Common use of Glossary of Clause in Contracts

Glossary of. SLA Related Terms (M) The following SLA definitions apply to this Contract: SLA Definition Availability Percentage The Scheduled Uptime less Unavailable Time divided by Scheduled Uptime multiplied by 100. Average Monthly Usage Cost (AMUC) A means of calculating rights and remedies for usage-based outages. AMUC shall be derived by dividing the total business day usage minutes in a month by the number of business days in the month in which the failure occurs. This will produce a daily average of usage minutes which can be multiplied by the cost for the associated service to produce an average daily cost of the service for the current month. AMUC rights and remedies will be a number of those average daily costs rebated back to the customers impacted by the service outages that trigger the associated service level agreements. Catastrophic Outage 1 CAT 1 The total loss of either the service or circuits, 25 or greater at the same address location, or any single OCX. Catastrophic Outage 2 CAT 2 A total failure of a service type in a central office. Or, a backbone failure or failure of any part of the Equipment associated with the backbone. Catastrophic Outage 3 CAT 3 The total loss of more than one service type in central office, or the loss of any service type on a system wide basis. CAT Outage Catastrophic outage as further defined above for CAT 1, CAT 2, and CAT 3 outages. Enhanced Services Shall be defined to include the following services Computer Telephone Integration, Premise Based ACD, Interactive Voice Response/Call Router (IVR), Specialized Call Routing Enhanced Service Outage The total loss of an Enhanced Service at a single End-User location. Excessive Outage An Excessive outage shall be defined as a trouble ticket opened with the Contractor on a circuit or service, for more than twelve hours. Major Fault Defined as trouble tickets opened with the Contractor’s helpdesk: On five (5) or more physical circuit (DS-1 or higher speed) at the same address location. Or The loss of 2 or more service types to a single End-User at the same address location. SLA Definition Mean Time to Repair The circuit is unusable during the time the trouble ticket is recorded as open in the Contractors trouble ticket system minus stop clock conditions. The mean shall be derived as the sum of the total trouble ticket duration hours per calendar month, per service type, divided by the number of tickets per calendar month, per service type. Minor Fault A Minor Fault shall be defined as a trouble ticket opened with the Contractor’s helpdesk on the loss of any circuit or service to a single End-User at a site. Response Duration The interval for Contractor response to initial request from Customer when initiating a project request. Provisioning New service, adds, moves and changes. Scheduled Uptime The total time less time required for scheduled maintenance or scheduled upgrades Throughput Total number of packets/cells/frames output at the egress port divided by total number of packets/cells/frames input at the ingress port within the subscribed rate. Time to Repair The circuit is unusable during the time the trouble ticket is recorded as open in the Contractor’s trouble ticket system minus stop clock conditions. This SLA is applied per occurrence. Total Monthly Recurring Charges (TMRC) The monthly recurring charges for the transport and service (e.g/, access circuit, mileage, interoffice channels, ports, PVCs etc). All charges that comprise the total monthly reoccurring cost per circuit and/or service. Transmission Delay Average round trip transfer delay measured from MPOE to MPOE.

