AgdaPkt 2018-12-03 Joint SA PFA - Laserfiche WebLink

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6.G. - Page 20 of 40 EXHIBIT A Service Level Agreement (.Overview This Exhibit A Service Level Agreement (SLA) applies to Service orders (Service) for customers that use the Point - To -Point Fiber -based Ethernet Transport Services provided by Provider. This SLA describes the standards, rights and remedies regarding the performance of the Network in the provision of Service to Customer as defined In the Order. This SLA only applies to fiber based customers with point to point or Internet based services. 11. Network Scope (Point to Point) The scope of the Network includes any and all Provider controlled equipment between and inclusive of those Provider devices closest to the Customer Provided Equipment (CPE) that provide a demarcation point between the Customer network and the Network, e.g., a Cisco switch. A demarcation point is defined as the Ethernet switched Infrastructure and/or optical infrastructure residing in a Provider Point of Presence (PoP) on the Network and under the direct control of Provider or its circuit partner(s). The Network, as it applies to this document and all rights and remedies herein, does not include any third party equipment, other than equipment furnished by Provider or its circuit partner(s), any physical cross connections between Customer and Provider or any Customer application riding on the Network unless specifically noted within the contract for Services entered into between Customer and Provider. 111. Network Service Standards and Performance (Point to Paint) Network Availability: Provider guarantees within the rights and limits of this SLA that the Network will be available to the Customer 99.99 percent of the time as measured on a monthly basis. 99.99 percent uptime is defined as a period or periods of Network outage of duration not to exceed 4.32 minutes In any given month. A Network outage is calculated from the time Service becomes unavailable to the time Service is restored as verified by Provider or its circuit partner(s)'s monitoring systems and based on the availability of Service during the Service monthly billing period in which the Customer opens a trouble ticket with the Network operations center regarding the Network outage. Latency: Provider guarantees within the rights and limits of this SLA that the average round-trip latency on the Network will not exceed 50 milliseconds for a period of three samples by Provider's Network monitoring facilities, or for a continuous 20 minute period, whichever is less. Average round-trip latency, with respect to a given month, is defined as the average time required for a round-trip frame transfer between PoPs on the Network during that month as measured by Provider. Average round-trip latency does not extend past the demarcation between the CPE and the Provider demarcation point. Packet Loss: Point to Point packet loss on the Network will be no more than 1%, or current industry standard, whichever is less. Mean Time to Repair: Provider's Mean Time to Repair (MTTR) goal for any Service is two hours. However, Customer acknowledges that MMTR may exceed this amount in cases of major damage to the Network such as fiber cuts. MTTR commences after the Customer, Provider, or one of its Network circuit partners opens a trouble ticket with the Wave Business Solutions Network NOC at X888-317-0488. MTTR is defined as the time required to restore the Network to a normally operating state. MTTR is calculated on a monthly average of the time taken to repair all trouble tickets on a specific circuit with the same severity level during a Network outage. The cumulative length of Network outages per circuit is divided by the number of trouble tickets in the billing month to gather the monthly MTTR per circuit. IV. Internet Access Service 14 ATTY/AGR/2013.176/ASTOUND 13 ROA DSA ND - MSA REV: 10.07.13 MLG 2013 ASTOUND BROADBAND Proprietary and Confidential 144