Common use of Service Level Agreement Credit Time Limitation Clause in Contracts

Service Level Agreement Credit Time Limitation. If Company has failed to meet the same SLA for three (3) consecutive months, Customer may elect to: • Continue the Managed LAN with a limit of six (6) months of credits for any individual SLA within a 12-month period. • Discontinue Managed LAN without liability except for charges incurred prior to discontinuation of the Managed LAN. Customer must submit a written disconnect notice to their Company Account Team within 30 days following the end of either the third or subsequent consecutive month of Company's failure to meet the SLA. If 3rd Party Maintenance provider causes the payout of SLA credits for three (3) consecutive months, Company has the following options: • require a change of 3rd Party Maintenance provider, as applicable; or • terminate its performance obligations under this Managed LAN SLA for the related SLA. Appendix A: General Exclusions The following exclusions apply to all Service Level Agreements contained in this document: • No credit will be due to the extent the SLA is not met due to any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, including without limitation, disconnection of power to the CPE will not be eligible for SLA credits, other than acts or omissions of Company approved 3rd Party Network or 3rd Party Maintenance providers. • No credit will be due to the extent the SLA is not met because of a Force Majeure event, as defined in the Agreement. • No credit will be due to the extent the SLA is not met because of scheduled maintenance by Customer or entities under Customer’s direction or control. • No credit will be due to the extent the SLA is not met because of scheduled maintenance by Company within Company’s maintenance windows. • With the exception of the Installation SLA, no credit will be due to the extent the SLA is not met because Managed LAN is not up and billable. • No credit will be due for CPE with less than 24 x 7 x 4 coverage with Company or a Company approved 3rd party maintenance provider. • No credit will be due to the extent the SLA is not met because of the amount of time delays due to Customer Time. • No credit will be due for Trouble Tickets associated with any act or omission of any third party . • SLA commitments may be adjusted to reflect the service levels provided by the maintenance provider. • No credit will be due to the extend that the SLA is not met due to performance impacting issues related to or resulting from (but not limited to) rogue network devices, viruses, worms, miss-configured unmanaged network devices attached to the LAN being managed or other impacting events/devices beyond the scope and control of Company; and • Devices, except under Monitor and Notify level of service, that do not have out-of-band access.

Service Level Agreement Credit Time Limitation. If Company Verizon has failed to meet the same SLA for three (3) consecutive months, Customer may elect to: • Continue the Managed LAN  continue Verizon Calling with Microsoft Teams with a limit of six (6) months of credits for any individual SLA within a 12-month period. • Discontinue Managed LAN  discontinue Verizon Calling with Microsoft Teams, at one, multiple, or all Customer Microsoft Teams services without liability except for charges incurred prior to discontinuation of the Managed LANVerizon Calling with Microsoft Teams. Customer must submit a written disconnect notice to their Company Verizon Account Team within 30 days following the end of either the third or subsequent consecutive month of CompanyVerizon's failure to meet the SLA. If 3rd Party Maintenance Network provider causes in whole or in part the payout of SLA credits for three (3) consecutive months, Company Verizon has the following options: •  require a change of 3rd Party Maintenance Network provider, as applicable; or • .  terminate its performance obligations under this Managed LAN Verizon Calling with Microsoft Teams SLA for the related SLArelevant SLA for Customer Microsoft Teams services with 3rd Party Network provider. Appendix A: A General Exclusions The following exclusions apply to all Management Service Level Agreements contained in this document: • No credit will be due to the extent the SLA is not met due to because of any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, including without limitation, disconnection of power to the CPE will not be eligible for SLA credits, other than acts or omissions of Company Verizon approved 3rd Party Network or 3rd Party Maintenance providersNetwork. • No credit will be due to the extent the SLA is not met because of a Force Majeure event, as defined in the Agreement. • No credit will be due to the extent the SLA is not met