Glossary of. SLA Related Terms (M) The following SLA definitions apply to this Contract: SLA Definition Availability Percentage The Scheduled Uptime less Unavailable Time divided by Scheduled Uptime multiplied by 100. Average Monthly Usage Cost (AMUC) A means of calculating rights and remedies for usage-based outages. AMUC shall be derived by dividing the total business day usage minutes in a month by the number of business days in the month in which the failure occurs. This will produce a daily average of usage minutes which can be multiplied by the cost for the associated service to produce an average daily cost of the service for the current month. AMUC rights and remedies will be a number of those average daily costs rebated back to the customers impacted by the service outages that trigger the associated service level agreements. Catastrophic Outage 1 CAT 1 The total loss of either the service or circuits, 25 or greater at the same address location, or any single OCX. Catastrophic Outage 2 CAT 2 A total failure of a service type in a central office. Or, a backbone failure or failure of any part of the Equipment associated with the backbone. Catastrophic Outage 3 CAT 3 The total loss of more than one service type in central office, or the loss of any service type on a system System wide basis. CAT Outage Catastrophic outage as further defined above for CAT 1, CAT 2, and CAT 3 outages. Enhanced Services Shall be defined to include the following services Computer Telephone Integration, Premise Network Based ACD, Network Based Interactive Voice Response/Call Router (IVR), Specialized Call Routing Enhanced Service Outage The total loss of an Enhanced Service at a single End-User location. Excessive Outage An Excessive outage shall be defined as a trouble ticket opened with the Contractor on a circuit or service, for more than twelve hours. Major Fault Defined as trouble tickets opened with the Contractor’s helpdesk: On five (5) 12 or more physical circuit (DS-1 or higher speed) at the same address location. Or The loss of 2 or more service types to a single End-User at the same address location. SLA Definition Mean Time to Repair The circuit is unusable during the time the trouble ticket is recorded as open in the Contractors trouble ticket system minus stop clock conditions. The mean shall be derived as the sum of the total trouble ticket duration hours per calendar month, per service type, divided by the number of tickets per calendar month, per service type. Minor Fault A Minor Fault shall be defined as a trouble ticket opened with the Contractor’s helpdesk on the loss of any circuit or service to a single End-User at a sitehours. Response Duration The interval for Contractor response to initial request from Customer when initiating a project request. Provisioning New service, adds, moves and changes. Scheduled Uptime The total time less time required for scheduled maintenance or scheduled upgrades Throughput Total number of packets/cells/frames output at the egress port divided by total number of packets/cells/frames input at the ingress port within the subscribed rate. Time to Repair The circuit is unusable during the time the trouble ticket is recorded as open in the Contractor’s trouble ticket system System minus stop clock conditions. This SLA is applied per occurrence. Total Monthly Recurring Charges (TMRC) The monthly recurring charges for the transport and service (e.g/, access circuit, mileage, interoffice channels, ports, PVCs etc). All charges that comprise the total monthly reoccurring cost charges per circuit and/or service. Transmission Delay Average round trip transfer delay measured from MPOE to MPOE.

Glossary of. SLA Related Terms (M) The following SLA definitions apply to this Contract: SLA Definition Availability Percentage The Scheduled Uptime less Unavailable Time divided by Scheduled Uptime multiplied by 100. Average Monthly Usage Cost (AMUC) A means of calculating rights and remedies for usage-based outages. AMUC shall be derived by dividing the total business day usage minutes in a month by the number of business days in the month in which the failure occurs. This will produce a daily average of usage minutes which can be multiplied by the cost for the associated service to produce an average daily cost of the service for the current month. AMUC rights and remedies will be a number of those average daily costs rebated back to the customers impacted by the service outages that trigger the associated service level agreements. Catastrophic Outage 1 CAT 1 The total loss of either the service or circuits, 25 or greater at the same address location, or any single OCX. Catastrophic Outage 2 CAT 2 A total failure of a service type in a central office. Or, a backbone failure or failure of any part of the Equipment associated with the backbone. Catastrophic Outage 3 CAT 3 The total loss of more than one service type in central office, or the loss of any service type on a system wide basis. CAT Outage Catastrophic outage as further defined above for CAT 1, CAT 2, and CAT 3 outages. Enhanced Services Shall be defined to include the following services Computer Telephone Integration, Premise Based ACD, Interactive Voice Response/Call Router (IVR), Specialized Call Routing Enhanced Service Outage The total loss of an Enhanced Service at a single End-User location. Excessive Outage An Excessive outage shall be defined as a trouble ticket opened with the Contractor on a circuit or service, for more than twelve hours. SLA Definition Major Fault Defined as trouble tickets opened with the Contractor’s helpdesk: On five (5) or more physical circuit (DS-1 or higher speed) at the same address location. Or The loss of 2 or more service types to a single End-User at the same address location. SLA Definition Mean Time to Repair The circuit is unusable during the time the trouble ticket is recorded as open in the Contractors trouble ticket system minus stop clock conditions. The mean shall be derived as the sum of the total trouble ticket duration hours per calendar month, per service type, divided by the number of tickets per calendar month, per service type. Minor Fault A Minor Fault shall be defined as a trouble ticket opened with the Contractor’s helpdesk on the loss of any circuit or service to a single End-User at a site. Response Duration The interval for Contractor response to initial request from Customer when initiating a project request. Provisioning New service, adds, moves and changes. Scheduled Uptime The total time less time required for scheduled maintenance or scheduled upgrades Throughput Total number of packets/cells/frames output at the egress port divided by total number of packets/cells/frames input at the ingress port within the subscribed rate. Time to Repair The circuit is unusable during the time the trouble ticket is recorded as open in the Contractor’s trouble ticket system minus stop clock conditions. This SLA is applied per occurrence. Total Monthly Recurring Charges (TMRC) The monthly recurring charges for the transport and service (e.g/, access circuit, mileage, interoffice channels, ports, PVCs etc). All charges that comprise the total monthly reoccurring cost per circuit and/or service. Transmission Delay Average round trip transfer delay measured from MPOE to MPOE.