Common use of Service Level Agreement Credit Time Limitation Clause in Contracts

Service Level Agreement Credit Time Limitation. If Verizon has failed to meet the same SLA for three consecutive months, Customer may elect to:  continue Verizon Calling with Microsoft Teams with a limit of six months of credits for any individual SLA within a 12-month period.  discontinue Verizon Calling with Microsoft Teams, at one, multiple, or all Customer Microsoft Teams services without liability except for charges incurred prior to discontinuation of Verizon Calling with Microsoft Teams. Customer must submit a written disconnect notice to their Verizon Account Team within 30 days following the end of either the third or subsequent consecutive month of Verizon's failure to meet the SLA. If 3rd Party Network provider causes in whole or in part the payout of SLA credits for three (3) consecutive months, Verizon has the following options:  require a change of 3rd Party Network provider, as applicable.  terminate its performance obligations under this Verizon Calling with Microsoft Teams SLA for the relevant SLA for Customer Microsoft Teams services with 3rd Party Network provider. The following exclusions apply to Management Service Level Agreements contained in this document: No credit will be due to the extent the SLA is not met because of any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, other than acts or omissions of Verizon approved 3rd Party Network. No credit will be due to the extent the SLA is not met because of a Force Majeure event, as defined in the Agreement. No credit will be due to the extent the SLA is not met because of scheduled maintenance by Customer or entities under Customer’s direction or control. No credit will be due to the extent the SLA is not met because of scheduled maintenance by Verizon within Verizon’s maintenance windows. No credit will be due to the extent the SLA is not met because of the amount of time delays due to Customer Time. No credit will be due for which there is no Trouble Ticket opened. No credit will be due for instances which have been installed for less than one calendar month. Circuit - A “circuit” is a connection and Local Access. Connection - A “connection” is a port on the SBCaaS connected to the public internet, Verizon network or a 3rd Party Network. Customer Time - Time delays attributable to or caused by one or more of the following: a) Incorrect or incomplete information provided by Customer. b) Verizon being denied access to the Customer’s Microsoft Teams service when access is required. c) Failure or refusal by Customer to release the circuit for testing. d) Customer unavailability where needed to close a Trouble Ticket. e) Delays attributable to Customer management of the SBCaaS instance to include Customer policies as sources of issues.

Service Level Agreement Credit Time Limitation. If Verizon Vxxxxxx has failed to meet the same SLA for three consecutive months[**], Customer may elect to:  • continue Verizon Calling with Microsoft Teams the Managed IP PBX Service with a limit of six months [**] of credits for any individual SLA within a 12-month period.  • discontinue Verizon Calling with Microsoft Teams, at one, multiple, or all Customer Microsoft Teams services Managed IP PBX Service without liability except for charges incurred prior to discontinuation of Verizon Calling with Microsoft Teamsthe Managed IP PBX Service. Customer must submit a written disconnect notice to their Verizon Account Team within 30 days [**] following the end of either the third or subsequent consecutive month of Verizon's Vxxxxxx’s failure to meet the SLA. If 3rd Party Network Maintenance provider causes in whole or in part the payout of SLA credits for three (3) consecutive months[**], Verizon has the following options:  • require a change of 3rd Party Network Maintenance provider, as applicable.  ; or • terminate its performance obligations under this Verizon Calling with Microsoft Teams Managed IP PBX SLA for the relevant SLA for Customer Microsoft Teams services with 3rd Party Network providerrelated SLA. The following exclusions apply to Management all Service Level Agreements contained in this document: • No credit SLA will be deemed missed due to the extent the SLA is not met because of any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, other than acts or omissions including without limitation, disconnection of Verizon approved 3rd Party Networkpower to the CPE. • No credit SLA will be deemed missed due to the extent the SLA is not met because of a Force Majeure eventMajeure, as defined in the Agreement. No credit • SLA time will be due to the extent the SLA is not met because of suspended for scheduled maintenance by Customer or entities under Customer’s direction or control. No credit ; • SLA time will be due to the extent the SLA is not met because of suspended for scheduled maintenance by Verizon within Verizon’s maintenance windows. ; • No credit SLA will be deemed missed due to lapses of IP PBX Service before the extent the IP BPX Service is up and billable will not be eligible for SLA is credits. • CPE with less than 24 x 7 x 4 coverage with Verizon or a Verizon approved 3rd party maintenance provider will not met because of be eligible for SLA credits. • SLA time will be suspended for the amount of time delays due to Customer Time. • No credit SLA will be deemed missed due Trouble Tickets associated with any act or omission of any third party. • SLA commitments may be adjusted to reflect the service levels provided by the maintenance provider. • No SLA will he deemed missed due to the Customer not fully complying with Verizon recommendations for which there is no Trouble Ticket openednetwork and server configuration. • No credit SLA will be deemed missed due to changes to the recommended network or server configuration, trunking or dial plans without Verizon’s prior agreement. • No SLA will be deemed missed due to performance impacting issues related to or resulting from (but not limited to) rogue network devices, viruses, worms, miss-configured unmanaged network devices attached to the LAN being managed or other impacting events/devices beyond the scope and control of Verizon. • No SLAs will be available for instances which have been installed for IP PBX Platforms with less than one calendar [**] users. 