the site. If site access is restricted or limited, DragonTECH will make all reasonable attempts to gain access, but repair times will be affected.
• Time to Respond expectations shall be the time it takes for DragonTECH, or a DragonTECH services partner, to arrive on site to begin to diagnose and correct the problem. The Customer Obligations must be completed or their completion assured prior to arrival on site.
• For suspected faults discovered via remote monitoring, DragonTECH will immediately notify the Customer upon discovery of fault

• If the Customer notifies the DragonTECH, via the Service Hotline, email, or online, of a suspected fault, DragonTECH will provide a verbal confirmation of the notification, within 2 hours from receipt of problem notification, and immediately begin remote diagnostics