Common use of Retail Clause in Contracts

Retail. Key Service Quality Measurements Notes -------------------------------------------------------------------------------- 10. % Completed within 5 business days - Total -------------------------------------------------------------------------------- POTS: o % Completed within 5 Days (1 to 5 Lines): -------------------------------------------------------------------------------- 11. % Missed Installation Appointment -BA Reasons -------------------------------------------------------------------------------- POTS: o % Missed Installation Appt. (BA) - Dispatch o % Missed Appt. (BA) - No Dispatch -------------------------------------------------------------------------------- Specials: o % Missed Appt. (BA) -------------------------------------------------------------------------------- 12. % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- POTS: o % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- Specials: o % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- 13. % Installation Troubles within 30 Days -------------------------------------------------------------------------------- POTS: o % Installation Trouble within 30 days -------------------------------------------------------------------------------- Specials: o % Installation Trouble within 30 days -------------------------------------------------------------------------------- Maintenance and Repair Process -------------------------------------------------------------------------------- 14. Network Trouble Report Rate -------------------------------------------------------------------------------- POTS: o Network Trouble Report Rate - Total o Network Trouble Report Rate - Dispatch o Network Trouble Report Rate - No Dispatch -------------------------------------------------------------------------------- Specials: o Network Trouble Report Rate (Dispatch + No Dispatch) -------------------------------------------------------------------------------- 15. % Missed Repair Appointments -------------------------------------------------------------------------------- POTS: o % Missed Repair Appt. - Dispatch o % Missed Repair Appt. - No Dispatch -------------------------------------------------------------------------------- 16. Mean Time to Repair -------------------------------------------------------------------------------- POTS: o Mean Time to Repair - Total (Run Clock) o Mean Time to Repair - Dispatch (Run Clock) o Mean Time to Repair - No Dispatch (Run Clock) -------------------------------------------------------------------------------- Specials: o Mean Time to Repair (Stop Clock) --------------------------------------------------------------------------------

Retail. Key Service Quality Measurements Notes -------------------------------------------------------------------------------- 1017. % Completed within 5 business days - Total Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- POTS: o % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- Specials: o % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- 18. % Repeat Reports within 30 days -------------------------------------------------------------------------------- POTS: o % Repeat Reports within 30 Days -------------------------------------------------------------------------------- Specials: o % Repeat Reports within 30 Days -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- Trunks -------------------------------------------------------------------------------- Key Service Quality Measurements Notes -------------------------------------------------------------------------------- Provisioning Process -------------------------------------------------------------------------------- 8. Average Interval - Offered -------------------------------------------------------------------------------- o Average Interval - Offered FGD -------------------------------------------------------------------------------- 9. Average Interval - Completed within 5 Days (1 to 5 Lines): -------------------------------------------------------------------------------- o Average Interval - Completed FGD -------------------------------------------------------------------------------- 10. [Intentionally Omitted] -------------------------------------------------------------------------------- 11. % Missed Installation Appointment -BA Reasons -------------------------------------------------------------------------------- POTS: o % Missed Installation Appt. Appointment (BABA Reasons) - Dispatch o % Missed Appt. (BA) - No Dispatch -------------------------------------------------------------------------------- Specials: o % Missed Appt. (BA) FGD -------------------------------------------------------------------------------- 12. % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- POTS: o % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- Specials: o % Missed Installation Appointment - Facilities FGD -------------------------------------------------------------------------------- 13. % Installation Troubles within 30 Days -------------------------------------------------------------------------------- POTS: o % Installation Trouble within 30 days -------------------------------------------------------------------------------- Specials: o % Installation Trouble within 30 days FGD -------------------------------------------------------------------------------- Maintenance and Repair Process -------------------------------------------------------------------------------- 14. Network Trouble Report Rate -------------------------------------------------------------------------------- POTS: o Network Trouble Report Rate - Total o Network Trouble Report Rate - Dispatch o Network Trouble Report Rate - No Dispatch -------------------------------------------------------------------------------- Specials: o Network Trouble Report Rate (Dispatch + No Dispatch) FGD -------------------------------------------------------------------------------- 15. % Missed Repair Appointments -------------------------------------------------------------------------------- POTS: o % Missed Repair Appt. - Dispatch o % Missed Repair Appt. - No Dispatch [Intentionally Omitted] -------------------------------------------------------------------------------- 16. Mean Time to Repair -------------------------------------------------------------------------------- POTS: o Mean Time to Repair - Total (Run Clock) o Mean Time to Repair - Dispatch (Run Clock) o Mean Time to Repair - No Dispatch (Run Clock) -------------------------------------------------------------------------------- Specials: o Mean Time to Repair (Stop Clock) FGD -------------------------------------------------------------------------------- 17. % Out of Service [greater than] 24 Hours -------------------------------------------------------------------------------- o % Out of Service [greater than] 24 Hours FGD -------------------------------------------------------------------------------- 18. % Repeat Reports within 30 days -------------------------------------------------------------------------------- o % Repeat Reports within 30 Days FGD -------------------------------------------------------------------------------- 19. % Common Final Trunk Blockage --------------------------------------------------------------------------------

