The AT&T Business Service Guide is subject to change by AT&T from time to time. See for current version.

Transcription

1 Page 29 f 49 Service Level Agreements SLA-1. General MIS SLA Terms Credit Request Prcess Sectin Effective Date: 01-Jul-2016 AT&T has established perfrmance bjectives fr MIS Service (including, withut limitatin, the MPLS PNT feature). While AT&T cannt guarantee that these perfrmance bjectives always will be met, AT&T will prvide credits t Custmer when they are nt met. Fr MIS Sites lcated utside the US, the SLAs set frth belw nly apply t rders placed after December 16, Unless therwise agreed t by the parties, any SLAs set frth in Custmer s Service Agreement, including prir versins f the Service Guide applicable t such Sites, will cntinue t apply t MIS Sites lcated utside the US that were rdered prir t December 16, SLAs relating t netwrk perfrmance apply nly t traffic traveling within the AT&T Netwrk. In rder t receive a credit fr a MIS SLA fr a Custmer Site lcated utside the United States, Custmer must submit the credit request via the AT&T Business Direct prtal by the end f the mnth fllwing the mnth in which the prvisining was cmpleted r the truble was cleared.

2 Page 30 f 49 In rder t receive a credit fr an MIS SLA fr a Custmer Site lcated within the United States, Custmer must submit the credit request by t the AT&T SLA Administratin Center at dispreslutin@rdsmail.ims.att.cm by the end f the mnth fllwing the mnth in which AT&T cmpleted the prvisining r the truble was cleared. Custmer may nt receive credits fr mre than ne f the Latency SLA, Data Delivery SLA and the Site Availability/Time t Restre SLA if AT&T s failure t meet the SLAs is attributable t the same ccurrence at the affected MIS Prt(s). Custmer may receive: nly ne credit fr any calendar day fr a particular MIS Prt fr the MIS Site Availability/Time t Restre SLA; nly ne credit in any calendar mnth fr each f the Netwrk Latency SLA, the Netwrk Data Delivery SLA, and the Netwrk Jitter SLA; credits fr any Custmer Site in a given mnth ttaling n mre than the ttal Cvered MIS Mnthly Charges fr the Custmer Site fr that mnth. Definitins Cvered MIS Mnthly Charges means: the mnthly charges fr the affected Custmer Prt, and the mnthly charges fr Optinal Features assciated with the affected Custmer Prt. Regins fr purpses f the MIS SLAs means the cuntries listed in the MIS SLA Regin and Cuntry Table. Regin United States (US) Western Eurpe The rest f the EMEA cuntries Asia Pacific Caribbean and Latin America Canada MIS SLA Regin and Cuntry Table Cuntries* US Mainland, AK, HI, PR, USVI Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxemburg, Netherlands, Nrway, Spain, Sweden, Switzerland, United Kingdm Bulgaria, Cyprus, Czech Republic, Estnia, Greece, Hungary, Israel, Latvia, Liechtenstein, Lithuania, Pakistan, Pland, Prtugal, Rmania, Russian Federatin, Slvakia, Slvenia, Suth Africa, Turkey Australia, Hng Kng, India, Japan, Krea Demcratic Peples Republic Of, Malaysia, New Zealand, Philippines, Singapre, Taiwan Argentina, Brazil, Chile, Clmbia, Ecuadr, Mexic, Netherlands Antilles, Peru, Venezuela Canada