because of scheduled maintenance by Customer or entities under Customer’s direction or control. • No credit will be due to the extent the SLA is not met because of scheduled maintenance by Company Verizon within CompanyVerizon’s maintenance windows. • With the exception of the Installation SLA, no credit will be due to the extent the SLA is not met because Managed LAN is not up and billable. • No credit will be due for CPE with less than 24 x 7 x 4 coverage with Company or a Company approved 3rd party maintenance provider. • No credit will be due to the extent the SLA is not met because of the amount of time delays due to Customer Time. • No credit will be due for which there is no Trouble Tickets associated with any act or omission of any third party Ticket opened. • SLA commitments may be adjusted to reflect the service levels provided by the maintenance provider. • No credit will be due for instances which have been installed for less than one calendar month. Appendix B: Terms and Definitions Circuit - A “circuit” is a connection and Local Access. Connection - A “connection” is a port on the SBCaaS connected to the extend that the SLA is not met due to performance impacting issues related public internet, Verizon network or a 3rd Party Network. Customer Time - Time delays attributable to or resulting from (but not limited to) rogue network devices, viruses, worms, miss-configured unmanaged network devices attached to caused by one or more of the LAN being managed or other impacting events/devices beyond the scope and control of Company; and • Devices, except under Monitor and Notify level of service, that do not have out-of-band access.following:

Service Level Agreement Credit Time Limitation. If Company Xxxxxxx has failed to meet the same SLA for three (3) consecutive months, Customer may elect to: • Continue continue the Managed LAN WLAN with a limit of six (6) months of credits for any individual SLA within a 12-month period. • Discontinue discontinue Managed LAN WLAN without liability except for charges incurred prior to discontinuation of the Managed LANWLAN. Customer must submit a written disconnect notice to their Company Verizon Account Team within 30 days following the end of either the third or subsequent consecutive month of CompanyVerizon's failure to meet the SLA. If 3rd Party Maintenance provider causes the payout of SLA credits for three (3) consecutive months, Company Verizon has the following options: • require a change of 3rd Party Maintenance provider, as applicable; or • terminate its performance obligations under this Managed LAN WLAN SLA for the related SLA. Appendix A: General Exclusions The following exclusions apply to all Service Level Agreements contained in this document: • No credit will be due to the extent the SLA is not met Missed SLAs due to any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, including without limitation, disconnection of power to the CPE will not be eligible for SLA credits, other than acts or omissions of Company approved 3rd Party Network or 3rd Party Maintenance providers. • No credit will be Missed SLAs due to the extent the SLA is not met because of a Force Majeure eventMajeure, as defined in the AgreementAgreement will not be eligible for SLA credits. • No credit SLA time will be due to the extent the SLA is not met because of polled scheduled maintenance by Customer or entities under Customer’s direction or control. ; • No credit SLA time will be due to the extent the SLA is not met because of polled scheduled maintenance by Company Verizon within CompanyVerizon’s maintenance windows; • Missed SLAs due to lapses of Managed WLAN before the Managed WLAN is up and billable will not be eligible for SLA credits. • With the exception of the Installation SLA, no credit will be due to the extent the SLA is not met because Managed LAN is not up and billable. • No credit will be due for CPE with less than 24 8 x 7 5 x 4 next business day coverage with Company Verizon or a Company an Verizon approved 3rd party maintenance providerprovider will not be eligible for SLA credits. • No credit SLA time will be due to the extent the SLA is not met because of polled for the amount of time delays due to Customer Time. • No credit will be due for Trouble Tickets associated with any act or omission of any third party will not be eligible for SLA credits. • SLA commitments may be adjusted to reflect the service levels provided by the maintenance provider. ; and • No credit will be due to the extend that the SLA is not met Missed SLAs due to performance impacting issues related to or resulting from (but not limited to) rogue network devices, viruses, worms, miss-configured unmanaged network devices attached to the LAN WLAN being managed or other impacting