Standard Purchase and License Terms, dated January 10, 2005



 EXHIBIT 10.22 
  

			
	

	 	STANDARD PURCHASE AND LICENSE TERMS

 NOTICE: The terms and conditions contained herein apply to the purchase and license of Sonus hardware and
software products described on Attachment A (“Products”). Any terms and conditions on Buyer’s purchase order (“Order”), which are in addition to, or conflict or are inconsistent with these terms are superceded by the terms
contained herein. 
 1. All shipments are F.O.B. Sonus’ facility. Except as otherwise requested, Sonus will select the carrier. Packaging is in
accordance with standard industry practices. Buyer bears costs of transportation, shipping, and insurance, as well as all applicable taxes. Risk of loss and title (except for software) passes to Buyer upon delivery to the carrier. Sonus will use
reasonable efforts to ship Products on the scheduled shipment date, but is not liable for failures to meet such date. Sonus may allocate shipment of Products among purchasers and may make partial shipments. Buyer may, one time, reschedule the
delivery of Products, by written request, up to thirty (30) days prior to scheduled ship date, within the same calendar quarter at no charge. Reschedule requests received less than thirty (30) days prior to ship date are at Sonus’
sole discretion. Buyer may cancel any shipment without charge with at least sixty (60) days’ written notice prior to the originally-scheduled ship date. 
 2. Shipments to non-US destinations must comply with applicable export and import regulations. Buyer is solely responsible for securing import license(s), local customs clearance and paying all duties, taxes and other charges. Buyer will
indemnify and hold Sonus harmless from and against claims, losses, costs, or liability, due to Buyer’s breach hereof. Sonus’ reasonable delay or refusal of shipping due to export or import issues does not constitute default. 
 3. Subject to credit approval, and except for the first shipment under this Agreement described on Attachment A (the “Initial Shipment”), which shall be
invoiced as set forth below, Sonus will invoice Buyer upon shipment. Buyer will pay all invoices in US dollars within 30 days of invoice date. Payment for the Initial Shipment will be due 30 days following acceptance (as defined below), or by
June 15, 2005, whichever is earlier. Sonus may withhold shipments until past-due payments are made, and may require subsequent orders to be paid for in advance. Late payments are subject to a charge of 1.5% per month, or the maximum
allowed by law, for each month, or partial month, payment is late as well as collection costs, including reasonable collection and attorney’s fees. Unless otherwise directed by Sonus, all such invoices will be payable by wire transfer, to the
following account, in United States dollars: Silicon Valley Bank 3003 Tasman Drive, Santa Clara, CA 95054 Account: 3300080864 Routing: 121140399 Account Name: Sonus Networks, Inc, or by check, via overnight courier to: Dennis Bilodeau / Accounts
Receivable, Sonus Networks Inc., 250 Apollo Dr., Chelmsford, MA 01824. Prices do not include and Buyer shall be responsible for all taxes of any kind due in respect of the transactions contemplated by this Agreement, except taxes on Sonus' net
income. 
 Products shipped as part of the Initial Shipment are for use in a test environment only. For the Initial Shipment, Buyer will have 60 days from
the date of shipment (the “Test Period”) to accept or reject the Products. The parties may mutually agree in writing to extend the Test Period by an additional 30 days. If Buyer wishes to reject the Products, it must do so in writing
(including a description of the reasons for the rejection), and rejection, regardless of the reasons for the rejection, will result in the cancellation of the purchase order covering the Products. If Buyer does reject the Products, it must return
the Products, at Customer’s expense, in the same condition as they were delivered (reasonable wear and tear excepted) within 15 days. Failure to reject the Products in writing within the Test Period will be deemed acceptance of the Products.
Following acceptance (whether by written notice or expiration of the Test Period), Sonus will issue an invoice to Buyer for the Products. In connection with the testing of the Initial Shipment, Sonus will perform the installation services described
on Attachment B at no charge. Following acceptance of the Initial Shipment, Buyer will purchase maintenance support as described on Attachment C. The standard payment terms described above (i.e., net 30) will apply to all subsequent orders after the
Initial Shipment. 
 4. Sonus will provide reasonable notice of discontinuance or modification of any ordered Product and may modify its price list at any
time without notice. Products are subject to changes, including electrical or mechanical design refinements as deemed appropriate, or as required by law or safety concerns, without obligation to modify or change Product previously delivered or to
supply Products in accordance with earlier specifications. 
 5. Subject to Buyer's compliance with the terms of this agreement (including payment of all
applicable fees), Sonus grants Buyer a nonexclusive, nontransferable license to use the software Product object code solely for its internal business purposes with the hardware with which it is was first supplied. Buyer may not permit use of the
software by another party (including but not limited to network, remote computing services or timesharing use) without the prior written consent of Sonus; provided, however, that Buyer may use the software portion of the Products to provide voice,
fax, data, video and other communications management services to those clients of Buyer that obtain such services from Buyer under the provisions of a separate communications services agreement as part of Buyer’s business. Sonus (and its’
licensors) retain all rights, title and interest, including all intellectual property rights, in the Products, including the software Products. Buyer may reproduce 1 copy of the software Products solely for back-up purposes. Buyer may not copy,
translate, modify or adapt the software Products or incorporate them, in whole or any part, in any other product, create derivative works based on the Products, or license others to reproduce any copies of the software Products, and may not
decompile, disassemble or reverse engineer the software Products, or any component thereof. Buyer will 

