Document:

exv10w3

 

Exhibit 10.3

Confidential Materials omitted and filed separately with the

Securities and Exchange Commission. Asterisks denote omission.

Rackspace Managed Hosting

Master Services Agreement

This Master Services Agreement is between Rackspace, Ltd., a Texas limited partnership d/b/a
Rackspace Managed Hosting (“Rackspace”) and Gomez, Inc., a Delaware Corporation (“Customer”) and is
effective on the March 30, 2007 (the “Effective Date”).

1. Defined Terms. Capitalized terms shall have the following meanings or the meanings assigned to
them in the other Sections of the Agreement:

“Agreement” means the Service Order Form(s), this Master Services Agreement, the Service Level
Agreement, any addendum to this Master Services Agreement agreed by the parties, and the AUP,
collectively. Any conflict between the documents shall be resolved by reading the documents in the
foregoing order of precedence.

“AUP” means Rackspace’s Acceptable Use Policy, posted on the Effective Date at
http://www.rackspace.com/aboutus/legal/aup.php, as it may be amended from time to time in
accordance with Section 6 (AUP) below.

“Business Day” means Monday through Friday, 8:00 a.m. to 5:00 p.m., central U.S. time, excluding
any federal public holiday.

“Managed Hosting Service” means the provision of the servers and other devices and services
described in the Service Order Form(s) and Service Level Agreement, and Support.

“Protected Information” means any (i) “non-public personal information” as that term is defined in
the Gramm-Leach-Bliley Act found at 15 USC Subchapter 1, Section 6809(4), (ii) “protected health
information” as that term is defined in regulations relating to the Health Insurance Portability
and Accountability Act found at 45 CFR § 164.501, (iii) all information that identifies an
individual, such as name, social security number or other government issued identification number,
date of birth, mother’s maiden name, unique biometric data, unique electronic identification
number, address, or telecommunication number, and (iv) all other information that is the subject of
special legal or regulatory security requirements, both in effect as of the Effective Date and as
subsequently enacted.

“Service Commencement Date” means the date Rackspace generates an e-mail message to Customer that
provides access codes and passwords for use in connection with the Managed Hosting Service and the
Managed Hosting Service is operating in accordance with the Agreement.

“Service Level Agreement” means the Service Level Agreement incorporated by reference in the
Service Order Form, as it may be amended from time to time by written agreement of the parties. If
there is more than one Service Order Form for a configuration, then the Service Level Agreement
incorporated by reference in the most recently executed Service Order Form shall govern the entire
configuration.

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“Service Order Form” means a Rackspace Service Order Form that incorporates this Master Services
Agreement by reference and that has been accepted by Customer, as it may be amended from time to
time in accordance with the Agreement.

“Service” or “Services” means the Managed Hosting Service and any Supplemental Service(s) (as
defined in Section 2) provided by Rackspace to Customer pursuant to the Agreement.

“Supplemental Services” means the services described in Section 2(b).

“Support” means: (i) management of the Services by a service delivery team that includes a team
leader, account manager, and support specialists with training and experience in hosting systems,
(ii) availability of live support twenty four hours per day, seven days per week, year round; and
(iii) use of the Rackspace Customer portal.

“Term” means the Initial Term and any Renewal Term or Extended Term, collectively.

2. Services.

     (a) Managed Hosting Services. Contingent upon Customer’s satisfaction of Rackspace’s credit
approval requirements and on Rackspace’s verification of the information provided by Customer for
the purpose of establishing the Service, Rackspace agrees to provide the Managed Hosting Service in
accordance with the terms of each Service Order Form entered into pursuant to the Agreement and the
other terms of the Agreement.

     (b) Supplemental Services. In addition, Rackspace may from time to time perform certain
additional services on an hourly or fixed fee basis, such as customization of the Managed Hosting
Service at Customer’s request, and other professional technical services. Supplemental Services
will be performed only on Customer’s advance written approval and will be invoiced at Rackspace’s
published rates or other rates approved in advance in writing by Customer. Rackspace may also
perform services as described in the AUP for the fees stated in the AUP as necessary to remediate
problems caused by AUP violations without obtaining advance Customer consent.

3. Term. This Master Services Agreement shall remain in effect for so long as any Service Order
Form incorporating this Master Services Agreement is in effect. The term of each Service Order
Form begins on the Service Commencement Date for that Service Order Form and continues for the
period stated in that Service Order Form (the “Initial Term”). Rackspace and Customer may agree to
one or more additional terms having a fixed number of months to follow the expiration of the
Initial Term (each a “Renewal Term”). If upon expiration of the Initial Term no Renewal Term has
been established by agreement of the parties, the Service Order Form shall automatically renew for
successive extended terms of thirty (30) days each (each an “Extended Term”) until Rackspace or
Customer provides the other with thirty (30) days advance written notice of non-renewal.

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4. Payments.

     (a) Fees. Customer agrees to pay the fees stated in the Service Order Form and fees for any
Supplemental Services as described in Section 2(b) above. Rackspace’s first invoice under a
Service Order Form shall include set up fees and a prorated part of the monthly recurring fee from
the Service Commencement Date to the last day of the calendar month. Following the Service
Commencement Date, monthly recurring fees shall be invoiced in advance on or around the first day
of each calendar month, and are due [**] days from Customer’s receipt of an invoice. Invoices for
Supplemental Services, excess data transfer, reinstatement of service, switching and upgrade fees
and other non-recurring amounts are due [**] days from Customer’s receipt of an invoice. Following
expiration of the Initial Term, unless Rackspace and Customer have agreed to a Renewal Term as
described in Section 3 above, Rackspace may modify the monthly recurring fees for the
Managed Hosting Service on thirty (30) days advance written notice. Fees not disputed within one
hundred eighty (180) days of due date are conclusively deemed accurate. Payments must be made in
United States dollars.

     (b) Collections. Rackspace may suspend any or all Services on [**] days’ advance written
notice to Customer if payment for any Service is overdue by more than [**] days. Customer agrees
to pay Rackspace’s then current reinstatement fee following a suspension of Service for
non-payment. Rackspace may charge interest on amounts that are overdue by [**] days or more at the
lesser of 1% per month or the maximum non-usurious rate under applicable law. Customer agrees to
pay Rackspace’s reasonable costs of collection of overdue amounts, including collection agency
fees, attorneys’ fees and court costs.

     (c) Early Termination. Customer acknowledges that the amount of the monthly recurring fee for
the Managed Hosting Service is based on Customer’s agreement to pay the monthly recurring fees for
the entire Term. Without limiting any other remedy available to Rackspace arising from an early
termination of the Agreement, in the event Rackspace terminates the Agreement for Customer’s breach
of the Agreement in accordance with Section 13(b) (i) — (iii) (Termination), or Customer
terminates the Managed Hosting Service other than in accordance with Section 13(a) (i)
- (iii) (Termination), all fees due under the Agreement, including the monthly
recurring fees for the remaining part of the Term, are due thirty (30) days following termination
of the Managed Hosting Service.

     (d) Taxes. Customer shall remit to Rackspace all sales, VAT or similar tax imposed on the
provision of the Services (but not in the nature of an income tax on Rackspace) regardless of
whether Rackspace fails to collect the tax at the time the related Services are provided. Customer
will provide such information and documentation reasonably requested by Rackspace to determine
whether Rackspace is obligated to collect VAT from Customer.

5. Customer Obligations. Customer agrees to do all of the following at its expense:

     (a) Security Precautions. Use reasonable security precautions in connection with its use of
the Services (including encrypting any Protected Information transmitted to or from, or stored by
Customer on, the servers or storage devices used by Customer) and, if Customer resells Rackspace’s
Services, require its customers and end users to use reasonable security precautions;

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     (b) Law, AUP. Comply with all legal requirements applicable to Customer’s use of the Services
and with the AUP, and if Customer resells Rackspace’s Service, require its customers and end users
to comply with applicable legal requirements and the AUP; and

     (c) Investigation of AUP. Cooperate with Rackspace’s reasonable investigation of any
suspected violation of the AUP.

6. AUP. Customer agrees that Rackspace may, in its reasonable commercial judgment, amend the AUP
from time to time to further detail or describe reasonable restrictions and conditions on
Customer’s use of the Services. Amendments to the AUP are effective on the earlier of Rackspace’s
notice to Customer that an amendment has been made, or the beginning of any Renewal Term or
Extended Term. However, if: (i) the amendment would materially and adversely affect Customer,
(ii) Customer provides Rackspace with a written notice describing its objection to the amendment in
reasonable detail within [**] Business Days of the effective date of the amendment, and (iii)
Rackspace does not agree to waive the amendment as to Customer within five (5) Business Days of
Customer’s notice, then Customer may terminate the Agreement without liability as provided in
Section 13 (a)(iii) (Termination).

7. Suspension of Service. Customer agrees that Rackspace may suspend Services to Customer without
liability if: (i) Rackspace reasonably believes that the Services are being used in violation of
the Agreement or applicable law; (ii) Customer fails to cooperate with any reasonable Rackspace
investigation of any suspected violation of the AUP; (iii) there is a denial of service attack on
Customer’s servers or other event for which Rackspace reasonably believes that the suspension of
Services is necessary to protect its network or its other customers; or (iv) requested by a law
enforcement or government agency. Information on Rackspace’s servers will be unavailable during a
suspension of Services. Rackspace shall give Customer written notice of a suspension under this
Section, which notice shall be at least forty eight (48) hours in advance of the suspension unless
a law enforcement or government agency directs otherwise or suspension on shorter or
contemporaneous notice is necessary to protect Rackspace or Rackspace’s other customers from an
imminent and significant risk. Rackspace shall not suspend the Services if the grounds for the
suspension is cured during the notice period, and shall promptly reinstate suspended Services when
the grounds for the suspension are cured.

8. Representations and Warranties.

     (a) Reciprocal. Rackspace represents and warrants to Customer, and Customer represents and
warrants to Rackspace, that: (i) it has the power and authority and the legal right to enter into
the Agreement and to perform its obligations under the Agreement; (ii) it has taken all necessary
action on its part to authorize the execution and delivery of the Agreement; and, (iii) the
execution and delivery of the Agreement and the performance of its obligations hereunder do not
conflict with or violate applicable laws or regulations, and do not conflict with or constitute a
default under its charter documents. If Customer is an individual, Customer represents and
warrants that he or she is at least eighteen (18) years of age and has the legal capacity to enter
into the Agreement.

     (b) Customer. Customer represents and warrants to Rackspace that: (i) the information Customer
has provided for the purpose of establishing an account with Rackspace is

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accurate; (ii) Customer will not use the Services for the development, design, manufacture, production, stockpiling, or use
of nuclear, chemical or biological weapons, weapons of mass destruction, or missiles, in a country
listed in Country Groups D: 4 and D:3, as set forth in Supplement No. 1 to Part 740 of the United States Export Administration Regulations, (iii)
Customer shall not provide administrative access to the Service to any person (including any
natural person or government or private entity) that is located in or is a national of any
embargoed or highly restricted country under United States export regulations, which include, as of
December 2007, Cuba, Iran, and Sudan, (iv) Customer is not on the United States Department of
Treasury, Office of Foreign Asset Controls list of Specially Designated Nationals and Blocked
Persons; and (v) Customer shall perform its security and other obligations stated in Section
5 above.

9. Unauthorized Use of Service. Rackspace agrees only to perform the specific security services
described in the Service Order Form and other part of the Agreement. Customer is otherwise
responsible for the security of the servers provided pursuant to this Agreement. Customer shall be
responsible for unauthorized use of the Services by any person, unless such unauthorized use
results from Rackspace’s failure to perform its obligations under the Agreement.

10. Indemnification. The parties agree that the indemnification obligations defined in this
Section shall be in lieu of and supersede any indemnification obligations that may otherwise exist
by law.

     (a) Customer. Customer agrees to indemnify and hold harmless Rackspace, Rackspace’s
affiliates, and each of their respective officers, directors, attorneys, agents, and employees from
and against any and all claims, requests for injunctive relief, demands, liabilities, obligations,
losses, damages, penalties, fines, punitive damages, amounts in interest, expenses and
disbursements of any kind and nature whatsoever (including reasonable attorneys’ fees) brought by a
third party under any theory of legal liability arising out of or related to any of the following:
(i) actual or alleged use of the Services in violation of: (A) the AUP, (B) any other part of the
Agreement, or (C) applicable law, by any person regardless of whether such person has been
authorized to use the Services by Customer, except for unauthorized use that results from
Rackspace’s negligence or failure to perform its obligations under the Agreement, (ii) actual or
alleged breach by Customer of its obligations to its customers or end users; and (iii) any dispute
between persons who claim to have authority to act for Customer in connection with the control of
Customer’s account with Rackspace.

     (b) Reciprocal. Each party agrees to indemnity and hold harmless the other party, the other
party’s affiliates, and each of their respective officers, directors, attorneys, agents, and
employees from and against any and all claims, requests for injunctive relief, demands,
liabilities, obligations, losses, damages, penalties, fines, punitive damages, amounts in interest,
expenses and disbursements of any kind and nature whatsoever (including reasonable attorneys’ fees)
brought by a third party under any theory of legal liability arising out of or related to the
indemnifying party’s actual or alleged: (i) gross negligence, (ii) willful misconduct; and (iii)
infringement or misappropriation of a third party’s copyright, trade secret, patent, trademark, or
other proprietary right.

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     (c) Procedures. A party seeking indemnification under this Section shall provide prompt notice
of its claim for indemnification to the indemnifying party; provided, however, that failure to give
prompt notice shall not affect the indemnifying party’s obligations under this Section unless and
to the extent that the failure materially prejudices the defense of the matter. The indemnified
party will have the right to select counsel to defend it in respect of any indemnified matter under
this Section; provided, however, that the counsel selected must be qualified to defend the
indemnified matter in the reasonable judgment of the indemnified party. The indemnifying party
shall reimburse the indemnified party for actual fees and expenses incurred by the indemnified
party to defend an indemnified matter, including the reasonable fees and expenses of outside
counsel retained by the indemnified party. The indemnified party will keep the indemnifying party
informed of the status of any litigation or dispute resolution procedure, will give reasonable
consideration to the suggestions and requests of the indemnifying party with respect to the conduct
of the litigation or dispute resolution procedure, and will not settle any matter covered by this
Section without the prior consent of the indemnifying party, which shall not be unreasonably
withheld. Notwithstanding anything in this Section to the contrary, if Rackspace is indemnifying
multiple customers related to the subject matter of the indemnification, the indemnifying party
shall have the right to seek consolidation of all such actions and to select counsel to defend the
actions. Amounts due under this Section shall be paid as incurred and may be offset against other
amounts due under the Agreement.

11. Disclaimers.

     (a) RACKSPACE DOES NOT WARRANT OR REPRESENT THAT THE SERVICES WILL BE UNINTERRUPTED,
ERROR-FREE, OR COMPLETELY SECURE. CUSTOMER ACKNOWLEDGES THAT THERE ARE RISKS INHERENT IN INTERNET
CONNECTIVITY THAT COULD RESULT IN THE LOSS OF CUSTOMER’S PRIVACY, CONFIDENTIAL INFORMATION, AND
PROPERTY.

     (b) TO THE EXTENT PERMITTED BY APPLICABLE LAW, RACKSPACE DISCLAIMS ANY AND ALL WARRANTIES NOT
EXPRESSLY STATED IN THE AGREEMENT INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR
A PARTICULAR PURPOSE, AND NONINFRINGEMENT. CUSTOMER IS SOLELY RESPONSIBLE FOR THE SUITABILITY OF
THE SERVICES CHOSEN. ALL GOODS AND SERVICES ARE PROVIDED ON AN “AS IS” BASIS, EXCEPT AS EXPRESSLY
STATED IN THE SERVICE LEVEL AGREEMENT OR OTHER PART OF THE AGREEMENT.

     (c) RACKSPACE WILL NOT BACK UP CUSTOMER’S DATA STORED ON ANY DEVICE UNLESS BACK UP SERVICES
ARE PURCHASED.

12. Limitation of Damages. The parties agree that the allocations of risk made in this Section are
reasonable and that they would not enter into the Agreement without these limitations on liability.

     (a) THE CREDITS DESCRIBED IN THE SERVICE LEVEL AGREEMENT AND SERVICE ORDER FORM ARE CUSTOMER’S
SOLE REMEDIES FOR RACKSPACE’S FAILURE TO MEET THE GUARANTIES STATED IN THOSE DOCUMENTS, UNLESS

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SUCH FAILURE IS DUE TO RACKSPACE’S INTENTIONAL BREACH OF THE AGREEMENT OR WILLFUL MISCONDUCT. THIS
PROVISION DOES NOT LIMIT CUSTOMER’S RIGHT TO TERMINATE THIS AGREEMENT AS PROVIDED IN SECTION 13
(TERMINATION) BELOW IF SUCH FAILURE(S) CONSTITUTE A MATERIAL BREACH OF THE AGREEMENT.

     (b) EXCEPT FOR THE CREDITS DESCRIBED IN THE SERVICE LEVEL AGREEMENT, RACKSPACE SHALL NOT BE
LIABLE TO THE CUSTOMER FOR HARM CAUSED BY OR RELATED TO CUSTOMER’S USE OF THE SERVICES (AS SUCH
TERM IS DEFINED IN SECTION 1 ABOVE) OR INABILITY TO USE THE SERVICES UNLESS THE HARM WAS CAUSED BY
RACKSPACE’S INTENTIONAL BREACH OF THE AGREEMENT, GROSS NEGLIGENCE OR WILLFUL MISCONDUCT.

     (c) CUSTOMER HEREBY RELEASES RACKSPACE FROM ANY LIABILITY FOR LOSS OF DATA TO THE EXTENT THAT
THE DATA HAS CHANGED SINCE THE TIME THAT RACKSPACE WAS LAST REQUIRED BY THE AGREEMENT TO PERFORM A
BACK UP.

     (d) NEITHER PARTY (NOR ITS EMPLOYEES, AGENTS, SUPPLIERS OR AFFILIATES) SHALL BE LIABLE TO THE
OTHER FOR ANY LOST PROFITS, OR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL LOSS OR DAMAGE
OF ANY KIND, OR FOR DAMAGES THAT COULD HAVE BEEN AVOIDED BY THE USE OF REASONABLE DILIGENCE,
ARISING IN CONNECTION WITH THE AGREEMENT, EVEN IF THE PARTY HAS BEEN ADVISED OR SHOULD BE AWARE OF
THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL EITHER PARTY BE LIABLE TO THE OTHER FOR ANY
PUNITIVE DAMAGES.

     (e) NOTWITHSTANDING ANYTHING ELSE IN THE AGREEMENT TO THE CONTRARY, EXCEPT FOR RACKSPACE’S
OBLIGATION TO INDEMNIFY CUSTOMER UNDER SECTION 10(b) (INDEMNIFICATION/RECIPOROCAL) ABOVE, AND
CLAIMS BASED ON RACKSPACE’S WILLFUL MISCONDUCT, THE MAXIMUM AGGREGATE MONETARY LIABILITY OF
RACKSPACE AND ANY OF ITS EMPLOYEES, AGENTS SUPPLIERS, OR AFFILIATES, UNDER ANY THEORY OF LAW
(INCLUDING BREACH OF CONTRACT, TORT, STRICT LIABILITY, AND INFRINGEMENT) SHALL NOT EXCEED TWELVE
TIMES THE MONTHLY RECURRING FEE PAYABLE UNDER THE SERVICE ORDER FORM(S) IN EFFECT AT THE TIME OF THE OCCURENCE OF THE EVENT(S) GIVING RISE TO
THE CLAIM.

13. Termination.

     (a) Customer. The Agreement may be terminated by Customer prior to the expiration of the
Initial Term or Renewal Term without liability (except for amounts due for Services through the
effective date of termination) as follows: (i) Rackspace fails in a material way to provide the
Managed Hosting Service in accordance with the terms of the Agreement and does not cure the failure
within ten (10) days of Customer’s written notice describing the failure in reasonable detail; (ii)
Rackspace materially violates any other provision of the Agreement and fails to cure the violation
within thirty (30) days of Customer’s written notice describing the

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violation in reasonable detail; (iii) upon thirty (30) days advance written notice in the event of an amendment to the AUP that
materially and adversely affects Customer and that is not waived by Rackspace as provided in
Section 6 (AUP); or (iv) there are three or more material breaches of the Service Level
Agreement during any rolling ninety (90) day period, provided that notice of termination on such
grounds is given no later than thirty (30) days following the occurrence of the third event.

     (b) Rackspace. The Agreement may be terminated by Rackspace prior to the expiration of the
Initial Term or Renewal Term, without liability as follows: (i) upon ten days written notice if
Customer is overdue by more than [**] days on the payment of any amount due under the Agreement;
(ii) Customer materially violates any other provision of the Agreement, including the AUP, and
fails to cure the violation within thirty (30) days of a written notice from Rackspace describing
the violation in reasonable detail; (iii) upon five (5) Business Days notice if Customer’s Service
is used in violation of a material term of the AUP more than twice; or (iv) upon reasonable notice
of at least ninety (90) days if Rackspace is threatened with a legal claim for copyright or patent
infringement related to the provision of the Service and is unable to modify the Service in a way
that avoids an ongoing risk of liability.

14. Confidentiality.

     (a) Confidential Information. “Confidential Information” means all information disclosed by
one party to the other, whether before or after the execution of the Agreement, that the recipient
should reasonably understand to be confidential including: (i) for Rackspace, Rackspace’s
unpublished prices and other terms of service, audit and security reports, server configuration
designs, data center designs (including non-graphic information observed by Customer on a tour of a
data center), and other proprietary technology, (ii) for Customer, content transmitted to or from,
or stored by Customer on, Rackspace’s servers, and (iii) with respect to both parties, other
information that is conspicuously marked as “confidential” or if disclosed in non-tangible form, is
verbally designated as “confidential” at the time of disclosure and confirmed as confidential in a
written notice given within thirty (30) day of disclosure; but excluding any information which is
independently developed by a non-disclosing party as shown by such party’s written business records, is or becomes generally available to the
non-disclosing party or the public other than through violation of the Agreement.

     (b) Use and Disclosure. Each party agrees not to use the other party’s Confidential
Information except in connection with the performance or use of the Services, or the exercise of
its rights under this Agreement, or to disclose the other’s confidential information to any third
party except as provided in subsection (d) below and to its service providers, agents and
representatives who need to know the information to represent or advise it with respect to the
subject matter of the Agreement; and provided that such service providers, agents and
representatives are bound by confidentiality restrictions at least as stringent as those stated in
the Agreement.

     (c) Rackspace’s Use of Customer’s Name. Rackspace may not publicly disclose that Rackspace
is providing services to Customer or include Customer’s name in promotional materials, including
press releases and on Rackspace’s Web site, without Customer’s prior written consent.

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     (d) Disclosure of Confidential Information. Notwithstanding anything to the contrary above,
Customer agrees that Rackspace may, without notice, (i) report to the appropriate authorities any
conduct by Customer (or Customer’s customers or end users) that Rackspace reasonably believes
violates applicable law, and (ii) provide any information, including Confidential Information, it
has about Customer or its customers or end users that it is required by law or regulation to
disclose, or in response to a formal or informal request from a law enforcement or government
agency. Rackspace may provide any information, including Confidential Information, it has about
Customer or its customers or end users in response to a formal request in a civil action that on
its face meets the requirements for such a request.

15. Software. Customer agrees not to remove, modify or obscure any copyright, trademark or other
proprietary rights notices that appears on any software provided by Rackspace. Customer may not
reverse engineer, decompile, or disassemble any Rackspace provided software, except and only to the
extent that such activity is expressly permitted by applicable law notwithstanding this limitation
and then following at least ten (10) days advance written notice, or is permitted by the terms of
any “open source” license that governs the use of the software. If the Service Order Form
indicates that Rackspace uses Microsoft software to provide the Services, Customer agrees to the
Customer License Terms for Microsoft software that appear at
http://www.rackspace.com/aboutus/legal/microsoftlicense.php, and agrees that if it resells the
Services it will require each of its customers to agree to those terms.

16. Third Party Products. As a convenience to Customer, Rackspace may from time to time, either as
part of its Integrated Solution Partner Program or otherwise, arrange for Customer’s purchase or
license of third party software, services, and other products not included as part of the Service,
and/or may provide support to Customer in relation to those products. RACKSPACE MAKES NO
REPRESENTATIONS OR WARRANTY WHATSOEVER REGARDING SUCH THIRD PARTY PRODUCTS AND RELATED SUPPORT SERVICES AND AS BETWEEN RACKSPACE AND
CUSTOMER SUCH SERVICES ARE PROVIDED “AS IS.” Customer’s use of third party software, services, and
other products is governed by the terms of any license or other agreement between Customer and the
third party.

17. Notices. Notices to Rackspace under the Agreement shall be given in writing via electronic
mail or established and well-known express courier to

	 	 	 
	 

	 	legalnotice@rackspace.com
	 

	 	General Counsel
	 

	 	Rackspace, Ltd.
	 

	 	9725 Datapoint Drive, Suite 100
	 

	 	San Antonio, TX, 78229

Notices to Customer shall be given via electronic mail to the individual designated as the Contact
on the Service Order Form or by means reasonable under the circumstances, including an e-mail to a
known contact. Notices of amendments to the AUP may be given by posting a conspicuous notice of
the amendment on the Customer’s MyRackspace portal. Notices are deemed received on the day
delivered, or if that day is not a Business Day, as of the beginning of the first Business Day
following the day delivered, except that notices of amendments to the AUP that are posted on
Customer’s MyRacksapce portal shall be deemed effective as of the first time that Customer

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logs on to its MyRackspace portal after the time that the notice is first posted. Notices must be given in
the English language.

18. Miscellaneous.

     (a) Solicitation of Rackspace Employees. Customer agrees that it shall not solicit any
Rackspace employee with whom Customer has had direct contact in connection with this Agreement for
employment with Customer or any other person during the term of this Agreement and for [**]
following termination of this Agreement. Notwithstanding the foregoing, Customer shall not be
precluded from (i) hiring an employee of Rackspace who independently approaches Customer, or (ii)
conducting general recruiting activities, such as participation in job fairs or publishing
advertisements in publications or on Web sites for general circulation. In the event of a
violation of this provision, in addition to any other right Rackspace may have at law or in equity,
Customer shall make a one-time payment to Rackspace in the amount of [**] percent ([**]%) of the
employee’s base salary for one year.

     (b) Ownership. Each party acknowledges and agrees that the other party retains exclusive
ownership and rights in its trade secrets, inventions, copyrights, and other intellectual property,
and that Rackspace shall own any intellectual property that it may develop in the course of
performing the Services. Customer does not acquire any ownership interest or rights to possess
Rackspace’s server(s) or other hardware, and has no right of physical access to the hardware. Upon
termination of the Agreement, Customer agrees to promptly release any Internet protocol numbers, addresses or address blocks assigned to Customer in connection with
the Service (but not any URL or top level domain or domain name) and agrees that Rackspace may take
steps to change or remove any such IP addresses.

     (c) Governing Law, Jurisdiction, Venue, Restrictions. The Agreement shall be governed by the
laws of the State of New York, exclusive of its choice of law principles, and the laws of the
United States of America, as applicable. The Agreement shall not be governed by the United Nations
Convention on the International Sale of Goods. A party bringing a legal claim or request for
relief under this Agreement must bring it in the State and county of the other party’s principal
place of business. The parties agree not to dispute the personal jurisdiction of a court sitting
in such state, and agree that venue is proper in such county.

     (d) Modifications. Except for the following, the Agreement may be amended only by a formal
written agreement signed by both parties: (i) amendments of the AUP as described in Section
6, above, and (ii) changes to the “Server Specifications,” “Software and Services,” and fees
sections of an existing Service Order Form may be made by an exchange of correspondence (including
electronic mail) that includes both parties’ express consent to the change. The terms on either
party’s purchase order or other business forms are not binding on the other party unless they are
expressly incorporated into a formal written agreement signed by both parties.

     (e) Non-Waiver. A party’s failure or delay in enforcing any provision of the Agreement will
not be deemed a waiver of that party’s rights with respect to that provision or any other provision
of the Agreement. A party’s waiver of any of its rights under the Agreement is not a waiver of any
of its other rights with respect to a prior, contemporaneous or future occurrence, whether similar
in nature or not.

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     (f) Construction. The captions in the Agreement are not part of the Agreement, but are for
the convenience of the parties. The use of the word “including” in the Agreement shall be read to
mean “including without limitation.”

     (g) Counterparts. Any documents signed in connection with the Agreement may be signed in
multiple counterparts, which taken together will constitute one original. Facsimile signatures or
signatures on an electronic image, such as .pdf or .jpg format, shall be deemed to be original
signatures.

     (h) Survival. The following provisions will survive expiration or termination of the
Agreement: fees, indemnity obligations and any provision that is made the basis of a claim for
indemnification, confidentiality obligations, provisions limiting liability and disclaiming
warranties, provisions regarding ownership of intellectual property, these miscellaneous
provisions, and other provisions that by their nature are intended to survive termination of the
Agreement.

     (i) Force Majeure. Neither party shall be in default of any obligation under the Agreement if
the failure to perform the obligation is due to any event beyond that party’s control, including
significant failure of a part of the power grid, significant failure of the Internet, natural
disaster, war, riot, insurrection, epidemic, strikes or other organized labor action, terrorist
activity, or other events of a magnitude or type for which precautions are not generally taken in
the industry.

     (j) No Third Party Beneficiaries. There are no third party beneficiaries to the Agreement.
Neither insurers nor the customers of resellers are third party beneficiaries to the Agreement.
Customer may authorize its subsidiaries and affiliates to use the Services, provided that no such
person shall be a third party beneficiary of the Agreement or otherwise be in privity of contract
with Rackspace, and Customer shall be responsible for use of the Services by its affiliates and
subsidiaries to the same extent as if Customer had been using the Service itself.

     (k) Severability. In the event any term of this Agreement is held unenforceable by a court
having jurisdiction, the remaining part of the Agreement will remain in full force and effect,
provided that the Agreement without the unenforceable provision(s) is consistent with the material
economic incentives of the parties leading to the Agreement.

     (l) Relationship Between the Parties. The parties are independent contractors and not
partners or joint venturers. Neither party is the agent of the other and neither party may
represent to any person that it has the power to bind the other on any agreement. The Agreement is
non-exclusive. Rackspace may provide service to any person, including a competitor of Customer.

     (m) Assignment. Neither party may transfer the Agreement without the other party’s prior
written consent except as part of an internal corporate reorganization or a transaction by which
all or substantially all of that party’s assets are transferred to a third party; provided that if
a party assigns the Agreement to a competitor of the other party without the other party’s consent
as part of such a transaction, the other party shall have the right to terminate the Agreement by
giving notice of termination on such grounds within thirty (30) days of the date that it is
notified

Page  11 of 12 

 

of the assignment or pending assignment. Such a termination shall be without liability except
for fees due for Services provided as of the effective time of termination.

     (n) Notice of Changes to Documents. Customer represents that it has not made any change to
the final signed Service Order Form or other documents constituting the Agreement that have not
been brought to the attention of Rackspace via a redlined document, e-mail correspondence or other
means reasonably calculated to put Rackspace on notice of the change.

     (o) Language. Les parties aux présentés conferment leur volonté que cette convention de même
que tous les documents y compris tout avis qui shy rattaché, soient redigés en langue anglaise.
(Translation: “The parties confirm that this agreement and all related documentation is and will
be in the English language.”)

     (p) Agreement. The Service Order Form(s), Service Level Agreement, Rackspace’s AUP and any
Rackspace Addendum to this Master Services Agreement accepted by Customer are hereby incorporated
in this Master Services Agreement by reference and together collectively constitute the Agreement.
The Agreement is the complete and exclusive agreement between the parties regarding its subject
matter and supersedes and replaces any prior agreement, understanding or communication, written or
oral.

Executed to be effective the 31 day of March, 2007.

	 	 	 	 	 	 	 	 	 
	Rackspace, Ltd.	 	 	 	Gomez, Inc.
	 
	 	 	 	 	 	 	 	 
	By:

	 	/s/ Alan Schoenbaum 	 	 	 	By:
	 	/s/ Jaime W. Ellertson
	 

	 	 
	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 
	Name:

	 	Alan Schoenbaum 	 	 	 	Name:
	 	Jaime W. Ellertson
	 

	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 
	Title:

	 	Sr. Vice-President General Counsel 	 	 	 	Title:
	 	CEO
	 

	 	 	 	 	 	 	 	 

Page  12 of 12 

 

INTENSIVE SLA

Intensive Service Level Agreement

Gomez

This Intensive Service Level Agreement (“SLA”) sets expectations between the
parties concerning the levels of Intensive hosting services to be provided by
Rackspace. This SLA is attached to and incorporated by reference into the
Service Order Form signed by Customer and Rackspace Ltd. doing business as
Rackspace Managed Hosting (“Rackspace”) and is subject to all terms and
conditions set forth in the Master Services Agreement (“MSA”) referred to
therein. Capitalized terms used and not defined herein shall have the meanings
given them in the MSA.

NOTICE

RACKSPACE HAS PREPARED THIS DOCUMENT FOR USE SOLELY BY RACKSPACE PERSONNEL AND AUTHORIZED CUSTOMERS
AND PARTNERS. THE CONTENT CONTAINED HEREIN IS THE PROPERTY OF RACKSPACE AND SHALL NOT BE
REPRODUCED IN WHOLE OR IN PART. USE OF THE CONTENT CONTAINED HEREIN, OTHER THAN AS PROVIDED IN THE
MSA OR IN A PARTNER AGREEMENT, IS PROHIBITED.

Only the following components of the service offering are covered under this SLA.

	 	 	 	 	 
	SECTION	 	COMPONENT	 	DESCRIPTION
	1

	 	Superstructure
	 	Guarantees availability and
performance of the
datacenter, network and other
infrastructure.
	 
	 	 	 	 
	2

	 	Servers & Devices
	 	Guarantees repair and
replacement of hardware
components in a Customer’s
hosted configuration.
	 
	 	 	 	 
	3

	 	Security & Patching
	 	Guarantees the timely
application of all relevant
security patches to the
operating system, supported
applications, and related
components of a hosted
configuration.
	 
	 	 	 	 
	4

	 	Backup & Restore
	 	Guarantees backup and restore
procedures, delivery
guidelines, and response time
for a data restoration event.
	 
	 	 	 	 
	5

	 	Monitoring & Response
	 	Guarantees monitoring of
Customer’s hosted
configuration and response to
monitoring events.

	1.	 	SUPERSTRUCTURE

	 	1.1.	 	Datacenter

This section of the SLA covers
operational status of the datacenters
including electrical power,
environmental systems, and physical
security.

	 	 	 
	 

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INTENSIVE SLA

1.1.1. Power Availability — A/C Power systems in the datacenter are designed to run
uninterrupted, including during a utility power outage.

A/C power to the outbound port on Customer serving
power distribution unit (PDU) is guaranteed to be
available 100% of the time in a calendar month.

Remedy: In the event that Rackspace fails to provide
A/C power [**]% of the time in a calendar month and
such failure directly and adversely affects
Customer’s hosted configuration, Customer is entitled
to a credit in the amount of [**]% of the monthly
recurring fee for the first [**] of power outage,
[**]% of the monthly recurring fee for the second
[**] of power outage, [**]% of the monthly recurring
fee for the third [**] of power outage, [**]% of the
monthly recurring fee for the fourth [**] of power
outage, and an additional [**]% of the monthly
recurring fee if power outages exceed [**] in a
calendar month (up to [**]% of Customer’s monthly
recurring fee for the month in which the outage(s)
occur) for the affected component(s).

1.1.2. HVAC Quality and Availability (Heating Ventilation and Air Conditioning) —
Target ambient room temperature will be [**] Degrees F in the server area of the
datacenter. Ambient room temperature will not vary by more than +/- [**] degrees.
Relative humidity will be targeted for [**]% in the server area. Relative humidity
will not vary by more than +/- [**]%.

Rackspace guarantees that the HVAC facilities will
provide adequate cooling [**]% of the time in a
calendar month.

Remedy: In the event that the HVAC systems fail to
maintain adequate cooling for Customer’s hosted
configuration in a calendar month and such failure
directly and adversely affects Customer’s hosted
configuration, Customer is entitled to a credit in
the
amount of [**]% of the monthly recurring fee for the
first [**] of HVAC outage, [**]% of the monthly
recurring fee for the second [**] of HVAC outage,
[**]% of the monthly recurring fee for the third [**]
of HVAC outage, [**]% of the monthly recurring fee
for the fourth [**] of HVAC outage, and an additional
[**]% of the monthly recurring

	 	 	 
	 

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INTENSIVE SLA

fee if HVAC outages
exceed [**] in a calendar month (up to [**]% of the
monthly recurring fee for the month in which the
outage(s) occur) for the affected components.

	 	1.1.3.	 	Physical Security

	 	1.1.3.1.	 	No Public Access — Public access to Rackspace data centers is
strictly forbidden. Only our data center operations engineers and
other authorized personnel are allowed in the server areas of Rackspace
data centers.
	 
	 	1.1.3.2.	 	24/7 Manned Coverage — Authorized Rackspace personnel are on site
at each of its datacenters 24/7/365 to provide support and response to
any emergencies or critical events.
	 
	 	1.1.3.3.	 	Biometric and Proximity Access Controls — Access to Rackspace data
centers is strictly controlled through the use of biometric scanners
and proximity access cards.
	 
	 	1.1.3.4.	 	Fire Detection and Suppression — Rackspace data centers are
equipped with sophisticated fire detection and suppression systems.
The objective is to prevent and suppress potential causes of fires
through the use of early detection systems. In the event of an actual
fire, Rackspace utilizes advanced fire suppression systems to suppress
fire.

Remedy: In the event that Rackspace security
measures materially fail to meet the physical
security standards set forth in section 1.1.3
above, and such failure directly and
adversely affects Customer’s hosted
configuration, Customer is entitled to a [**]
credit in the amount of $[**].

	 	1.2.	 	Network

1.2.1. Network Availability — Rackspace’s data center network infrastructure is
guaranteed to be available [**]% of the time in a calendar month. Network
infrastructure is defined as the portion of the network extending from the outbound
port on the customer cabinet switch to the outbound port on the border router.
Network Availability is defined as the ability to pass TCP/IP traffic with less than
[**]% packet loss and less than [**] latency across the Rackspace network
infrastructure.

Rackspace guarantees [**]% availability of all
components of the network infrastructure including
switches, routers, and cabling and guarantees packet

	 	 	 
	 

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INTENSIVE SLA

loss of less than [**]% and latency of less than [**]
across the Rackspace network infrastructure.

Remedy: In the event that Network Availability falls
below the standards outlined in a given calendar
month and this failure directly and adversely affects
Customer’s hosted environment, Customer is entitled
to a credit in the amount of [**]% of the monthly
recurring fee for the first [**] of network downtime,
[**]% of the monthly recurring fee for the second
[**] of network downtime, [**]% of the monthly
recurring fee for the third [**] of network downtime,
[**]% of the monthly recurring fee for the fourth
[**] of network downtime, and [**]% of the monthly
recurring fee if network downtime exceeds [**] in a
calendar month (up to [**]% of the monthly recurring
fee for the month in which the network downtime
occurs) for the affected component(s).

2. SERVERS AND DEVICES

	 	2.1.	 	Server Hardware

Server Hardware replacement -
Rackspace guarantees the proper
functioning of all hardware components
provided by Rackspace and will replace
any failed component or component
performing sub-optimally at no cost to
Customer. Hardware replacement will
begin when a Rackspace technician
identifies that a problem exists, and
is guaranteed to be complete within
[**]. Server Hardware is defined as
the processor(s), RAM, hard disk(s),
motherboard and NIC card. This
guarantee excludes the time required
to rebuild a RAID array, reload the
operating system, reload and configure
applications, and/or restore from
backup (if necessary).

	 	 	 
	 

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INTENSIVE SLA

Remedy: In the event that Rackspace
fails to replace Server Hardware
within one hour of problem
identification by Rackspace and such
failure directly and adversely affects
Customer’s hosted configuration,
Customer is entitled to a credit in
the amount of [**]% of the monthly
recurring fee for the first [**]% of
the monthly recurring fee for the [**]
following the first [**]% of the
monthly recurring fee for the [**]
following the first [**]% of the
monthly recurring fee for the [**]
following the [**], and [**]% of the
monthly recurring fee if downtime
exceeds [**] in a calendar month (up
to [**]% of customer’s monthly
recurring fee for the month in which
the problem occurs) for the affected
components). For purposes of this
Remedy, the credits begin to accrue
following the first one hour after
problem identification.

In the event of a Server Hardware
failure, Rackspace will pay for the
replacement piece of the failed Server
Hardware.

2.2. Network Device Management

Rackspace manages and maintains the
advanced network devices in Customer’s
configuration. A default device
configuration is implemented at the
time of initial installation of
advanced network devices in Customer’s
configuration unless otherwise
specified by Customer. Changes to the
default configuration must be
specifically requested in writing by
Customer.

Firewalls are managed and monitored
24/7/365 by Rackspace security
engineers. The initial

	 	 	 
	 

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INTENSIVE SLA

firewall
rule-set adheres to a strict
“default-deny” policy which means that
only a select few TCP/UDP ports are
open on the firewall for remote
management purposes. The opening of
additional ports must be specifically
requested in writing by Customer.

Basic configuration changes are
guaranteed to be implemented within
[**] of receipt of a written request
from Customer.

Remedy: In the event that Rackspace
fails to perform basic configuration
changes within [**] of receipt of
request from Customer, Customer is
entitled to a [**] service credit of
$[**]. Requests for configuration
changes must either be submitted by
Customer directly through our
ticketing system or documented and
time stamped by a Rackspace technician
for the SLA to apply. Basic
configuration changes are defined as
common changes that can be performed
from a remote console and require no
physical hardware modifications or
reconfigurations.

2.3. Network Device Availability

A high-availability network device
solution typically requires two (2)
devices configured in a fail-over
configuration. Devices configured for
high availability are guaranteed to be
available [**]% of the time in a
calendar month.

Remedy: In the event that Rackspace
fails to maintain [**]% availability
of network device(s) configured for
high-availability and such failure
directly and adversely affects
Customer’s hosted configuration,

	 	 	 
	 

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INTENSIVE SLA

Rackspace will refund Customer [**]%
of the monthly fee for the first [**]
of down time, [**]% of the monthly fee
for the second [**] of downtime; [**]%
of the monthly recurring fee for the
third [**] of downtime, [**]% of the
monthly recurring fee for the fourth
[**] of downtime, and [**]% of the
monthly recurring fee if downtime
exceeds [**] in a calendar month (up
to [**]% of Customer’s monthly
recurring fee for month in which the
dowtime occurred) for the affected
component(s).

In the event of failure of a
non-redundant network device (i.e. a
device not configured for high
availability) which causes an outage
in Customer’s hosted configuration,
the device is guaranteed to be
repaired or replaced within [**] of
problem identification by Rackspace.

Remedy: in the event that Rackspace
fails to meet the [**] hardware
replacement guarantee for a
non-redundant device and such failure
directly and adversely affects
Customer’s hosted configuration,
Customer is entitled to a credit in
the amount of [**]% of the monthly
recurring fee for the first [**] of
downtime, [**]% of the monthly
recurring fee for the [**] following
the first [**]% of the monthly
recurring fee for the [**] following
the first [**]% of the monthly
recurring fee for the [**] following
the second [**], and [**]% of the
monthly recurring fee if downtime
exceeds [**] in a calendar month (up
to [**]% of customer’s monthly
recurring fee for the month in which
the problem occurs) for the affected
component(s).

	 	 	 
	 

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INTENSIVE SLA

For purposes of this Remedy, the
credits begin to accrue following the
first [**] after problem
identification.

2.4. Storage Area Network (SAN)
Availability

Rackspace has built its SAN
infrastructure on storage hardware
from EMC Corporation, a leader in
enterprise storage. The SAN is built
with redundancy in each component of
the SAN infrastructure. The
physical storage arrays have redundant
power, fiber connectivity, and cooling
systems. The logical disk arrays are
constructed using RAID striping
technology with online hot-spares
within the array. The SAN switching
fabric is built with redundant
enterprise class fiber switches with
dual fiber paths and dual host-bus
adapters in each connected server. If
there is a SAN failure, Rackspace will
repair the SAN within [**] of the time
that the cause of the problem is
identified.

Remedy: In the event a failure of the
SAN causes the Customer’s Application
to be unavailable, and the failure is
not repaired within [**] of the time a
Rackspace technician identifies the
cause of the problem, and such failure
directly and adversely affects
Customer’s hosted configuration,
Customer is entitled to a credit in
the amount of [**]% of the monthly
recurring fee for the first [**]% of
the monthly recurring fee for the [**]
following the [**]% of the monthly
recurring fee for the [**] following
the first [**]% of the monthly
recurring fee for the [**] following
the second [**], and [**]% of the
monthly

	 	 	 
	 

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INTENSIVE SLA

recurring fee for the [**]
following the the second [**] of
unavailability in a calendar month (up
to [**]% of customer’s monthly
recurring fee for the month in which
the unavailability occurs) for the
affected SAN storage.

	3.	 	PATCHING

Operating System-When software
vulnerabilities are revealed and
addressed by a vendor patch, Rackspace
obtains the patches from the vendor
and categorizes the urgency of
application as either “critical” or
“non-critical” in nature. The
determination of the
critical/non-critical nature of
patches is solely at the discretion of
Rackspace, and Rackspace shall have no
liability with respect to such
determination. Rackspace will conduct
testing for patches in its lab and on
its internal production environment.
Patches will be applied after they
have been approved and qualified by
Rackspace technicians. Non-critical
patches are typically applied on a
monthly basis whereas critical patches
are applied on an ‘as needed’ basis.

Rackspace will apply any vendor
supplied patch to Intensive supported
software within [**] of receiving a
written request from Customer.
Patches will be applied with the
understanding that the patch has not
been fully tested by Rackspace, and no
guarantees are made by Rackspace as to
the outcome of application of such
patches. Rackspace will only apply
vendor supplied and vendor supported
patches. Customer will be notified
via support ticket prior to the

	 	 	 
	 

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INTENSIVE SLA

application of patches, unless agreed
to otherwise.

Remedy: In the event that Rackspace
materially fails to apply patches in
accordance with the standards set
forth in section 3.1.1 above, and such
failure directly and adversely affects
Customer’s hosted configuration,
Customer is entitled to a service
credit of $[**].

	4.	 	BACKUP AND RESTORE

4.1. Data Backup

Rackspace will only perform backups if
Customer purchases the managed backup
service. Upon purchase, Rackspace
will schedule, perform, monitor, and
maintain Customer data backups.

4.1.1. Default Backup Policy — Rackspace will backup
all files and file systems on each server in
Customer’s configuration. Default backup policy
includes [**] backups of all files to a central tape
library. Data backups are retained onsite for [**]
unless otherwise agreed in writing.

Remedy: In the event that Rackspace fails to perform
data backups in accordance with the standards set
forth above and such failure directly and adversely
affects Customer’s hosted configuration, Customer is
entitled to a service credit of $[**] for the first
event, $[**] for the second event, and $[**] for the
third and subsequent events.

4.1.2. Database Backups — Open database files cannot
be backed up without the use of a software backup
agent. Databases will only be backed up if such a
backup software agent specific to Customer’s database
software is utilized, or if databases are dumped to
flat files prior to scheduled backup. If a database
agent is not available, Customer is responsible for
dumping databases to a flat file;

	 	 	 
	 

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INTENSIVE SLA

otherwise databases will not be backed up. Rackspace
will not be held responsible for backing up or
restoring any open files.

4.2. Data Restoration

4.2.1. Local Restores — Rackspace will initiate
restoration of Customer’s data within [**] of receipt
of Customer’s written request. Customer is allowed
[**] free local restoration events per calendar
month. Additional restores will be billed at
Rackspace’s standard hourly rates.

Remedy: In the event that Rackspace fails to perform
data restores in accordance with the standards set
forth above, Customer is entitled to a service credit
of $[**] for the first event, $[**] for the second
event, and $[**] for the third and subsequent events.

4.2.2. Offsite Restores — Rackspace will initiate
restoration of Customer’s data within [**] of receipt
of Customer’s written request. Customer is allowed
[**] free offsite restoration event per calendar
month. Additional restores will be billed at
Rackspace’s standard hourly rates.

Remedy: In the event that Rackspace fails to perform
data restores in accordance with the standards set
forth above, Customer is entitled to a service credit
of $[**].

NOTE: Due to the fact that backups are made over a period of hours and are not an instant
point-in-time snapshot, a full server restore will likely provide inconsistent results. In the
event of a complete server recovery (“full restore”), Rackspace cannot guarantee that the restore
procedure will provide a fully functional operating system and/or application. Rackspace
recommends that a partial restore be used to recover specific files necessary to rebuild a server,
rather than performing a full restore. If a full restore is required and requested by Customer,
Rackspace will undertake such restoration with the understanding that it does not guarantee the
results. Rackspace recommends migrating to a new server as soon as possible after a full restore
to ensure reliability and proper functionality of the operating system and applications.

	 	 	 
	 

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	5.	 	MONITORING AND RESPONSE

	 	5.1.	 	Monitoring

5.1.1. Availability Monitoring — Rackspace will
monitor up to [**] TCP ports (HTTP, HTTPS, SMTP,
POP3, Etc.) per server for service availability.
General server availability is tested every [**] via
PING. Customer will be alerted via email if port or
ping monitors fail [**] consecutive times.

5.1.2. Fault Monitoring — Rackspace monitors status
events on servers and network devices including
network availability, process status, file system
capacity, and backup success/failure. Rackspace also
monitors core OS and application log files for
critical/warning application and system events. For
servers from the Dell PowerEdge line, Rackspace will
also monitor server hardware faults.

5.1.3. Performance Monitoring- Rackspace monitors key
performance metrics for operating system (i.e. CPU,
RAM, Disk), and select applications (i.e. process
statistics, users, throughput) and databases (i.e.
caching, performance, transaction success).

	 	5.2.	 	Response

5.2.1. Response to monitoring alerts and
Customer-initiated trouble tickets — When alerted of
a potentially critical problem by any monitoring
systems, Rackspace will begin troubleshooting and
addressing the problem and will initiate Customer
contact via support ticket, telephone call, or both
depending upon the severity of the situation or the
rules of engagement according to the table below.
Customer-initiated trouble tickets will receive
responses in the same manner. Customer may choose
severity level for each incident and may escalate any
issue at any time.

	 	 	 	 	 	 	 
	Priority/Severity Levels and Guaranteed Response Times
	Priority/Severity Level	 	Example Situation	 	Support	 	Response Time
	Emergency:

Server, switch, or site down,

	 	Users cannot access

your server or site
	 	24 X 7
	 	Within [**]

	 	 	 
	 

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INTENSIVE SLA

	 	 	 	 	 	 	 
	Priority/Severity Levels and Guaranteed Response Times
	Priority/Severity Level	 	Example Situation	 	Support	 	Response Time
	or site
effectively down due
to severe performance
degradation

	 	from the public
Internet.	 	 	 	 
	Urgent:

Server or site
functioning 

improperly or at less
then optimal 

performance

	 	Your server or site
is generally
accessible and
functioning for most
users but some
portion of
application requires
troubleshooting.
	 	24 X 7
	 	Within [**]
	Standard:

Non-critical; server
or site is
functioning normally,
but you require
information or
assistance on
Intensive services,
wish to schedule
maintenance
activities, or any
other non-immediate
tasks

	 	Your site is
functioning with
acceptable
parameters, but you
require assistance in
loading software or
have a help desk-type
question
	 	24 X 7
	 	Within [**]

Remedy: In the event that
Rackspace fails to meet the response
guarantees set forth above, Customer
is entitled to a service credit of
$[**].

	6.	 	BACKBONE NETWORK AVAILABILITY

6.1. Customer will use the Gomez
Performance Network to monitor the
availability of Rackspace’s Internet
backbone network from each of the
monitoring regions listed in Section
6.3 below as follows:

	 	i.	 	The parties shall mutually agree on static files that will be
located on each web server assigned to Customer and maintained and/or managed
by Rackspace;
	 
	 	ii.	 	Customer shall attempt to access the static file(s) every [**]
from each of [**] Gomez Backbone node locations in the North America, [**] in
Europe and [**] in Asia;
	 
	 	iii.	 	The file shall be “available” from a location if Customer is
able to access the static file from that location before being ‘timed out’
under standard TCP/IP protocol.
	 
	 	iv.	 	Results from such tests will be averaged on a region-by-region
basis on a rolling [**] period; provided that any failure to access the file
that is due

	 	 	 
	 

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INTENSIVE SLA

	 	 	 	to Rackspace’s failure to meet its Network uptime guarantee stated
in Section 1.2 above or any other a different guaranty under this SLA shall not
be included in the calculation.

On Rackspace’s request, Customer shall
provide Rackspace with its test
results and any related information
Customer has captured as part of its
testing that could help Rackspace and
Customer determine the cause of the
failure to access the static file.

6.2. Rackspace guarantees that the
Rackspace backbone network shall be
available for at least [**]% of the
access attempts for each region during
any rolling [**] term.

6.3. Monitoring Region:

North America (NA)

South America (SA)

Europe

Asia/Pacific Region (APAC)

Remedy: In the event that Rackspace
fails to provide Internet backbone
availability calculated in the manner
described above, and such failure
directly and adversely affects
Customer’s hosted configuration,
Customer is entitled to a credit equal
to a percentage of the monthly
recurring fee for the affected
configuration as stated below:

	 	 	 
	Availability of Rackspace Internet Backbone	 	Fee Credited
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	 

	 	[**]

	 	 	 
	 

	 	9725 Datapoint Drive, Suite 100 | San Antonio, TX 78229
	 

	 	PH: 210.447.4000 | FX: 210.447.4400

 

 

INTENSIVE SLA

TERMS AND DEFINITIONS

Scheduled Customer Maintenance

“Scheduled Customer Maintenance” includes the installation of hot fixes, service packs, software
and software upgrades, pre-failure hardware replacement, hardware upgrades, etc. It also includes
shutdowns or reboots that occur in the normal course of maintaining a server. Customer will be
notified in advance of a Scheduled Customer Maintenance event unless specifically agreed to
otherwise. Notification will take place via email, support ticket, or phone call to Customer’s
technical contact, or a combination of the above depending upon the nature of the maintenance
issue. Notwithstanding anything contained in this SLA to the contrary, remedies in this SLA do not
apply to outages which result from Scheduled Customer Maintenance. Customer shall not be entitled
to any service credits as a result of Scheduled Customer Maintenance. Rackspace reserves the right
to perform emergency maintenance without notice and without incurring any obligations to provide
service credits to Customer under the terms of this SLA if the maintenance is reasonably necessary
to maintain the security any of the servers hosted by Rackspace.

Maintenance Windows

Maintenance Windows are scheduled a minimum of [**] in advance. The purpose of a Maintenance
Window is to perform maintenance activities such as changes or upgrades to shared infrastructure,
core routing or switching equipment, or other data center facilities. Notifications of Maintenance
Windows are sent via email to all Customer contacts on record. Rackspace’s regular Maintenance
Windows occur [**] during off-peak hours. Notwithstanding anything contained in this SLA to the
contrary, remedies in this SLA do not apply during performance of Maintenance Windows. Customer
shall not be entitled to any service credits as a result of Maintenance Windows.

Measurement Time Period

For the purpose of this SLA, all availability calculations shall be based upon an individual
calendar month.

Written Requests

All requests, including those for credits or refunds under the terms of this SLA, must be made in
writing either via a support ticket submitted through Rackspace’s customer portal at
http://my.rackspace.com, via fax at 210-447-4200, or via postal mail to Rackspace Managed Hosting,
9725 Datapoint Dr., Suite 100, San Antonio, TX 78229.