events/devices beyond the scope and control of CompanyVerizon will not be eligible for SLA credits. • WLAN sites without at least one Verizon Managed WAN circuit. Appendix B: Terms and Definitions Terms and Definitions Definition 3rd Party Maintenance Maintenance services from third parties approved by Verizon from time to time. The current approved 3rd Party Maintenance provider is Aruba Networks. Customer Premise Equipment (“CPE”) Managed WLAN equipment located at the Site. Customer Time Time attributable to or caused by one or more of the following: • Incorrect or incomplete information provided by Customer; • Verizon or the Verizon approved maintenance provider being denied access to CPE or network components at the Customer location when access is required; • Failure or refusal to release the Device for testing; or • Customer unavailability where needed to close a Trouble Ticket. Device Any WLAN CPE managed by Verizon. Verizon Service Center Service centers where Customers call in to report Managed WLAN issues. MRC Monthly Recurring Charge. • Total loss of service • Managed WLAN degradation such that Customer is unable to use Managed WLAN and • Devices, except under Monitor and Notify level Customer is prepared to release the circuit to Verizon for immediate testing. Service Level Agreement (“SLA”) A series of service, that do not have out-of-band access.performance commitments made by Verizon to the Customer. Site A site is Customer’s Managed WLAN location which includes a Device

Service Level Agreement Credit Time Limitation. If Company Vxxxxxx has failed to meet the same SLA for three (3) consecutive months[**], Customer may elect to: • Continue continue the Managed LAN IP PBX Service with a limit of six (6) months [**] of credits for any individual SLA within a 12-month period. • Discontinue discontinue Managed LAN IP PBX Service without liability except for charges incurred prior to discontinuation of the Managed LANIP PBX Service. Customer must submit a written disconnect notice to their Company Verizon Account Team within 30 days [**] following the end of either the third or subsequent consecutive month of Company's Vxxxxxx’s failure to meet the SLA. If 3rd Party Maintenance provider causes the payout of SLA credits for three (3) consecutive months[**], Company Verizon has the following options: • require a change of 3rd Party Maintenance provider, as applicable; or • terminate its performance obligations under this Managed LAN IP PBX SLA for the related SLA. Appendix A: General Exclusions The following exclusions apply to all Service Level Agreements contained in this document: • No credit SLA will be due to the extent the SLA is not met deemed missed due to any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, including without limitation, disconnection of power to the CPE will not be eligible for SLA credits, other than acts or omissions of Company approved 3rd Party Network or 3rd Party Maintenance providersCPE. • No credit SLA will be deemed missed due to the extent the SLA is not met because of a Force Majeure eventMajeure, as defined in the Agreement. • No credit SLA time will be due to the extent the SLA is not met because of suspended for scheduled maintenance by Customer or entities under Customer’s direction or control. ; • No credit SLA time will be due to the extent the SLA is not met because of suspended for scheduled maintenance by Company Verizon within CompanyVerizon’s maintenance windows; • No SLA will be deemed missed due to lapses of IP PBX Service before the IP BPX Service is up and billable will not be eligible for SLA credits. • With the exception of the Installation SLA, no credit will be due to the extent the SLA is not met because Managed LAN is not up and billable. • No credit will be due for CPE with less than 24 x 7 x 4 coverage with Company Verizon or a Company Verizon approved 3rd party maintenance providerprovider will not be eligible for SLA credits. • No credit SLA time will be due to the extent the SLA is not met because of suspended for the amount of time delays due to Customer Time. • No credit SLA will be deemed missed due for Trouble Tickets associated with any act or omission of any third party party. • SLA commitments may be adjusted to reflect the service levels provided by the maintenance provider. • No credit SLA will be he deemed missed due to the extend that Customer not fully complying with Verizon recommendations for network and server configuration. • No SLA will be deemed missed due to changes to the recommended network or server configuration, trunking or dial plans without Verizon’s prior agreement. • No SLA is not met will be deemed missed due to performance impacting issues related to or resulting from (but not limited to) rogue network