Common use of Technical Support Case Priority Clause in Contracts

Technical Support Case Priority. Problem reports will be classified as set forth in the tables below: Critical E1 Problems that severely affect service, capacity/traffic, billing and maintenance capabilities and require immediate corrective action, regardless of time of day or day of the week. • Total or partial network element outage • A reduction in capacity or traffic handling capability such that expected loads cannot be handled • Failure resulting in dynamic routing, switching capability or transport loss • Any loss of safety or emergency capability (e.g., emergency calls such as 911 in North America) • Loss of the system’s ability to perform automatic system reconfiguration • Inability to restart the system • Loss of billing/accounting capability • Corruption of billing or system databases that requires service affecting corrective actions • Other problems that severely affect service, capacity/traffic, billing, and maintenance capabilities or are jointly viewed by Nortel Networks and the customer as critical Major E2 Problems that result in potential service degradation and/or total outage. Serious situation not involving service degradation in a live environment, but leading to a total or partial loss of redundancy. • Loss of redundancy of critical functions • Loss of protection switching capability • Short outages equivalent to system or subsystem outages not seriously impacting service with accumulated duration of greater than two minutes in any 24-hour period, or that continue to repeat during longer periods • A reduction in provisioned capacity of 5% and for a cumulative duration of more than 10 minutes per 24 hours • Repeated degradation of DS1/E1 or higher rate spans or connections • Loss of system’s ability to perform automatic system reconfiguration • Loss of access to maintenance or recovery operations • Any loss of functional visibility and/or diagnostic capability • Loss of system’s ability to provide any required system critical/major alarms • Total loss of access to provisioning Major Business Critical Problems that result in a major degradation of system or service performance that impacts service quality or significantly impairs network operator control or operational effectiveness. Overall network is degraded resulting in severe limitations to operations or network management software product has major feature that is not working properly with only difficult workaround. • The customer has been given a work-around but the situation still requires constant attention due to the temporary nature of the work-around • Software application/migration issues that gate the introduction of new services or functionality • Billing error rates that exceed specifications • Corruption of system or billing databases Major Major Problems that result in conditions that seriously affect system operation, maintenance and administration, etc. and require immediate attention. The urgency is less than in a Business Critical situation because of a lesser immediate or impending effect on system performance, customers, and the customer’s operation and revenue. • Degradation of any capacity/traffic measurement function; degradation of functional visibility and/or diagnostic capability • Degradation of access for maintenance or recovery operations • Degradation of the system’s ability to provide any required system critical/major alarms • Loss of access for routine administrative activity • Any system failure without direct immediate impact • Intermittent degradation of services; partial loss of access to provisioning • Software application/migration issues that do not impact service • Reduction in any capacity/traffic measurement function • Any loss of functional visibility and/or diagnostic capability • Any significant increase in product-related customer trouble reports • Follow-up to E1 customer problems • Other problems that disrupt or prevent routine system activities, or problems that are jointly viewed as Major events by Nortel Networks and the customer Minor Minor Problems do not significantly impair the functioning of the system and do not significantly affect service to customers. These problems are tolerable during system use. • Service analysis, recorded announcements, operational measurements, maintenance program, or network management problems; or system-related documentation inaccuracies, that do not affect call processing • Test equipment failures for which a backup or manual alternative can be employed • Circuit pack testing problems

