Common use of Fault Repair Process Clause in Contracts

Fault Repair Process. Monitoring and Logging Enet operates the following five-step fault repair process: 1. Carrier logs a fault or Enet provides pro-active notification as per relevant service level 2. Enet analyses the problem and determines an appropriate course of action 3. Enet dispatches an engineer to the site as per service level (if necessary) 4. Enet start repair 5. Enet complete repair/restoration within applicable target as outlined in Section 2 Logging and Notification Faults on Enet Services can be logged 24 x 7 x 365 by: • phone (000-000000) or • e-mail (xxx@Xxxx.xx) Enet responsibility and the Carrier input to fault logging is performed based on the applicable service level. Where the Carrier identifies a fault and requests assistance, Enet responds in line with the applicable SLA. If the Carrier reports a fault, but Enet NOC monitoring indicates normal operation and the Carrier insists on an Enet staff dispatch, the Carrier will be liable for a false alarm charge if no Enet related fault is found. • The Carrier will appoint a representative(s) to notify the NOC of a fault. Each fault will be logged, timed and shall be included in any calculation of Service Credits (Section 6) • If a fault is detected by the network management system (NMS), if applicable per the SLA, Enet will advise the Carrier of the fault within the agreed time as per SLA • The Carrier will notify the Enet NOC as soon as it is aware of any fault affecting its product. In this case, Enet performs reactive fault analysis and remedy • Enet is not responsible for remedying faults that the Carrier does not notify to the NOC and that are not detected by the NMS (except where the NMS has a problem with performance or configuration) The NOC provides updates as per the SLA during the incident by the preferred method (unless otherwise agreed) and advises the Carrier on closure of the fault. Downtime is measured on the trouble ticket system, as the time between tickets opened when an agreed fault has been identified and when they are closed when Service is restored (excluding any excluded time as outlined in Penalties General Terms and Exclusions. If the performance level falls below the level stated in the SLA, the Carrier will have the right to claim compensation. Planned and Emergency work If a planned maintenance period requires extension, Enet will provide regular status information to the Carrier, daily or as otherwise agreed, until the incident is resolved. Enet shall consider any reasonable request from the Carrier for a deferral of any planned maintenance made within 5 Business days of Enet’s notice and Enet shall respond to the deferral request within 5 Business days of the request having been made. Enet will endeavor to reschedule to a time agreeable by both Parties. Planned works in the Enet or its subcontractors’ networks can cause outages especially on unprotected products. While Enet makes every possible effort to minimise the impact on its Carriers, such outages are not included in the availability and penalty credit calculations (Section 6).

Fault Repair Process. Monitoring and Logging Enet operates the following five-step fault repair process: 1. Carrier logs a fault or Enet provides pro-active notification as per relevant service level 2. Enet analyses the problem and determines an appropriate course of action 3. Enet dispatches an engineer to the site as per service level (if necessary) 4. Enet start repair repair 5. Enet complete repair/restoration within applicable target as outlined in Section 2 All Long Line Fibre and Edge products are monitored in the NOC based on the applicable SLA up to the port at the applicable Enet co-location (not out to the End-User location). Enet may require assistance from the third-party suppliers to assist in fault isolation from the co-location to the End-User premises. Logging and Notification Faults on Enet Services can be logged 24 x 7 x 365 by: • phone (000-000000) or • e-mail (xxx@Xxxx.xxxxx@xxxx.xx) Enet responsibility and the Carrier input to fault logging is performed based on the applicable service level. Where the Carrier identifies a fault and requests assistance, Enet responds in line with the applicable SLA. If the Carrier reports a fault, but Enet NOC monitoring indicates normal operation and the Carrier insists on an Enet staff dispatch, the Carrier will be liable for a false alarm charge if no Enet related fault is found. • The Carrier will appoint a representative(s) to notify the NOC of a fault. Each fault will be logged, timed and shall be included in any calculation of Service Credits (Section 6) • If a fault is detected by the network management system (NMS), if applicable per the SLA, Enet will advise the Carrier of the fault within the agreed time as per SLA • The Carrier will notify the Enet NOC as soon as it is aware of any fault affecting its product. In this case, Enet performs reactive fault analysis and remedy • Enet is not responsible for remedying faults that the Carrier does not notify to the NOC and that are not detected by the NMS (except where the NMS has a problem with performance or configuration) The NOC provides updates as per the SLA during the incident by the preferred method (unless otherwise agreed) and advises the Carrier on closure of the fault. Downtime is measured on the trouble ticket system, as the time between tickets opened when an agreed fault has been identified and when they are closed when Service is restored (excluding any excluded time as outlined in Penalties General Terms and Exclusions. If the performance level falls below the level stated in the SLA, the Carrier will have the right to claim compensation. Planned and Emergency work Enet shall inform the Carrier of the effected period promptly when received from a third party. If a planned maintenance period requires extension, Enet will provide regular status information to the Carrier, daily or as otherwise agreed, until the incident is resolved. Enet shall consider any reasonable request from the Carrier for a deferral of any planned maintenance made within 5 Business days of Enet’s notice and Enet shall respond to the deferral request within 5 Business days of the request having been made. Enet will endeavor to reschedule to a time agreeable by both Parties. Planned works in the Enet or its subcontractors’ networks can cause outages especially on unprotected products. While Enet makes every possible effort to minimise the impact on its Carriers, such outages are not included in the availability and penalty credit calculations (Section 6). 6. Penalties Applicable SLA Penalties Enet shall perform at or exceed the service levels as laid out in this document. Where Enet performs below the agreed service levels, service credits shall accrue and be due and payable as set out below. Availability and TTR is assessed per Service access for each site and not as an entire network across all Carrier sites. 6.1.1 SLA-T1: Fibre ring (On-net) services The Availability penalty credit calculation is based on the following table. Penalties are expressed in Rental Days. SLA-T1 TABLE 13: PENALTY DAYS Upon Carrier request, at the end of each Quarter, Enet will calculate the availability on requested individual services. If in breach of this SLA, a credit note will be issued for rental credits equal to the total of credit days accumulated over the quarter multiplied by the Rental Day charge. The Carrier will appoint a representative(s) to notify the Network Operations Centre of a fault. Each notified fault will be logged, timed and shall be included in the quarterly calculation of Rental Credits only as specified in this SLA. The measurement period is quarterly, on request, from the delivery date. 6.1.2 SLA-T2: Fibre Pt2Pt / Wireless Time to Repair (TTR) credit is a percentage of the actual monthly charge for the affected service and is the monthly recurring charge (MRC) of the month where the SLA is applicable. Repair within: • 8 Clock hours (On-Net) • 8.5 Clock hours (Off-net/Extended Reach)* of the report received 2% of Monthly circuit rental per Clock hour in breach** TABLE 14: TTR PENALTY 6.1.3 SLA-T2a: Fibre Pt2Pt Unmanaged Fibre/Wires Only Time to Repair (TTR) credit is a percentage of the actual monthly charge for the affected service and is the monthly recurring charge (MRC) of the month where the SLA is applicable. Repair within • 10 Clock hours (On-Net) • 10 Clock hours (Extended Reach)* of the report received 2% of Monthly circuit rental per Clock hour in breach ** TABLE 15: TTR PENALTY 6.1.4 SLA-T3: Unprotected End-to-End TTR penalty credit calculation is based on the following tables. Penalties are expressed in Rental Days. Repair within 8 Working Hours of the report received 2% of Monthly circuit rental, per working hour in breach* (i.e. greater than 8 Working Hours in breach) TABLE 16: PENALTY DAYS 6.1.5 SLA-Entry Time to Repair (TTR) credit is a percentage of the actual monthly charge for the affected service and is the monthly recurring charge (MRC) of the month where the SLA is applicable. Availability and TTR is assessed per Service access for each site and not as an entire network across all Carrier sites.