Limitations

Customer is limited to a maximum of [**]% of the monthly recurring fee for affected components.
Notwithstanding anything contained in the SLA to the contrary, the maximum total credit for any
calendar month shall not exceed [**]% of Customer’s monthly recurring fee. Any service credits for
a particular month to which Customer would have been entitled except for the fact that such service
credits exceeded the monthly service credit limitations provided herein
shall not be carried over to another month, and Customer shall have no right to receive any such
service credits. SERVICE CREDITS WILL NOT BE GRANTED FOR CUSTOMER DOWNTIME OR OUTAGES RESULTING
FROM DENIAL OF SERVICE ATTACKS, VIRUS ATTACKS, HACKING ATTEMPTS, OR ANY OTHER CIRCUMSTANCES

	 	 	 
	 

	 	9725 Datapoint Drive, Suite 100 | San Antonio, TX 78229
	 

	 	PH: 210.447.4000 | FX: 210.447.4400

 

 

INTENSIVE SLA

THAT ARE NOT WITHIN THE DIRECT CONTROL OF RACKSPACE MANAGED HOSTING.

Rackspace utilizes several tools and software products to deliver many of the services described in
this SLA. Customers retain complete administrative control over servers at Rackspace and,
therefore, have the capability of removing or disabling these software products on their servers.
If Customer disables, removes, or otherwise blocks the functionality of any of the following
products from their servers, Rackspace will not be held responsible for the guaranties set forth in
this SLA or providing certain key portions of the Intensive service offering if any of the
following are removed: Microsoft Operations Manager, Microsoft Systems Management Server, Microsoft
Active Directory, Computer Associates eTrust Antivirus, Winternals Defrag Manager, Dell OpenManage,
HP Insight Manager, Nimbus, and ZENworks. Customer is required to notify Rackspace before
disabling any of the services listed above for periods longer than [**] in order to maintain the
guarantees set forth in this SLA.

Customer Credit Requests

Customers claiming credits or refunds must submit a written request to the Rackspace Account
Manager assigned to its account within [**] following the incident for which the credit or refund
is claimed. Rackspace shall contact Customer within [**] to approve the claim or to request
additional information. If Customer’s claim is approved, such credit will appear on Customer’s
monthly invoice following approval. Credits shall not be granted if Customer is in payment default
or in violation of the Acceptable Use Policy when the incident occurs.

Exclusive Remedies

CUSTOMER’S RIGHT TO RECEIVE SERVICE CREDITS AND REFUNDS AS DESCRIBED IN THIS SLA IS CUSTOMER’S SOLE
AND EXCLUSIVE REMEDY FOR ANY FAILURE BY RACKSPACE TO MEET THE GUARANTEES AND WARRANTIES PROVIDED
HEREIN.

	 	 	 
	 

	 	9725 Datapoint Drive, Suite 100 | San Antonio, TX 78229
	 

	 	PH: 210.447.4000 | FX: 210.447.4400

 

 

			
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Rackspace Service Order Form

Account Setup

	 	 	 	 	 	 	 	 	 	 	 
	Customer Information	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Legal Name:

	 	 	 	 	 	Primary Domain:
	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Tax ID (EIN):

	 	 	 	 	 	Referred By:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 

Authorized Contacts

NOTE: Information and/or support won’t be provided to any party not listed
herein. The provided domain name will be only used for server naming purposes.

	 	 	 	 	 	 	 	 	 	 	 
	Primary Contact (Required)	 	 	 	Technical Contact (Required)	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Name:

	 	 	 	 	 	Name:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Title:

	 	 	 	 	 	Title:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Telephone:

	 	 	 	 	 	Telephone:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	E-mail:

	 	 	 	 	 	E-mail:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Address:	 	 	 	 	 	Authorized Signatory (If Applicable)	 	 
	 

	 	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	Name:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	Title:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	 

	 	 	 	 	 	Telephone:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Billing Contact (Required)	 	 	 	E-mail:	 	 	 	 
	 

	 	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Name:	 	 	 	 	 	Authorized Signatory (If Applicable)	 	 
	 

	 	 	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Title:

	 	 	 	 	 	Name:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Telephone:

	 	 	 	 	 	Title:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	E-mail:

	 	 	 	 	 	Telephone:	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 

Initials: JWE

			
	 	 	 
	CONFIDENTIAL AND PROPRIETARY
	 	[Rackspace Logo]

9725
DATAPOINT DRIVE, SUITE 100 | SAN ANTONIO, TX 78229 | 1-800-961-2888 | WWW.RACKSPACE.COM

 

 

			
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	Address:

	 	 	 	 	 	E-mail:	 	 
	 

	 	 
	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 
	 

	 	 

	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 
	 

	 	 

	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 
	 

	 	 

	 	 	 	 	 	 

Initials: JWE

			
	 	 	 
	CONFIDENTIAL AND PROPRIETARY
	 	[Rackspace Logo]

9725
DATAPOINT DRIVE, SUITE 100 | SAN ANTONIO, TX 78229 | 1-800-961-2888 |  WWW.RACKSPACE.COM

 

 

			
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Solution Details

Confidential materials omitted and filed separately with the Securities and Exchange Commission.
Asterisks denote omissions.

A total of 6 pages have been omitted pursuant to a request for confidential treatment.

[**]

All Line item Pricing is based on a 24 month term

	 	 	 	 	 
	Option/Term	 	Monthly	 	Setup
	o 24 month
	 	[**]	 	[**]

The Term of this Service Order Form is 24 months (the “Initial Term”) from the Service Commencement
Date. The Master Services Agreement Section 3 and Section 13 states the term and
renewal provision applicable to this Service Order Form.

Initials: JWE

			
	 	 	 
	CONFIDENTIAL AND PROPRIETARY
	 	[Rackspace Logo]

9725
DATAPOINT DRIVE, SUITE 100 | SAN ANTONIO, TX 78229 | 1-800-961-2888 |  WWW.RACKSPACE.COM

 

 

			
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Terms and Conditions

Deployment Guarantee

Rackspace agrees to deploy the server(s) described in this Service Order Form within 10 Business
Days of the time that Rackspace has completed its verification and credit check procedures and
received all required information from the Customer. Servers are deemed deployed as of the time
that Rackspace generates an e-mail message to Customer that includes the information needed to
allow the Customer to transfer information to and from the server(s). Customer’s sole remedy for
Rackspace’s failure to deploy the server(s) within this noted timeframe is a credit against fees
due for future Services equal to the amount of the Set Up fee for the affected server(s). The
Deployment Guarantee does not apply to any software, hardware devices other than the server(s), or
other managed services unless otherwise specified herein.

Service Level Agreement

The Intensive Service Level Agreement is attached and hereby incorporated by reference in this
Service Order Form.

Acceptable Use Policy

Rackspace’s Acceptable Use Policy found at http://www.rackspace.com/aboutus/legal/aup.php
as of the Effective Date is hereby incorporated by reference in this Service Order Form.

Master Services Agreement

The Master Services Agreement dated contemporaneously with this Service Order Form is hereby
incorporated by reference in the Service Order Form.

Colocated Device

As a Supplemental Service to Customer, one or more devices owned by Customer (each a “Colocated
Device”) and described above will be accepted by Rackspace for placement in its data center as part
of the hardware configuration hosted by Rackspace. Rackspace shall proivde the space, power and
network connectivity for the Colocated Device. Rackspace will not monitor the Colocated Device via
PING, monitor services (connecting externally), apply software patches or updates, escalate
incidents to vendors, perform backup services, or install or reinstall an Operating System. The
Service Level Agreement does not apply to the Colocated Device. Rackspace shall accept the
collocated device only if all all of the following guidelines are met: (i) the Colocated Device
must have the IP address, login, and password configured on it prior to shipment to Rackspace, (ii)
any spare of the Colocated Device must be clearly labeled “Spare” and must also have the IP
address, login, and password configured prior to shipping, (iii) the Colocated Device must be
clearly and conspicuously labeled with Customer’s Rackspace account number, the Colocated Device
number assigned to it by Rackspace, and the number of the Rackspace ticket notifying Rackspace
Inventory Department of the prospective shipment. Customer’s sole and exclusive remedy for
Rackspace’s material failure to provide the Supplemental Service described herein shall be to
terminate this Supplemental Service. In the

Initials: JWE

			
	 	 	 
	CONFIDENTIAL AND PROPRIETARY
	 	[Rackspace Logo]

9725
DATAPOINT DRIVE, SUITE 100 | SAN ANTONIO, TX 78229 | 1-800-961-2888 |  WWW.RACKSPACE.COM

 

 

			
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event Customer needs to perform any administration on
the Colocated Device, Rackspace will disconnect the Colocated Device and ship it in accordance with
Customer’s instructions at Customer’s sole risk and expense.

Bandwidth and Backup Overages

Customer agrees to pay [**] per [**] of data in excess of the amount included in the monthly
recurring fee for bandwidth, and [**] per [**] of data in excess of the back up subscription for
the specified back up period.

Signature

By signing below, Customer accepts the terms of the this Service Order Form, the Service Level
Agreement, the Acceptable Use Policy, the Master Services Agreement and addenda to Master Services
Agreement referenced above, if any (collectively, the “Agreement”). Capitalized terms not
otherwise defined in any of these documents shall have the meaning given in the Master Services
Agreement. The Agreement constitutes the complete and exclusive agreement between the parties
regarding its subject matter and supersedes and replaces any prior understanding or communication,
written or oral.

	 	 	 	 	 	 	 	 	 	 	 
	Accepted by Customer	 	 	 	Accepted by Rackspace, Ltd.	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Name:

	 	Jaime W. Ellertson
	 	 	 	Name:
	 	Alan Schoenbaum 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Title:

	 	CSO
	 	 	 	Title:	 	Sr. Vice-President, General Counsel 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Signature:

	 	/s/ Jaime W. Ellertson
	 	 	 	Signature:	 	/s/ Alan Schoenbaum 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 
	 	 	 	 	 	 	 	 	 	 
	Date:

	 	3-31-2007
	 	 	 	Date:	 	3-31-2007 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 

Initials: JWE

			
	 	 	 
	CONFIDENTIAL AND PROPRIETARY
	 	[Rackspace Logo]

9725
DATAPOINT DRIVE, SUITE 100 | SAN ANTONIO, TX 78229 | 1-800-961-2888 |  WWW.RACKSPACE.COM

 

 

			
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Payment Method

	 	 	 	 	 	 	 	 	 
	Initial Payment Method:

	 	o Credit Card
	 	o ACH
	 	o Wire Transfer
	 	o Invoice
	Subsequent Payment Method

	 	o Credit Card
	 	o ACH
	 	o Wire Transfer
	 	o Invoice

NOTE: Authorized signature must be the same as signature found on the service order form. If the
person paying for Rackspace service differs from the person requesting Rackspace service you will
be required to provide contact information for the person whose information has been provided for
payment reasons and that person will be contacted to verify their willingness to pay.

Credit Card Authorization

	 	 	 	 	 
	Card Type:

	 	 	 	 
	 

	 	 	 	 
	Card Number:

	 	 	 	 
	 

	 	 	 	 
	Expiration Date:

	 	 	 	 
	 

	 	 	 	 
	Name on Card:

	 	 	 	 
	 

	 	 	 	 
	Billing Address:

	 	 	 	 
	 

	 	 	 	 
	City:

	 	 	 	 
	 

	 	 	 	 
	State:

	 	 	 	 
	 

	 	 	 	 
	Zip Code:

	 	 	 	 
	 

	 	 	 	 
	Country:

	 	 	 	 
	 

	 	 	 	 

I hereby authorize Rackspace to charge its fees for Services to the foregoing credit card,
and I warrant and represent that I have the power and authority to
grant the authorization
contained herein.

	 	 	 	 	 	 	 
	 

	 	*Signature:	 	 	 	 
	 

	 	 	 	 

	 	 
	 

	 	Date:	 	 	 	 
	 

	 	 	 	 

	 	 

ACH Authorization

	 	 	 	 	 
	Bank Name:

	 	 	 	 
	 

	 	 	 	 
	Trans/Routing #

	 	 	 	 
	 

	 	 	 	 
	City:

	 	 	 	 
	 

	 	 	 	 
	State:

	 	 	 	 
	 

	 	 	 	 
	Zip Code:

	 	 	 	 
	 

	 	 	 	 
	Account Name:

	 	 	 	 
	 

	 	 	 	 
	Account Number:

	 	 	 	 
	 

	 	 	 	 

I (we) hereby authorize Rackspace, Ltd. to initiate
debit entries to my (our) account indicated above and
the Bank named above to debit the same to such account.
I (we) agree that the debit will take place one day
prior to billing date. This authorization shall remain
in full force and effect until Rackspace, Ltd. and the
Bank have received written notification from me (or
either of us) of its termination in such time and in
such manner as to afford Rackspace, Ltd. and the Bank a
reasonable opportunity to act upon it. I (we) warrant
and represent to Rackspace, Ltd. the I (we) have the
power and authority to give this authorization.

	 	 	 	 	 	 	 
	 

	 	*Signature:	 	 	 	 
	 

	 	 	 	 

	 	 
	 

	 	Date:	 	 	 	 
	 

	 	 	 	 

	 	 

	 	 	 
	Wire Transfer Information
	 
	 	 
	Bank:

	 	[**]
	Routing Number:

	 	[**]
	Address:

	 	[**]
	City:

	 	[**]

Initials: JWE

			
	 	 	 
	CONFIDENTIAL AND PROPRIETARY
	 	[Rackspace Logo]

9725
DATAPOINT DRIVE, SUITE 100 | SAN ANTONIO, TX 78229 | 1-800-961-2888 |  WWW.RACKSPACE.COM

 

 

			
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	State:

	 	[**]
	Zip Code:

	 	[**]
	Account Name:

	 	[**]
	Account Number:

	 	[**]

Invoice Payment Address

Rackspace Managing Hosting

P.O. Box 671337

Dallas

TX

75267-1337

Initials: JWE

			
	 	 	 
	CONFIDENTIAL AND PROPRIETARY
	 	[Rackspace Logo]

9725
DATAPOINT DRIVE, SUITE 100 | SAN ANTONIO, TX 78229 | 1-800-961-2888 |  WWW.RACKSPACE.COMexv10w4

 

Exhibit 10.4

Confidential Materials omitted and filed separately with the

Securities and Exchange Commission. Asterisks denote omissions.

	 	 	 	 	 
	 

	 	Contract ID:

Billing Code:

Segment:
	 	545035-01

01/02/03/03C

Corporate West
	 

	 	Account Manager:
	 	David H. Zuanelli

Verizon Business

Service Agreement

	 	 	 
	 
	Gomez, Inc. (hereinafter “Customer”)
420 Bedford St.

Lexington, MA 02420 1508

	 	Pricing and/or promotional benefits
in this Agreement may not be
available if it is signed and
delivered to Verizon after April
02, 2007.
	 
	 	 
	/s/ R. Darer

	 	3/5/07
	 
	R. DARER, VP

	 	Acceptance Date
	 
	 	 
	Verizon Business Network Services Inc.
	 	 
	 
	 	 
	/s/ Suleiman Hessaml

	 	3/13/07
	 
	Suleiman Hessaml, Vice President
 

	 	Acceptance Date
 
	 

General Terms and Conditions

This Verizon Business Service Agreement (“Agreement”) is made by and between “Verizon,” which
refers to Verizon Business Network Services Inc, on behalf of MCI Communications Services, Inc.
d/b/a Verizon Business Services and any other Verizon affiliates identified in applicable service
attachments or the Guide (individually and collectively), and Gomez, Inc. (“Customer”). The
pricing in this Agreement is effective either: a) when Service (defined below) is installed if
Customer has no Verizon service at the time this Agreement is accepted by Verizon or b) otherwise,
by the first day of the second full billing cycle following acceptance of the Agreement by Verizon,
except where a Service Attachment indicates otherwise for a particular service (“Effective Date”).
Verizon Acceptance occurs upon Verizon’s signature.

Customer Consent to Use of Customer Proprietary Network Information (CPNI). Verizon acknowledges
that it has a duty, and Customer has a right, under federal and/or state law to protect the
confidentiality of Customer’s CPNI. CPNI includes information relating to the quantity, technical
configuration, type, destination, location, and amount of use of the telecommunications services
Customer purchases from Verizon, as well as related local and toll billing information, made
available to Verizon solely by virtue of Customer’s relationship with Verizon. With Customer
consent, Verizon may share Customer CPNI and other Confidential Information among its affiliates,
including Verizon Wireless, and with agents and partners, so that all may use this information to
offer Customer the full range of products and services offered by Verizon and its affiliates,
including local, long distance, wireless, and Internet services (see www.verizon.com for a
description of Verizon companies and services). By signing this Agreement, Customer consents to
Verizon using and disclosing Customer CPNI as described above. Customer may refuse CPNI consent by
signing this Agreement and by notifying Verizon in writing at cpni-notices@verizonwireless.com and
cpni-notices@verizonbusiness.com of Customer’s decision to withhold Customer’s consent. Customer’s
consent or refusal to consent will remain valid until Customer otherwise advises Verizon, and in
either case, will not affect Verizon’s provision of services to Customer.

ILECS and Verizon Wireless. The Terms and Conditions below do not apply to Services provided by
Verizon incumbent local exchange carriers (“ILECs”) or by Celico Partnership and its affiliates
d/b/a Verizon Wireless (“Verizon Wireless”), which are governed solely by the Service Attachments
for such Services and in the case of ILEC Services, applicable Tariffs (defined below). A Verizon
Wireless Service Attachment becomes a part of this Agreement only once it is executed by Verizon
Wireless and the Customer.

	1.	 	Services. Verizon will provide the products and services (“Services”) in the Services
Attachments.

	 	•	 	Voice Over IP Service
	 
	 	•	 	Local Service — CLEC

Page 1 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	•	 	Long Distance Service
	 
	 	•	 	Toll Free Service
	 
	 	•	 	Audio Conferencing and Net Conferencing Service
	 
	 	•	 	Video Conferencing Service
	 
	 	•	 	Network Access
	 
	 	•	 	Frame Relay — Domestic Service
	 
	 	•	 	Private IP — Domestic
	 
	 	•	 	Private IP — International
	 
	 	•	 	Private Line — Metro Access Service
	 
	 	•	 	Internet Dedicated NxT1 Service
	 
	 	•	 	Internet Dedicated T1 Service
	 
	 	•	 	Internet Dedicated T3 Service
	 
	 	•	 	Internet Dedicated Ethernet Service
	 
	 	•	 	Internet Dedicated Fast Ethernet Port Only Service
	 
	 	•	 	Managed WAN Service
	 
	 	•	 	Internet Dedicated — Managed Service
	 
	 	•	 	Customer Premises Equipment
	 
	 	•	 	Data Center Colocation Service — Standard
	 
	 	•	 	Data Center Colocation Service — Advanced
	 
	 	•	 	Data Center Colocation Service — Premium
	 
	 	•	 	Data Center Colocation Service — Premium IP Bandwidth

	2.	 	Term. The “Initial Term” shall begin upon expiration of the Ramp Period (as hereinafter
defined) and end upon the completion of 36 months. The “Ramp Period” shall begin on the
Effective Date and continue for a period of 3 Ramp Period months, following the Effective
Date. Commencing with the Effective Date and at all times during the Ramp Period thereafter,
Customer will receive the rates, discounts, charges and credits set forth herein and will not
be subject to the AVC. The Agreement will be automatically extended (“Extended Term”) on a
month-to-month basis upon the expiration of the Initial Term, unless either party has
delivered written notice of its intent to terminate the Agreement at least 60 days prior to
the end of the Initial Term. Either party may terminate this Agreement during the Extended
Term upon 60 days prior written notice. Term shall mean the Initial Term and the Extended
Term.
	 
	3.	 	Tariff and Guide. Verizon’s provision of Services to Customer will be governed by Verizon’s
international, interstate and state tariffs (“Tariff(s)”), its “Service Publication and Price
Guide” (“Guide”) at www.verizonbusiness.com/guide, and this Agreement. This Agreement
incorporates by reference the terms of each Tariff and the Guide. Verizon may modify the
Guide from time to time and any modification will be binding upon Customer, as provided in the
Guide. If a conflict arises, the order of precedence is: (i) Tariffs to the extent applicable
(ii) this Agreement (excluding the Guide and Tariffs), and (iii) the Guide. Among the
provisions of the Agreement, the order of precedence is: (i) Service Attachments, and (ii)
these Terms and Conditions. If Verizon makes any changes to the Guide (other than to
Governmental Charges) that affect Customer in a material and adverse manner, Customer may
discontinue the affected Service without liability by providing Verizon with written notice of
discontinuance within 60 days of the date the change is posed on the Website, unless within 60
days of receiving customer’s discontinuance notice, Verizon agrees to remove the material
adverse effect on Customer. If a Service is discontinued, Customer’s AVC (defined below),
will be reduced, as appropriate, to accommodate the discontinuance.

	4.	 	Rates and Charges; Governmental Charges; Taxes. Customer agrees to pay the rates and charges
specified in this Agreement. “Standard” rates and charges means the Verizon Business Services
II pricing plan (“VBS II”), where applicable. Except where expressly stated otherwise, all
rates and charges are subject to change. Verizon may give Customer notice of pricing changes
by posting them on the Guide, by invoice message, or by other reasonable means. All charges
are exclusive of applicable Taxes, and Verizon may add or adjust rates and charges in order to
receive amounts it is required or permitted by governmental or quasi-governmental authorities
to collect from or pay to others in support of statutory or regulatory programs (“Governmental
Charges”). Customer will not be eligible to receive any other additional discounts,
promotions and/or credits (Tariffed or otherwise). The rates and charges set forth in this

Page 2 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	Agreement do not include (without limitation) charges for all possible non-recurring charges,
access service, local exchange service, charges imposed by a third party other than Verizon,
on-site installation,
Governmental Charges (defined above), network application fees, customer premises equipment
or extended wiring to or at a Customer premises.
	 
	5.	 	Minimum Annual Volume Commitment. Customer agrees to pay Verizon no less than [**] Dollars
($[**]) (the “AVC”) in Total Service Charges (defined below) during each twelve-month period
after the Effective Date (“Contract Year”). “Total Service Charges” means all charges, after
application of all discounts and credits, for the Services, excluding Taxes, Governmental
Charges, equipment, Verizon ILEC, Verizon Wireless, Document Delivery Fax, non-recurring
charges, goods and services acquired by Verizon as Customer’s agent, international
pass-through access (Type 3/PTT) and charges for international access provided by Verizon
(Type 1), and other charges expressly excluded by this Agreement.

	 	A.	 	Managed Services Subminimum. As a part of the AVC, during each Contract Year,
Customer’s charges for Managed Services Service must equal or [**] Dollars
($[**]) (“Managed Services Subminimum”).

	6.	 	Underutilization and Early Termination Charges. If Customer’s Total Service Charges do not
reach the AVC in any Contract Year during the Initial Term, Customer shall pay an
“Underutilization Charge” equal to [**]. If Customer’s Total Service
Charges do not reach the AVC in any Contract Year because the Agreement is terminated early by
Customer without Cause or by Verizon with Cause, Customer shall pay an “Early Termination
Charge” equal to [**]. If, in any monthly billing period during the Extended Term, Customer’s Total
Service Charges do not meet or exceed [**] of the Year Two AVC then Customer shall pay: (a)
all accrued but unpaid usage and other charges incurred under this Agreement and (b) an
“Underutilization Charge” equal to [**].

	 	A.	 	Managed Services Subminimum Underutilization Charges. If in any Contract Year
during the Term, Customer’s charges for Managed Service do not meet or exceed the
Managed Services Subminimum, then Customer shall pay: (i) all accrued but unpaid
charges incurred under this Agreement; and (ii) an “Underutilization Charge” (which
Customer hereby agrees is reasonable) equal to the difference between [**].

	7.	 	Payment. Customer will pay all Verizon charges (except Disputed amounts) within [**] of
invoice date. Customer will pay a late payment charge equal to the lesser of: (a) [**]% per
month, (b) the amount indicated in a Service Attachment, or (c) the maximum amount allowed by
applicable law. A “Disputed” amount is one for which Customer has given Verizon written
notice, adequately supported by bona fide explanation and documentation. Any invoiced amount
not Disputed within [**] of the invoice date is deemed correct and binding on Customer.
Customer is liable for all fees and expenses, including attorney’s fees, reasonably incurred
by Verizon in attempting to collect any charges owned under this Agreement.
	 
	8.	 	Termination. Either party may terminate this Agreement for Cause (excluding Verizon ILEC or
Verizon Wireless Services, which are governed by the applicable Service Attachments). “Cause”
means (a) Customer’s failure to pay any invoice (excluding Disputed amounts) within [**] of
receiving notice that payment is overdue, or (b) breach by a party of a material provision of
this Agreement that the breaching party has not cured within [**] of receiving notice from the
non-breaching party If interruption of Service is necessary to prevent or protect against
fraud or otherwise protected Verizon’s personnel, facilities or services, Verizon may do so
without notice.
	 
	9.	 	Confidential Information. The parties will protect Confidential Information, and limit its
use and disclosure, as provided further in the Guide. “Confidential Information” means
information (in whatever form) designated as confidential by the disclosing party by
conspicuous markings (if tangible Confidential Information) or by announcement at the time of
the initial disclosure (if oral Confidential Information) or if not so marked or announced
should reasonably have been understood as confidential to the disclosing party (or one of its
affiliates or subcontractors), either because of legends or other markings, the circumstances
of disclosure or the nature of the information itself and that (i) relates to this Agreement
or changes to this Agreement; (ii) relates to the disclosing party’s customers, products,
services, developments, trade secrets, know-how or personnel; and (iii) is received by the
receiving party from the disclosing party during the Term.

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	10.	 	DISCLAIMER OF WARRANTIES AND CERTAIN DAMAGES. EXCEPT AS SPECIFICALLY SET FORTH IN THIS
AGREEMENT, VERIZON MAKES NO WARRANTIES, EXPRESS OR IMPLIED, AS TO ANY VERIZON SERVICES,
SOFTWARE OR DOCUMENTATION. VERIZON SPECIFICALLY DISCLAIMS ANY AND ALL IMPLIED WARRANTIES,
INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NONINFRINGEMENT OF THIRD-PARTY
RIGHTS, OR ANY WARRANTIES ARISING FROM A COURSE OF DEALING, USAGE OR TRADE PRACTICE.
NEITHER PARTY IS LIABLE TO THE OTHER FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY, SPECIAL,
INCIDENTAL OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOSS OF USE OR LOST BUSINESS,
REVENUE, PROFITS, OR GOODWILL, ARISING IN CONNECTION WITH THIS AGREEMENT, UNDER ANY THEORY
OF TORT, CONTRACT, INDEMNITY, WARRANTY, STRICT LIABILITY OR NEGLIGENCE, EVEN IF THE PARTY
KNEW OR SHOULD HAVE KNOWN OF THE POSSIBILITY OF SUCH DAMAGES.
	 
	11.	 	Limitation of Liability and Action. The total liability of Verizon to Customer in connection
with this Agreement is limited to the lesser of (a) direct damages proven by Customer; or (b)
the amount paid by Customer to Verizon under this Agreement for the [**] month period prior to
accrual of the most recent cause of action, excluding amounts for equipment and the Services
of Verizon ILECs and Verizon Wireless. This limitation applies for any and all causes of
actions and claims, including without limitation breach of contract, breach of warranty,
negligence, strict liability, misrepresentation and other torts. This section does not limit
any Verizon liability: (a) in tort for its willful or intentional misconduct; or (b) for
bodily injury or death proximately caused by Verizon’s negligence; or (c) loss or damage to
real property or tangible personal property proximately caused by Verizon’s negligence. A
party may not bring any action or demand for arbitration arising out of this Agreement more
than 2 years after the cause of action has accrued. The parties waive the right to invoke any
different limitation on the bringing of actions under state law.
	 
	12.	 	Assignment. Either party may assign this Agreement or any of its rights hereunder to an
affiliate or successor upon notice to the other party. A Customer affiliate or successor must
meet Verizon’s creditworthiness standards for the assignment to become effective. All other
assignments are void.
	 
	13.	 	Service Marks, Trademarks and Name. Neither Verizon nor Customer may: (a) use any service
mark or trademark of the other party; or (b) refer to the other party in connection with any
advertising, promotion, press release or publication unless it obtains the other party’s prior
written approval.
	 
	14.	 	Dispute Resolution. Any claim or dispute (“Dispute”) arising out of or relating to this
Agreement (other than claims relating to indemnification and equitable relief) must be
resolved by binding arbitration of a single arbitrator under the rules of the American
Arbitration Association at a mutually agreed upon location. The arbitrator must base his or
her decision upon this Agreement and applicable law, and has no authority to order
consideration or class arbitration, or award punitive damages or any other relief beyond what
the Agreement provides. The arbitrator must apply applicable statutes of limitation, subject
to limitation of actions terms set forth in this Agreement. The parties agree that all
Disputes must be pursued on an individual basis in accordance with the procedure noted above,
and waive any rights to pursue any Dispute on a class basis, even if applicable law permits
class actions or class arbitrations.
	 
	15.	 	Business Divestiture. In the event that Customer certifies to MCI in writing that: (a)
Customer has sold or divested a subsidiary, affiliate or significant operating unit that uses
Services hereunder (“Business Divestiture”); (b) Customer is unable to satisfy the AVC solely
as a result of such Business Divestiture; (c) Customer has not substituted services provided
by other vendors in place of the Services; and (d) Customer is not able to substitute for such
diminished MCI usage other telecommunications services not currently provided to Customer by
MCI, then Customer may request in writing that MCI and Customer attempt to negotiate a
mutually agreeable amendment to this Agreement to [**]. In the
event that MCI and Customer fail to agree on such amendment within [**] of Customer’s written
request, then this Agreement will remain in full force and effect and enforceable with its
existing terms. This Section shall not apply during the first Contract Year of the Term, and
thereafter may only be used [**] during the Term. Following the establishment by MCI of a
revised AVC as set forth

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	 	 	herein, the revised AVC shall replace the AVC throughout this
Agreement and Customer shall remain liable for charges pursuant to this Agreement, including
without limitation, Underutilization Charges and Early Termination Charges, based on the
revised AVC. Notwithstanding anything herein to the contrary, in the event of the
establishment of a revised AVC, MCI may increase the rates provided and/or lower the discounts
to Customer hereunder by sending at least [**] prior written notice thereof to Customer.
	 
	16.	 	Business Downturn. In the event that Customer certifies to MCI in writing, with supporting
documentation, that (i) Customer is unable to meet the AVC, notwithstanding Customer’s best
efforts to do so and (ii) such failure results solely from a business downturn beyond
Customer’s control, which materially and permanently reduces the size or scope of Customer’s operations and the volume
of Services required by Customer hereunder, then Customer may request in writing that MCI
and Customer attempt to negotiate a mutually agreeable amendment to
this Agreement to [**]. In the event that MCI and Customer fail to
agree on such amendment within [**] of Customer’s written request, then this Agreement will
remain in full force and effect and enforceable with its existing terms. This Section shall
not apply during the first Contract Year of the Term, and thereafter may only be used [**]
during the Term. Following the establishment by MCI of a revised AVC as set forth herein,
the revised AVC shall replace the AVC throughout this Agreement and Customer shall remain
liable for charges pursuant to this Agreement, including without limitation,
Underutilization Charges and Early Termination Charges, based on the revised AVC.
	 
	17.	 	Notices. All communications hereunder, including disconnection notices, must be made to
Customer at the address below and to Verizon at notice@verizonbusiness.com, following the
procedures in the Guide.

	 	 	 
	To Customer	 	With a copy to:
	Gomez, Inc.

420 Bedford St
	 	 
	 
	 	 
	Lexington, MA 024201508
	 	 

	18.	 	Acceptable Use. Use of Verizon’s Internet Services and related equipment and facilities must
comply with the then-current version of the Verizon Acceptable Use Policy (“Policy”) (see
www.verizonbusiness.com/terms). Verizon reserves the right to suspend or terminate Internet
Services effective upon notice for a violation of the Policy. Customer will indemnify and
hold harmless Verizon from any losses, damages, costs or expenses resulting from any
third-party claim or allegation that if true, would constitute a violation of the Policy.
Each party will promptly notify the other of any such claim.
	 
	19.	 	Entire Agreement. This Agreement (including Service Attachments and Exhibits referenced
herein, and other documents incorporated by reference) constitutes the entire agreement
between the parties with respect to the subject matter of this Agreement and supersedes all
other prior or contemporaneous representations, understandings or agreements. Except as
otherwise expressly stated herein, no amendment to this Agreement is valid unless in writing
and signed by both parties.
	 
	20.	 	Additional Attachments. This Agreement incorporates the following Attachment(s):

Services Attachment

Promotions Attachment

Special Pricing and Special Language Attachment

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Services Attachment

IP Communications Services

VOICE OVER IP SERVICE

	I.	 	RATES AND CHARGES. Rates and charges and terms and conditions specific to each VoIP Service
type are set forth in this Addendum. All rates and charges for VoIP Service are subject to
change if VoIP Service is subjected to regulation by any State, or if Federal regulation of
VoIP Service is expanded.

	 	A.	 	IP Flexible T1. Current rates and charges are described below and in the
Guide. VoIP IP Flexible T1 service is available via the BUNDLED pricing model with
unlimited local and domestic long distance calls.

	 	1.	 	Base Monthly Recurring Charge (“MRC”). Customer will pay $[**]
as a Base MRC, which is fixed for the Term. The base MRC applies to each
bundle at each Customer location and includes Internet Dedicated Price
Protected T1 (1.5 Mbps) transport service with a standard router, the
applicable VoIP Service Equipment, and local access and unlimited outbound U.S.
long distance and local calling (subject to the number of simultaneous calling
units selected). Each IP Flexible T1 bundle is limited to a maximum of [**]
simultaneous calls.
	 
	 	2.	 	Simultaneous Calling Capacity Charge. Customer will pay an MRC
of $[**] — which is fixed for the Term — for each simultaneous calling unit
multiplied by the number of simultaneous call units Customer has selected. A
minimum of two units is required (thus, an MRC of $[**] will be charged for the
two-simultaneous-call-minimum. Each such per-call unit includes the ability to
make one outbound U.S. long distance or local call at a time. Calls to
international locations can also be made but are billed at metered rates as
defined in the Guide.
	 
	 	3.	 	Bundled Site Activation Fee. Subject to change, a bundled site
activation fee of $[**] will be charged for each Internet Dedicated bundle at
each location.
	 
	 	4.	 	Service Establishment Fee. New Verizon VoIP Service customers
will pay a non-recurring service establishment fee of $[**].
	 
	 	5.	 	Battery Backup Option. IP Flexible T1 configurations include
the option to purchase a battery backup. The one-time purchase price is $[**],
or rental is available for an MRC of $[**].
	 
	 	6.	 	Voicemail. Voicemail is an optional network feature available
to Customer at an MRC of $[**] per configured user, which is fixed for the
Term.
	 
	 	7.	 	Expedited Provisioning. A service fee of $[**] per circuit
will be charged to Customers who request expedited provisioning of Internet
Dedicated transport, whether the circuit is provisioned by Verizon or by
another local exchange carrier.

	 	B.	 	IP Integrated Access. Current rates and charges are described below and in the
Guide. VoIP IP Integrated Access Service is available via the A LA CARTE pricing model
with Tiered pricing options.

	 	1.	 	Tiered Pricing — Simultaneous Calling Capacity Charge.
Customer will pay the following monthly recurring charge (“MRC”) — which is
fixed for the Term — per simultaneous calling unit multiplied by the number of
simultaneous call units Customer selects. A minimum of two units is required.
Each such simultaneous calling unit includes unlimited intra-enterprise VoIP
(VoIP origination and termination) calling, unlimited local calling, and an
allotment of inter-enterprise VoIP (either origination or termination is
non-VoIP) long distance (“LD”) minutes as set forth below. Tiered overage
charges will apply as outlined below for minutes in excess of established
limits. Minutes cannot be shared between locations [multiple buildings on a
campus with a single VoIP connection comprise a single location] nor can they
be rolled over from

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	 	 	 	month to month. Calls to international locations can also
be made but are billed at metered rates as defined in the Guide.

	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	Inter-enterprise	 	 
	 	 	MRC Per	 	Intra-enterprise	 	Local Calls	 	VoIP LD Mins	 	Domestic Long
	Service Type	 	Simultaneous Call	 	VoIP mins Included	 	Included	 	Included	 	Distance
	Domestic LD and
Local
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	Domestic LD 

only
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]

[**].

	 	2.	 	Optional Virtual Fx Service Simultaneous Calling Capacity
Charge. Virtual Fx allows Customer to receive inbound calls on a Direct Inward
Dial (DID) number associated with a location outside the local exchange area
for Customer’s physical location. Customer shall pay an MRC per Simultaneous
Call for optional Virtual Fx Inbound Local service of $[**]. Each such monthly
charge includes the ability to receive one inbound local call at a time.
Virtual Fx Service does not permit VoIP outbound calling at any location where
a Virtual Fx-originated call may terminate. Customer will pay a separate
charge for the DIDs as set forth in Section 2.6 in the Service Attachment.
	 
	 	3.	 	Change in Simultaneous Call Count. Customer must maintain its
simultaneous call count for at least a [**] period before requesting a change
in simultaneous call count.
	 
	 	4.	 	Equipment and Access.

	 	a.	 	In addition to the fees set forth above,
Customer will pay the applicable fees (not included here) for the
gateway, access or transport service (e.g., port and permanent virtual
circuit charges), CPE, or any other service or equipment not explicitly
described as part of the A LA CARTE pricing. Such fees will be
described in the separate contract for the attendant service and/or
CPE.
	 
	 	b.	 	A LA CARTE pricing does not include Verizon
Internet Dedicated or Private IP Service which must be purchased
separately by Customer as transport for use with IP Integrated Access
VoIP Service.

	 	5.	 	Service Establishment Fee. Customer will pay a non-recurring
service establishment fee as set forth below.

	 	 	 
	 	 	Service Establishment Fee
	Number of Active DIDs	 	(per location)
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	 	6.	 	Feature Profiles. A “feature profile” is established for every
unique DID number. IP Integrated Access sites are provided feature profiles
[**].
	 
	 	7.	 	Optional Network Features. Customer will pay for the optional
network features at the following rates, which are fixed for the Term:

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	Optional Network Features(s)	 	MRC
	Auto Attendant

	 	[**]
	Voicemail

	 	[**]

 

			
	*	 	“Instance” means each menu of options that a caller may choose to access. Each separate listing
of touch tone options presented to a caller is considered a separate menu.

	 	C.	 	IP Trunking. Current rates and charges are described below and in the Guide.
VoIP IP Trunking Service is available via the A LA CARTE pricing model with Tiered
pricing options.

	 	1.	 	Tiered Pricing — Simultaneous Calling Capacity Charge.
Customer will pay the following monthlyrecurring charge (“MRC”) — which is
fixed for the Term — per simultaneous calling unit multiplied by the number of
simultaneous call units Customer selects. A minimum of two units is required.
Each such simultaneous calling unit includes unlimited intra-enterprise VoIP
(VoIP origination and termination) calling, unlimited local calling, and an
allotment of inter-enterprise VoIP (either origination or termination is
non-VoIP) long distance (“LD”) minutes as set forth below. Tiered overage
charges will apply as outlined below for minutes in excess of established
limits. Minutes cannot be shared between locations [multiple buildings on a
campus with a single VoIP connection comprise a single location] nor can they
be rolled over from month to month. Calls to international locations can also
be made but are billed at metered rates as defined in the Guide.

	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	Inter-enterprise	 	 
	 	 	MRC Per	 	Intra-enterprise	 	Local Calls	 	VoIP LD Mins	 	Domestic Long
	Service Type	 	Simultaneous Call	 	VoIP mins Included	 	Included	 	Included	 	Distance
	Domestic LD and
Local
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	Domestic LD only

	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]

[**].

	 	2.	 	Optional Virtual Fx Service Simultaneous Calling Capacity
Charge. Virtual Fx allows Customer to receive inbound calls on a Direct Inward
Dial (DID) number associated with a location outside the local exchange area
for Customer’s physical location. Customer shall pay an MRC per Simultaneous
Call for optional Virtual Fx Inbound Local service of $[**]. Each such monthly
charge includes the ability to receive one inbound local call at a time.
Virtual Fx Service does not permit VoIP outbound calling at any location where
a Virtual Fx-originated call may terminate. Customer will pay a separate
charge for the DIDs as set forth in Section 2.6 in the Service Attachment.
	 
	 	3.	 	Change in Simultaneous Call Count. Customer must maintain its
simultaneous call count for at least a [**] period before requesting a change
in simultaneous call count.
	 
	 	4.	 	Equipment and Access.

	 	a.	 	In addition to the fees set forth above,
Customer will pay the applicable fees (not included here) for the
gateway, access or transport service (e.g., port and permanent virtual
circuit charges), CPE, or any other services or equipment not
explicitly described as part of the A LA CARTE pricing. Such fees will
be described in the separate contract for the attendant service and/or
CPE.
	 
	 	b.	 	A LA CARTE pricing does not include Verizon
Internet Dedicated or Private IP Service which must be purchased
separately by Customer as transport for use with IP Integrated Access
VoIP Service.

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	 	5.	 	Network Application Fees. Network application fees are charged
for domain name, mail, new services, and other network applications. See the
Network Application Fee Schedule at www.verizonbusiness.com/terms.
	 
	 	6.	 	Service Establishment Fee. Customer will pay a non-recurring
Service establishment fee as set forth below.

	 	 	 
	 	 	Service Establishment Fee
	Number of Active DIDs	 	(per location)
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	 	7.	 	Feature Profiles. A “feature profile” is established for every
unique DID number. IP Trunking sites are provided feature profiles [**].

	 	8.	 	Optional Network Features. Customer will pay for the optional
network features at the following rates, which are fixed for the Term:

	 	 	 
	Optional Network Features(s)	 	MRC
	Auto Attendant

	 	[**]
	Voicemail

	 	[**]

 

			
	*	 	“Instance” means each menu of options that a caller may choose to access.
Each separate listing of touch tone options presented to a caller is
considered a separate menu.

	 	D.	 	Hosted IP Centrex. Current rates and charges are described below and in the
Guide. VoIP Service is available via the A LA CARTE pricing model with Unlimited or
Tiered pricing options and via the BUNDLED pricing model with Unlimited options. For
each Customer location, up to two T-1 lines may be utilized (each of which must be
purchased as part of a separate bundle).

	 	1.	 	A LA CARTE Unlimited Pricing — Simultaneous Calling Capacity
Charge. Customer will pay the following monthly recurring charge (“MRC”) —
which is fixed for the Term — per simultaneous calling unit multiplied by the
number of simultaneous call units Customer selects. A minimum of two units is
required. Each such simultaneous calling unit includes unlimited
intra-enterprise VoIP (VoIP origination and termination) calling, unlimited
local calling (if the customer purchases Domestic LD and local), and unlimited
inter-enterprise VoIP (either origination or termination is non-VoIP) long
distance (“LD”) minutes as set forth below. Calls to international locations
can also be made but are billed at metered rates as defined in the Guide.

	 	 	 
	Service Type	 	MRC Per Simultaneous Call
	Domestic LD and Local

	 	[**]
	Domestic LD only

	 	[**]

[**].

	 	 	 	Unlimited pricing is available to Customer only if it is not:

[**].
	 
	 	2.	 	A LA CARTE Tiered Pricing — Simultaneous Calling Capacity
Charge. Customer will pay the following monthly recurring charge (“MRC”) —
which is fixed for the Term

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— per simultaneous calling unit multiplied by the
number of simultaneous call units Customer selects. A minimum of two units is
required. Each such simultaneous calling unit includes unlimited
intra-enterprise VoIP (VoIP origination and termination) calling, unlimited
local calling, and an allotment of inter-enterprise VoIP (either origination or
termination is non-VoIP) long distance (“LD”) minutes as set forth below.
Tiered overage charges will apply as outlined below for minutes in excess of
established limits. Minutes cannot be shared between locations [multiple
buildings on a campus with a single VoIP connection comprise a single location]
nor can they be rolled over from month to month. Calls to international
locations can also be made but are billed at metered rates as defined in the
Guide.

	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	Inter-enterprise	 	 
	 	 	MRC Per	 	Intra-enterprise	 	Local Calls	 	VoIP LD Mins	 	Domestic Long
	Service Type	 	Simultaneous Call	 	VoIP mins Included	 	Included	 	Included	 	Distance
	Domestic LD and
Local

	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	Domestic LD only

	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]

[**].

	 	3.	 	Optional Virtual Fx Service Simultaneous Calling Capacity
Charge. Virtual Fx allows Customer to receive inbound calls on a Direct Inward
Dial (DID) number associated with a location outside the local exchange area
for Customer’s physical location. Customer shall pay an MRC per Simultaneous
Call for optional Virtual Fx Inbound Local service of $[**]. Each such monthly
charge includes the ability to receive one inbound local call at a time.
Virtual Fx Service does not permit VoIP outbound calling at any location where
a Virtual Fx-originated call may terminate. Customer will pay a separate
charge for the DIDs as set forth in Section 2.6 in the Service Attachment.
	 
	 	4.	 	Change in Simultaneous Call Count. Customer must maintain its
simultaneous call count for at least a [**] period before requesting a change
in simultaneous call count.
	 
	 	5.	 	Equipment and Access.

	 	a.	 	In addition to the fees set forth above,
Customer will pay the applicable fees (not included here) for the
gateway, access or transport service (e.g., port and permanent virtual
circuit charges), CPE, or any other services or equipment not
explicitly described as part of the A LA CARTE pricing. Such fees will
be described in the separate contract for the attendant service and/or
CPE.
	 
	 	b.	 	A LA CARTE pricing does not include Verizon
Internet Dedicated or Private IP Service which must be purchased
separately by Customer as transport for use with IP Integrated Access
VoIP Service.

	 	6.	 	BUNDLED Pricing — Base MRC.

	 	a.	 	Base MRC. Customer will pay the MRC set forth
below for BUNDLED pricing — which is fixed for the Term — based on
the attendant transport service (either Internet DSL or Internet
Dedicated) and router option (standard or upgraded). The applicable
VoIP Service Equipment (defined in Section 3.12.2 in the Service
Attachment) is included in the base MRC.

	 	 	 
	BUNDLED Pricing Transport Options	 	Base MRC
	Internet DSL Office 384 kbps

	 	[**]
	Internet DSL Office 768 kbps

	 	[**]
	Internet Dedicated Tiered 768 kbps with standard router

	 	[**]
	Internet Dedicated Tiered 768 kbps with upgraded router

	 	[**]

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	Internet Dedicated Price Protected T1 (1.5 Mbps) with standard router

	 	[**]
	Internet Dedicated Price Protected T1 (1.5 Mbps) with upgraded router

	 	[**]
	Optional Internet Dedicated Shadow T1 (1.5 Mbps)

	 	[**]

	 	b.	 	Composition of Base MRC. The base MRC applies
to each bundle at each Customer location and includes the selected
BUNDLED transport service (including Shadow T1, if applicable), the
applicable VoIP Service Equipment, local access and unlimited outbound
U.S. long distance and local calling (subject to the number of
simultaneous calling units selected). Each bundle is limited to the
capacity of the transport service selected (either 384 kbps, 768 kbps
or 1.5 Mbps) and to the simultaneous calling capacity available and
selected for that transport service (for example, up to a maximum of 41
simultaneous calls on a 1.5 Mbps T1). The capacity of the Ethernet
switch provided via BUNDLED pricing (whether standard or upgraded) is
based on the simultaneous calling capacity selected. Additional
capacity must be purchased separately.

	 	7.	 	BUNDLED Pricing — Simultaneous Calling Capacity Charge —
Unlimited Plan. Customer will pay a monthly recurring charge (“MRC”) of $[**]
 — which is fixed for the Term — per simultaneous calling unit multiplied by
the number of simultaneous call units Customer selects. A minimum of two units
is required. (So, for example, $[**] will be charged for the
two-simultaneous-call minimum). Each such simultaneous calling unit includes
unlimited intra-enterprise VoIP (VoIP origination and termination) calling,
unlimited local calling (if the customer purchases Domestic LD and local), and
unlimited inter-enterprise VoIP (either origination or termination is non-VoIP)
long distance (“LD”) minutes as set forth below. Calls to international
locations can also be made but are billed at metered rates as defined in the
Guide.
	 
	 	 	 	Unlimited pricing is available to Customer only if it is not:

[**].
	 
	 	8.	 	BUNDLED Pricing Limitations. Optional IP phones, external
firewalls, or any other services or equipment not explicitly described as part
of BUNDLED pricing are not included with BUNDLED pricing.
	 
	 	9.	 	Shadow T1 Service. In addition, Customer may order optional
BUNDLED Internet Dedicated Shadow T1 Service (available only if the upgraded
router option is selected for the transport service), to back up Customer’s
primary BUNDLED transport service, for the base MRC indicated above in Section
2.5.1, above. When in use, BUNDLED Internet Dedicated Shadow T1 Service uses
the Verizon Service Equipment included with Customer’s primary BUNDLED Internet
Dedicated Service).
	 
	 	10.	 	Optional Switching Capacity.

	 	a.	 	Analog Gateway. The BUNDLED pricing Base MRC
covers VoIP Service Equipment sufficient for a number of analog gateway
ports equal to the simultaneous calling capacity selected. Customer
will pay an additional MRC for any analog gateway capacity needed to
support additional end-users (the “Extra Analog Gateway MRC”). The
Extra Analog Gateway MRC is $[**] for each block of [**] additional
end-users to be supported above the simultaneous calling capacity
selected.
	 
	 	b.	 	Ethernet Switch for Upgraded Router. If
Customer selects one of the types of BUNDLED transport service which
include an upgraded router as indicated above, for an additional MRC of
$[**], Customer may select a Cisco 2950
optional Ethernet switch, supporting up to [**] ports, used in
connection with BUNDLED Internet Dedicated service. Other upgraded
Ethernet switches, not

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	 	 	 	described here, are also available pursuant to the separate CPE
Service Attachment.

	 	11.	 	BUNDLED Site Activation Fee. Subject to change, a BUNDLED Site
Activation Fee of $[**] and $[**] will be charged respectively for each
Internet Dedicated bundle and each Internet DSL bundle at each location.
	 
	 	12.	 	Service Establishment Fee. Customer will pay a non-recurring
Service Establishment Fee as set forth below (subject to change):

	 	 	 
	Number of active DID	 	Charge per Location
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	 	13.	 	Expedited Provisioning (Bundled Pricing). A service fee of
$[**] per circuit will be charged to Customers who request expedited
provisioning of Internet Dedicated transport, whether the circuit is
provisioned by Verizon or by another local exchange carrier.
	 
	 	14.	 	Optional Network Features available with A LA CARTE or BUNDLED
pricing. Customer will pay for the optional network features at the following
rates, which are fixed for the Term:

	 	 	 
	Optional Network Features(s)	 	MRC
	Auto Attendant

	 	[**]
	Accounting and Authorization codes

	 	[**]
	Attendant Console

	 	[**]
	Remote Office

	 	[**]
	Additional feature profiles**

	 	[**]
	Voicemail

	 	[**]

 

			
	*	 	With respect to the Auto Attendant feature, “instance” means each menu of
options that a caller may choose to access. Each separate listing of touch
tone options presented to a caller is considered a separate menu.

	 
	**	 	A “feature profile” is the user name and password a subscriber is given
to access the Verizon Customer Center so he/she can personalize features.
Customers are provided one feature profile for each simultaneous call unit.
Additional feature profiles are charged at the rate shown.

	 	E.	 	SUPPLEMENTAL RATES AND CHARGES — VoIP SERVICE

	 	1.	 	Network Application Fees. Network application fees are charged
for domain name, mail, new services, and other network applications. See the
Network Application Fee Schedule at www.verizonbusiness.com/terms.
	 
	 	2.	 	Dispatch Charge. Subject to change, Customer will pay a
dispatch charge of $[**] for each occasion in which Verizon dispatches a
technician to make a Customer-requested change or adjustment in VoIP Service
during the installation process.
	 
	 	3.	 	Billing Initiation. Customer can arrange to port its numbers
using LNP (Local Number Portability) at the same time VoIP service with BUNDLED
pricing is made available for use, or delay LNP for up to [**] afterwards.
Billing for VoIP service with BUNDLED pricing will begin no later than the [**]
after the VoIP service is available for use.

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	 	4.	 	Outbound “Off-Net” International Calling. U.S.
VoIP-to-International PSTN calls are charged at the rates set forth in the
Guide.
	 
	 	5.	 	Optional Local Service Features. The optional local service
features are charged at the rates set forth in the Guide.
	 
	 	6.	 	Direct Inward Dial (DID) Service. Customer may purchase DID
service at the current rate of $[**] per month per block of [**] DID numbers
plus an installation charge (currently $[**] per block of [**] DID numbers).
	 
	 	7.	 	On-Site Training Charge. On-site training is available
pursuant to a separate site service attachment at the rates set forth for VoIP
service.
	 
	 	8.	 	Equipment. Optional equipment required for any VoIP service
(“CPE”) is provided pursuant to a separate CPE Service Attachment.

	II.	 	Discounts.

	 	A.	 	Term discounts shown in the table below are applicable only:

	 	•	 	Within A LA CARTE and BUNDLED Pricing: Simultaneous Call Charge; Optional
Network Feature Charges; DID blocks; and
	 
	 	•	 	Within BUNDLED Pricing: Pricing Base Charge; Shadow T1 redundancy; and
rental price for the first [**] Cisco 2950 Ethernet Switches.

	 	 	 	Discounts are not available for any other VoIP Services, charges, or features.

	 	 	 
	Service Type	 	Discount
	[**]

	 	[**]%

	II.	 	TERMS AND CONDITIONS

	 	A.	 	Business Application. VoIP Service is offered only to commercial business
customers.
	 
	 	B.	 	Equipment. Optional CPE required for any VoIP Service is provided pursuant to
the CPE Service Attachment.
	 
	 	C.	 	Emergency Calling Services. Enhanced 911 service (“E-911”) currently enables
users to access an appropriate public safety answering point (“PSAP”) by dialing 911
with Automatic Number Identification (hereinafter referred to as “ANI”) and Automatic
Location Identification (“ALI”) displayed at the PSAP. The ANI may be the calling
party number (“CPN”) or the billing telephone number (“BTN”) depending on Customer’s
configuration. The ability to access an appropriate PSAP depends on the type,
configuration and location of the phone used. Verizon provides E-911 only in locations
where such 911 calling is available and only under the limited circumstances described
below. Furthermore, much like access to 911 emergency service via traditional PSTN
local service, access to a PSAP will be unavailable if Customer’s access circuit
or local gateway fails. Customer is responsible for complying with all applicable
911 emergency calling service laws.

	 	1.	 	Long Distance Service/Limitations on E-911. VOIP-based Long
Distance Voice Service does not provide E-911 access. Thus, to ensure proper
E-911 access and support, Customer must obtain separate Local service when only
Long Distance Voice Service is ordered from Verizon.
	 
	 	2.	 	PS/ALI. If Customer requires location-specific ALI (such as
floor and room number within a building) delivery to the PSAP for TDM KSU
systems, TDM PBX/KSU systems, IP PBX/KSU systems, or otherwise desires E-911
service to be provided for multiple user configurations, Customer must
implement Private Switch/Automatic Location Identification (PS/ALI). Customer
may obtain the software and support that enable PS/ALI from a third-party
provider. In all cases, VoIP Service can only support the delivery of the
caller’s station level phone number to a PSAP when such telephone numbers are
ported to Verizon during the initial provisioning process or are numbers
assigned by Verizon. Before Verizon will support Customer’s use of PS/ALI,
Customer must execute Verizon’s LOA (see Section 3.4, below). Once PS/ALI is
implemented, Verizon will continue to send 911 calls to the PSAP; however,
Customer and not Verizon

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	 	 	 	will be entirely responsible for the content of the information delivered in
ALI to the PSAP.
	 