  

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ensure that all proprietary notices affixed to or displayed on the software Products will not be removed or modified. Upon termination of this license by
Sonus for any reason, Buyer will immediately cease use of the software and related documentation and return all copies to Sonus. 
 6. US Government
Restricted Rights. Notice - Distribution and use of products including computer programs and any related documentation and derivative works thereof, to and by the US Government, are subject to the Restricted Rights provisions of FAR 52.227-19,
paragraph (c)(2) as applicable, except for purchases by agencies of the Department of Defense (DOD). If the software is acquired under the terms of a Department of Defense or civilian agency contract, the software is “commercial item” as
that term is defined at 48 C.F.R. 2.101 (Oct. 1995), consisting of "commercial computer software" and “commercial computer software documentation” as such terms are used in 48 C.F.R. 12.212 of the Federal Acquisition Regulations and its
successors and 48 C.F.R. 227.7202-1 through 227.7202-4 (June 1995) of the DoD FAR Supplement and its successors. All U.S. Government end users acquire the software with only those rights set forth herein. Manufacturer is Sonus Networks, Inc., 5
Carlisle Rd, Westford, MA 01886, USA. Unpublished - rights reserved under US copyright laws. 
 7. LIMITED WARRANTY Product hardware and media are warranted
to be free from defects in material and workmanship and will conform substantially to Sonus’ published user documentation, as of the date of Product shipment, during the applicable Warranty Period (WP). The WP is 12 months from delivery for
hardware, 90 days for software, and 30 days for media. Sonus warrants the Products, including software, as follows: (a) dates advance normally and date rollovers do not produce erroneous data and/or processing; (b) Products and/or software
calculate and manipulate date data correctly and reliably over the range of dates the application is expected to handle; (c) Products and/or software explicitly display and store the century values (four digits) eliminating ambiguity and
potential errors; and (d) for any date not explicitly displayed within the Products and/or software, the correct century is unambiguous for all manipulations involving that element and is displayed using at least two-digits for the year. For
any defect in which Sonus is unaware, Sonus is not liable hereunder if Buyer fails to provide notice of an alleged defect during the WP and within thirty (30) days of its discovery. After receiving such notice, Sonus’ Technical Assistance
Center will notify Buyer of its designation of one of its standard problem resolution methods. Sonus’ sole liability, and Buyer's sole and exclusive remedy, for defects is limited to the express remedies set forth herein, which shall include
repair or replacement of the defective Product. SONUS MAKES NO OTHER WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, IN CONNECTION WITH THIS AGREEMENT. ALL OTHER WARRANTIES AS TO THE QUALITY, CONDITION, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE,
OR NONINFRINGEMENT ARE EXPRESSLY DISCLAIMED. Sonus will repair or, at its option, replace defective hardware not covered under warranty at its standard charges. Buyer may purchase maintenance support services under a separate, written agreement.
Software is not warranted to be error free. 
 8. SONUS IS NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES OR LOST
PROFITS, FORESEEABLE OR UNFORESEEABLE, OF ANY KIND (INCLUDING, WITHOUT LIMITATION, LOSS OF GOODWILL, LOST OR DAMAGED DATA OR SOFTWARE, LOSS OF USE OF PRODUCTS, OR DOWNTIME), WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), PRODUCT
LIABILITY OR OTHERWISE, ARISING FROM THE SALE AND DELIVERY OF PRODUCTS OR SERVICES OR ANY OTHER ACT, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. EXCEPT AS OTHERWISE PROVIDED UNDER SECTION 9, SONUS’ MAXIMUM LIABILITY FOR DIRECT DAMAGES,
WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY OR OTHERWISE, WILL NOT EXCEED THE PRICE PAID FOR THE AFFECTED PRODUCT. THE FOREGOING LIMITATIONS SHALL APPLY NOTWITHSTANDING THE FAILURE OF ANY EXCLUSIVE REMEDIES.
NO LIMITATION AS TO DAMAGES FOR PERSONAL INJURY IS HEREBY INTENDED. 
 9. Sonus will indemnify and hold Buyer harmless from and against valid claims and any
resulting damages, costs or liabilities awarded by a court of final jurisdiction that the Products infringe any United States patent, copyright, trade secret or trademark of a third party. Sonus’ indemnification obligation is subject to
Buyer’s compliance with the following procedures: (a) Buyer will promptly notify Sonus in writing of any claim or the commencement of any suit, action, proceeding or threat that Buyer believes will result in losses for which it will be
entitled to indemnification; (b) Buyer will tender to Sonus (and its insurer) full authority to defend or settle any such claim; and (c) Buyer shall cooperate in the defense of such claim. Sonus has no obligation to indemnify Buyer in
connection with any settlement made without Sonus’ written consent. Sonus will defend Buyer against any such claim brought against Buyer in the United States by counsel retained at Sonus’ own expense. This section 9 shall not apply to
infringement or misappropriation claims arising from (1) designs, specifications or modifications originated or requested by Buyer, (2) the combination of any Product with other equipment, software or products not supplied by Sonus if such
infringement or misappropriation would not have occurred but for such combination, or (3) Buyer’s failure to install an update provided at no additional charge, where same would have avoided such claim. Buyer will indemnify and hold Sonus
harmless from and against claims that are the subject of clauses (1)-(3). In the event that the use or sale of the Products is enjoined, or, in Sonus’ judgment, may be enjoined, Sonus will either: (i) procure for Buyer the right to
continue to use the Product, or (ii) replace or modify the infringing or misappropriating Product so that it becomes non-infringing with functional equivalent product. In the event that the foregoing alternatives cannot be reasonably
accomplished by Sonus, Sonus shall direct Buyer to return the Product to Sonus and upon receipt of the Product(s), Sonus shall reimburse Buyer for the price originally paid by Buyer as depreciated by an equal annual amount over the lifetime of the
Product assuming five year straight line depreciation. Upon Sonus’ fulfillment of the alternatives set out in this Section 9, Sonus shall be relieved of any further obligation or liability to Buyer as a result of any such infringement or
misappropriation. THIS SECTION 9 STATES SONUS’ ENTIRE LIABILITY TO BUYER AND BUYER’S SOLE REMEDY FOR ANY INFRINGEMENT CLAIMS CONCERNING THE PRODUCTS OR RELATED SERVICES. 
 10. Either party may terminate this agreement with thirty (30) days notice if the other party materially breaches this agreement unless such breach is cured within said thirty (30) day period; provided that
either party may immediately terminate this agreement upon notice if the other party breaches Section 5. 
  