Fault Repair Process. Monitoring and Logging Enet operates the following five-step fault repair process: 1. Carrier logs a fault or Enet provides pro-active notification as per relevant service level 2. Enet analyses the problem and determines an appropriate course of action 3. Enet dispatches an engineer to the site as per service level (if necessary) 4. Enet start repair 5. Enet complete repair/restoration within applicable target as outlined in Section 2 All Long Line Fibre and Edge products are monitored in the NOC based on the applicable SLA up to the port at the applicable Enet co-location (not out to the End-User location). Enet may require assistance from the third-party suppliers to assist in fault isolation from the co-location to the End-User premises. Logging and Notification Faults on Enet Services can be logged 24 x 7 x 365 by: • phone (000-000000) or • e-mail (xxx@Xxxx.xxxxx@xxxx.xx) Enet responsibility and the Carrier input to fault logging is performed based on the applicable service level. Where the Carrier identifies a fault and requests assistance, Enet responds in line with the applicable SLA. If the Carrier reports a fault, but Enet NOC monitoring indicates normal operation and the Carrier insists on an Enet staff dispatch, the Carrier will be liable for a false alarm charge if no Enet related fault is found. • The Carrier will appoint a representative(s) to notify the NOC of a fault. Each fault will be logged, timed and shall be included in any calculation of Service Credits (Section 6) • If a fault is detected by the network management system (NMS), if applicable per the SLA, Enet will advise the Carrier of the fault within the agreed time as per SLA • The Carrier will notify the Enet NOC as soon as it is aware of any fault affecting its product. In this case, Enet performs reactive fault analysis and remedy • Enet is not responsible for remedying faults that the Carrier does not notify to the NOC and that are not detected by the NMS (except where the NMS has a problem with performance or configuration) The NOC provides updates as per the SLA during the incident by the preferred method (unless otherwise agreed) and advises the Carrier on closure of the fault. Downtime is measured on the trouble ticket system, as the time between tickets opened when an agreed fault has been identified and when they are closed when Service is restored (excluding any excluded time as outlined in Penalties General Terms and Exclusions. If the performance level falls below the level stated in the SLA, the Carrier will have the right to claim compensation. Planned and Emergency work Enet shall inform the Carrier of the effected period promptly when received from a third party. If a planned maintenance period requires extension, Enet will provide regular status information to the Carrier, daily or as otherwise agreed, until the incident is resolved. Enet shall consider any reasonable request from the Carrier for a deferral of any planned maintenance made within 5 Business days of Enet’s notice and Enet shall respond to the deferral request within 5 Business days of the request having been made. Enet will endeavor to reschedule to a time agreeable by both Parties. Planned works in the Enet or its subcontractors’ networks can cause outages especially on unprotected products. While Enet makes every possible effort to minimise the impact on its Carriers, such outages are not included in the availability and penalty credit calculations (Section 6).