Outage Duration (Downtime)


Refers to a period of time that a system fails to provide or perform its primary function. Network cuts in the telecom sector, power cuts in the energy sector are operational issues that directly affect the [[customer experience]]. It is important to inform customers before any interruption (Planned interruption), to share the estimated interruption time with customers in case of interruption due to a malfunction (Unplanned interruption). Downtime is an operational KPI([[Key Performance Indicator]]) that customer experience teams should follow given the important impact on the customer experience.

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