Technical Support Case Priority. The definitions in this Section 2.2.4 are generic and shall apply to the limited extent that this Annex G covers Hardware warranty only. Problem reports will be classified as set forth in the tables below: . Critical E1 Problems that severely affect service, capacity/traffic, billing and maintenance capabilities and require immediate corrective action, regardless of time of day or day of the week. • 2 Total or partial network element outage • 3 A reduction in capacity or traffic handling capability such that expected loads cannot be handled • 4 Failure resulting in dynamic routing, switching capability or transport loss • 5 Any loss of safety or emergency capability (e.g., emergency calls such as 911 in North America) • 6 Loss of the system’s ability to perform automatic system reconfiguration • 7 Inability to restart the system • 8 Loss of billing/accounting capability • 9 Corruption of billing or system databases that requires service affecting corrective actions • 10 Other problems that severely affect service, capacity/traffic, billing, and maintenance capabilities or are jointly viewed by Nortel Networks and the customer as critical Major E2 Problems that result in potential service degradation and/or total outage. Serious situation not involving service degradation in a live environment, but leading to a total or partial loss of redundancy. • 11 Loss of redundancy of critical functions • 12 Loss of protection switching capability • 13 Short outages equivalent to system or subsystem outages not seriously impacting service with accumulated duration of greater than two minutes in any 24-hour period, or that continue to repeat during longer periods • 14 A reduction in provisioned capacity of 5% and for a cumulative duration of more than 10 minutes per 24 hours • 15 Repeated degradation of DS1/E1 or higher rate spans or connections • 16 Loss of system’s ability to perform automatic system reconfiguration • 17 Loss of access to maintenance or recovery operations • 18 Any loss of functional visibility and/or diagnostic capability • 19 Loss of system’s ability to provide any required system critical/major alarms • 20 Total loss of access to provisioning Major Business Critical Problems that result in a major degradation of system or service performance that impacts service quality or significantly impairs network operator control or operational effectiveness. Overall network is degraded resulting in severe limitations to operations or network management software product has major feature that is not working properly with only difficult workaround. • 21 The customer has been given a work-around but the situation still requires constant attention due to the temporary nature of the work-around • 22 Software application/migration issues that gate the introduction of new services or functionality • 23 Billing error rates that exceed specifications • 24 Corruption of system or billing databases Major Major Problems that result in conditions that seriously affect system operation, maintenance and administration, etc. and require immediate attention. The urgency is less than in a Business Critical situation because of a lesser immediate or impending effect on system performance, customers, and the customer’s operation and revenue. • 25 Degradation of any capacity/traffic measurement function; degradation of functional visibility and/or diagnostic capability • 26 Degradation of access for maintenance or recovery operations • 27 Degradation of the system’s ability to provide any required system critical/major alarms • 28 Loss of access for routine administrative activity • 29 Any system failure without direct immediate impact • 30 Intermittent degradation of services; partial loss of access to provisioning • 31 Software application/migration issues that do not impact service • 32 Reduction in any capacity/traffic measurement function • 33 Any loss of functional visibility and/or diagnostic capability • 34 Any significant increase in product-related customer trouble reports • 35 Follow-up to E1 customer problems • 36 Other problems that disrupt or prevent routine system activities, or problems that are jointly viewed as Major events by Nortel Networks and the customer Minor Minor Problems do not significantly impair the functioning of the system and do not significantly affect service to customers. These problems are tolerable during system use. • 37 Service analysis, recorded announcements, operational measurements, maintenance program, or network management problems; or system-related documentation inaccuracies, that do not affect call processing • 38 Test equipment failures for which a backup or manual alternative can be employed • 39 Circuit pack testing problems

Technical Support Case Priority. Exhibit A - Description of The Technical Assistance Support Services Agreement for the Provision of Technical Assistance Support Services for FWA Equipment (December 2004) Problem reports will be classified as set forth in the tables below: TL9000 Severity Classification Airspan Case Priority & Definition Examples Critical E1 » Total or partial network element outage Problems that severely affect service, capacity/traffic, billing and maintenance capabilities and require immediate corrective action, regardless of time of day or day of the week. • Total or partial network element outage • » A reduction in capacity or traffic handling capability such that expected loads cannot be handled • day of the week capacity/traffic, billing and » Failure resulting in dynamic routing, switching capability or transport loss • maintenance capabilities immediate corrective » Any loss of safety or emergency capability (e.g., emergency calls such as 911 in North America) • action, regardless of time of day » Loss of the system’s ability to perform automatic system reconfiguration • » Inability to restart the system • » Loss of