devices, viruses, worms, miss-configured unmanaged network devices attached to the LAN being managed or other impacting events/devices beyond the scope and control of CompanyVerizon. • No SLAs will be available for IP PBX Platforms with less than [**] users. Appendix B: Terms and Definitions Terms and Definitions Definition 3rd Party Maintenance Maintenance services from third parties approved by Verizon from time to time. The current approved 3 rd Party Maintenance providers are [**]. Billing Month The period of time used for the monthly invoice. This is usually a minimum of 30 days but starts after the first of any month. codec Program used to convert voice signals from analog data to digital data for transmission by the IP PBX Service and then convert the data back to analog data to be received. Complete Network Management Customer’s WAN, LAN and IP PBX Networks are all under Verizon Full Management (as defined by Customer’s WAN or LAN agreement, if any). CS-ACELP Conjugate Structure — Algebraic Code Excited Linear Prediction Customer Premise Equipment (“CPE”) Managed Service equipment located at the Site. Customer Service Center Service centers where Customers call in to report Managed Service issues. Customer Time Time attributable to or caused by one or more of the following: • Incorrect or incomplete information provided by Customer; • Verizon or the Verizon approved maintenance provider being denied access to CPE or network components at the Customer location when access is required; • Failure or refusal to release the Device for testing; or • Customer unavailability where needed to close a Trouble Ticket. Terms and • Devices, except under Monitor Definitions Definition Device Any LAN networking Customer premises equipment managed by Verizon. IP PBX Cluster An IP PBX Cluster consists one IP PBX publisher server and Notify level of service, that do not have out-of-band accessone IP PBX subscriber server with the associated publisher and subscriber applications and an uninterruptible power supply for each server.

Service Level Agreement Credit Time Limitation. If Company Xxxxxxx has failed to meet the same SLA for three (3) consecutive months, Customer may elect to: • Continue continue the Managed LAN IP PBX Service with a limit of six (6) months of credits for any individual SLA within a 12-month period. • Discontinue discontinue Managed LAN IP PBX Service without liability except for charges incurred prior to discontinuation of the Managed LANIP PBX Service. Customer must submit a written disconnect notice to their Company Verizon Account Team within 30 days following the end of either the third or subsequent consecutive month of CompanyVerizon's failure to meet the SLA. If 3rd Party Maintenance provider causes the payout of SLA credits for three (3) consecutive months, Company Verizon has the following options: • require a change of 3rd Party Maintenance provider, as applicable; or • terminate its performance obligations under this Managed LAN IP PBX SLA for the related SLA. Appendix A: General Exclusions The following exclusions apply to all Service Level Agreements contained in this document: • No credit SLA will be due to the extent the SLA is not met deemed missed due to any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, including without limitation, disconnection of power to the CPE will not be eligible for SLA credits, other than acts or omissions of Company approved 3rd Party Network or 3rd Party Maintenance providersCPE. • No credit SLA will be deemed missed due to the extent the SLA is not met because of a Force Majeure eventMajeure, as defined in the Agreement. • No credit SLA time will be due to the extent the SLA is not met because of suspended for scheduled maintenance by Customer or entities under Customer’s direction or control. ; • No credit SLA time will be due to the extent the SLA is not met because of suspended for scheduled maintenance by Company Verizon within CompanyVerizon’s maintenance windows; • No SLA will be deemed missed due to lapses of IP PBX Service before the IP BPX Service is up and billable will not be eligible for SLA credits. • With the exception of the Installation SLA, no credit will be due to the extent the SLA is not met because Managed LAN is not up and billable. • No credit will be due for CPE with less than 24 x 7 x 4 coverage with Company Verizon or a Company Verizon approved 3rd party maintenance providerprovider will not be eligible for SLA credits. • No credit SLA time will be due to the extent the SLA is not met because of suspended for the amount of time delays due to Customer Time. • No credit SLA will be deemed missed due for Trouble Tickets associated with any act or omission of any third party party. • SLA commitments may be adjusted to