Common use of Call Center Access for Technical Support Clause in Contracts

Call Center Access for Technical Support. The Nortel Networks Call Center will function as a single point of contact for the receipt of all support calls and inquiries. The remote support effort will begin with a telephone call and will continue with the appropriate actions to be taken according to Nortel Networks Case Severity Classifications. The Call Center will be available 24 hours a day, 365 days a year. General provisions for accessing Technical Support services include: • Nortel Networks may, where applicable, also provide a customer with the ability to open, view, and modify cases directly within the Nortel Networks case-tracking system via xxx.xxxxxxxxxxxxxx.xxx. The customer will bear telecommunication facility charges and/or long distance toll charges associated with access to xxx.xxxxxxxxxxxxxx.xxx • Where toll-free +access is not available, the customer will bear telecommunication facility charges and/or long distance toll charges for access to the Call Center • All cases are logged into a Nortel Networks case-tracking system. The case is time-stamped and a case reference number allocated. Furthermore, Nortel Networks will request that the customer agree to a case priority level • E1 and E2 priority cases are to be reported by telephone only • The Customer escalation of a case to higher levels of management within Nortel Networks, shall be in accordance with the following escalation table: “Nortel Networks Escalation Procedure” Axtel’s NOC Call Center Nortel Networks Nortel Networks Technical Support Engineer Nortel Networks Technical Support Manager. Nortel Networks Technical Support Sr. Mgr. Nortel Networks Technical Support Director Nortel Networks Customer Operation Leader At Closing Date, Nortel Networks will provide Customer with the contact information of the persons involved in this Escalation Procedures, as well from time to time, the changes to such contact information will be provided to Customer.

Call Center Access for Technical Support. The Nortel Networks Call Center will function as a single point of contact for the receipt of all support calls and inquiries. The remote support effort will begin with a telephone call and will continue with the appropriate actions to be taken according to Nortel Networks Case Severity Classifications. The Call Center will be available 24 hours a day, 365 days a year. General provisions for accessing Technical Support services include: • * Nortel Networks may, where applicable, also provide a customer with the ability to open, view, and modify cases directly within the Nortel Networks case-tracking system via xxx.xxxxxxxxxxxxxx.xxxwww.nortelnetworks.com. The customer will bear telecommunication facility charges telecommuxxxxxxxx xxxxxxxx xxxxges and/or long distance toll charges associated with access to xxx.xxxxxxxxxxxxxx.xxx • www.nortelnetworks.com * Where toll-free +access is not availableaxxxxxxxx, the customer xxx xxxxxxxx will bear telecommunication facility charges and/or long distance toll charges for access to the Call Center • * All cases are logged into a Nortel Networks case-tracking system. The case is time-stamped and a case reference number allocated. Furthermore, Nortel Networks will request that the customer agree to a case priority level • * E1 and E2 priority cases are to be reported by telephone only • * The Customer escalation of a case to higher levels of management within Nortel Networks, shall be in accordance with the following escalation table: “Exhibit B - Description of The Technical Assistance Support Services Agreement for the Provision of Technical Assistance Support services for FWA Equipment -------------------------------------------------------------------------------- "Nortel Networks Escalation Procedure” " Axtel’s 's NOC Call Center Nortel Networks Nortel Networks Technical Support Engineer Nortel Networks Technical Support Manager. Nortel Networks Technical Support Sr. Mgr. Nortel Networks Nortel Networks Technical Support Director Nortel Networks Customer Operation Director Leader At Closing Date, Nortel Networks will provide Customer with the contact information of the persons involved in this Escalation Procedures, as well from time to time, the changes to such contact information will be provided to Customer.

Call Center Access for Technical Support. The Nortel Networks Call Center will function as a single point of contact for the receipt of all support calls and inquiries. The remote support effort will begin with a telephone call and will continue with the appropriate actions to be taken according to Nortel Networks Case Severity Classifications. The Call Center will be available 24 hours a day, 365 days a year. General provisions for accessing Technical Support services include: • * Nortel Networks may, where applicable, also provide a customer with the ability to open, view, and modify cases directly within the Nortel Networks case-tracking system via xxx.xxxxxxxxxxxxxx.xxxwww.nortelnetworks.com. The customer will bear telecommunication facility telecommunicatxxx xxxility charges and/or long distance toll charges associated with access to xxx.xxxxxxxxxxxxxx.xxx • www.nortelnetworks.com * Where toll-free +access is not availableaccesx xx xxx xxxxxxxxx, the xxe customer will bear telecommunication facility charges and/or long distance toll charges for access to the Call Center • * All cases are logged into a Nortel Networks case-tracking system. The case is time-stamped and a case reference number allocated. Furthermore, Nortel Networks will request that the customer agree to a case priority level • * E1 and E2 priority cases are to be reported by telephone only • * The Customer escalation of a case to higher levels of management within Nortel Networks, shall be in accordance with the following escalation table: “Exhibit B - Description of The Technical Assistance Support Services Agreement for the Provision of Technical Assistance Support Services for FWA Equipment -------------------------------------------------------------------------------- "Nortel Networks Escalation Procedure” " Axtel’s 's NOC Call Center Nortel Networks Nortel Networks Technical Support Engineer Nortel Networks Technical Support Manager. Nortel Networks Technical Support Sr. Mgr. Nortel Networks Technical Support Director Nortel Networks Customer Support Director Operation Leader At Closing Date, Nortel Networks will provide Customer with the contact information of the persons involved in this Escalation Procedures, as well from time to time, the changes to such contact information will be provided to Customer.