	 	3.	 	Other Access Limitations. Common events that can limit access
to E-911 include but are not limited to:

	 	•	 	Loss of Electric Service. VoIP Service will be interrupted if there
is a loss of electric service. Customers are urged to implement a
battery backup system for VoIP Service.
	 
	 	•	 	Loss of Broadband Service. VoIP Service will be interrupted if the
attendant broadband connection is not available.
	 
	 	•	 	Failure of Equipment. The malfunction or failure of equipment,
software or hardware necessary for end-to-end Internet functionality
(e.g., routers, IP phones, analog gateways, etc.) can limit access to
E-911.
	 
	 	•	 	Failure to Register New Location of Equipment. Currently, Verizon
is not able to provide E-911 except at the user’s registered primary
service location. If a VoIP phone is to be used at a location other
than the user’s registered primary service location, E-911 will not be
available.
	 
	 	•	 	Non-Recognition of Phone Number. If an end-user uses a non-native
telephone number (i.e., a telephone number from a local exchange area
different from where the caller is located), E-911 access may be
limited.

	 	4.	 	End-User Notice Requirements. Customer will notify all of its
end users of Verizon VoIP of the interaction and/or limitations of E-911 with
Verizon VoIP. Customer also will notify all such end-users what procedures
they must follow for registering a new location prior to moving an IP phone.
	 
	 	5.	 	Corrupt ANI and Emergency Call Trace Limitations. If the ANI
delivered to Verizon in the 911 call setup message is not recognized and
therefore considered “corrupt,” the call will be automatically routed by
Verizon to an Emergency Call Relay Center (ECRC). Such a call will be answered
by operators who will relay the call to the appropriate emergency service
provider based on the caller’s ability to communicate a current location and
emergency service needed. If the caller is unable to communicate current
location, call trace procedures will be implemented. Note that call trace
capabilities may be limited.
	 
	 	6.	 	Disclaimer of Certain Damages. E-911 service is offered solely
as an aid in contacting an appropriate PSAP in connection with fire, police and
other emergencies. Verizon is not responsible for any losses, claims, demands,
suits or any liability whatsoever (“Losses”), including without limitation (i)
losses to or relating to Customer or a third party, (ii) losses for any
personal injury or property damage or loss, (iii) losses claimed to have been
caused by (a) mistakes, omissions, interruptions, delays, errors or other
defects in the provision of E-911, or (b) installation, operation, failure to
operate, maintenance, removal, presence, condition, location or use of any
equipment and facilities furnishing VoIP service. Verizon also is not
responsible for any infringement or invasion of the right of privacy of any
person or persons caused or claimed to have been caused, directly or
indirectly, by the installation, operation, failure to operate, maintenance,
removal, presence, condition, occasion or use of E-911 and the equipment
associated with it, or by any services furnished by Verizon including, but not
limited to, the identification of the telephone number, address or name
associated with the phone used by the party or parties accessing E-911, and
which arise out of the negligence or other wrongful act of Verizon, customer,
its users, agencies or municipalities, or the employees or agents of any one of
them.
	 
	 	7.	 	Indemnity. CUSTOMER WILL INDEMNIFY, DEFEND, AND HOLD VERIZON
HARMLESS FROM ANY CLAIMS OR CAUSES OF ACTION ARISING FROM THE
NON-IMPLEMENTATION OF PS/ALI AND/OR ENABLING OF STATION LEVEL 911 SERVICE, OR
THE FAILURE OF PS/ALI OR STATION LEVEL 911 SERVICE IF ENABLED.

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	 	D.	 	Letter of Authorization. To the extent Customer’s VoIP Service includes the
provision of Verizon’s Local voice service and Customer implements PS/ALI, Customer
will execute Verizon’s Letter of Authorization (“LOA”) that lists affected telephone
numbers (via range, if applicable) and the attendant street addresses. Verizon will
use the LOA to notify the appropriate Incumbent Local Exchange Carrier (ILEC) that
Customer, not Verizon, is now responsible for building, loading, and maintaining the
location-specific ALI database for the CPNs associated with the BTNs.
	 
	 	E.	 	No Resale. VoIP Service is provided only to Customer. Resale by Customer of
VoIP Service as a stand-alone service is prohibited. However, if Customer subscribes
to a tiered pricing plan for VoIP Service, Customer may provide to and be compensated
by end users for VoIP-based services as a component of a larger service offering
provided, for example, to a retirement home, campus-living facility, or hotel.
	 
	 	F.	 	Customer Responsibilities. In addition to the other obligations of Customer
contained in this Service Attachment and the Agreement, Customer will be responsible
for the following obligations:

	 	1.	 	Customer-Obtained Facilities. Except as otherwise expressly
stated herein, Customer is responsible for obtaining, installing, configuring
and maintaining all equipment (including, but not limited to, SIP Phones,
gateways and firewalls), software, wiring, power sources, telephone connections
and/or communications services necessary for inter-connection with Verizon’s
network or otherwise for use in conjunction with VoIP Service (“Facilities”).
Customer is responsible for ensuring that such Facilities are compatible with
Verizon’s requirements (including being certified for use with VoIP Service
where applicable), and that they continue to be compatible with subsequent
revision levels of Verizon-provided equipment, software and services. Customer
is responsible for operation and configuration of its computer(s) and LAN/WAN.
If Customer connects any Facilities to VoIP Service that Customer reasonably
should know
may not be compatible with VoIP service, Customer is solely responsible for
any effects that arise from that connection on VoIP service, equipment or
software of Verizon, Customer, or any third party, and Customer waives any
claims against Verizon relating to the performance of VoIP service.

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	 	2.	 	Security. Use of VoIP service, like other network-based
services, carries certain security risks to the systems and networks of
Customer, Verizon and third parties including, but not limited to: misuse,
unauthorized access; alterations; theft; destruction; corruption; and attacks
(“Occurrences”). Customer shall, at its own expense, take security measures,
including but not limited to use of firewalls, passwords, access restrictions,
encryption, policies and physical access restrictions (“Security Measures”) to
protect from Occurrences all VoIP Service traffic, Facilities and other
equipment, software, data and systems located on Customer’s premises or
otherwise in Customer’s control and used in connection with VoIP service,
whether owned by Customer, Verizon or Verizon’s subcontractors. Customer
agrees that Verizon is not liable, in contract, tort, or on any other basis,
for any loss resulting from any Occurrences or use of such VoIP Service
traffic, Facilities, or other equipment, software, data and systems. Customer
is responsible for all Security Measures, even if Customer uses a third party
(or Verizon) to configure and implement them.

	 	G.	 	Design Approval. Notwithstanding the inclusion of this VoIP Service Attachment
in Customer’s contract, availability of VoIP Service on a site-by-site basis is subject
to having a site design reviewed and approved by Verizon.
	 
	 	H.	 	Service Disclaimer. Verizon shall not be responsible for certain conditions r
equipment that may affect VoIP Service, including, without limitation:

	 	•	 	Failure or poor performance of Customer’s Domain Name Server (“DNS
Server”) and/or local area network (“LAN”) upon which VoIP Service
relies. Network-related outages also may occur, and service
restoration intervals may vary from those associated with traditional
telecommunications service.
	 
	 	•	 	Communications from analog modems may have protocol interaction
issues when used over VoIP technology (due to their handshake and
error-checking rules) and cannot be assured of the same quality as
other communications;
	 
	 	•	 	VoIP Service is provided without any warranty whatsoever with
respect to modems. Modems may not be used on VoIP Service except with
Codec G.711 without silence suppression.
	 
	 	•	 	Alarm lines (whether or not they use modems) are wholly unsupported
on VoIP Service (with respect to both service and wiring, without
limitation).
	 
	 	•	 	Customer will be responsible for all inside wiring and special
construction charges.

	 	I.	 	Geographic Coverage. VoIP Service is not available in Hawaii or Alaska and may
not be available in other states or regions.
	 
	 	J.	 	Restrictions. Customer understands that use of VoIP Service is restricted in
the following manner:

	 	•	 	Customer may not extend its VoIP service to locations outside of the U.S.
without written permission from Verizon.
	 
	 	•	 	At any given time, Customer may only place as many concurrent calls as it
has purchased;
	 
	 	•	 	Customer may not modify the Verizon-installed design and/or configuration
without the previous written consent of Verizon; Customer expressly
acknowledges that any violation of the foregoing restrictions on its use of
VoIP Service will result in the immediate termination of services.

	 	K.	 	Call Origination Information. Customer acknowledges that Verizon classifies
local and long distance calls to determine appropriate rate allocation (i.e., local,
intrastate or interstate). Verizon bases this classification on the information in
Verizon’s systems identifying each call’s originating

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	 	 	 	location. As accurate information regarding the origination point of calls is
necessary to make the appropriate rate allocation, it is a material condition of
this Service Attachment that customer provide Verizon with accurate information
reflecting its calls’ originating location. Customer therefore warrants that it
will, at all times use, for each telephone station, a telephone number with an
NPA-NXX code ()i.e., the first six digits of a 10-digit number, representing the
area code and exchange) that Verizon has assigned to the rate center area in which
that customer telephone station is located. Customer further warrants that it will
not alter the originating location of any its calls to reflect the NPA-NXX code
associated with an intermediate point or some point other than where the call
originated and will, upon request from Verizon, provide Verizon with supporting
information to confirm the accuracy of the originating call information from all
such calls. Customer hereby indemnifies Verizon with respect to any third-party
claims associated with Customer’s failure to fulfill its obligations under this
section.
	 
	 	L.	 	Additional Terms and Conditions for BUNDLED pricing Model. The BUNDLED pricing
model is subject to the following additional terms and conditions.

	 	1.	 	Verizon may interrupt BUNDLED Internet DSL or Internet
Dedicated Services for scheduled or emergency maintenance or as otherwise set
forth in this Agreement. Internet DSL local loop connections between
Customer’s location and Verizon will be arranged by Verizon, and are provided
through a local exchange carrier. Customer authorizes Verizon to act as its
agent with respect to the ordering, installing, monitoring, testing, repairing,
and performing all related activities regarding the local exchange carrier and
the Internet DSL local loop connection. Internet DSL may be unavailable in any
particular location, even after being ordered. Service availability and speed
level cannot be determined until a technician visits the site and performs
installation tests. If Internet DSL is not available (either entirely or at
the speed level ordered) after being ordered, the order will be deemed
canceled. If Internet DSL is available at a lower speed level, customer may
reorder the service at the new speed level. Once in service, Internet DSL may
be interrupted as a result of various circumstances, including those involving
the local exchange carrier, over which Verizon may have limited control. In
particular, the resolution of a local loop interruption may be delayed if local
exchange carrier support is not available or effective.
	 
	 	2.	 	VoIP Service Equipment.

	 	a.	 	General. At all times, title to any equipment
provided by Verizon as part of VoIP Service (“VoIP Service Equipment”)
will remain with Verizon. Customer shall (i) maintain the VoIP Service
Equipment and any associated software, systems, cabling and facilities
in accordance with the reasonable instructions or Verizon as may be
given from time to time; (ii) not modify, relocate, or in any way
interfere with the VoIP Service Equipment unless expressly authorized
by a representative of Verizon to do so; and (iii) not cause the VoIP
Service Equipment to be repaired, serviced, or otherwise accessed
except by an authorized representative of Verizon. Failure of Customer
to permit Verizon representatives entry, upon reasonable request, to
Customer premises or service locations to repair or maintain VoIP
Service or equipment will discharge
Verizon from its service obligation. Upon termination or expiration
of this Agreement, Customer will return the VoIP Service Equipment to
Verizon at Verizon’s expense in the manner set forth in the Guide.
	 
	 	b.	 	Maintenance. With respect to the VoIP Service
Equipment only, Verizon will provide the following maintenance services
(“Maintenance Services”): (i) Use commercially reasonable efforts to
isolate any problems with the VoIP Service Equipment that resides on
Customer’s site and send a technician to Customer’s site if necessary;
(ii) replacement of affected components if Verizon, in its sole
discretion, determines that any VoIP Service Equipment that resides on
Customer’s premise needs to be replaced; such component to be replaced
with a

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	 	 	 	component in good working order and of like kind and functionality
from a manufacturer of Verizon’s choice at the time of replacement.
	 
	 	c.	 	Normal Use Limitation. Maintenance Services
only apply to problems arising out of the normal use of the VoIP
Service Equipment and do not apply if the VoIP Service Equipment is
damaged as a result of the negligence or willful misconduct of
Customer. If repair and/or replacement is required because of damage
caused by Customer’s negligence or willful misconduct, Customer will be
charged time at a rate of $[**] per hour during normal business hours
to repair the VoIP Service Equipment, and Customer will be charged the
replacement cost of VoIP Service Equipment requiring replacement.

	 	3.	 	Service Level Agreement. The Service Level Agreement (“SLA”)
for VoIP is set forth at www.verizonbusiness.com/terms. Verizon reserves the
right to amend SLAs from time to time, effective upon either posting of the
revised SLA to that URL or providing other notice to Customer. These SLAs set
forth Customer’s sole remedies for any claim relating to VoIP Service
(including the Internet Dedicated or Internet DSL Office service), including
any failure to meet the conditions set forth in these SLAs. Verizon’s records
and data are the basis for all SLA calculations and determinations. Under
these SLAs, the maximum amount of credit available to Customer for any calendar
month shall not exceed the following (a) for A LA CARTE pricing, the [**]; or
(b) for BUNDLED pricing, the [**].

	 	M.	 	Additional Terms and Conditions for IP Flexible T1

	 	1.	 	E-911 — Calling Limitations

	 	a.	 	E-911 provided via IP Flexile T1 will pass ANI
and the registered primary service address of that ANI as ALI. If
Customer requires location-specific ALI (such as floor and room number
within a building) delivery to the PSAP for TDM KSU systems, Customer
must implement Private Switch/Automatic Location Identification
(PS/ALI). Customer may obtain the software the support that enable
PS/ALI from a third-party provider. In all cases, VoIP Service can
only support the delivery of the caller’s station level phone number to
a PSAP when such telephone numbers are ported to Verizon during the
initial provisioning process or are numbers assigned by Verizon.
	 
	 	B.	 	Before Verizon will support Customer’s use of
PS/ALI, Customer must execute Verizon’s LOA (see Section 3.4 in the
Service Attachment). Once PS/ALI is implemented, Verizon will continue
to send 911 calls to the PSAP; however, Customer and not Verizon will
be entirely responsible for the content of the information delivered in
ALI to the PSAP.

	 	2.	 	IP Flexible T1 Service Restrictions:

	 	•	 	For each Customer location, up to two T-1 lines may be utilized
(each of which must be purchased as part of a separate bundle).
	 
	 	•	 	Customer may not utilize auto-dialers or any similar type of device
in connection with IP Flexible T1 VoIP Service.
	 
	 	•	 	Customer may not utilize IP Flexible T1 VoLP Service in any call
center environment or in connection with any similar such application.
	 
	 	•	 	Customer may not utilize IP Flexible T1 VoIP Service for
telemarketing, fax broadcasting, fax blasting, or continuous or
extensive call forwarding.
	 
	 	•	 	Customer may not aggregate traffic from multiple sites into a single
site configured with IP Flexible T1 VoIP Service.
	 
	 	•	 	Customer expressly acknowledges that any violation of the foregoing
restrictions on its use of IP Flexible T1 VoIP Service will result in
the immediate termination of services.

	 	N.	 	Additional Terms and Conditions for IP Integrated Access

	 	1.	 	E-911 — Calling Limitations.

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	 	a.	 	E-911 provided via IP Integrated Access will
pass ANI and the registered primary service address of that ANI as ALI.
If VoIP Service is provided to a campus environment where all
buildings have the same service address and rate center using a TDM
PBX/KSU, then Customer acknowledges and agrees that when 911 is dialed,
the call will be routed to the appropriate PSAP based on the primary
service address of the calling ANI.
	 
	 	b.	 	If Customer purchases VoIP Service in a
single-site tenant or hotel configuration with a TDM PBX/KSU, it is
responsible for complying with all applicable emergency 911 laws. The
latter may include state or local laws that require it (as owner of the
TDM PBX) to implement PS/ALI to ensure required E-911 support for
multiple user configurations to enable station level 911 ANI and ALI
display.
	 
	 	c.	 	If Customer purchases VoIP Service in a
geographically-distributed multi-site environment using a TDM PBX or
Key System, then only Long Distance Voice Services will be available
and Customer will be responsible for obtaining separate Local service
as set forth in Section 3.3.1 in the Service Attachment.

	 	O.	 	Additional Terms and Conditions for IP Trunking

	 	1.	 	E-911 — Calling Limitations.

	 	a.	 	E-911 provided via IP Trunking will pass ANI
and the registered primary service address of that ANI as ALI. If VoIP
Service is provided to a campus environment where all buildings have
the same service address and rate center using a IP PBX/KSU, then
Customer acknowledges and agrees that when 911 is dialed, the call will
be routed to the appropriate PSAP based on the primary service address
of the calling ANI.
	 
	 	b.	 	If Customer purchases VoIP Service in a
single-site tenant or hotel configuration with a IP PBX/KSU, it is
responsible for complying with all applicable emergency 911 laws. The
latter may include state or local laws that require it (as owner of the
IP PBX) to implement PS/ALI to ensure required E-911 support for
multiple user configurations to enable station level 911 ANI and ALI
display.
	 
	 	c.	 	If Customer purchases VoIP Service is a
geographically-distributed multi-site environment using an IP PBX, then
only Long Distance Voice Service will be available and Customer will be
responsible for obtaining separate Local service as set forth in
Section 3.3.1 in the Service Attachment.

	 	P.	 	Additional Terms and Conditions for Hosted IP Centrex.

	 	1.	 	E-911 — Calling Limitations.

	 	a.	 	E-911 provided via IP Integrated Access will
pass ANI and the registered primary service address of that ANI as ALI.
If VoIP Service is provided to a campus environment where all
buildings have the same service address and rate center using a TDM
PBX/KSU, then Customer acknowledges and agrees that when 911 is dialed,
the call will be routed to the appropriate PSAP based on the primary
service address of the calling ANI.
	 
	 	b.	 	If Customer purchases VoIP Service in a
single-site tenant or hotel configuration with a TDM PBX/KSU, it is
responsible for complying with all applicable emergency 911 laws. The
latter may include state or local laws that require it (as owner of the
TDM PBX) to implement PS/ALI to ensure required E-911 support for
multiple user configurations to enable station level 911 ANI and ALI
display
	 
	 	c.	 	If Customer purchases VoIP Services in a
geographically-distributed multi-site environment using a TDM PBX or
Key System, then only Long Distance Voice Service will be available and
Customer will be responsible for obtaining separate Local service as
set forth in Section 3.3.1 in the Service Attachment.

	 	2.	 	E-911 — Limitations on Mobility.

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	 	a.	 	When 911 is dialed on an IP phone used with
VoIP Service, the call is routed to the appropriate PSAP based on the
primary service address of the ANI for the customer’s configuration.
Therefore, if moved to a new location, Customer must report the change
of location and the phone may need to be reconfigured in order for an
E-911 call to be routed to the appropriate PSAP. If Customer moves an
IP phone without reporting the change of location or moves an IP phone
outside Verizon’s E-911 service area, VoIP Service may be suspended
until Customer informs Verizon of the change or moves the IP phone back
within Verizon’s E-911 service area.
	 
	 	b.	 	Change in Registered Location. Any of
Customer’s end users who want to use a VoIP Service-enabled IP phone
other than at its current registered location, must call Verizon’s
Customer Service Center at 877-769-8956 (or at such number as Verizon
subsequently informs Customer) in order to process a Move/Change
service order to be re-registered for the new location. These
procedures may require a change in the end user’s telephone number.
Moving an IP phone may cause the phone’s IP address to change. Turning
the power to a phone off and then back on, or unplugging it and then
plugging it back in may also cause the IP address to change. A change
in an IP phone’s IP address indicates to Verizon that the phone may
have been moved. Verizon may, but is not obligated to, monitor the IP
phone’s IP address. If Verizon detects that an IP phone’s IP address
has changed, and Verizon is unable to confirm that the IP phone has not
been moved, Verizon will conclude the phone has been moved and will
suspend VoIP Services to that phone. VoIP Service will remain
suspended to that phone until Customer has confirmed to Verizon that
the IP phone is at its registered location, or until a new fixed
location within Verizon’s coverage area has been registered for the
location to which that end user’s phone has been moved. End users with
suspended VoIP Service will only be able to call Verizon’s Customer
Service Center or make outbound 911 calls; however, the call will be
rerouted to the emergency service provider associated with the
registered location.

	 	3.	 	Service Disclaimer. Customer understands that use of Hosted IP Centrex VoIP
Service is restricted in the following manner:

	 	•	 	Customer may not utilize VoIP Service in any call center environment
or in connection with any similar such application.
	 
	 	•	 	Customer may not use VoIP Service for telemarketing, fax
broadcasting, fax blasting or continuous or extensive call forwarding.
	 
	 	•	 	Customer may not aggregate traffic from multiple sites into a single
site configured with Hosted IP Centrex VoIP Service.
	 
	 	•	 	Customer’s design may not be configured with more than [**]
oversubscription, i.e., no more than [**] DIDs per simultaneous call.
	 
	 	•	 	Customers may not utilize continuous or extensive call forwarding.
	 
	 	•	 	Customer may not utilize auto-dialers or any similar type of device
in connection with VoIP service.

Voice Services

LOCAL SERVICE — CLEC

The Local Service — CLEC local exchange services provided pursuant to this Attachment (“Local
Service) are provided by MCImetro Access Transmission Services LLC d/b/a Verizon Access
Transmission Services, MCImetro Access Transmission Services of Virginia, Inc. d/b/a Verizon Access
Transmission Services of Virginia, or

Page 20 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

MCImetro Access Transmission Services of Massachusetts, Inc. d/b/a Verizon Access Transmission
Services of Massachusetts, as applicable.

	I.	 	Rates and Charges. Service is governed by applicable Tariff provisions relating to Verizon
Business Services II, as supplemented by this Attachment and the related Agreement.

	 	1.	 	Local Lines. Customer will pay the Monthly Recurring Charges
(“MRC”), which include unlimited local usage and the install charges indicated
in the table below. IntraLATA toll; interstate, intrastate and international
long distance; toll free and calling card minutes and NOT included. Customer
understands that the limitations may apply, based on location, as provided in
applicable tariffs. Verizon will install the local lines from the nearest
Central Office to the location where the telecommunications provider’s wiring
crosses or enters a property. Customer will be responsible for all inside
wiring and special construction charges. Features are provided pursuant to the
applicable state tariffs.

	 	 	 	 	 
	 	 	Install Charge	 	 
	Market	 	Per Line	 	MRC Per Line*
	Austin, Dallas, Fort Worth, Houston & San Antonio, TX

	 	[**]
	 	[**]
	California; Hartford, CT; Philadelphia & Pittsburgh, PA; Stamford, CT

	 	[**]
	 	[**]
	Illinois; Michigan; Salt Lake City, UT; Washington

	 	[**]
	 	[**]
	Cincinnati, Cleveland & Toledo, OH; Indianapolis, IN; Oregon;

	 	[**]
	 	[**]
	Delaware; Kansas City, Springfield & St. Louis MO; Milwaukee, WI; PA
(rest of state); UT (rest of state); WI (rest of state)

	 	[**]
	 	[**]
	IN (rest of state); Iowa: Jacksonville, Miami, Orlando (BellSouth),
Orlando (Sprint) (Winter Park) & Tampa, FL; Nebraska; Nevada

	 	[**]
	 	[**]
	Arizona; Charlotte, NC, Colorado; Idaho; Minnesota; New Mexico; OH
(rest of state);

	 	[**]
	 	[**]
	Raleigh, NC
	 	 	 	 
	Boca Raton, FL; North Dakota

	 	[**]
	 	[**]
	FL (rest of state); South Dakota; TX (rest of state)

	 	[**]
	 	[**]
	CT (rest of state); Kansas

	 	[**]
	 	[**]
	Birmingham, AL; Washington, DC

	 	[**]
	 	[**]
	Atlanta, GA; New Jersey; New York; Tennessee

	 	[**]
	 	[**]
	Arkansas; Baltimore, MD; Louisiana; Massachusetts; MO (rest of
state); Montana; N. Virginia; New Hampshire;

	 	[**]
	 	[**]
	Jackson, MS; NC (rest of state)

	 	[**]
	 	[**]
	Kentucky; Maine; Rhode Island

	 	[**]
	 	[**]
	AL (rest of state); VA (rest of state)

	 	[**]
	 	[**]
	GA (rest of state)

	 	[**]
	 	[**]
	MD (rest of state); Oklahoma

	 	[**]
	 	[**]
	MS (rest of state); South Carolina; Vermont

	 	[**]
	 	[**]
	Wyoming

	 	[**]
	 	[**]
	West Virginia

	 	[**]
	 	[**]
	Hawaii

	 	[**]
	 	[**]

 

			
	*	 	A monthly recurring, non-discountable end user common line ((EUCL) charge of $[**] applies. No
additional local number portability (LNP) charge applies.

	 	2.	 	Local Trunks. Customers will pay the MRCs and the install
charges indicated in the table below for Local Trunks, which include unlimited
local usage and EUCL/LNP. Interstate, intrastate and international Long
Distance, Toll Free or Calling Card Minutes, Direct Forward Dialing numbers and
local features ate NOT included and are provided pursuant to the applicable
state tariffs.

Page 21 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	 	 
	 	 	 	 	Monthly Recurring
	Service Type	 	Install	 	Charge Per Trunk
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]

	 	3.	 	Regional Metered Line. Customer will pay an MRC, and a
rate-per-minute charge (“RPM”) for all local exchange usage at the rates
indicated in the able below, for Regional Metered Line service, based on
Customer’s commitment to a minimum term for Regional Metered Line of either
one, two or three years. Additional charges apply for IntraLATA toll,
interstate, intrastate, international long distance, toll free and calling card
service. Verizon will install the local lines from the nearest Central Office
to the location where the telecommunications provider’s wiring crosses or
enters a property. Customer will be responsible for all inside wiring and
special construction charges. Features are provided pursuant to the applicable
state tariffs.

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	Market City	 	Base	 	Base	 	 	 	Market City	 	Base	 	Base	 	 	 	Market City	 	Base	 	Base
	State	 	Location	 	MRC*	 	RPM	 	State	 	Location	 	MRC*	 	RPM	 	State	 	Location	 	MRC*	 	RPM
	[**]

	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]

	 	 	 	A total of 1 page has been omitted and filed separately with the Securities
and Exchange Commission.

 

			
	*	 	A monthly recurring, non-discountable end user common line (EUCL) charge of
$[**] applies. No additional local number portability (LNP) charge applies.

	 	4.	 	Local Metered T1. Customer will pay an MRC, and a RPM charge
for all local exchange usage at the rates indicated in the table below, for
Local Metered T1 (ISDN-PRI) service, based on Customer’s commitment to a
minimum term for Local Metered T1 (ISDN-PRI) service of either one, two or
three years. Additional charges apply for IntraLATA toll, interstate,
intrastate, international long distance, toll free and calling card service.
No additional EUCL charge or LNP charge applies. Verizon will install the
local lines from the nearest Central Office to the location where the
telecommunications provider’s wiring crosses or enters a property. Customer
will be responsible for all inside wiring and special construction charges.
Features are provided pursuant to the applicable state tariffs.

	 	 	 	 	 
	Service Type	 	Base MRC	 	Base RPM
	[**]

	 	[**]
	 	[**]

	 	5.	 	Hosted Voice Messaging Service (Voicemail). Voicemail services
provided pursuant to this Attachment (“Voicemail Service”) are governed by, and
will change in accordance with, the Guide and any applicable Tariffs, as
supplemented by this Attachment and the related Agreement. Customer will pay
the Monthly Recurring Charge (“MRC”) for Voicemail service as well as
applicable one-time charges set forth below.

	 	 	 	 	 
	Service	 	Install	 	MRC per Mailbox
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]

	 	6.	 	Local Installation Waiver Promotion. As a promotional offering
for Local Service ordered between October 1, 2006 and December 31, 2006,
Verizon will waive installation and other one-time charges associated with
Verizon Local Service ordered under this Agreement at the time Customer signs
it except for those related to disaster

Page 22 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	recovery, Telecommunications Service Priority, expedited installation,
non-listed/non-published service, and any charges imposed by third parties
(including access, egress, jack or wiring changes). Without limitation,
usage and usage-related charges (e.g. taxes, tax-like surcharges, and
Governmental charges) also will not be waived. Waived installation fees are
set out above for reference with respect to orders to which the promotion
does not apply.

	 	A.	 	Discounts. Customer will receive the following discount percentage off the
MRCs and RPM for Local Service listed above.

	 	 	 
	Service Type	 	Discount off MRC
	Local

	 	[**]%

LONG DISTANCE SERVICE

	I.	 	Rates and Charges.

	 	A.	 	Intrastate Outbound, Inbound (Toll Free) and Calling Card Service. Customer
will pay the following per minute rates, which are fixed for the Term of this
Agreement, for domestic intrastate outbound (based on origination type), inbound (toll
free) usage (based on termination type), and calling card usage (based on switched
origination). Other Long Distance rates and charges are set forth in the applicable
Tariffs.

	 	 	 	 	 
	 	 	Rate Per-Minute
	 	 	Switched &	 	 
	 	 	Card, as	 	Dedicated &
	State	 	applicable	 	Local*
	Alabama

	 	[**]
	 	[**]
	Arizona

	 	[**]
	 	[**]
	Arkansas

	 	[**]
	 	[**]
	California

	 	[**]
	 	[**]
	Colorado

	 	[**]
	 	[**]
	Connecticut

	 	[**]
	 	[**]
	Delaware

	 	[**]
	 	[**]
	Florida

	 	[**]
	 	[**]
	Georgia

	 	[**]
	 	[**]
	Hawaii

	 	[**]
	 	[**]
	Idaho

	 	[**]
	 	[**]
	Illinois

	 	[**]
	 	[**]
	Indiana

	 	[**]
	 	[**]
	Iowa

	 	[**]
	 	[**]
	Kansas

	 	[**]
	 	[**]
	Kentucky

	 	[**]
	 	[**]
	Louisiana

	 	[**]
	 	[**]
	Maine

	 	[**]
	 	[**]
	Maryland

	 	[**]
	 	[**]
	Massachusetts

	 	[**]
	 	[**]
	Michigan

	 	[**]
	 	[**]
	Minnesota

	 	[**]
	 	[**]
	Mississippi

	 	[**]
	 	[**]
	Missouri

	 	[**]
	 	[**]
	Montana

	 	[**]
	 	[**]
	Nebraska

	 	[**]
	 	[**]
	Nevada

	 	[**]
	 	[**]
	New Hampshire

	 	[**]
	 	[**]
	New Jersey

	 	[**]
	 	[**]
	New Mexico

	 	[**]
	 	[**]
	New York

	 	[**]
	 	[**]
	North Carolina

	 	[**]
	 	[**]
	North Dakota

	 	[**]
	 	[**]
	Ohio

	 	[**]
	 	[**]
	Oklahoma

	 	[**]
	 	[**]
	Oregon

	 	[**]
	 	[**]
	Pennsylvania

	 	[**]
	 	[**]
	Rhode Island

	 	[**]
	 	[**]
	South Carolina

	 	[**]
	 	[**]
	South Dakota

	 	[**]
	 	[**]
	Tennessee

	 	[**]
	 	[**]
	Texas

	 	[**]
	 	[**]
	Utah

	 	[**]
	 	[**]
	Vermont

	 	[**]
	 	[**]
	Virginia

	 	[**]
	 	[**]
	Washington

	 	[**]
	 	[**]
	West Virginia

	 	[**]
	 	[**]
	Wisconsin

	 	[**]
	 	[**]
	Wyoming

	 	[**]
	 	[**]

Page 23 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

 

			
	*	 	Indicates pricing, where applicable, for those customers originating/terminating based upon call
type for calls over Verizon local service.

	 	B.	 	Interstate Outbound (Toll Free) Service and Calling Card Service. Customer
will pay the following per minute rates, which are fixed for the Term of this
Agreement, for domestic interstate outbound usage (based on origination type), inbound
(toll free) usage (based on termination type) and calling card usage (based on switched
origination). Other Long Distance rates and charges are set forth in the Guide
Provisions for Voice Services.

	 	 	 
	Origination/Termination Type	 	Rate Per-Minute
	Switched/Card

	 	[**]
	Dedicated/Local Network Connection

	 	[**]

	 	C.	 	International Outbound, Inbound (Toll-Free) and Calling Card Service. For
international outbound and calling card service, Customer will pay the per minute
rates, which are fixed for the Term of this Agreement, specified in the Guide
provisions relating to outbound Service (a Voice Service), including Card, usage that
originates in the U.S. Mainland, Hawaii and U.S. Virgin Islands, and terminates to
mobile telephone in international locations (based on origination type). Customer will
pay an additional per-minute surcharge for calls that terminate to mobile telephones in
international locations at the rates set forth in the Guide (where applicable).
Customers will pay the per minutes rates, which are fixed for the Term of this
Agreement, specified in the Guide provisions relating International Toll Free Service
usage which originates from the applicable international locations and terminates via
switched, dedicated, or local terminations in the U.S. Mainland, Hawaii, and the U.S.
Virgin Islands.
	 
	 	D.	 	LD Voice Package. Customer will pay the following flat rate monthly charge
(“MRC”), fixed for the Term of the Agreement, for all intrastate and interstate
outbound Long Distance calls from any single Customer site up to [**] minutes per month
originating from a T1 or PRI purchased from Verizon.

	 	 	 
	Agreement Term	 	MRC*
	One Year

	 	[**]
	Two Years

	 	[**]
	Three Years

	 	[**]

 

			
	*	 	Overage Rate: Customer will pay a per-minute charge of $[**] for each minute in excess of [**] in
a month.

	 	 	Customer understands that the LD Voice Package is restricted in the following manner:

	 	1.	 	International long distance, inbound (toll free), and calling card minutes are
NOT included.
	 
	 	2.	 	Customer may not utilize auto-dialers or any similar type of device in
connection with the LD Voice Package.
	 
	 	3.	 	Customer may not utilize the LD Voice Package in any call center environment or
in connection with any such similar environment.

	 	 	Customer expressly acknowledges that any violation of the foregoing restrictions will result
in the immediate termination of the LD Voice Package by Verizon and the resumption of
standard rates for affected services.
	 
	II.	 	Discounts.

	 	A.	 	Interstate. Customer will receive a discount off the Interstate rates listed
above.

	 	 	 
	Service Type	 	Discount off per Minute Rate
	Interstate Outbound Long Distance And Calling Card Usage

	 	[**]%

Page 24 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 
	Service Type	 	Discount off per Minute Rate
	Interstate Inbound (Toll Free) Usage

	 	[**]%

	 	B.	 	International Outbound, Inbound (Toll Free) and Calling Card Service. Customer
will receive the following discount off the per minute rates listed in the Guide
provisions relating to International Outbound, Inbound (Toll Free) and Calling Card
service.

	 	 	 
	Service Type	 	Discount off per Minute Rate
	International Outbound Long Distance And
Calling Card Usage

	 	[**]%

	 	 	 
	Service Type	 	Discount off per Minute Rate
	International Inbound (Toll Free) Long Distance Usage

	 	[**]%

	III.	 	Special Pricing.

	 	A.	 	Interstate Outbound Voice Service (Option 1), including interstate Calling Card
Service. Verizon interstate outbound voice services (“Outbound Voice Service”)
provided pursuant to this Attachment are governed by the Guide provisions relating to
Voice Service. The following rates per minute for Interstate Outbound Voice Service
will be fixed for the Term and are in lieu of all other rates, discounts and
promotions, including those set forth herein:

Interstate Outbound, Option 1

	 	 	 
	Origination	 	Rate Per minute
	Local
	 	[**]
	Dedicated
	 	[**]
	Switched
	 	[**]

	 	 	 	For Calling Card Service, Customer will pay the Switched/Dedicated or the
Switched/Switched rates, based on the type of termination.
	 
	 	B.	 	Interstate Inbound Voice Service (Option 1). Verizon interstate inbound voice
services (Inbound Voice Service”) provided pursuant to this Attachment are governed by
the Guide provisions relating to Voice Service. The following rates per minute for
Interstate Inbound Voice Service will be fixed for the Term and are in lieu of all
other rates, discounts and promotions, including those set forth herein:

Interstate Inbound, Option 1

	 	 	 
	Origination	 	Rate Per minute
	Local
	 	[**]
	Dedicated
	 	[**]
	Switched
	 	[**]

	 	C.	 	Intrastate Voice Service State-Specific Option 1. In lieu of all other rates,
discounts and promotions, including those set forth herein, Customer will pay the
following per minute rates, which are fixed for the Term, for domestic intrastate
outbound (based on origination type), inbound (toll free) usage (based on termination
type), and calling card usage (based on switched origination) for the following States.
Other long distance rates and charges are set forth in the applicable Tariffs.
	 
	 	 	 	These rates apply in response to competitive marketplace conditions, as Customer
asserts that otherwise it will accept another company’s offer.

Page 25 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

Intrastate Outbound Voice Service — State Specific — (Option 1)

	 	 	 	 	 	 	 
	State(s)	 	Local Origination	 	Dedicated Origination	 	Switched Origination
	Massachusetts

	 	[**]
	 	[**]
	 	[**]

Intrastate Inbound Voice Service — State Specific — (Option 1)

	 	 	 	 	 	 	 
	State(s)	 	Local Origination	 	Dedicated Origination	 	Switched Origination
	Massachusetts

	 	[**]
	 	[**]
	 	[**]

Conferencing Services

AUDIO CONFERENCING AND NET CONFERENCING SERVICE

	I.	 	Rates and Charges. Customer will pay the following rates and charges below including those
charges set forth in the Audio and Net Conferencing Services Additional Charges section.

	 	A.	 	Audio Conferencing.

	 	1.	 	US Audio Conferencing. Customer will pay the following per
minute per-bridge port rates, which are fixed for the Term of this Agreement,
for Audio Conferencing service covering calls that originate and terminate in
the U.S. Mainland, Alaska, Hawaii, Puerto Rico and the U.S. Virgin Islands.
Except as noted below charges are inclusive of both bridging and transport.
Customer is responsible for all other charges associated with domestic Audio
Conferencing at standard rates, which are described in the Guide.

	 	 	 	 	 
	Level	 	Domestic Audio Conferencing Service Type	 	Rate Per Minute
	Premier

	 	Dial Out Access
	 	[**]
	Premier

	 	Toll-Free Meet Me
	 	[**]
	Premier

	 	Toll Meet-Me Access (bridging only)
	 	[**]
	Standard

	 	Standard Level Dial Out Access
	 	[**]
	Standard

	 	Standard Level Toll-Free Meet-Me Access
	 	[**]
	Standard

	 	Standard Level Toll Meet-Me Access (bridging only)
	 	[**]
	Unattended

	 	Toll-Free Meet-Me Access
	 	[**]
	Unattended

	 	Toll Meet-Me Access
	 	[**]
	Instant Meeting

	 	Dial Out Access
	 	[**]
	Instant Meeting

	 	Toll-Free Meet-Me
	 	[**]
	Instant Meeting

	 	Toll Meet-Me Access (bridging only)
	 	[**]

	 	2.	 	Canadian Audio Conferencing. For Audio Conferencing Dial Out
and Toll Free Meet-Me Access (1) originating in the U.S. Mainland, Alaska,
Hawaii and the U.S. Virgin Islands and terminating in Canada, and (2)
originating in Canada and terminating in the U.S. Mainland, Alaska, Hawaii, and
the U.S. Virgin Islands, Customer will pay, in lieu of standard rates and any
discounts, the per-minute per-bridge port fixed rates described herein.
Charges are inclusive of both bridging and transport. Customer is responsible
for all other charges not indicated under this Agreement associated with
Canadian Audio Conferencing Service at standard rates. The following rates per
minute will be fixed for the Term.

	 	 	 	 	 
	Level	 	Domestic Audio Conferencing Service Type	 	Rate Per Minute
	Premier

	 	Canada Dial Out Access
	 	[**]
	Premier

	 	Canada Toll-Free Meet Me
	 	[**]
	Standard

	 	Canada Dial Out Access
	 	[**]

Page 26 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	 	 
	Level	 	Domestic Audio Conferencing Service Type	 	Rate Per Minute
	Standard

	 	Canada Toll-Free Meet-Me Access
	 	[**]
	Unattended

	 	Canada Toll-Free Meet-Me Access
	 	[**]
	Instant Meeting

	 	Canada Toll -FreeMeet-Me Access
	 	[**]

	 	3.	 	US Dial Out International Audio Conferencing. International
Audio Conferencing (dial out from a US bridge). In lieu of any other
discounts, Customer will receive a fixed discount of [**] percent ([**]%) off of
the current standard rates in the Guide (which include both transport and
bridging) for domestically bridged International Dial-Out Audio Conferencing,
and those current standard rates are set forth below.
	 
	 	4.	 	Global Access Transport Charges (U.S. Bridged). The following
per-minute per bridge-port usage charges apply in the following countries based
on availability of service, zone and origination access type. Bridging charges
are additional and are priced at Customer’s applicable Toll Meet Meet-Me Access
rate per minute. Global Access Transport charges are not eligible for any
additional discounts. The following rates per minute will be fixed for the
Term.

	 	 	 
	Originating Access Method/Zone	 	Rate Per Minute
	Local Toll
	 	 
	A

	 	[**]
	B

	 	[**]
	C

	 	[**]
	D

	 	[**]
	E

	 	[**]
	Local Freephone
	 	 
	A

	 	[**]
	B

	 	[**]
	C

	 	[**]
	D

	 	[**]
	E

	 	[**]
	F

	 	[**]
	G

	 	[**]

	 	B.	 	Net Conferencing.

	 	1.	 	Per-Minute Option. Customer will pay the following per minute
rates, which are fixed for the term of this Agreement, for Net Conferencing.
The Net Conferencing services provided under this Service Attachment are
described in the Guide.

	 	 	 
	Service Type	 	Rate Per Minute
	Net Conferencing Per-Minute Option

	 	[**]

	 	2.	 	Net Conferencing Seat-Based Option (“Seat-Based Net”).
Customer will be eligible for the following rates for Seat-Based Net Services.
In order to utilize Seat-Based Net, Customer must sign or submit a Seat-Based
Net Enrollment/Order Form (“Enrollment/Order Form”). Any additions or
modifications to Customer’s Seat-Based Net Service during the Term will be
controlled by the submission of a completed change form (“Seat-Based Change
Form”). The effective date of any Enrollment/Order Form will be no later than
the first day of the second full billing cycle following Customer’s submission
of the Enrollment/Order Form to Verizon. No back credits will be available.
Customer will be responsible for all other charges associated with Seat-Based
Net, including, but not limited to, Set-Up charges and Overage charges, at the
then standard

Page 27 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	rates set forth in the Guide. The per seat per month charges are
fixed for the Term; all other charges are subject to change from time to time
with changes in the Guide.

	 	 	 
	Product: Seat Commitment	 	Per Seat Per Month
	[**]

	 	[**]

	 	 	 	[**]

	 	3.	 	Net Conferencing Enterprise Edition (“EE”). Customer will be
eligible for the following rates for EE. In order to utilize EE, Customer must
sign or submit an EE Enrollment/Order Form (“Enrollment/Order Form”). Any
additions or modifications to Customer’s EE Service during the Term will be
controlled by the submission of a completed change form (“Change Form”). The
effective date of any Enrollment/Order Form will be no later than the first day
of the second full billing cycle following Customer’s submission of the
Enrollment/Order Form to Verizon. No back credits will be available. Customer
will be responsible for all other charges associated with EE, including, but
not limited to, Set-Up charges and Overage charges, at the then standard rates
set forth in the Guide. The per minute charges are fixed for the Term; all
other charges are subject from time to time with changes in the Guide.

	 	 	 
	US Enterprise Edition Committed	 	Rate Per Minutes/Overage
	Minutes Range	 	Per Minute
	[**]
	 	[**]
	[**]

[**]
	 	[**]

[**]
	[**]

[**]

[**]
	 	[**]

[**]

[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	II.	 	Discounts. Customer will receive the following discount percentage, off the Audio
Conferencing and New Conferencing rates listed in the Guide. Discounts do not apply to any
charges, if applicable, for Operator Hosting (without limitation) and Seat-Based pricing.

	 	 	 
	Service Type	 	Discount off Rate Per Minute
	Audio Conferencing and Net Conference
	 	[**]%

	III.	 	Audio and Net Conferencing Services Additional Charges. Customer will pay the standard rates
in the Guide for Audio and Net Conferencing Services and those current standard rates are set
forth below. Unless otherwise notes, the following rates and charges are not fixed for the
Term.

	 	 	 	 	 	 	 	 	 	 	 
	US Dial Out International Audio Conferencing
	 	 	Rate Per Minute Per	 	 	 	Rate Per Minute Per	 	 	 	Rate Per Minute Per
	Termination Country	 	Participant	 	Termination Country	 	Participant	 	Termination Country	 	Participant
	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]

A total of
6 pages have been omitted and filed separately with the Securities and Exchange
Commission.

Page 28 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

VIDEO CONFERENCING SERVICE

	I.	 	Rates and Charges. Customer will pay the rates indicated below, which are fixed for the Term
of this Agreement (unless otherwise indicated), for the Video Conferencing services provided
pursuant to this Attachment (“Video Conferencing Service”). Customer is responsible for all other charges
associated with Video Conferencing Service at standard rates.

	 	A.	 	ISDN Port (Bridging) Usage.

	 	 	 
	Charge Type	 	Per Minute Rate Per Site
	[**]
	 	[**]
	[**]
	 	[**]

	 	 	 	An additional $[**] per call per minute charge applies for Premier Level
Video Conferencing.
	 
	 	B.	 	ISDN Dial Out Transport. Transport for Video Conferencing Service is based
upon Participant’s site location.

	 	 	 
	Location	 	112/128 Kbps Per Minute Rate Per Site
	[**]

[**]

	 	[**]

[**]
	[**]

	 	[**]
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	 	[**]
	 
	 	 
	[**]

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	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	 	C.	 	IP Access Port (Bridging) Usage.

	 	 	 	 	 
	IP Access Video Port	 	Premier */Standard/Unattended	 	Instant Video
	Bridging Speed	 	Rate Per Minute per Site	 	Rate per Minute per Site
	[**]
	 	[**]
	 	[**]
	[**]
	 	[**]
	 	[**]
	[**]
	 	[**]
	 	[**]

	 	 	 	An additional $[**] per call per minute charge applies for Premier Level Video
Conferencing.
	 
	 	D.	 	Additional Video Conferencing Service Charges. These charges are not fixed for
the Term.

	 	 	 	 	 
	Description	 	Charge	 	Billing Unit
	[**]
	 	[**]
	 	[**]

A total of 1 page has been omitted and filed separately with the Securities and Exchange
Commission.

Network Access Services

NETWORK ACCESS

Page 29 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	I.	 	Rates and Charges. Customer will pay the monthly recurring charges (“MRC”) and one-time
charges related to network access services as follows:

	 	A.	 	Analog Local Access, DSO (Hubless) Access, T-1 (DS1) Digital Access, DS3 Local
Access and SONET Access (collectively know as “Time Division Multiplexor (“TDM”) —
based access services”) are provided pursuant to the Guide provisions relating to
Network Services Local Access Services, Verizon Business Services II.
	 
	 	B.	 	Converged Ethernet Access and Ethernet Private Line (“EPL”) Access
(collectively known as Ethernet Access services”) are provided pursuant to the Guide
provisions relating to Ethernet Services, Verizon Business Services II.

	II.	 	Discounts. Customer will receive the following discount percentage off the MRC’s listed in
the Guide for the following types of Access.

	 	 	 
	Service Type	 	Discount off MRC
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	III.	 	Terms and Conditions. Network access services are provided by MCI Legacy Company, TDM —
based network access services are provided pursuant to the Guide provisions relating to
Network Services Local Access Services. Ethernet Access services are provided pursuant to the
Guide provisions relating to Ethernet Services.

Data Networking Services

FRAME RELAY — DOMESTIC SERVICE

	I.	 	Rates and Charges. Customer will pay the following monthly recurring charges (“MRC”), which
are fixed for the Term of this Agreement, for each port and Permanent Virtual Circuit (“PVC”)
as indicated in the table below for Frame Relay circuits, based on the port and PVC speed
ordered by Customer. One-time charges and recurring feature and PVC usage charges are set
forth in the Guide provisions relating to Frame Relay for Verizon Business Services II.

	 	A.	 	Port MRCs.

	 	 	 	 	 	 	 
	Port	 	MRC	 	Port	 	MRC
	[**]
	 	[**]
	 	[**]
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	[**]
	 	[**]	 	 	 	 

	 	B.	 	PVC MRCs

	 	 	 	 	 	 	 
	PVC	 	MRC	 	PVC	 	MRC
	[**]
	 	[**]
	 	[**]
	 	[**]
	[**]
	 	[**]
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	[**]
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	 	[**]

Page 30 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	 	 	 	 
	PVC	 	MRC	 	PVC	 	MRC
	[**]
	 	[**]
	 	[**]
	 	[**]
	[**]
	 	[**]
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	 	[**]
	[**]
	 	[**]	 	 	 	 

	II.	 	Discounts. Customer will receive the following discount percentage off the Frame Relay Port
and PVC MRCs listed in the Guide.

	 	 	 
	Service Type	 	Discount off MRC
	Frame Relay — Ports and PVCs
	 	[**]%

	III.	 	Terms and Conditions. The Verizon frame relay (IXC) services provided pursuant to this
Attachment (“Frame Relay Service”) are governed by the Guide provisions relating to Frame
Relay for Verizon Business Services II; as supplemented by this Attachment and the related
Agreement.

PRIVATE IP SERVICE

	1.	 	Rates and Charges. For the purposes of the pricing below, “ICB” means charges are determined
on an individual case basis. The monthly recurring charges (“MRC”) shown below include
DiffServ Control Point (“DSCP”) 24 (Also referred to as IP Precedence 3) committed access rate
(“CAR”). Customer may order optional enhanced traffic management (“ETM”) by subscribing to
the Gold CAR with the Additional MRC in the table shown below. (Customer’s billing statement
may reflect Gold CAR charges as “EF-Real Time” charges.) Customer may order a secondary PVC
for each of its primary PVC. A secondary PVC will be priced in the same manner as a primary
PVC as shown below. Where available, a Disaster Recovery CAR can be ordered and will be
priced in the same manner as a Silver CAR. The terms PVC and CAR are used interchangeably
throughout this service attachment.

	 	A.	 	Definitions: For the purposes of the Private IP pricing below, the following
definitions apply:

	 	 	 
	Term	 	Definition
	“ICB”
	 	Charges are determined on an individual case basis
	“NA”
	 	Service is not available

	 	B.	 	Domestic Private IP. Customer will pay Verizon’s standard domestic MRCs for
Private IP Port and CARs (as defined below), which are fixed for the Term of this
Agreement, and non-recurring charges (“NRC”) shown below.

	 	1.	 	Non-Recurring Charges

	 	a.	 	Installation and Ancillary NRCs for Contiguous
United States and Puerto Rico Installations.

	 	 	 	 	 	 	 
	US & Hawaii	 	Puerto Rico
	Speed	 	NRC (per port)	 	Speed	 	NRC (per port)
	56/64 Kbps.

	 	[**]
	 	56/64 Kbps —
2.048 Mbps
	 	[**]
	128 Kbps — 1.024
Mbps

	 	[**]
	 	3.072 Mbps —
4.096 Mbps
	 	[**]

Page 31 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	 	 	 	 
	US & Hawaii	 	Puerto Rico
	Speed	 	NRC (per port)	 	Speed	 	NRC (per port)
	1.536 Mbps

	 	[**]
	 	Greater than
4.096 Mbps
	 	[**]
	Greater than 1.536
Mbps up to and
including 44.736
Mbps

	 	[**]	 	 	 	 

	 	 	 
	Ancillary Type	 	NRC (per port)
	Cancellation charge prior to install

	 	[**]
	Order expedite

	 	[**]

	 	b.	 	Disaster Recover, Geographic Gateway Diversity
and Router Diversity NRCs for US and Hawaii.

	 	 	 	 	 
	 	 	NRC per Port
	 	 	 	 	Geographic Gateway
	 	 	 	 	Diversity and Router
	Speed	 	Disaster Recovery	 	Diversity
	64 Kbps

	 	[**]
	 	[**]
	128 Kbps — 1.024 Mbps

	 	[**]
	 	[**]
	1.536 Mbps

	 	[**]
	 	[**]
	Greater than 1.536 Mbps
up to and including
44.736 Mbps

	 	[**]
	 	[**]

	 	c.	 	Remote Configuration Charges for Contiguous
United States Installations.

	 	 	 
	Charge Type	 	NRC (per port)
	Standard — Remote Configuration standard work time ([**]
hours per site).

	 	[**]
	Non-Standard — each additional hour spent on Remote
Configuration per site.

	 	[**]

	 	2.	 	Monthly Recurring Charges

	 	a.	 	Port Charges for the Contiguous United States
and Hawaii Installations.

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	Bundled Subrate	 	 	 	 	 	Bundled Ethernet	 	 	 	Disaster 
	Bundled Port Speed	 	 	 	Disaster Recovery	 	DS-3 Port Speed	 	 	 	Disaster Recovery	 	Flow Port Speed*	 	Bundled 	 	 Recovery
	(dedicated only)	 	Bundled Port MRC	 	MRC	 	(dedicated only)	 	Bundled Port MRC	 	MRC	 	(dedicated only)	 	 Port MRC	 	MRC
	[**]
	 	[**]
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	**	 	Ethernet service is available only in the contiguous 48 US states; availability may also be
limited by other factors.

	 	b.	 	Gold CAR Charges for the contiguous United
States and Hawaii Installations

Page 32 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Speed (Kbps)	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]
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A total of 3 pages have been omitted and filed separately with the Securities and Exchange
Commission.

	 	c.	 	Puerto Rico Installations. Puerto Rico
receives international discounts.

	 	 	 	 	 	 	 
	Bundled Port Speed	 	Puerto Rico Bundled	 	 	 	Puerto Rico
	(dedicated only)	 	Port MRC	 	Gold CAR Speed	 	Additional MRC
	[**]

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	 	C.	 	International Private IP. Customer will pay the following MRC and one-time
non-recurring charges (“NRC”) for each international Private IP port and CAR. Actual
speeds available to Customer may be from [**] Kbps below those set forth below,
depending on the bandwidth offered by local loop providers.

	 	1.	 	Non-Recurring Charges: For ports and PVCs in international
locations, the following non-recurring charges apply per fort for each
installation and reconfiguration.

Page 33 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 
	International Private IP
	Speed	 	NRC (per port)
	[**]

	 	[**]
	[**]

	 	[**]

	 	2.	 	Bundled Port Charge. The following MRCs apply based upon
country and port speed.

	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	64	 	 	 	 	 	 	 	 	 	 
	Country	 	Kbps	 	128 Kbps	 	256 Kbps	 	384 Kbps	 	512 Kbps	 	768 Kbps
	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]

A total of 4 pages have been omitted and filed separately with the Securities and Exchange
Commission.

	 	a.	 	Bundled Ethernet Flow Port Rates. The
following MRCs apply based upon country and port speed.