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 11. This agreement (and any third party shrink wrap licenses specified on the Sonus invoice or attached) contains the
entire agreement of the parties with respect to the transactions contemplated by this agreement and supersedes all prior and contemporaneous agreements, representations and understandings, whether written or oral. No modification or waiver of any
provision hereof is effective unless in writing and signed by each party. No failure or delay by either party in exercising any right or remedy hereunder will operate as a waiver of same. This agreement is binding upon and inures to the benefit of
the parties, their successors and permitted assigns. Neither party may assign or transfer its rights hereunder without the other party’s prior written consent, provided that Sonus may assign this agreement in connection with a merger or
consolidation or the sale of all or substantially all of its assets or stock. All notices, requests, demands, or other communications hereunder shall be in writing, in English, and sent by registered or certified mail, or overnight courier, postage
prepaid, to the other party at its address as set forth herein or any other address as such party may provide to the sending party in writing. Changes to the order may be transmitted via e-mail. This agreement and the rights and obligations of the
parties will be governed by and construed in accordance with the laws of the Commonwealth of Massachusetts. The United Nations Convention on Contracts for the International Sale of Goods is specifically excluded from application hereunder. The
failure of either party to enforce any of the terms hereof will not be construed as a waiver of future enforcement of that or any other term. Neither party is responsible for any delays or failure in performance (except for payment of money) due to
any cause beyond the party’s reasonable control. In such event, the defaulting party may either (i) suspend this agreement for the duration of the cause, or (ii) extend the duration hereof by the length of time the event endured.
Sections 5-11 will survive any termination hereof. 
  

							
	Agreed and Accepted:	 		 	
				
	 Buyer:
	 	  
	 		 	
				
	 Signature
	 	  
	 		 	
				
	 Name
	 	  
	 		 	
				
	 Title
	 	  
	 		 	
				
	 Date
	 	  
	 		 	
			
	Sonus Networks, Inc.	 		 	
				
	 Signature
	 	  
	 		 	
				
	 Name
	 	  
	 		 	
				
	 Title
	 	  
	 		 	
				
	 Date
	 	  
	 		 	

  

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 ATTACHMENT A 
 DESCRIPTION OF PRODUCTS 
 Sonus “Island PoP” Configuration – 18,144 ports 
  

									
	 Item
	  	Quantity	 	Part #	  	 Description
	  	 Shipment Quantity
 for Trial

	 1
	  	1	 	Base-R	  	GSX Base Chassis – redundant	  	
	 2
	  	9	 	3T3S-N	  	3xT3 Interface Set (CNS60, CNA60)	  	2 vs. 9
	 3
	  	1	 	3T3S-R	  	3xT3 Redundant Set (CNS60, CNA06)	  	
	 4
	  	2	 	MTA10	  	System Timing Adapter	  	
	 5
	  	1	 	SW-B	  	GSX9000 Base Systems Software	  	
	 6
	  	18,144	 	POLSW	  	Softswitch License	  	
					
