Common use of CREDIT APPROVAL PROCESS Clause in Contracts

CREDIT APPROVAL PROCESS. As a condition to Customer’s rights under this SLA, Customer shall deliver notice to VPLS within four (4) hours of the occurrence of any SLA Covered Services Unavailability following the procedure below: a. The Customer identified as the “account owner” must report an Outage Claim in VPLS’ support ticketing system with IP address, date and time, error messages, logs, trace routes or MTR report from multiple sources and a full description of the interruption for each affected service. Incomplete or duplicate reports will automatically be closed with no credits issued. b. Outage Claim must be reported within four (4) hours of the occurrence. c. VPLS will review the Outage Claim against active maintenances from third party service providers or Master Landlord. d. Customer agrees to pay all invoices while the Outage Claim is under review e. The credits made available to the Customer under this SLA will be provided to Customer on its next xxxx, or as promptly thereafter as it can only be provided after the qualification for the credit and its amount are determined by VPLS. In no event shall the total of any credits established under this SLA exceed the total monthly recurring charge for each service. Notwithstanding anything to the contrary in this SLA, the credits shall be the sole remedy to Customer. If Customer does not deliver the Outage Claim in the time period specified above and for each affected service, Customer shall not be entitled to any credits hereunder for the applicable failure. Notwithstanding anything to the contrary herein, Customer shall not be entitled to any credits hereunder if Network or Infrastructure failures or issues of any kind are caused by • Acts or omissions of Customer, Master Landlord or any third party outside of VPLS’s reasonable control or other Extenuating Circumstances • Customer’s on-premises equipment and Point of Demarcation (whether or not provided by VPLS) • Interconnections between VPLS’s network and any third party Provider Network such as third party service providers performing maintenances, enhancements, updates • VPLS network and infrastructure maintenance, Planned Downtime, Urgent Maintenance Activities • Force majeure events • Casualty • Customer’s who are not current on their payments will be ineligible for credits • Any Customer who violates our Master Service Agreement (MSA) or Acceptable Use Policy (AUP) Exhibit A • Customer’s local access to the Internet

CREDIT APPROVAL PROCESS. As a condition to Customer’s rights under this SLA, Customer shall deliver notice to VPLS Company within four (4) hours of the occurrence of any SLA Covered Services Unavailability following the procedure below: a. The Customer identified as the “account owner” must report an Outage Claim in VPLS’ Provider’s support ticketing system with IP address, date and time, error messages, logs, trace routes or MTR report from multiple sources and a full description of the interruption for each affected service. Incomplete or duplicate reports will automatically be closed with no credits issued. b. Outage Claim must be reported within four (4) hours of the occurrence. c. VPLS will review the Outage Claim against active maintenances from third party service providers or Master Landlord. d. Customer agrees to pay all invoices while the Outage Claim is under review e. The credits made available to the Customer under this SLA will be provided to Customer on its next xxxx, or as promptly thereafter as it can only be provided after the qualification for the credit and its amount are determined by VPLS. In no event shall the total of any credits established under this SLA exceed the total monthly recurring charge for each service. Notwithstanding anything to the contrary in this SLA, the credits shall be the sole remedy to Customer. If Customer does not deliver the Outage Claim in the time period specified above and for each affected service, Customer shall not be entitled to any credits hereunder for the applicable failure. c. Company will review the Outage Claim against active maintenances from third party service providers or Master Landlord. d. Customer agrees to pay all invoices while the Outage Claim is under review e. The maximum credits available for SLA Covered Services under this SLA is limited as provided in Section 1.5 of the General SLA. Notwithstanding anything to the contrary hereinin this SLA, the credits shall be the sole remedy to Customer. Notwithstanding anything to the contrary herein and subject to Section 1.3 of the General SLA, Customer shall not be entitled to any credits hereunder if Network Network, IP Transmit, Power or Infrastructure failures or issues or SLA Covered Services of any kind are caused by • Acts or omissions of Customer, Master Landlord or any third party outside of VPLS’s reasonable control or other Extenuating Circumstances • Customer’s on-premises equipment and Point of Demarcation (whether or not provided by VPLS) Company); • Interconnections between VPLSCompany’s network and any third third-party Provider Network such as third third-party service providers performing maintenances, enhancements, updates updates; • VPLS Company network and infrastructure maintenance, Planned Scheduled Downtime, Urgent Maintenance Activities Activities; • Force majeure events • Casualty • Customer’s who are not current on their payments will be ineligible for credits Casualty; • Any Customer who violates our Master Service Agreement (MSA) or Acceptable Use Policy (AUP) Exhibit A ); or • Customer’s local access to the InternetInternet This Managed Services - Service Level Agreement (“SLA”) applies to Desktop, Server, Network, Firewall, and Security Monitoring services provided by VPLS, Inc. (herein referred to as “Provider” or “Company”), to Customer and does not apply to Third Parties including Customer End Users. This SLA applies to Signed Order Forms with contracted terms and not month-to- month Signed Order Forms. This SLA is subject to, and hereby incorporates by reference; the terms and conditions as outlined in the Master Service Agreement set out in each service order between Provider and the Customer.