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	Country	 	Ethernet 1M	 	Ethernet 2M	 	Ethernet 3M	 	Ethernet 4M	 	Ethernet 5M	 	Ethernet 6M	 	Ethernet 7M	 	Ethernet 8M	 	Ethernet 9M
	[**]
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	 	[**]
	 	[**]
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	 	[**]

A total of 6 pages have been omitted and filed separately with the Securities and Exchange
Commission.

	 	4.	 	Other International Private IP charges:

	 	a.	 	Cancellation Charge: A $[**] charge applies
per port in international locations for cancellation of Private IP
Service prior to installation.
	 
	 	b.	 	Expedite Charges: A $[**] non-recurring charge
applies per port for expedited installation of a port.

	 	5.	 	International Access. Customer will pay the following
International Access rates based upon building type. Current Verizon standard
rates and charges for International Access service are available from Verizon
upon request, and have been provided to Customer

	 	a.	 	For international circuits providing lit
building (i.e., type 1) local access service to non-US-based ports,
Customer will pay Verizon’s standard list rates, in effect at the time
of circuit installation.
	 
	 	b.	 	For international circuits providing non-lit
building local access service to non-US-based ports, Customer will pay
the PTT access rate in effect at the time of order based on the
conversion of the local currency to US dollars at the exchange rate in
effect at time of order.

	 	D.	 	MVIC Service.

	 	1.	 	General. In addition to the domestic and international Private
IP service locations where Verizon maintains Provider Edge equipment, Private
IP service is available in select locations through arrangements with third
party MPLS service providers (“MPLS Partners”) using MPLS VPN Interprovider
Connection (“MVIC”). MVIC connects the Verizon Private IP network to an MPLS
Partner’s MPLS networks. Customer will receive all invoices and customer
support services only from Verizon (in countries where Verizon is working with
an MPLS Partner, in-country provision of any of these services by Verizon is as
authorized agent for the MPLS Partner or as a reseller). MVIC service for each
MPLS Partner has unique pricing as specified below, and other terms including,
but not limited to, rules pertaining to the amount of AF traffic that is
allowed, or the number of Classes or Service available. Such MPLS Partner and
associated MVIC information is available through Customer’s Verizon account
representative upon request. The MCIV “Interconnect” rate applies to the MVIC
connecting the Verizon

Page 34 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	Private IP network to the MPLS Partner’s network (where applicable). The “Partner”
rate applies to the MPLS service on the MPLS Partner’s network.
	 
	 	2.	 	MVIC Interconnect and Partner Port Charges. The following NRCs
and MRCs apply based on location and port speed selected.

	 	a.	 	MVIC Port NRC.

	 	 	 
	MVIC Private IP Brazil, Canada, China, India, Mexico
	Speed	 	NRC (per port)
	[**]

	 	[**]
	[**]

	 	[**]

	 	 	 
	MVIC Private IP Alaska
	Speed	 	NRC (per port)
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	b.	 	MVIC Port MRC. All MVIC MRCs receive International Private IP discounts.

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	MPLS	 	64	 	 	 	 	 	 	 	 	 	 	 	 
	Location	 	Port Type	 	Partner	 	Kbps	 	128 Kbps	 	256 Kbps	 	384 Kbps	 	512 Kbps	 	768 Kbps	 	1.024 Kbps
	[**]

	 	[**]
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	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]

A total of 4 pages have been omitted and filed separately with the Securities and Exchange
Commission.

F. Shared Port. A Customer who accesses Private IP Service via a Verizon-provided frame relay port
or a Verizon-provided ATM service port existing at the time Private IP Service is implemented and
continues to receive frame relay services or ATM service through such port will be charged for such
port under the terms and conditions applicable to Customer’s frame relay services or ATM service.

G. Dynamic Bandwidth. Customer will pay Verizon’s MRCs and the NRCs shown below per CAR. In
addition, any changes to Customer’s CAR speed will be billed in accordance with the rates shown
above for such CAR speed.

	 	 	 	 	 
	Dynamic Change	 	NRC Set-Up Fee	 	MRC
	DCAR

	 	[**]
	 	[**]

H. Application Analysis and Application Priority. (available in the U.S. only) Application
Analysis and Application Priority are available through an amendment to this service attachment.

I. Network Assessment Service. Network Assessment service is available through a separate service
attachment.

J. Multicasting CAR.

	 	1.	 	Monthly Recurring Charges. Customer will pay Verizon’s MRCs
and NRCs shown below per sending site.

	 	 	 
	Sending Sites	 	MRC
	[**]

	 	[**]

Page 35 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 
	Sending Sites	 	MRC
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	 	2.	 	Non Recurring Charge. Customer will pay a set up charge of
$[**] for each Multicasting enabled site.

	II.	 	Discounts. Customer will receive the following discount off the port and CAR MRCs.

	 	 	 
	Service Type	 	Discount off MRC
	[**]

	 	   [**]
	[**]

	 	   [**]

	III.	 	Special Pricing.

	 	A.	 	Domestic Private IP Service (Option 1). In lieu of all other discounts and
promotions, including those set forth herein, Customer will pay Verizon’s VBSII rates
during the Term, less a fixed discount of [**]%. The discount will be applied to
Customer’s recurring port charge, CAR circuit charges and Gold circuit charges
originating from such ports. This discount does not apply to Access charges.
	 
	 	B.	 	International Private IP Service (Option 1). In liew of all other discounts
and promotions, including those set forth hereinf, Customer will pay Verizon’s VBSII
rates during the Term, less a fixed discount of [**]%. The discount will be applied to
Customer’s recurring port charges and CAR circuit charges originating from such ports.
This discount does not apply to Access charges.
	 
	 	C.	 	Installation Waiver. Verizon will waive the installation charges associated
with Verizon-provided International Private IP Ports only. This waiver does not apply
to MVIC or Partner-provided ports, or to international access loop installs. This
waiver only applies to Verizon owned port locations.

	IV.	 	Terms and Conditions. The following terms and conditions are applicable, in addition to
others set forth in the Guide.

	 	A.	 	General. Customer can only subscribe to ETM via the option Gold CAR at a speed
that is less than or equal to [**]% of the port speed. If Customer orders a 0 Kbps
Gold CAR to subscribe to ETM, Customer will receive Standard Reproting only. The 0
Kbps Gold CAR may not be available in all international locations in which Private IP
services is available.
	 
	 	B.	 	Service Level Agreement. The Service Level Agreement (“SLA”) for the Service
is attached hereto. Verizon reserves the right to amend the SLA from time to time
effective upon written notice, that may be delivered in the invoice or other reasonable
means; provided that in the event of any amendment resulting in a material reduction of
the SLA’s service levels or credits, Customer may terminate the Service without penalty
by providing Verizon written notice of termination during the 30 days following
Customer’s notice of such amendment. If Customer chooses to so terminate the Service,
Verizon will disconnect the Service within 60 days of its receipt of Customer’s notice
of termination. The SLA sets forth Customer’s sole and exclusive remedies for any
claim relating to the Service or Verizon’s network, including any failure to meet any
service level set forth in the SLA. Verizon will determine in its sole discretion what
records and data will be the basis for all SLA calculations and determinations.
Notwithstanding anything to the contrary, the maximum amount of credit in any calendar
month under the SLA will not exceed the amount that, absent the credit, would have been
charged for the Service that month.
	 
	 	C.	 	Private IP Service Options. Customer must choose from Standard or Enahnced
Traffic Management Private IP Service options.
	 
	 	D.	 	Remote Configuration. Remot Configuration Service is an optional service
available upon Customer’s request. If choosing Remote Configuration, Customer must
report detected CPE failures and provide information to Verizon or its designated point
of contact (“Verizon or its

Page 36 of 121

 

Contract ID: 545035-01

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Service Agreement

	 	 	 	Designees”) that is necessary or useful for Verizon to
perform its obligations, including any information Verizon or its Designees
specifically request. Neither Verizon nor its Designees is responsible or liable for
Customer’s document files or for data or files lost during the performance of the
Private IP Service. Upon Customer’s acceptance of the implementation of Private IP
Service by Verizon, Customer will be fully responsible for maintenance and management
of Private IP Service.
	 
	 	E.	 	WAN Analysis. Customer’s use of WAN Analysis is subject to the terms and
conditions of the third party end user license agreement, if any. All reports and
information provided by WAN Analysis are for Customer’s informational purposes only and
may not form the basis for service level agreement claims. Customer agrees that such
reports are Company confidential information.
	 
	 	F.	 	No Resale. The Services is provided only to Customer. Resale or use by
another organization is prohibited.
	 
	 	G.	 	Change in Service. Verizon may modify or eliminate Private IP Service
offerings or features upon 30 days prior written notice to Customer; provided that
Customer may terminate the Private IP Service without penalty in the 15 days following
implementation of any change that has a material adverse affect on the functionality of
the Private IP Service if Verizon fails to correct the adverse effect in the 10 days
following Customer’s written notification to Verizon of such effect.
	 
	 	H.	 	Diversity and Disaster Recovery. Customers may subscribe to one or more
optional features enabling access to the Private IP Network under circumstances where
primary access is unavailable. The term of such optional features is co-extensive with
the term for Customer’s Private IP Service.

	 	1.	 	Diversity Feature. Geographic. Diversity automatically
directs a second Customer circuit to a different Verizon gateway. Router
Diversity automatically directs a second Customer circuit to a different
Private IP switch/router.
	 
	 	2.	 	Disaster Recovery Port Feature. When Customer’s primary port
on the Private IP Network is unavaiulable due to circumstances prevailing in
Customer’s geographic locale, this feature allows a customer to redirect their
circuit to a different Verizon gateway at a different Verizon point-of-presence
(POP). Customer’s Disaster Recovery port may be located either at the site of
a third-party disaster recovery vendor, or on Customer’s own network.
Customers purchasing a Disaster Recovery port must also have primart port on
the Verizon Private IP Network and must also subscribe to either a Geographic
or Router Diversity feature. The Disaster Recovery Port features may be used
by Customer only if its primary access is unavailable or for periodic Customer
disaster recovery testing. If Verizon determines that Customer is using these
features for other purposes, including but not limited to, load balancing
between two circuits, Customer will be charged for full use of two circuits.
	 
	 	3.	 	Availability. Private IP Diversity and Disaster Recovery do
not guarantee that Customer’s Private IP Service will be always available when
the primary access is not available. Private IP Service accessed through the
use of the Disaster Recovery may be unavailable due to the same or other
circumstances that caused the primary Private IP Network access to be
unavailable. No Service Level Agreement is provided for the Private IP
Diversity or Disaster Recovery features.

	 	I.	 	Route Limits. Customer may not introduce into the PIP network more routes than
it has been assigned, based on the topology and number of sites in the customer’s
network. Verizon allows the following number of routes in Customer’s Virtual Routing
and Forwarding (VRF) table based upon the number of Customer sites (circuits) in a
given VPN.

	 	 	 
	Expected Total Number of Sites	 	Maximum Routes
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

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Service Agreement

	 	J.	 	Dynamic Bandwith. Custsomer’s access circuits must be un-channelized. Dynamic
changes to CAR values may be made not more than [**] per day. Dynamic changes to CAR
values are set to occur based on the Greenwich Meridian Time Zone and not Customer’s
local time zone.

PRIVATE LINE — METRO ACCESS SERVICE

	I.	 	Rates and Charges.

	 	A.	 	Metro Private Line Access Service. Metro Private Line (“MPL”) Access Service
is provided by MCI Legacy Company. Customer will pay monthly recurring charges (“MRC”)
for Verizon’s MPL Access Service, which are fixed for the Term of this Agreement at the
then-current rate at time of circuit installation, and non-recurring charges, as set
forth in the Guide under Metro Private Line Access Service. MRCs will begin accruing
on the Service Activation Date applicable to each MPL Access Service, unless Customer
has not provided Verizon with all information reasonably requested by Verizon for the
provisioning of MPL Access Services. If Customer fails to provide Verizon with such
information, MRCs will begin accruing on the [**] following the date of Customer’s
execution of the Agreement or Customer’s placement of an order.

	II.	 	Terms and Conditions.

	 	A.	 	Term and Termination.

	 	1.	 	Service Activation Date. The Service Activation Date for MPL
Service ordered hereunder will be the date the MPL Service is available for
Customer’s use.
	 
	 	2.	 	Term/Minimum Term. The term of MPL Service ordered hereunder
will automatically renew, expire and terminate according to the terms of the
Agreement. Notwithstanding the preceding, Customer commits to a minimum
one-year term per circuit.
	 
	 	3.	 	Early Termination. If Customer terminates any MPL Service
during the term commitment, except for Termination for Cause as provided in the
Agreement, such termination shall not be effective until 60 days after Verizon
receives written notice of termination and Customer may be required to pay,
within 30 days after wuch date: (a) all accrued but unpaid charges for the MPL
Service incurred through the effective date of termination plus (b) an amount
equal to the total of the remaining in the first year of the MPL Service term,
if any, plus (c) an amount equal to [**]% of the MRCs for the balance fo the
MPL Service term after the first year; provided that, in no event shall
Customer’s total termination liability exceed the full contract value of the
terminated MPL Service.

	 	B.	 	Service Not To Be Resold: MPL Services are intended for the use of Customer
and Customer’s customers and authorized end users. Customer may charge End Users a
user fee, but may not resell MPL Service in its entireto to another person or entity.
Verizon’s relationship is solely with Customer. Customer is solely responsible for
interacting with End Users regarding any administration, processes, and/or issues
arising from any use of any MPL Service by End Users.

Internet Services

INTERNET DEDICATED SERVICE

	I.	 	Rates and Charges. Customer will pay the monthly recurring Charges (“MMRC”), which are fixed
for the Term of this Agreement, for Internet Dedicated Services (includes Internet Dedicated
NxT1 Service, Internet Dedicated T1 Service, Internet Dedicated T3 Service, Internet Dedicated
OC3 Service, Internet Dedicated OC12 Service, Internet Dedicated OC48 Service, Internet
Dedicated GigE Port Only Service, Internet Dedicated Ethernet Service and Internet Dedicated
Fast Ethernet Poret Only Services), (“Internet Dedicated Service”) and attendant options are
listed, as applicable, in the Pricing Schedule(s) set forth below. Additional charges are
also set forth below. Prices below are for Internet Dedicated Service in the contiguous
United States. Local access (“local loop”) service is required to connect Customer’s premises
to Verizon’s network hub and is sold separately.

Page 38 of 121

 

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Service Agreement

	 	A.	 	Internet Dedicated NxR1 Service

	 	1.	 	NxT1 Ports

	 	 	 	 	 
	NxT1 MLFR	 	Start-up Fee	 	MRC
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]
	 	 	 	 
	[**]

	 	[**]
	 	[**]

	 	 	 	[**].

	 	2.	 	Relocation/Retermination Fee: $[**]

	 	B.	 	Internet Dedicated T1 Service

	 	1.	 	T1 Ports

	 	 	 	 	 
	Burstable T1	 	Start-up Fee	 	MRC
	[**]

	 	[**]
	 	[**]

	 	 	 	 [**].

	 	2.	 	Relocation/Retermination Fee: $[**]

	 	C.	 	Internet Dedicated T3 Service

	 	1.	 	T3 Ports

	 	 	 	 	 
	T3 Tiered	 	Start-up Fee	 	MRC
	[**]

	 	[**]
	 	[**]

	 	 	 	A total of 1 page has been omitted and filed separately with the Securities
and Exchange Commission.

[**].

	 	2.	 	Relocation/Retermination Fee: $[**]

	 	D.	 	Internet Dedicated Ethernet Service

	 	1.	 	Internet Dedicated Ethernet Bandwidth

Page 39 of 121

 

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Service Agreement

	 	 	 	 	 
	Tiered	 	Start-up Fee	 	MRC
	[**]

	 	[**]
	 	[**]

	 	 	 	A total of 3 pages have been omitted and filed separately with the
Securities and Exchange Commission. [**].
	 
	 	2.	 	Relocation/Retermination Fee: $[**]

	 	E.	 	Internet Dedicated Fast Ethernet Port Only Service

	 	1.	 	Internet Dedicated Fast Ethernet (“FE” Bandwidth)

	 	 	 	 	 	 	 
	Burstable Select Bandwith	 	Start Up Charge	 	MRC	 	Per Meg Overage
	[**]

	 	[**]
	 	[**]
	 	[**]

	 	 	A total of 1 page has been omitted and filed separately with the Securities and
Exchange Commission. [**].

	 	F.	 	Installation. Installation may be scheduled between the hours of 8AM and 7PM
ET Monday through Friday (excluding holidays). If Customer requires installation
outside of these hours, Verizon will charge an additional $[**] fee,
	 
	 	G.	 	Access Charges. Access (“local loop”) circuit charges are separately priced
and may be found in the Access portion of the Guide. If Customer orders its own local
loop circuits, Verizon’s Network Connection Charge — also set forth in the Guide —
shall apply.
	 
	 	H.	 	Expedited Service Fee. At Customer’s request, Verizon will request expedited
service from the telco. Customer shall pay an expedited service fee of $[**] per
circuit for all expedited telco provisioning.
	 
	 	I.	 	Cancellation Prior to Installation. A $[**] per-order charge applies to orders
for installation of Internet Dedicated Service which are cancelled by the Customer
after submission to Verizon and prior to installation of Internet Dedicated Service.

	II.	 	Discounts. Customer will receive the following discounts off the MRC set forth above, except
as otherwise specified.

	 	 	 
	Service Type	 	Discount Off MRC
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	III.	 	Special Pricing.

	 	A.	 	Internet Dedicated Service. In lieu of all other discounts and promotions,
including those set forth herein, Customer will receive the following fixed discounts
off the montly recurring charges set forth herein for Interned Dedicated Service, based
on the Service Types set forth below. Access is not eligible for these discounts and
is additional.

	 	 	 
	Internet Dedicated Service Type	 	Discount
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	IV.	 	Terms and Conditions.

Page 40 of 121

 

Contract ID: 545035-01

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Service Agreement

	 	A.	 	The Internet Dedicated Services (“Internet Dedicated Service(s)”) provided
pursuant to this Attachment are governed by the Guide provisions relating to Internet
Dedicated Service, as supplemented by this Attachment and the related Agreement.
Pricing for ARM-to-IP, Frame-to-IP, and Integrated Internet Access (collectively,
“Internet Service Options”) are also included, as applicable, in the Pricing Schedule
attached hereto.
	 
	 	B.	 	Minimum Term Commitment. The minimum Service Term for Verizon Internet
Dedicated OC-3, OC-12, OC-48 and Ethernet Service and GigE Port Only, is one year. If
the termination of the Agreement causes a Service Attachment, with any of the
aforementioned Services to terminate prior to the expiration of a minimum one-year
Service Term, Customer shall be liable for the Early Termination Charges defined below.
	 
	 	C.	 	Access. Access to a router at an Verizon Network hub near Customer’s site may
be interrupted for (i) scheduled maintenance (usually scheduled during off-hours at an
Verizon hub, such as Tuesdays and Thursdays between 3:00 AM and 6:00 AM local time),
(ii) emergency maintenance, or (iii) as otherwise set forth in the Agreement.
	 
	 	D.	 	Verizon Internet Dedicated GigE Port Only Services. Verizon’s Internet
Dedicated GigE Port Only Service is an intra-building connectivity product, and thus
the Customer’s demarcation point must reside within the same building as a
GigE-qualified Verizon-owned network hub. To ensure proper installation, Verizon will
order all telco lines within the telco facility where the Verizon hub is located.
	 
	 	E.	 	Customer Obligations — Service Not To Be Resold. While Customer can resel
Internet connectivity, Customer cannot resell the Internet Dedicated Service in its
entirety to another person or entity without the express prior written consent of
Verizon. If Customer resells Internet connectivity to end users, Customer is
responsible for (i) providing the first point of contact for end user support
inquiries, (ii) providing software fulfillment to end users; (iii) running its own
primary and secondary domain name service DNS for end users; (iv) registering end
users’ domain names, (v) using BGP routing to the Verizon Network, if requested by
Verizon; (vi) collecting route additions and changes, and providing them to Verizon;
and (vii) registering with the appropriate agency all IP addresses provided by Verizon
to Customer that are allocated to end users.
	 
	 	F.	 	Burstable Downgrade. Customer may downgrade to a lower Burstable Service level
if Customer’s Measured Use Level is at or below such Burstable Service level for at
least [**] consecutive months and Customer thereafter requests the downgrade in writing
	 
	 	G.	 	Burstable Select Upgrades/Downgrades. Customer may change (upgrade or
downgrade) its Burstable Select Service Level [**] within a given calendar month, by
requesting the same in writing. The new Service Level and applicable charges will take
effect on the first day after the end of the billing cycle during which the written
request is received.
	 
	 	H.	 	Term/Early Termination. The “Service Activation Date” for an Internet Dedicated Service ordered
hereunder will be the date the Internet Dedicated Service is available to route IP packets at
Customer’s site. The term of any Internet Dedicated Service ordered hereunder shall commence upon
the Service Activation Date and will automatically renew, expire and terminate according to the
terms of the Agreement. Notwithstanding the above, the minimum Service Term for Internet Dedicated
OC-3, OC-12, OC-48, Ethernet, Fast Ethernet Port Only and/or GigE Port Only Service is one year,
and if the Agreement terminates or expires prior to the termination of this Service Attachment,
this Service Attachment with respect to Internet Dedicated OC-3, OC-12, OC-48, Ethernet, Fast
Enternet Port Only and/or GigE Port Only Service shall continue in full force and effect under the
terms and conditions of the Agreement for the longer of the minimum Service Term or the Service
Term otherwise agreed to by Customer. If Customer terminates Internet Dedicated OC-3, OC-12,
OC-48, Ethernet, Fast Ethernet Port Only and/or GigE Port Only Service before the end of the
one-year minimum Service Term (or longer committed Service Term) for reasons other than Customer
termination for Cause, Customer will pay an amount equal to [**]% of the MRC for the discontinued
service(s) multiplied by the number of months remaining in the unexpired portion of the one-year
commitment or committed Service Term, plus a pro rata portion

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Service Agreement

	 	 	 	of any and all credits received by Customer, in addition to any amounts owed for
service already received.

Managed Network Services

MANAGED WAN SERVICE

	I.	 	Rates and Charges.

	 	A.	 	Monthly Recurring Charges (“MRC”) for all Domestic and International Locations
including Canada. Verizon activates, monitors, and manages Customer’s Network for
Domestic and International locations for the following MRCs per router based upon
router size. Verizon may modify the MRCs and other fees by providing [**] prior
written notice to Customer.

	 	1.	 	Monitor and Notify

	 	 	 	 	 	 	 
	 	 	MRC by Router Size
	 	 	Small	 	Medium	 	Large
	Monitor and Notify

	 	[**]
	 	[**]
	 	[**]

	 	2.	 	Physical Management

	 	 	 	 	 	 	 
	 	 	MRC by Router Size
	 	 	Small	 	Medium	 	Large
	Physical Management

	 	[**]
	 	[**]
	 	[**]

	 	3.	 	Full Management

	 	 	 	 	 	 	 
	 	 	MRC by Router Size
	 	 	Small	 	Medium	 	Large
	Full Management

	 	[**]
	 	[**]
	 	[**]

	 	4.	 	Standard and Nonstandard CPE. The “Standard” network devices
for data applications are listed below and apply to the Monitor and Notify,
Physical Management and Full Management price tables above. Network device
models not identified here and any network device used for voice applications
are “nonstandard CPE.” Verizon may limit or restrict the Managed Services that
it provides for nonstandard CPE.

	 	a.	 	Small Network Devices. CISCO ROUTERS: 1XXX
and 2XXX Series
	 
	 	b.	 	Medium Network Devices. CISCO ROUTER: 3XXX
and 4XXX Series.
	 
	 	c.	 	Large Network Devices. CISCO ROUTERS: Series
7XXX

	 	5.	 	CPE. United States domestic CPE is ordered and governed by a
separate agreement with Verizon.

	 	B.	 	Additional Charges. For the special services listed below for Managed WAN, Customer will pay
the corresponding charges in addition to the basic rates stated above. No discounts apply to
the following charges:

	 	1.	 	Expedite, Rescheduling, and After Hours Charges.

	 	 	 
	Charge Type	 	Charge
	Expedite Charge — if Customer requests in writing to activate routers within [**] or less.

	 	[**]
	Rescheduling Charge — if Customer reschedules a router activation within [**] of the
originally schedule date

	 	[**]
	After Hours Charge — if Customer requests work after normal business hours.

	 	[**]

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Contract ID: 545035-01

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Service Agreement

	 	2.	 	One-Time Management Charges. Optional Change Management
(“OCM”) provides additional remote change management support for Verizon’s
Managed WAN Services. Customers are charged a fixed price per request, per
site for the remote configuration items listed below. Customer can order
specific Optional Change Management activities through the Verizon Customer
Portal. The Verizon Customer Portal provides detailed information for each
pricing level of OCM.

	 	 	 	 	 	 	 
	 	 	Monitoring &	 	Physical	 	Full
	Activity	 	Notification	 	management	 	Management
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
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	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 	[**]

 

			
	1 	 	Applies only with Verizon Data Maintenance — Network.
	 
	2 	 	NA = Not Available

	 	3.	 	Customer will be charged a service charge for all issues
discovered with Full Management that result in an Verizon technician being
dispatched that are due to the act or omission of Customer including, but not
limited to, faulty in house wiring.

	 	C.	 	Optional Services Charges

	 	1.	 	Managed Implementation or Take-Over Charges. Depending upon
network readiness, additional equipment or equipment upgrade may be required.
Equipment costs are not included in this fee. CPE will be contracted, ordered
and billed through the normal processes. Customer shall pay a non-recurring
implementation chage per router as set forth below.

	 	 	 
	Charge Type	 	NRC per router
	Managed Take Over (Physical Management and Full Management)

	 	[**]
	Managed Inplementation (New Install) (Physical Management and Full Management)

	 	[**]
	New Implementation or Takeover Price (For Monitor and Notify only)

	 	[**]

	 	2.	 	Managed Migration. If Customer elects Managed Migration,
Customer shall pay non-recurring charge (“NRC”) per router as set forth below:

	 	 	 
	Implementation Type	 	NRC per router
	[**]

	 	[**]
	[**]

	 	[**]

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Service Agreement

	 	 	 	Note: Implementation charge is for managed implementation. Equipment
upgrades, if required, will be additional charge.
	 
	 	3.	 	Network Management Reporting — Visual Service. If Customer
elects Network Management Reporting — Visual Service, Customer will pay the
following MRCs per device, based upon the Term of the Agreement:

	 	 	 
	Network Management Reporting—

Visual Service	 	MRC Per Device
	1-year Tern

	 	[**]
	2-year Term

	 	[**]
	3-year Term

	 	[**]

	II.	 	Special Pricing.

	 	A.	 	Custom Class of Service. In lieu of all other rates, discounts or promotions,
Customer will pay the following fixed monthly recurring charges for Managed WAN —
Custom Class of Service based on Service Type. The below rates shall remain fixed for
the Term and apply solely to routers that provide Full Management Service with MNS
Select Reporting in connection with Managed IP PBX Service:

	 	 	 
	Custom Class of Service	 	Monthly Recurring Charge Per Router
	[**]

	 	[**]

	 	B.	 	Custom Class of Service Managed Implementation or Take-Over Charges. If
Customer elects managed implementation or managed take-over, Customer shall pay a
non-recurring charge per Managed Device as set forth below. These rates apply solely
to routers that provide Full Management Service with MNS Select Reporting in connection
with Managed IP PBX Service:

	 	 	 	 	 
	Charge Type	 	Non-Recurring Charge Per Device
	Managed Take Over (Full Management and Physical Management
	 	 	[**]	 
	Managed Implementation (New Install)
(Full Management and Physical Management)	 	 	[**]	 

	III.	 	Terms and Conditions.

	 	A.	 	The Verizon Managed WAN (“Managed WAN Services”) provided pursuant to this
Attachment are governed by the Guide (as applied to Internet, Enhanced and other
Non-regulated Products and Services) as supplemented by this Attachment and the related
Agreement.
	 
	 	B.	 	General Service Description. Under this Service Atrtachment, Verizon may
perform such services including, without limitation, design Customer’s data network,
activate, monitor and manage specified Customer Premise Equipment (“CPE”) comprising
Customer’s data network (Verizon Frame Relay Service, ATM Service, Private Line
Service, Verizon IP VPN as referenced in Verizon Tariff F.C.C. No. 20, Verizon Local
Private Line as referenced in Verizon Tariff F.C.C. No. 1 and F.C.C. No. 11, Verizon
Fast Packet — ATM as referenced in Verizon Tariff No. 1 and F.C.C. No. 20, Verizon
Fast Packet — Frame Relay as referenced in Verizon Tariff F.C.C. No. 20, and/or
Verizon Private Internet Protocol (“Private IP” or “PIP”)) where Customer has executed
an agreement for such transport services and Third Party Transport Service
(collectively the “Managed WAN Services” or “Managed Services”), and will be performed
by Verizon or through its agents and subcontractors or a commercially reasonable basis.
	 
	 	C.	 	Customer Responsibilities. Customer will do the following:

Page 44 of 121

 

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Service Agreement

	 	1.	 	Information and Access Requests. Upon request, Customer will
provide information to Verizon, its subcontractors or its designated point of
contact (“Verizon or its Designees”) that is reasonably necessary or useful for
Verizon to perform its obligations. In addition, upon request, Customer will
provide Verizon or its Designees with access to Customer facilities,
installation sites, and equipment as reasonably necessary or useful for Verizon
to perform its obligations hereunder.
	 
	 	2.	 	Licenses. Customer will obtain any necessary permits,
licenses, variances, and/or other authorizations required by state and local
jurisdictions for installation and operation of the CPE on Customer’s premises
or where the jurisdiction requires Customer to obtain the permit, license,
variance and/or authorization.
	 
	 	3.	 	Building Space. Customer will provide adequate building space,
circuitry, facility wiring, temperature, humidity, and power to comply with the
standards established by the manufacturer of the CPE for proper installation
and operation of the Managed Service.
	 
	 	4.	 	IP Addresses. Verizon reserves the right to use secondary IP
addressing if Customer is using unregistered IP address space. If Customer will
not allow secondary IP addressing, Customer agrees to pay reasonable costs for
a dedicated management domain or an IP proxy hardware solution. Additionally,
Verizon reserves the right to use border gateway protocol (“BGP”) routing for
the management of permanent virtual circuits (“PVCs”) used to access and
monitor Customer’s Network.
	 
	 	5.	 	Out of Band Access. Out of band (“OOB”) access is required for
all Managed WAN and Managed LAN Full Management or Physical Management.
Customer will provide at their cost either a dedicated, analog telephone
connection or indirect cable access for use by each OOB modem for
troubleshooting each circuit that is part Managed WAN and Managed LAN Full
Management or Physical Management. The analog telephone connection must
maintain a minimum [**] bits per second connection rate for site level service
level agreements (“SLAs”) to apply. Managed LAN OOB access is in addition to
any Managed WAN OOB access.
	 
	 	6.	 	Supported Devices. Only Verizon certified devices will be
supported and must be an approved Verizon design as outlined in Customer’s
Statement of Requirements.
	 
	 	7.	 	Third Party Transport Service. Verizon will monitor and manage
Customer’s 3rd Party Transport circuit from its NOC and inform Customer of the
existence of any outages or problems with the 3rd Party Transport circuit. 3rd Party
Transport is available to Customers with at least one managed site on the
Verizon network.

	 	a.	 	Transport. Customer must provide and pay for a
dedicated MPLS, frame relay, ATM or private line connection through a
local 3rd Party Transport service provider (“3rd party provider”) in
order to manage the 3rd Party Transport circuit. Customer is
responsible for the installation of all transport (including but not
limited to the telephone line access circuit for the dedicated access
connection, i.e. local loop). Customer shall ensure that the 3rd party
provider executes a Letter of Authorization (“LOA”) to allow Verizon to
manage the WAN. Customer will cooperate with Verizon’s reasonable
instructions and provide information as necessary for Verizon’s remote
management and troubleshooting functionality, either in band or out of
band. Customer is responsible for all costs, expenses, fees, etc.
(collectively “costs”) related to 3rd party providers, including costs
related to actions directed or recommended by Verizon, either directly
to the 3rd party provider pursuant to the LOA or otherwise through
Customer.
	 
	 	b.	 	CPE And Management. Customer can choose to provide their own WAN CPE for the 3rd Party
Transport site or, for United States sites, Verizon can provide CPE under a separate service
attachment or agreement. In either case, Customer will provide Verizon with such access to CPE and
such assistance as Verizon reasonably requires to provide monitoring and/or management of 3rd Party
Transport. Except when provided by Verizon, Customer is responsible for the

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Service Agreement

	 	 	 	installation of the CPE. If required, Customer will facilitate the
execution of a LOA allowing Verizon to work with any third party CPE
maintenance providers. Customer is responsible for all costs and
expenses related to 3rd party maintenance providers, including costs
related to actions directed or recommended by Verizon, either directly
to the 3rd party CPE maintenance provider pursuant to the LOA or
otherwise through Customer.

	 	D.	 	Description of Services. The following is a summary of the services provided
as part of Managed WAN Services: Customer may choose one of three service levels: 1)
Managed WAN Monitoring and Notification or 2) Managed WAN Basic or 3) Managed WAN
Premium. Additionally, Customer has three non-recurring options to start Verizon WAN
Service at each site: 1) Managed implementation; 2) Managed Take-Over; or 3) Managed
Migration.

	 	1.	 	Monitor and Notify Service. Monitor and Notify Service is a
managed WAN service that provides Verizon monitoring and notification to
Customer as described below:

	 	a.	 	Monitoring: This Service provides 24x7
proactive monitoring of all Customer-designated WAN routers. Verizon
will monitor Customer’s WAN routers via use of the “SNMP” for device
status and error conditions (e.g. SNMP trap messages). Additionally,
Verizon will use the Internet Control Message Protocol (“ICMP” commonly
called a “ping”) to periodically poll the WAN routers to determine if
the WAN routers are operational.
	 
	 	b.	 	Notification: Verizon provides basic physical
device fault management notification for Customer’s WAN routers that
utilize Verizon virtual data networking products or 3rd Party Transport
services. Verizon’s network operation center (the “NOC”) will create a
trouble ticket and attempt to electronically contact Customer’s
designated point of contact within [**] of i) a WAN router failure to
respond to “ping”, or ii) SNMP Trap critical messages as determined by
Verizon Notification services. Upon the creation of a trouble ticket,
Verizon’s NOC will i) begin troubleshooting the circuit until the
problem has been verified as fixed and the ticket will then be closed,
if the trouble is due to the Verizon virtual data networking circuit;
or ii) for trouble due to other causes than Verizon virtual data networking circuit, inform Customer
of the fault and the ticket will be closed.
	 
	 	c.	 	Performance Reporting. Verizon provides
Performance Reporting services using an automated reporting and
analysis tool that selects and condenses the vast amount of Management
Information Base (“MIB”) data into graphical reports for Customer’s
network administrator available on demand via an Internet web site.
	 
	 	d.	 	Customer Portal. Customer Portal is an
Internet web portal that interfaces with Verizon’s Enterprise Service
Portal (“ESP”) providing a secure, scalable, consolidated view of
Customer network information 24 hours a day, 7 days a week. Customer
Portal provides real time access for project oversight and operational
systems and updates. Customer is limited to ten (10) User accounts and
is responsible for ensuring that all users understand and comply with
the confidentiality requirements set forth in the Agreement.
	 
	 	e.	 	Customer Responsibilities for Monitoring &
Notification Service:

	 	i.	 	Customer will be responsible for
trouble isolation, diagnostics, repair and maintenance dispatch
of WAN Routers and associated downstream attached devices (e.g.
cabling, servers, non-managed switches, firewalls, and personal
computers. Customer is responsible for the management of all
equipment connected to WAN Routers that are out of the scope of
the Service. Customer will provide Verizon with the SNMP “Read
Access Community String” for all monitored WAN Routers.

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	 	ii.	 	Change Management: Customer is
responsible for making and managing changes to their WAN network
and any routine maintenance of WAN Routers.

	 	2.	 	Physical Management. Physical Management is a managed WAN
service that provides the following services in addition to Monitor and Notify
Service:

	 	a.	 	Design Services. Verizon will provide a
Network Design Consultant who will create a Customer design document
(“CDD”) based on a written Statement of Requirements agreed to by
Customer. The CDD will describe the “Customer’s Network.” Verizon
will activate, monitor, and manage Customer’s Network in conformance
with the CDD.
	 
	 	b.	 	Monitoring and Management. The Verizon NOC
provides physical and logical fault detection, isolation, and
monitoring services for WAN Routers. The NOC provides coverage 24
hours per day, seven days per week. Physical faults will be resolved
by Verizon with logical faults remaining Customer’s responsibility.
	 
	 	c.	 	Change Management Activities. The following
remote change management activities are included in the monthly
recurring charges. Verizon may add, delete or change these change
management activities from time to time:

	 	•	 	Router Configuration Copies (if Customer has provided
read/write SNMP access)

	 	•	 	Terminal Access Controller, Access Control System
(“TACACS”) — Add

	 	3.	 	Full Management. Full Management is a comprehensive managed
WAN service that provides services listed below in addition to Physical
Management service. Verizon is responsible to clear both logical and physical
issues with Customer’s reasonable cooperation. Verizon may clear the fault condition remotely or by
dispatching a technician to Customer’s site at Verizon’s option.

	 	a.	 	ISDN Dial Backup Design, Implementation,
Testing, and Fault Isolation Services. Verizon will provide ISDN Dial
Backup Design, Implementation, Testing, and Fault Isolation Services as
described below. Where ISDN is not available, Verizon will provide an
analog Dial Backup design, if applicable. Customer is responsible to
arrange for the provisioning of ISDN Basic Rate Interface (“BRI”) lines
or analog lines as necessary.
	 
	 	b.	 	Other Services. As part of Managed WAN
Services, Verizon will provide Customer a Project Engineer who, among
other things, will perform and verify network acceptance and be the
change/configuration management point of contact and the Account Team
liaison. In addition, the Project Engineer will ensure that SNMP-based
reporting tools and/or network monitoring tools, as applicable, are
updated to reflect implementations, changes or deletions.
	 
	 	c.	 	Change Management Activities. The following
change management activities are included in the monthly recurring
charges for Premium service. Verizon may add, delete or change these
change management activities from time to time:

	 	 	 
	Activity	 	 
	IOS Vulnerability Upgrade
	 	 
	Router Configuration Copies
	 	 
	Terminal Access Controller, Access Control System (“TACACS”) — Add

	 	 
	Modifying analog or ISDN DBU
	 	 
	Circuit Upgrade / Downgrade
	 	 
	Dialer Interface — Modify
	 	 
	Discontinue Managed Services
	 	 

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Service Agreement

	 	 	 
	Activity	 	 
	Emergency IOS Upgrade
	 	 
	Filter/Access-lists
	 	 
	Single Site IP Address/Subnet Mask Changes
	 	 
	Privilege Exec Commands — Add / Modify
	 	 
	SNMP community strings — Add / Modify / Delete
	 	 
	Static Route — Add/ Modify / Delete
	 	 
	PVC for Unmanaged Remote Device — Add / Modify / Delete
	 	 
	Password Change
	 	 
	Bandwidth Increase/Decrease Logical
	 	 
	Host Name Change
	 	 
	IP Address/Subnet Mask Changes — Add / Modify / Delete
	 	 
	Modify Buffer Allocation
	 	 
	Modify Dial Backup/Dialer (interface)
	 	 

	 	4.	 	Initial Manages WAN Service Non-recurring Options:

	 	a.	 	Managed Implementation Service. Managed
Implementation brings a new Customer Managed WAN network online.
Managed Implementation begins after the Customer’s requirements have
been gathered and the design activities have been completed. Verizon
provides support for the planning, system
engineering and overall project management of a new network including
without limitation:

	 	•	 	The collection of system, application and end-user
requirements
	 
	 	•	 	The creation of overall project plan including system
design and equipment configuration
	 
	 	•	 	The implementation of the overall project plan

	 
	 	•	 	Network site installation and acceptance

	 	 	 	Verizon will provide Managed Implementation Service in accordance
with a separate statement of requirements (“SOR”) that contains
appropriate terms and conditions agreed upon by the parties.
	 
	 	b.	 	Managed Take-Over. With Managed Take-Over,
Verizon reviews, optimizes or takes over management of a Customer’s
existing network. Due diligence is the first step of the process which
involves collecting and analyzing the logical and physical
characteristics for the existing Customer network, as well as its
related equipment assets. The due diligence process is generally
accomplished in a non-intrusive manner. All network data must be
provided by the Customer, including, but not limited to, Customer
interviews, Customer-provided network diagrams, and site-specific
information. At the close of the due diligence process, an impact
assessment document (“IAD”) is produced by Verizon in cooperation with
the Customer. The IAD document provides i) the inventory of the
Customer’s network; ii) identifies any physical / logical activities
required to bring the network under management by Verizon; and iii)
identifies any associated costs in bringing the network under
management. Verizon will provide Managed Take-Over Service in
accordance with a separate statement of requirements (“SOR”) that
contains appropriate terms and conditions agreed upon by the parties.
	 
	 	c.	 	Managed Migration. Customer has two Managed
Migration options; Basic and Complex, as described below. Both option
provide Customer with assistance in migrating from its managed or
unmanaged Verizon Frame Relay service to Verizon Managed Private IP
service.

	 	i.	 	Basic Managed Migration. Verizon
will prepare an impact assessment document with the Customer
(the “IAD”) to assess the

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	 	 	 	Customer’s current network and CPE, including, but not limited to;
network topology, protocols, network performance history, site
related information and Customer network management gap
analysis.

	 	1.	 	Implementation
Engineering Activities. During the implementation of
the new migrated service, Verizon will perform the
following services, without limitation:

	 	•	 	Install out of band modem and confirm out
of band connectivity
	 
	 	•	 	Schedule and complete physical and
logical installations
	 
	 	•	 	Establish and verify management
connectivity for Private IP Service
	 
	 	•	 	Ping text
	 
	 	•	 	Verify TACACS and SNMP
	 
	 	•	 	Configure Customer Private IP devices
	 
	 	•	 	Verify the elements of Private IP Service
are operational

	 	2.	 	Customer PIP
Network Design Services. Verizon will provide a
Customer design document (“CDD”) based on a written
statement of requirements (“SOR”) mutually agreed to by
Verizon and Customer and executed by Customer. The CDD
will describe PIP Network, including, without
limitation:

	 	•	 	network physical and logical topology of
the WAN provided by a Verizon technical
consultant, Verizon customer network
engineering consultant, or Verizon special
products support consultant;
	 
	 	•	 	hardware and software configuration details;
	 
	 	•	 	route discovery protocols, if applicable;
	 
	 	•	 	redundancy features, if applicable; and,
	 
	 	•	 	WAN IP addressing scheme.
	 
	 	•	 	LAN IP addressing scheme.

	 	 	 	Verizon will implement PIP Network in reasonable
conformance with the CDD. Verizon will provide
additional design consultation for subsequent changes
to PIP Network not described or included in the CDD
 — such as an increase to the number of routers in
PIP Network — at an additional charge to Customer.
Verizon will provide such additional design and
consulting services on a per-project basis in
accordance with a separate statement of work (“SOW”)
that contains appropriate terms, conditions, rates,
and charges agreed upon by the parties.
	 
	 	3.	 	Complex Managed
Migration. In addition to the services provided under
the Basic Managed Migration Service, Verizon will
perform the following design and implementation
services:

	 	1.	 	Private IP Service Implementation and
Activation. Verizon will implement and activate
PIP Network based on the SOR. Under guidance
from Customer and pursuant to the terms hereof,
Verizon, its agents and subcontractors will
complete the physical and logical activation of
the routers into PIP

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	 	 	 	Network. Prior to activation of Customer’s PIP
Network Service; the Verizon will:

	 	•	 	coordinate site surveys, if
determined to be necessary by Verizon;
	 
	 	•	 	coordinate the activation of
circuits and remote configuration of
CPE;
	 
	 	•	 	schedule dispatch and on-site
configuration for U.S. Mainland sites
only, if determined to be necessary by
Verizon (sites outside the U.S.
Mainland could result in an additional
charges to Customer);
	 
	 	•	 	test access circuits/DSU/CSU;
	 
	 	•	 	enable data ports; and
	 
	 	•	 	ping Customer router at time of activation.

	 	5.	 	Optional Services.

	 	a.	 	Network Management Reporting — Visual Service.
Network Management Reporting — Visual Service is a real-time network
performance monitoring and reporting service for Customers who install
specific CPE. Network Management Reporting — Visual Service will be
based on a shared-host arrangement, based on Visual Network’s “Visual
Up-Time” technology, unless otherwise specified. Network Management
Reporting — Visual Service is provided at both domestic and
international locations.

	 	6.	 	Limited Warranty. Verizon will perform the Managed WAN
Services according to the terms and conditions in this Attachment unless (a)
events or circumstances beyond the control of Verizon or its agents or
subcontractors preclude performance or (b) Customer breaches any term or
condition of this Schedule. Such events shall include but not be limited to
(i) Verizon’s requirement to comply with any law, ruling, order, regulation or
requirement of any federal, state or municipal government or department or
agency thereof or court of competent jurisdiction which affects or prevents
performance; (ii) acts of God; (iii) acts or omissions of the other party; (iv)
fires, strikes, war, insurrection or riot; (v) any design flaws in equipment
owned, leased or otherwise controlled by Customer; (vi) or any other cause
beyond Verizon’s reasonable control. Any delay resulting from these causes
will extend performance accordingly or excuse performance, in whole or in part,
as may be reasonable.
	 
	 	7.	 	Reports. All copies of any reports, recommendations,
documentation, Customer Portal printouts, or other materials in any media form
provided to Customer by Verizon hereunder will be treated as Verizon
Confidential Information.
	 
	 	8.	 	Security Services Disclaimer. Verizon makes no warranties,
guarantees, or representations, express, or implied, that (i) the services
provided pursuant to this Attachment will protect Customer’s network from
intrusions, viruses, trojan horses, worms, time bombs, cancelbots or other
similar harmful or destructive programming routines; (ii) any security threats
and vulnerabilities to Customer’s network will be prevented or detected; or
(iii) the performance by Verizon of any services under this Attachment will
render Customer’s systems invulnerable to security breaches.
	 
	 	9.	 	Service Term Commitment. The selected Service Term will begin
on the Service Activation Date and be coterminous with the Agreement term. The
Service Activation Date shall be the date Customer has Managed WAN Service at
the first site. A minimum one-year Service Term required.
	 
	 	10.	 	Use of Customer Logo. Customer agrees to allow Verizon to use
its logo identifying Customer as a Verizon Managed Services customer. Customer
agrees to allow use of Customer’s trademarks, trade names, or service marks
(collectively, “Trademarks”) for Verizon internal and external communications
relation to Verizon’s provision of the Service to the Customer. Verizon will
present Customer with an opportunity to approve

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	 	 	 	of such use of Trademarks, in advance, in writing, which approval
shall not be unreasonably withheld or delayed. Verizon acknowledges that the
Customer is the owner of all right, title and interest in and to all of the
Trademarks and shall not take any action that is inconsistent with such
ownership. Verizon shall not, by any act or omission, use any Trademark in any
manner that tarnishes, degrades, disparages or reflects adversely on
Customer or its business or reputation. Any use of each other’s Trademarks
and logos in conformity with the provisions of this Section will be
royalty-free.
	 
	 	11.	 	Service Level Agreement.

	 	a.	 	Overview. This Managed WAN SLA is in addition
to the SLA’s offered for Verizon Frame Relay (“FR”), Private IP
(“PIP”), Asynchronous Transfer Mode (“ATM”), and Private Line (“PL”)
transport services and relates to Verizon’s performance providing
Managed WAN Service.

	 	i.	 	The Managed WAN SLAs are as
follows:

	 	•	 	Availability
	 
	 	•	 	Time to Repair (“TTR”)
	 
	 	•	 	Managed WAN Service Installation
	 
	 	•	 	Proactive Outage Notification

	 	ii.	 	The Managed WAN service objective is:

	 	•	 	Change Management

	 	b.	 	SLA Details

	 	i.	 	Coverage Categories. The Managed
WAN SLAs vary by network provider, geographic location and
outage type as defined below.

	 	1.	 	Geographic
Location. The location of a Customer site determines
the applicable service levels. The countries covered
under the Managed WAN SLA are divided into four
categories:

	 	1.	 	U.S. — Contiguous 48 states and Hawaii
	 
	 	2.	 	Global Tier A

	 	 	 	 	 
	Australia
	 	Germany
	 	Norway
	Austria
	 	Hong Kong, China
	 	Singapore
	Belgium
	 	Ireland
	 	South Korea
	Canada
	 	Italy
	 	Spain
	Denmark
	 	Japan
	 	Sweden
	Finland
	 	Luxembourg
	 	Switzerland
	France
	 	Netherlands
	 	United Kingdom

	 	3.	 	Global Tier B — the countries where Verizon
provides Managed WAN Service that are not in the
U.S. or Global Tier A.

	 	2.	 	Network Provider.
The network provider also determines the applicable
service levels. All SLAs provided herein are for the
Verizon Network except where noted. The networks
covered under the Managed WAN SLA are divided into three
categories:

	 	1.	 	Verizon Network — MCI Communications Services,
Inc. d/b/a Verizon Business Services, MCImetro
Access Transmission Services, LLC d/b/a Verizon
Access Transmission Services; MCImetro Access
Transmission Services of Virginia, Inc. d/b/a
Verizon Access Transmission Services of
Virginia; or MCImetro Access Transmission
Services of

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	 	 	 	Massachusetts, Inc. d/b/a Verizon Access Transmission
Services of Massachusetts.
	 
	 	2.	 	
3rd Party Network — Access Type 3 or transport
services from third parties approved by Verizon
from time to time. The current approved 3rd
Party Network providers are AT&T, Sprint, SBC,
BellSouth, Qwest, Equant, British Telecom,
Deutsche Telekom, and NTT.
	 
	 	3.	 	
Other Verizon Networks — Verizon IP VPN as
referenced in Verizon Tariff F.C.C. No. 20,
Verizon Local Private Line as referenced in
Verizon Tariff F.C.C. No. 1 and F.C.C. No. 11,
Verizon Fast Packet — ATM as referenced in
Verizon Tariff F.C.C. No. 1 and F.C.C. No. 20,
Verizon Fast Packet — Frame Relay as referenced
in Verizon Tariff F.C.C. No. 20.

	 	3.	 	Maintenance Provider. Maintenance may be provided by one or two
Verizon maintenance organizations (Verizon Data
Maintenance — Network or Verizon Data Maintenance) or
by an approved 3rd Party Maintenance provider. The
current approved 3rd Party Maintenance providers are
IBM, Siemens, Cisco, HP, NCR, and Unisys.

	 	c.	 	Verizon Managed WAN Service SLA

	 	i.	 	Service Level Agreement by
Country Category and Level of Managed WAN Service

	 	1.	 	Full Management
Service Level Agreements

	 	 	 	 	 	 	 	 	 
	Region
	 	 	 	 	Global Tier A,	 	Global Tier B,	 	 
	 	 	 	 	Other Verizon	 	Other Verizon	 	U.S. Other Verizon
	 	 	U.S. (except Other	 	Networks & 3rd	 	Networks & 3rd	 	Networks and 3rd
	Parameter	 	Verizon Networks)	 	Party Network	 	Party Network	 	Party Networks
	[**]

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	 	2.	 	Physical Management Service Level Agreement

	 	 	 	 	 	 	 	 	 
	Region
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	 	3.	 	Monitor and Notify Service Level Agreement

	 	 	 	 	 	 	 	 	 
	Region
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	 	d.	 	Service Level Agreements and Objectives Defined

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	 	i.	 	Availability. Managed Site Availability is based on the total number of minutes in a
billing month during which the Managed Site is unavailable to
exchange data between all Managed WAN Services sites, divided by
the total number of minutes in that month. Sites are considered
available whether data is passing through the primary connection
or through a back up connection. Availability is based on the
total number of minutes per billing month and site design:

	 	•	 	No backup — Measures the site availability for sites
that have no ISDN, Analog dial, or other backup through
diverse circuits
	 
	 	•	 	ISDN backup — Measures the site availability for
sites that have ISDN dial, Analog dial, or other backup
	 
	 	•	 	Dual router, dual circuit backup — Measures the site
availability for sites that have 2 connected routers running
hot standby routing protocol (“HSRP”) each with a separate
diverse circuit, one router with a primary circuit, and the
other router with an ISDN dial, Analog dial, or other diverse
circuit.
	 
	 	1.	 	Calculation. Availability is the percentage of time that the
Customer’s site is available within a given billing
month. Availability only applies to Network Outages.

	 	 	 	Monthly Managed Site Availability (%) =
	 
	 	 	 	1 Minus ( Total minutes of site Network
Outage per month / # days in month x 24
hrs x 60 min ) x 100%

	 	2.	 	Credit Structure
and Amounts. Customers will be credited for Managed WAN
Service MRCs for the affected site.

	 	1.	 	Availability with dual routers / dual circuits
(Applies to Site level performance)

	 	 	 	 	 	 	 	 	 	 	 
	Credit as a % of Managed WAN Service MRC
	 	 	 	 	 	 	Global Tier A,	 	Global Tier B,	 	 
	 	 	 	 	 	 	Other Verizon	 	Other Verizon	 	U.S. Other Verizon
	 	 	 	 	 	 	Networks &	 	Networks &	 	Networks and
	Managed Router to Router	 	U.S. (except Other	 	3rd	 	3rd	 	3rd
	Availability %	 	Verizon Networks)	 	Party	 	Party	 	Party Networks
	From

	 	To	 	 	 	 	 	 	 	 
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	 	2.	 	Availability with ISDN Dial Back-Up (Applies to
site level performance)

	 	 	 	 	 	 	 	 	 	 	 
	Credit as a % of Managed WAN Service MRC
	 	 	 	 	 	 	Global Tier A,	 	Global Tier B,	 	 
	 	 	 	 	 	 	Other Verizon	 	Other Verizon	 	U.S. Other Verizon
	 	 	 	 	 	 	Networks &	 	Networks &	 	Networks and
	Managed Router to Router	 	U.S. (except Other	 	3rd	 	3rd	 	3rd
	Availability %	 	Verizon Networks)	 	Party	 	Party	 	Party Networks
	From

	 	To	 	 	 	 	 	 	 	 
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	 	3.	 	Availability with No Back-Up (Applies to site
level performance)

	 	 	 	 	 	 	 	 	 	 	 
	Credit as a % of Managed WAN Service MRC
	 	 	 	 	 	 	Global Tier A,	 	Global Tier B,	 	 
	 	 	 	 	 	 	Other Verizon	 	Other Verizon	 	U.S. Other Verizon
	 	 	 	 	 	 	Networks &	 	Networks &	 	Networks and
	Managed Router to Router	 	U.S. (except Other	 	3rd	 	3rd	 	3rd
	Availability %	 	Verizon Networks)	 	Party	 	Party	 	Party Networks
	From

	 	To	 	 	 	 	 	 	 	 
	[**]

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	 	3.	 	Exclusions. In addition to the general exclusions found below the
following exclusions apply to the Availability SLA:

	 	1.	 	Periods of Network Outage resulting in whole or
in part from Managed WAN Service degradation,
such as slow data transmission.
	 
	 	2.	 	Interruptions not reported by Customer, or for
which no trouble ticket was opened.
	 
	 	3.	 	Sites installed for less than one full calendar
month.

	 	ii.	 	Time to Repair (“TTR”). TTR is
the time to resolve a Network Outage trouble ticket at a site.

