ATT Dedicated Internet Access_Service Level Agreements.docx

Service Level Agreements

SLA-1. General ADI SLA Terms

Credit Request Process

Section Effective Date: 01-Nov-2022

AT&T has established performance objectives for ADI While AT&T cannot guarantee that these performance objectives always will be met, AT&T will provide credits to the Customer when they are not met. For ADI Sites located outside the US, the SLAs set forth below only apply to orders placed after December 16, 2005. Unless otherwise agreed to by the parties, any SLAs set forth in Customer’s Service Agreement, including prior versions of the Service Guide applicable to such Sites, will continue to apply to ADI Sites located outside the US that were ordered prior to December 16, 2005. SLAs are retired for PNT as of September 15, 2021.

SLAs relating to network performance apply only to traffic traveling within the AT&T Network.

In order to receive a credit for an ADI SLA, Customer must submit a request to the AT&T SLA Administration Center using the Service Level Agreement application available on AT&T Business Direct® or AT&T Business Center® portals. Customer must be registered for access to the Service Level Agreement app and Service Type for ADI by the AT&T Sales Representative. Customer must submit the credit request by the end of the month following the month in which the provisioning was completed or the trouble was cleared.

Customer may not receive credits for more than one of the Latency SLA, Data Delivery SLA and the Site Availability/Time to Restore SLA if AT&T’s failure to meet the SLAs is attributable to the same occurrence at the affected ADI Port(s).

Customer may receive:

· Only one credit for any calendar day for a particular ADI Port for the ADI Site Availability/Time to Restore SLA;

· Only one credit in any calendar month for each of the Network Latency SLA, the Network Data Delivery SLA, and the Network Jitter SLA;

· Credits for any Customer Site in a given month totaling no more than the total Covered ADI Monthly Charges for the Customer Site for that month.

Definitions “Covered ADI Monthly Charges” means:

· The monthly charges for the affected Customer Port, and

· The monthly charges for Optional Features associated with the affected Customer Port.

“Regions” for purposes of the ADI SLAs means the countries listed in the ADI SLA Region and Country Table.

ADI SLA Region and Country Table

The rest of the EMEA countries Albania, Algeria, Andorra, Angola, Armenia, Azerbaijan, Bahrain, Benin, Bosnia And Herzegovina, Bulgaria, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Chad, Comoros, Congo, Congo (The Democratic Republic Of), Cyprus, Czech Republic, Djibouti, Egypt, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Gabon, Gambia, Georgia, Ghana, Gibraltar, Greece, Greenland, Guadeloupe Guernsey, Guinea, Guinea-Bissau, Holy See (Vatican City State), Hungary, Iceland, Ivory Coast (Côte D'Ivoire), Israel, Jordan, Kazakhstan, Kenya, Kuwait, Kyrgyzstan, Lebanon, Lesotho, Liberia, Libya, Latvia, Liechtenstein, Lithuania, Macedonia, Madagascar, Malawi, Mali, Malta, Mauritania, Mauritius, Moldova, Monaco, Montenegro, Morocco, Mozambique, Namibia, Niger, Nigeria, Oman, Qatar, Poland, Portugal, Romania, Réunion, Rwanda, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Slovakia, Slovenia, South Africa, Swaziland, Tajikistan, Tanzania, United Republic Of Togo, Tunisia, Uganda, Ukraine, United Arab Emirates, Uzbekistan, Zambia, Zimbabwe

Notes

Measurements of performance within or between Regions are taken from a selection of AT&T Network Backbone Nodes in the Region and do not necessarily cover all countries listed in a Region

SLA Exclusions AT&T is not responsible for failure to meet an SLA resulting from:

· The conduct of Customer or Users of ADI

· The failure or deficient performance of power, equipment, Services or systems not provided by AT&T

· Delay caused or requested by Customer

· Service interruptions, deficiencies, degradations or delays due to access lines or Equipment when provided by third parties (except as specifically provided in a particular SLA)

· For Sites with ADI Managed Router, Service interruptions, deficiencies, degradations or delays that cannot be diagnosed due to a missing or unavailable dedicated POTS line to the modem for out-of-band access

· Service interruptions, deficiencies, degradations or delays during any period in which AT&T or its agents are not afforded access to the premises where access lines associated with ADI are terminated or AT&T Equipment is located

· Service interruptions, deficiencies, degradations or delays during any period when a Service Component is removed from Service for maintenance, replacement, or rearrangement purposes or for the implementation of a Customer order

· Customer’s election to not release a Service Component for testing and/or repair and to continue using the Service Component

· Force Majeure Conditions

· Service interruptions or delays in investigating and/or fixing a trouble affecting a non-US Service Component due to the hours of operation of the local access provider in the country for which Customer is reporting a trouble.