3rd Party Maintenance Maintenance services from third parties approved by Verizon from time to time. The current approved 3 rd Party Maintenance providers are [**]. Billing Month The period of time used for the monthly invoice. This is usually a minimum of 30 days but starts after the first of any month. Circuit - A codec Program used to convert voice signals from analog data to digital data for transmission by the IP PBX Service and then convert the data back to analog data to be received. Complete Network Management Customer’s WAN, LAN and IP PBX Networks are all under Verizon Full Management (as defined by Customer’s WAN or LAN agreement, if any). CS-ACELP Conjugate Structure — Algebraic Code Excited Linear Prediction Customer Premise Equipment (“circuit” is a connection and Local AccessCPE”) Managed Service equipment located at the Site. Connection - A “connection” is a port on the SBCaaS connected Customer Service Center Service centers where Customers call in to the public internet, Verizon network or a 3rd Party Networkreport Managed Service issues. Customer Time - Time delays attributable to or caused by one or more of the following: a) : • Incorrect or incomplete information provided by Customer. b) ; • Verizon or the Verizon approved maintenance provider being denied access to CPE or network components at the Customer’s Microsoft Teams service Customer location when access is required. c) ; • Failure or refusal by Customer to release the circuit Device for testing. d) ; or • Customer unavailability where needed to close a Trouble Ticket. Device Any LAN networking Customer premises equipment managed by Verizon. IP PBX Cluster An IP PBX Cluster consists one IP PBX publisher server and one IP PBX subscriber server with the associated publisher and subscriber applications and an uninterruptible power supply for each server. e) Delays attributable to Customer management of the SBCaaS instance to include Customer policies as sources of issues.

Service Level Agreement Credit Time Limitation. If Verizon Company has failed to meet the same SLA for three (3) consecutive months, Customer may elect to:  continue Verizon Calling with Microsoft Teams • Continue the Managed LAN with a limit of six (6) months of credits for any individual SLA within a 12-month period.  discontinue Verizon Calling with Microsoft Teams, at one, multiple, or all Customer Microsoft Teams services • Discontinue Managed LAN without liability except for charges incurred prior to discontinuation of Verizon Calling with Microsoft Teamsthe Managed LAN. Customer must submit a written disconnect notice to their Verizon Company Account Team within 30 days following the end of either the third or subsequent consecutive month of VerizonCompany's failure to meet the SLA. If 3rd Party Network Maintenance provider causes in whole or in part the payout of SLA credits for three (3) consecutive months, Verizon Company has the following options:  • require a change of 3rd Party Network Maintenance provider, as applicable.  ; or • terminate its performance obligations under this Verizon Calling with Microsoft Teams Managed LAN SLA for the relevant SLA for Customer Microsoft Teams services with 3rd Party Network providerrelated SLA. Appendix A: General Exclusions The following exclusions apply to Management all Service Level Agreements contained in this document: • No credit will be due to the extent the SLA is not met because of due to any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, including without limitation, disconnection of power to the CPE will not be eligible for SLA credits, other than acts or omissions of Verizon Company approved 3rd Party NetworkNetwork or 3rd Party Maintenance providers. • No credit will be due to the extent the SLA is not met because of a Force Majeure event, as defined in the Agreement. • No credit will be due to the extent the SLA is not met because of scheduled maintenance by Customer or entities under Customer’s direction or control. • No credit will be due to the extent the SLA is not met because of scheduled maintenance by Verizon Company within VerizonCompany’s maintenance windows. • With the exception of the Installation SLA, no credit will be due to the extent the SLA is not met because Managed LAN is not up and billable. • No credit will be due for CPE with less than 24 x 7 x 4 coverage with Company or a Company approved 3rd party maintenance provider. • No credit will be due to the extent the SLA is not met because of the amount of time delays due to Customer Time. • No credit will be due for which there is no Trouble Ticket openedTickets associated with any act or omission of any third party . • SLA commitments may be adjusted to reflect the service levels provided by the maintenance provider. • No credit will be due for instances which have been installed for less than one calendar month. Circuit - A “circuit” is a connection and Local Access. Connection - A “connection” is a port on the SBCaaS connected to the public internet, Verizon network or a 3rd Party Network. Customer Time - Time delays attributable extend that the SLA is not met due to performance impacting issues related to or caused by one or more of the following: aresulting from (but not limited to) Incorrect or incomplete information provided by Customer. b) Verizon being denied access rogue network devices, viruses, worms, miss-configured unmanaged network devices attached to the Customer’s Microsoft Teams service when access is requiredLAN being managed or other impacting events/devices beyond the scope and control of Company; and • Devices, except under Monitor and Notify level of service, that do not have out-of-band access. c) Failure or refusal by Customer to release the circuit for testing. d) Customer unavailability where needed to close a Trouble Ticket. e) Delays attributable to Customer management of the SBCaaS instance to include Customer policies as sources of issues.