	 	1.	 	Calculation. The Customer’s TTR will be based on the Network Outage time
per router for each outage event. The TTR time starts
when a trouble ticket is opened after a Network Outage
by Verizon or the Customer, and concludes with the
restoration of Managed WAN Service. TTR includes the
local access line, the WAN infrastructure port, and the
router. Either Verizon or approved 3rd party
maintenance is required.

	 	 	 	Managed Device Time To Repair (Hrs.) = Length
of trouble ticket resolution for Network
Outage per router per outage

	 	2.	 	Credit Structure
and Amounts. Customers will be credited for Managed WAN
Service MRC for the affected site as shown below.

	 	1.	 	Time to Repair with Verizon Data Maintenance —
Network (applies to each router at a site)

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	 	 	 	 	Credit as a % of MRC forManaged WAN Service
	 	 	 	 	 	 	Global Tier A:	 	Global Tier B:	 	 
	 	 	 	 	 	 	Verizon Network,	 	Verizon Network,	 	U.S.:
	Time to Repair Verizon	 	U.S. (except Other	 	Other Verizon	 	Other Verizon	 	Other
	Maintenance	 	Verizon Networks	 	Networks, &	 	Networks, &	 	Verizon Networks
	Network Outage Repair	 	and 3rd	 	3rd	 	3rd	 	and 3rd
	Time (Per incident)	 	Party Networks)	 	Party Network	 	Party Network	 	Party Network
	[**]

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	 	 	 	2.
Time to Repair with Verizon Data Maintenance and
Approved Non-Verizon Maintenance (applies to
each router at a site).

	 	 	 	 	 	 	 	 	 
	 	 	Credit as a % of MRC forManaged WAN Service
	Time to Repair	 	 	 	Global Tier A:	 	Global Tier B:	 	 
	Non-Verizon	 	 	 	Verizon Network,	 	Verizon Network,	 	 
	Maintenance	 	U.S. (except Other	 	Other Verizon	 	Other Verizon	 	U.S.: Other
	Network Outage	 	Verizon Networks	 	Networks, &	 	Networks, &	 	Verizon Networks
	Repair Time (Per	 	and 3rd	 	3rd	 	3rd	 	and 3rd
	incident)	 	Party Networks)	 	Party Network	 	Party Network	 	Party Network
	[**]

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	 	[**]

	 	3.	 	Exclusions. In addition to the general exclusions found below the
following exclusions apply to the TTR SLA:

	 	1.	 	Sites with Verizon Data Maintenance — Network
located outside of a [**] mile (U.S. sites only)
or [**] kilometer radius (Global Tier A and B)
of an authorized Verizon service center are
excluded from the TTR SLA.
	 
	 	 	 	Sites with Verizon Data Maintenance — Network
between [**] and [**] miles (U.S. sites only)
or between [**] and [**] kilometers (Global
Tier A and B) have a TTR objective of [**]
hours. Sites with Verizon Data Maintenance —
Network beyond a [**] mile (U.S. sites only)
or [**] kilometer radius (Global Tier A and B)
have a TTR objective of [**] hours. There are
no credits payable for not meeting these
objectives.
	 
	 	2.	 	Periods of Network Outage resulting in whole or
in part from Managed WAN Service degradation,
such as slow data transmission.
	 
	 	3.	 	Sites with DSL or satellite access connections.

	 	iii.	 	Managed WAN Service Installation
SLA. The Managed WAN Service Installation SLA is defined as the
period of time to install the Managed WAN Service at a site.

	 	1.	 	Calculation. The
Managed WAN Service Installation SLA time period starts
the date the Customer approves the CDD provided by
Verizon and ends the date the Managed WAN Service is up
and billable at that site.
	 
	 	2.	 	Credit Structure
and Amounts. Customer will receive a [**]% refund of
the non-recurring Managed WAN installation fee for a
site if Verizon fails to install the Managed WAN Service
within [**] for that site.
	 
	 	3.	 	Exclusions. In
addition to the general exclusions found below the
following exclusions apply to the Managed WAN Service
Installation SLA:

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	 	1.	 	A Customer-ordered installation date that is prior
to the [**] installation SLA;
	 
	 	2.	 	Installations outside of the 48 contiguous
United States;
	 
	 	3.	 	Delays resulting from an order suspension due to
Customer credit issues;
	 
	 	4.	 	Circuits greater than 1.536 Mbps;
	 
	 	5.	 	Access circuits or ports not ordered by Verizon;
	 
	 	6.	 	Circuits terminating outside of the 48
contiguous United States;
	 
	 	7.	 	Other Verizon Networks.

	 	iv.	 	Proactive Outage Notification
SLA. The proactive outage notification SLA provides credits if
Verizon fails to notify Customer of a Network Outage as provided
herein. Proactive Notice is provided by different means
depending on the type of Managed WAN Service. Proactive Notice
will be provided to the Customers’ designated point of contact
by e-mail or pager.

	 	1.	 	Calculation. The
Notification Period begins with opening of a trouble
ticket for a Network Outage. Verizon has [**] to notify
Customer’s primary point of contact from the start point
of the Notification Period. Verizon is in compliance
with the proactive outage notification SLA if the
Customer opened the trouble ticket or contacts Verizon
within the Notification Period. Verizon will provide
the ticket number and an initial status.
	 
	 	2.	 	Credit Structure
and Amounts. Customer will receive a credit equal to
[**]% of the MRC for each Managed WAN Service site that
was impacted during a Network Outage that was not
properly notified.
	 
	 	3.	 	Exclusions. In
addition to the general exclusions found below A, the
following exclusions apply to the Proactive Outage
Notification SLA:

	 	1.	 	Periods of Network Outage resulting in whole or
in part from Managed WAN Service degradation,
such as slow data transmission.
	 
	 	2.	 	Events that affect multiple customers including
without limitation cable or fiber cuts.
	 
	 	3.	 	Customer point of contact unavailability due to
incorrect contact information or other cause.

	 	v.	 	Change Management Service Level
Objective. The Change Management service level objective is to
complete certain change management requests, listed below,
within [**] of the change being scheduled with Customer (an
“Express Change”), or within [**] if designated by Customer as
an emergency (an “Emergency Change”). Emergency Changes must be
requested by Customer’s submission of a Priority 1 trouble
ticket.

	 	1.	 	Definition.
Express Change Request Types. These are a subset of
current change request types that would be eligible for
the change management objective:

	 	a.	 	Activate Previously Configured LAN Interface.
	 
	 	b.	 	Privilege Exec Commands — Add or Modify
	 
	 	c.	 	Filters/Access-lists — Add, Delete or Modify

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	 	d.	 	Static Route — Add (include redistribution
requirements), Delete or Modify
	 
	 	e.	 	Request Copy of Router Configuration.
	 
	 	f.	 	Sub Interface — Add (include routing
requirements), Delete or Modify
Both Emergency and Express change requests do not
provide for scheduling, coordination, follow-up,
impact assessment or evaluation before or after such
request by Customer.

	 	2.	 	Credit Structure
and Amounts. The Change Management service level
objective and has no associated credit.
	 
	 	3.	 	Exclusions. In
addition to the general exclusions found below, the
following exclusions apply to the Change Management
Service Level Objective:

	 	1.	 	Requests submitted between the hours of 12:01
p.m. eastern U.S. time Friday — 11:59 a.m.
eastern U.S. time, Sunday.
	 
	 	2.	 	Incomplete information, including the specific
commands/configurations.

	 	e.	 	Credit Application Process

	 	i.	 	Managed WAN Services SLA
Application Structure. Credits are not cumulative month to
month. If the SLA issue exceeds [**], the same schedule applies
for each consecutive month. The maximum credit within any one
month for the aggregate SLA credits within that month is [**]%
of the total MRC for the Managed WAN Service for all sites.
Verizon’s data and calculations will be used to determine if an
SLA has been missed and a credit is due. Verizon will issue a
credit within [**] if its determination of non-compliance with
an SLA.
	 
	 	ii.	 	Process for Customers to Apply
for SLA Credits. Customer completes two steps in order to have
an outage qualify for a Service Level Agreement credit. First,
except for the Installation SLA, a trouble ticket needs to be
opened in response to Managed WAN Service issues at the time of
the Managed WAN Service issue. Second, a written request for
credit must be made to the account team contact.

	 	1.	 	Opening a Trouble
Ticket. For the Availability, Time to Repair, and
Proactive Outage Notification SLAs, a Network Outage
trouble ticket must be opened on Verizon’s systems,
either by Verizon or by Customer’s request. A trouble
ticket provides the record of Network Outage events.
	 
	 	2.	 	Submitting a
Service Level Agreement Credit Request

	 	1.	 	Installation SLA. Customer must make a written
request (e-mail or fax) to the Verizon Account
Team for a credit within [**] after the date
that the circuit installation is completed that
is beyond the [**] SLA with the following
information:

	 	•	 	The site and circuit identifier
	 
	 	•	 	The date the site and circuit should have been installed
	 
	 	•	 	The date the site was installed
	 
	 	•	 	The date that Customer approved the CDD

	 	2.	 	Availability, Time To Repair, and Proactive Outage Notification SLA. Customer must make a
request in writing (e-mail or fax) to the Verizon

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	 	 	 	Account Team for a credit within [**] of the end of
the month for which an SLA credit is due with
the following information:

	 	•	 	The date the site and circuit outage(s) occurred
	 
	 	•	 	The time the site and circuit outage(s) began and ended
	 
	 	•	 	The site(s) and circuit ID(s) for each affected site.
	 
	 	•	 	Trouble Ticket number for each site and event.

	 	3.	 	Service Level Agreement Credit Time Limitation.
If Verizon has failed to meet the same SLA for
[**] consecutive months, Customer may elect to:

	 	•	 	continue the Managed WAN
Service with a limit of [**] months of
credits for any individual SLA within
a 12-month period.
	 
	 	•	 	discontinue Managed WAN
Service without liability except for
charges incurred prior to
discontinuation of the Managed WAN
Service. Customer must submit a
written disconnect notice to their
Verizon Account Team within [**]
following the end of either the third
or subsequent consecutive month of
Verizon’s failure to meet the SLA.

	 	 	 	If 3rd Party Network or Maintenance
provider causes in whole or in part the payout
of SLA credits for [**] consecutive months,
Verizon has the following options:

	 	•	 	require a change of
3rd Party Network or
Maintenance provider, as applicable;
or
	 
	 	•	 	terminate its performance
obligations under this Managed WAN SLA
for the related SLA.

	 	f.	 	General Exclusions. The following exclusions
apply to all Service Level Agreements contained in this document:

	 	i.	 	No credit will be due to the
extent the SLA is not met because of any act or omission on the
part of the Customer, its contractors or vendors, or any other
entity over which the Customer exercises control or has the
right to exercise control, other than acts or omissions of
Verizon approved 3rd Party Network or 3rd
Party Maintenance providers,
	 
	 	ii.	 	No credit will be due to the
extent the SLA is not met because of a Force Majeure event, as
defined in the Agreement.
	 
	 	iii.	 	No credit will be due to the
extent the SLA is not met because of scheduled maintenance by
Customer or entities under Customer’s direction or control.
	 
	 	iv.	 	No credit will be due to the
extent the SLA is not met because of scheduled maintenance by
Verizon within Verizon’s maintenance windows.
	 
	 	v.	 	Except for the Installation SLA,
no credit will be due to the extent the SLA is not met because
the Managed WAN Service is not up and billable.

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	 	vi.	 	No SLA applies unless the CPE is
under 24 x 7 maintenance coverage with a [**] response time with
Verizon or an Verizon approved 3rd party maintenance
provider.
	 
	 	vii.	 	No credit will be due to the
extent the SLA is not met because of the amount of time delays
due to Customer Time.
	 
	 	viii.	 	No credit will be due to the
extent the SLA is not met because proper power is not available
to the CPE.

	 	g.	 	Terms and Definitions

	 	 	 
	Terms and Definitions	 	Definition
	3rd Party Maintenance

	 	Maintenance services from third parties approved by Verizon from time to
time. The current approved 3rd Party Maintenance providers are
[**].
	3rd Party Network

	 	Transport services or local access from third parties approved by Verizon
from time to time. The current approved 3rd Party Network
providers are [**].
	Access Type 3

	 	Circuits for which local access is not furnished via Verizon or
Verizon-affiliate facilities.
	Billing Month

	 	The period of time used for the monthly invoice. This is usually a minimum
of 30 days but starts after the first of any month.
	circuit

	 	A circuit is a Connection, port, CAR and local access.
	Connection

	 	Connection is a port on Customer’s WAN connected to Verizon or a
3rd Party Network.
	Customer Premise Equipment
(“CPE”)

	 	Service equipment located at the Customer site.
	Customer Time

	 	Time delays attributable to or caused by one or more of the following:
	 

	 	Ÿ Incorrect or incomplete information provided by Customer;
	 

	 	Ÿ Verizon or the Verizon approved maintenance provider being denied
access to CPE or network components at the Customer location when access is
required;
	 

	 	Ÿ Failure or refusal by Customer to release the circuit for testing;
or
	 

	 	Ÿ Customer unavailability where needed to close a trouble ticket.
	MRC

	 	Monthly Recurring Charge.
	Network Outage

(Hard Outage)

	 	Managed WAN Service degradation such that Customer is unable to use the
Managed WAN Service and Customer is prepared to release the circuit to
Verizon for immediate testing.
	Port

	 	An entrance to and/or exit from a network.
	router

	 	The term “router” means managed WAN devices.
	site

	 	A site is Customer’s Managed WAN Service location that includes CPE and a
Connection.
	Trouble Ticket

	 	The result of reporting by a Customer to Verizon of either perceived
Managed WAN Service outage or Managed WAN Service degradation.
	Verizon Network

	 	MCI Communications Services, Inc. d/b/a Verizon Business Services, MCImetro
Access Transmission Services, LLC d/b/a Verizon Access Transmission
Services; MCImetro Access Transmission Services of Virginia, Inc. d/b/a
Verizon Access Transmission Services of Virginia; or MCImetro Access
Transmission Services of Massachusetts, Inc. d/b/a Verizon Access
Transmission Services of Massachusetts.

INTERNET DEDICATED — MANAGED SERVICE

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	I.	 	Rates and Charges. Customer will pay the following non-recurring and monthly recurring rates
and charges for Inernet Dedicated Managed Service.

	 	A.	 	Monthly Recurring Charges (“MRC”) for Managed IDA Service. Customer will pay
the following MRC for Managed IDA Service:

	 	 	 
	Router Size	 	MRC
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	 	B.	 	Non-Recurring Charges (“NRC”). Customer will pay the following NRC per router
regardless of router size:

	 	 	 
	Additional Services	 	NRC
	Managed Implementation.

	 	[**]
	Maintenance Takeover.

	 	[**]
	Expedite Charge — Request to activate router in [**] or less

	 	[**]
	Rescheduling Charge — Request to reschedule a router activation
within [**] of set date.

	 	[**]
	Intra-building Move or Exchange.

	 	[**]
	-Same router and circuit
	 	 
	-No design impact
	 	 
	-Performed during normal business hours
	 	 
	Across Town Move.

	 	[**]
	-Within [**] mile radius
	 	 
	-Same route
	 	 
	-New circuit
	 	 
	-No design impact
	 	 
	-Performed during normal business hours
	 	 
	After-hours Premium. — Performed outside normal business hours

	 	[**]
	Router Exchange or Upgrade.

	 	[**]
	-Substitute one router for another at an existing site
	 	 
	-Installation of router memory as may be required
	 	 
	Router Deactivation — Disconnect of router

	 	[**]

	 	C.	 	Customer Premise Equipment (“CPE”). Customer may purchase or rent CPE from
Verizon under separate agreement or provide its own CPE if approved by Verizon. For
rental CPE from Verizon, Customer will pay the following MRCs for CPE rental dependent upon the
applicable kit and the term commitment of the CPE rental agreement. Maintenance
services are included in the pricing below:

	 	 	 
	CPE Kit	 	MRC
	[**]
	 	 
	[**]

	 	[**]
	[**]

	 	[**]
	[**]
	 	 
	[**]

	 	[**]
	[**]
	 	 
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

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	CPE Kit	 	MRC
	[**]

	 	[**]
	[**]
	 	 
	[**]

	 	[**]
	[**]
	 	 
	[**]

	 	[**]
	[**]
	 	 
	[**]

	 	[**]
	[**]
	 	 
	[**]

	 	[**]

	II.	 	Terms and Conditions.

	 	A.	 	General Description of Internet Dedicated — Managed Services. Internet
Dedicated — Managed Service overlays management services (implementation and ongoing
support) for Internet dedicated access solutions and associated customer premise-based
equipment (“CPE”) (collectively “Customer’s Network”). Verizon will provide the
Internet Dedicated — Managed Services in the locations ordered by Customer. The
Internet Dedicated — Managed Services will be performed by Verizon or through its
agents and subcontractors on a commercially reasonable basis.

	 	1.	 	Design Services. Verizon will create a Managed Service design
with Customer’s input and approval. Verizon will activate, monitor, and manage
Customer’s Network in reasonable conformance with the design. Verizon will
prepare the platform necessary to monitor Customer’s Network and activate the
routers to be managed.
	 
	 	2.	 	Managed Implementation. At Customer’s request and for the
non-recurring charge listed herein, Verizon will provide on-site installation
(“Managed Implementation”) for Verizon-provided rental CPE, or uninstalled
Customer-provided CPE.
	 
	 	3.	 	Managed Take-Over. With Managed Take-Over, Verizon reviews,
optimizes or takes over management of a Customer’s existing router or network.
Due diligence is the first step of the process which involves collecting and
analyzing the logical and physical characteristics for the existing Customer
network, as well as its related equipment or assets. The due diligence process
is generally accomplished in a non-intrusive manner. All router and network
data must be provided by the Customer, including, but not limited to, Customer
interviews, Customer-provided network diagrams, and site-specific information.
Verizon will determine if Managed Take-Over can be approved during the
due diligence. Upon Verizon approval, Managed Take-Over may be supported on
either Verizon network access or third party network access.
	 
	 	4.	 	Monitoring and Management. Verizon provides fault management,
configuration management, and security management and monitoring services for
CPE managed under this Service Attachment (“Monitoring and Management”).
Monitoring and Management is performed by Verizon’s Network Operating Center
(“NOC”) 24 hours per day, seven days per week and is based on the International
Standards Organization (“ISO”) Management Framework. Management includes
out-of-band (“OOB”) management via a Customer-provided dedicated analog line
and Verizon-provided OOB modem.
	 
	 	5.	 	Maintenance. Verizon will provide 7x24 on-site CPE maintenance for Verizon-provided rental CPE
only (“Equipment”). Customer must obtain 7x24 on site maintenance for Customer-supplied CPE and
provide Verizon with necessary maintenance information on such CPE at the time the CPE is added to
the Customer Network. Verizon will call out Customer’s third party maintenance provider if
Customer provides Verizon with maintenance provider details and with Letter of Agency (“LoA”)
authorizing Verizon to do so at time the CPE is added to the Customer Network. If Customer does
not provide maintenance provider of LoA, of if Customer cannot provide 7x24 on-site maintenance, no
service level agreements (“SLAs”) will apply.

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	 	 	 	“Maintenance Service” means Verizon will do the following (in the U.S. Mainland
only) in a good and workmanlike manner:

	 	a.	 	Use commercially reasonable efforts to isolate
any problems with the Equipment and to restore service following
receipt of Customer’s notification that the Equipment is inoperative.
	 
	 	b.	 	Investigate trouble reports initiated by
Customer and repair or replace, at Verizon’s sole discretion, any of
the Equipment which fails to meet the manufacturer’s published
operating specifications for the Equipment.
	 
	 	c.	 	Replace Equipment it determines needs to be
replaced with equipment of like kind and functionality from a
manufacturer of Verizon’s choice at the time of replacement (“Exchange
Unit”). Before replacing Equipment, Verizon will attempt to contact
Customer to schedule it. The replaced unit will be returned to Company
inventory at Company’s expense. For Equipment to which Customer holds
title, upon replacement, Customer will obtain title to the Exchange
Unit and Verizon will obtain title to the replaced Equipment.

	 	6.	 	Performance Reporting. Verizon will provide Customer
Performance Reporting service at no additional cost using an automated
reporting and analysis tool that selects and condenses the managed router
management information base (“MIB”) data into graphical reports available on
demand via an internet web site provided by Verizon.

	 	B.	 	Conditions of Service.

	 	1.	 	Managed IDA Service is available only to purchasers of Verizon
Internet Dedicated T1, NxT1, T3, or Internet Dedicated Ethemet Service (and
associated access) with a minimum one-year Service Term under separate Service
Attachment. Managed IDA Service is only available within the contiguous United
States.
	 
	 	2.	 	Any existing CPE for which service is being added must exactly
match an Verizon approved kit as set forth below, or be approved by Verizon in
advance, before Service will be provided. Engineering services will be
provided pursuant to an amendment to this Service Attachment and an accepted
Statement of Work.
	 
	 	3.	 	Customer and its employees or agents, without prior approval
from Verizon, shall neither: (a) remove, deface, or alter any serial numbers
of CPE covered hereunder; nor (b) add, modify, or remove hardware or software
from the CPE. Verizon shall be the maintenance provider for CPE and perform
any on-site installation as required under separate agreement. Verizon will
notify Customer’s technical point of contact within a
reasonable period of time upon discovery of a performance issue with the CPE
outside of Verizon’s responsibility.
	 
	 	4.	 	During the term of this Service Attachment, Verizon exclusively
shall maintain all CPE login names, passwords, and configurations. Customer
shall not have write access to the CPE and shall have read access only with
Verizon’s agreement. Upon termination or expiration of this Service
Attachment, Verizon shall provide Customer with such CPE login names,
passwords, and configurations.
	 
	 	5.	 	Verizon will manage up to and including the local area network
(“LAN”) interface on the CPE but is not responsible for Customer’s LAN
operations or the interoperability of the CPE with Customer’s LAN.
	 
	 	6.	 	Up to [**] static routes will be supported. Internal routing
and multi-homing are not supported.
	 
	 	7.	 	Service supports only static routing on both the CPE WAN
interface (except that BGP routing will be supported for dedicated Shadow,
Double, or Diverse Internet Dedicated Services obtained from Verizon) and the
CPE LAN interface.
	 
	 	8.	 	Verizon will set up and make changes to Customer’s access
lists; provide that Customer shall be limited to [**] lines.
	 
	 	9.	 	Except for locations where Verizon provides rental CPE,
Customer must upgrade or replace any CPE that has reached the manufacturer’s
end of line/end of support in order

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	 	 	 	for Verizon to provide Internet Dedicated — Managed Services. If
Customer fails to do so, Verizon will not provide Internet Dedicated — Managed
Service for such location(s).

	 	C.	 	Customer Responsibilities. Customer will do the following:

	 	1.	 	Customer will provide information to Verizon, its
subcontractors or its designated point of contact (“Verizon or its Designees”)
that is necessary or useful for Verizon to perform its obligations. In
addition, Customer will provide Verizon or its Designees with reasonable access
to Customer facilities, installation sites, and equipment as necessary or
useful for Verizon to perform its obligations hereunder.
	 
	 	2.	 	Customer will obtain any necessary permits, licenses,
variances, and/or other authorizations required by state and local
jurisdictions.
	 
	 	3.	 	Customer will ensure that its electronic files are adequately
duplicated and documented at all times.
	 
	 	4.	 	Customer will provide a dedicated analog line of all CPE on
which Verizon performs Internet Dedicated — Managed Service under this
Agreement. Customer will maintain each analog line in good working condition
at all times during the Term. Modems with working PSTN lines attached are
required at each Customer location for redundant access to the equipment for
management purposes and for the Service Level Agreement to apply.
	 
	 	5.	 	Unless otherwise specified in this Service Attachment (or
another Verizon schedule or agreement), Customer will be responsible for
obtaining, installing, inter-connecting, and maintaining all equipment,
software, wiring, power sources, telephone connections and/or communications
services necessary for inter-connection with Verizon’s network or otherwise for
use in conjunction with the Internet Dedicated — Managed Services
(“Facilities”). Customer is solely responsible for ensuring that these
Facilities are compatible with Verizon’s requirements and that they continue to
be compatible with subsequent revision levels of Verizon-provided equipment,
software and services and any necessary manufacturer upgrades. Verizon is not
responsible for the availability, capacity, and/or condition of any facilities
that Verizon does not provide.
	 
	 	6.	 	Verizon reserves the right to use secondary IP addressing if
Customer is using unregistered IP address space. If Customer will not allow
secondary IP addressing, Verizon reserves the right to assess appropriate costs
for a dedicated management domain or an IP proxy hardware solution.

	 	D.	 	Description of Internet Dedicated — Managed Service. Internet Dedicated —
Managed Service is available only in locations in the United States where Verizon
provides Internet Dedicated Access Service, Dedicated Internet Access, Dedicated
Internet Access National, or CrossRoads Service. The following is a summary of the
services provided as part of Internet Dedicated — Managed Service:

	 	1.	 	Design Services. Verizon will work with Customer to create and
approve a design to address Customer needs. Verizon will activate, monitor,
and manage Customer’s Network in conformance with the design. Verizon will
prepare Verizon’s platform used to monitor Customer’s Network and activate the
routers to be managed.
	 
	 	2.	 	Monitoring and Management. Verizon provides fault management,
configuration management, and security management and monitoring services for
CPE that utilize Verizon MNS products for the charges in this Agreement.
Services are performed by the NOC. The NOC provides 24 hours per day, seven
days per week support coverage for monitoring and management capabilities. The
services are based on the International Standards Organization (ISO) Management
Framework and include Verizon fault management of Customer supplied or acquired
equipment, configuration management, and security management.
	 
	 	3.	 	Project Engineer. As part of Internet Dedicated — Managed
Service, Verizon will provide Customer a Project Engineer who, among other
things, will perform and verify network acceptance and be the
change/configuration management point of contact and the Account Team liaison.
In addition, a Project Engineer will ensure that network

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	 	 	 	reporting tools and/or
monitoring tools, as applicable, are updated to reflect implementation,
changes, or deletions.

	 	E.	 	Service Term. The minimum Service Term for Verizon Managed Internet Dedicated
Service is one year, and if the Agreement terminates or expires prior to the
termination of this Service Attachment, this Service Attachment shall continue in full
force and effect under the terms and conditions of the Agreement for the longer of the
minimum Service Term or the Service Term otherwise agreed to by Customer. If Customer
terminates Verizon Managed Internet Dedicated Service before the end of the one-year
minimum Service Term (or longer committed Service Term) for reasons other than Customer
termination for Cause, Customer will pay an amount equal to [**]% of the MRC for the
discontinued service(s) multiplied by the number of months remaining in the unexpired
portion of the one-year commitment or committed Service Term, plus a pro rata portion
of any and all credits received by Customer, in addition to any amounts owed for
service already received.
	 
	 	F.	 	Reports; Property of Verizon. When this Service Attachment expires or is
terminated, Customer will return all copies of any reports, recommendations,
documentation, printouts, or other materials in any media form provided to Customer by
Verizon hereunder. Verizon will own and retain all right and title to any ideas,
designs, and other intellectual property, whether copyrightable or patentable or not,
contained in those materials. No licenses or rights under any patent, copyright,
trademark, or trade secret are granted or are to be implied by this Service Attachment.
	 
	 	G.	 	Warranties, Limitations of Liability and Force Majeure. Customer shall defend,
indemnify and hold harmless Verizon, its affiliates and their respective employees,
officers agents or contractors against any damages and expenses, including reasonable
attorneys’ fees, incurred by any of them (including expenses and costs incurred by
Verizon in enforcing the term of this Service Attachment) arising out of Customer’s or
its employees’, contractors’ or agents’ acts, omissions or breaches of any obligations
hereunder, or its use of the CPE or maintenance services in a manner not intended under
this Service Attachment. Verizon warrants that any cables and connectors between the
CPE and any other equipment on Customer’s premises that are provided by Verizon will be
in good working order for a period of 30 days after installation unless the failure of
such cables and connectors is caused by Customer’s misuse or abuse. EXCEPT AS
SPECIFICALLY SET FORTH IN THE CPE TERMS, ALL CPE PROVIDED BY VERIZON IS PROVIDED “AS
IS” WITHOUT WARRANTIES OF ANY KIND. VERIZON MAKES NO WARRANTIES, EXPRESS OR IMPLIED,
AS TO ANY EQUIPMENT, MAINTENANCE SERVICE OR RELATED PRODUCT OR DOCUMENTATION. VERIZON
SPECIFICALLY DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION,
ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR
NONINFRINGEMENT OF THIRD-PARTY RIGHTS. NOTWITHSTANDING THE FOREGOING, THE WARRANTIES
AND SUBLICENSES, IF ANY, OF THE EQUIPMENT MANUFACTURER PASS THROUGH VERIZON AND INURE
TO THE BENEFIT OF CUSTOMER. Neither party is responsible for a failure to perform from
Force Majeure but no Force Majeure relieves Customer of its obligation to make payments
for invoiced amounts.
	 
	 	H.	 	Order Process. Customer may order Services by contacting Customer’s
Verizon-designated account manager, who will process Customer’s order. This order
shall constitute the binding commitment of Customer to purchase the requested Service.
Verizon’s activation of Service shall constitute Verizon’s acceptance of Customer’s
order, unless another mode of acceptance is expressly stated. Verizon reserves the
right to reject any order for any reason, including without limitation, Verizon’s
obligations under applicable laws, regulations, directives, governmental authority or
orders, third party contracts, or Customer’s failure to meet Verizon’s credit approval
requirements. In addition, Verizon may reject an order in the event (a) of the
inability or impracticality of providing such Service in a particular geographic area
in which Verizon does not have sufficient presence, capacity, corporate infrastructure
or Network technical infrastructure to

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	 	 	 	effectively support the requested Service or (b) Verizon no longer commercially
offers the Service.
	 
	 	I.	 	Service Level Agreement (“SLA”). To qualify for the Internet Dedicated —
Managed Service — Service Level Agreement (“MSIDA-SLA”), the customer must have a 24x7
Maintenance Agreement for the equipment at each location. If the Maintenance Agreement
is not purchased from Verizon or 3rd party vendor, the router is not covered by the
Network & CPE Availability SLA and Mean Time to Repair SLA.

	 	1.	 	Service Details

	 	a.	 	Services Covered. Services and attributes
covered by the MSIDA-SLA include the following:

	 	i.	 	Internet Dedicated Access Service
in the contiguous United States.
	 
	 	ii.	 	Access types 1, 2, and 4 for
Internet
	 
	 	iii.	 	Managed Services
	 
	 	iv.	 	CPE that is part of a Managed
Services contract for Internet Dedicated Access Service
	 
	 	v.	 	Other Verizon Networks —
Dedicated Internet Access, Dedicated Internet Access National
and CrossRoads.

	 	b.	 	Exclusions. Exclusions to the MSIDA-SLA
include the following:

	 	i.	 	Customer-Provided Access: Access
lines purchased by the customer through a provider other than
Verizon and billed directly to the customer are excluded from
this SLA
	 
	 	ii.	 	CPE associated with the Internet
Service that is not part of a Managed Service contract.

	 	c.	 	Coverage Categories. The service commitments
defined in the MSIDA-SLA vary by outage type. The MSIDA-SLA defines
service disruptions as either a Hard Outage or Soft Outage. The
Service Restoration Priority determines the ranking of the repair
actions against other service issues. These are defined as follows:

	 	i.	 	Hard Outage is defined as a
service disruption or degradation that prohibits use of the
service. This is classified as a Priority 1 Service
Restoration. The service level agreements for Network & CPE
Availability and Mean Time to Repair apply to Hard Outages.
	 
	 	ii.	 	Soft Outage is defined as a
degradation of service where the customer can still use the
service. This is classified as a Priority 2 Service
Restoration. The service level agreement for Network Latency,
Denial of Services, Network Packet Delivery, and Network Jitter
apply to Soft Outages.
	 
	 	iii.	 	Service Restoration Priority

	 	 	 
	Priority	 	Criteria
	Priority 1

(Hard Outage)

	 	•   Total loss of service

	
	 	•   Service degradation to the point where the customer
is unable to use the service and is prepared to release it
for immediate testing.

	 
	Priority 2

(Soft Outage)

	 	•   Degraded service where the customer is able to use
the service and is not prepared to release it for immediate
testing.

	 	2.	 	Verizon SLA Commitment for Internet Dedicated — Managed
Service

	 	a.	 	US SLA Commitments

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	Service Commitment
	Parameter	 	Performance Standard
	Network & CPE Availability

	 	[**]
	Mean Time To Repair (MTTR)

	 	[**]
	Mean Time to Repair (MTTR) for Other Verizon Networks

	 	[**]
	Network Latency

	 	[**]
	Denial of Service

	 	[**]
	Network Packet Delivery

	 	[**]
	Network Jitter

	 	[**]
	Domestic Service Installation

	 	[**]
	Domestic Service Installation for Other Verizon Networks

	 	[**]
	Proactive Outage Notification

	 	[**]

	 	3.	 	Service Level Agreement and Objectives Measurement Defined

	 	a.	 	Network & CPE Availability

	 	i.	 	Definition. Network Availability
is defined as the total number of minutes in a billing month
during which a specific circuit (including the IP Network
infrastructure port and access circuit) and the customer
premises equipment (CPE) is available to exchange data between
end points, divided by the total number of minutes in a billing
month for all managed network routers. The measure is
calculated as the percentage of total time that the network is
available within a month. If Verizon or a 3rd party vendor
provides the router maintenance this guarantee includes the
local access circuit, IP Service Network Infrastructure port,
and the managed router. If no router maintenance is provided
the Network & CPE Availability SLA excludes the managed router.
	 
	 	ii.	 	Calculation. Network & CPE
Availability is the percentage of time that the Customers
network is available within a given billing month. Network &
CPE Availability only applies to Hard Outages that are always
classified as Service Restoration Priority 1.

	 	 	 	 	 	 	 	 	 	 	 
	Monthly Network &

CPE Availability
(%) =

	 	1

Minus
	 	(
	 	Total Minutes of
Network & CPE
non-availability
per month

Total # managed
routers x # days in
month x 24 hrs x 60
min
	 	)	 	x100

	 	iii.	 	Examples of Calculations for
Network & CPE AVAILABILITY SLA

	 	 	 
	Customer Conditions	 	Formula Applied
	•     [**]

	 	[**]
	•     [**]

	 	[**]

	 	iv.	 	CREDIT STRUCTURE AND AMOUNTS. IF
VERIZON FAILS TO MEET THE NETWORK & CPE AVAILABILITY SLA, THE
ACCOUNT WILL BE CREDITED THE PRO-RATED CHARGES, WHICH INCLUDE
[**].
	 
	 	 	 	Requests for credit must be submitted in writing to the
account team within [**] of opening a Trouble Ticket. In
order for the outage to qualify for an SLA credit the request
must contain the following information:

	 	•	 	The date the outage occurred.
	 
	 	•	 	The time the outage began and ended.

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	 	•	 	The Site(s) and Circuit ID(s) for each impacted.

	 	b.	 	Mean Time to Repair (MTTR) SLA

	 	i.	 	Definition. Mean Time to Repair
(MTTR) is the average time to restore the Service during a
Network outage. This is calculated as the period of time
beginning when either the Customer or an Verizon engineer opens
a trouble ticket and ending when service is restored
(closing of a trouble ticket with the customer). If Verizon
or a 3rd party vendor provides the router maintenance this
guarantee includes the local access line, the IP Network
infrastructure port, and the managed router. If no router
maintenance is provided the MTTR SLA excludes the managed
router. This commitment also covers loss of site network
connectivity due to router software failure.
	 
	 	ii.	 	Calculation. The Customer’s MTTR
will be based on the cumulative time of network outage time per
circuit and calculated as an average for the applicable monthly
billing period. This time commences with the initiation of a
trouble ticket that is opened by Verizon or the Customer, and
concludes with the restoration of service.

	 	 	 
	Managed Router
Monthly Mean Time
to Repair (Hrs.) =

	 	Cumulative length of Network non-availability per circuit

Total number of Trouble Tickets per circuit during the
billing month

	 	iii.	 	CREDIT STRUCTURE AND AMOUNTS.
THE CREDIT CALCULATION IS BASED ON THE AVERAGE REPAIR TIMES FOR
CIRCUIT OUTAGES WITHIN A CALENDAR MONTH. CUSTOMERS WILL BE
CREDITED FOR MONTHLY RECURRING CHARGES FOR AFFECTED MANAGED
SERVICE, DEDICATED INTERNET ACCESS CIRCUITS AND IP SERVICE
NETWORK INFRASTRUCTURE PORT FEES. EXAMPLE CREDITS START WHEN
THE AVERAGE MTTR REACHES [**].
	 
	 	 	 	Requests for credit must be submitted in writing to the
account team within [**] of opening a Trouble Ticket. In
order for the outage to qualify for an SLA credit the request
must contain the following information:

	 	•	 	The date the outage occurred.
	 
	 	•	 	The time the outage began and ended.
	 
	 	•	 	The Site(s) and Circuit ID(s) for each impacted.

	 	 	 	 	 
	Credit as a % of Internet Dedicated Access Service and Managed Service MRC
	(based upon Network Outage to Repair Time)
	From	 	To	 	 
	Hours:Min:Sec	 	Hours:Min:Sec	 	Credit Percentage
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]

	 	c.	 	Network Latency SLA

	 	i.	 	Definition. Verizon’s U.S.
Latency service commitment averages round-trip transmissions of
[**] or less between Verizon-designated inter-regional transit
backbone routers (“Hub Routers”) in the contiguous U.S.

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	 	ii.	 	Calculation. Network Latency is
measured by averaging sample measurements taken during a
calendar month between Hub Routers. Network performance
statistics relating to U.S. Latency performance statistics are
posted at the following location: www.verizonbusiness.com/terms
	 
	 	iii.	 	Credit Structure and Amount.
Verizon’s failure to meet any Network Latency service commitment
in a calendar month this will result in the Customer’s account
being automatically credited for that month. The credit will
consist of [**].

	 	d.	 	Denial of Service

	 	i.	 	Definition. Verizon will respond
to Denial of Service attacks reported by Customer within [**] of
Customer opening a complete trouble ticket with Verizon Customer
Support. To open a trouble ticket for Denial of Service, the
Customer must call Verizon at 1-800-900-0241 (Option 4) and
state: “I am under a Denial of Service Attack.” A complete
trouble ticket consists of Customer’s Name, Account Number,
Caller Name, Caller Phone Number, Caller Email Address and
Possible Destination IP address/type of Attack. Verizon shall
use trouble tickets and other appropriate Verizon records to
determine, in its sole judgment, in SLA compliance. Customer
must notify Verizon no later than 30 days after the Denial of
Service attack(s) occurred.
	 
	 	ii.	 	Calculation. Verizon
characterizes a Denial of Service attack as more than [**]%
bandwidth utilization.
	 
	 	iii.	 	Credit Structure and Amounts. If
Verizon fails to meet the denial of Service Responses SLA, the
Customer’s account will be credited, at the Customer’s request,
for the [**].

	 	e.	 	Network Packet Delivery

	 	i.	 	Definition. Verizon’s North
American Network Packet Delivery SLA is packet delivery of [**]%
or greater between Verizon designated Hub Routers in North
America. This SLA measurers the unit of data sent across the
network.
	 
	 	ii.	 	Calculation. Packet Delivery is
measured by averaging sample measurements taken during a
calendar month between Hub Routers. Each month’s Network
performance statistics relating to the Network Packet Delivery
SLAs shall be posted at: www.verizonbusiness.com/terms.
	 
	 	iii.	 	Credit Structure and Amounts. If
Verizon fails to meet the Network Packet Delivery SLA in a
calendar month this will result in the Customer’s account being
automatically credited for that month. The credit will consist
of [**].

	 	f.	 	Network Jitter

	 	i.	 	Definition. Verizon’s North
American Network jitter performance will not exceed [**] between
Verizon designated inter-regional transit backbone network
routers Hub routers in the contiguous U.S. Jitter is defined as
the variation or difference in the end-to-end delay between
received packets of an IP or packet stream. Jitter is usually
caused by imperfections in hardware or software optimization and
varying traffic conditions and loading Excessive delay variation
in packet streams usually results in additional packet loss,
which impacts quality.
	 
	 	ii.	 	Calculation. Jitter shall be
measured by averaging sample measurements taken during a
calendar month between Hub Routers. Each month’s Network
performance statistics relating to the Network Jitter SLAs shall
be posted at www.verizonbusiness.com/terms.

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	 	iii.	 	Credit Structure and Amounts. If
Verizon fails to meet the Network Jitter commitment in a
calendar month this will result in the Customer’s account being
automatically credited for that month. The credit will consist
of [**].

	 	g.	 	U.S. Domestic Service Installation SLA

	 	i.	 	Definition. Verizon’s Service
Installation SLA is for Verizon ordered telephone company
circuit, activation of an Verizon port, and installation of the
managed router to be completed within [**] for T1 services and
[**] for T3 services.
	 
	 	ii.	 	Calculation. The install date
shall be counted from the date Verizon has received all of the
following from Customer: signed contract (e.g., Service
Agreement or Amendment), completed Customer Information Form,
and (if requested by Verizon) completed credit application.
	 
	 	iii.	 	Credit Structure and Amounts. To
claim a credit, Customer must request it by calling the Billing
Inquiry/Trouble telephone number on its invoice. At the time of
this call, Customer must provide the company name, account
number, circuit ID, Service, contact name and number, email
address, SLA install date, and the actual install date in order
to process the request. If Verizon determines in its reasonable
commercial judgment that there is a Circuit Install SLA
non-compliance, at Customer’s request, Customer’s invoice will
be credited an amount equal to [**]% of Verizon’s billed install
charge, to include any applicable Internet Port/service install
charges and Verizon ordered and billed access install charges
for the service for which the SLA is not compliant.

	 	h.	 	Proative Outage Notification SLA

	 	i.	 	Definition. Verizon provides two
types of reporting commitments.

	 	1.	 	Network Outage
Notification: Network provides Customer notification
within [**] after it is determined that service is
unavailable. Unavailability is triggered by the receipt
of a network alarm form Verizon’s Network Management
System; this is the device by which Verizon identifies
that a network outage has occurred. Verizon’s standard
procedure is to ping Customer’s router every [**]. If
the router does not respond after [**] ping cycles,
Verizon will deem the service unavailable and the
Customer’s point of contact will be notified by e-mail
or pager, as elected by Verizon.
	 
	 	2.	 	Scheduled
Maintenance Notification: provides customer
notification on any maintenance at the UUNET hub to
which Customer’s circuit is connected (a) of which
Customer is notified [**] in advance, and (b) that is
performed during a standard maintenance window. The
standard maintenance window is Tuesdays and Thursdays
from 3 AM to 6 AM local time of the UUNET hub to which
the circuit is connected. Notice of Scheduled
Maintenance will be provided to Customer’s designated
point of contact by e-mail or pager, as elected by
Verizon.

	 	 	 	Proactive Outage Notifications are only available for service
provided entirely in the contiguous U.S. Customer is solely
responsible for providing Verizon accurate and current
contact information for their designated points of contact.
	 
	 	ii.	 	Calculation

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	 	•	 	Network Outage Notification: Within [**]
after it is determined that service is
unavailable.
	 
	 	•	 	Scheduled Maintenance Notification: Provides
customer notification [**] in advance.

	 	iii.	 	Credit Structure and Amounts. If
Verizon fails to meet the Proactive Outage Notification SLA, at
Customer’s request, the account shall be credited the [**].
	 
	 	 	 	In order to receive a credit on the Proactive Outage
Notification SLA, the customer must request the Service Level
Agreement credit in writing from the Account Team within [**]
of the service outage. The written documentation must
contain the following:

	 	1.	 	The date the site
and circuit outage occurred
	 
	 	2.	 	The time the site
and circuit outage began and ended
	 
	 	3.	 	The site(s) and
circuit ID(s) for each that did not receive notification
within the Proactive Outage Notification SLA time frame.

	 	4.	 	Credit Application Process

	 	a.	 	SLA for Managed Interned Dedicated Access.
Customer can request to have compliance checked for all of the standard
SLA commitments when requesting credits in any given month. Verizon’s
calculations will be used to determine if an SLA has been missed and a
credit is due to a customer. Verizon will credit the customer’s
account within [**] following Verizon’s confirmation of non-compliance
with the SLA.
	 
	 	b.	 	Process for Customers to Apply for SLA Credits.
The customer completes two steps in order to have an outage qualify
for a Service Level Agreement credit. First, a trouble ticket needs to
be opened in response to service issues. The second step is to request
the credit in writing from the account team contact.

	 	i.	 	Opening a Trouble Ticket. A
Trouble Ticket is required to record the event of a Network
Outage. Routinely Verizon Managed Services Operations will
generate a trouble ticket for the Customer. The Customer could
also notify the appropriate Verizon Customer Service Center or
use its Web-based tool to also initiate a trouble ticket. The
number for the assigned Customer Service Center is printed on
the customer’s invoice. Access to the Web-based tool can be
requested at the first use or anytime thereafter by contacting
your Account Team.
	 
	 	ii.	 	Service Level Agreement Credit
Time Limitation. The customer has options regarding the service
after [**] of non-compliance on the part of Verizon for the
Service Level Agreement.

	 	1.	 	The customer may
elect to continue the service for the site inclusive of
the credit provided, however, a customer is limited to
[**] of credits for any individual SLA within a 12-month
period.
	 
	 	2.	 	The customer may
elect to discontinue service without liability except
for charges incurred prior to discontinuation of the
service. In order to cancel service, the customer must
submit a written disconnect notice to their Verizon
Account Team within [**] following the end of either the
third or subsequent consecutive month of Verizon’s
failure to meet the SLA.
	 
	 	 	 	Verizon has the right to terminate its performance
obligations under this MSIDA-SLA at any time after
the third consecutive month of non-compliance for any
individual SLA.

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	 	5.	 	Exclusions

	 	a.	 	General Exclusions. The following exclusions
apply to all Service Level Agreements contained in this document:

	 	i.	 	Any act or omission on the part
of the Customer, its contractors or vendors, or any other entity
over which the Customer exercises control or has the right to
exercise control;
	 
	 	ii.	 	Labor strikes;

	 
	 	iii.	 	 Natural disasters;
	 
	 	iv.	 	Scheduled maintenance on the part
of the Customer, customer contractors or customer vendors;
	 
	 	v.	 	Scheduled maintenance on the part
of Verizon which are within Verizon’s maintenance windows;
	 
	 	vi.	 	Lapses of service associated with
new installations (e.g. before new service acceptance by
Customer);
	 
	 	vii.	 	Lapses of service that are not
associated with Verizon provided service;
	 
	 	viii.	 	Force majeure events beyond the
reasonable control of Verizon (including, but not limited to,
acts of God, government regulation, acts of domestic and/or
international terrorism, and national emergency).

	 	b.	 	Availability Exclusions

	 	i.	 	Availability measurements do not
include periods of Network Outage resulting in whole or in part
from one or more of the following causes:

	 	1.	 	Periods of
service degradation, such as slow data transmission.
	 
	 	2.	 	“Customer Time,”
the time identified on the trouble ticket (if any)
attributable to or caused by, through no fault of
Verizon, the following:
	 
	 	3.	 	Incorrect or
incomplete callout information provided by Customer
which prevents Verizon from completing the trouble
diagnosis and service restoration;
	 
	 	4.	 	Verizon being
denied access to network components at the Customer
location when access is required to complete trouble
shooting, repair, diagnosis, or acceptance testing;
	 
	 	5.	 	The CPE
Maintenance Provider must have access to the CPE to
restore and fix;
	 
	 	6.	 	Customer’s
failure or refusal to release the circuit for testing;
	 
	 	7.	 	Verizon calling
Customer to close a trouble ticket, but Customer being
unavailable, or Verizon being unable to verify service
restoration with a Customer;
	 
	 	8.	 	Any other act or
omission on the part of Customer, or

	 	ii.	 	Schedule Maintenance
	 
	 	iii.	 	Force Majeure events beyond
Verizon’s reasonable control, including but not limited to Acts
of God, government regulation, labor strikes natural disaster,
and national emergency.
	 
	 	iv.	 	Interruptions not reported by
Customer, or for which no trouble ticket was opened.
	 
	 	v.	 	Trouble tickets associated with
new installations (before Customer accepts a new service) or
opened for circuit monitoring purposes only.
	 
	 	vi.	 	All routers not under 24x7
Maintenance through Verizon or another vendor.
	 
	 	vii.	 	Unavailability continuing for
[**] or less which Customer fails to report to Verizon within
[**] from the date the SLA was not met, or any unavailability
resulting from:

	 	•	 	Verizon Network maintenance;
	 
	 	•	 	any Customer-ordered telephone company circuits;

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	 	•	 	Customer’s applications, equipment, or facilities;

	 	viii.	 	Mean Time to Repair Exclusions.
The MTTR guarantee only applies to those service issues for
which Customer or Verizon opens an Verizon trouble ticket and
for Customer subsequently allows necessary access to Customer
premises and provides circuit release for testing. MTTR
measurements will exclude the following:

	 	1.	 	“Customer Time,”
the time identified on the trouble ticket (if any)
attributable to or caused by, through no fault of
Verizon, the following:

		1.	 	
Incorrect or incomplete callout information
provided by Customer which prevents Verizon from
completing the trouble diagnosis and service
restoration;
	 
	 	2.	 	
Verizon being denied access to network
components at the Customer location when access
is required to complete trouble shooting,
repair, diagnosis, or acceptance testing;
	 
	 	3.	 	
Customer’s failure or refusal to release the
circuit for testing;
	 
	 	4.	 	
Verizon calling Customer to close a trouble
ticket, but Customer being unavailable, or
Verizon being unable to verify service
restoration with a Customer;
	 
	 	5.	 	
Any other act or omission on the part of
Customer, or

	 	2.	 	Scheduled
maintenance.
	 
	 	3.	 	Force Majeure
events beyond Verizon’s reasonable control, including
but not limited to Acts of God, government regulation,
labor strikes, natural disasters, and national
emergency.
	 
	 	4.	 	Trouble tickets
associated with any act or omission of any third party
other than the local access provider.
	 
	 	5.	 	Interruptions not
reported by Customer, or for which no trouble ticket was
opened.
	 
	 	6.	 	Trouble tickets
associated with new installations (before Customer
accepts a new service) or opened for circuit monitoring
purposes only.
	 
	 	7.	 	Trouble tickets
associated with any router hardware failure for customer
sites located outside of a [**] mile (U.S. sites only)
radius of an authorized Verizon service center. For
sites outside of a [**] mile radius, Verizon’s objective
will be no respond to the site within [**] of trouble
ticket initiation. Verizon does not guarantee that this
[**] objective will be met.
	 
	 	8.	 	All routers not
under 24x7 Maintenance through Verizon or another
vendor.

	 	ix.	 	Network Latency Exclusions. In
addition to the above, Network Latency SLA measurements do not
include Force Majeure events beyond Verizon’s reasonable
control, including but not limited to Acts of God, government
regulation, labor strikes, natural disasters, and national
emergency.
	 
	 	x.	 	Network Packet Delivery
Exclusions. In addition to the above, Network Packet Delivery
SLA measurements do not include Force Majeure events beyond
Verizon’s reasonable control, including but not

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	 	 	 	limited to Acts of God, government regulation, labor strikes,
natural disasters, and national emergency.

	 	xi.	 	Network Jitter Exclusions. In
addition to the above, Network Jitter SLA measurements do not
include Force Majeure event beyond Verizon’s reasonable control,
including but not limited to Acts of God, government regulation,
labor strikes, natural disasters, and national emergency.
	 
	 	xii.	 	Service Installation Exclusions.
Service Installation measurements do not include the following:

	 	1.	 	Any promotional
offerings on any installation fees;
	 
	 	2.	 	A
Customer-ordered installation date that is within the
Service Installation Period;
	 
	 	3.	 	Unavailability of
Customer’s premises, equipment, or facilities required
to install the service;
	 
	 	4.	 	Installations
outside of the forty-eight (48) contiguous U.S. states;
	 
	 	5.	 	Delays due to
causes beyond Verizon’s control;
	 
	 	6.	 	Delays resulting
from an order suspension due to credit issues involving
the customer or customer not passing Verizon’s credit
check;
	 
	 	7.	 	Delays resulting
from inaccurate or incorrect order information from
Customer;
	 
	 	8.	 	Customer-ordered
telephone company circuits.
	 
	 	9.	 	Any act or
omission on the part of the Customer, its contracts or
vendors, or any other entity over which the Customer
exercises control or has the right to exercise control;
	 
	 	10.	 	Force Majeure
events beyond Verizon’s reasonable control, including
but not limited to Acts of God, government regulation,
labor strikes, natural disasters, and national
emergency.

	 	xiii.	 	Proactive Outage Notification
SLA Exclusions. Customer notification calculations will not
include the following:

	 	1.	 	“Customer Time,”
the time identified on the trouble ticket (if any)
attributable to or caused by, through no fault of
Verizon, the following:

	 	1.	 	Incorrect or incomplete point of contact
information provided by Customer which prevents
Verizon from completing the trouble diagnosis
and service restoration
	 
	 	2.	 	Verizon calling Customer to close a trouble
ticket, but Customer being unavailable, or
Verizon being unable to verify service
restoration with a Customer

	 	2.	 	Scheduled
maintenance.
	 
	 	3.	 	Force Majeure
events beyond Verizon’s reasonable control, including
but not limited to Acts of God, government regulation,
labor strikes, natural disaster, and national emergency.
	 
	 	4.	 	Interruptions not
reported by Customer, or for which no trouble ticket was
opened.
	 
	 	5.	 	Trouble tickets
associated with new installations (before Customer
accepts a new service) or opened for circuit monitoring
purposes only.
	 
	 	6.	 	Periods of
service degradation, such as slow data transmission.

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	 	7.	 	Catastrophic or
Major events such as fiber cuts or network switch
outages that effect multiple Customers.
	 
	 	8.	 	Customer point of
contact unavailable to receive notification.
	 
	 	9.	 	Customer point of
contact information (e-mail, pager) incorrect or not
operable.

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Customer Premises Equipment

CUSTOMER PREMISES EQUIPMENT

	 	A.	 	General. The provisions of the Guide relating to Customer Premises Equipment
or “CPE” (the “CPE Terms”) will apply to any Customer order to Verizon for one or more
of the following CPE services, in the U.S. Mainland only, during the term of the
Agreement of which this service attachment is a part: (i) purchase; (ii) purchase,
installation and maintenance subject to third-party lease; (iii) monthly rental, (iv)
term rental, (v) installation service, (vi) maintenance service, and (vii) maintenance
takeover service. Order need not be signed but Verizon will send Customer a written
confirmation (including email) before processing the order. Certain current Guide
terms regarding CPE are described in part below (without limitation).
	 
	 	B.	 	Pricing and Payment. Customer will pay the rate stated on Verizon’s
documentation of an order for installation; purchase; and the purchase and installation
elements of purchase, installation and maintenance subject to third-party lease;
provided that the rate is current — i.e., was first quoted within [**] of the order’s
submission. For other CPE Services, Customer also will pay the rate stated on
Verizon’s order documentation, subject to the following. After expiration of any
service term commitment by Customer for a particular unit of Equipment, Verizon may
change the rates and will provide [**] notice any increase. Any charges for such CPE
do not contribute to the AVC or any other minimum purchase requirement.
	 
	 	C.	 	Title and Risk of Loss. Title to each item of equipment under purchase or
purchase, installation and maintenance subject to third-party lease, passes to Customer
upon Verizon’s receipt of full payment for that item of equipment. Customer bears the
risk of loss or damage to rental CPE after installation and while such equipment is
located at an installation site and shall pay Verizon the reasonable and customary
costs of repair or replacement if loss or damage occurs.
	 