3 Page 31 f 49 Regin Ntes MIS SLA Regin and Cuntry Table * MIS may nt currently be available in all cuntries listed. Grup Cuntries* Measurements f perfrmance within r between Regins are taken frm a selectin f AT&T Netwrk Backbne Ndes in the Regin and d nt necessarily cver all cuntries listed in a Regin Grups fr purpses f the MIS SLAs means the cuntries listed in the MIS SLA Grup and Cuntry Table. Grup 1 Grup 2 Grup 3 Grup 4 Grup 5 Ntes MIS SLA Grup and Cuntry Table Cuntries* Austria, Australia, Belgium, Canada, Denmark, Finland, France, Germany, Hng Kng, Ireland, Italy, Japan, Luxemburg, Netherlands, New Zealand, Nrway, Singapre, Spain, Sweden, Switzerland, United Kingdm, United States Cyprus, Czech Republic, Greece, Hungary, Israel, Krea/Demcratic Peples Republic, Mexic, Pland Argentina, Bulgaria, Brazil, Chile, Clumbia, Estnia, Latvia, Lithuania, Netherlands Antilles, Philippines, Prtugal, Rmania, Russian Federatin, Slvenia, Slvakia, Suth Africa, Taiwan, Venezuela India, Liechtenstein, Malaysia, Pakistan, Peru, Turkey Ecuadr * MIS may nt currently be available in all cuntries listed. SLA Exclusins AT&T is nt respnsible fr failure t meet an SLA resulting frm: the cnduct f Custmer r Users f MIS Service the failure r deficient perfrmance f pwer, equipment, services r systems nt prvided by AT&T delay caused r requested by Custmer service interruptins, deficiencies, degradatins r delays due t access lines r CPE when prvided by third parties (except as specifically prvided in a particular SLA) fr sites with MIS Managed, service interruptins, deficiencies, degradatins r delays that cannt be diagnsed due t a missing r unavailable dedicated POTS line t the mdem fr ut-f-band access service interruptins, deficiencies, degradatins r delays during any perid in which AT&T r its agents are nt affrded access t the premises where access lines assciated with MIS Service are terminated r AT&T CPE is lcated

4 Page 32 f 49 service interruptins, deficiencies, degradatins r delays during any perid when a Service Cmpnent is remved frm service fr maintenance, replacement, r rearrangement purpses r fr the implementatin f a Custmer rder Custmer s electin t nt release a Service Cmpnent fr testing and/r repair and t cntinue using the Service Cmpnent Frce Majeure Cnditins service interruptins r delays in investigating and/r fixing a truble affecting a nn-us Service Cmpnent due t the hurs f peratin f the lcal access prvider in the cuntry fr which Custmer is reprting a truble. service interruptins, deficiencies, degradatins r delays during rutine netwrk maintenance. In the US, rutine maintenance is scheduled between 12 am and 6 am - lcal time - Mnday thrugh Friday. Fr PNT nly, rutine maintenance is als scheduled n Saturday and Sunday between 12 am and 6 am lcal time. Outside the US, all rutine maintenance is scheduled Thursday thrugh Sunday. The start and end times will vary by regin. Custmers are prvided ntificatin f the maintenance event 2 weeks in advance. In additin, MIS SLAs d nt apply (a) if Custmer is entitled t ther available credits, cmpensatin r remedies under Custmer s Service Agreement fr the same service interruptin, deficiency, degradatin r delay, (b) fr service interruptins, deficiencies, degradatins r delays nt reprted by Custmer t AT&T, (c) where Custmer reprts an SLA failure, but AT&T des nt find any SLA failure, and (d) t MIS Sites that are nt directly cnnected t the AT&T Netwrk, such as MIS Sites cnnected in a cascaded fashin t a directly cnnected MIS Site. Use f Alternate Service If Custmer elects t use anther means f cmmunicatins during the perid f interruptin, Custmer must pay the charges fr the alternative service used. SLA-2. MIS On-Time Prvisining SLA Sectin Effective Date: 25-Oct-2014 The perfrmance bjective fr the MIS On-Time Prvisining SLA fr MIS Sites lcated within the US is fr AT&T t cmplete installatin f a Cvered Access Arrangement at a Custmer Site by the Due Date. The perfrmance bjective fr the MIS On-Time Prvisining SLA fr MIS Sites lcated utside the US is t cmplete installatin f an MIS Service Cmpnent (as well as AT&T-prvided access lines cnnected t such Service Cmpnent) by the applicable scheduled service activatin date. If AT&T des nt meet this perfrmance bjective fr a Cvered Access Arrangement, Custmer will be entitled t an MIS On-Time Prvisining SLA credit equal t ne mnth s discunted mnthly recurring charge fr the MIS Service Cmpnent(s) that is nt installed n time, after the installatin is cmpleted. The MIS On-Time Prvisining SLA des nt apply fr MIS with Managed installatins if the dedicated POTS line is nt prvided by the Custmer,

