Common use of Measurement Process Clause in Contracts

Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from the outage-causing event or the opening of a trouble ticket by the Customer or Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall compile a list for each End-User service affected by the common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per-End-User service (Circuit ID or Service ID) basis from information recorded from the network equipment/system or a Customer reported trouble ticket. Each End- User service (Circuit ID or Service ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End-User service reported by the End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Standalone VoIP Handset Service Packages Standalone VoIP Voice Mail The objective restoral time will be: Access Type Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) Standalone VoIP Handset Service Packages ≤ 1 Hour ≤ 30 Minutes ≤ 15 Minutes P Standalone VoIP Voice Mail ≤ 1 Hour ≤ 30 Minutes ≤ 15 Minutes P

Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from the an outage-causing event or the opening of a trouble ticket by the Customer or the Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall open a trouble ticket and compile a list for each End-User service (Circuit ID or Service ID) affected by the common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per-End-User service (Circuit ID or Service ID) basis from information recorded from the network equipment/system or a Customer reported trouble ticket. Each End- End-User service (Circuit ID or Service ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End-User service reported by the End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Standalone VoIP Handset Service Packages Standalone VoIP Voice Mail The objective restoral time will be: Access Type Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S B or P) Standalone VoIP Handset Service Packages ≤ 1 Hour ≤ 30 Minutes N/A ≤ 15 Minutes P Standalone VoIP Voice Mail ≤ 1 Hour ≤ 30 Minutes N/A ≤ 15 Minutes P

Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from the an outage-causing event or the opening of a trouble ticket by the Customer or the Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall open a trouble ticket and compile a list for each End-User service (Circuit ID or Service ID) affected by the common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per-per- End-User service (Circuit ID or Service ID) basis from information recorded from the network equipment/system or a Customer reported trouble ticket. Each End- End-User service (Circuit ID or Service ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End-End- User service reported by the End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Standalone VoIP Handset Service Packages Standalone VoIP Voice Mail The objective restoral time will be: Access Type Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S B or P) Standalone VoIP Handset Service Packages ≤ 1 Hour ≤ 30 Minutes N/A ≤ 15 Minutes P Standalone VoIP Voice Mail ≤ 1 Hour ≤ 30 Minutes N/A ≤ 15 Minutes P

Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from the outage-causing event or the opening of a trouble ticket by the Customer or Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall compile a list for each End-User service affected by the common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per-End-User service (Circuit ID or Service ID) basis from information recorded from the network equipment/system or a Customer reported trouble ticket. Each End- End-User service (Circuit ID or Service ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End-User service reported by the End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Standalone VoIP Handset Service Packages Standalone VoIP Voice Mail The objective restoral time will be: Access Type Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) Standalone VoIP Handset Service Packages ≤ 1 Hour ≤ 30 Minutes ≤ 15 Minutes P Standalone VoIP Voice Mail ≤ 1 Hour ≤ 30 Minutes ≤ 15 Minutes P

Measurement Process. The Outage Duration begins when a network alarm is received by the Contractor from the an outage-causing event or the opening of a trouble ticket by the Customer or the Contractor, whichever occurs first. Upon notification from the Customer or network alarm, the Contractor shall open a trouble ticket and compile a list for each End-User service (Circuit ID or Service ID) affected by the common cause for tracking and reporting of the SLA rights and remedies. Outage Duration shall be measured on a per-per- End-User service (Circuit ID or Service ID) basis from information recorded from the network equipment/system or a Customer reported trouble ticket. Each End- End-User service (Circuit ID or Service ID) is deemed out of service from the first notification until the Contractor determines the End-User service is restored. Any End-User service reported by the End-User/Customer as not having been restored shall have the outage time adjusted to the actual restoration time. Standalone Cloud-Hosted VoIP Handset Service Packages Standalone VoIP Voice Mail Services The objective restoral time will be: Access Type Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) Standalone Cloud-Hosted VoIP Handset Service Packages ≤ 1 Hour Services ≤ 30 Minutes ≤ 15 Minutes P Standalone VoIP Voice Mail ≤ 1 Hour ≤ 30 Minutes N/A ≤ 15 Minutes P