	 	D.	 	Maintenance. Verizon has the exclusive right maintain CPE subject to
maintenance under this Agreement. Customer acknowledges that it is Customer’s
responsibility to replace (or support) CPE when it is no longer supported by the CPE
manufacturer (“Unsupported CPE”). Maintenance service for Unsupported CPE is limited
to the level of service Verizon can provide using commercially reasonable efforts:
	 
	 	E.	 	Customer Responsibilities. Customer hereby authorizes Verizon or its assignee
to endorse Customer’s name upon any uniform Commercial code filings reasonably
necessary to protect the interests of Verizon, its contractors or assignees, if any, in
the CPE. Verizon and its contractors are not responsible or liable for Customer’s
failure to provide backup power, or to adequately duplicate or document files or for
data or files lost during the course of performance of maintenance services. Customer
will provide a physical and electrical environment for the CPE that meets Verizon
specifications and provide Verizon full access to the CPE. Customer shall not move or
remove any item of CPE maintained under the CPE Terms without Verizon’s prior written
consent. For rental CPE, Customer shall provide insurance meeting Verizon’s
requirements. Customer shall not do anything inconsistent with Verizon’s or its
assignee’s interest in the CPE.
	 
	 	F.	 	Warranties, Limitations of Liability and Force Majeure. Customer shall defend,
indemnify and hold harmless Verizon, its affiliates and their respective employees,
officers agents or contractors against any damages and expenses, including reasonable
attorneys’ fees, incurred by any of them (including expenses and costs incurred by
Verizon in enforcing the CPE Terms) arising out of Customer’s or its employees’,
contractors’ or agents’ acts, omissions or breaches of any obligations hereunder, or
its use of the CPE or maintenance services in a manner not intended under the CPE
Terms. Verizon warrants that any cables and connectors between the CPE and any other
equipment on Customer’s premises that are provided by Verizon will be in good working
order for a period of [**] after installation unless the failure of such cables and
connectors is caused by Customer’s misuse or abuse. Verizon warrants that maintenance
service will be performed in a good and workmanlike manner. Customer’s sole remedy for
a breach of that warranty is for Verizon to reperform the defective work. Except as
specifically set forth in the 

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Service Agreement

	 	 	 	CPE Terms, all CPE provided by Verizon is provided “as
is” without warranties of any kind. Verizon makes no warranties, express or implied,
as to any CPE equipment or related product/service or documentation. Verizon
specifically disclaims any and all implied warranties,
including without limitation, any implied warranties of merchantability, fitness for
a particular purpose or noninfringement of third-party rights. Notwithstanding the
foregoing, the end user warranties and sublicenses, if any, of the equipment
manufacturer pass through Verizon and inure to the benefit of Customer. Neither
party is responsible for a failure to perform resulting from Force Majeure but no
Force Majeure relieves Customer of its obligation to make payments for involved
amounts. In no event will Verizon be obliged to provide credits for service
interruptions to Verizon communication services provided to Customer as a result of
any act or failure to act under this Agreement.
	 
	 	G.	 	Term, Termination and Early Termination Charge.

	 	1.	 	If either party materially or repeatedly defaults in the
performance of any of its obligations under the aspects of this Agreement that
apply to CPE and does not substantially cure that default within 10 days of
being given notice of it, then the other party may terminate the aspects of
this Agreement that apply to CPE (without affecting the remainder of the
Agreement), as of a date specified in its notice of termination.
	 
	 	2.	 	Upon termination, Verizon has the right to exercise one or more
of the following remedies, in addition to any other remedies Verizon may
exercise, in law or equity: (1) recover from Customer all amounts due and
unpaid, and (2) repossesses any CPE for which title has not passed to Customer.
Upon termination, Customer must remove Customer-owned CPE. Customer must
return or dispose of rented CPE in accordance with Verizon’s requirements
within 5 business days after the expiration or termination of the CPE Terms (as
a whole or with respect to a particular item of Equipment), or the actual
termination of service under the CPE Terms if Customer and Verizon have agreed
to it occurring before the 30 day notice period has expired, whichever is
sooner. Customer is liable for any loss or damage to CPE resulting from theft,
disappearance, fire or any other cause. For each item of CPE not returned, for
any reason, within the 5 day period, Customer will be deemed to have purchased
such CPE and shall pay Verizon the replacement cost, plus any additional costs
incurred by Verizon in replacing the CPE.
	 
	 	3.	 	If Customer terminates a unit of CPE service before the end of
a service term commitment, Customer will pay, without limitation (a) an amount
equal to the monthly recurring charges for the terminated unit of service for
each month remaining in the service term commitment, and (ii) any credits
received by Customer with respect to that unit.

	 	H.	 	Export and Legal Compliance. Customer acknowledges that certain equipment,
software and technical data which may be provided under this Agreement may be subject
to export and re-export controls under the U.S. Export Administration Regulations
and/or similar regulations of the U.S. or any other country. Customer shall not export
or re-export any such equipment, software, technical data or any direct product thereof
in violation of any such laws. Customer shall comply with all laws and regulations,
including but not limited to import and custom laws and regulations.

IT Solutions

     DATA CENTER COLOCATION SERVICES (US ONLY)

	 	I.	 	Rates and Charges. Customer will pay the monthly recurring charges (“MRC”), which except for
Premium Data Center Colocation Power Options, are fixed for the Term of this Agreement, and
the non-recurring charges (“NRC”) for Data Center Services set forth below, based on the
options selected. Verizon may adjust the MRCs Power Options for Premium Data Center Customers
on a once per calendar year basis. The then current power rates will be posted to the Guide
or customers will be notified by invoice message, billing insert, email, or mail [**] prior to
rates being effective. MRCs for Power Options are not discountable. MRCs will begin accruing
on the Service Activation Date applicable to each Service, unless Customer has not provided
Verizon with all information reasonably requested by Verizon for the 

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Service Agreement

	 	 	 	provisioning of Services.
If Customer fails to provide Verizon with such information, MRCs will begin accruing on the
[**] following the date of Customer’s execution of the Agreement or Customer’s placement of an
order for Data Center Services, as applicable. Notwithstanding anything to the contrary in
the Agreement, Verizon will not waive, and Customer will pay, any standard installation and
any other NRCs for Data Center Colocation services. Install fees for contract renewals are
not applicable unless there is a change in configuration.

	 	A.	 	Data Center Colocation Service — Standard.

	 	1.	 	Equipment Space Options.

	 	 	 	 	 
	Equipment Space	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]

	 	2.	 	Power Options. AC Power is not protected by a UPS.

	 	a.	 	Standard Power. (one per Cabinet ordered)

	 	 	 	 	 
	Cabinet Space	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	b.	 	Power Upgrades. Ordered in lieu of Standard
Power Option for each Cabinet ordered.

	 	 	 	 	 
	AC Power	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	c.	 	Power Options. Supplemental Power to standard
Power Options or to Power Upgrades.

	 	 	 	 	 
	AC Power	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	3.	 	Cross Connects.

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Service Agreement

	 	 	 
	Cross-Connect Cable Type	 	MRC
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	 	4.	 	UPS Units. Verizon provides no maintenance for the UPS units
or optional hardware listed below. A rack-mounting kit is included with all
UPS units listed below.

	 	 	 
	UPS Units (with rack mountable kit)	 	NRC
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]

	[**]
	 	[**]

	 	5.	 	On-site Technical Support. On-site Technical Support
(“Hands-and-Eyes Support”) is available to Customers with the first [**] per
month provided [**]. After the first [**] per month, Customer will pay $[**]
per hour for Hands-and-Eyes Support, in [**] increments.

	 	 	 	Note: If Customer is ordering additional Verizon
Services that are to be associated with Verizon’s Data
Center Colcation, such services are via a separate
service attachment.

	 	B.	 	Data Center Colocation Service — Advanced.

	 	1.	 	Equipment Space Options.

	 	 	 	 	 	 	 	 	 
	 	 	Non-Caged Space(open Data	 	 	 
	 	 	Center floor)	 	Caged Space
	Equipment Space Options	 	Install Fee	 	MRC	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]

 

			
	*	 	A Caged Cabinet/Rack install fees are determined on an individual case basis (“ICB”).

	 	2.	 	Power Options. AC Power is not protected by a UPS.

	 	a.	 	Standard Power. (one per Cabinet ordered).

	 	 	 	 	 
	Equipment Spacee	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	b.	 	Power Upgrades. Power upgrades are in lieu of
standard power for each cabinet ordered.

Page 78 of 121

 

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Service Agreement

	 	 	 	 	 
	AC Power	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	c.	 	Power Options. Supplemental Power to standard
Power Options or to Power Upgrades.

	 	 	 	 	 
	AC Power	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	3.	 	Cross Connects.

	 	 	 
	Cross-Connect Cable Type	 	MRC
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	 	4.	 	UPS Units. Verizon provides no maintenance for the UPS units
or optional hardware listed below. A rack-mounting kit is included with all
UPS units listed below.

	 	 	 
	UPS Units (with rack mountable kit)	 	NRC
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	 
	[**]
	 	[**]
	[**]
	 	[**]

	 	5.	 	Additional On-site Technical Support (“Hands and Eyes
Support”). First [**] per month of Hands-and-Eyes Support are provided [**].
Thereafter, Hands-and-Eyes Support is billed at $[**] per hour, in [**]
increments.

	 	C.	 	Data Center Colocation Service —Premium.

	 	1.	 	Equipment Space Options.

Page 79 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	 	 	 	 	 	 
	 	 	Non-Caged Space(open Data	 	 	 
	 	 	Center floor)	 	Caged Space
	Equipment Space Options	 	Install Fee	 	MRC	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]

 

			
	*	 	A Caged Cabinet/Rack may be subject to an individual case basis (“ICB”) install fee.

	 	2.	 	Power Options.

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	MRC by Data Center
		 	Install	 	Ashburn	 	Atlanta	 	Billerica	 	Careret	 	Denver	 	Elmsford	 	Houston
	Power Component	 	Fee	 	(IAD)	 	(ATL)	 	(BOS)	 	(EWR)	 	(DEN)	 	(NYC)	 	(HOU)
	AC Power — Redundant
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]

 

			
	*	 	Verizon pre-approval must be obtained before ordering DC Power in the Atlanta or Elmsford data
centers.

     A total of 1 page has been omitted and filed separately with the Securities and Exchange
Commission. [**].

	 	3.	 	Additional On-Site Technical Support (“Hands and Eyes
Support”). First [**] per month of Hands-and-Eyes Support are provided [**].
Thereafter, Hands-and-Eyes Support is billed at $[**] per hour, in [**]
increments.

	 	4.	 	Data Center Colocation — Additional Options

	 	a.	 	Cabinet Cabling. Cabinet cabeling enables
inter-connections between multiple cabinets of the same customer and
also may be used to establish connectivity between different customers
if both parties agree.

	 	 	 
	Cable Type	 	Install Fee
	[**]
	 	[**]

	 	b.	 	Cross Connects.

	 	 	 
	Cable Type	 	MRC
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	 	c.	 	POP Mailboxes

	 	 	 	 	 
	Service Option	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]

	 	d.	 	Equipment Options

Page 80 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 
	Equipment Options	 	NRC
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	 	e.	 	Automated Transfer Switches

	 	 	 
	Model	 	NRC
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	 	D.	 	Data Center Colocation Service — Premium IP Bandwidth Pricing.

	 	1.	 	Primary Internet Connectivity.

	 	a.	 	Tiered Service.

	 	 	 	 	 
	Bandwidth Tier	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	b.	 	Burstable Services- 100 Mbps.

	 	 	 	 	 	 	 
	Monthly Minimum Usage Commitment	 	Install Fee	 	MRC	 	Overage Charge (per Mbps)
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]

	 	c.	 	Burstable Services- 1,000 Mbps. All internet
connectivity for bandwidth over 100 Mbps is delivered over fiber optic
circuits. Customer is responsible for providing, at its sole expense,
the Gig E card on its side of the connection necessary to accept such a
high bandwidth connection and a Layer 3 device that supports 1000
BASE-SX multi Mode SC connections.

	 	 	 	 	 	 	 
	Monthly Minimum Usage Commitment	 	Install Fee	 	MRC	 	Overage Charge (per Mbps)
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]

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Service Agreement

	 	2.	 	Shadow Internet Connectivity.
	 
	 	 	 	Shadow Service is only available with acquisition of Primary Internet
Connectivity. 100 Mbps of Shadow Internet Connectivity requires acquisition
of 100 Mbps or higher Primary Internet Connectivity.

	 	 	 	 	 	 	 
	Bandwidth Tier	 	Install Fee	 	MRC	 	Each Mbps > 64Kbps
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]

	 	3.	 	Diverse Internet Connectivity.

	 	a.	 	Tiered Service.

	 	 	 	 	 
	Bandwidth Tier	 	Install Fee	 	MRC
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	b.	 	Burstable Services- 100 Mbps.

	 	 	 	 	 	 	 
	Monthly Minimum Usage Commitment	 	Install Fee	 	MRC	 	Overage Charge (per Mbps)
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]

	 	c.	 	Burstable Services- 1,000 Mbps. All internet
connectivity for bandwidth over 100 Mbps is delivered over fiber optic
circuits. Customer is responsible for providing, at its sole expense,
the Gig E card on its side of the connection necessary to accept such a
high bandwidth connection and a Layer 3 device that supports 1000
BASE-SX multi Mode SC connections.

	 	 	 	 	 	 	 
	Monthly Minimum Usage Commitment	 	Install Fee	 	MRC	 	Overage Charge (per Mbps)
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]

	 	4.	 	Premium IP Bandwidth — Additional Options

	 	a.	 	Domain Name Service.

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Contract ID: 545035-01

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Service Agreement

	 	 	 	Data Center Internet Bandwidth includes Domain name Service (DNS) for
hosting one domain name. A Fee of $[**] per domain name will be
charged for each additional DNS domain name hosted by Verizon.
Customer is responsible for registering and renewing its domain
name(s); Verizon will not register or renew Customer’s domain names.
	 
	 	b.	 	Loading Balance.

	 	i.	 	Local Server Load Balancing (SLB)
Service. SLB Service distributes Internet traffic to Customer’s
servers located in a single Verizon Data Center.

	 	 	 	 	 
	 	 	Install Fees	 	MRC
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	ii.	 	Global Server Load Balancing
(GSLB) Service. GSLB Service distributed Internet traffic to
Customer’s servers located in [**] or more Verizon Data Centers

	 	 	 	 	 
	 	 	Install Fees (per Facility)	 	MIRC (per Facility)
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	c.	 	Backup & Restore Services. Customer will
receive the Backup & Restore Service described below. [Note: Backup &
Restore Service is provided via a dedicated MultiMode fiber optic
connection. Customer is responsible for providing a MultiMode fiber
Gig-E port with SC connector on its side to accept such a connection.)
“Local” Backup & Restore Services are available in [**]; “Network”
Backup & Restore Services are available in [**] facilities.

	 	i.	 	Basic Backup & Restore Service.

	 	 	 	 	 
	Committed Monthly Storage Usage	 	MRC	 	Charge per GB Used In Excess of Committed Storage Usage
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]

	 	 	 
	Additional Charges	 	Charge
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	 	ii.	 	Backup Back-net Switches —
Enables Customer to connect multiple servers into a single
device where Customer’s backup handoff can terminate.

Page 83 of 121

 

Contract ID: 545035-01

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Service Agreement

	 	 	 	 
	Backup Back-net Switches	 	NRC	 
	[**]
	 	[**]	 
	[**]
	 	[**]	 
	[**]	 		 
	[**]
	 	[**]	 

	 	iii.	 	Long Term Retention. The base
MRC for Long Term Retention is applicable regardless of which or
how many retention levels are selected and covers the charges
for data retention up to 50 GB for all selected retention
levels.

	 	 	 	 	 
	Fee Type	 	MRC	 
	Long Term Retention base[**]
	 	 	[**]	 

	 	 	 	For any usage above and beyond 50 GB for any retention level, the usage charges are
based on how long the data is stored off-site, as set forth in the following table.

	 	 	 
	Service	 	Overage Charge* (per GB over 50 GB)
	1 Year Retention
	 	[**]
	3 Year Retention
	 	[**]
	5 Year Retention
	 	[**]
	7 Year Retention
	 	[**]
	10 Year Retention
	 	[**]

 

			
	*	 	Paid in addition to Long Term Retention base MRC

	 	iv.	 	Legato Application & Clustering
Modules. Optional add-on Legato modules are offered in
conjunction with Backup & Restore Service.

	 	1.	 	Legato
Application Modules for Windows

	 	 	 	 	 	 	 	 	 	 	 
	NRC per Server
	Tier	 	SQL	 	Exchange	 	Oracle	 	Lotus Notes & Domino	 	Informix
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]	 	[**]	 	[**]	 	[**]

	 	2.	 	Legato
Application Modules for UNIX

	 	 	 	 	 
	NRC per Server
	Oracle	 	Lotus Notes & Domino	 	Informix
	[**]
	 	[**]
	 	[**]

	 	3.	 	Legato
Application Modules for Solaris

NRC per Server

Oracle

[**]

	 	4.	 	Legato
Application Modules for Linux

Page 84 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	 	 
	NRC per Server
	Oracle	 	Lotus Notes & Domino	 	Informix
	[**]
	 	[**]	 	[**]

	 	 	 	Legato Clustering Modules. Legato Clustering Modules are required for Verizon to
perform backups of Customer’s data if it has clustered servers. Each active node
participating in a cluster environment requires a “Network Cluster license.” In a
clustered environment, application modules are required only for the node that is
Active.

	 	 	 
	Service	 	NRC
	NetWork Cluster Client 

Connections for Windows	 	 
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	NetWork Cluster Client 

Connections for UNIX	 	 
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	NetWork Cluster Client 

Connections for Linux	 	 
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	 	d.	 	Enhanced Monitoring Services.

	 	 	 	 	 
	Service	 	MRC	 	Install Fee
	Unix/Linux Enhanced Monitoring
	 	[**]	 	[**]
	Windows Enhanced Monitoring
	 	[**]	 	[**]

	 	II.	 	Discounts. Customer will receive the following discount percentage off the above stated MRCs
Equipment Space Options and Internet Connectivity (Primary, Shadow, Diverse), as applicable,
except as otherwise specified below. pop Mailboxes and Power Options are not discountable.

	 	 	 
	 	 	Discount
	Service Type	 	off MRC
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	 	III.	 	Special Pricing.

	 	A.	 	US Data Center Colocation. In lieu of all other rates, discounts, or
promotions, Customer will pay standard rates for US Data Center Colocation Premium IP
Bandwidth, less a fixed discount of [**]%. In addition, the bandwidth discount applies
to overage.
	 
	 	B.	 	UK Data Center Colocation. Customer’s revenue in the UK may contribute to the
AVC.
	 
	 	C.	 	Data Center Services Review. Upon Customer’s written request and provided that
(i) Customer’s Total Service Charges for Data Center Colocation Services (US Only) have
increased 

Page 85 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	significantly since the Effective Date and (ii) Customer is in compliance
with its obligations under the Agreement, Verizon will meet with Customer
representatives no sooner than [**] prior to the end of Contact Year Two to review the
rates and/or discounts set forth in the Agreement for Data Center Colocation Services
(US Only) (the “Data Center Services Review”).

	 	1.	 	If, as a result of the Data Center Services Review, the parties
mutually agree on revisions to the rates and/or discounts set forth in the
Agreement for Data Center Colocation Services (US Only), the parties shall
enter into a written amendment to the Agreement to reflect such revised rates
and/or discounts. If, as a results of the Data Center Services Review, the
parties are unable to mutually agree on revisions to the rates and/or discounts
set forth in the Agreement for Data Center Colocation Services (US Only), the
Agreement shall remain in full forces and effect for the remainder of the Term.

	 	IV.	 	Terms and Conditions.

	 	A.	 	The terms and conditions for the provision by Verizon of Premium Data Center
Colocation, Advanced Data Center Colocation, and Standard Data Center Colocation
(individually, a “Service”) are set forth in the Agreement, this Service Attachment and
other documents incorporated herein by reference, and the Guide. The Service Level
Agreement for Data Center Colocation at a Premium Data Center is set forth at
http://www.verizonbusiness.com/terms/us/products/data_centers/premium/ (or other URL
designated by Verizon).
	 
	 	B.	 	Conditions of Service.

	 	1.	 	Customer shall purchase from Verizon either:

	 	a.	 	In connection with Data Center Colocation
Service — Standard and Data Center Collocation Service — Advanced: A
minimum of [**] of data, voice or IP service associated with the
Service per [**] or fewer cabinets, plus [**] of data, voice or IP
services from Verizon for each additional cabinet above [**] purchased
by the Company hereunder; or
	 
	 	b.	 	In connection with Data Center Colocation
Service — Advanced: A minimum of [**] of data, voice or IP service
associated with the Service per [**] or fewer cabinets, plus [**] of
data, voice or IP services from Verizon for each additional cabinet
above [**] purchased by Customer hereunder.

	 	2.	 	Service includes the location or data center (“Facility”) in
which equipment storage space (“Space”) will be made available to Customer for
installation and use of Customer’s equipment (“Equipment”). Verizon may modify
the Service from time to time, and will use commercially reasonable efforts to
notify Customer.
	 
	 	3.	 	No Liability for Security Advisories. Verizon’s agent-based
Enhanced Monitoring service will provide “Security Advisories” via “Client
Central”. These Security Advisories are from third parties and are provided to
Customer for informational purposes only, Customer deploys any fixes, patches,
or other activity recommended in such Security Advisories entirely at its own
risk. Verizon does not manage Customer’s services and will not take any action
regarding Customer’s Servers as a result of such Security Advisories.
	 
	 	4.	 	Customer will ensure that the Equipment will not exceed [**]
percent of the electrical load of the circuit breaker rating and will be
responsible for any outage resulting from the Equipment exceeding such level
[**] percent load of the circuit breaker rating.

	 	C.	 	Term and Termination. The Service term of any Service ordered hereunder will
commence on the date Verizon is prepared to provide the Space to Customer for
installation of Equipment (the “Service Activation Date”), and automatically renew and
terminate according to the terms of the Agreement. Notwithstanding the above, IP
bandwidth purchased from Verizon in connection with Data Center Colocation Service —
Premium shall be co-terminous with the underlying Service. To terminate a Service,
Customer must send 60-days advance notice by email to hosting-cancel@mci.com, in
addition to meeting the Agreement’s Notice requirements.
	 
	 	D.	 	Permissible Use of Space.

Page 86 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	1.	 	Customer will furnish to Verizon, and keep current, a written
list identifying a maximum of [**] individuals authorized to obtain entry to
the Facility and access the Space. Customer will exercise reasonable efforts
to ensure that no individual it authorizes to enter the Facility will have been
convicted of a felony. Verizon may revoke the entry privileges of any person
at any time and for any reason.
	 
	 	2.	 	Customer’s employees and agents will not use any products,
tools, materials, or methods that, in Verizon’s reasonable judgment, might
harm, endanger, or interfere with the Verizon Network, the Service, Verizon’s
provision of services to any other customer, the Facility, or the personnel or
property of Verizon, its vendors or its other customers. Verizon may take any
reasonable action to prevent such potential harm or interference.
	 
	 	3.	 	Customer will not provide or make available to, or sublicense
to or permit in any manner any third party to use all or a portion of the Space
or the Facility, excluding Customer’s employees and agents. Verizon may
immediately terminate Data Center Services provided under this Attachment upon
notice to Customer if Customer violates this restriction.
	 
	 	4.	 	No material improvements or modification will be made to the
Space or any portion of the Space or the Facility unless approved by Verizon,
which approval will not be unreasonably delayed, conditioned or withheld.
Verizon will provide [**] advance written notice to Customer of its demand to
remove any unapproved items from the Space, including materials that could be
considered a fire hazard, and of its intent to disconnect or remove
unauthorized items and/or equipment from the Space. Notwithstanding the
foregoing, if Verizon determines in its reasonable discretion that such
unapproved items possess an immediate risk to the Facility or Verizon’s other
customers, Verizon may immediately disconnect or remove such unauthorized
equipment from the Space without prior notice to customer without liability
to Verizon.
	 
	 	5.	 	Any Equipment and/or personal property of Customer not removed
within [**] after the termination of the applicable Service order will, at
Verizon’s option, be deemed abandoned (“Abandoned Property”). Verizon may,
upon written notice, apportion, sell, use, store, destroy, or otherwise dispose
of the Abandoned Property without liability to Customer or any third party.
Customer will pay all expenses and costs incurred in connection with Verizon’s
disposition of Abandoned Property, including without limitation, the cost of
restoring the Facility to its original condition and of removing the Abandoned
Property.

	 	E.	 	Conduct in Facility.

	 	1.	 	Customer’s employees and agents are prohibited from bringing
any harmful or dangerous materials (as determined by Verizon in its sole
discretion) into the Facility. Such materials include, but are not limited to,
wet cell batteries, explosives, flammable liquids or gases, alcohol, controlled
substances, weapons, cameras and video or voice recording devices
	 
	 	2.	 	If Customer desires any assistance in the Facility, Customer
shall provide commercially reasonable notification to Verizon prior to arriving
at any Facility by calling Verizon’s customer service center at the number
listed on Customer’s invoice or other contact number as may be designated by
Verizon.

	 	F.	 	Equipment. All Equipment in the Facility is hereby charged with a lien in
favor of Verizon to the extent of any unpaid fees plus interest thereon under the
Agreement or any other agreement between Verizon and Customer, and this Attachment
constitutes a security agreement with respect to such Equipment. Customer will
promptly notify Verizon of any lien(s) on or security interest(s) in the Equipment.
Customer will be allowed to remove from the Facility only that Equipment for which
Customer can show it has sufficient ownership or possessory interest. Verizon may
relocate the Equipment within the Facility or to move the Equipment to another
facility, at Verizon’s expense, with at least [**] written notice. Verizon will use
commercially reasonable efforts to minimize resulting downtime and service
interruption.
	 
	 	G.	 	Insurance.

Page 87 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	1.	 	Throughout the Term, Customer will maintain, and will require
any of its subcontractors to maintain, the following insurance coverages:

	 	a.	 	Commercial General Liability Insurance covering
liability for injury to or death of persons and damage to property at
a minimum of $1,000,000 per occurrence and $2,000,000 aggregate. The
policy will cover (i) any contractual liability assumed under this
Agreement (ii) liability which may arise from the use of independent
contractors (iii) explosion liability and damages to underground
utilities and damage caused by collapse, if the appropriate exposure
exists (involving blasting, underpinning, and structural alterations,
etc.) (iv) broad form property damage; (v) personal injury liability
and (vi) an amendment to pollution exclusion to include damage from
heat, smoke and fumes hostile fire.
	 
	 	b.	 	Automobile Liability covering bodily injury and
property damage with combined single limit of $1,000,000.
	 
	 	c.	 	Umbrella and/or Excess Liability Insurance of
no less than $2,000,000 over and in addition to the coverage applying
to (a) and (b), above.
	 
	 	d.	 	Workers Compensation Insurance not less than
statutory limits and Employers Liability Insurance at a minimum
$1,000,000 per occupational injury or illness.
	 
	 	e.	 	All-Risk Property Insurance in an amount not
less than replacement cost of Customer’s property.

	 	2.	 	All insurance policies will be issued by carriers with A.M.
Best solvency ratings of at least A-VIII. Verizon will be named as an
additional insured with respect to all coverages except (d) and (e) above.
Customer’s insurance will be primary and non-contributory to any other policies
with respect to their operations. The Commercial General liability insurance
will contain the “Amendment of the Pollution Exclusion” endorsement for damage
caused by heat, smoke or fumes from a hostile fire.
	 
	 	3.	 	Verizon will not insure or be responsible for any loss or
damage to property of any kind owned or leased by Customer or by its employees
and agents other than losses or damages proximately resulting from Verizon’s
negligence or willful misconduct. Any Customer insurance policy covering the
Equipment against loss or physical damage will expressly provide that the
policy’s underwriters waive their rights of subrogation against Verizon, the
Facility landlord, and their respective directors, officers and employees (the
“Providers”), except for such loss or physical damage proximately caused by the
sole negligence or willful misconduct of the Providers. In the event the
Facility’s landlord requires additional insurance pursuant to a lease relevant
to a particular Space, or the landlord legally imposes additional other
requirements under the lease, Customer hereby agrees to comply with the
landlord’s requirements under the lease, as the lease may be modified from time
to time.
	 
	 	4.	 	Customer will maintain, and will require any of its
subcontractors to maintain, the insurance coverages specified in the Guide
sections applicable to Data Center Services. Verizon will not insure or be
responsible for any loss or damage to property of any kind owned or leased by
Customer or by its employees and agents other than losses or damages
proximately resulting from Verizon’s negligence or willful misconduct. Any
Customer insurance policy covering the Equipment against loss or physical
damage will expressly provide that the policy’s underwriters waive their rights
of subrogation against Verizon, the Facility’s landlord, and their respective
directors, officers and employees (the “Providers”) except for loss or physical
damage proximately caused by Providers’ sole negligence or willful misconduct.

	 	H.	 	No Estate or Property Interest. Payments by Customer pursuant to this
Attachment do not create or vest in Customer (or in any other entity or person) any
leasehold estate, easement, ownership interest, or other property right or interest of
any nature in the Space or Facility of any part thereof.
	 
	 	I.	 	Force Majeure. Force Majeure terms and conditions regarding Data Center
Services are set forth in the Guide. If the Space is damaged due to a force majeure
event, Verizon will give prompt 

Page 88 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

	 	 	 	notice to Customer of such damage, and may temporarily
relocate the Equipment to new Space or a new Facility, if practicable. If the
Facility’s landlord or Verizon terminates Verizon’s right to use a Space due to damage
or destruction of the Space, or if Verizon decides not to rebuild the Space, the
applicable Service order will terminate as of the date of the force majeure event. In
the event of such termination, or a temporary cessation of Service caused by a force
majeure event, MRCs for the affected Service will proportionately abate for the period
from the date of the force majeure event and, in the case of temporary cessation,
re-commerce upon the re-commencement of Service. If neither the landlord of the
Facility nor Verizon terminates Verizon’s right to use a Space, and if Verizon decides
to rebuild the Space, Verizon will repair the Space to substantially the same condition
it was in prior to the damage, completing the same with reasonable speed. If Verizon
does not complete the repair within a reasonable time period, Customer may terminate
the applicable Service order for the affected Space, which termination is Customer’s
sole remedy. If the Space or any portion of its is rendered untenable by a force
majeure event, the MRC for the affected Service will proportionately abate until the
Space is repaired or the Equipment relocated.

Page 89 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

Promotions Attachment

INSTALL WAIVER — INTEREST T1 PORTS

Verizon will waive the one-time installation charges for the Service identified below, and
related local loop access service, provided by MCI Communications Services, Inc. d/b/a
Verizon Business Services; MCI metro Acces Transmission Services, LLC d/b/a Verizon Access
Transmission Services; MCI metro Access Transmission Services of Virginia, Inc. d/b/a
Verizon Access Transmission Services of Virginia; or MCI metro Access Transmission Services
of Massachusetts, Inc. d/b/a Verizon Access Transmission Services of Massachusetts,
(collectively “MCI Legacy Company”) within the 48 contiguous US States under this Agreement.
Customer will receive this promotional waiver benefit on any eligible service provided
under this promotion during the Term of the service agreement of which it is a part. Usage
charges, monthly recurring charges, expedite charges, change charges, surcharges, any
charges imposed by third parties (including access, egress, jack, or wiring charges), taxes
or tax-like surcharges, or other Governmental Charges will not be waived.

Services included in the waiver:

Internet Dedicated T1 Service

INSTALL WAIVER — DIGITAL T1 ACCESS

Verizon will waive the one-time installation charges for the Services identified below, and
related local loop access service, provided by MCI Communications Services, Inc. d/b/a
Verizon Business Services; MCI metro Access Transmission Services, LLC d/b/a Verizon Access
Transmission Services; MCI metro Access Transmission Services of Virginia, Inc. d/b/a
Verizon Access Transmission Services of Virginia; or MCImetro Access Transmission Services
of Massachusetts, Inc. d/b/a Verizon Access Transmission Service of Massachusetts,
(collectively “MCI Legacy Company”) within the 48 contiguous US States under this Agreement.
Customer will receive this promotional waiver benefit on any eligible service provided
under this promotion during the Term of the service agreement of which it is a part. Usage
charges, monthly recurring charges, expedite charges, change charges, surcharges, any
charges imposed by third parties (including access, egress, jack, or wiring charges), taxes
or tax-like surcharges, or other Governmental Charges will not be waived.

Services included in the waiver:

Network Access

CHECKBOOK 2004 (FUND OPTION)

Customers who (i) enroll in this promotion by July 31, 2007, and (ii) sign and submit a new
Verizon service agreement (“Agreement”) by July 31, 2007, will receive a one-time deposit to
its Fund account equal to [**] percent ([**]%) of Customer’s minimum Annual Volume
Commitment for each year of Customer’s term requirement under the Agreement, applied as a
Fund deposit. The Fund (“Fund”) is subject to the terms and conditions in Verizon’s Service
Publication and Price Guide (available through Verizon’s home page at
http://www.verizonbusiness.com/publications/service_guide/) as revised from time to time.
Verizon reserves the right to change the Fund or any terms and conditions pertaining to,
benefits, and/or participation therein. Fund benefits are not transferable. Any and all
tax liabilities and shipping costs arising from participation in the Fund are solely the
responsibility of Customer. Verizon shall not be liable for products, services, and
warranties, express or implied, of participating vendors. The Customer may convert its Fund
account balance to invoice credits, which will be applied on a pro-rata basis to Customer’s
first invoice following the end of the annual period in which the Customer makes such
request and in each subsequent twelve (12) month period of the customer’s term of service.
Fund deposits earned by Customer as a result of signing the Agreement expire at the end of
the Agreement’s term and are not renewable. The following promotions are not eligible to be
used in conjunction with the promotion

Page 90 of 121

 

 Contract ID: 545035-01

Verizon Business

Service Agreement

described herein: Checkbook 2004 (Credit Option)
Regional Checkbook 2004 (Credit Option), Regional Checkbook 2004 (Fund Option). The maximum
total amount of Fund deposits the Customer can receive under this promotion is $[**].

INSTALL WAIVER — PRIVATE INTERNET PROTOCOL (PIP)

Verizon will waive the one-time installation charges for the Services identified below, and
related local loop access service, provided by MCI Communications Services, Inc. d/b/a
Verizon Business Services; MCI metro Access Transmission Services, LLC d/b/a Verizon Access
Transmission Services; MCI metro Access Transmission Services of Virginia, Inc. d/b/a
Verizon Access Transmission Services of Virginia; or MCI metro Access Transmission Services
of Massachusetts, Inc. d/b/a Verizon Access Transmission Services of Massachusetts,
(collectively “MCI Legacy Company”) within the 48 contiguous US States under this Agreement.
Customer will receive this promotional waiver benefit on any eligible service provided
under this promotion during the Term of the service agreement of which it is a part. Usage
charges, monthly recurring charges, expedite charges, change charges, surcharges, any
charges imposed by third parties (including access, egress, jack, or wiring charges), taxes
or tax-like surcharges, or other Governmental Charges will not be waived.

Services included in the waiver:

Private IP — Domestic

INSTALL WAIVER — NXT1 PORTS

Verizon will waive the one-time installation charges for the Services identified below, and
related local loop access service, provided by MCI Communications Services, Inc. d/b/a
Verizon Business Services; MCI metro Access Transmission Services, LLC d/b/a Verizon Access
Transmission Services; MCI metro Access Transmission Services of Virginia, Inc. d/b/a
Verizon Access Transmission Services of Virginia; or MCI metro Access Transmission Services
of Massachusetts, Inc. d/b/a Verizon Access Transmission Services of Massachusetts,
(collectively “MCI Legacy Company”) within the 48 contiguous US States under this Agreement.
Customer will receive this promotional waiver benefit on any eligible service provided
under this promotion during the Term of the service agreement of which it is a part. Usage
charges, monthly recurring charges, expedite charges, change charges, surcharges, any
charges imposed by third parties (including access, egress, jack, or wiring charges), taxes
or tax-like surcharges, or other Governmental Charges will not be waived.

Eligible Product

          - Internet Dedicated NxT1 Ports

Page 91 of 121

 

Contract ID: 545035-01

Verizon Business

Service Agreement

Special Pricing and Special Language Attachment

	I.	 	Verizon Fund Credit. Customer shall receive a credit in the amount of [**] Dollars ($[**])
for every [**] Dollars ($[**]) of CPE purchased by Customer from Verizon, up to a total credit
over the life of the Agreement of [**] Dollars ($[**]) (does not include CPE where a VAR
Commission is paid). The credits are to be deposited in Customer’s Verizon Fund (the “Fund”)
in via amendment following written notice from the Customer. The Fund is subject to the terms
and conditions in the Guide, as amended from time to time in accordance with the law. Verizon
reserves the right to change the Fund programs, benefits, conditions and/or participation in
whole or in part. The Fund benefits are not transferable. All products and services of
participating vendors are subject to manufacturer/vendor availability, and prices are subject
to change without notice. The Fund shall be used for the purchase of Customer Premises
Equipment (CPE) only and cannot be applied to other services. The Fund amount may not be
converted into an invoice credit at any time during the Term of this Agreement.

	II.	 	Private IP Satellite Access (US Only). Customer may receive Private
IP Satellite Access Services (US Only) pursuant to the Guide and
Schedule 1 to the Agreement, which is attached hereto and
incorporated herein by reference.
	 
	III.	 	Managed IP PBX Service. Customer may receive Managed IP PBX Service
pursuant to the Guide and Schedule 2 to the Agreement, which is
attached hereto and incorporated herein by reference.
	 
	IV.	 	Voice and Data Equipment and Related Services. Customer may receive
Voice and Data Equipment and Related Service pursuant to the Guide
and Schedule 3 to the Agreement, which is attached hereto and
incorporated herein by reference.

	V.	 	Custom Solutions Service. Customer may receive Customer Solutions Service pursuant to the
Guide and Schedule 4 to the Agreement, which is attached hereto and incorporated herein by
reference.

Page 92 of 121

 

SCHEDULE 1

PRIVATE IP SATELLITE ACCESS SERVICE (US ONLY)

	I.	 	Rates and Charges.

	 	A.	 	Service Term Commitment. Customer agrees to maintain each order of Private IP
Satellite service in place at the agreed to site for the number of years indicated
below. If no commitment is selected, a one-year commitment will automatically be
applied. The Agreement and Service Attachment will continue to apply to orders placed
under this Service Attachment until Customer’s commitment has ended, even if the term
of the Agreement ends earlier.
	 
	 	 	 	Service Term: 3 year
	 
	 	B.	 	Customer will pay the monthly recurring charges (“MRC), non recurring charges
(NRC), and other charges set forth below:

	 	 	 	 	 	 	 	 	 
	Data Bandwidth Pricing	 	Standard Service	 	Disaster Recovery
	(Uplink/Downlink) Satellite Portion Only	 	(Primary)	 	(Backup)
	PIPS Transmit	 	PIPS Receive	 	Total Bandwidth	 	 	 	 
	(kbps)	 	(kbps)	 	(kbps)	 	MRC per Site	 	MRC per Site
	[**]
	 	[**]
	 	[**]
	 	[**]
	 	[**]

A total of 3 pages have been omitted and filed separately with the Securities and Exchange
Commission.

Pricing Notes

     [**]

Back-Up Assumptions

                    [**].

Optional CPE Maintenance Service

(Applicable to Primary or Back-Up)

	 	 	 
	PIP Satellite CPE Maintenance
	Description	 	MRC per Site
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

Network Management (Applicable to Primary or Back-Up)

1 of 56

 

	 	 	 	 	 
	PIP Satellite Network Management	 	 
	Service Tier	 	Description	 	MRC per Site
	Tier 1 — Reactive Service

	 	•   Customer calls in outage

•   No problem triage/no monitoring

•   Reactive can include Private IP
Satellite and router

•   TDMA Networks only (hubs/earth
stations require bids assessment)

•   Ticket is opened and problem
referred to maintenance organization for
dispatch

•   Vendor escalations

•   Price included in monthly
recurring price

	 	[**]
	 
	 	 	 	 
	Tier 2 — Proactive
Private IP Satellite
Transport Monitoring

	 	•   Proactive Monitoring with Private
IP Satellite as demarcation

•   Router/other CPE reactive only

•   TDMA Networks only (hubs/earth
stations require bids assessment)

•   Second-level Technical Support

•   Ticket opened proactively and
customer is notified

•   Fault isolation/problem triage
with customer and/or vendors

•   Vendor dispatches

	 	[**]
	 
	 	 	 	 
	Tier 3 — Managed Service
(pinging routers)

	 	•   Proactive Monitoring with Router
as demarcation

•   Router/other CPE proactively
monitored

•   TDMA Networks only (hubs/earth
stations require bids assessment)

•   Second-level Technical Support

•   Ticket opened proactively and
customer is notified

•   Fault isolation/problem triage
with customer and/or vendors

•   Vendor dispatches

	 	[**]

Equipment Purchase Costs (Applicable to Primary or Back-Up)

	 	 	 
	PIP Satellite Purchase (including standard installation)*
	Description	 	NRC per Site
	[**]
	 	[**]
	[**]
	 	[**]

2 of 56

 

	 	 	 
	PIP Satellite Purchase (including standard installation)*
	Description	 	NRC per Site
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

 

			
	*	 	Standard installation includes a non-penetrating roof mount. Non-standard would include
situations where, for example, pole, ground or other mounts or cable run longer than 100 feet.

	 	 	 
	CPE Upgrade Purchase Options
	Description	 	NRC per-Site and per-Item
	[**]
	 	[**]
	[**]
	 	[**]
	[**]
	 	[**]

	 	 	 	 	 
	CPE Quick Deploy/Auto Deploy Options
	Description	 	NRC per-Site and Per-Item
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 

Non-Recurring and Ancillary Charges

	 	 	 	 	 
	PIP Satellite Post Installation Optional Services
	 	 	NRC
	 	 	per-Site and
	 	 	per
	Description	 	occurrence
	[**]
	 	 	 	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 

3 of 56

 

	 	 	 	 	 
	PIP Satellite Post Installation Optional Services
	 	 	NRC
	 	 	per-Site and
	 	 	per
	Description	 	occurrence
	[**]
	 	 	[**]	 
	[**]
	 	 	 	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	 	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	 	 
	[**]
	 	 	[**]	 
	[**]
	 	 	 	 
	[**]
	 	 	[**]	 
	[**]
	 	 	 	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	 	 
	[**]
	 	 	[**]	 
	[**]
	 	 	 	 
	[**]
	 	 	[**]	 
	[**]
	 	 	 	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 
	[**]
	 	 	 	 
	[**]
	 	 	[**]	 
	[**]
	 	 	[**]	 

	 	 	 	 	 	 	 
	Prices for Miscellaneous and Non-Standard Satellite Installations
	 	 	 	 	Priced Per Unit of	 	NRC Per
	 	 	 	 	Measurement	 	Item
	Item	 	Description	 	Specified	 	Installed
	1.2m — Pole Mount with
Installation
	 	Price includes Pole mount and
additional installation
required for the Pole mount for
a 1.2m VSAT antenna. The price
shown is in addition to the
standard 1.2m VSAT CPE.	 	Each	 	[**]
	 
	 	 	 	 	 	 
	1.2m — Ridge Mount with
Installation
	 	Price includes Ridge mount and
additional installation
required for the Ridge mount
for a 1.2m VSAT antenna. The
price shown is in additional to
the standard 1.2m VSAT CPE.	 	Each	 	[**]
	 
	 	 	 	 	 	 
	1.2m — Wall Mount
with Installation

	 	Price includes Wall mount and additional
installation required for the Wall mount for a
1.2m VSAT antenna. The price shown is in
addition to the standard 1.2m VSAT CPE.
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	1.2m — Canopy
Mount with
Installation

	 	Price includes Canopy mount and additional
installation required for the Canopy mount for
a 1.2m VSAT antenna. The price shown is in
addition to the standard 1.2m VSAT CPE.
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	1.8m — Pole Mount
with Installation

	 	Price includes Pole mount and additional
installation required for the Pole mount for a
1.8m VSAT antenna. The price shown is in
addition to the standard 1.8m VSAT CPE.
	 	Each
	 	[**]

4 of 56

 

	 	 	 	 	 	 	 
	Prices for Miscellaneous and Non-Standard Satellite Installations
	 	 	 	 	Priced Per Unit of	 	NRC Per
	 	 	 	 	Measurement	 	Item
	Item	 	Description	 	Specified	 	Installed
	Dual RG6 PVC IFL
Cable

	 	For cable runs in excess of the standard 100’
	 	Foot
	 	[**]
	 
	 	 	 	 	 	 
	Dual RG6 Plenum IFL
Cable

	 	For cable runs 1’ to 250’ needing Plenum cable.
	 	Foot
	 	[**]
	 
	 	 	 	 	 	 
	Dual RG11 PVC IFL
Cable

	 	For runs in excess of 250’ needing Standard
cable
	 	Foot
	 	[**]
	 
	 	 	 	 	 	 
	Dual RG11 Plenum
PVC IFL Cable

	 	For runs in excess of 250’ needing Plenum cable
	 	Foot
	 	[**]
	 
	 	 	 	 	 	 
	PVC Conduit — 1.5”

	 	Site requires the installation of PVC conduit.
	 	Foot
	 	[**]
	 
	 	 	 	 	 	 
	EMT Conduit

	 	Site requires the installation of EMT conduit.
	 	Foot
	 	[**]
	 
	 	 	 	 	 	 
	Concrete Wall
Penetrations/Core
Drilling

	 	Concrete Wall Penetrations/Core Drilling
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Trenching — Normal
Soil

	 	Trenching — Normal Soil
	 	Foot
	 	[**]
	 
	 	 	 	 	 	 
	Trenching —
Asphalt, Concrete,
rock

	 	Trenching — Asphalt, Concrete, rock
	 	Foot
	 	[**]
	 
	 	 	 	 	 	 
	Cranes / Lifting

	 	 	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Installation of
Wire Mold

	 	Site requires the installation of wire mold.
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Additional Wall fish

	 	Additional Wall fish
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Additional
Installation Labor
Charges

	 	Labor charges for out-of-scope services, as
requested and authorized by Customer
	 	Hour
	 	[**]
	 
	 	 	 	 	 	 
	Rack-mount Kit
(iDirect)

	 	iDirect 3100 / 5100 19” Rack-mount kit (2U)
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 3100 3-Watt
Spares Kit

	 	iDirect 3100 Spares kit consisting of iDirect
3100 Modem, 3-Watt (typical) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 3100 4-Watt
Spares Kit

	 	iDirect 3100 Spares kit consisting of iDirect
3100 Modem, 4-Watt (minimum) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 5100 3-Watt
Spares Kit

	 	iDirect 5100 Spares kit consisting of iDirect
5100 Modem, 3-Watt (typical) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 5100 4-Watt
Spares Kit

	 	iDirect 5100 Spares kit consisting of iDirect
5100 Modem, 4-Watt (minimum) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 5150 3-Watt
Spares Kit

	 	iDirect 5150 Spares kit consisting of iDirect
5150 Modem, 3-Watt (typical) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 5150 4-Watt
Spares Kit

	 	iDirect 5150 Spares kit consisting of iDirect
5150 Modem, 4-Watt (minimum) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 5300 3-Watt
Spares Kit

	 	iDirect 5300 Spares kit consisting of iDirect
5300 Modem, 3-Watt (typical) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 5300 4-Watt
Spares Kit

	 	iDirect 5300 Spares kit consisting of iDirect
5300 Modem, 4-Watt (minimum) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 5350 3-Watt
Spares Kit

	 	iDirect 5350 Spares kit consisting of iDirect
5350 Modem, 3-Watt (typical) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 5350 4-Watt
Spares Kit

	 	iDirect 5350 Spares kit consisting of iDirect
5350 Modem, 4-Watt (minimum) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 7350 3-Watt
Spares Kit

	 	iDirect 7350 Spares kit consisting of iDirect
7350 Modem, 3-Watt (typical) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 7350 4-Watt
Spares Kit

	 	iDirect 7350 Spares kit consisting of iDirect
7350 Modem, 4-Watt (minimum) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Rack-mount Kit
(LinkStar)

	 	LinkStar RCST 19” Rack-mount kit (1U)
	 	Each
	 	[**]
	 
	 	 	 	 	 	 

5 of 56

 

	 	 	 	 	 	 	 
	Prices for Miscellaneous and Non-Standard Satellite Installations
	 	 	 	 	Priced Per Unit of	 	NRC Per
	 	 	 	 	Measurement	 	Item
	Item	 	Description	 	Specified	 	Installed
	LinkStar 3-Watt
Spares Kit

	 	LinkStar Spares kit consisting of LinkStar
Modem, 3-Watt (typical) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	LinkStar 4-Watt
Spares Kit

	 	LinkStar Spares kit consisting of LinkStar
Modem, 4-Watt (minimum) BUC and LNB
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 1200 (Hub)
Secure Traffic
Accelerator

	 	External TCP Accelerator designed for
installation at the Customers Central Site.
Used in applications where TCP acceleration is
needed in IPSEC environments.
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	iDirect 1100
(Remote) Secure
Traffic Accelerator

	 	External TCP Accelerator designed for
installation at the remote VSAT site. Used in
applications where TCP acceleration is needed
in IPSEC environments.
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Snow Shield for
1.2m Antenna —
(Gore-Tex®)

	 	Walton Passive Gore-Tex® Snow Shield for the
1.2-meter round single reflector optics
antenna consisting of reflector cover made
from UV Stable PTFE Coated Gore-Tex® radome
material with ports to add heater option at a
later date. Feed Horn Cover also recommended.
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Snow Shield for
1.2m Antenna —
(Vinyl)

	 	Walton Passive Vinyl Snow Shield for the
1.2-meter round single reflector optics
antenna consisting of reflector cover made
from Architent heavy duty vinyl material
w/ports to add heater option at a later date.
Feed Horn Cover also recommended.
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Snow Shield for
1.8m Antenna —
(Gore-Tex®)

	 	Walton Passive Gore-Tex® Snow Shield for the
1.8-meter round single reflector optics
antenna consisting of reflector cover made
from UV Stable PTFE Coated Gore-Tex® radome
material with ports to add heater option at a
later date. Feed Horn Cover also recommended
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Snow Shield for
1.8m Antenna —
(Vinyl)

	 	Walton Passive Vinyl Snow Shield for the
1.8-meter round single reflector optics
antenna consisting of reflector cover made
from Architent heavy duty vinyl material
w/ports to add heater option at a later date.
Feed Horn Cover also recommended
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Snow Shield for
2.4m Antenna —
(Gore-Tex®)

	 	Walton Passive Gore-Tex® Snow Shield for the
2.4-meter round single reflector optics
antenna consisting of reflector cover made
from UV Stable PTFE Coated Gore-Tex® radome
material with ports to add heater option at a
later date. Feed Horn Cover also recommended
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Snow Shield for
2.4m Antenna —
(Vinyl)

	 	Walton Passive Vinyl Snow Shield for the
2.4-meter round single reflector optics
antenna consisting of reflector cover made
from Architent heavy duty vinyl material
w/ports to add heater option at a later date.
Feed Horn Cover also recommended
	 	Each
	 	[**]
	 
	 	 	 	 	 	 
	Snow Shield Feed
Horn Cover

	 	Walton Passive Gore-Tex® Feed Horn Cover made
from UV Stable PTFE Coated Gore-Tex® radome
material. Universal 1.2m — 2.4m
	 	Each
	 	[**]

6 of 56

 

Return Merchandise Authorization (RMA)

	 	 	 	 	 
	Return Merchandise Authorization (RMA)	 	 	 	 
	 	 	Repair and	 	 
	Step	 	Maintenance Option	 	Price
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]

	II.	 	Terms and Conditions.

	 	A.	 	Description of Service. Private IP Satellite Access customer sites in the U.S.
will be connected via broadband, satellite access to Verizon’s Private IP network, a
managed network-based VPN service.
	 
	 	B.	 	Customer is responsible for the operation and configuration of its own Local
Area Network (“LAN”). Customer will be solely responsible for all hardware, software,
equipment, systems, cabling and facilities (“Customer Equipment”) supplied by Customer
and used in conjunction with the Private IP Satellite Access Service. All Customer
Equipment must be compatible with the Private IP Satellite Access Service will require
Customer to purchase certain equipment (“CPE”) and software from Verizon as shown in
the Rates and Charges section. Customer will provide Verizon with such access to
Customer Equipment and CPE and such assistance as Verizon reasonably requires in order
to provide the Private IP Satellite Access Service. Customer is responsible for any
fees or charges of any nature that are related to the cancellation of Customer’s
existing service.
	 
	 	C.	 	Service Features.

	 	1.	 	7x24x365 Customer support Help Desk.

	 
	 	2.	 	Use of up to [**] static IP address per CPE site.

	 	D.	 	CPE and CPE Warranty. CPE includes an outdoor dish antenna, outdoor radio
frequency transmit and receive units, an indoor satellite terminal and dual coaxial
cable inter-facility links between the outdoor and indoor equipment. Risk of loss for
the Verizon-provided CPE will pass to Customer upon delivery of the CPE to Customer’s
site. Customer is responsible for CPE shipping and handling charges billed through
Verizon. Verizon warrants that the CPE sold under this Private IP Satellite Access
Service Attachment shall be free from defects in material or workmanship for a period
of 1 year from the date of shipment of such CPE as a new product. In the event of such
defect, Customer shall return at Customer’s expense the defective CPE and Verizon’s
sole obligation shall be at its option to either repair or replace the defective CPE
and return such CPE promptly to Customer at Verizon’s expense. The above warranty
shall be void if: (a) the CPE, has been subjected to physical or electrical stress,
misuse, neglect, accident or abuse, or damaged by any other external causes; (b) has
been repaired or altered by anyone other than Verizon or Verizon’s authorized
subcontractors oraffiliates, without Verizon’s express and prior written approval; (c)
or is used in violation of applicable law or in violation of instructions furnished by
Verizon.
	 
	 	E.	 	Installation.

	 	1.	 	Standard Installation. Additional fees may be charged for
Customer installations in excess of the conditions noted below. These
additional fees will vary based on distance of any cable extension, conduit
construction within the building, power and space constraints, as well as other
factors. Customer installations in excess of the conditions noted below may
also extend the installation interval. Standard installation includes:

7 of 56

 

	 	a.	 	Meeting with Customer’s site contact in person,
during normal business days, Verizon holidays excepted, between 8:00 AM
and 5:00 PM, local time relative to the site (“Site Local Time”).
	 
	 	b.	 	Gaining access to the site from Customer, and
other areas of the building required to run cable or access the outdoor
antenna area.
	 
	 	c.	 	Assessing the site for optimum mount design,
and mutual agreement between the site contact and the installer.
	 
	 	d.	 	Mounting outdoor unit using standard, provided
mounts, typically on the roof the Customer’s building. Preferred
installation is non-penetrating roof mount.
	 
	 	e.	 	Aiming and aligning antenna for optimum
satellite signal quality.
	 
	 	f.	 	[**] coaxial cable runs of up to [**] from the
outdoor unit to the indoor unit location. Any cable runs in excess of
[**] will be billed to Customer.
	 
	 	g.	 	Routing of cable runs to existing point of
entry (“POE”) in Customer’s building. Extended wiring within
Customer’s building is Customer’s responsibility.
	 
	 	h.	 	Proper grounding of the outdoor unit. Up to
[**] of ground wire will be provided to meet or exceed National
Electrical Code Article 250 and Article 810 for grounding in the United
States or such grounding necessary to comply with Federal, State, or
Local codes. Any ground wire in excess of [**] will be billed to
Customer.
	 
	 	i.	 	Confirming proper connection between the indoor
unit demarcation point (Ethernet port) and the Verizon Network.
	 
	 	j.	 	Electronically commissioning the CPE with
Verizon’s gateway for delivery of internet connectivity.
	 
	 	k.	 	Obtain necessary sign-offs from Verizon network
operations and customer help desk.
	 
	 	l.	 	Clean up as necessary.