5 Page 33 f 49 The MIS On-Time Prvisining SLA des nt apply t Service Cmpnents that are rdered n an expedited basis. AT&T prvides the scheduled service activatin date t Custmer after a Service Cmpnent is rdered. The scheduled service activatin date fr a Service Cmpnent may change if Custmer requests any change t a Service Cmpnent after rdering. Cvered Access Arrangements and Due Dates The MIS On-Time Prvisining SLA applies t MIS Sites lcated in the US Mainland with respect t Cvered Access Arrangements, as defined in the fllwing table, and based n the availability dates prvided by the lcal access prvider, which may change at any time and withut ntice t Custmer, in which case the SLA start date will be autmatically reset t the latest date prvided t AT&T by the lcal access prvider. The On-Time Prvisining SLA des nt apply with respect t any access arrangement rdered fr, and/r assciated with, any type f Custmer cllcatin arrangement n AT&T's premises. Cvered Access Arrangement Access f any speed that is prvisined as part f a T1 Access Channel, including multiple T1 cnfiguratins Access f any speed which is prvisined as part f a T3 Access Channel Access f any speed which is prvisined as part f an OC 3 Access Channel Due Date 30 calendar days after the date when AT&T issued CCD t Custmer 42 calendar days after the date when AT&T issued CCD t Custmer 63 calendar days after the date when AT&T issued CCD t Custmer MIS Express (the fllwing applies t MIS Express nly): The perfrmance bjective fr the MIS Express On-Time Prvisining SLA is defined as the Cmpletin f the Custmer Site Visit t AT&T Ready. The perfrmance bjective fr MIS Express On-Time Prvisining SLA fr MIS Express Sites lcated within the US 21 states (AR, CA, IL, IN, KS, MI, MO, NV, OH, OK, TX, WI, GA, FL, SC, NC, LA, MS, TN, AL, KY) is fr AT&T t cmplete installatin f a Cvered Access Arrangement within 30 calendar days frm the cmpletin f the custmer site visit fr lcatins with AT&T fiber and an Emux in the building The perfrmance bjective fr MIS Express On-Time Prvisining SLA fr MIS Express Sites lcated within the US 21 states (AR, CA, IL, IN, KS, MI, MO, NV, OH, OK, TX, WI, GA, FL, SC, NC, LA, MS, TN, AL, KY) is fr AT&T t cmplete installatin f a Cvered Access Arrangement within 60 calendar days frm the cmpletin f the custmer site visit fr lcatins with AT&T fiber withut an Emux in the building If AT&T des nt meet this perfrmance bjective fr MIS Express, Custmer will be entitled t an MIS Express On-Time Prvisining SLA credit equal t ne mnth s discunted mnthly recurring charge fr the MIS Service Cmpnent(s) nt installed n time, after the installatin is cmpleted. The MIS Express On-Time Prvisining SLA des nt apply fr the fllwing:

6 Page 34 f 49 MIS Express with Managed installatins if the dedicated POTS line is nt prvided by the Custmer Service Cmpnents that are rdered n an expedited basis. AT&T prvides the scheduled service activatin date t Custmer after a Service Cmpnent is rdered. The scheduled service activatin date fr a Service Cmpnent may change if Custmer requests any change t a Service Cmpnent after rdering. Out f Regin Orders (applicable nly in 21 state regin) Lcatins with AT&T fiber beynd 500 ft f the building. Crss References SD-2.1. Custmer Orders SLA-3. MIS n Demand On-Time Prvisining SLA MIS n Demand: Sectin Effective Date: 24-Nv-2015 The perfrmance bjective fr On-Time Prvisining SLA fr MIS n Demand where available is determined frm date f rder submissin, with activatin within 7 calendar days r the Custmer Selected Activatin Date (beynd the 7 day perid, nt t exceed 30 calendar days after the rder submitted date). If AT&T des nt meet the perfrmance bjective fr MIS n Demand, Custmer will be entitled t an MIS n Demand On-Time Prvisining SLA credit equal t ne mnth s discunted mnthly recurring charge fr the MIS Service Cmpnent(s) nt activated n time, after the activatin is cmpleted. The MIS n Demand On-Time Prvisining SLA des nt apply fr the fllwing: Out f Regin Orders (applicable nly in 21 state regin). Lcatins with AT&T fiber beynd 500 feet f the building. If Custmer changes the riginal activatin date in Business Center. SLA-4. MIS Site Availability / Time t Restre SLA Sectin Effective Date: 11-Aug-2012 The perfrmance bjective fr the MIS Site Availability/Time t Restre SLA is fr the MIS Site Availability t be 100%. If AT&T des nt meet this perfrmance bjective in any given calendar mnth, Custmer will be eligible fr an MIS Site Availability/Time t Restre SLA credit fr each Outage equal t the prduct f Custmer s ttal discunted Cvered MIS Mnthly Charges fr the affected MIS Prts by a percentage based n the duratin f (Time t Restre) the Outage, as set frth in the MIS Site Availability/Time t Restre SLA Credit Table. Outage" means an ccurrence within the AT&T Netwrk and/r the AT&T-prvided dedicated access (and in the case f MIS with Managed, the AT&T CPE) that is unrelated t the nrmal functining f MIS and that results in the inability f Custmer t transmit IP packets fr mre than ne minute. Measurement f Time t Restre begins when a truble ticket is pened by AT&T Custmer Care and Custmer releases the affected Service Cmpnent(s) t AT&T and ends when AT&T Custmer Care makes its first attempt t ntify Custmer that the

7 Page 35 f 49 prblem has been reslved and the Service Cmpnent(s) are restred and available fr Custmer t use. Time t Restre excludes Outage time that is utside f the standard perating hurs f the lcal access prvider used by AT&T fr the affected MIS Prt and any delay caused by Custmer. The MIS Site Availability/Time t Restre SLA des nt apply fr MIS with Managed installatins if the dedicated POTS line is nt prvided by the Custmer and if it is determined the utage is related t the Managed. MIS Site Availability/Time t Restre SLA Credit Table Link / Time t Restre Cuntry Grup Equal t r Greater than: t Less than: Grup 1 Link, Grup 2 Link, Grup 3 Link, Grup 4 Link, Grup 5 Link, 1 Minute 1 Hur 3.3% 3.3% 3.3% 3.3% 3.3% 1 Hur 2 Hurs 3.3% 3.3% 3.3% 3.3% 3.3% 2 Hurs 3 Hurs 10.0% 3.3% 3.3% 3.3% 3.3% 3 Hurs 4 Hurs 10.0% 10.0% 3.3% 3.3% 3.3% 4 Hurs 5 Hurs 25.0% 10.0% 10.0% 3.3% 3.3% 5 Hurs 6 Hurs 25.0% 10.0% 10.0% 3.3% 3.3% 6 Hurs 7 Hurs 25.0% 25.0% 10.0% 3.3% 3.3% 7 Hurs 8 Hurs 25.0% 25.0% 10.0% 10.0% 3.3% 8 Hurs 9 Hurs 50.0% 25.0% 25.0% 10.0% 3.3% 9 Hurs 10 Hurs 50.0% 25.0% 25.0% 10.0% 3.3% 10 Hurs 11 Hurs 50.0% 50.0% 25.0% 10.0% 3.3% 11 Hurs 12 Hurs 50.0% 50.0% 25.0% 25.0% 3.3% 12 Hurs 13 Hurs 50.0% 50.0% 50.0% 25.0% 3.3% 13 Hurs 14 Hurs 50.0% 50.0% 50.0% 25.0% 3.3% 14 Hurs 15 Hurs 50.0% 50.0% 50.0% 50.0% 3.3% 15 Hurs 16 Hurs 50.0% 50.0% 50.0% 50.0% 3.3% 16 Hurs 17 Hurs 100.0% 50.0% 50.0% 50.0% 3.3% 17 Hurs 18 Hurs 100.0% 50.0% 50.0% 50.0% 3.3% 18 Hurs 19 Hurs 100.0% 100.0% 50.0% 50.0% 3.3% 19 Hurs 20 Hurs 100.0% 100.0% 50.0% 50.0% 3.3% 20 Hurs 21Hurs 100.0% 100.0% 100.0% 50.0% 3.3%