Retail. Key Service Quality Measurements Notes -------------------------------------------------------------------------------- KEY SERVICE QUALITY MEASUREMENTS NOTES ------------------------------------------------------------------------------------------- 10. % Completed within COMPLETED W/IN 5 business days BUSINESS DAYS - Total -------------------------------------------------------------------------------- TOTAL ------------------------------------------------------------------------------------------- POTS: o - % Completed within w/in 5 Days (1 to < 5 Lines): -------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- 11. % Missed Installation Appointment MISSED INSTALLATION APPOINTMENT -BA Reasons -------------------------------------------------------------------------------- REASONS ------------------------------------------------------------------------------------------- POTS: o - % Missed Installation Appt. (BA) - Dispatch o - % Missed Appt. (BA) - No Dispatch -------------------------------------------------------------------------------- Specials------------------------------------------------------------------------------------------- SPECIALS: o - % Missed Appt. (BA) -------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- 12. % MISSED INSTALLATION APPOINTMENT - FACILITIES ------------------------------------------------------------------------------------------- POTS: - % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- POTS------------------------------------------------------------------------------------------- SPECIALS: o - % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- Specials: o % Missed Installation Appointment - Facilities -------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- 13. % Installation Troubles within INSTALLATION TROUBLES W/IN 30 Days -------------------------------------------------------------------------------- DAYS ------------------------------------------------------------------------------------------- POTS: o - % Installation Trouble within 30 days -------------------------------------------------------------------------------- Specials------------------------------------------------------------------------------------------- SPECIALS: o - % Installation Trouble within 30 days -------------------------------------------------------------------------------- Maintenance and Repair Process -------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- MAINTENANCE AND REPAIR PROCESS ------------------------------------------------------------------------------------------- 14. Network Trouble Report Rate -------------------------------------------------------------------------------- NETWORK TROUBLE REPORT RATE ------------------------------------------------------------------------------------------- POTS: o - Network Trouble Report Rate - Total o - Network Trouble Report Rate - Dispatch o Loop - Network Trouble Report Rate - No Dispatch -------------------------------------------------------------------------------- SpecialsCentral Office ------------------------------------------------------------------------------------------- SPECIALS: o - Network Trouble Report Rate (Dispatch Loop + No DispatchCO) -------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------- 15. % Missed Repair Appointments -------------------------------------------------------------------------------- MISSED REPAIR APPOINTMENTS ------------------------------------------------------------------------------------------- POTS: o - % Missed Repair Appt. - Dispatch o Loop - % Missed Repair Appt. - No Dispatch -------------------------------------------------------------------------------- Central Office ------------------------------------------------------------------------------------------- 16. Mean Time to Repair -------------------------------------------------------------------------------- MEAN TIME TO REPAIR ------------------------------------------------------------------------------------------- POTS: o - Mean Time to Repair - Total (Run Clock) o - Mean Time to Repair - Dispatch Loop (Run Clock) o - Mean Time to Repair - No Dispatch Central Office (Run Clock) -------------------------------------------------------------------------------- Specials------------------------------------------------------------------------------------------- SPECIALS: o - Mean Time to Repair (Stop Clock) ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------