reflect the service levels provided by the maintenance provider. • No credit SLA will be deemed missed due to the extend that Customer not fully complying with Verizon recommendations for network and server configuration. • No SLA will be deemed missed due to changes to the recommended network or server configuration, trunking or dial plans without Verizon’s prior agreement. • No SLA is not met will be deemed missed due to performance impacting issues related to or resulting from (but not limited to) rogue network devices, viruses, worms, miss-configured unmanaged network devices attached to the LAN being managed or other impacting events/devices beyond the scope and control of CompanyVerizon. • No SLAs will be available for IP PBX Platforms with less than 200 users. Appendix B: Terms and Definitions Terms and Definitions Definition 3rd Party Maintenance Maintenance services from third parties approved by Verizon from time to time. The current approved 3rd Party Maintenance providers are Cisco and NEC. Billing Month The period of time used for the monthly invoice. This is usually a minimum of 30 days but starts after the first of any month. codec Program used to convert voice signals from analog data to digital data for transmission by the IP PBX Service and then convert the data back to analog data to be received. Complete Network Management Customer’s WAN, LAN and IP PBX Networks are all under Verizon Full Management (as defined by Customer’s WAN or LAN agreement, if any). CS-ACELP Conjugate Structure - Algebraic Code Excited Linear Prediction Customer Premise Equipment (“CPE”) Managed IP PBX equipment located at the Site. Customer Service Center Service centers where Customers call in to report Managed IP PBX issues. Terms and Definitions Definition Customer Time Time attributable to or caused by one or more of the following: • Incorrect or incomplete information provided by Customer; • Verizon or the Verizon approved maintenance provider being denied access to CPE or network components at the Customer location when access is required; • Failure or refusal to release the Device for testing; or • Customer unavailability where needed to close a Trouble Ticket. Device Any LAN networking Customer premises equipment managed by Verizon. IP PBX Cluster An IP PBX Cluster consists one IP PBX publisher server and • Devices, except under Monitor one IP PBX subscriber server with the associated publisher and Notify level of service, that do not have out-of-band accesssubscriber applications and an uninterruptible power supply for each server.

Service Level Agreement Credit Time Limitation. If Company Verizon has failed to meet the same SLA Service Level for three (3) consecutive months, Customer may elect to: • Continue  continue the Managed LAN Service with a limit of six (6) months of credits for any individual SLA Service Level within a 12-month period. • Discontinue Managed LAN  discontinue the Service without liability except for charges Charges incurred prior to discontinuation of the Managed LANService. Customer must submit a written disconnect termination notice to their Company Verizon Account Team within 30 days following the end of either the third or subsequent consecutive month of CompanyVerizon's failure to meet the SLAService Level. If 3rd Party Network or Approved Maintenance provider Provider causes in whole or in part the payout of SLA any Service Level credits for three (3) consecutive months, Company Verizon has the following options: •  require a change of 3rd Party Network or Approved Maintenance providerProvider, as applicable; or •  terminate its performance obligations under this Managed LAN SLA WOS Service Level for the related SLArelevant Service Level for Managed Sites with 3rd Party Network or Approved Maintenance Provider. Appendix A: General Exclusions The following exclusions apply to all Service Level Agreements Levels and Service Objectives contained in this documentSLA: •  This SLA does not apply to sites without Managed WAN at the same or lesser level of management (i.e. Monitor and Notify, Physical, or Full) than Managed WOS.  