8 Page 36 f 49 MIS Site Availability/Time t Restre SLA Credit Table Link / Time t Restre Cuntry Grup 21Hurs 22 Hurs 100.0% 100.0% 100.0% 50.0% 3.3% 22 Hurs 23 Hurs 100.0% 100.0% 100.0% 50.0% 3.3% 23 Hurs 24 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 24 Hurs 36 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 36 Hurs Over 36 Hurs 100.0% 100.0% 100.0% 100.0% 10.0% MIS Site Availability/Time t Restre SLA Credit Table / Time t Restre Equal t r Greater than: t Less than: Grup 1 Grup 2 Cuntry Grup Grup 3 Grup 4 Grup 5 1 Minute 1 Hur 3.3% 3.3% 3.3% 3.3% 3.3% 1 Hur 2 Hurs 25.0% 3.3% 3.3% 3.3% 3.3% 2 Hurs 3 Hurs 25.0% 10.0% 3.3% 3.3% 3.3% 3 Hurs 4 Hurs 50.0% 10.0% 10.0% 3.3% 3.3% 4 Hurs 5 Hurs 50.0% 25.0% 10.0% 10.0% 3.3% 5 Hurs 6 Hurs 50.0% 25.0% 10.0% 10.0% 3.3% 6 Hurs 7 Hurs 50.0% 25.0% 25.0% 10.0% 3.3% 7 Hurs 8 Hurs 50.0% 25.0% 25.0% 10.0% 3.3% 8 Hurs 9 Hurs 100.0% 50.0% 25.0% 25.0% 3.3% 9 Hurs 10 Hurs 100.0% 50.0% 25.0% 25.0% 3.3% 10 Hurs 11 Hurs 100.0% 50.0% 50.0% 25.0% 3.3% 11 Hurs 12 Hurs 100.0% 50.0% 50.0% 25.0% 3.3% 12 Hurs 13 Hurs 100.0% 50.0% 50.0% 50.0% 3.3% 13 Hurs 14 Hurs 100.0% 50.0% 50.0% 50.0% 3.3% 14 Hurs 15 Hurs 100.0% 50.0% 50.0% 50.0% 3.3% 15 Hurs 16 Hurs 100.0% 50.0% 50.0% 50.0% 3.3% 16 Hurs 17 Hurs 100.0% 100.0% 50.0% 50.0% 3.3% 17 Hurs 18 Hurs 100.0% 100.0% 50.0% 50.0% 3.3% 18 Hurs 19 Hurs 100.0% 100.0% 100.0% 50.0% 3.3% 19 Hurs 20 Hurs 100.0% 100.0% 100.0% 50.0% 3.3%