	 	2.	 	Non-Standard Installation. Non-standard installation includes:

	 	a.	 	Ground-level installation requiring trenching,
hole drilling, etc.
	 
	 	b.	 	Penetrating roof mounts.
	 
	 	c.	 	Pole mounts.
	 
	 	d.	 	Ground mounts.
	 
	 	e.	 	Roof buildups to support non-penetrating
mounts, on roof structures with corrugated roofing material.
	 
	 	f.	 	Use of cranes or other specialized equipment.
	 
	 	g.	 	Structural surveys required to verify building
or roof structure’s capability of supporting prescribed outdoor
equipment.

	 	F.	 	Maintenance.

	 	1.	 	Optional Standard On-Site Maintenance. Optional standard
on-site maintenance includes on-site arrival as per Customer-selected
maintenance response time. Maintenance response times will be charged at the
rates shown above. Optional standard on-site maintenance includes:

	 	a.	 	Troubleshooting and fault isolation of the CPE.

	 
	 	b.	 	Removal and replacement of malfunctioning CPE.
	 
	 	c.	 	Repair and / or replacement of CPE interconnect
cables for damage or malfunction that is not Customer caused.
	 
	 	d.	 	Reorientation and re-pointing of the antenna
subsystem in the event of misalignment during installation.
	 
	 	e.	 	Re-commissioning of the Private IP Satellite
Access Service.
	 
	 	f.	 	Obtain necessary sign-offs from Verizon’s
network operations and Customer help desk.

8 of 56

 

	 	2.	 	Optional Next Business Day Coverage. Technician arrives
on-site on the next business day from the time of Customer’s confirmed problem
and call registration; with the exception of Verizon holidays, between 8:00 AM
and 5:00 PM, Site Local Time.
	 
	 	3.	 	Optional 5 X 8 Same Day Coverage. Optional 5 X 8 Same Day
Coverage. Technician arrives between 8:00 AM to 5:00 PM Site Local Time,
Monday through Friday with the exception of Verizon holidays, on the schedule
below, depending on distance from a service city.

	 	 	 
	Distance of Customer Sites	 	Response time from the time of Customer’s
	from Service City	 	confirmed problem
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	 	4.	 	Optional 7 X 24 Same Day Coverage. Technician arrives on the
schedule below, 24 hours per day, 7 days per week, depending on distance from a
service city.

	 	 	 
	Distance of Customer Sites	 	Response time from the time of Customer’s
	from Service City	 	confirmed problem
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	 	5.	 	Non-Standard On-Site Maintenance. Non-standard on-site
maintenance will be charged at the rates shown in the Pricing Schedule in the
Rates and Charges section. Non-standard on-site maintenance includes:

	 	a.	 	Maintenance, repair, or replacement of CPE
damaged or lost through force majeure events, such as, but not limited
to, catastrophe, accident, lightning, theft, misuse, fault, or
negligence of the Customer, or causes external to the CPE, including,
but not limited to, failure of, or faulty, electrical power or air
conditioning, operator error, failure or malfunction of data
communication equipment not provided to Customer by Verizon;
	 
	 	b.	 	Maintenance, repair, or replacement of CPE
damaged or lost from any cause other than intended and ordinary use;
	 
	 	c.	 	Reorientation or re-pointing of the antenna
subsystem in the event of misalignment caused by Customer;
	 
	 	d.	 	Changes, modifications, or alterations in or to
the CPE by anyone other than Verizon, Verizon subcontractors and other
Verizon agents, other than Verizon-approved upgrades and configuration
changes; or
	 
	 	e.	 	De-installation, relocation, or removal of the
CPE or any accessories, attachments, or other equipment.

	 	G.	 	Installation and Maintenance Services Warranty. Verizon warrants for a period
of 90 days from the date of performance of any installation services or maintenance
services that such services shall be performed in a professional and workmanlike manner
consistent with generally accepted industry standards. Customer must report to Verizon
in writing any breach of warranty during the relevant warranty period. Customer’s
exclusive remedy and Verizon’s entire liability

9 of 56

 

	 	 	 	for such breach shall be either to cause the re-performance (at no extra cost to
Customer) the nonconforming installation or maintenance services or refund to
Customer the pro rata portion of the fees paid to Verizon hereunder allocable to the
nonconforming installation or maintenance services.

	 	H.	 	Available Service Options.

	 	1.	 	Upon Customer’s request, Verizon will perform a site survey to
determine the adequate view of the southern sky for the antenna for the fee set
forth in the Rates and Charges section.
	 
	 	2.	 	Upon Customer’s request, Verizon will de-install the Private IP
Satellite Access Service and move it to a new site and reinstall it within [**]
miles of the original location (“Site Re-termination”). The fee for the Site
Re-termination is found in the Rates and Charges section... Additional costs
may be incurred for freight, equipment handling, packaging, etc. if needed to
relocate the equipment to the new site.
	 
	 	3.	 	Upon Customer’s request, Verizon will de-install the Private IP
Satellite Access Service. The fee for the Site de-install is found in the
Rates and Charges section.

	 	I.	 	Conditions of Service.

	 	1.	 	Failed Dispatch. Verizon will bill a missed or incomplete
installation appointment fee, as provided in the Rates and Charges section,
when a technician is dispatched and cannot complete an installation because
Customer:

	 	a.	 	is not present for the appointment;

	 
	 	b.	 	requests rescheduling or cancels upon arrival;
	 
	 	c.	 	the Private IP Satellite Access Service cannot
be installed due to technical difficulties with the Customer’s
equipment; or
	 
	 	d.	 	there is an inadequate view of the southern
sky.

Verizon will not charge for an incomplete installation for reasons of (c)
and (d) above if Customer has ordered and paid for an optional site survey.
In the case of a failed dispatch, a site survey will be performed at
Customer’s cost as provided in the Pricing Schedule in the Rates and Charges
section, if Verizon reasonably determines that it is necessary to provision
the Private IP Satellite Access Service.

	 	2.	 	Safety Issues. If Verizon reasonably determines that any
condition at or surrounding the site poses a potential safety issue for the
technicians responding to the call, then Verizon may without liability cancel
the call until the safety hazard is resolved to the satisfaction of Verizon.
	 
	 	3.	 	CPE Restrictions. Customer is responsible to obtain any and
all permits, permissions or other rights required to install the external dish
antenna and coaxial cable at Customer’s site. Such permits, permissions or
rights may include, but are not limited to, roof rights, zoning variances,
waiver of restrictive covenants or deed restrictions. CPE must be mounted on a
fixed platform. Mounting of CPE on a moving platform is prohibited.

	 	a.	 	Customer will not copy the software resident on
the CPE nor shall Customer sublicense, assign or transfer, whether
through a network, service bureau, loan, or other means, any CPE,
software or their documentation, or any derivative work or copies
thereof, in whole or in part.

10 of 56

 

	 	b.	 	Customer will make no use of the software other
than with CPE at the CPE site. Use of the software by Customer for
purposes other than in connection with the Private IP Satellite Access
Service shall be considered a material breach of the Agreement and
shall be subject to prompt application of the termination provisions.
Customer shall not alter, modify or adapt the CPE or any part of the
CPE, including but not limited to translating, de-compiling,
disassembling, reverse engineering or creating derivative works or
products.
	 
	 	c.	 	Customer will not use, or attempt to use, the
CPE or the Private IP Satellite Access Service for any Unauthorized
Use. “Unauthorized Use” as used herein includes: (i) obtaining access
to or use the Private IP Satellite Access Service with intent to avoid
payment, in whole or in part, of charges due; (ii) access to, use of,
alternation of, or destruction of the data files, programs, procedures,
or information associated with the software, (iii) use of any CPE or
the Private IP Satellite Access Service which causes or contributes to
any malfunction or outage, or (iv) use of any CPE or the Private IP
Satellite Access Service for any purpose or in any manner which,
directly or indirectly, violates the law or aids in any unlawful act or
undertaking.

	 	4.	 	Warranty Disclaimer. Except for the warranties herein,
Customer understands and agrees that the CPE and the Private IP Satellite
Access Service are provided “as is” and there are no other warranties made by
Verizon to Customer, express or implied, including but not limited to any
implied warranties or merchantability or fitness for a particular purpose.
	 
	 	5.	 	Resale. The Private IP Satellite Access Service is not
intended for resale. Verizon reserves the right to terminate this Private IP
Satellite Access Service Attachment in the event of resale of the Private IP
Satellite Access Service. Customer shall not distribute or re-market any CPE.
	 
	 	6.	 	Use of Facilities and Equipment. Verizon may interrupt the
Private IP Satellite Access Service for scheduled or emergency maintenance or
as otherwise set forth in the Agreement. Not withstanding anything herein to
the contrary, Verizon’s obligation under this Private IP Satellite Access
Service Attachment is to furnish the Private IP Satellite Access Service
consisting of facilities and equipment that are exclusively of Verizon’s
choosing. Verizon may substitute facilities or equipment used to furnish the
Private IP Satellite Access Service, substitute comparable service, or
discontinue the Private IP Satellite Access Service, at any time. If for any
reason this Private IP Satellite Access Service should become unavailable,
Verizon will make every effort to migrate Customer over to a comparable
service. Private IP Satellite Access Service to Customer may be discontinued
without liability in response to a request from any governmental authority.
Customer shall have no recourse against Verizon for the interruption,
suspension or termination of Private IP Satellite Access Service to Customer.
	 
	 	7.	 	Term. The minimum commitment period for Private IP Satellite
Access Service is one year. The term of any Private IP Satellite Access
Service ordered hereunder will automatically renew, expire and terminate
according to the terms of the Agreement. In the event the Private IP Satellite
Access Service becomes unavailable for any reason, either party may terminate
this Private IP Satellite Access Service Attachment without penalty upon prior
written notice to the other party.
	 
	 	8.	 	Termination. Billing for Verizon service will commence at
commissioning of the CPE with Verizon’s gateway for delivery of internet
connectivity. Charges for CPE shall be invoiced upon shipment. Private IP
Satellite Access Service is invoiced monthly in advance, and may be canceled
only by 60 days’ advance written notice. In the event of early cancellation of
the Service, Customer will be required to pay [**]% of the monthly

11 of 56

 

	 	 	 	recurring charges, set forth in the Rates and Charges section, for each
month remaining in the Agreement.

	 	9.	 	Indemnification. Customer shall indemnify, defend and hold
Verizon and its respective subsidiaries, affiliates, directors, officers,
employees, contractors, shareholders, suppliers and agents harmless in respect
of all claims of infringement of copyright; any other intellectual property
right, or any law or obligatory rule or regulation of a competent authority, in
connection with reproduction, transmission or making available on an
interactive network of protected works in any form by means of or in connection
with Customers’ use of the Private IP Satellite Access Service.
	 
	 	10.	 	Compliance with Law. Customer shall comply with all applicable
laws and regulations and acknowledges that Verizon may be subject to
regulations issued by agencies of the United States Government, including the
United States Department of Commerce, or by governments having jurisdiction
within a geographic area in which the Private IP Satellite Access Service
contracted for hereunder is provided (“Territory”), that prohibit or restrict
export or diversion of certain products to certain countries. Customer agrees
that it will not permit or knowingly assist or participate in the transfer of
the CPE or Private IP Satellite Access Services to countries or to users not
approved to receive technical information under applicable United States laws
and regulation and applicable laws and regulations within a Territory.
	 
	 	11.	 	Service Level Agreement. The Service Level Agreement (“SLA”)
for Internet Private IP Satellite Access is set forth at the following URL:
www.verizonbusiness.com/terms. Verizon reserves the right to amend the SLA
from time to time effective upon posting of the revised SLA to this URL, or
other notice, provided that in the event of any amendment resulting in a
material reduction of the SLA’s service levels or credits, Customer may
terminate the Private IP Satellite Access without penalty by providing Verizon
written notice of termination during the 30 days following notice of such
amendment. Verizon may avoid such termination if, within 30 days of receipt of
Customer’s written notice, it agrees to amend this Private IP Satellite Access
Service Attachment to eliminate the applicability of the material reduction.
SLA statistics will be made available to Customer monthly. SLA statistics are
Confidential Information and may be used by Customer solely for the purpose of
analyzing Private IP Satellite Access quality. Verizon’s records and data
shall be the basis for all SLA calculations and determinations. The SLA sets
forth Customer’s sole remedies for any claim relating to Private IP Satellite
Access or the Verizon Network, including any failure to meet any standard set
forth in the SLA.
	 
	 	12.	 	Delivery. International CPE Delivery. Delivery of
International CPE to non U.S. locations shall be Free Carrier (“FCA”) loaded
named place (as defined by “Incoterms 2000” published by the International
Chamber of Commerce), together with the terms and conditions set forth herein
(the “Delivery”). Title to the CPE and risk of loss, damage and ownership of,
the CPE shall pass from Verizon to Customer upon Delivery. Customer agrees to
support third party agents and/or Verizon as needed to move hardware across
borders in support of Agreement, to implement the PIP Satellite Access Service,
including but not limited to providing end user statements and/or acting as
importer of record.

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SCHEDULE 2

MANAGED IP PBX SERVICES

SERVICE ATTACHMENT

	1.	 	GENERAL SERVICE DESCRIPTION. Managed IP PBX Services include, without limitation and
depending on Customer’s requirements, design of Customer’s internet protocol (“IP”) PBX
service, activation of specified Customer premise equipment (“CPE”) comprising Customer’s IP
PBX service and ongoing management of Customer’s IP PBX service. Only Verizon certified CPE,
provided pursuant to a separate Verizon CPE Service Attachment with an approved Verizon design
will be supported. Verizon will provide technical, consultative design and installation
services specified in the applicable statement(s) of work (“SOW(s)”) agreed to from time to
time under this service attachment (“Service Attachment”), as well as manage the IP PBX
service and deliver any reports or other deliverables (collectively, “Deliverables”). The
SOWs will become a part of this Service Attachment upon execution by Customer. Such services
and Deliverables are collectively referred to in this Service Attachment as the “IP PBX
Services.” Such services and Deliverables under a particular SOW are referred to as a
“Project” which may be delivered in phases depending on the complexity of each Project. This
Service Attachment, as supplemented by SOWs entered into from time to time, and the master
agreement (“Master Agreement”) (collectively, the “Agreement”) sets forth the terms and
conditions for each Project. To the extent there is any conflict between a SOW, the Service
Attachment and the Master Agreement, the order of precedence is (a) SOW, (b) Service
Attachment, and (c) Master Agreement. References to “Verizon” in this Service Attachment
include all Verizon affiliates, agents and contractors.
	 
	2.	 	DESCRIPTION OF SERVICES.

	 	2.1	 	Design and Installation Service. Verizon will perform the following services
as further defined and agreed to in applicable SOW(s). The nonrecurring costs for the
services are shown in the SOW.

	 	2.1.1	 	Assessment. Verizon will evaluate Customer’s existing network
to determine the feasibility of adding IP PBX Service. Verizon and Customer
work together to complete this evaluation. Verizon may remotely collect
Customer’s requirements, system information, application and end-user
requirements.
	 
	 	2.1.2	 	Implementation. Implementation brings a new IP PBX Service
online. Verizon will provide implementation in accordance with a SOW that
describes the detailed implementation as agreed upon by the parties.
Implementation includes without limitation the creation of the overall Project
plan, system design and equipment configuration and installation. Verizon will
create a design document based on the implemented Project that will describe
the Customer’s IP PBX Service in detail.
	 
	 	2.1.3	 	Managed Take-Over. With Managed Take-Over, Verizon reviews,
optimizes or takes over management of a Customer’s existing IP PBX network.
Verizon will collect and analyze the logical and physical characteristics for
the existing Customer network, as well as its related equipment or assets.
This initial process is generally accomplished in a non-intrusive manner. All
network data must be provided by the Customer, including, but not limited to,
Customer interviews, Customer-provided network diagrams, and site-specific
information. Managed Take-Over is provided on an as-available basis. Please
contact your account team for availability.
	 
	 	 	 	At the close of the initial process, Verizon, in cooperation with the
Customer, will i) inventory of the Customer’s network; ii) identify any
physical / logical activities required to bring the network under management
by Verizon, and iii) identify any associated costs in bringing the network
under management. Customer will be responsible to implement certain WAN or
LAN upgrades identified by Verizon as part of this initial process. At
Customer’s request and cost, Verizon will perform such upgrades.

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	 	2.1.4	 	Other one time nonrecurring IP telephony and related services
may be provided pursuant to a SOW. These include, without limitation, special
training, additional assessments, consulting services and time and materials
work.
	 
	 	2.1.5	 	Completion of Services. Upon completion of each phase of a
Project, Verizon will review a checklist with the Customer pursuant to the SOW.
Customer indicates their acceptance of each Project phase by signing the
checklist within [**] from the presentation of the completed Project phase.
The Project phase will be deemed accepted if Customer fails to respond within
this [**] period. If a checklist item for a Project phase is not complete,
Customer will provide written notification to Verizon. Verizon will have [**]
after the receipt of Customer’s notice to correct the checklist item, given it
is within Verizon’s scope to do so. Such time period to correct the checklist
item may be extended by mutual consent. When the checklist is completed or the
checklist items are determined to be out of Verizon’s scope, Customer will pay
Verizon’s invoice for the IP PBX Service.

	 	2.2	 	Management Services. IP PBX Service provides the management services listed
below. Verizon is responsible to resolve both logical and physical issues with
Customer’s reasonable cooperation. Verizon may resolve the fault condition remotely,
or by dispatching a technician to Customer’s site, at Verizon’s option. Management
Services are only available to Customers with at least one Managed WAN circuit.
Customers with Verizon Managed WAN and Managed LAN must have the full level of service
for their Managed WAN and Managed LAN service Any server, router or switch with an IP
PBX Service application must be under Verizon management.

	 	2.2.1	 	Monitoring. Verizon provides proactive monitoring and
management of IP PBX components 24 hours a day, 7 days a week, 365 days a year.
Verizon will monitor and manage certain server IP PBX components (including,
without limitation, server health and operations, IP Telephony,
Voicemail/Messaging and Emergency Responder server-based applications and
services), certain router and switch-based IP PBX functions (including,
without limitation call-control, gateway/gatekeeper, voicemail and remote site
survivability), and certain power-related functions (including, without
limitation, UPS devices and power of ethernet capabilities) depending on
Customer’s IP PBX network and applications. Verizon uses Simple Network
Management Protocol (“SNMP”) to determine device status and error conditions
(e.g. SNMP trap messages and collection of performance data) in conjunction
with Internet Control Message Protocol (“ICMP” commonly called a “ping”) to
ensure device accessibility and to periodically poll IP PBX devices.
	 
	 	2.2.2	 	Customer Portals. Verizon offers Internet Customer portals
providing a secure, scalable, consolidated view of Customer network information
24 hours a day, 7 days a week, 365 days a year including, without limitation,
Verizon’s enterprise services portal (“ESP”) and Verizon Customer Center (“VCC”
collectively, “Customer Portal”). Customer Portal provides real time access
for project oversight and operational systems and updates including, without
limitation, trouble ticketing and call detail records for Verizon voice
circuits. Customer is limited to [**] User accounts and is responsible for
ensuring that all users understand and comply with the confidentiality
requirements set forth in the Agreement.
	 
	 	2.2.3	 	Notification. Verizon will open a trouble ticket and attempt
to electronically notify Customer within [**] of receiving an alarm for a i) a
device failure to respond to “ping”, or ii) SNMP Trap critical messages as
determined by Verizon Notification services. Customer will have the ability to
view trouble tickets and associated status on the Customer Portal.
	 
	 	2.2.4	 	Performance Reporting. In addition to the standard reports
available to the Customer on the Customer Portal, IP PBX Customers have access
to reports related to IP PBX

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	 	 	 	Service including, without limitation, mean opinion score (“MOS”), jitter,
packet delivery, one way latency, call completion, CPU utilization, and
memory utilization.

	 	2.2.5	 	Change Management Activities. The following remote change
management activities are included in the monthly recurring charges. Verizon
may add, delete or change these change management activities from time to time.
Verizon reserves the right to limit the number of moves, add, changes or
deletions (“MAC-D”) performed by Verizon per month based on the size and
complexity of the Customer’s network.

	 	 	 
	Activity	 	Description
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

 

			
	*	 	Does not include end user or end device moves, adds, changes, or deletes.

	3.	 	CUSTOMER RESPONSIBILITIES. Customer will do the following:

	 	3.1	 	IP PBX Service Functions. Customer is responsible to have a designated
administrator perform certain user oriented day to day IP PBX Service functions
including, without limitation, configure and update of i) individual end user phones,
ii) voicemail boxes, and iii) personal assistant features (e.g. Find Me, Follow Me
parameters). Customer is primarily responsible to perform certain system administrator
IP PBX Service functions, including without limitation, administration of phone account
features, individual dial number assignments, phone features and templates, voicemail
box features setup and maintenance, and update and monitoring of the Cisco Emergency
Responder database. Customer will also designate a program manager to work with
Verizon during IP PBX Service implementation.
	 
	 	3.2	 	Information and Access Requests. Upon request, Customer will provide
information to Verizon that is reasonably necessary or useful for Verizon to perform
its obligations. In addition, upon request Customer will provide Verizon with access
to Customer facilities, installation sites, and equipment as reasonably necessary or
useful for Verizon to perform its obligations under this Service Attachment.
	 
	 	3.3	 	Licenses. Customer will obtain any necessary permits, licenses, variances,
and/or other authorizations required by state and local jurisdictions including without
limitation for installation and operation of the CPE on Customer’s premises.
	 
	 	3.4	 	Building Space. Customer will provide adequate building space, circuitry,
facility wiring, temperature, humidity, and power to comply with the standards
established by the manufacturer of the CPE for proper installation and operation of the
IP PBX Service. The Customer is responsible for any facility issues that may arise
(e.g. bad or incorrect cabling, not meeting cable plant, environmental or power
specifications, lack of rack space) and will correct any issues as quickly as possible.
The Customer may contract with Verizon for resolution of these issues.

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	 	3.5	 	IP Addresses. Verizon reserves the right to assign IP addressing to Customer’s
IP PBX devices. If supported, secondary IP addressing will be used, maintaining
Customer’s existing IP address space. In the case where there are devices which do not
support secondary addressing, Verizon will assign new IP addressing to Customer’s IP
Telephony segment, based on availability in both Verizon’s and Customer’s address
space. If Customer will not permit the use of Verizon-assigned address space, Customer
agrees to pay reasonable costs for a dedicated management domain or an IP
proxy/NAT/IPv4-IPv6 solution. Additionally, Verizon reserves the right to use border
gateway protocol (“BGP”) routing for the management permanent virtual circuits (“PVCs”)
used to access and monitor Customer’s Network.
	 
	 	3.6	 	Out of Band Access. Out of band (“OCB”) access is required for each router or
switch for the IP PBX Service. Customer will provide at their cost from Verizon or a
third party a dedicated, analog telephone connection either dedicated to each device or
dedicated to a port server with indirect access to each device. Analog access will be
used for troubleshooting the IP PBX Service. The analog telephone connection must be
separate from the IP PBX Service and maintain a minimum of a [**] bits per second
connection rate for site level service level agreements (“SLAs”) to apply.
	 
	 	3.7	 	Non Standard Hours. Services required by the Customer to be performed outside
of normal business hours (8 a.m. to 5 p.m. Monday through Friday local time, excluding
Verizon-observed holidays), unless otherwise planned for and noted, shall incur
additional charges in accordance with will be billed at Verizon’s prevailing labor
rates.
	 
	 	3.8	 	Non Verizon Circuits. Unless purchased through Verizon, any required telco
circuit is Customer’s responsibility to order, verify availability and maintain.
	 
	 	3.9	 	System Outages. Customer will schedule and inform users of any planned systems
outage.
	 
	 	3.10	 	Back Up of Data. Verizon will back up the database, application configurations
and user directory information. Customer is responsible for backing up certain end
user oriented and other data including, without limitation, Call Detail Records or the
operating system. Original installation discs, to be used for system restoration,
should be stored locally by the Customer administrator. Verizon will perform weekly
local back-ups to a network shared drive, if available. Customers may request Verizon
to initiate a tape back up by submitting a Change Request. Verizon will support a
maximum of [**] back up per server per month.
	 
	 	3.11	 	IP PBX Service Configuration. Customer is responsible for confirming that its
IP PBX Service, including any optional features, is configured in accordance with
Customer’s preferences prior to and after activation of the IP PBX Service.

	4.	 	PERFORMANCE. Verizon controls the means, methods, places and time of its performance
of the IP PBX Services (including the use of subcontractors and consultants). While working
on a Customer site, Verizon will abide by Customer’s stated security rules for the site.
Customer agrees to provide working space and facilities and any other assistance and support
that Verizon may reasonably request in order to perform the IP PBX Services. Verizon is not
responsible for any failure or delay resulting from Customer’s failure to fulfill its
obligations under this Service Attachment in a timely manner.
	 
	5.	 	SOWs AND TERMS & CONDITIONS. All SOWs must be in writing, follow the format of the
attached SOW template (including all required information and Conditions, as defined below),
be signed by an authorized representative of each party, and refer to the Agreement by number
or by title and date. SOWs may include Customer purchase orders as part of its documentation
but any terms and conditions contained in purchase orders are rejected, void and have no force
or effect.

	 	5.1	 	Conditions. A SOW may identify key expectations on which the SOW is based
(“Conditions”). Each Party will notify the other promptly if it determines that a
Condition has not been met or is

16 of 56

 

	 	 	 	unlikely to be met. If Verizon reasonably determines that it has been materially
and adversely affected by the failure of a Condition to be met, and Verizon proposes
a SOW amendment to cure it, the parties will work diligently to reach agreement on a
SOW amendment to cure the material, adverse effect on Verizon, and Verizon may
suspend work on the Project until the parties have reached that agreement. The
preceding sentence does not apply if Verizon reasonably could have caused the
Condition to be met but did not.

	 	5.2	 	Changes to SOWs.

a. Either party may propose a change to a SOW by having its designated “Project
Manager” or “PM” submit a written change request to the other party’s Project
Manager. All writings under this process may be by email.

b. The Verizon PM logs the change request and assigns it a unique ESP order number.

c. Upon completion of Verizon’s evaluation, Verizon’s PM provides Customer’s PM with
a Service Order Change farm (the “SOC”), amending the SOW, which describes the
proposed changes to the Project, including to its costs and schedules.

d. If Customer agrees in writing to the SOC, then the SOW is thereby deemed amended
and both parties will perform their obligations under the SOW as amended.

	6.	 	CUSTOMER’S RIGHT TO USE DELIVERABLES.

	 	6.1	 	License to use Deliverables. Verizon grants to Customer a non-exclusive,
nontransferable, license to use any Deliverables solely for Customer’s internal
business purposes during the term of any related Verizon service, including the right
to make a reasonable number of copies of such Deliverable, if applicable, except as
otherwise agreed to in a SOW.
	 
	 	6.2	 	Ownership and Confidentiality of Deliverables. As between Verizon and
Customer, all right, title and interest in any Deliverable is owned by Verizon and/or
its suppliers and any information, materials, methodologies or know-how used by Verizon
in connection with any Deliverable, is the Confidential Information of Verizon and/or
its suppliers or subcontractors, except for (a) any Customer-owned information or
materials that pre-existed the signing of this Service Attachment and/or that may be
embedded in any Deliverable, and (b) as otherwise agreed to in a SOW.
	 
	 	6.3	 	Verizon Reservation of Rights. Except as expressly granted herein, Customer
receives no ownership, license, or other interest in any intellectual property created
or delivered by Verizon, whether in connection with its performance of this Service
Attachment or otherwise.

	7.	 	WARRANTIES AND DISCLAIMERS.

	 	7.1	 	Verizon Warranty. Verizon warrants that It will perform each Project in a
professional and workmanlike manner in accordance with accepted industry standards, and
that any Deliverables will comply with the specifications agreed to by the parties in a
SOW.
	 
	 	7.2	 	Customer Warranty. Customer warrants that it owns all right, title, and
interest in and to, or has the license for and the right to grant Verizon access to any
programs, systems, data, materials or other information furnished by Customer to
Verizon for the purpose of enabling Verizon to perform the IP PBX Services.
	 
	 	7.3	 	Verizon’s Disclaimer of Warranties. The disclaimer of warranties in the Master
Agreement applies to this Service Attachment (without limitation). Any Verizon
warranty applies to Customer only.
	 
	 	7.4	 	EMERGENCY CALLING SERVICES. IP PBX Service may include the installation and/or
configuration of equipment and software which includes functionality to enable Customer
 — with the addition of other services, including without limitation local exchange
service — to have “911”

17 of 56

 

	 	 	 	calls routed to the local Public Service Answering Point or PSAP (“Emergency 911
Service”). Customer acknowledges that IP PBX Service alone does not provide
Emergency 911 Service and that Customer is responsible for taking the steps
necessary to establish Emergency 911 Service, including, but not limited to,
defining and updating Emergency Response Locations, ensuring that the PSAP updates
the Automatic Location Information or ALI database, and performing initial and
periodic testing of 911 services.

Customer also acknowledges that IP-based voice service is different in key respects
from traditional telecommunications-based voice service and that those differences
may cause Emergency 911 Service to be unavailable under certain circumstances,
including without limitation, the following: (1) loss of power, (2) loss of
broadband service, (3) loss of local area network (“LAN”) or applicable wide area
network (“WAN”) service, (4) equipment failure, (5) making voice calls from a
different location from the one for which 911 routing was established, and (6)
nonpayment for service. Customer is responsible for complying with all applicable
emergency 911 calling service laws. Customer will notify all end-users of these
limitations.

	 	i)	 	Disclaimer of Certain Damages. With respect to Emergency 911
Service: This service is offered solely as an aid in enabling Customer to
contact an appropriate PSAP in connection with fire, police and other
emergencies. Verizon is not responsible for any losses, claims, demands, suits
or any liability whatsoever (“Losses”), including without limitation (a) Losses
to or relating to Customer or a third party, (b) Losses for any personal
injury, or property damage or loss, (c) Losses claimed to have been caused by:
(1) any aspect of IP PBX Service, including without limitation, any mistakes,
omissions, interruptions, delays, errors or other defects in the provision of
IP PBX Service. Verizon is also not responsible for any infringement or
Invasion of the right of privacy of any person or persons, caused or claimed to
have been caused, directly or indirectly, by any aspect of IP PBX Service, or
by any services furnished by Verizon including, but not limited to, the
identification of the telephone number, address or name associated with the
phone used by the party or parties accessing emergency 911 service, and which
arise out of the negligence or other wrongful act of Verizon, customer, its
users, agencies or municipalities, or the employees or agents of any one of
them.

	 	7.5	 	Service Disclaimer. IP PBX Service may be interrupted or degraded by certain
conditions. For example (without limitation), IP PBX Service relies on Customer’s
domain name server (“DNS Server”) and LAN; Verizon will not be responsible if
Customer’s DNS Server or LAN falls or performs poorly for LAN and WAN networks not
managed by Verizon. Verizon’s responsibility for LAN and WAN performance for networks
managed by Verizon is stated in Customer’s agreement for such management.
Network-related outages also may occur, and service restoration intervals may vary from
those associated with traditional telecommunications service. Communications from
analog modems may have protocol interaction issues when used over VOIP technology (due
to their handshake and error-checking rules) and cannot be assured of the same quality
as other communications; IP PBX Service is provided without any warranty whatsoever
with respect to modems. Modems may not be used on IP PBX Service except with Codec
G.711 without silence suppression. Alarm lines (whether or not they use modems) are
wholly unsupported on IP PBX Service (with respect to both service and wiring, without
limitation). Customer will be responsible for all inside wiring and special
construction charges. Customer understands that use of IP PBX Service is restricted in
the following manner: (i) Customer may not modify the Verizon installed design and/or
configuration without the previous written consent of Verizon; Customer expressly
acknowledges that any violation of tine foregoing restriction will result in the
immediate termination of services management and related SLAs.
	 
	 	7.6	 	Customer Data. If Customer orders optional virus scanning; Customer (and not
Verizon) is responsible for taking any steps that may he required by law or otherwise
to inform end users and others IP PBX Service that such service is subject to scanning
for Viruses (as defined below) and as a result the IP PBX traffic data may be accessed
for that limited purpose. As a part of that limited purpose, Verizon (including its
suppliers used in providing this service) may use any

18 of 56

 

Virus-related data to (i) maintain and improve the performance and integrity of the Virus
scan, (ii) observe, study and test the functioning of the Virus scan; (iii) comply with
regulatory, legislative or contractual requirements (including cooperating with law
enforcement authorities); and (iv) make available to licensors Virus information
passing through IP PBX for the purposes of enhancing the Virus scan and protecting
against Viruses. “Virus” means a piece of program code, possibly including a
self-replicating element, usually (but not necessarily) disguised as something else
that causes some unexpected and, for the recipient, usually undesirable event and which
may be designed so that it may infect other computer systems.

	8.	 	LIMITATION OF LIABILITY.

	 	8.1	 	Disclaimer of Liability. Without limitation, Verizon is not liable for any
loss of or damage to Customer data. Customer is responsible for backing up all data.
	 
	 	8.2	 	Extent of Verizon’s Liability. Without limitation, the total liability of
Verizon (including without limitation subcontractors, consultants and suppliers) to
Customer may not exceed the total amount paid by Customer to Verizon directly
attributable to the elements of the IP PBX Service forming the basis of the Claim,
except that this limitation does not apply to actual, direct damages to real property
or tangible personal property or for personal injury or death, resulting from Verizon’s
negligence or willful misconduct. Under no circumstances will either party be liable
for damages that could have been avoided by the other party’s exercise of reasonable
diligence. No party may assert a Claim against the other under any theory that accrued
more than one year before bringing a formal proceeding asserting the Claim.
	 
	 	8.3	 	Extent of Security Liability. Use of IP PBX Service, like other network-based
services, carries certain security risks to the systems and networks of Customer,
Verizon and third parties including, but not limited to: misuse, unauthorized access;
alterations; theft; destruction; corruption; and attacks (“Occurrences’). Customer
shall, at its own expense, take security measures, including but not limited to use of
firewalls, passwords, access restrictions, encryption, policies, and physical access
restrictions (“Security Measures”) to protect from Occurrences all IP PBX traffic,
Customer facilities and other equipment, software, data and systems located on
Customer’s premises or otherwise in Customer’s control and used in connection with IP
PBX Service, whether owned by Customer, Verizon or Verizon’s subcontractors,
	 
	 	 	 	Customer agrees that Verizon is not liable, in contract, tort, or on any other
basis, for any loss resulting from any Occurrences or use of such IP PBX Service,
Customer facilities, or other equipment, software, data and systems. Customer is
responsible for all Security Measures, even if Customer uses a third party (or
Verizon) to configure and implement them.

	9.	 	TERM. Either party may terminate a SOW (even before it is completed) according to
the same terms under which the Agreement could be terminated, except to the extent the SOW
states otherwise. Upon termination of a SOW or the Agreement for any reason, each party will
promptly return to the other all copies of any data, records, or materials of whatever nature
or kind, owned by the other party (or its subcontractors, consultants, or suppliers). Verizon
also will furnish to Customer any Customer-owned work in progress for which payment has been
received. Verizon may terminate a SOW if the parties have not agreed on a proposed SOW
amendment to cure the material and adverse effect on Verizon from an unmet Condition within 45
days of Verizon providing it to Customer.
	 
	10.	 	USE OF CUSTOMER LOGO. Customer agrees to allow Verizon to use its logo identifying
Customer as a Verizon IP PBX Service customer. Customer agrees to allow use of Customer’s
trademarks, trade names, or service marks (collectively, “Trademarks”) for Verizon internal
and external communications relation to Verizon’s provision of the IP PBX Service to the
Customer. Verizon will present Customer with an opportunity to approve of such use of
Trademarks, in advance, in writing, which approval shall not be unreasonably withheld or
delayed. Verizon acknowledges that the Customer is the owner of all right, title and interest
in and to all of the Trademarks and shall not take any action that is inconsistent with such
ownership. Verizon shall not, by any act or omission, use any Trademark in any manner that
tarnishes,

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degrades, disparages or reflects adversely on Customer or its business or reputation. Any
use of each other’s Trademarks and logos in conformity with the provisions of this Section
will be royalty-free.

	11.	 	RATES AND CHARGES.

	 	11.1	 	Design and Installation Service. Verizon will submit, and Customer will pay,
invoices to Customer for amounts due under the SOW. Such amounts due may include
recurring, nonrecurring, work time (per hour), materials, travel, lodging, shipping,
handling, insurance and ether charges, as provided in the SOW. If a SOW is terminated,
Customer will pay Verizon for the Project in progress based on the percentage of the
Project, Deliverables, milestones, or other appropriate measure of work then completed
(without limiting other remedies under the Agreement or the law). United States
domestic CPE is governed by a separate agreement with Verizon.
	 
	 	11.2	 	Managed IP PBX Service.

	 	11.2.1	 	Server Management Monthly Recurring Charge (“MRC”).

	 	 	 
	Server Size	 	MRC
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

	 	11.2.1.1	 	Standard and Nonstandard Server. The ‘standard” servers
for IP PBX applications are listed below and apply to the Server
Management MRC table above. Network server models not identified here
and any network server used for IP PBX applications are “nonstandard
CPE.” Verizon may limit or restrict the Managed IP PBX Services that
it provides for nonstandard CPE.
	 
	 	 	 	[**]

	 	11.2.2	 	Application Management MRC. Customer will pay [**] application
management MRCs as applicable based on the average number of phones for that
application registered in the Call Manager Publisher database during a billing
month (“Active Phones”) for applications that Customer has ordered. The
average is calculated based on aggregate daily measurement of total Active
Phone count divided by the number of days in the billing period. Certain
applications, as noted, are flat rate and not based on Active Phones.

	 	 	 
	Server Size Applications	 	MRC Per Active Phone
	[**]

[**]

[**]

[**]

[**]

[**]

[**]

[**]

	 	[**]

[**]

[**]

[**]

[**]

[**]

[**]

[**]

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	Router Applications	 	MRC*
	[**]

[**]

[**]

[**]

[**]

[**]

	 	[**]

[**]

[**]

[**]

[**]

	 	 	 
	Router or Switch Applications	 	MRC*
	[**]

[**]

[**]

[**]

	 	[**]

[**]

[**]

	 	 	 
	Other Devices and Applications	 	MRC*
	[**]

[**]

[**]

   [**]

   [**]

   [**]

   [**]

[**]

	 	[**]

[**]

[**]

[**]

[**]

[**]

	 	11.3	 	Additional Charges. For the special services listed below for IP PBX
Service, Customer will pay the corresponding charges in addition to the basic rates
stated above. No discounts apply to the following charges:

	 	11.3.1	 	Expedite Charges. Customer will pay [**] Dollars ($[**]) per device
for any Customer’s written request to activate PBX CPE within [**] or less of
order acceptance.
	 
	 	11.3.2	 	Redispatch Charges. Customer will pay [**] Dollars ($[**]) per
activation if Customer reschedules PBX CPE activation within [**] of the
originally-scheduled-date.
	 
	 	11.3.3	 	After Hours Charges. Customer will pay an additional [**] Dollars
($[**]) per device/instance if Customer requests work after normal business
hours local time.
	 
	 	11.3.4	 	Demand Dispatches. Customer will pay an additional [**] Dollars
($[**]) per dispatch for Customer-requested dispatches outside of normal
business hours.
	 
	 	11.3.5	 	Additional Nonrecurring Charges. Optional Change Management (“OCM”)
provides additional remote change management support for Verizon’s IP PBX
Service and Managed LAN Service. Customers are charged a charge per request,
per Device for the remote configuration items listed below, subject to the
maximum. Customer can order specific Optional Change Management activities
through the Verizon Customer Portal at
https://customerportal.verizonbusiness.com/. The Verizon Customer
Portal provides detailed information for each pricing level of OCM. The NRCs
below are for a maximum of [**] of work. If Verizon determines that more than
[**] is required for a Customer request, Verizon and Customer will execute an
SOW for such request.

	 	 	 
	Activity	 	NRC
	[**]

	 	[**]
	[**]

	 	[**]

21 of 56

 

	 	 	 
	Activity	 	NRC
	[**]

	 	[**]
	[**]

	 	[**]

 

			
	*	 	Does not include end user or end device moves, adds, changes, or deletes.

+Hardware or software upgrades required to support these new router features
will be billed separately.

	 	11.3.6	 	Customer will be charged a service charge for all issues discovered with IP
PBX Service that result in an Verizon technician being dispatched that are due
to the act or omission of Customer including, but not limited to, faulty in
house wiring.

	 	11.4	 	Special Pricing. The following special pricing will apply to the IP PBX
Service or LAN Service during the Term, notwithstanding anything in this Service
Attachment to the contrary:

	 	11.4.1	 	Managed IP PBX Service. In lieu of all other rates, discounts, or
promotions, Customer will pay the following fixed monthly recurring charges for
Managed IP PBX Service based on Service Type. The below rates are in lieu of
all other rates and discounts and shall remain fixed for the Term.

	 	 	 
	Server Size	 	MRC Per Server
	[**]

	 	[**]

	 	 	 
	Server Applications	 	MRC Per Active Phone
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]
	[**]

	 	[**]

22 of 56

 

STATEMENT OF WORK (SOW) NO._____

TO VERIZON MANAGED IP PBX DESIGN AND INSTALLATION SERVICES SERVICE ATTACHMENT

This Statement of Work (“SOW”) amends and is a part of the Managed IP PBX Design and Installation
Service Attachment and related master agreement (the “Master Agreement” and the IP PBX Design and
Service Attachment, Master Agreement and SOWs entered into from time to time are collectively
referred to herein as the “Agreement”), entered between MCI Communications Services, Inc. d/b/a
Verizon Business Services (“Verizon”), and
                             (“Customer”), Contract ID #
                         ,
executed by Customer as of
                        ,
200   .

	1.	 	Description of Project

	 	a)	 	IP PBX Services.
	 
	 	 	 	Verizon will provide IP PBX Design and Installation Services to Customer as
identified below.
	 
	 	b)	 	Specific Services and Milestones. Verizon will invoice each Project phase or
listed implementation service upon completion of that service or phase:

	 	 	 	 	 	 	 
	 	 	Non-Recurring Implementation	 	Comment/Instruction/
	Location (site)	 	Service	 	Charge	 	Requested Install Date
	 
	 	 	 	 	 	 

	 	c)	 	Specific additional services description.

	2.	 	Deliverables and Documentation to be Produced by Verizon.
	 
	 	 	Verizon will create a design document based on the implemented Project that will describe
the Customer’s IP PBX Service In detail.

	3.	 	Documentation to be Produced by Customer and Customer Obligations (if any)
	 
	4.	 	Services Completion Checklist

Upon completion of each phase of a Project, Verizon will submit this checklist to Customer.
Customer indicates their acceptance of each Project phase by signing the checklist within [**] from
Verizon’s presentation of the completed Project phase. The Project phase will be deemed accepted
if Customer fails to respond within this [**] period. If a checklist item for a Project phase is
not complete, Customer will provide written notification to Verizon. Verizon will have [**] after
the receipt of Customer’s notice to correct the checklist item, given it is within

23 of 56

 

Verizon’s scope to do so. Such time period to correct the checklist item may be extended by mutual
consent. When the checklist is completed or the checklist items are determined to be out of
Verizon’s scope, Customer will pay Verizon’s invoice for the IP PBX Service.

	 	 	 	 	 
	IMPLEMENTATION TASK	 	COMPLETED?
	 
	 	 	 	 
	1.

	 	Telco has been coordinated (if applicable).
	 	o Yes o N/A
	 
	 	 	 	 
	2.

	 	CallManager database has been designed and approved.
	 	o Yes
	 
	 	 	 	 
	3.

	 	Equipment rack has been constructed and installed.
	 	o Yes
	 
	 	 	 	 
	4.

	 	CallManager server has been installed.
	 	o Yes
	 
	 	 	 	 
	5.

	 	Internal calls are completed successfully.
	 	o Yes
	 
	 	 	 	 
	6.

	 	External calls are completed successfully.
	 	o Yes
	 
	 	 	 	 
	7.

	 	Dial plan has been programmed in CallManager according to specifications.
	 	o Yes
	 
	 	 	 	 
	8.

	 	IP phones have been installed and registered with CallManager.
	 	o Yes
	 
	 	 	 	 
	9.

	 	All specified voice gateways are configured and functional.
	 	o Yes
	 
	 	 	 	 
	10.

	 	All specified features have been configured and are functional.
	 	o Yes
	 
	 	 	 	 
	11

	 	User Directory has been populated and is functional (if applicable).
	 	o Yes o N/A
	 
	 	 	 	 
	12.

	 	Quality of Service has been configured and is functional (if applicable).
	 	o Yes o N/A
	 
	 	 	 	 
	13.

	 	Station cabling has been installed (if applicable).
	 	o Yes o N/A
	 
	 	 	 	 
	14.

	 	Successful testing of system, database.
	 	o Yes
	 
	 	 	 	 
	15.

	 	Administration training classes have been conducted (if applicable).
	 	o Yes o N/A
	 
	 	 	 	 
	16.

	 	User training classes have been conducted (if applicable).
	 	o Yes o N/A
	 
	 	 	 	 
	17.

	 	A copy of the specified documentation has been provided.
	 	o Yes

	5.	 	Conditions (if any)
	 
	6.	 	Term of SOW
	 
	 	 	The term of this SOW shall be coterminous with the associated Master Agreement unless
otherwise specified in this section.

24 of 56

 

Exhibit 1

Verizon Managed IP PBX

Service Level Agreement

Effective March 15, 2006

Table of Contents

	 	 	 
	SECTION	 	TOPIC
	1
	 	Overview
	2
	 	Managed Service Details
	 
	 	Coverage Categories
	3
	 	Verizon Managed IP PBX SLA
	 
	 	Service Level Agreement by Design and Maintenance Provider
	4
	 	Service Level Agreements and Objectives Defined
	 
	 	Platform Availability
	 
	 	Call Quality
	 
	 	Time to Repair
	 
	 	Proactive Outage Notification
	 
	 	Change Management Service Level Objective
	 
	 	Call Completion Service Level Objective
	5
	 	Credit Application Process
	 
	 	Managed IP PBX SLA Application Structure
	 
	 	Process for Customers to Apply for SLA Credits
	 
	 	Service Level Agreement Credit Time Limitation
	Appendix A
	 	General Exclusions
	Appendix B
	 	Terms and Definitions

	1.	 	Overview
	 
	 	 	Managed IP PBX offers certain service level agreements and objectives as shown below.
Capitalized terms that are not defined in Appendix B: Terms and Definitions are defined in
the Customer’s Agreement.

      The Manaeed IP PBX SLAs are as follows:

Platform Availability

Call Quality

Time to Repair (“TIR”)

Proactive Outage Notification

      The Managed IP PBX Service Level Objectives are as follows:

Change Management

Call Completions

	2.	 	Managed Service Details

	 	2.1	 	Coverage Categories The Managed IP PBX SLAs vary by designed architecture and
maintenance provider as specified below.
	 
	 	 	 	PBX Designed Architecture. Customer’s choices with respect to; a) design, b) end to
end management of the PBX and related networks (i.e. The supporting WAN and LAN), c)
the level of

25 of 56

 

	 	 	 	redundancy of equipment and applications, and d) the code implemented on the PBX
determines the applicable service level as further explained below.

Maintenance. Whether maintenance is provided by Verizon Data Maintenance —
Network, Verizon Data Maintenance or an approved-third-party (“3rd Party
Maintenance”), determines the applicable service levels for Time to Repair. The
current approved 3rd Party Maintenance providers are Cisco and NEC.
Other maintenance providers may be approved on a case by case basis.

	3.	 	Verizon Managed IP PBX SLA

	 	3.1	 	Service Level Agreement by Design and Maintenance Provider

TABLE 3.1 MANAGED IP PBX SERVICE LEVEL AGREEMENTS

	 	 	 	 	 
	Parameter	 	Contiguous U.S.
	[**]

	 	[**]
	 	[**]
	 

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 

	 	[**]
	 	[**]
	 

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	 

	 	[**]
	 	[**]
	 

	 	[**]
	 	[**]
	[**]

	 	 	 	[**]

TABLE 3.2 MANAGED IP PBX SERVICE LEVEL OBJECTIVES

	 	 	 	 	 
	Parameter	 	Contiguous U.S.
	[**]

	 	[**]
	 	[**]
	 

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	 	 	[**]

	4.	 	Service Level Agreements and Objectives Defined

	 	4.1	 	Platform Availability: The IP PBX Platform is deemed “Available” if i) no
alarm events have occurred on the Network Operations Center’s (“NOC”) Network
Management System related to Outages, or ii) no Trouble Ticket related to Outages has
been opened by Customer with respect to that Platform.

	 	4.2.1	 	Calculation
	 
	 	 	 	Availability is the percentage of time that the Platform is Available within
a given Billing Month. Availability only applies to Outages.
	 
	 	 	 	Platform Availability (%) =

	 	 	 	 	 	 	 	 	 
	 
	 	(	 	Available Minutes per month per Site	 	)	 	 
	 
	 	 	 	 	 	 	 
	 
	 	 	 	Number of days in Billing Month x 24 hrs x 60 min	 	 	 	x 100

	 	4.2.2	 	Credit Structure and Amounts
	 
	 	 	 	For each month in which the Platform availability percentage falls within a
tier associated with a credit amount In the table below. Customer will be
eligible for that credit amount

26 of 56

 

	 	 	 	equal to the percentage of the Managed IP PBX monthly recurring charges for
the affected Site.

PLATFORM AVAILABILITY MATRIX COMPLETE NETWORK MANAGEMENT — REDUNDANT IP PBX CLUSTER

	 	 	 	 	 
	Platform Availability %	 	 
	From	 	To	 	Credit (% of MRC)
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]	 	[**]
	[**]
	 	[**]

PLATFORM AVAILABILITY MATRIX COMPLETE NETWORK MANAGEMENT WITHOUT REDUNDANCY OR IP PBX ROUTER WITH
CALL MANAGER EXPRESS

	 	 	 	 	 
	Platform Availability %	 	 
	From	 	To	 	Credit (% of MRC)
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]
	 	[**]

PLATFORM
AVAILABILITY MATRIX PARTIAL NETWORK MANAGEMENT — REDUNDANT IP PBX CLUSTER

	 	 	 	 	 
	Platform Availability %	 	 
	From	 	To	 	Credit (% of MRC)
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]
	 	[**]

PLATFORM AVAILABILITY MATRIX PARTIAL NETWORK MANAGEMENT-WITHOUT REDUNDANT IP PBX CLUSTER

	 	 	 	 	 
	Platform Availability %	 	 
	From	 	To	 	Credit (% of MRC)
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]
	 	[**]

27 of 56

 

	 	4.1.3	 	Exclusions In addition to the general exclusions found in
Appendix A. the following exclusions apply to the Platform Availability SLA:

	 	4.1.3.1	 	The Platform is considered Available during interruptions not
reported by Customer, or for which no Trouble Ticket was opened.
	 
	 	4.1.3.2	 	The Platform Availability SLA does not apply to Platforms installed
for less than [**].
	 
	 	4.1.3.3	 	The Platform Availability SLA for Complete Network Management does
not apply to WAN or LAN managed by Verizon at any level less than Full
Management (i.e. WAN or LAN managed by Verizon at the Physical or
Monitor and Notify level). In such case, Partial Network Management
SLAs will apply.
	 
	 	4.1.3.4	 	SLA commitments may be adjusted to reflect the service levels
provided by the maintenance provider. Customer must contract for a
minimum 7 days/week by 24 hours per day by 4 hour (7x24x4) maintenance
from 3rd party provider for Availability SLAs to be offered.

	 	4.2	 	Call Quality. Call quality will be reported by determining a MOS within each
IP PBX network. Different codecs are used within the IP PBX network, the LAN and the
WAN. The call quality will be reported for each codec used in any month.

	 	4.2.1	 	Calculation
	 
	 	 	 	Verizon will deploy equipment within Customer’s IP PBX network to simulate
calls and measure call quality. Call quality measurements are taken every
[**] and the samples are aggregated and reported as an average over a month.

	 	4.2.2	 	Credit Structure and Amounts
	 
	 	 	 	For each month in which the Call Quality MOS falls within a tier associated
with a credit amount in the table below, Customer will be eligible for that
credit amount equal to the percentage of the Managed IP PBX monthly
recurring charges for the affected Site. Customer is only eligible for [**]
per month per Site.

	 	 	 	CALL QUALITY MATRIX G711 CODEC

	 	 	 	 	 
	MOS	 	 
	From	 	To	 	Credit (% of MRC)
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]	 	[**]

	 	 	 	CALL QUALITY MATRIX G729 CODEC

	 	 	 	 	 
	MOS	 	 
	From	 	To	 	Credit (% of MRC)
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]	 	[**]

	 	 	 	CALL QUALITY MATRIX G729A CODEC

28 of 56

 

	 	 	 	 	 
	MOS	 	 
	From	 	To	 	Credit (% of MRC)
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]	 	[**]

	 	4.2.4	 	Exclusions In addition to the general exclusions found in
Appendix A, the following exclusions apply to the Call Quality SLA:

	 	4.2.4.1	 	The Call Quality SLA does not apply to Platforms installed for less
than [**].
	 
	 	4.2.4.2	 	Sites using Call Manager Express are not eligible for the call
quality SLA.
	 
	 	4.2.4.3	 	Partial Network Management Sites are not eligible for the call
quality SLA.

	 	4.2	 	Time to Repair (“TTR”). TTR is the time to close an Outage Trouble Ticket for
an IP PBX Platform.

	 	4.2.1	 	Calculation
	 
	 	 	 	The TTR time start when a Trouble Ticket is opened by Verizon or the
Customer for an Outage event and concludes when the Trouble Ticket is dosed
following the resolution of the Outage event.
	 
	 	4.2.3	 	Credit Structure and Amounts
	 
	 	 	 	For each month in which the Time to Repair falls within a tier associated
with a credit amount in the table below, Customer will be eligible for that
credit amount equal to the percentage of the Managed IP PBX monthly
recurring charges for the affected Site.

TIME TO REPAIR WiTH VERIZON DATA MAINTENANCE — NETWORK (APPLIES TO EACH SITE)

	 	 	 	 	 
	Time to Repair	 	 
	Verizon Data Maintenance	 	 
	— Network	 	 
	Outage Repair Time	 	 
	(Per Incident)	 	Credit (% of MRC)
	[**]

	 	[**]
	 	[**]
	[**]

	 	[**]
	 	[**]
	[**]
	 	[**]

TIME TO REPAIR WITH VERIZON DATA MAINTENANCE AND APPROVED NON-VERIZON MAINTENANCE (APPLIES TO EACH
SITE)

	 	 	 
	Time to Repair	 	 
	Verizon Data Maintenance and 3rd Party	 	 
	Maintenance	 	 
	Outage Repair Time	 	 
	(Per Incident)	 	Credit (% of MRC)
	[**]

	 	[**]

	 	4.2.3	 	Exclusions in addition to the general exclusions found in
Appendix A, the following exclusions apply to the TTR SLA:

	 	4.2.3.1	 	The TTR SLA is not available to Sites with Verizon Data Maintenance
 — Network located outside of a [**] mile radius of a designated
Verizon service center in the United States. Sites with Verizon Data
Maintenance — Network located between [**] and [**] miles of a
designated Verizon

29 of 56

 

	 	 	 	service center in the United States have a TTR objective of [**].
Sites with Verizon Data Maintenance — Network beyond a [**]
mile of a designated Verizon service center in the United States
have a TTR objective of [**].
	 