No credit will be due to the extent the SLA Service Level is not met due to because of any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, including without limitation, disconnection of power to the CPE will not be eligible for SLA credits, other than acts or omissions of Company Verizon approved 3rd Party Network or 3rd Party Approved Maintenance providersProviders. •  No credit will be due to the extent the SLA Service Level is not met because of a Force Majeure event, as defined in the Agreement. •  No credit will be due to the extent the SLA Service Level is not met because of scheduled maintenance by Customer or entities under Customer’s direction or control. •  No credit will be due to the extent the SLA Service Level is not met because of scheduled maintenance by Company Verizon within CompanyVerizon’s maintenance windows. • With the exception of  Except for the Installation SLAService Level, no credit will be due to the extent the SLA Service Level is not met because Managed LAN is not up and billableprior to the Service Activation Date. • No credit will be due for CPE with less than 24 x 7 x 4 coverage with Company or a Company approved 3rd party maintenance provider. •  No credit will be due to the extent the SLA Service Level is not met because of the amount of time delays due to Customer Time. • No credit will be due for Trouble Tickets associated with any act or omission of any third party . • SLA commitments may be adjusted to reflect the service levels provided by the maintenance provider. •  No credit will be due to the extend that extent the SLA Service Level is not met because of a Soft Outage.  No credit will be due to the extent the Service Level is not met because proper power is not available to the WAN Accelerator.  No credit will be due if there are no sites on Customer’s network connected to Verizon’s Private IP network. This connection may be located in any US or Tier A country, and must have a minimum committed access rate of 16K bps.  No credit will be due to the extent a Service Level is not met due to performance impacting issues related the failure of any other Verizon service being provided to Customer in association with the Managed WOS Service. Appendix B: Terms and Definitions Terms Definition 3rd Party Network Customer provided access or transport from third parties approved by Verizon from time to time. The current approved 3rd Party Network providers are AT&T, Sprint, BellSouth, Qwest, Equant, British Telecom, Deutsche Telekom, and NTT. Account Team Means the Verizon staff associated with selling the Service to Customer. The Account Team will normally consist of an Account Manager and Technical or Network Consultant. A Customer Service Representative or other may also be assigned at Verizon’s discretion or based on service sold to Customer. Approved Maintenance Provider Means a provider of maintenance services as approved by Verizon from time to time that is contracted for by the Customer. The current Approved Maintenance Providers are Verizon Data Maintenance, Cisco, Datacraft, Dimension Data, Juniper Networks and Wafer Systems. Circuit Means a Connection and Local Access Connection Means a port on Customer’s WAN connected to Verizon or a 3rd Party Network Customer Premises Equipment (CPE) Service equipment located at the Managed Site Customer Time Time delays attributable to or resulting from (but caused by one or more of the following:  Incorrect or incomplete information provided by Customer;  Verizon or the Verizon Approved Maintenance Provider being denied access to CPE or network components at the Customer location when access is required;  Failure or refusal by Customer to release the Circuit for testing; or  Customer unavailability where needed to close a Trouble Ticket. Hard Outage Managed WOS degradation such that Customer is unable to use Managed WOS and Customer is prepared to release the Managed WAN Accelerator to Verizon for immediate testing Local Access The portion of service between Customer’s premises and a Verizon designated point-of- presence. Managed Site A Customer’s Managed WOS location that includes Router, a Connection and WAN Accelerator. Router Means Managed WAN devices. This SLA does not limited to) rogue network devices, viruses, worms, misscover devices supported by Managed WAN. Service Objective Those service level parameters that are indicative only outcomes that Verizon is aiming to meet when providing the Managed WOS. No rebate or credits nor any commitment or guarantee apply to any failure to meet a Service Objective and in no event will a failure to meet a Service Objective give rise to any remedy including a credit. Soft Outage Managed WOS Service degradation such that Customer is still able to use the Managed WOS Service or Customer is NOT prepared to release the Circuit and Managed WAN Accelerator to Verizon for immediate testing. Trouble Ticket The result on the systems of Verizon of reporting by a Customer to Verizon of either perceived Managed WOS outage or Managed WOS degradation. Verizon Maintenance WAN Accelerator maintenance provided by Verizon Data Maintenance-configured unmanaged network devices attached to the LAN being managed Network or other impacting events/devices beyond the scope and control of Company; and • Devices, except under Monitor and Notify level of service, that do not have outVerizon-of-band accesscontracted 3rd party maintenance providers.