9 Page 37 f 49 MIS Site Availability/Time t Restre SLA Credit Table / Time t Restre Cuntry Grup 20 Hurs 21Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 21Hurs 22 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 22 Hurs 23 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 23 Hurs 24 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 24 Hurs 36 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 36 Hurs Over 36 Hurs 100.0% 100.0% 100.0% 100.0% 10.0% MIS Site Availability/Time t Restre SLA Credit Table / Dual Time t Restre Equal t r Greater than: t Less than: Grup 1 Dual Grup 2 Dual Cuntry Grup Grup 3 Dual Grup 4 Dual Grup 5 Dual 1 Minute 1 Hur 3.3% 3.3% 3.3% 3.3% 3.3% 1 Hur 2 Hurs 50.0% 25.0% 3.3% 3.3% 3.3% 2 Hurs 3 Hurs 50.0% 25.0% 10.0% 3.3% 3.3% 3 Hurs 4 Hurs 50.0% 50.0% 10.0% 10.0% 3.3% 4 Hurs 5 Hurs 50.0% 50.0% 25.0% 10.0% 3.3% 5 Hurs 6 Hurs 50.0% 50.0% 25.0% 10.0% 3.3% 6 Hurs 7 Hurs 50.0% 50.0% 25.0% 25.0% 3.3% 7 Hurs 8 Hurs 50.0% 50.0% 25.0% 25.0% 3.3% 8 Hurs 9 Hurs 100.0% 100.0% 50.0% 25.0% 3.3% 9 Hurs 10 Hurs 100.0% 100.0% 50.0% 25.0% 3.3% 10 Hurs 11 Hurs 100.0% 100.0% 50.0% 50.0% 3.3% 11 Hurs 12 Hurs 100.0% 100.0% 50.0% 50.0% 3.3% 12 Hurs 13 Hurs 100.0% 100.0% 50.0% 50.0% 3.3% 13 Hurs 14 Hurs 100.0% 100.0% 50.0% 50.0% 3.3% 14 Hurs 15 Hurs 100.0% 100.0% 50.0% 50.0% 3.3% 15 Hurs 16 Hurs 100.0% 100.0% 50.0% 50.0% 3.3% 16 Hurs 17 Hurs 100.0% 100.0% 100.0% 50.0% 3.3% 17 Hurs 18 Hurs 100.0% 100.0% 100.0% 50.0% 3.3% 18 Hurs 19 Hurs 100.0% 100.0% 100.0% 100.0% 3.3%

10 Page 38 f 49 MIS Site Availability/Time t Restre SLA Credit Table / Dual Time t Restre Cuntry Grup 19 Hurs 20 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 20 Hurs 21Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 21Hurs 22 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 22 Hurs 23 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 23 Hurs 24 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 24 Hurs 36 Hurs 100.0% 100.0% 100.0% 100.0% 3.3% 36 Hurs Over 36 Hurs 100.0% 100.0% 100.0% 100.0% 10.0% SLA-5. MIS Latency SLA Sectin Effective Date: 19-Aug-2011 The perfrmance bjectives fr the MIS Latency SLA are fr the MIS Latencies within and between Regins t be n greater than the latencies set frth in the MIS Latency Perfrmance Objectives Table. If AT&T des nt meet a perfrmance bjective in a given calendar mnth, Custmer will be eligible fr a MIS Latency SLA credit equal t 1/30th f Custmer's ttal discunted MIS Mnthly Charges fr all MIS Prts in the affected Regin(s) fr that mnth. "MIS Latency" is a mnthly measure f the AT&T netwrk-wide delay within the Regin r between Regins, which is the average interval f time it takes during the applicable calendar mnth fr test packets f data t travel between all selected pairs f AT&T Netwrk Backbne Ndes in the Regin(s). Specifically, the time it takes test packets t travel frm ne AT&T Netwrk Backbne Nde in a pair t anther and back is measured fr all selected pairs f AT&T Netwrk Backbne Ndes in the Regin(s) ver the mnth. Latency fr the mnth is the average f all f these measurements. "AT&T Netwrk Backbne Ndes" are the cre ruting ndes in the AT&T Netwrk. MIS Latency Perfrmance Objectives Table Within Regin Perfrmance Objective United States (US) 37 ms Eurpe 22 ms EMEA except Western Eurpe 35 ms Asia Pacific 80 ms Canada 40 ms Caribbean and Latin America 135 ms