· Service interruptions, deficiencies, degradations or delays during routine network maintenance. Routine maintenance is scheduled between 12 am and 6 am - local time. Customers are provided notification of the maintenance event 2 weeks in advance.”

· Any PNT related issue effective September 15, 2021 In addition, ADI SLAs do not apply (a) if Customer is entitled to other available credits, compensation or remedies under Customer’s Service Agreement for the same Service interruption, deficiency, degradation or delay, (b) for Service interruptions, deficiencies, degradations or delays not reported by Customer to AT&T, (c) where Customer reports an SLA failure, but AT&T does not find any SLA failure, and (d) to ADI Sites that are not directly connected to the AT&T Network, such as ADI Sites connected in a cascaded fashion to a directly connected ADI Site.

Use of Alternate Service If Customer elects to use another means of communications during the period of interruption, Customer must pay the charges for the alternative Service used.

SLA-2. ADI On-Time Provisioning SLA

Section Effective Date: 24-Jun-2022

The performance objective for the ADI On-Time Provisioning SLA for ADI Sites located within the US is for AT&T to complete installation of a Covered Access Arrangement at a Customer Site by the Due Date. The performance objective for the ADI On-Time Provisioning SLA for ADI Sites located outside the US is to complete installation of an ADI Service Component (as well as

AT&T-provided access lines connected to such Service Component) by the applicable scheduled Service activation date.

If AT&T does not meet this performance objective for a Covered Access Arrangement, Customer will be entitled to an ADI On-Time Provisioning SLA credit equal to one month’s discounted monthly recurring charge for the ADI Service Component(s) that is not installed on time, after the installation is completed.

The ADI On-Time Provisioning SLA does not apply for ADI with Managed Router installations if the dedicated POTS line is not provided by the Customer.

The ADI On-Time Provisioning SLA does not apply to Service Components that are ordered on an expedited basis. AT&T provides the scheduled Service activation date to Customer after a Service Component is ordered. The scheduled Service activation date for a Service Component may change if Customer requests any change to a Service Component after ordering.

Covered Access Arrangements and Due Dates The ADI On-Time Provisioning SLA applies to ADI Sites located in the US Mainland with respect to Covered Access Arrangements, as defined in the following table, and based on the availability dates provided by the local access provider, which may change at any time and without notice to Customer, in which case the SLA start date will be automatically reset to the latest date provided to AT&T by the local access provider. The On-Time Provisioning SLA does not apply with respect to any access arrangement ordered for, and/or associated with, any type of Customer collocation arrangement on AT&T's premises.

ADI Express (the following applies to ADI Express only):

· The performance objective for the ADI Express On-Time Provisioning SLA is defined as the Completion of the Customer Site Visit to AT&T Ready. The performance objective for ADI Express On-Time Provisioning SLA for ADI Express Sites located within the US 21 states (AR, CA, IL, IN, KS, MI, MO, NV, OH, OK, TX, WI, GA, FL, SC, NC, LA, MS, TN, AL, KY) is for AT&T to complete installation of a Covered Access Arrangement within 15 calendar days from the completion of the customer Site visit for locations with AT&T fiber and an Emux in the building for speeds under 1G.

· The performance objective for ADI Express On-Time Provisioning SLA for ADI Express Sites located within the US 21 states (AR, CA, IL, IN, KS, MI, MO, NV, OH, OK, TX, WI, GA, FL, SC, NC, LA, MS, TN, AL, KY) is for AT&T to complete installation of a Covered Access Arrangement within 30 calendar days from the completion of the customer Site visit for locations with AT&T fiber without an Emux in the building for speeds under 1G.

· If AT&T does not meet this performance objective for ADI Express, Customer will be entitled to an ADI Express On-Time Provisioning SLA credit equal to one month’s discounted monthly recurring charge for the ADI Service Component(s) not installed on time, after the installation is completed.

· The ADI Express On-Time Provisioning SLA does not apply for the following:

· ADI Express with Managed Router installations if the dedicated POTS line is not provided by the Customer

· Service Components that are ordered on an expedited basis. AT&T provides the scheduled Service activation date to Customer after a Service Component is ordered. The scheduled Service activation date for a Service Component may change if Customer requests any change to a Service Component after ordering.

· Out of Region Orders (applicable only in 21 state region)

· Locations with AT&T fiber beyond 500 feet of the building.

· Locations in Puerto Rico and Mexico.

· Speeds 1G and above. Cross References SD-3.1. Customer Orders

SLA-3. ADI Site Availability / Time to Restore SLA Section Effective Date: 01-Nov-2022 The performance objective for the ADI Site Availability/Time to Restore SLA is for the ADI Site Availability to be 100%. If AT&T does not meet this performance objective in any given calendar month, Customer will be eligible for an ADI Site Availability/Time to Restore SLA credit for each Outage equal to the product of Customer’s total discounted Covered ADI Monthly Charges for the affected ADI Ports by a percentage based on the duration of (Time to Restore) the Outage, as set forth in the ADI Site Availability/Time to Restore SLA Credit Table.

