Common use of Retail Clause in Contracts

Retail. Key Service Quality Measurements Notes -------------------------------------------------------------------------------- 17. % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- POTS: o % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- Specials: o % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- 18. % Repeat Reports within 30 days -------------------------------------------------------------------------------- POTS: o % Repeat Reports within 30 Days -------------------------------------------------------------------------------- Specials: o % Repeat Reports within 30 Days -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- Trunks -------------------------------------------------------------------------------- Key Service Quality Measurements Notes -------------------------------------------------------------------------------- Provisioning Process -------------------------------------------------------------------------------- 8. Average Interval - Offered -------------------------------------------------------------------------------- o Average Interval - Offered FGD -------------------------------------------------------------------------------- 9. Average Interval - Completed -------------------------------------------------------------------------------- o Average Interval - Completed FGD -------------------------------------------------------------------------------- 10. [Intentionally Omitted] -------------------------------------------------------------------------------- 11. % Missed Installation Appointment -BA Reasons -------------------------------------------------------------------------------- o % Missed Installation Appointment (BA Reasons) FGD -------------------------------------------------------------------------------- 12. % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- o % Missed Installation Appointment - Facilities FGD -------------------------------------------------------------------------------- 13. % Installation Troubles within 30 Days -------------------------------------------------------------------------------- o % Installation Trouble within 30 days FGD -------------------------------------------------------------------------------- Maintenance and Repair Process -------------------------------------------------------------------------------- 14. Network Trouble Report Rate -------------------------------------------------------------------------------- o Network Trouble Report Rate FGD -------------------------------------------------------------------------------- 15. [Intentionally Omitted] -------------------------------------------------------------------------------- 16. Mean Time to Repair -------------------------------------------------------------------------------- o Mean Time to Repair (Stop Clock) FGD -------------------------------------------------------------------------------- 17. % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- o % Out of Service [greater than] 24 Hours FGD -------------------------------------------------------------------------------- 18. % Repeat Reports within 30 days -------------------------------------------------------------------------------- o % Repeat Reports within 30 Days FGD -------------------------------------------------------------------------------- 19. % Common Final Trunk Blockage --------------------------------------------------------------------------------

Retail. Key Service Quality Measurements Notes -------------------------------------------------------------------------------- 1710. % Out of Service [greater than] 24 Hours Completed within 5 business days - Total -------------------------------------------------------------------------------- POTS: o % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- Specials: o % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- 18. % Repeat Reports Completed within 30 days -------------------------------------------------------------------------------- POTS: o % Repeat Reports within 30 5 Days -------------------------------------------------------------------------------- Specials: o % Repeat Reports within 30 Days -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- Trunks -------------------------------------------------------------------------------- Key Service Quality Measurements Notes -------------------------------------------------------------------------------- Provisioning Process -------------------------------------------------------------------------------- 8. Average Interval - Offered -------------------------------------------------------------------------------- o Average Interval - Offered FGD -------------------------------------------------------------------------------- 9. Average Interval - Completed -------------------------------------------------------------------------------- o Average Interval - Completed FGD -------------------------------------------------------------------------------- 10. [Intentionally Omitted] (1 to 5 Lines): -------------------------------------------------------------------------------- 11. % Missed Installation Appointment -BA Reasons -------------------------------------------------------------------------------- POTS: o % Missed Installation Appointment Appt. (BA ReasonsBA) FGD - Dispatch o % Missed Appt. (BA) - No Dispatch -------------------------------------------------------------------------------- Specials: o % Missed Appt. (BA) -------------------------------------------------------------------------------- 12. % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- POTS: o % Missed Installation Appointment - Facilities FGD -------------------------------------------------------------------------------- Specials: o % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- 13. % Installation Troubles within 30 Days -------------------------------------------------------------------------------- POTS: o % Installation Trouble within 30 days FGD -------------------------------------------------------------------------------- Specials: o % Installation Trouble within 30 days -------------------------------------------------------------------------------- Maintenance and Repair Process -------------------------------------------------------------------------------- 14. Network Trouble Report Rate -------------------------------------------------------------------------------- POTS: o Network Trouble Report Rate FGD - Total o Network Trouble Report Rate - Dispatch o Network Trouble Report Rate - No Dispatch -------------------------------------------------------------------------------- Specials: o Network Trouble Report Rate (Dispatch + No Dispatch) -------------------------------------------------------------------------------- 15. [Intentionally Omitted] % Missed Repair Appointments -------------------------------------------------------------------------------- POTS: o % Missed Repair Appt. - Dispatch o % Missed Repair Appt. - No Dispatch -------------------------------------------------------------------------------- 16. Mean Time to Repair -------------------------------------------------------------------------------- POTS: o Mean Time to Repair - Total (Run Clock) o Mean Time to Repair - Dispatch (Run Clock) o Mean Time to Repair - No Dispatch (Run Clock) -------------------------------------------------------------------------------- Specials: o Mean Time to Repair (Stop Clock) FGD -------------------------------------------------------------------------------- 17. % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- o % Out of Service [greater than] 24 Hours FGD -------------------------------------------------------------------------------- 18. % Repeat Reports within 30 days -------------------------------------------------------------------------------- o % Repeat Reports within 30 Days FGD -------------------------------------------------------------------------------- 19. % Common Final Trunk Blockage --------------------------------------------------------------------------------

