Common use of Problem Handling Clause in Contracts

Problem Handling. Procedures All problems reported to the TAC will be assigned a Severity Classification. The Severity Level will be agreed upon between Corvis and Customer according to the table below. ------------------------------------------------------------------------------------------------------------------------------------ Severity Description Escalation Procedure/Response Time 1 Critical - Customer is experiencing a network outage Corvis VP's of Engineering and Customer Service will be that prevents its customers from accessing service immediately notified. Corvis personnel will update Customer at and for which there is no workaround or recovery least hourly and will work on the problem until resolution. action possible. ------------------------------------------------------------------------------------------------------------------------------------ 2 Major - Customer is experiencing a problem that Corvis Level 3 personnel will resolve the problem within four affects service but for which there is a work-around hours or escalate to Development Engineering. Corvis personnel or recovery action. Business can continue although will update Customer at least every two hours. performance may be degraded. ------------------------------------------------------------------------------------------------------------------------------------ 3 Minor - Customer is experiencing problems and Severity 3 problems will be resolved by Corvis in a reasonable requires technical advice or a recommendation for period of time or will be escalated to Development Engineering. the best solution. Severity 3 problems have a reliable workaround and have, at most, a slight impact on the operational environment. ------------------------------------------------------------------------------------------------------------------------------------ 4 Questions (Non Emergency) Questions received by the TAC will be logged and answered in a timely manner. ------------------------------------------------------------------------------------------------------------------------------------ Corvis will meet its priority response goal as provided herein at a ninety (90%) percent effectiveness level for any calendar month. Should Corvis fail to meet its response goal at least seventy (90%) percent in any calendar month, Customer maintenance Service credits of 1/12 of the Standard Maintenance Fee will be credited back and may be applied towards renewals/future service contracts. The effectiveness level shall be calculated for any given month in accordance with the following formula with Total Missed Calls being the number of Severity 1 and Severity 2 Support calls for which priority support was not delivered within ten (10) minutes (Missed Calls) of the initial call. Effectiveness Calculation equals: Total Calls per Month - Total Missed Calls ------------------------------------------ Total Calls per Month

Problem Handling. Procedures All problems reported to the TAC will be assigned a Severity Classification. The Severity Level will be agreed upon between Corvis and Customer according to the table below. ------------------------------------------------------------------------------------------------------------------------------------ ---------------------------------------------------------------------------------------------------------------------------------- Severity Description Escalation Procedure/Response Time ---------------------------------------------------------------------------------------------------------------------------------- 1 Critical - Customer is experiencing a network outage Corvis VP's of Engineering [*] and Customer Service will be immediately notified. that prevents its customers from accessing service immediately notified. and Corvis personnel will update Customer at least hourly and will for which there is no workaround or recovery least hourly and will action work on the problem until resolution. action possible. ------------------------------------------------------------------------------------------------------------------------------------ ---------------------------------------------------------------------------------------------------------------------------------- 2 Major - Customer is experiencing a problem that Corvis Level 3 personnel will resolve the problem within four affects service but for which there is a work-around hours or escalate to Development Engineering. Corvis personnel or recovery action. Business can continue although will update Customer at least every two hours. performance may be degraded. ------------------------------------------------------------------------------------------------------------------------------------ ---------------------------------------------------------------------------------------------------------------------------------- 3 Minor - Customer is experiencing problems and requires Severity 3 problems will be resolved by Corvis in a reasonable requires technical advice or a recommendation for the best period of time or will be escalated to Development Engineering. the best solution. Severity 3 problems have a reliable workaround and have, at most, a slight impact on the operational environment. ------------------------------------------------------------------------------------------------------------------------------------ ---------------------------------------------------------------------------------------------------------------------------------- 4 Questions (Non Emergency) Questions received by the TAC will be logged and answered in a timely manner. ------------------------------------------------------------------------------------------------------------------------------------ ---------------------------------------------------------------------------------------------------------------------------------- Corvis will meet its priority response goal as provided herein at a ninety (90%) percent [*] effectiveness level for any calendar month. Should Corvis fail to meet its response goal at least seventy (90%) percent [*] in any calendar month, Customer maintenance Service credits of 1/12 of the Standard Maintenance Fee [*] will be credited back and may be applied towards renewals/future service contracts. The effectiveness level shall be calculated for any given month in accordance with the following formula with Total Missed Calls being the number of Severity 1 and Severity 2 Support calls for which priority support was not delivered within ten (10) minutes [*] (Missed Calls) of the initial call. Effectiveness Calculation equals: Total Calls per Month - Total Missed Calls ------------------------------------------ Total Calls per Month