billing/accounting capability • » Corruption of billing or system databases that requires service affecting corrective actions • Other problems that severely affect service, capacity/traffic, billing, and maintenance capabilities or are jointly viewed by Nortel Networks Airspan and the customer as critical Major E2 » Loss of redundancy of critical functions Problems that result in potential service » Loss of protection switching capability degradation and/or total outage. Serious situation not involving service degradation in a live environment, but leading to a total or partial loss of redundancy. • Loss of redundancy of critical functions • Loss of protection switching capability • » Short outages equivalent to system or subsystem outages not seriously impacting service with accumulated duration of greater than two minutes in any 24-hour period, or that continue to repeat during longer periods • a live environment, but leading to a total or » A reduction in provisioned capacity of 5% and for a cumulative duration of more than 10 minutes per 24 hours • partial loss of redundancy. » Repeated degradation of DS1/E1 or higher rate spans or connections • » Loss of system’s ability to perform automatic system reconfiguration • » Loss of system’s ability to perform automatic system reconfiguration » Loss of access to maintenance or recovery operations • » Any loss of functional visibility and/or diagnostic capability • » Loss of system’s ability to provide any required system critical/major alarms • » Total loss of access to provisioning Exhibit A - Description of The Technical Assistance Support Services Agreement for the Provision of Technical Assistance Support Services for FWA Equipment (December 2004) Major Business Critical » The customer has been given a work-around but the situation still requires constant attention due to the temporary nature of the work-around Problems that result in a major degradation of system or service » Software application/migration issues that gate the introduction of new services or functionality performance that impacts service quality or significantly impairs » Billing error rates that exceed specifications network operator control or operational effectiveness. Overall network » Corruption of system or billing databases is degraded resulting in severe limitations to operations or network management software product has major feature that is not working properly with only difficult workaround. • The customer has been given a work-around but the situation still requires constant attention due to the temporary nature of the work-around • Software application/migration issues that gate the introduction of new services or functionality • Billing error rates that exceed specifications • Corruption of system or billing databases Major Major Problems that result in conditions that seriously affect system operation, maintenance and administration, etc. and require immediate attention. The urgency is less than in a Business Critical situation because of a lesser immediate or impending effect on system performance, customers, and the customer’s operation and revenue. • » Degradation of any capacity/traffic measurement function; degradation of functional visibility and/or diagnostic capability • Problems that result in conditions that seriously » Degradation of access for maintenance or recovery operations • affect system operation, maintenance and » Degradation of the system’s ability to provide any required system critical/major alarms • administration, etc. and require immediate » Loss of access for routine administrative activity • attention. The urgency is less than in a » Any system failure without direct immediate impact • Business Critical situation because of a lesser » Intermittent degradation of services; partial loss of access to provisioning • immediate or impending effect on system » Software application/migration issues that do not impact service • performance, customers, and the customer’s » Reduction in any capacity/traffic measurement function • operation and revenue. » Any loss of functional visibility and/or diagnostic capability • » Any significant increase in product-related customer trouble reports • » Follow-up to E1 customer problems • » Other problems that disrupt or prevent routine system activities, or problems that are jointly viewed as Major events by Nortel Networks Airspan and the customer Exhibit A - Description of The Technical Assistance Support Services Agreement for the Provision of Technical Assistance Support Services for FWA Equipment (December 2004) Minor Minor Problems do not significantly impair the functioning of the system and do not significantly affect service to customers. These problems are tolerable during system use. • » Service analysis, recorded announcements, operational measurements, maintenance program, or network management problems; or system-related documentation inaccuracies, that do not affect call processing • Problems do not significantly impair the » Test equipment failures for which a backup or manual alternative can be employed • functioning of the system and do not » Circuit pack testing problemsproblems significantly affect service to customers. These problems are tolerable during system use.