	 7
	  	2	 	POL-N240-2	  	Sun Netra 240 with 2 CPU	  	
	 8
	  	4	 	POL-B-SC	  	PSX Base Software (per CPU)	  	
	 9
	  	1	 	POLSPE	  	Sonus Service Profile Editor	  	
	 10
	  	4	 	POL-TRANS	  	PSX Number Translations	  	
	 11
	  	4	 	POL-TCAP	  	ANSI TCAP License	  	
	 12
	  	4	 	POL-LNP	  	ANSI LNP License	  	
	 13
	  	4	 	POL-TF	  	ANSI Toll/Free Advanced TF	  	
	 14
	  	2	 	SS7-N240	  	Sun Netra240, 1 CPU	  	
	 15
	  	2	 	SS7-T1-8	  	T1 SS7 Adapter Card (8 links)	  	
	 16
	  	1	 	SS7D8	  	SS7 Software, dual Netra CE 8 A-links/F-links/F-links per system	  	
					
	 17
	  	1	 	EMS-N240	  	Sun Netra 240 with 1 CPU	  	
	 18
	  	1	 	EMS-CD	  	Media for EMS software	  	
	 19
	  	1	 	EMS-P-SC	  	License for a Primary & Standby CPU for a production EMS	  	
	 20
	  	2	 	NFS72-120	  	Sun Netra 120 Server, Single processor	  	
					
	 TOTAL
	  	[***]	 		  		  	
	 Per Port
	  	[***]	 		  		  	

 Starter Kit Configuration (GSX #2) 
  

							
	 Item
	  	Quantity	 	Part #	  	 Description

	 1
	  	1	 	Base-R	  	GSX Base Chassis – redundant
	 2
	  	2	 	3T3S-N	  	3 x T3 Interface Set (CNS60, CNA60)
	 3
	  	1	 	3T3S-R	  	3 x T3 Redundant Interface Set (CNS60, CNA06)
	 4
	  	2	 	MTA10	  	System Timing Adapter
	 5
	  	1	 	SW-B	  	GSX9000 Base Systems Software
	 6
	  	4032	 	POLSW	  	Softswitch License
	 TOTAL COST:
	  	[***]	 		  	
	 Per Port :
	  	[***]	 		  	

 Packet Cards 
 (4) IPSG IP Gigabit Ethernet Interface Set (PNS30, PNA30) @ [***] each = [***] 
  

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	 	•	 	 Packet cards only required if second chassis is deployed (2 per GSX with a second “Starter Kit and 4 PNS30 per GSX if both chassis fully loaded at 18,144
ports each); Ratio is as follows: at 10ms packet sizes, 1 active PNS30 is needed for every 11.2 DS3’s 


 * pricing of the PNS30
is based on the assumption that the packet card will be used for GSX-GSX connectivity in a TDM application; when Neutral Tandem moves to VoIP, the Packet card cost is [***] 
 Summary of Try & Buy 
  

					
	 Description
	  	Cost	 	Per Port
	 •        Full Chassis with Call Control & Signaling (18,144 ports)
	  	[***]	 	[***]
			
	 •        Starter Kit Configuration (4032 ports)
	  	[***]	 	[***]
			
	 •        (4) PNS30 Packet Cards
	  	[***]	 	
			
	 Grand Total for Try & Buy
	  	[***]	 	

 Other Configurations & Components 
  

					
	 Description
	  	Cost	 	Per Port
	 •        New Island POP with full GSX (18,144 ports), Call Control & Signaling, No
EMS
	  	[***]	 	[***]
			
	 •        2nd Full GSX (in existing island POP)—No call control/signaling/EMS
	  	[***]	 	[***]
			
	 •        CNS60 Card
	  	[***]	 	[***]
			
	 •        PNS30 for GSX-GSX connectivity in TDM application
	  	[***]	 	
			
	 •        PNS30 card in a VoIP application
	  	[***]	 	

 Minimum Initial Order for Production 
  

	(1)	Island PoP Configuration in the amount of [***] plus annual maintenance at [***] 

  


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 ATTACHMENT B 
 INSTALLATION SERVICES 
 A. Sonus will provide the following services, at no charge, in connection with the Initial Shipment: 
 1) Install the GSX switch (a Buyer representative must provide assistance with rack mounting of the gear) 
 2) Configure the GSX switch to communicate with its NFS elements(s) 
 3) Confirm connectivity to the IP or ATM,
data/signaling, and management networks. 
 4) Ensure that all of the GSX modules pass their individual POST diagnostics. 
 5) If the Management “network” is available at installation time, then Sonus personnel will connect the management interface cable(s) to the GSX9000 and
validate that the system loads its operational SW code/configuration. 
 6) If configured properly (GSX9000, SGX2000, PSX6000, external switches, etc.), then
basic test calls can be made (via a limited number—up to three of the PSTN interfaces) at installation time to validate that the system is passing calls. Basic calls would be placed and the signaling and data path can be validated along with
the CDR records. 
 Note: Items 5 and 6 assume that the site/network infrastructure are in place and available at the time of the
standard installation. The configuration of the product components to perform the basic tests is the responsibility of the NOC personnel and not the site installer. Any time needed beyond the scheduled Evaluation Install time to complete the
validation tests due to the site/infrastructure not being ready or available is billable at [***] per person day plus travel and expense. Sonus business days include Monday through Friday only, excluding Sonus holidays and weekends.

