Common use of Fault Reporting Clause in Contracts

Fault Reporting. Resellers must report any faults in accordance with Section 2 – Reporting a fault in the Wideband Provisioning completion document. Upon successful submission of a fault ticket the Company will assign a specific priority which is done so at the Company’s discretion and can be subject to change based on new information received. Priority 1 (Total Outage) For incidents where the issue has existed for five minutes or more before incident logging and is limited to the following: - Total loss of an Ethernet Service (which is defined as no transmission of signals in one or both directions); or Available throughput <10% or predicted Service Bandwidth; or Latency is >100ms; or Packet loss is greater than 5% Priority 2 (Severe Intermittence) Intermittent connectivity of a single site that has high degree of Ethernet impact – where the intermittence can be demonstrated repeatedly within an hour interval Priority 3 (Degradation) Intermittent connectivity of a single site that has low Ethernet impact – where the intermittence cannot be demonstrated repeatedly within an hour interval Bandwidth throughput or other material quality of Ethernet service issues Priority 4 (Query) End user application performance issues across a particular Ethernet service

Fault Reporting. Resellers Customers must report any faults in accordance with Section 2 – Reporting a fault in the Wideband Provisioning completion document. Upon successful submission of a fault ticket the Company will assign a specific priority which is done so at the Company’s discretion and can be subject to change based on new information received. Priority 1 (Total Outage) For incidents where the issue has existed for five minutes or more before incident logging and is limited to the following: - Total loss of an Ethernet Service (which is defined as no transmission of signals in one or both directions); or Available throughput <10% or predicted Service Bandwidth; or Latency is >100ms; or Packet loss is greater than 5% Priority 2 (Severe Intermittence) Intermittent connectivity of a single site that has high degree of Ethernet impact – where the intermittence can be demonstrated repeatedly within an hour interval Priority 3 (Degradation) Intermittent connectivity of a single site that has low Ethernet impact – where the intermittence cannot be demonstrated repeatedly within an hour interval Bandwidth throughput or other material quality of Ethernet service issues Priority 4 (Query) End user application performance issues across a particular Ethernet service