CREDIT APPROVAL PROCESS. As a condition to Customer’s rights under this SLA, Customer shall deliver notice to VPLS within four (4) hours of the occurrence of any SLA Covered Services Unavailability following the procedure below: a. The Customer identified as the “account owner” must report an Outage Claim in VPLS’ support ticketing system with IP address, date and time, error messages, logs, trace routes or MTR report from multiple sources and a full description of the interruption for each affected service. Incomplete or duplicate reports will automatically be closed with no credits issued. b. Outage Claim must be reported within four (4) hours of the occurrence. c. VPLS will review the Outage Claim against active maintenances from third party service providers or Master Landlord. d. Customer agrees to pay all invoices while the Outage Claim is under review e. The credits made available to the Customer under this SLA will be provided to Customer on its next xxxx, or as promptly thereafter as it can only be provided after the qualification for the credit and its amount are determined by VPLS. In no event shall the total of any credits established under this SLA exceed the total monthly recurring charge for each service. Notwithstanding anything to the contrary in this SLA, the credits shall be the sole remedy to Customer. If Customer does not deliver the Outage Claim in the time period specified above and for each affected service, Customer shall not be entitled to any credits hereunder for the applicable failure. Notwithstanding anything to the contrary herein, Customer shall not be entitled to any credits hereunder if Network or Infrastructure failures or issues of any kind are caused by • Acts or omissions of Customer, Master Landlord or any third party outside of VPLS’s reasonable control or other Extenuating Circumstances • Customer’s on-premises equipment and Point of Demarcation (whether or not provided by VPLS) • Interconnections between VPLS’s network and any third party Provider Network such as third party service providers performing maintenances, enhancements, updates • VPLS network and infrastructure maintenance, Planned Downtime, Urgent Maintenance Activities • Force majeure events • Casualty • Customer’s who are not current on their payments will be ineligible for credits • Any Customer who violates our Master Service Agreement (MSA) or Acceptable Use Policy (AUP) Exhibit A • Customer’s local access to the InternetInternet This Managed Services - Service Level Agreement (“SLA”) applies to Desktop, Server, Network, Firewall, and Security Monitoring services provided by VPLS Inc. (herein referred to as VPLS or Provider), to Customer and does not apply to Third Parties including Customer End Users. This SLA applies to service orders with contracted terms and not month-to-month Service Orders. This SLA is subject to, and hereby incorporates by reference; the terms and conditions as outlined in the Master Service Agreement set out in each service order between VPLS and the Customer.

CREDIT APPROVAL PROCESS. As a condition to Customer’s rights under this SLA, Customer shall deliver notice to VPLS Company within four (4) hours of the occurrence of any SLA Covered Services Unavailability following the procedure below: a. The Customer identified as the “account owner” must report an Outage Claim in VPLS’ Company’s support ticketing system with IP address, date and time, error messages, logs, trace routes or MTR report from multiple sources and a full description of the interruption for each affected service. Incomplete or duplicate reports will automatically be closed with no credits issued. b. Outage Claim must be reported within four (4) hours of the occurrence. c. VPLS will review the Outage Claim against active maintenances from third party service providers or Master Landlord. d. Customer agrees to pay all invoices while the Outage Claim is under review e. The credits made available to the Customer under this SLA will be provided to Customer on its next xxxx, or as promptly thereafter as it can only be provided after the qualification for the credit and its amount are determined by VPLS. In no event shall the total of any credits established under this SLA exceed the total monthly recurring charge for each service. Notwithstanding anything to the contrary in this SLA, the credits shall be the sole remedy to Customer. If Customer does not deliver the Outage Claim in the time period specified above and for each affected service, Customer shall not be entitled to any credits hereunder for the applicable failure. c. Company will review the Outage Claim against active maintenances from third party service providers or Master Landlord. d. Customer agrees to pay all invoices while the Outage Claim is under review e. The maximum credits available for SLA Covered Services under this SLA is limited as provided in Section 1.5 of the General SLA. Notwithstanding anything to the contrary hereinin this SLA, the credits shall be the sole remedy to Customer. Notwithstanding anything to the contrary herein and subject to Section 1.3 of the General SLA above, Customer shall not be entitled to any credits hereunder if Network or Infrastructure failures or SLA Covered Services Unavailability issues of any kind are caused by • Acts or omissions of Customer, Master Landlord or any third party outside of VPLS’s reasonable control or other Extenuating Circumstances by: • Customer’s on-premises equipment and Point of Demarcation (whether or not provided by VPLS) Company); • Interconnections between VPLSCompany’s network and any third third-party Provider Network such as third third-party service providers performing maintenances, enhancements, updates updates; • VPLS Company network and infrastructure maintenance, Planned Scheduled Downtime, Urgent Maintenance Activities Activities; • Force majeure events • Casualty • Customer’s who are not current on their payments will be ineligible for credits Casualty; • Any Customer who violates our Master Service Agreement (MSA) or Acceptable Use Policy (AUP) Exhibit A ); or • Customer’s local access to the Internet