 B. Buyer will be responsible for the following: 
  

	 	•	 	 Provide the location, environment, power and mounting clearances specified in the Sonus Product Installation Guide. The Buyer will be requested to complete the
Sonus Site Survey in order to assess readiness of the site for the GSX switch installation 


  

	 	•	 	 Install all cables external to the Sonus equipment, excluding DC power. Buyer’s site electrician, prior to the installation date of the GSX switch, must
complete DC power installation. 


  

	 	•	 	 Arrange for and verify all telephone circuits, digital services and facilities that will be connected and that are currently provisioned at install date to the
Sonus GSX equipment. 


  

	 	•	 	 Initiate loop back testing and be responsible for all Circuit provisioning/turn-up. 


 C. Rescheduling and Cancellation Policy: 
 Buyer must notify Sonus Support a minimum of 72 hours in advance of the
installation date to cancel or reschedule the installation service. If Buyer does not meet the 72 hour minimum, then a penalty fee may apply. Penalties may include one day’s expenses along with the travel fee of a non-refundable airline ticket
and will be invoiced against this Agreement. 
 [Installation] 
 The installation of the Initial Shipment in Chicago will be at no charge. If the equipment is moved to another location, and the Buyer would like Sonus to provide installation in the new location, the installation and associated travel and
expenses will be billable by Sonus to Buyer. This does not include network engineering or design work performed by Sonus Professional Services. For all subsequent orders after the Initial Shipment for which Buyer would like Sonus to perform the
installation, the installation services and all associated travel and living expenses will be billable by Sonus. 
  

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 ATTACHMENT C 
 PLATINUM MAINTENANCE SUPPORT 
 I. GENERAL 
 (a) Maintenance Packages 
 In order to be eligible for a Maintenance Support Package, all hardware and software
provided by Sonus must be covered under a maintenance agreement. 
 (b) Price: The annual fee for a Maintenance Support Package is a percentage
of the total net price for all hardware and software provided by Sonus, including spare parts, depending upon whether the customer can demonstrate a “substantial internal capability” to provide support to its own end users

 (c) Payment: Payment is due at the beginning of each maintenance period, commencing upon shipment of Product. All invoices will be issued and
paid as per the terms of the Services Agreement and will not require a purchase order number. 
 (d) Maintenance Term: The maintenance period is 12
months from the ship date of the Products and shall automatically renew for an additional 12-month period. 
 (e) Substantial Internal Capability:
Customers which can demonstrate a “substantial internal capability” to provide support to its end users will receive a discount on the price for the maintenance support package. The requirements for substantial internal capability are
contained in Schedule 1 attached to this Exhibit. Customer’s account representative will discuss these requirements with the Customer and, if these requirements are met, the Customer must certify compliance to Sonus Customer Service to receive
the applicable discount. If any at any time Customer fails to meet all requirements, Sonus reserves the right to adjust the maintenance pricing 
 (f)
Selection of Maintenance Package and Price: 
 Package Selected: Platinum 
 Price: [***]  
  

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 II. PLATINUM MAINTENANCE PACKAGE COMPONENTS 
 The following further describes the entitlements offered in the Platinum Maintenance Package: 
 (a) Technical Assistance Center 
 Staffing and Availability The Maintenance Support Packages provides
Customer access to the Sonus Technical Assistance Center (“TAC”) according to the package commitments (i.e. 24 x 7, 9 x 5 ) The TAC will be staffed by personnel who have technical expertise on products and protocols capable of rendering
Level 1, 2 and 3 technical support (as described below) and providing timely resolution to problems. They provide problem status information to Customer and are the interface to Sonus Management and Development Engineering for purposes of timely
problem resolution. 
 Contact Support at: http://www.sonusnet.com/support.cfm?id=24&looking=Contact%20Customer%20Service
 
 The TAC personnel will be assigned to three levels
based upon training and experience as follows: 
  

	 	•	 	 Level 1 personnel will take calls from Customer and log problem(s) reported. Their goal is to provide accurate and timely solutions to Customer network problems.
They will be responsible for simple problem resolution and will escalate problems requiring a greater level of technical expertise to Level 2 personnel. 


  

	 	•	 	 Level 2 personnel are software support specialists. They are capable of solving a wide class of problems and have the responsibility to escalate to Level 3
personnel. 


  

	 	•	 	 Level 3 personnel have technical expertise on products and protocols to provide timely resolution to complex problems. They provide problem status information to
Customer for serious problems and are the interface to Management and Development Engineering for purposes of timely problem resolution. 


