Common use of Classifications of Fault Clause in Contracts

Classifications of Fault. The Trouble Ticket priority is related to the severity of the Fault as shown below. Operational Classification Criteria Priority 1 Fault  Total loss of Managed Global Network  Degraded Managed Global Network (i.e., the Managed Global Network is degraded to the extent where the Customer is unable to use it and is prepared to release it for immediate testing) Priority 2 Fault  Degraded Managed Global Network (i.e., the Managed Global Network is degraded, the Customer is able/still wants to use it and is not prepared to release it for immediate testing) Priority 3 Fault  Non-Managed Global Network Impacting / Telemetry / Back-ups Priority 4 Fault  Non Managed Global Network affecting, e.g., a Customer request for an incident report, and all other queries not covered by Priority Faults 1 – 3 above  Scheduled maintenance The only categories of Fault for which Verizon shall be held accountable to a Customer under this SLA and for which a Service Credit may be payable, are the SLC’ s relating to Network Outage, Network TTR, PTD, PDR, Jitter or Proactive Notification as set out in the definition of each SLC above.

Classifications of Fault. The Trouble Ticket priority is related to the severity of the Fault as shown below. Operational Classification Criteria Priority 1 Fault  ● Total loss of Managed Global Network  ● Degraded Managed Global Network (i.e., the Managed Global Network is degraded to the extent where the Customer is unable to use it and is prepared to release it for immediate testing) Priority 2 Fault  ● Degraded Managed Global Network (i.e., the Managed Global Network is degraded, the Customer is able/still wants to use it and is not prepared to release it for immediate testing) Priority 3 Fault  ● Non-Managed Global Network Impacting / Telemetry / Back-ups Priority 4 Fault  ● Non Managed Global Network affecting, e.g., a Customer request for an incident report, and all other queries not covered by Priority Faults 1 – 3 above  ● Scheduled maintenance The only categories of Fault for which Verizon shall be held accountable to a Customer under this SLA and for which a Service Credit may be payable, are the SLC’ s relating to Network Outage, Network TTR, PTD, PDR, Jitter or Proactive Notification as set out in the definition of each SLC above.