11 Page 39 f 49 MIS Latency Perfrmance Objectives Table Within Regin Perfrmance Objective Between Regins Asia Pacific t US West Cast 150 ms Asia Pacific t Eurpe 245 ms Eurpe t US East Cast 90 ms Eurpe t US West Cast 160 ms US t Caribbean and Latin America 110 ms US t Canada 25 ms SLA-6. MIS Data Delivery SLA Sectin Effective Date: 15-Dec-2005 The perfrmance bjectives fr the MIS Data Delivery SLA are fr the MIS Data Delivery percentages within and between Regins t be n less than thse set frth in the MIS Data Delivery Perfrmance Objectives Table. If AT&T des nt meet this perfrmance bjective in a given calendar mnth, Custmer will be eligible fr a MIS Data Delivery SLA credit equal t 1/30th f Custmer's ttal discunted Cvered MIS Mnthly Charges fr all MIS Prts in the affected Regin(s) fr that mnth. The MIS Data Delivery Percentage fr a Regin r between Regins is the average Data Delivery percentage fr that mnth fr all selected pairs f AT&T IP Backbne Ndes in the Regin(s) calculated by dividing Data Received by Data Delivered and multiplying by 100. "Data Delivered" is the number f test packets f data delivered in a mnth by AT&T t an ingress ruter at an AT&T Netwrk Backbne Nde fr delivery t an egress ruter at the ther specific AT&T Netwrk Backbne Nde in the selected pair. "Data Received" is the number f such test packets f data that are actually received by the egress ruter at the ther AT&T Netwrk Backbne Nde. Within Regin MIS Data Delivery Perfrmance Objectives Table Perfrmance Objective United States (US) 99.95% Eurpe 99.90% EMEA except Western Eurpe 99.90% Asia Pacific 99.90% Between Regins Asia Pacific t US West Cast 99.90% Asia Pacific t Eurpe 99.90% Eurpe t US East Cast 99.90%

12 Page 40 f 49 MIS Data Delivery Perfrmance Objectives Table Within Regin Perfrmance Objective Eurpe t US West Cast 99.90% US t Caribbean and Latin America 99.90% US t Canada 99.90% SLA-7. MIS Jitter SLA Sectin Effective Date: 19-Aug-2011 The perfrmance bjective fr the MIS Jitter SLA is fr MIS Jitter in a given mnth t be n mre than the jitter set frth in the MIS Jitter Perfrmance Objectives Table. If AT&T des nt meet this perfrmance bjective, Custmer will be eligible fr a MIS Jitter SLA credit equal t 1/30th f Custmer's ttal discunted Cvered MIS Mnthly Charges fr all MIS Prts in the affected Regins(s) fr that mnth. MIS Jitter is a mnthly measure f the AT&T Netwrk-wide IP packet delay variatin within r between the applicable Regin(s), which is the average difference in the interval f time it takes during the applicable calendar mnth fr selected pairs f test packets f data in data streams t travel between selected pairs f AT&T Netwrk Backbne Ndes in the Regin(s). Specifically, the difference in time it takes a selected pair f test packets in a data stream t travel frm ne AT&T Netwrk Backbne Nde in a pair t anther is measured fr all selected pairs f AT&T Netwrk Backbne Ndes in the Regin(s) ver the mnth. One f the test packets in the selected pair will always be a packet in the data stream that takes the least time t travel frm ne AT&T Netwrk Backbne Nde in the pair t anther. MIS Jitter within r between Regins fr the mnth is the average f all f these measurements in the Regin(s). Within Regin United States (US) EMEA (excluding Western Eurpe) Eurpe Asia Pacific Canada Caribbean and Latin America Between Regins Asia Pacific t US West Cast Asia Pacific t Eurpe Eurpe t US East Cast Eurpe t US West Cast MIS Jitter Perfrmance Objectives Table Perfrmance Objective 1.0 ms

13 Page 41 f 49 MIS Jitter Perfrmance Objectives Table Within Regin Perfrmance Objective US t Caribbean and Latin America US t Canada