Service Level Agreement Credit Time Limitation. If Company Xxxxxxx has failed to meet the same SLA for three (3) consecutive months, Customer may elect to: • Continue continue the Managed LAN WLAN with a limit of six (6) months of credits for any individual SLA within a 12-month period. • Discontinue discontinue Managed LAN WLAN without liability except for charges incurred prior to discontinuation of the Managed LANWLAN. Customer must submit a written disconnect notice to their Company Verizon Account Team within 30 days following the end of either the third or subsequent consecutive month of CompanyVerizon's failure to meet the SLA. If 3rd Party Maintenance provider causes the payout of SLA credits for three (3) consecutive months, Company Verizon has the following options: • require a change of 3rd Party Maintenance provider, as applicable; or • terminate its performance obligations under this Managed LAN WLAN SLA for the related SLA. Appendix A: General Exclusions The following exclusions apply to all Service Level Agreements contained in this document: • No credit will be due to the extent the SLA is not met Missed SLAs due to any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control, including without limitation, disconnection of power to the CPE will not be eligible for SLA credits, other than acts or omissions of Company approved 3rd Party Network or 3rd Party Maintenance providers. • No credit will be Missed SLAs due to the extent the SLA is not met because of a Force Majeure eventMajeure, as defined in the AgreementAgreement will not be eligible for SLA credits. • No credit SLA time will be due to the extent the SLA is not met because of polled scheduled maintenance by Customer or entities under Customer’s direction or control. ; • No credit SLA time will be due to the extent the SLA is not met because of polled scheduled maintenance by Company Verizon within CompanyVerizon’s maintenance windows; • Missed SLAs due to lapses of Managed WLAN before the Managed WLAN is up and billable will not be eligible for SLA credits. • With the exception of the Installation SLA, no credit will be due to the extent the SLA is not met because Managed LAN is not up and billable. • No credit will be due for CPE with less than 24 8 x 7 5 x 4 next business day coverage with Company Verizon or a Company an Verizon approved 3rd party maintenance providerprovider will not be eligible for SLA credits. • No credit SLA time will be due to the extent the SLA is not met because of polled for the amount of time delays due to Customer Time. • No credit will be due for Trouble Tickets associated with any act or omission of any third party will not be eligible for SLA credits. • SLA commitments may be adjusted to reflect the service levels provided by the maintenance provider. ; and • No credit will be due to the extend that the SLA is not met Missed SLAs due to performance impacting issues related to or resulting from (but not limited to) rogue network devices, viruses, worms, miss-configured unmanaged network devices attached to the LAN WLAN being managed or other impacting events/devices beyond the scope and control of CompanyVerizon will not be eligible for SLA credits. • WLAN sites without at least one Verizon Managed WAN circuit. Appendix B: Terms and Definitions Terms and Definitions Definition 3rd Party Maintenance Maintenance services from third parties approved by Verizon from time to time. The current approved 3rd Party Maintenance provider is Aruba Networks. Customer Premise Equipment (“CPE”) Managed WLAN equipment located at the Site. Customer Time Time attributable to or caused by one or more of the following: • Incorrect or incomplete information provided by Customer; • Verizon or the Verizon approved maintenance provider being denied access to CPE or network components at the Customer location when access is required; • Failure or refusal to release the Device for testing; or • Customer unavailability where needed to close a Trouble Ticket. Device Any WLAN CPE managed by Verizon. Terms and Definitions Definition Verizon Service Center Service centers where Customers call in to report Managed WLAN issues. MRC Monthly Recurring Charge. • Devices, except under Monitor Total loss of service • Managed WLAN degradation such that Customer is unable to use Managed WLAN and Notify level Customer is prepared to release the circuit to Verizon for immediate testing. Service Level Agreement (“SLA”) A series of service, that do not have out-of-band access.performance commitments made by Verizon to the Customer. Site A site is Customer’s Managed WLAN location which includes a Device