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

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6.G. - Page 22 of 40 V Provider OR Customer scheduled maintenance; Failure of circuits beyond the demarcation point or points on the Network, unless such failure is caused solely by Provider; v' Service outage attributable to the installation of a new circuit where a new circuit is defined as a circuit over which Service may be active but a signed Order acceptance document has not been received and duly noted by an assigned agent of Provider; V Circumstances beyond Provider's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike, or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party Services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the SIA. VIII. Trouble Ticket... Escalation A Customer -initiated trouble ticket is to be routed through the Network Operations Center at X888-317-0488. Should Customer believe that fault lies on the Network, it shall call the NOC (staffed 240065), identifying the circuit in question by its unique circuit ID or account billing code number, The NOC will open a trouble ticket and seek resolution as expeditiously as possible. Closing of the ticket will be affected with a telephone call back to Customer. In the event that a trouble ticket remains open or unresolved for an unexpectedly long period of time, Customer, at its sole discretion, can contact the Network NDC and ask for an escalation. Maintenance and Outages Customer to be notified one week In advance of scheduled outages that will take part or all of its circuits off-line. All efforts will be expended to perform such work off -hours. In the event of unscheduled outages, Provider will notify the Customer as expeditiously as possible and, If necessary, be on-site within two hours, regardless of location, to effect necessary repairs to return circuit to normal operating status. Trouble Calls and Maintenance Demand Maintenance1Service and Repair - Provider response to Network problems shall occur at all hours (24 x 365). If Provider is to provide maintenance/service or repair on Network facilities located within Customer premises; Provider must have reasonable access to such facilities on a 24/365 basis. This shall include response to all situations creating problems on the network, regardless of whether they originate within the network or within equipment or software at the customer site. Appropriate Provider technical support shall respond and actively begin working on Network problems within 30 minutes of either 1) Provider NOC identifying such problem, or 2) Provider receiving a tall from Customer reporting a Network problem. Provider shall place a phone call to Customer's designated service contact to inform Customer that the situation is being addressed. Provider shall work continuously until the problem is resolved. If It is determined by Provider that the Network problem is caused by Customer equipment or software, then Customer shall correct the problem promptly, such that the integrity of the Network provided by Provider Is not adversely affected. If Customer does not correct the problem, then Provider may, at Its sole discretion, disconnect the affected Customer site from the Network until such time that the Customer equipment or software Is repaired or readjusted. If Customer desires assistance from Provider in correcting the equipment or software problem, then Provider shall provide such assistance, but Provider shall also have the right to invoice Customer, at Provider's prevailing hourly rate for the time spent correcting Customer equipment or software problems. 16 ATTY/AGR/2013.176/ASTOUND BROADBAND- MSA REV. 30.07.13 MEG 2013 ASTOUND BROADBAND Proprietary and Conjldenrlol 146