11.02 - Managed IP Phone System - Laserfiche WebLink

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TDS Addendum — ManagedIP Statement of Work and TDS Internet Access Service Level Agreement (SLA) Service Level Agreement This Service Level Agreement is effective as of the first day of the second month after initial installation of Internet Service, and is only applicable to Customer's Internet Service. AVAILABILITY Goal Availability/Remedy 99.999 %a Each cumulative hour of Network Downtime or Circuit Downtime during a calendar month qualifies the Customer for one day's charges pro -rated from the MRC of the Affected Service. LATENCY Goal 40 ins 41 -50 ms = I0% of MRC PACKET DELIVERY Goal 99.50% 1 99.49 %a - 99.01 % =10% of MRC Actual Latency/Rernedy 5I -70 ms = 25% of MRC Actual Packet Delivery/Remedy 99.00% - 90.00% =25% of MRC Greater than 70 ms = 50% of MRC Less than 90.00% = 50 % of MRC COMPONENTS INCLUDED: Network Availability, latency, and packet delivery are 15 minute average measurements taken between head end routers. MEASUREMENT: Availability: Circuit Downtime: exists when a particular Customer circuit (the "Affected Service ") is unable to transmit and receive data and TDS records such failure in the TDS trouble ticket system. Circuit Downtime is measured from the time the trouble ticket is opened to the time the Affected Service is again able to transmit and receive data. Network Downtime: exists when the TDS IP Network is not available to route customer packets to the TDS edge routers. Network Downtime will be measured on an ongoing basis every 15 minutes to adequately determine a consistent average monthly performance level for availability. Latency: The average roundtrip network delay ( "Latency ") will be measured on an ongoing basis every 15 minutes to adequately determine a consistent average monthly performance level for Latency at the head end router. Packet Dclivery: Packet Delivery will be measured on an ongoing basis every 15 minutes to adequately determine a consistent average monthly performance level for packets actually delivered between head end routers. REMEDIES: Upon Customer's request to TDS Repair made withbt five (5) business days of the last day of the month in which the relevant SLA was not met, and TDS's confirmation that the relevant SLA was not met, Customer shall be entitled to service credits as set forth herein. A credit shall be applied only to charges for the month in which the event giving rise to the credit occurred. The maximum, cumulative SLA credits issued in any one calendar month shall not exceed: (i) seven (7) days' charges pro -rated from the MRC of the Affected Set-vice with respect to Availability; or (ii) 50% of the MRCS of the Affected Service with respect to Latency and Packet Delivery. In no event shall the total credits, in the aggregate for all SLAB issued in one month, exceed the equivalent of 50 % of the relevant MRCS for the Affected Service. These credits shall be TDS's sole liability and the Customer's exclusive remedy tinder this service level agreement Addendum and shall be in lieu of, and not in addition to, the remedy set forth in Section 9 of the Agreement (Interruption of Services). Unauthorized disclosure prohibited. Version: 091712 Page 5 of 6