“Outage" means an occurrence within the AT&T Network and/or the AT&T-provided dedicated access (and in the case of ADI with Managed Router, the AT&T Equipment) that is unrelated to the normal functioning of ADI and that results in the inability of Customer to transmit IP packets for more than one minute. Measurement of Time to Restore begins when a trouble ticket is opened by AT&T Customer Care and Customer releases the affected Service Component(s) to AT&T and ends when AT&T Customer Care makes its first attempt to notify Customer that the problem has been resolved and the Service Component(s) are restored and available for Customer to use. Time to Restore excludes Outage time that is outside of the standard operating hours of the local access provider used by AT&T for the affected ADI Port and any delay caused by Customer.

The ADI Site Availability/Time to Restore SLA does not apply for ADI with Managed Router installations if the dedicated POTS line is not provided by the Customer and if it is determined the outage is related to the Managed Router.

ADI Site Availability/Time to Restore SLA Credit Table

Equal to or greater than:

To less than:

Group 1-4

Group 5

ADI Site Availability/Time to Restore SLA Country Table

ADI Site Availability/Time to Restore SLA Country Table

*ADI may not currently be available in all countries listed.

SLA-4. ADI Latency SLA

Section Effective Date: 28-Feb-2017

The performance objectives for the ADI Latency SLA are for the ADI Latencies within and between Regions to be no greater than the latencies set forth in the ADI Latency Performance Objectives Table.

If AT&T does not meet a performance objective in a given calendar month, Customer will be eligible for a ADI Latency SLA credit equal to 1/30th of Customer's total discounted ADI Monthly Charges for all ADI Ports in the affected Region(s) for that month.

"ADI Latency" is a monthly measure of the AT&T network-wide delay within the Region or between Regions, which is the average interval of time it takes during the applicable calendar month for test packets of data to travel between all selected pairs of AT&T Network Backbone Nodes in the Region(s). Specifically, the time it takes test packets to travel from one AT&T Network Backbone Node in a pair to another and back is measured for all selected pairs of AT&T Network Backbone Nodes in the Region(s) over the month. Latency for the month is the average of all of these measurements.

"AT&T Network Backbone Nodes" are the core routing nodes in the AT&T Network.

ADI Latency Performance Objectives Table

Between Regions

SLA-5. ADI Data Delivery SLA

Section Effective Date: 13-May-2020

The performance objectives for the ADI Data Delivery SLA are for the ADI Data Delivery percentages within and between Regions to be no less than those set forth in the ADI Data Delivery Performance Objectives Table. If AT&T does not meet this performance objective in a given calendar month, Customer will be eligible for a ADI Data Delivery SLA credit equal to 1/30th of Customer's total discounted Covered ADI Monthly Charges for all ADI Ports in the affected Region(s) for that month.

The “ADI Data Delivery Percentage” for a Region or between Regions is the average Data Delivery percentage for that month for all selected pairs of AT&T IP Backbone Nodes in the Region(s) calculated by dividing Data Received by Data Delivered and multiplying by 100.

"Data Delivered" is the number of test packets of data delivered in a month by AT&T to an ingress router at an AT&T Network Backbone Node for delivery to an egress router at the other specific AT&T Network Backbone Node in the selected pair.

"Data Received" is the number of such test packets of data that are actually received by the egress router at the other AT&T Network Backbone Node.

ADI Data Delivery Performance Objectives Table

ADI Data Delivery Performance Objectives Table

Between Regions

SLA-6. ADI Jitter SLA

Section Effective Date: 28-Feb-2017

The performance objective for the ADI Jitter SLA is for ADI Jitter in a given month to be no more than the jitter set forth in the ADI Jitter Performance Objectives Table.

If AT&T does not meet this performance objective, Customer will be eligible for a ADI Jitter SLA credit equal to 1/30th of Customer's total discounted Covered ADI Monthly Charges for all ADI Ports in the affected Regions(s) for that month.

“ADI Jitter” is a monthly measure of the AT&T Network-wide IP packet delay variation within or between the applicable Region(s), which is the average difference in the interval of time it takes during the applicable calendar month for selected pairs of test packets of data in data streams to travel between selected pairs of AT&T Network Backbone Nodes in the Region(s). Specifically, the difference in time it takes a selected pair of test packets in a data stream to travel from one AT&T Network Backbone Node in a pair to another is measured for all selected pairs of AT&T Network Backbone Nodes in the Region(s) over the month. One of the test packets in the selected pair will always be a packet in the data stream that takes the least time to travel from one AT&T Network Backbone Node in the pair to another. ADI Jitter within or between Regions for the month is the average of all of these measurements in the Region(s).

ADI Jitter Performance Objectives Table

ADI Jitter Performance Objectives Table

Between Regions