1. System access IDs sharing which breach EITC TSRM policy
2. Power outage issues
3. Fiber damage Issues Violation with a Fraudulent Intent e.g.
4. Intentional service configuration or extra features provided to companies and friends on intent without proper trouble ticket Code of Conduct non compliances. EITC Facility related issues e.g.
5. Untidy Premises
6. Messy patching & cables
7. POP/MDF/IDF rooms not locked properly | 1 | | Violation leading to revenue leakage / Billing Dispute e.g.
8. Wrong Broadband Bandwidth
9. Wrong IPTV Configuration
10. Incorrect Telephone Features
11. Activate service without WO Violation leading to Service outage for customer e.g.
12. Removing existing Customer cable
13. Missing Cables within the POP/MDF/IDF Room as cables active reused to restore Service for other customers
14. Deleting Existing customer configuration without official request
15. Wrong service Suspension/Resumption  EITC Equipment Damage/Missing Equipment’s e.g.
16. Any Damage to EITC Equipment’s or CPE due to improper handling by the supplier staff
17. Materials issued from the store has not been installed and not returned to the store Discrepancies discovered in Service Delivery reports e.g.
18. Any Attempt by the vendor to fudge information in the daily/weekly/monthly report in an attempt to defraud EITC | 2 | | 1. Failure at Fulfillment Stage: Any Work Order (WO) created by the Supplier that fails at the fulfillment stage, resulting in non-completion or improper delivery of services.
19. Prohibition on Selling EITC Hardware Devices: The Supplier or its personnel shall not sell EITC hardware devices
20. Prohibition on Selling Similar Devices: The Supplier is prohibited from selling any devices that are similar to EITC products to customers, either directly or indirectly, during the term of this Agreement.
21. Unacceptable Uniform and Hygiene Standards: The Supplier shall ensure that all personnel maintain clean and appropriate uniforms and body hygiene. Dirty or smelly uniforms or poor personal hygiene will result in penalties.
22. Misbehavior with Customers: The Supplier’s personnel are not permitted to misbehave with customers in any form. Any acts of disrespect, rudeness, harassment or misconduct toward customers will result in penalties.
23. Work Outside the Scope: The Supplier shall not perform any work outside the defined scope of services outlined in this Agreement
24. Prohibition on Taking Tips: The Supplier’s personnel are strictly prohibited from accepting tips or any form of gratuity from customers. | CLAWBACK |

SLA Violations Categories and Types