Retail. Key Service Quality Measurements Notes -------------------------------------------------------------------------------- 17KEY SERVICE QUALITY MEASUREMENTS NOTES ------------------------------------------------------------------------------------------- 10. % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- COMPLETED W/IN 5 BUSINESS DAYS - TOTAL ------------------------------------------------------------------------------------------- POTS: o - % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- Specials: o % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- 18. % Repeat Reports within 30 days -------------------------------------------------------------------------------- POTS: o % Repeat Reports within 30 Completed w/in 5 Days -------------------------------------------------------------------------------- Specials: o % Repeat Reports within 30 Days -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- Trunks -------------------------------------------------------------------------------- Key Service Quality Measurements Notes -------------------------------------------------------------------------------- Provisioning Process -------------------------------------------------------------------------------- 8. Average Interval - Offered -------------------------------------------------------------------------------- o Average Interval - Offered FGD -------------------------------------------------------------------------------- 9. Average Interval - Completed -------------------------------------------------------------------------------- o Average Interval - Completed FGD -------------------------------------------------------------------------------- 10. [Intentionally Omitted] -------------------------------------------------------------------------------- (< 5 Lines): ------------------------------------------------------------------------------------------- 11. % Missed Installation Appointment MISSED INSTALLATION APPOINTMENT -BA Reasons -------------------------------------------------------------------------------- o REASONS ------------------------------------------------------------------------------------------- POTS: - % Missed Installation Appointment Appt. (BA ReasonsBA) FGD -------------------------------------------------------------------------------- - Dispatch - % Missed Appt. (BA) - No Dispatch ------------------------------------------------------------------------------------------- SPECIALS: - % Missed Appt. (BA) ------------------------------------------------------------------------------------------- 12. % MISSED INSTALLATION APPOINTMENT - FACILITIES ------------------------------------------------------------------------------------------- POTS: - % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- o ------------------------------------------------------------------------------------------- SPECIALS: - % Missed Installation Appointment - Facilities FGD -------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- 13. % Installation Troubles within INSTALLATION TROUBLES W/IN 30 Days -------------------------------------------------------------------------------- o DAYS ------------------------------------------------------------------------------------------- POTS: - % Installation Trouble within 30 days FGD -------------------------------------------------------------------------------- Maintenance and Repair Process -------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- SPECIALS: - % Installation Trouble within 30 days ------------------------------------------------------------------------------------------- MAINTENANCE AND REPAIR PROCESS ------------------------------------------------------------------------------------------- 14. NETWORK TROUBLE REPORT RATE ------------------------------------------------------------------------------------------- POTS: - Network Trouble Report Rate -------------------------------------------------------------------------------- o - Total - Network Trouble Report Rate FGD -------------------------------------------------------------------------------- - Loop - Network Trouble Report Rate - Central Office ------------------------------------------------------------------------------------------- SPECIALS: - Network Trouble Report Rate (Loop + CO) ------------------------------------------------------------------------------------------- 15. [Intentionally Omitted] -------------------------------------------------------------------------------- % MISSED REPAIR APPOINTMENTS ------------------------------------------------------------------------------------------- POTS: - % Missed Repair Appt. - Loop - % Missed Repair Appt. - Central Office ------------------------------------------------------------------------------------------- 16. MEAN TIME TO REPAIR ------------------------------------------------------------------------------------------- POTS: - Mean Time to Repair -------------------------------------------------------------------------------- o - Total (Run Clock) - Mean Time to Repair - Loop (Run Clock) - Mean Time to Repair - Central Office (Run Clock) ------------------------------------------------------------------------------------------- SPECIALS: - Mean Time to Repair (Stop Clock) FGD -------------------------------------------------------------------------------- 17. % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- o % Out of Service [greater than] 24 Hours FGD -------------------------------------------------------------------------------- 18. % Repeat Reports within 30 days -------------------------------------------------------------------------------- o % Repeat Reports within 30 Days FGD -------------------------------------------------------------------------------- 19. % Common Final Trunk Blockage ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------