 Scope of Activities In addition to support on problem determination and resolution, the following information and services are available through the TAC: Technical tips, hardware revision lists, and information on pending
software updates. 
 Problem Handling Procedures All problems reported to the TAC will be assigned a Severity Classification. The Severity Level will
be agreed upon between Sonus and Customer according to the table below. 
  

					
	 Severity
	  	 Description
	  	 Escalation Procedure/Response
Time

	 1
	  	Critical – Customer is experiencing a network outage that prevents its customers from accessing service and for which there is no workaround or recovery action possible.	  	Sonus VPs of Engineering and Customer Service will be immediately notified. Sonus personnel will update Customer at least hourly and will work on the problem until resolution.
			
	 2
	  	Major – Customer is experiencing a problem that affects service but for which there is a work-around or recovery action. Business can continue although performance may be
degraded.	  	Sonus Level 3 personnel will resolve the problem within four hours or escalate to Development Engineering. Sonus personnel will update Customer at least every two hours.
			
	 3
	  	Minor – Customer is experiencing problems and requires technical advice or a recommendation for the best solution. Severity 3 problems have a reliable workaround and have, at most, a slight
impact on the operational environment.	  	Severity 3 problems will be resolved by Sonus in a timely manner.
			
	 4
	  	Questions	  	Questions received by the TAC will be logged and answered in a timely manner.
			
	 5
	  	Enhancements	  	Enhancement requests will be logged and forwarded to product management for possible inclusion in future releases.

  

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 (b) Software Maintenance 
 Software Maintenance includes patch releases of software to correct reported problems, maintenance releases, upgrades to system base software in new major releases and other software updates which may be made generally available by Sonus
from time to time. Software maintenance releases will be made available via CD media or remote download, as appropriate. New software features and functionality offered in major new releases, if priced separately, are not included in Software
Maintenance. Additionally, any incremental hardware required to support additional software is priced separately. 
 In addition to software patches and
maintenance releases, Sonus will provide Customer with incremental releases, including installation, verification, and uninstall procedures, and other documentation pertaining to problem status, code corrections, work-around procedures and known
limitations of Sonus products. 
 (c) Assigned TAC Representative 
 The Platinum Plus Package includes a TAC representative assigned to a particular Customer. 
 (d) Hardware Advance Replacement  

Under the Sonus Maintenance Support Program, Sonus will supply replacement components for products that are deemed to have failed. It is recommended for advance
replacement service that Customer maintain a sparing equipment inventory at the Sonus recommended minimum sparing levels. For all service levels except Bronze the Customer must contact Sonus Customer Service at 1-888-391-3434 (domestic) or
1-978-589-8589 (International) to log a support ticket associated with any hardware defect. Should Sonus determine that the failure is due to faulty hardware, Sonus will send replacement component(s) to the designated location. 
 Included with such component(s) will be packing material, a prepaid shipping enclosure and all necessary documentation to facilitate the return of the defective
component to Sonus by Customer or Customer personnel (or by site personnel contracted for by Customer). Sonus will assume all costs associated with the shipment of the replacement component(s) and the return of the failed component(s). Customer
shall return the malfunctioning hardware product to Sonus within ten days of the receipt of the replacement product. If Customer does not return any failed component to Sonus in accordance with these procedures, Sonus reserves the right to charge
Customer for the full list price of such unreturned component set forth in the Sonus Price List. If Customer returns a failed component and Sonus reasonably determines that the part is not defective, then Sonus reserves the right to charge Customer
the then-current No Problem Found fee set forth in the Sonus Price List. 
 Advance replacement requests received within the normal business hours of the
geographical point of failure will be processed on the same business day. Sonus will make all reasonable commercial efforts to effect delivery of the replacement hardware component into the designated sparing depot(s) by the specified timescale for
those locations where international customs need not be cleared. Requests made after normal business hours will be processed on the next business day for delivery timescales according to the specified service level 
 (e) Warnings, Bulletins and Alerts 
 Customer will receive all
warnings, bulletins and alerts pertaining Sonus provided hardware and software products. 
 Register for WBA’s: http://onyx-www.sonusnet.com/Notification/customer/SubOverview.asp 
 Query WBAs after login is created: http://onyx-www.sonusnet.com/Notification/Customer/Admin/authenticate.asp?/Notification/customer/WBAEntry.asp 
 Forgot your password: http://onyx-www.sonusnet.com/Notification/Customer/Admin/forgotpw.asp 
 (f) Technical Tips
and FAQs 
 Customer will receive technical tips, hardware revision lists, and information on pending software updates. 
 (g) Sonus Knowledge Center 
 Customer will have 24-hour access to
Sonus’ Knowledge Center via a Web-based interface. 
 Register for Onyx account: http://www.sonusnet.com/signup.cfm
 
  

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 Login to Onyx: http://www.sonusnet.com/service.cfm?id=22 
 (h) Management Reporting 
 Customer specific reports detailing call tracking, performance history and other information specific to the Customer’s use of the Sonus TAC will be made available.