Service Level Agreement Credit Time Limitation. If Verizon Xxxxxxx has failed to meet the same SLA for three (3) consecutive months, Customer may elect to:  • continue Verizon Calling with Microsoft Teams the Managed IP PBX Service with a limit of six (6) months of credits for any individual SLA within a 12-month period.  • discontinue Verizon Calling with Microsoft Teams, at one, multiple, or all Customer Microsoft Teams services Managed IP PBX Service without liability except for charges incurred prior to discontinuation of Verizon Calling with Microsoft Teamsthe Managed IP PBX Service. Customer must submit a written disconnect notice to their Verizon Account Team within 30 days following the end of either the third or subsequent consecutive month of Verizon's failure to meet the SLA. If 3rd Party Network Maintenance provider causes in whole or in part the payout of SLA credits for three (3) consecutive months, Verizon has the following options:  • require a change of 3rd Party Network Maintenance provider, as applicable.  ; or • terminate its performance obligations under this Verizon Calling with Microsoft Teams Managed IP PBX SLA for the relevant SLA for Customer Microsoft Teams services with 3rd Party Network providerrelated SLA. Appendix A: General Exclusions The following exclusions apply to Management all Service Level Agreements contained in this document: • No credit SLA will be deemed missed due to the extent the SLA is not met because of any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, other than acts or omissions including without limitation, disconnection of Verizon approved 3rd Party Networkpower to the CPE. • No credit SLA will be deemed missed due to the extent the SLA is not met because of a Force Majeure eventMajeure, as defined in the Agreement. No credit • SLA time will be due to the extent the SLA is not met because of suspended for scheduled maintenance by Customer or entities under Customer’s direction or control. No credit ; • SLA time will be due to the extent the SLA is not met because of suspended for scheduled maintenance by Verizon within Verizon’s maintenance windows. ; • No credit SLA will be deemed missed due to lapses of IP PBX Service before the extent the IP BPX Service is up and billable will not be eligible for SLA is credits. • CPE with less than 24 x 7 x 4 coverage with Verizon or a Verizon approved 3rd party maintenance provider will not met because of be eligible for SLA credits. • SLA time will be suspended for the amount of time delays due to Customer Time. • No credit SLA will be deemed missed due for which there is no Trouble Ticket openedTickets associated with any act or omission of any third party. • SLA commitments may be adjusted to reflect the service levels provided by the maintenance provider. • No credit SLA will be deemed missed due to the Customer not fully complying with Verizon recommendations for instances which have been installed network and server configuration. • No SLA will be deemed missed due to changes to the recommended network or server configuration, trunking or dial plans without Verizon’s prior agreement. • No SLA will be deemed missed due to performance impacting issues related to or resulting from (but not limited to) rogue network devices, viruses, worms, miss-configured unmanaged network devices attached to the LAN being managed or other impacting events/devices beyond the scope and control of Verizon. • No SLAs will be available for IP PBX Platforms with less than one calendar 200 users. Appendix B: Terms and Definitions Terms and Definitions Definition 3rd Party Maintenance Maintenance services from third parties approved by Verizon from time to time. The current approved 3rd Party Maintenance providers are Cisco and NEC. Billing Month The period of time used for the monthly invoice. This is usually a minimum of 30 days but starts after the first of any month. Circuit codec Program used to convert voice signals from analog data to digital data for transmission by the IP PBX Service and then convert the data back to analog data to be received. Complete Network Management Customer’s WAN, LAN and IP PBX Networks are all under Verizon Full Management (as defined by Customer’s WAN or LAN agreement, if any). CS-ACELP Conjugate Structure - A Algebraic Code Excited Linear Prediction Customer Premise Equipment (“circuit” is a connection and Local Access. Connection - A “connection” is a port on CPE”) Managed IP PBX equipment located at the SBCaaS connected to the public internet, Verizon network or a 3rd Party NetworkSite. Customer Service Center Service centers where Customers call in to report Managed IP PBX issues. Terms and Definitions Definition Customer Time - Time delays attributable to or caused by one or more of the following: a) : • Incorrect or incomplete information provided by Customer. b) ; • Verizon or the Verizon approved maintenance provider being denied access to CPE or network components at the Customer’s Microsoft Teams service Customer location when access is required. c) ; • Failure or refusal by Customer to release the circuit Device for testing. d) ; or • Customer unavailability where needed to close a Trouble Ticket. Device Any LAN networking Customer premises equipment managed by Verizon. IP PBX Cluster An IP PBX Cluster consists one IP PBX publisher server and one IP PBX subscriber server with the associated publisher and subscriber applications and an uninterruptible power supply for each server. e) Delays attributable to Customer management of the SBCaaS instance to include Customer policies as sources of issues.