Common use of Fault Reporting Clause in Contracts

Fault Reporting. Customers must report any faults in accordance with Section 2 – Reporting a fault in the Wideband Provisioning completion document. Upon successful submission of a fault ticket the Company will assign a specific priority which is done so at the Company’s discretion and can be subject to change based on new information received. Severity Level Fault Description Priority 1 (Total Outage) For incidents where the issue has existed for five minutes or more before incident logging and is limited to the following: - Total loss of an Ethernet Service (which is defined as no transmission of signals in one or both directions); or Available throughput <10% or predicted Service Bandwidth; or Latency is >100ms; or Packet loss is greater than 5% Priority 2 (Severe Intermittence) Intermittent connectivity of a single site that has high degree of Ethernet impact – where the intermittence can be demonstrated repeatedly within an hour interval Priority 3 (Degradation) Intermittent connectivity of a single site that has low Ethernet impact – where the intermittence cannot be demonstrated repeatedly within an hour interval Bandwidth throughput or other material quality of Ethernet service issues Priority 4 (Query) End user application performance issues across a particular Ethernet service

Fault Reporting. Customers Resellers must report any faults in accordance with Section 2 – Reporting a fault in the Wideband Provisioning completion document. Upon successful submission of a fault ticket the Company will assign a specific priority which is done so at the Company’s discretion and can be subject to change based on new information received. Severity Level Fault Description Priority 1 (Total Outage) For incidents where the issue has existed for five minutes or more before incident logging and is limited to the following: - Total loss of an Ethernet Service (which is defined as no transmission of signals in one or both directions); or Available throughput <10% or predicted Service Bandwidth; or Latency is >100ms; or Packet loss is greater than 5% Priority 2 (Severe Intermittence) Intermittent connectivity of a single site that has high degree of Ethernet impact – where the intermittence can be demonstrated repeatedly within an hour interval Priority 3 (Degradation) Intermittent connectivity of a single site that has low Ethernet impact – where the intermittence cannot be demonstrated repeatedly within an hour interval Bandwidth throughput or other material quality of Ethernet service issues Priority 4 (Query) End user application performance issues across a particular Ethernet service

Fault Reporting. Customers must report any faults in accordance with ‘Section 2 – Reporting a fault fault’ in the Wideband Provisioning Ethernet completion document (Voip Unlimited’s service handover document). Upon successful submission of a fault ticket the Company Voip Unlimited will assign a specific priority which is done so at the Company’s discretion and can be subject to change based on new information received. Severity Level Fault Description Priority 1 (Total Outage) For incidents where the issue has existed for five minutes or more before incident logging and is limited to the following: - Total loss of an Ethernet Service (which is defined as no transmission of signals in one or both directions); or Available throughput <10% or predicted Service Bandwidth; or Latency is >100ms; or } across Voip Unlimited’s Packet loss is greater than 5% } network only Priority 2 (Severe Intermittence) Intermittent connectivity of a single site that has high degree of Ethernet impact – where the intermittence can be demonstrated repeatedly within an hour interval interval. Priority 3 (Degradation) Intermittent connectivity of a single site that has low Ethernet impact – where the intermittence cannot be demonstrated repeatedly within an hour interval interval. Bandwidth throughput or other material quality of Ethernet service issues Priority 4 (Query) End user application performance issues across a particular Ethernet service

Fault Reporting. Customers must report any faults in accordance with ‘Section 2 – Reporting a fault fault’ in the Wideband Provisioning Ethernet completion document (Voip Unlimited’s service handover document). Upon successful submission of a fault ticket the Company will assign a specific priority which is done so at the Company’s discretion and can be subject to change based on new information received. Severity Level Fault Description Priority 1 (Total Outage) For incidents where the issue has existed for five minutes or more before incident logging and is limited to the following: - Total loss of an Ethernet Service (which is defined as no transmission of signals in one or both directions); or Available throughput <10% or predicted Service Bandwidth; or Latency is >100ms; or } across Voip Unlimited’s Packet loss is greater than 5% } network only Priority 2 (Severe Intermittence) Intermittent connectivity of a single site that has high degree of Ethernet impact – where the intermittence can be demonstrated repeatedly within an hour interval Priority 3 (Degradation) Intermittent connectivity of a single site that has low Ethernet impact – where the intermittence cannot be demonstrated repeatedly within an hour interval Bandwidth throughput or other material quality of Ethernet service issues Priority 4 (Query) End user application performance issues across a particular Ethernet service

Fault Reporting. Customers must report any faults in accordance with ‘Section 2 – Reporting a fault fault’ in the Wideband Provisioning Ethernet completion document (Voip Unlimited’s service handover document). Upon successful submission of a fault ticket the Company will assign a specific priority which is done so at the Company’s discretion and can be subject to change based on new information received. Severity Level Fault Description Priority 1 (Total Outage) For incidents where the issue has existed for five minutes or more before incident logging and is limited to the following: - Total loss of an Ethernet Service (which is defined as no transmission of signals in one or both directions); or Available throughput <10% or predicted Service Bandwidth; or Latency is >100ms; or } across Voip Unlimited’s Packet loss is greater than 5% } network only Priority 2 (Severe Intermittence) Intermittent connectivity of a single site that has high degree of Ethernet impact – where the intermittence can be demonstrated repeatedly within an hour interval Severity Level Fault Description Priority 3 (Degradation) Intermittent connectivity of a single site that has low Ethernet impact – where the intermittence cannot be demonstrated repeatedly within an hour interval Bandwidth throughput or other material quality of Ethernet service issues Priority 4 (Query) End user application performance issues across a particular Ethernet service

Fault Reporting. Customers must report any faults in accordance with Section 2 – Reporting a fault in the Wideband Provisioning completion document. Upon successful submission of a fault ticket the Company will assign a specific priority which is done so at the Company’s discretion and can be subject to change based on new information received. Severity Level Fault Description Priority 1 (Total Outage) Priority 2 (Severe Intermittence) Priority 3 (Degradation) Priority 4 (Query) For incidents where the issue has existed for five minutes or more before incident logging and is limited to the following: - • Total loss of an Ethernet Service (which is defined as no transmission of signals in one or both directions); or • Available throughput <10% or predicted Service Bandwidth; or Latency is >100ms; or • Packet loss is greater than 5% Priority 2 (Severe Intermittence) Intermittent connectivity of a single site that has high degree of Ethernet impact – where the intermittence can be demonstrated repeatedly within an hour interval Priority 3 (Degradation) Intermittent connectivity of a single site that has low Ethernet impact – where the intermittence cannot be demonstrated repeatedly within an hour interval Bandwidth throughput or other material quality of Ethernet service issues Priority 4 (Query) End user application performance issues across a particular Ethernet service