 (i) Service and Support Liaisons 
 Customer may appoint
up to a specified number of service and support liaisons authorized to access Sonus’ call management system. Customer must identify the individuals in writing to Sonus and must make any changes in writing. To ensure security of the Sonus
system, any abuse of this benefit will result in all liaisons losing access to the system. 
 (j) Tier 1 and Tier 2 Support Requirements 

To be eligible for a Sonus Maintenance Package the Customer must have skilled and proficient personnel available at all times to provide Tier 1 and Tier 2 support (as
defined on Schedule 1). 
 (k) Other Terms 
 If
applicable, Customer shall allow full access to the Products to enable Sonus to perform remote diagnosis and shall permit Sonus authorized service representatives full, free and safe on-site access to the Products. Customer acknowledges that delays
caused by in accessibility to the Products may result in delays providing service. Customer shall provide a secure storage space, a designated work area, access to a telephone, a backup copy of current software and data, the reasonable use of
necessary equipment, attachments, features and communications facilities, reasonable access to Customer personnel, and all other reasonable cooperation as may be required to service the Products. 
 Maintenance Support does not cover any damage or failure caused by any cause beyond Sonus’ reasonable control, including without limitation, acts of God, fire,
flooding, earthquake, lightning, failure of electric power or air conditioning, neglect, misuse, improper operation, war, government regulations, supply shortages, riots, sabotage, terrorism, unauthorized or third-party modifications or repairs,
strikes, labor disputes, access to the Internet, products not supplied by Sonus, or any product failure that Sonus reasonably determines is not a result of failure in the Products or services provided by Sonus. In addition, Maintenance Support does
not include: installation or maintenance of wiring, circuits, electrical conduits or devices external to the Products; replacement, reconditioning or support of Products which do not contain the current version of software or the immediately prior
version, or which, in Sonus’ opinion, cannot be reliably maintained or properly serviced due to excessive wear or deterioration; Customer’s failure to maintain the installation site in accordance with the applicable Product specifications
or to use the Products in accordance with such specifications; Customer’s failure to or service on Products removed from the location originally specified by Customer and/or reinstalled without the prior written approval of Sonus. Customer will
pay Sonus’ then-current published charges to restore such Products to a condition eligible for further service under this Agreement. 
  

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 SCHEDULE 1 
 REQUIREMENTS FOR SUBSTANTIAL INTERNAL CAPABILITIES 
 AND 
 DEFINITIONS OF TIERS 1, 2 AND 3 
 Requirements for Substantial Internal Capabilities 
 In order to receive the applicable discount, prior to contract signing a Customer
must demonstrate and certify to Sonus that it: 
  

	 	•	 	 Has a development lab 


  

	 	•	 	 Has the ability and willingness to reproduce problems 


  

	 	•	 	 Has the ability and willingness to soak new releases 


  

	 	•	 	 Has the required number of employees to cover 


  

	 	•	 	 24x7 Proficient at Tier 1 and certified at Tier 2 & 3 (as defined below) where appropriate 


  

	 	•	 	 12x7 Proficient at Tier 1 and certified at Tier 2 & 3, where appropriate 


  

	 	•	 	 9x5 Proficient at Tier 1 and certified at Tier 2 & 3, where appropriate 


  

	 	•	 	 Has a help desk covering 24x7, 12x7, or 9x5, as appropriate 


  

	 	•	 	 Has a trained field force, and certified where appropriate 


  

	 	•	 	 Has a NOC providing Tier-1 with Subject Matter Experts (SMEs) providing Tier-2, where appropriate 


  

	 	•	 	 Has Tier-2 Subject Matter Experts (SMEs) serving as the service and support liaisons calling Sonus’ TAC, where appropriate 


 Support Tier Definitions: 
 Overview - 
 Sonus Networks’ support structure is built upon a tiered model with each level having a unique set of activities and responsibilities. Each tier is defined by
progressively greater product expertise and responsibility, and looks to the next higher-level tier for advanced technical support and escalation. 
  

	 	•	 	 Tier 1 responsibilities are normally fulfilled by the Customer (normally the Customer’s NOC) or by a Customer sponsored vendor 


  

	 	•	 	 Tier 2 responsibilities are normally fulfilled by the customer (normally the Customer’s specific technical escalation group) 


  

	 	•	 	 Tier 3 & 4 support is provided by Sonus Networks, supported by third party vendors where appropriate. 


 Support Roles & Responsibilities: 
 Tier 1 Support

 This level is responsible for monitoring system performance, receiving and documenting trouble calls for all technical questions, problems and new
product enhancements. 
  

	 	•	 	 Responsible for monitoring equipment status and functionality in steady state. 


  

	 	•	 	 Responsible to log and answer all questions. 


  

	 	•	 	 Responsible for providing response and resolution to all trouble reports received. 


  

	 	•	 	 Responsible for opening and administering service tickets on Distributors call logging and tracking system. 


  

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	 	•	 	 Responsible for all onsite activities including fault isolation for hardware/software. 


  

	 	•	 	 Responsible to document all work, including problem description, action steps required for problem resolution, solution and closure on customers fault tracking
system. 


