CEDAR NETWORKS SERVICE LEVEL AGREEMENT (SLA)

EFFECTIVE

The SLA is effective the first day of the second month after initial installation of services.

COMPONENTS

All components of the Cedar Networks IP Network are covered by this SLA.

NETWORK AVAILABILITY

Goal = 100%. Each cumulative hour of network downtime qualifies customer for 1-day of pro-rated credit.

VOICE AVAILABILITY

Goal = 100% uptime.

• 10-30 minutes downtime = 1 day of pro-rated credit
• 31-60 minutes downtime = 2 days of pro-rated credit
• 61-120 minutes downtime = 3 days of pro-rated credit
• 121-240 minutes downtime = 4 days of pro-rated credit
• Over 241 minutes downtime = 7 days of pro-rated credit

LATENCY / PACKET DELIVERY / JITTER

The following standards of service apply to fiber-based services:

• Latency - Goal = 50ms / Satisfactory Level = Less than 75ms
• Packet Delivery - Goal = 99.50% / Satisfactory Level = More than 95%
• Jitter - Goal = 2ms / Satisfactory Level = Less than 4ms

"From" the time reported "To" the time corrected (to satisfactory levels as described above) the customer is entitled to 1 day pro-rated credit maximum.

EXCEPTIONS

SLA credits will not be given if the SLA was not met due to the following:

• Failure or Malfunction of equipment not owned by or controlled by Cedar Networks.
• Force Majeure Events.
• Acts or omissions of the customer or its employees or contractors which caused Failure, Outage or Malfunction.
• Scheduled Service or Scheduled Maintenance, Upgrades to Service, Relocation Services.
• Environmental Variables caused by or controlled by the customer, not under the control of Cedar Networks. (Overheating, Lightning Strikes, Floods, Fires, Excessive Moisture or Wetness, Excessive Dust, etc.)

REMEDIES

In order to obtain credits under this SLA, the customer must contact Cedar Networks directly at 877-OK-Cedar (877-652-3327). The customer must request the credits and open a trouble ticket. Requests must be made within 30-days from the date when the SLA was not met. The maximum SLA credit will be no more than 10-days pro-rated credit on any given monthly billing cycle.

TIMELINESS

SLA credits will be issued for time "From" when the failure or malfunction is reported "To" when the failure or malfunction is corrected. SLA credits are not issued for time prior to the reported failure or malfunction.

TERMINATION RIGHTS

Customers may terminate the affected service without any early termination fees if in any single calendar month:

• the network downtime or voice downtime (the failure or malfunction) exists for at least 24-hours combined; or
• any single failure or malfunction exists for at least 12-hours consecutive.

These TERMINATION RIGHTS are subject to the EXCEPTIONS section above.