Call Center Access for Technical Support. The Nortel Networks Call Center will function as a single point of contact for the receipt of all support calls and inquiries. The remote support effort will begin with a telephone call and will continue with the appropriate actions to be taken according to Nortel Networks Case Severity Classifications. The In accordance with Table 2-R below, the Call Center will register and manage requests for Remote Technical Assistance during normal business days (M-F) and hours (9:00-18:00 hrs), excluding holidays for Business Critical, Major and Minor Severity Problems and for E1 and E2 Severity Problems the Call Center will be available 24 hours a day, 365 days a year. General provisions for accessing Technical Support Assistance services include: • Nortel Networks may, where applicable, also provide a customer with the ability to open, view, and modify cases directly within the Nortel Networks case-tracking system via xxx.xxxxxxxxxxxxxx.xxx. The customer will bear telecommunication facility charges and/or long distance toll charges associated with access to xxx.xxxxxxxxxxxxxx.xxx • Where toll-free +access is not available, the customer will bear telecommunication facility charges and/or long distance toll charges for access to the Call Center • All cases are logged into a Nortel Networks case-tracking system. The case is time-stamped and a case reference number allocated. Furthermore, Nortel Networks will request that the customer agree to a case priority level • E1 and E2 priority cases are to be reported by telephone only • The Customer escalation of customer to escalate a case to higher levels of management within Nortel Networks, shall be in accordance with the following escalation table: “Nortel Networks Escalation Procedure” Axtel’s NOC Call Center Nortel Networks Nortel Networks Technical Support Engineer Nortel Networks Technical Support Manager. Nortel Networks Technical Support Sr. Mgr. Nortel Networks Technical Support Director Nortel Networks Customer Operation Leader At Closing Date, Nortel Networks will provide Customer with the contact information of the persons involved table in this Escalation Procedures, as well from time to time, the changes to such contact information will be provided to Customersection 2.2.5.

Call Center Access for Technical Support. The Nortel Networks Call Center will function as a single point of contact for the receipt of all support calls and inquiries. The remote support effort will begin with a telephone call and will continue with the appropriate actions to be taken according to Nortel Networks Case Severity Classifications. The Call Center will be available 24 hours a day, 365 days a year. General provisions for accessing Technical Support services include: • Nortel Networks may, where applicable, also provide a customer with the ability to open, view, and modify cases directly within the Nortel Networks case-tracking system via xxx.xxxxxxxxxxxxxx.xxx. The customer will bear telecommunication facility charges and/or long distance toll charges associated with access to xxx.xxxxxxxxxxxxxx.xxx • Where toll-free +access is not available, the customer will bear telecommunication facility charges and/or long distance toll charges for access to the Call Center • All cases are logged into a Nortel Networks case-tracking system. The case is time-stamped and a case reference number allocated. Furthermore, Nortel Networks will request that the customer agree to a case priority level • E1 and E2 priority cases are to be reported by telephone only • The Customer escalation of a case to higher levels of management within Nortel Networks, shall be in accordance with the following escalation table: “Nortel Networks Escalation Procedure” Axtel’s NOC Call Center Nortel Networks Nortel Networks Technical Support Engineer Nortel Networks Technical Support Manager. Nortel Networks Technical Support Sr. Mgr. Nortel Networks Technical Support Director Nortel Networks Customer Operation Leader At Closing Date, Nortel Networks will provide Customer with the contact information of the persons involved in this Escalation Procedures, as well from time to time, the changes to such contact information will be provided to Customer.

Call Center Access for Technical Support. The Nortel Networks Call Center will function as a single point of contact for the receipt of all support calls and inquiries. The remote support effort will begin with a telephone call and will continue with the appropriate actions to be taken according to Nortel Networks Case Severity Classifications. The In accordance with Table 2-R below, the Call Center will register and manage requests for Remote Technical Assistance during normal business days (M-F) and hours (9:00-18:00 hrs), excluding holidays for Business Critical, Major and Minor Severity Problems and for E1 and E2 Severity Problems the Call Center will be available 24 hours a day, 365 days a year. General provisions for accessing Technical Support Assistance services include: • * Nortel Networks may, where applicable, also provide a customer with the ability to open, view, and modify cases directly within the Nortel Networks case-tracking system via xxx.xxxxxxxxxxxxxx.xxx. The customer will bear telecommunication facility charges and/or long distance toll charges associated with access to xxx.xxxxxxxxxxxxxx.xxx • * Where toll-free +access is not available, the customer will bear telecommunication facility charges and/or long distance toll charges for access to the Call Center • * All cases are logged into a Nortel Networks case-tracking system. The case is time-stamped and a case reference number allocated. Furthermore, Nortel Networks will request that the customer agree to a case priority level • * E1 and E2 priority cases are to be reported by telephone only • * The Customer escalation of customer to escalate a case to higher levels of management within Nortel Networks, shall be in accordance with the following escalation table: “Nortel Networks Escalation Procedure” Axtel’s NOC Call Center Nortel Networks Nortel Networks Technical Support Engineer Nortel Networks Technical Support Managertable in section 2.2.5. Nortel Networks Technical Support Sr. Mgr. Nortel Networks Technical Support Director Nortel Networks Customer Operation Leader At Closing Date, Nortel Networks will provide Customer with the contact information of the persons involved in this Escalation Procedures, as well from time to time, the changes to such contact information will be provided to Customer.Annex G - Warranty Services Purchase and License Agreement for Fwa Equipment --------------------------------------------------------------------------------