  

	 	•	 	 Responsible for applying all patches or upgrades to each field POP (Point of Presence). 


  

	 	•	 	 Responsible for replacing defective FRU (Field Replaceable Units). 


  

	 	•	 	 Responsible for administration of spare parts and all RMA activity. 


  

	 	•	 	 Responsible for participation in operations review meetings and providing data and tracking for responsible areas. 


  

	 	•	 	 Responsible for insuring staff trained by certified trainers. 


  

	 	•	 	 Responsible for timely escalation into Tier 2 as required and following all proscribed remedies as directed. 


  

	 	•	 	 Must be accessible and able to respond 24x7x365 for escalation. 


 Tier 2 Support 
 The second level of Technical Support is generally responsible for resolution of all but the
most complex questions and problems. In many instances, detailed technical analysis may be required. Tier 2 Support may involve work on complex long-term problems. 
  

	 	•	 	 Responsible for accepting and working until resolution is reached for all escalations from Tier 1. 


  

	 	•	 	 Responsible for assisting Tier 1 with Fault Isolation of hardware/software. 


  

	 	•	 	 Responsible to log and answer all questions. 


  

	 	•	 	 Responsible for providing response and resolution to all trouble reports received. 


  

	 	•	 	 Responsible for opening and administering service tickets on Sonus’ Onyx call logging and tracking system 


  

	 	•	 	 Responsible to document all work, including problem description, action steps required for problem resolution, solution and closure on Sonus’ Onyx call logging
and tracking system. 


  

	 	•	 	 Responsible for updating and administering service tickets on Sonus’ Onyx system. 


  

	 	•	 	 Responsible for accepting and generating bug reports and tracking. 


  

	 	•	 	 Responsible for lab work including trouble recreation as well as verification of software on all new release/patch/EANs before network installation.



  

	 	•	 	 Responsible for participation in operations review meetings and providing data and tracking for responsible areas. 


  

	 	•	 	 Responsible for insuring staff trained by certified Sonus Networks trainers. 


  

	 	•	 	 Responsible for timely escalation to Tier 3 (Sonus) as required and following all prescribed remedies as directed. 


  

	 	•	 	 Must be accessible and able to respond 24x7x365 for escalation. 


 Tier 3 Support 
 Responsible for resolution of the most complex questions and problems requiring engineering
analysis. In some instances, network design or configuration modification may be required to resolve the Customer problem. 
  

	 	•	 	 Will provide support to Tier 2 and directly to Tier 1 if deemed necessary. 


  

	 	•	 	 Will log and respond to all questions. 


  

	 	•	 	 Will accept and work till resolution of all technical escalations from Tier 2. 


  

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	 	•	 	 Will provide support in qualifying shipment of hardware replacements into/out of spares depots for RMA activity. 


  

	 	•	 	 Will provide access for Tier 1 & Tier 2 to Sonus Onyx service ticket system. 


  

	 	•	 	 Will provide access to all new software releases/patches. 


  

	 	•	 	 Will provide access to all Methods of Procedures, Warnings, Alerts and Bulletins. 


  

	 	•	 	 Will provide timeline of resolution and tracking of Bug reporting. 


  

	 	•	 	 Will participate in Quarterly Account meetings and providing data and tracking for responsible areas. 


  

	 	•	 	 Will be accessible 24x7x365 for escalation. 


  

	 	•	 	 Will be the path for all escalations into Sonus management, engineering (Tier 4), and third party vendors. 


 Third Party Vendors (via Sonus) 
 This level is responsible for
resolution of the most complex questions and problems (Tiers 3 & 4) that have been identified on any third party equipment provided by Sonus. These problems require engineering analysis by the vendor and in some instances, design modification or
redesign may be required to resolve the problem. 
  

	 	•	 	 Will provide support to Sonus Tier 3 and possibly Tier 4 


  

	 	•	 	 Will log and respond to all questions promptly. 


  

	 	•	 	 Will accept and work until resolution of all technical escalations from Sonus. 


  

	 	•	 	 Will provide support in qualifying shipment of hardware replacements into/out of spares depots for RMA activity. 


  

	 	•	 	 Will provide access to the vendors’ trouble ticketing system. 


  

	 	•	 	 Will provide access to all new software releases/patches. 


  

	 	•	 	 Will provide access to Knowledgebase, all Methods of Procedures, Tech Tips, FAQs, PCOs, ECOs, EANs, Warnings, Alerts and Bulletins, etc.



  

	 	•	 	 Will provide vendors problem escalation procedure with names and contact numbers. 


  

	 	•	 	 Will provide timeline of resolution and tracking of Bug reporting according to documented escalation procedure. 


  

	 	•	 	 Will participate in Quarterly Account meetings and providing data and tracking for responsible areas. 


  

	 	•	 	 Will be accessible 24x7x365 for escalation. 


  

	 	•	 	 Will be the path for all escalations into vendors’ management, engineering (Tier 4), and quality group. 


  

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