Common use of Incident Classifications Clause in Contracts

Incident Classifications. A distinction will be made between single-customer issues and issues affecting multiple customers. Single-customer issues are more likely to be reported through AT&T Customer Care. In the event of an incident affecting multiple customers, AT&T will assign an initial SIR. AT&T assigns SIR based on the table below: Service Impact Report Description Initial Response Updates Resolution SIR 1 This incident level is attained when any of the following conditions are met: • A complete Information Service outage • An outage that affects 25% or more of subscribers • A recurring temporary outage of the Information Service • Inability to service user Technical Support requests • Results are materially different from those described in the product definition, documentation and specifications [*****] [*****] [*****] [*****] Certain portions denoted with an asterisk have been omitted and filed separately with the Securities and Exchange Commission. Confidential treatment has been requested with respect to the omitted portions. AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement CONFIDENTIAL TREATMENT Service Impact Report Description Initial Response Updates Resolution SIR 2 This incident level is attained when any of the following conditions are met: • An outage that affects 10% to 24% of the subscribers • Revenue from Premium Content should not be immediately affected. • Results are materially different from those described in the product definition, documentation and specifications • A significant degradation of the Information Service occurs [*****] [*****] [*****] SIR 3 This incident level is attained when any of the following conditions are met: • An outage that affects 9% or less of the subscribers • Real-time delivery to end users is not affected. Issue will not be noticed immediately, or if it does, does not impact programming. • A minor degradation of the Information Service delivery • Results that are materially different from those described in the product definition for non-essential features • Loss of redundancy but not service effecting [*****] [*****] [*****]

Incident Classifications. A distinction will be made between single-customer the handling of issues affecting a single Subscriber and issues affecting multiple customers. Single-customer Subscriber issues are more likely to will be reported through AT&T Cingular Customer Care. In the event of an incident affecting multiple customersSubscribers, AT&T Cingular will assign an initial SIR. AT&T Cingular assigns SIR based on the table below: Service Impact Report Description Initial Response Updates Resolution SIR 1 This incident level is attained when any of the following conditions are met: • A complete Information Service outage • An outage Outage that affects 25% *** or more of subscribers Subscribers • A recurring temporary outage Outage of the Information Service • Inability to service user Subscriber Technical Support requests • Results are materially different from those described in the product definition, documentation and specifications [*** ***] [*****] [*****] [*****] Certain portions denoted with an asterisk have been omitted and filed separately with the Securities and Exchange Commission. Confidential treatment has been * or as requested with respect to the omitted portions. AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement CONFIDENTIAL TREATMENT Service Impact Report Description Initial Response Updates Resolution SIR 2 This incident level is attained when any of the following conditions are met: • An outage Outage that affects 10% to 24% *** of the subscribers Subscriber • Revenue from Premium Content should not be immediately affected. • Results are materially different from those described in the product definition, documentation and specifications • A significant degradation Degradation, an Outage that affects *** of Subscribers of the Information Service occurs [*** ***] [*****] [*****] * or as requested SIR 3 This incident level is attained when any of the following conditions are met: • An outage that affects 9% or less than *** of the subscribers Subscribers • Real-time delivery to end users is not affected. Issue will not be noticed immediatelyA network event that has no immediate impact on Subscribers or programming (by way of example, or if it does, does not impact programmingloss of redundancy). • A minor degradation Degradation, affecting less than *** of Subscribers, of the Information Service delivery • Results that are materially different from those described in the product definition for non-essential features • Loss of redundancy but not service effecting [*** *** or as requested *****] [*****] [*****]This redacted material has been omitted pursuant to a request for confidential treatment, and the material has been filed separately with the Commission.