06-10-13 Regular Meeting of La Porte City Council

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® OPT-E-MANService Reporting and Remedies for Grades of Service ® Grade of Service SLAs are provided for OPT-E-MANService. If AT&Tfails to meet service parameters defined for each Grade of Service, a service credit will be offered to the customer given certain conditions are met: The customer is responsible for (1) notifying AT&Twithin 45 days after the end of the month when the service parameter falls below (or above) the committed level, and (2) requesting a service credit. Upon notification by the customer that the actual service performance for that parameter was less than the committed level,AT&Thas 30 days to correct the problem. If after 30 days, the service performance for that parameter is still less than the committed level, the customer will be provided a service credit equal to 25% of the monthly recurring charge for all affected ports for the month in which the service parameters fall below (or above) the committed level. Packet Delivery Rate, Latency and Jitter calculations will be measured only when ® the OPT-E-MANnetwork is available. 5.Exclusions for all SLAs AT&Twill be excludedfrom providing Service Level Agreement credits and Grade of Service SLA credits should any of the following conditions occur: Force major events such as, but not limited to, an earthquake, hurricane, flood, fire, storms, tornadoes, explosion, lightning, power surges or failure, fiber cuts, strikes or labor disputes. Loss or damage resulting from any cause beyond AT&T’s reasonable control such as acts of war, civil disturbances, acts of civil or military authorities or public enemy. All SLAs are offered across AT&T’s network. The failures of any components beyond the local facility including the Network Interface (NI), the CSU/DSU/Channel band/Extended Demarcation are excluded from the SLA calculation. Data loss during AT&T’s scheduled maintenance window. Data exceeding subscribed Usage. Failures attributed to facilities or equipmentprovided by customer or its contractors, equipment vendors, another local exchange carrier or inter-exchange carrier. Any type of Customer Network Management functionality is not included in SLAs. 6.Service Level Objective (SLO) ® OPT-E-MANBasic and Basic Plus service offers the following Service Level Objectives Mean Time to Repair (MTTR): 4 hrs. end-to-end, including the local loop, per month Installation: Mutually agreed upondue date established on location by location basis based on fiber availability and equipment availability No service credits or other remedies are associated with these SLOs. All parameters of this document and network performance are subject to limitations described in section 1. © 2010AT&T Intellectual Property. All rights reserved. AT&T,the AT&T logo and AT&T product names are trademarks of AT&T Intellectual Propertyand/or its affiliates. Page 4of 5