	 	4.2.3.2	 	SLA commitments may be adjusted to reflect the service levels
provided by the maintenance provider. Customer must contract for a
minimum 7 days/week by 24 hours per day by 4 hour (7x24x4) maintenance
for TTR to be offered.

	 	4.3	 	Proactive Outage Notification SLA The proactive outage notification SLA
provides credits if Verizon fails to notify Customer of an iP PBX Platform Outage as
provided below. Proactive Outage Notification will be provided to the Customers’
designated point of contact by e-mail or pager. Verizon has [**] to notify Customer’s
primary point of contact from the start point of the Notification Period, as defined
below.

	 	4.3.1	 	Calculation
	 
	 	 	 	The “Notification Period” begins with opening of a Trouble Ticket for an
Outage and ends when the Trouble Ticket is closed. Verizon is in compliance
with the proactive outage notification SLA if the Customer opened the
Trouble Ticket or contacts Verizon within the Notification Period. Verizon
will provide the ticket number and an initial status.

	 	4.3.2	 	Credit Structure and Amounts. Customer is eligible to receive a credit equal
to [**] percent ([**]%) of the monthly recurring charge for each IP PBX Platform which
was impacted during an Outage that was not properly notified.

	 	4.3.3	 	Exclusions In addition to the general exclusions found in
Appendix A, the following exclusions apply to the Proactive Outage Notification
SLA:

	 	4.3.3.1	 	Interruptions not reported by Customer, or for which no Trouble
Ticket was opened are not included within the Proactive Outage
Notification SLA.
	 
	 	4.3.3.2	 	The time resulting from the Customer point of contact unavailability
due to incorrect contact information or other cause is not included in
the Proactive Outage Notification SLA.

	 	4.4	 	Change Management Service Level Objective. The Change Management service level
objective is to complete certain change management requests, listed below, within [**]
of when the Customer has scheduled the change to occur. Verizon may add, delete, or
change the change request types from time to time.

	 	4.4.1	 	Definition
	 
	 	 	 	Change Request Types:
	 
	 	 	 	Change Activity
	 
	 	 	 	Server OS/Application Patch

Server Administrator Account Add/Delete/Modify

Call Control System Modify*

Call Control Route Plan Modify*

Call Control Service Modify*

Call Control Feature Modify*

Call Control Device Modify*

Call Control Survivability Modify*

Messaging Feature Modify*

Emergency Responder Feature Modify*

Call Center Feature Modify*

30 of 56

 

	 	 	 	Change Activity
	 
	 	 	 	Router Call Control Modify*

Router Messaging Modify*

Request to back up media

 

			
	*	 	Does not include end user or end device move, add, change or delete.

Standard change requests do not provide for scheduling, coordination, follow-up, impact assessment
or evaluation before or after such request by Customer.

	 	4.4.2	 	Credit Structure and Amounts. The Change Management service
level objective and has no associated credit.
	 
	 	4.4.3	 	Exclusions In addition to the general exclusions found in
Appendix A, the following exclusions apply to the Change Management service
level objective:

	 	4.4.3.1	 	Requests submitted outside of the hours of 7:00-17:00 ET, Monday
through Friday will not be eligible for Standard change request
treatment.
	 
	 	4.4.3.2	 	The time for Standard change request will be tolled due to
incomplete information, including the specific commands/configurations.
	 
	 	4.4.3.3	 	Only requests submitted via the enterprise services portal (“ESP’)
are eligible to be tracked for compliance with this service level
objective.

	 	4.5	 	Call Completion Service Level Objective. The call completion service level
objective is to determine how many calls are successfully completed in a Billing Month.
A successful call is a call where there is a call placed and the call is answered,
busy, ring with no answer, abandoned (i.e. user hangs up), or connected to the PSTN.

	 	4.5.1	 	Calculation
	 
	 	 	 	Call completion is the percentage of calls successfully completed within a
given Billing Month.
	 
	 	 	 	Monthly Call Completion (%)=

	 	 	 	 	 	 	 
	1 Minus
  (

	 	Total calls not completed successfully
	 	 	)	 
	 	 	 	 	 
	 	Total number of calls
	 	 	      x 100

	 	4.5.2	 	Credit Structure and Amounts. The call completion service
level objective, and has no associated credit.
	 
	 	4.5.3	 	Exclusions The general exclusions found in Appendix A apply to
the call completion service level objective.

	5.0	 	Credit Application Process. This provision applies to all SLAs.

	 	5.1	 	Managed IP PBX SLA Application Structure
	 
	 	 	 	Credits are not cumulative month to month. If the SLA issue exceeds 30 days, the
same schedule applies for each consecutive month. The total credit percentage that
will be applied against the total MRC for the Managed IP PBX Service for all
failures to meet the SLAs within a month at a Site will not exceed [**]% of total
MRC for the Managed IP PBX Service for the affected month at such Site. Verizon’s
data and calculations will be used to determine if an SLA has been missed and a
credit is due. Verizon will issue a credit within [**] if it determines that a
credit is due. When attributes are shared with another Verizon managed service
(e.g. router with managed WAN and Call Manager Express) only one payout qualifies
for credit payout.

31 of 56

 

	 	5.2	 	Process for Customers to Apply for SLA Credits. Except for Call Quality SLAs,
Customer completes two steps in order to have an Outage qualify for a Service Level
Agreement credit First a Trouble Ticket needs to be opened in response to Managed IP
PBX Service issues at the time of the Managed Service issue. Second, a written request
for credit must be made to the account team contact.

	 	5.2.1	 	Opening a Trouble Ticket
	 
	 	 	 	For the Availability, TTR, and Proactive Outage Notification SLAs, an Outage
Trouble Ticket must he opened, either by Verizon or Customer. A Trouble
Ticket records the Outage.
	 
	 	5.2.2	 	Submitting a Service Level Agreement Credit Request

	 	5.2.2.1	 	Call Quality. Customer must make a request in writing (e-mail or
fax) to the Verizon Account Team for a credit within [**] of the end of
the month for which an SLA credit is due with the following
information:

	 	•	 	MOS Call Quality reports are available at the end of a
month via a web portal provided by Verizon.
	 
	 	•	 	MOS reports are available by codec level.
	 
	 	•	 	Customer may only request one MOS score credit for per
month per Site.

	 	5.2.2.2	 	Availability, Time To Repair, and Proactive Outage Notification SLA.
Customer must make a request in writing (e-mail or fax) to the Verizon
Account Team for a credit within [**] of the end of the month for which
an SLA credit is due with the following information:

	 	•	 	The date the IP PBX Platform Outage occurred
	 
	 	•	 	The time the IP PBX Platform Outage began and ended
	 
	 	•	 	The Outage location or IP PBX Platform.
	 
	 	•	 	Trouble Ticket number for each Site and event.

	 	5.2.3	 	Service Level Agreement Credit Time Limitation
	 
	 	 	 	If Verizon has failed to meet the same SLA for [**], Customer may elect to:

	 	•	 	continue the Managed IP PBX Service with a limit of [**] of credits
for any individual SLA within a 12-month period.
	 
	 	•	 	discontinue Managed IP PBX Service without liability except for
charges incurred prior to discontinuation of the Managed IP PBX
Service. Customer must submit a written disconnect notice to their
Verizon Account Team within [**] following the end of either the third
or subsequent consecutive month of Verizon’s failure to meet the SLA.

	 	 	 	If 3rd Party Maintenance provider causes the payout of SLA
credits for [**], Verizon has the following options:

	 	•	 	require a change of 3rd Party Maintenance provider, as
applicable; or
	 
	 	•	 	terminate its performance obligations under this Managed IP PBX SLA
for the related SLA.

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Appendix A: General Exclusions

The following exclusions apply to all Service Level Agreements contained in this document:

	 	•	 	No SLA will be deemed missed due to any act or omission on the part of the Customer,
its contractors or vendors, or any other entity over which the Customer exercises
control or has the right to exercise control, including without limitation,
disconnection of power to the CPE.
	 
	 	•	 	No SLA will be deemed missed due to Force Majeure, as defined in the Agreement.
	 
	 	•	 	SLA time will be suspended for scheduled maintenance by Customer or entities under
Customer’s direction or control;
	 
	 	•	 	SLA time will be suspended for scheduled maintenance by Verizon within Verizon’s
maintenance windows;
	 
	 	•	 	No SLA will be deemed missed due to lapses of IP PBX Service before the IP BPX
Service is up and billable will not be eligible for SLA credits.
	 
	 	•	 	CPE with less than 24 x 7 x 4 coverage with Verizon or a Verizon approved
3rd party maintenance provider will not be eligible for SLA credits.
	 
	 	•	 	SLA time will be suspended for the amount of time delays due to Customer Time.
	 
	 	•	 	No SLA will be deemed missed due Trouble Tickets associated with any act or omission
of any third party.
	 
	 	•	 	SLA commitments may be adjusted to reflect the service levels provided by the
maintenance provider.
	 
	 	•	 	No SLA will he deemed missed due to the Customer not fully complying with Verizon
recommendations for network and server configuration.
	 
	 	•	 	No SLA will be deemed missed due to changes to the recommended network or server
configuration, trunking or dial plans without Verizon’s prior agreement.
	 
	 	•	 	No SLA will be deemed missed due to performance impacting issues related to or
resulting from (but not limited to) rogue network devices, viruses, worms,
miss-configured unmanaged network devices attached to the LAN being managed or other
impacting events/devices beyond the scope and control of Verizon.
	 
	 	•	 	No SLAs will be available for IP PBX Platforms with less than [**] users.

Appendix B: Terms and Definitions

	 	 	 
	Terms and Definitions	 	Definition
	3rd Party Maintenance

	 	Maintenance services from third parties approved by Verizon from time
to time. The current approved 3 rd Party Maintenance
providers are [**].
	 
	 	 
	Billing Month

	 	The period of time used for the monthly invoice. This is usually a
minimum of 30 days but starts after the first of any month.
	 
	 	 
	codec

	 	Program used to convert voice signals from analog data to digital
data for transmission by the IP PBX Service and then convert the data
back to analog data to be received.
	 
	 	 
	Complete Network Management

	 	Customer’s WAN, LAN and IP PBX Networks are all under Verizon Full
Management (as defined by Customer’s WAN or LAN agreement, if any).
	 
	 	 
	CS-ACELP

	 	Conjugate Structure — Algebraic Code Excited Linear Prediction
	 
	 	 
	Customer Premise Equipment (“CPE”)

	 	Managed Service equipment located at the Site.
	 
	 	 
	Customer Service Center

	 	Service centers where Customers call in to report Managed Service
issues.
	 
	 	 
	Customer Time

	 	Time attributable to or caused by one or more of the following:

	 	•	 	Incorrect or incomplete information provided by Customer;
	 
	 	•	 	Verizon or the Verizon approved maintenance provider being
denied access to CPE or network components at the Customer location
when access is required;
	 
	 	•	 	Failure or refusal to release the Device for testing; or
	 
	 	•	 	Customer unavailability where needed to close a Trouble Ticket.

33 of 56

 

	 	 	 
	Terms and Definitions	 	Definition
	Device

	 	Any LAN networking Customer premises equipment managed by Verizon.
	 
	 	 
	IP PBX Cluster

	 	An IP PBX Cluster consists one IP PBX publisher server and one IP PBX
subscriber server with the associated publisher and subscriber
applications and an uninterruptible power supply for each server.
	 
	 	 
	Managed Service

	 	The term “Managed Service” is defined as Managed LAN, for purposes of
the SLA qualification.
	 
	 	 
	MOS

	 	Mean Opinion Score. A measurement of the voice quality of a call
ranging from a score of 1 to 5.
	 
	 	 
	MRC

	 	Modify Recurring Charge.
	 
	 	 
	Outage(s)

	 	Total loss of service such that the Customer does not have the
ability to make or receive calls.
	 
	 	 
	Partial Management

	 	One or both of either Customer’s WAN or LAN is not under Verizon Full
Management (as defined by Customer’s WAN or LAN agreement, if any).
	 
	 	 
	PCM

	 	Pulse Code Modulation
	 
	 	 
	Platform

	 	The If PBX system under Verizon management including the IP PBX
Clusters and other equipment and applications located at a Site.
	 
	 	 
	Redundant IP PBX Cluster

	 	A Redundant IP PBX Cluster is an IP PBX Cluster is duplicated in an
IP PBX Cluster located in a different physical location.
	 
	 	 
	Service Level Agreement (“SLA”)

	 	A series of performance commitments made by Verizon to the Customer.
	 
	 	 
	Site

	 	A Site is Customer’s Managed IP PBX Service location which includes
an IP PBX Platform
	 
	 	 
	Trouble Ticket

	 	A ticket opened within Verizon’s NOC from an internal Verizon report
or a report by a Customer to Verizon of either perceived Outage or
Managed IP PBX Service degradation.

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SCHEDULE 3

Voice and Data Equipment and Related Services Attachment

	 	 	 	 	 	 
	 	A. Verizon Entity Name (“Verizon”):

	 	 	B. Customer Name (“Customer”): Gomez, Inc.	 
	 	Address: 52 E. Swedenford Rd.

 City: Frazer
                State: PA
                Zip Code: 19355

	 	 	Address: 420 Bedford

City: Lexington
        State: MA
        Zip Code: 02420	 
	 	Contact Name: 

Phone Number:

	 	 	Contact Name: David Willoughiby

Phone Number: 781-778-2785	 
	 	Quote Number (if applicable) 8-2P03CT

	 	 	Customer Billing Address (if different): Same

City:
                       
   State:
                Zip Code:	 
	 

C. Select all applicable options:

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	  þ  

	 	 	New system/Service Sale
	 	 	  o  
	 	 	Adds / Upgrade to Existing System
	 	 	  o  
	 	 	Installation Services	 

												
	 	Verizon
International Equipment
	 	 	 	 	 	 	 
	 	  o  

	 	 	International Purchase and Sale (Drop Ship)	 	 	 	 	 	 	 
	 	Verizon
Maintenance Services
	 	 	 	 	 	 	 
	 	  þ  

	 	 	Data Maintenance Next Business Day Remote
	 	 	  o  
	 	 	Integrated Maintenance 24x7x2 On-Site Support	 
	 	  o  

	 	 	Data Maintenance 4-Hour Remote
	 	 	  o  
	 	 	Integrated Maintenance 24x7x2 On-Site Support	 
	 	  o  

	 	 	Data Maintenance 4-Hour On-Site
	 	 	  o  
	 	 	8x5 Switch & Phones	 
	 	  o  

	 	 	Data Maintenance 8-Hour On-Site
	 	 	  o  
	 	 	8x5 Switch & Proprietary Phones	 
	 	  o  

	 	 	Video Central Support Next Business Day On-Site
	 	 	  o  
	 	 	8x5 Switch Only	 
	 	  o  

	 	 	Video Central Support Next Business Day Remote
	 	 	  o  
	 	 	8x5 Ancillary/Auxiliary Equipment	 
	 	  o  

	 	 	Connectivity Assurance
	 	 	  o  
	 	 	8x5 Nortel Norstar	 
	 	  o  

	 	 	IP Phones Next Business Day
	 	 	  o  
	 	 	8x5 NEC Electra Elite	 
	 	  o  

	 	 	IP Telephony Application Server Platform 4-Hour Remote
	 	 	  o  
	 	 	8x5 Business Communication Manager	 
	 	  o  

	 	 	IP Telephony Application Server Platform 4-Hour On-Site
	 	 	  o  
	 	 	8x5 Centrex CPE	 
	 	  o  

	 	 	IP Telephony Application Server Platform 8-Hour On-Site
	 	 	  o  
	 	 	24x7 Centrex CPE	 
	 	  o  

	 	 	IP Telephony Software Support
	 	 	  o  
	 	 	24x7 Switch & Proprietary Phones	 
	 	  o  

	 	 	IP Telephony Software Support with Upgrades
	 	 	  o  
	 	 	24x7 Switch Only	 
	 	  o  

	 	 	Integrated Maintenance Software Support
	 	 	  o  
	 	 	24x7 Ancillary/Auxiliary Equipment & Software	 
	 	  o  

	 	 	Integrated Maintenance Software Support with Upgrades
	 	 	  o  
	 	 	24x7 Nortel Norstar	 
	 	  o  

	 	 	Integrated Maintenance 8x5x4 Advance Replacement
	 	 	  o  
	 	 	24x7 NEC Electra Elite	 
	 	  o  

	 	 	Integrated Maintenance 8x5x4 On-Site Support
	 	 	  o  
	 	 	24x7 Business Communication Manager	 
	 	  þ  

	 	 	Integrated Maintenance 8x5x4 Next Business Day Advance Replacement
	 	 	  o  
	 	 	24x7 Voice Service Plus	 
	 	  o  

	 	 	Integrated Maintenance 8x5x4 Next Business Day On-Site Support
	 	 	  o  
	 	 	Software Subscription	 
	 	  o  

	 	 	Integrated Maintenance 24x7x2 Advance Replacement
	 	 	  o  
	 	 	On-Site Technician	 
	 	  o  

	 	 	Integrated Maintenance 24x7x2 Advance Replacement
	 	 	  o  
	 	 	Supplemental Warranty Coverage (extends the standard warranty
to 24 hour coverage for major failures during the warranty
period)	 
	 	  o  

	 	 	Other	 	 	 	 	 	 	 
	 	Third Party Maintenance Services (Maintenance will be provided in accordance with the vendor’s terms and conditions and except for Customer’s obligation to pay and Sections H, I, and J the
terms and conditions herein will not apply to such maintenance services.)	 

												
	 	  o  

	 	 	Nortel Extended Service 	 	 	  o  	 	 	Other:	 
	 	  o  

	 	 	Cisco SmartNet	 	 	 	 	 
	 

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D. Payment Options:

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	  þ  

	 	 	Cash Purchase
	 	 	  o  
	 	 	E-Rate/USF Funding Application No.	 
	 	  þ  

	 	 	Lease/Financing
	 	 	  o  
	 	 	Tax Exempt No.	 
	 	 

	 	 	  þ  
	 	 	Verizon Credit Inc.	 	 	 	 	 	 	 
	 	 

	 	 	  o  
	 	 	Third Party Lease/Financing (must have prior
written approval of Verizon)	 	 	 	 	 	 	 
	 

E. Maintenance Service Billing Option:

	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	o

	 	 	Pre-paid Billing:	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	o

	 	 	Deferred Billing (deferred until
warranty expirations):	 	 	 	 	 	 	 	 	 	 	 	 	 
	 	 

	 	 	Bill deferred payment (check one):
	 	 	  þ   annually
	 	 	  o   semi-annually
	 	 	  o   quarterly
	 	 	  o   monthly	 
	 

F. Schedules (check schedules attached)

	 	 	 	 	 	 	 	 	 	 	 	 
	 	  þ  

	 	 	Equipment Sales and Installation Schedule
	 	 	  o  
	 	 	Avaya Equipment, Maintenance and Professional Services Schedule	 
	 	  o  

	 	 	Data Equipment Maintenance Schedule
	 	 	  o  
	 	 	Statement of Work (Avaya)	 
	 	  þ  

	 	 	Voice Equipment Maintenance Schedule
	 	 	  o  
	 	 	Call Center Software, Support and Professional Services Schedule	 
	 	  o  

	 	 	Verizon Integrated Maintenance Schedule
	 	 	  o  
	 	 	Quote	 
	 	  o  

	 	 	Professional Services Schedule
	 	 	  o  
	 	 	Service Plan Description(s) for Maintenance Service	 
	 	  þ  

	 	 	Statement of Work
	 	 	  o  
	 	 	E-Rate Funding Related Terms and Conditions	 
	 

	A.	 	Services. The provisions of the Agreement, this Attachment, a Statement of Work, any
applicable Schedule attached hereto and incorporated herein, and the Guide General Terms and
Conditions for Internet, Enhanced and other Non-Regulated Products and Services (the “Guide”),
will apply to any order placed by Customer for the purchase, installation and/or maintenance
of customer premises equipment and software (collectively the “System”), as well as any
professional services. Verizon may modify the Guide from time to time, in accordance with the
Agreement. Customer will pay all fees for the System as set forth on the applicable quote
and/or Statement of Work, subject to additions and deductions made by written Change Order(s).
Such fees paid for the System shall not contribute to the AVC.
	 
	B.	 	Termination.

	 	1.	 	Either party may terminate this Attachment or a Statement of Work for
convenience, in whole or in part, upon 30 days prior written notice to the other party.
If this Attachment or a Statement of Work is terminated by Customer pursuant to this
Section, or if an order under this Attachment is cancelled by Customer, Verizon has no
further responsibility under this Attachment, Statement of Work or such order, as
applicable, and Customer will promptly pay Verizon: (1) for all equipment and services
provided up to the date of termination or cancellation, as applicable; and (2) for all
expenses incurred up to the date of termination or cancellation, as applicable,
including but not limited to the costs of terminating purchase orders, return of
equipment and/or software, removal of equipment and/or software and other contractual
obligations made by Verizon to meet its obligations under this Attachment or Statement
of Work, plus a restocking fee of[**]% of the cost of any equipment cancelled or
returned.
	 
	 	2.	 	If either party fails to perform material terms of this Attachment and (i) such
failure is not cured within 30 calendar days following receipt of a default notice in
writing from the other party; or (ii) if such failure cannot reasonably be cured within
such 30 calendar days, and the defaulting party falls to uses commercially reasonable
efforts to cure such breach as soon as practicable, but in any event within 90 calendar
days following written notice, then the non-defaulting party may suspend its
performance of and/or terminate the affected service or equipment order to which the
default pertains. Upon termination of such service or equipment order, Customer is
liable for any unpaid charges for the terminated service incurred up to the time of
termination of such service and for any equipment provided up to such termination. If
such termination is due to the default of Customer, then Customer must pay the
termination liability charges as set forth in the applicable Schedule(s). This
Attachment will not be terminated, and will continue in effect, with respect to

36 of 56

 

	 	 	 	all other services and equipment that are not the subject of such default.
Termination of any service or equipment will be in addition to and not in substitution
of any other rights and remedies available to the non-defaulting party under this
Attachment, applicable law, or otherwise.
	 
	 	3.	 	Where multiple Statements of Work are associated with this Attachment, the
termination of one or fewer than all of the Statements of Work will only affect the
terminated Statements) of Work, and any additional Statement(s) of Work will remain in
effect.

	 	4.	 	Verizon reserves the right to amend the rates,
terms and conditions of maintenance service under this Attachment to be
effective upon the commencement of any renewal term and without formal
amendment of this Attachment by providing Customer written notice
thereof prior to the expiration of the then-current term. If Customer
is unwilling to accept such amended rates, terms and conditions,
Customer will provide Verizon written notice thereof prior to the
expiration of the then-current term, in which event the maintenance
service will terminate upon expiration of the then-current term.

	C.	 	Leasing Option. With Verizon’s prior written consent Customer may finance the System or any
portion thereof in a separate transaction through a third party leasing company (“Lessor”)
approved by Verizon, assign its rights and obligations with respect to payment under this
Attachment to the Lessor, and/or cause the Lessor to issue a purchase order in a form
acceptable to Verizon. Notwithstanding such transaction and/or assignment, Customer will
remain responsible for performance of all of its obligations under this Attachment, including
payment in full.
	 
	D.	 	Risk of Loss. If Verizon installs the System, risk of loss or damage to the System passes to
Customer on delivery of the System (including portions thereof) to Customer’s site. If
Verizon does not install the System, risk of loss or damage to the System (or portions
thereof) passes to Customer upon delivery to the shipper.
	 
	E.	 	Title and Security Interest. Until full payment has been rendered, Customer grants Verizon a
purchase money security interest in the System, and agrees to execute all documents necessary
to perfect that interest and, to the extent permitted by law, grants Verizon a special
power-of-attorney for the purpose of executing the necessary documents. Upon final payment,
title will pass to Customer and Verizon will release its security interest. Customer will not
grant or convey to any other person or entity a security interest in, or permit placement of a
lien on, the System unless and until Customer has paid Verizon in full for such System.
	 
	F.	 	Customer Responsibilities. Customer will:

	 	1.	 	Allow Verizon access for installation,
inspection, testing, maintenance and repair of the System and
performance of any required activity.
	 
	 	2.	 	Provide suitable building facilities for the
System in accordance with local codes, including but not limited to
ducting, conduit, structural borings, etc. for cable and conductors in
floors, ceilings and walls; electrical service with suitable terminals
and power surge protection devices; and metallic grounds with
sufficient slack in the equipment room, installed in conformity with
the National Electrical Code and local codes.
	 
	 	3.	 	Provide necessary heating, cooling, humidity
and dust control as required by manufacturer specifications.
	 
	 	4.	 	Remove existing equipment or cable that
interferes with System installation.
	 
	 	5.	 	Identify and disclose to Verizon concealed
equipment, wiring or conditions that might be affected by or might
affect the installation of the System. Customer will defend and hold
Verizon harmless from any claim, damage or liability resulting from a
failure to disclose this information.
	 
	 	6.	 	Authorize Verizon, at Customer’s expense, to
make service requests upon third parties for System interconnection
requirements, including obtaining telephone service for testing where
necessary.
	 
	 	7.	 	Designate trash deposit points on each floor on
which the System is to be installed where Verizon will place waste for
removal by Customer.
	 
	 	8.	 	Cooperate with Verizon’s requests for
assistance in testing or installation.
	 
	 	9.	 	Be responsible for providing adequate back-up
of data and for restoring data to repaired equipment.

37 of 56

 

	 	10.	 	If the System is to be connected to the public
network, be solely responsible for selection, implementation and
maintenance of security features for defense against unauthorized long
distance calling, and for payment of long distance, toll and other
telecommunications charges incurred through use of the System.
	 
	 	11.	 	Immediately notify Verizon of any anticipated
delay in building availability or inability to meet any of the above
listed requirements.

	G.	 	Changes In/Additions to System.

	 	1.	 	Customer may order additional equipment, software, and/or services pursuant to
a quote and i) a written Amendment, ii) Customer purchase order or similar document, or
iii) a System Order Document (similar to the first two (2) pages of this Attachment),
and such order will specifically reference the Agreement.
	 
	 	2.	 	Customer may, by written notice, propose changes in the System under this
Attachment and any Statement of Work (“Change Orders”) and Verizon will comply to the
extent it deems feasible and reasonable. If Verizon determines that such changes cause
an increase or decrease in the cost of or time required for performance, such
adjustments will be reflected in a written Change Order. If during installation of the
System Verizon encounters any concealed or unknown condition not expressly set forth in
the applicable Statement of Work, and such condition affects the price or schedule for
installation of the System, the price and/or the schedule will be equitably adjusted by
Change Order to cover all costs, including but not limited to labor, equipment,
materials and tools necessary to carry out the change.
	 
	 	3.	 	No Change Order will become effective as a part of this Attachment and the
applicable Statement of Work, and no changes in the System will be initiated, until the
Change Order is mutually agreed upon in writing. Verizon will not be obligated to
consider or accept any Change Order that results in a decrease of more than [**]% in
the total price of the System. Verizon may also propose changes in or additions to the
System, and may proceed with such changes upon execution by Customer and Verizon of a
written Change Order.

	H.	 	Warranty. Verizon warrants that it wit perform the services provided under this Attachment
in a good and workmanlike manner. Unless otherwise set forth in a Schedule, all
manufacturers’/publishers’ warranties for equipment and/or software provided hereunder are
passed through to Customer and warranty claims will be presented by Customer directly to the,
manufacturer/publisher. THE WARRANTIES SET FORTH IN THIS ATTACHMENT ARE IN LIEU OF ALL OTHER
WARRANTIES FROM VERIZON. IN ADDITION TO DISCLAIMERS IN THE AGREEMENT, VERIZON WILL NOT BE
LIABLE FOR UNAUTHORIZED ACCESS TO VERIZON’S OR CUSTOMER’S TRANSMISSION FACILITIES OR PREMISES
EQUIPMENT OR FOR UNAUTHORIZED ACCESS TO OR ALTERATION, THEFT OR DESTRUCTION OF CUSTOMER’S DATA
FILES, PROGRAMS, PROCEDURES OR INFORMATION THROUGH ACCIDENT, FRAUDULENT MEANS OR DEVICES, OR
ANY OTHER METHOD.
	 
	I.	 	Limitation of Liability. EXCEPT WITH RESPECT TO THE INDEMNIFICATION OBLIGATIONS SET OUT IN
SECTION J HEREOF, VERIZON’S ENTIRE LIABILITY FOR ANY OTHER DAMAGE WHICH MAY ARISE HEREUNDER,
FOR ANY CAUSE WHATSOEVER, AND REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT OR IN
TORT, INCLUDING VERIZON’S NEGLIGENCE, OR OTHERWISE, WILL BE LIMITED TO THE PURCHASE PRICE OF
THE SPECIFIC EQUIPMENT, SOFTWARE OR SERVICES GIVING RISE TO THE CLAIM. VERIZON WILL BEAR NO
LIABILITY FOR USE OF EQUIPMENT, SOFTWARE OR SERVICES PROVIDED UNDER THIS ATTACHMENT IN
CONNECTION WITH LIFE SUPPORT SYSTEMS OR DEVICES OR PUBLIC SAFETY SYSTEMS. EXCEPT AS EXPRESSLY
STATED OTHERWISE HEREIN, VERIZON WILL HAVE NO LIABILITY OR RESPONSIBILITY FOR INTEROPERABILITY
OR COMPATIBILITY OF THE SYSTEM WITH THIRD-PARTY PRODUCTS OR SYSTEMS THAT CUSTOMER MAY UTILIZE
IN CONJUNCTION WITH THE SYSTEM OR TO WHICH CUSTOMER MAY CONNECT THE SYSTEM.
	 
	J.	 	Indemnification and Defense.

	 	1.	 	Except as provided below, Verizon will defend Customer against any claim, suit,
action or proceeding alleging that equipment supplied by Verizon to Customer under this
Attachment (“Verizon supplied equipment”) infringes a valid U.S. patent or copyright
(“Claim”), and Verizon will indemnify and hold harmless Customer against any and all
finally awarded costs and expenses, including attorneys’ fees, in connection with any
such Claim.

38 of 56

 

	 	2.	 	If the use of any Verizon supplied equipment is enjoined or subject to a Claim
as described above, Verizon may, at its option and expense, either procure for Customer
the right to continue to use the equipment, replace the equipment, or relevant
component, with substantially equivalent, non-infringing equipment, or relevant
component, or modify the equipment, or relevant component, so that it becomes
non-infringing. In the event that none of the foregoing options is commercially
reasonable to Verizon, Verizon will remove the infringing Verizon supplied equipment
and refund to Customer the purchase price for the equipment less depredation for its
use. Depreciation will be calculated on a straight-line basis, assuming a useful life
of 5 years.
	 
	 	3.	 	Verizon will have no obligation for (a) any costs, fees or expenses incurred by
Customer without Verizon’s prior written consent; (b) any allegation, assertion, or
claims of intellectual property Infringement, including contributory infringement or
inducement to infringe arising out of or related to any Claim involving: (i) automated
call processing, automated voice service, automated customer service or combined live
operator/automated systems processing used in processing or completing calls, (ii)
automated bridging of more than two callers utilizing some form of “listen only”
(unilateral) communication combined with some form of interactive communication, (iii)
prepaid calling products or services, (iv) wireless telecommunications services or
support therefore, or (v) “music on hold,” service; or (c) any indirect, special,
consequential or incidental damages arising out of any Claim.
	 
	 	4.	 	Any obligation on the part of Verizon to defend and indemnify will not apply to
any Claim or portion thereof that arises from (i) any negligent or willful act or
omission by or attributable to Customer, (ii) use or operation of the Verizon supplied
equipment in combination with equipment or services provided by Customer or any third
party; (iii) any addition to or modification of the Verizon supplied equipment by
Customer, any third party or Verizon at Customer’s request; (iv) use of other than the
then current unaltered release of any software used in the Verizon supplied equipment;
or (v) any equipment, system, product, process, method or service of Customer which
otherwise infringed the U.S. patent or copyright asserted against Customer prior to
the supply of the equipment to Customer by Verizon under this Attachment.
	 
	 	5.	 	The foregoing states the entire obligation of Verizon to Customer and is
Customer’s sole and exclusive remedy with respect to any Claim of infringement of any
intellectual property right of any kind, and Verizon disclaims all other warranties and
obligations with respect to any such Claims.
	 
	 	6.	 	Customer will defend, indemnify and hold harmless Verizon, its employees,
officers, directors, agents and affiliates for damages, costs and attorneys fees in
connection with any claim arising out of (a) Customer’s use of the equipment provided
by Verizon other than as expressly indemnified by Verizon pursuant to Section J.1 of
this Attachment, (b) combination of the equipment provided by Verizon with other
equipment, software, products or services not provided by Verizon under this
Attachment, (c) modification of the equipment provided by Verizon, or (d) arising out
of the content of communications transmitted by or on behalf of Customer in the use of
the services or equipment provided by Verizon, including but not limited to libel,
slander, and invasion of privacy.
	 
	 	7.	 	Each party (the “Indemnitor”) will defend, indemnify, and hold harmless the
other party (the “Indemnitee”) against all claims and liabilities for direct damages
imposed on the indemnitee for bodily injuries, including death, and for damages to real
or tangible personal property to the extent caused by the negligent or otherwise
tortious acts or omissions of the Indemnitor, its agents or employees in the course of
performance of this Attachment
	 
	 	8.	 	The defense and indemnification obligations set forth in this Section are
contingent upon (1) the indemnitee providing the indemnitor prompt, written, and
reasonable notice of the claims, demands, and/or causes of action subject to
indemnification, (2) the indemnitee granting the indemnitor the right to control the
defense of the same, and (3) the indemnitee’s full cooperation with the indemnitor in
defense of the claim, including providing information and assistance in defending the
claim. Nothing herein, however, will restrict the indemnitee from participating, on a
non-interfering basis, in the defense of the claim, demand, and/or cause of action at
its own cost and expense with counsel of its own choosing. No settlement may be
entered into by the indemnitor on behalf of the indemnitee that includes obligations to
be performed by the indemnitee (other than payment of money that will be fully paid by
the indemnitor under Sections J.1- 7 above) without Indemnitee’s prior written
approval.

39 of 56

 

	K.	 	Purchase Order. A Customer purchase order or similar document is evidence only of Customer’s
intention to purchase a System. Except for a provision evidencing an intent to be bound by
the terms and conditions of an agreement between Customer and Verizon, the terms and
conditions of a Customer purchase order or similar document will be disregarded and have not
force or effect; instead, the terms and conditions of the relevant agreement between Customer
and Verizon will govern.
	 
	L.	 	Hazardous Substances. Except as disclosed to and acknowledged in writing by Verizon,
Customer certifies that it is not aware of the presence of any asbestos or other hazardous
substance (as defined by any applicable state, federal or local hazardous waste or
environmental taw or regulation) at any location where Verizon is to perform services under
this Attachment. If during such performance Verizon employees or agents encounter any such
substance, Customer agrees to take all necessary steps, at its own expense, to remove or
contain the asbestos or other hazardous substance and to test the premises to ensure that
exposure does not exceed the lowest exposure limit for the protection of workers. Verizon may
suspend performance under this Attachment until the removal or containment has been completed
and approved by the appropriate governmental agency and Verizon. Performance obligations
under this Attachment will be extended for the period of delay caused by said cleanup or
removal. Customer’s failure to remove or contain hazardous substances will entitle Verizon to
terminate this Attachment without further liability, in which event Customer will permit
Verizon to remove any equipment that has not been accepted, will reimburse Verizon for
expenses incurred in performing this Attachment until termination (including but not limited
to expenses associated with such termination, such as removing equipment, terminating leases,
demobilization, etc.), and will complete payment for any portion of the System that has been
accepted.
	 
	M.	 	Force Majeure. Neither party will be liable for any delay or failure in performance under
this Attachment arising out of acts or events beyond its reasonable control, including but not
limited to acts of God, war, terrorist acts, fire, flood, explosion, riot, embargo, acts of
the Government in its sovereign capacity, labor disputes, unavailability of equipment,
software or parts from vendors, or changes requested by Customer. The affected party will
provide prompt notice to the other party and will be excused from performance to the extent of
such caused delays or failures, provided that the party so affected will use reasonable
efforts to remove such causes of such delays or failures and both parties will proceed
whenever such causes are removed or cease. If performance of either party is prevented or
delayed by circumstances as described in this section for more than 90 days, either party may
terminate the affected service or Statement of Work Notwithstanding the foregoing, Customer
will not be relieved of its obligation to make any payments, including any late payment
charges as provided in the Agreement, that are duo to Verizon hereunder.
	 
	N.	 	Notices. All notices or other communication given or required by either party to the other
under this Attachment will be deemed to have been property given if hand-delivered, mailed by
certified mail return receipt requested, or sent by facsimile with confirmation of receipt or
by overnight courier. Such notices and communications will be deemed effective upon receipt.
If to Verizon, notices should be sent to Verizon National Contract Repository, 700 Hidden
Ridge, MC:HQW02L25, Irving, TX 75038, and if to Customer to the address specified on the cover
sheet. Such address may be changed by either party by notice sent in accordance with this
Section.
	 
	O.	 	Order of Precedence. In the event of conflicts among the terms of the Agreement, this
Attachment, a Statement of Work and any Schedule, the following order of precedence will apply
with the document(s) following “a” given the highest order of precedence and document(s)
following “d” given the lowest order of precedence: (a) the Schedule; (b) this Attachment; (c)
the Agreement and (d) the Statement of Work.

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Voice Equipment Maintenance Schedule

To the Voice and Data Equipment and Related Services Attachment

Verizon will provide voice equipment maintenance services in accordance with this Schedule and the
Service Description(s) which are incorporated herein (“VM Service”). Verizon reserves the right to
modify the Service Description from time to time and will provide Customer any modifications to the
Service Description at the time of renewal.

	 	A.	 	Term and Termination.

	 	1.	 	VM Service, for equipment sold and installed by Verizon with a
warranty, begins at the end of the warranty period. VM Service, for equipment
sold and installed by Verizon without a warranty, begins on the date the System
becomes operational. VM Service for equipment not sold or installed by Verizon
begins upon activation of the VM Service. VM Service shall remain in effect
for the period set forth on Page 2 of the Attachment and shall automatically
renew for additional 1 year terms at the then current undiscounted rate, unless
terminated in accordance with this Schedule or the Attachment (“Term”).
	 
	 	2.	 	Customer may terminate the VM Service upon not less than 60
days prior written notice. If Customer has pre-paid the VM Service and
terminates prior to the end of the Term, Customer will be reimbursed for the
unused portion of the VM Service, less any discount received.
	 
	 	3.	 	VM Service includes maintenance for additions to the System,
which are purchased from and installed by Verizon during the term of the
Agreement, and the warranty, if any, for such addition(s) shall run until the
first VM Service renewal date, so that the warranty period for the addition(s)
will be coterminous with the VM Service.
	 
	 	4.	 	Verizon may terminate the VM Services upon 60 days written
notice prior to the end of the then current Term.

	 	B.	 	Major/Minor System Failure. Verizon will respond to major and minor System
failures within the time specified in the applicable Service Description. A major
System failure is limited to one or more of the following:

	 	1.	 	Total inability to originate voice communications.
	 
	 	2.	 	Total inability to receive and process incoming voice
communications.
	 
	 	3.	 	In a multi-point network in which each point has a defined
street address, the total inability to originate, receive and process incoming
and outgoing voice communications.
	 
	 	4.	 	Attendant console and/or night answer position failure.

	 
	 	5.	 	[**]% or more of the trunk-side ports out of service.
	 
	 	6.	 	[**]% or more of the line-side stations and/or ports out of
service.
	 
	 	7.	 	Failure of the PBX system interface connecting to a call
accounting system.
	 
	 	8.	 	Any other failure mutually agreed to in writing by Customer and
Verizon.

A minor System failure is defined as any System failure or malfunction other than that defined as a
major System failure.

	 	C.	 	Equipment Support

	 	1.	 	In the event the manufacturer of the equipment covered by this
Schedule discontinues a piece of equipment, and/or the associated support of
such equipment, Verizon will only be obligated to provide the VM Services on
the affected equipment for the period of time that the manufacturer continues
to support such equipment. At the end of such period Verizon will cease to
support such equipment in accordance with the Service Description, but will use
commercially reasonable efforts to provide VM Service on the affected equipment
until Customer upgrades or replaces such equipment.
	 
	 	2.	 	If Verizon did not install the equipment covered by this
Schedule, Customer warrants that such equipment is in good working order and
meets all applicable manufacturer specifications. If the equipment is found
not to be in good working order and/or not in compliance with all applicable
manufacturer specifications, Verizon will be under no obligation to provide VM
Service; provided however, Customer may, upon written

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	 	 	 	notice, request Verizon to upgrade and/or repair such equipment at Verizon’s
then current time and material rate.

	 	D.	 	Exclusions. VM Service does not include:

	 	1.	 	Additions, changes, relocations, removals, operating supplies
or accessories.
	 
	 	2.	 	Operator, System Administrator and end user training except as
specifically identified.
	 
	 	3.	 	Services necessitated by accident, casualty, neglect, misuse,
intentional acts or any cause other than normal use of the System.
	 
	 	4.	 	Repairs or replacements necessitated by lightning, radio
frequency interference, power disturbances, fire, flood, earthquake, excessive
moisture, Harmful Code or any event occurring external to the System that
directly or indirectly causes a malfunction in the System, a private network to
which the System is connected, or in telephone lines, cable or other equipment
connecting the System to the public telephone network. Harmful Code means any
virus or machine-readable instructions and data designed to intentionally
disrupt the operation of the software or hardware or intentionally destroy or
damage software or hardware or data contained therein.
	 
	 	5.	 	Services necessitated by use of the System with any other
device or system not supplied or approved as to such combined use by Verizon,
or use of any part of the System in a manner not specified by Verizon.
	 
	 	6.	 	Repair or maintenance or increase in normal service time
resulting from Customer’s failure to provide a suitable environment for the
System or any other failure of Customer to perform its responsibilities.
	 
	 	7.	 	Repair or replacement of Customer-owned outside plant cable
unless specifically set forth in the applicable Statement of Work.
	 
	 	8.	 	Loss or recovery of Customer data.
	 
	 	9.	 	Upgrades, enhancements or new releases of software or firmware,
except as specifically indicated in a Service Description.

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Equipment Sales and Installation Services Schedule

To the Voice and Data Equipment and Related Services Attachment

Verizon will provide equipment and/or installation services in accordance with this Schedule and,
if applicable, the Statement(s) of Work which are incorporated herein.

	 	A.	 	Description of Service.

	 	1.	 	Verizon shall furnish all supervision, labor, equipment,
materials, supplies and all other things specified in a Statement of Work
necessary for installation of the System
	 
	 	2.	 	Customer will designate a single point of contact who will be
responsible and authorized to (i) make all decisions and give all approvals
which Verizon may need from Customer, and (ii) provide Verizon’s personnel on a
timely basis with all information, data, access and support reasonably required
for its performance under this Schedule and the applicable Statement of Work,
including but not limited to making available appropriate personnel to work
with Verizon as Verizon may reasonably request.
	 
	 	3.	 	It Customer requests that installation services be performed
outside Verizon’s normal office hours, as defined in the applicable Statement
of Work, Customer shall pay Verizon its then current time and material labor
rate. Unless Customer otherwise requests in writing Verizon will, at
Customer’s expense, apply for permits necessary for installation of the System.
Verizon shall provide Customer written notice indicating the date the System
becomes operational (the “In-Service Date”). Should Customer request delay of
installation, or should installation be delayed as a result of Customer’s
action or inaction, Verizon may store components of the System at Customer’s
risk and expense.
	 
	 	4.	 	Customer is responsible for the accuracy and completeness of
all information it provides. If information is incomplete or incorrect, or if
information is discovered during the course of the engagement that could not be
reasonably anticipated by Verizon, any additional work required thereby shall
be treated as a Customer requested change to the scope of the System and
subject to the Change Order procedure set forth in the Attachment. Verizon
will reasonably accommodate Customer requested changes prior to the In-Service
Date pursuant to a written change order executed by both parties reflecting an
appropriate adjustment in the System price and installation date.
	 
	 	5.	 	For voice Systems, Verizon will provide training, as set forth
in the Statement of Work, on how to use the System within 30 days following the
In-Service Date.
	 
	 	6.	 	Installation services are not available for antennas and
accessories associated with wireless equipment.

	 	B.	 	Warranty.

	 	1.	 	For voice equipment installed by Verizon, the warranty period
begins on the In-Service Date and continues for 12 months. If Verizon does not
install the voice equipment, warranties will be as provided by the equipment
manufacturer and are passed through to Customer, and Customer shall present any
warranty claims directly to the manufacturer.
	 
	 	2.	 	These warranties do not cover damage to or malfunction of the
System caused in whole or in part by Customer or third parties through other
than normal use of the System or caused by an event external to the System.

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SCHEDULE 4

CUSTOM SOLUTIONS SERVICE ATTACHMENT

	1.	 	SCOPE OF SERVICES.

	 	1.1	 	Services and Equipment. Verizon will provide technical, consultative and
communications services, as well as deliver any customer premises equipment (“CPE”),
reports, licensed software or other deliverables (collectively, “Deliverables”),
specified in the applicable Statements of Work (‘SOW”) agreed to under this service
attachment (“Service Attachment”). Such services and Deliverables are collectively
referred to in this Service Attachment as the “Services,” the Services under a
particular SOW are referred to as a “Project.”
	 
	 	1.2	 	Performance. Verizon controls the means, methods, places and time of its
performance of the Services (including the use of subcontractors and consultants);
references to “Verizon” in this Agreement include all Verizon agents and contractors.
While working on a Customer site, Verizon will abide by Customer’s stated security
rules for the site. Customer agrees to provide working space and facilities and any
other assistance and support that Verizon may reasonably request in order to perform
the Services. Verizon is not responsible for any failure or delay resulting from
Customer’s failure to fulfill its obligations under the Agreement in a timely manner.
Except to the extent an SOW specifies otherwise, delivery of any CPE and licensed
software will be F.O.B. point of origin and risk of loss will pass to Customer at that
time. The SOW will specify the acceptance process and criteria, if any. Except as
stated otherwise in an SOW, the Services will be deemed completed and accepted no later
than 30 days after the date of Verizon’s last invoice for the Project
	 
	 	1.3	 	SOWs and Terms & Conditions. The SOW, as supplemented by this Service
Attachment, and the master agreement (“Master Terms”) of which it is a part
(collectively, the “Agreement”) sets forth the terms and conditions for each Project.
To the extent there is any conflict between an SOW, the Service Attachment and the
Master Terms, the order of precedence is (a) SOW, (b) Service Attachment, and (c)
Master Terms. All SOWs must be in writing, follow the format of the attached SOW
template (including all required information and Conditions, as defined below), be
signed by an authorized representative of each party, and refer to the Agreement by
number or by title and date. SOWs may include Customer purchase orders as part of its
documentation but any terms and conditions contained in purchase orders are rejected,
void and have no force or effect.
	 
	 	1.4	 	Conditions. An SOW may identify key expectations on which the SOW is based
(“Conditions”). Each Party will notify the other promptly if it determines that it a
Condition has not been met or is unlikely to be met. If Verizon reasonably determines
that it has been materially and adversely affected by the failure of a Condition to be
met, and Verizon proposes an SOW amendment to cure it, the parties will work diligently
to reach agreement on an SOW amendment to cure the material, adverse effect on Verizon,
and Verizon may suspend work on the Project until the parties have reached that
agreement. The preceding sentence does not apply if Verizon reasonably could have
caused the Condition to be met but did not.
	 
	 	1.5	 	Changes to SOWs.

a. Either party may propose a change to an SOW by having its designated “Project
Manager” or “PM” submit a written Project Change Control Form to the other party’s
Project Manager: All writings under this process may be by email.

b. The Verizon PM logs the Project Change Control Form and assigns it a unique Log
number. Where Verizon pays the cost of evaluating the change, steps c and d do not
apply.

c. The Verizon PM notifies the Customer PM in writing of the cost for Verizon
evaluate the requested change, as well as any schedule and other impacts to the SOW
(“Verizon Change Evaluation Quote”).

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d. If Customer agrees in writing to the Verizon Change Evaluation Quote, then
Verizon shall perform the evaluation.

e. Upon completion of Verizon’s evaluation, Verizon’s PM provides Customer’s PM with
a proposed SOW amendment which describes the proposed changes to the Project,
including to its costs and schedules.

f. If Customer agrees in writing to the SOW amendment, then the SOW is thereby
deemed amended and both parties will perform their obligations under the SOW as
amended.

	2.	 	TERM. Either party may terminate an SOW (even before it is completed) according to the same
terms under which the Agreement could be terminated, except to the extent the SOW states
otherwise. Upon termination of an SOW or the Agreement for any reason, each party will
promptly return to the other all copies of any data, records, or materials of whatever nature
or kind, owned by the other party (or its subcontractors, consultants, or suppliers). Verizon
also will furnish to Customer any Customer-owned work in progress for which payment has been
received. Verizon may terminate an SOW if the parties have not agreed on a proposed SOW
amendment to cure the material and adverse effect on Verizon from an unmet Condition within 45
days of Verizon providing it to Customer.
	 
	3.	 	PAYMENT. Verizon will submit invoices to Customer for amounts due under the SOW. Payment
terms may include recurring, nonrecurring, work time (per hour), materials, travel, lodging,
shipping, handling, insurance and other charges as provided in the SOW. If an SOW is
terminated, Customer will pay Verizon for the Project in progress based on the percentage of
the Project, Deliverables, milestones, or other appropriate measure of work then completed
(without limiting other remedies under the Agreement or the law).
	 
	4.	 	CONFIDENTIALITY. Verizon may disclose Confidential Information to subcontractors and
consultants for the purpose of performing the Services.
	 
	5.	 	CUSTOMER’S RIGHT TO USE DELIVERABLES.

	 	5.1	 	License to use Deliverables. Verizon grants to Customer a non-exclusive,
nontransferable, license to use any Deliverables solely for Customer’s internal
business purposes during the term of any related Verizon service, including the right
to make a reasonable number of copies of such Deliverable, if applicable, except as
otherwise agreed to in an SOW.
	 
	 	5.2	 	Ownership and Confidentiality of Deliverables. As between Verizon and
Customer, all right, title and interest in any Deliverable is owned by Verizon and/or
its suppliers and any information, materials, methodologies or know-how used by Verizon
in connection with any Deliverable, is the Confidential Information of Verizon and/or
its suppliers or subcontractors, except for (a) any Customer-owned information or
materials that pre-existed the signing of this Agreement and/or that may be embedded in
any Deliverable, and (b) as otherwise agreed to in an SOW.
	 
	 	5.3	 	Verizon Reservation of Rights. Except as expressly granted herein, Customer
receives no ownership, license, or other interest in any intellectual property created
or delivered by Verizon, whether in connection with its performance of this Agreement
or otherwise.

	6.	 	WARRANTIES AND DISCLAIMERS.

	 	6.1	 	Verizon Warranty. Verizon warrants that it will perform each Project in a
professional and workmanlike manner in accordance with accepted industry standards, and
that any Deliverables will comply with the specifications agreed to by the parties in
an SOW.
	 
	 	6.2	 	Customer Warranty. Customer warrants that it owns all right, title, and
interest in and to, or has the license for and the right to grant Verizon access to,
any programs, systems, data, materials or other information furnished by Customer to
Verizon for the purpose of enabling Verizon to perform the Services.
	 
	 	6.3	 	Verizon’s Disclaimer of Warranties. The disclaimer of warranties in the Master
Terms applies to this Service Attachment (without limitation). Any Verizon warranty
applies to

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	 	 	 	customer only. This provision does not limit any rights in elements of Deliverables
granted to Customer by an equipment manufacturer or other third party through
separate license or warranty agreement. The end user warranties and sublicenses, if
any, of a CPE manufacturer pass through Verizon and inure to the benefit of
Customer.

	7.	 	INFRINGEMENT INDEMNITY.

	 	7.1	 	Verizon shall at its expense defend and indemnify Customer and any of its
affiliates to whom the Services are being provided (the “Customer Indemnitees”),
through and in the amount of final judgment or settlement of any claim, suit or other
demand asserted against a Customer Indemnitee by any third party alleging that any
Services or Deliverable as delivered by Verizon infringes a third party’s rights under
any patent, copyright, trademark, or trade secret that arises under the law of the
jurisdiction where the Services are performed or any Deliverable provided (an “IP
Action”).
	 
	 	7.2	 	Verizon is under no obligation to defend or indemnify any Customer Indemnitee
to the extent that such third party IP Action arises out of or relates to:

(i) Verizon’s compliance with any Customer Indemnitee’s specifications where such
Customer Indemnitee has requested that Services or a Deliverable be provided in a
manner other than as generally provided by Verizon;

(ii) a combination of the Services or Deliverables by any Customer Indemnitee or any
third party (other than Verizon) acting on behalf of any Customer Indemnitee with
products, services or other materials or information not provided by Verizon;

(iii) a modification of the Services or Deliverable by any Customer Indemnitee or
any third party (other than Verizon) acting on behalf of any Customer Indemnitee;

(iv) a use of the Services or Deliverable that is inconsistent with this Agreement
or related Services documentation; or

(v) Information, data, or other content provided by a user of the Services or
Deliverable.

To the extent that a third party IP Action arising out of or alleging one or more conditions stated
in (i) through (v) is asserted against Verizon or any Verizon affiliate providing any of the
Services (the “Verizon Indemnitees”), Customer shall at its expense defend and indemnify the
Verizon Indemnitees in the amount of any final judgment or settlement thereof.

	 	7.3	 	If the use of Services or Deliverables by a Customer Indemnitee is enjoined as
a consequence of any such IP Action, then Verizon shall, at its own expense take the
following actions (i) obtain for the Customer Indemnitee the right to continue using
the affected Services, or (ii) replace or modify the affected Services so that they are
functionally equivalent but non-infringing. If achievement of the foregoing is not
commercially reasonable, Verizon may terminate this Agreement or the affected Services,
without liability of either Party to the other, except for Customer’s obligation to pay
for the affected Services delivered prior to termination. Verizon also may take any of
the foregoing actions if the use of the Services by a Customer is or in Verizon’s
judgment is likely to become subject to an IP Action.
	 
	 	7.4	 	An indemnified party under this Article shall: (i) provide prompt written
notice of an IP Action to the indemnifying party (ii) cooperate with all reasonable
requests of the indemnifying party, at the indemnifying party’s expense; and (iii)
surrender exclusive control to the indemnifying party of the defense and/or settlement
of such IP Action.
	 
	 	7.5	 	This section 7 provides the sole and exclusive obligations and remedies of
Verizon and Customer in connection with any third party IP Action described in this
section or which otherwise asserts a violation of a third party’s intellectual property
rights.

	8.	 	LIMITATION OF LIABILITY.

	 	8.1	 	Third Party Products and Services. Verizon may direct Customer to third
parties having products or services which may be of interest to Customer for use in
conjunction with the Services. Notwithstanding any Verizon recommendation, referral or
introduction, Customer will independently investigate and test third-party products and
services and will have sole

46 of 56

 

	 	 	 	responsibility for determining suitability for use of third-party products and
services, and for any contracts Customer enters into without third parties. Verizon
has no liability with respect to claims related to or arising from use of
third-party products and services. This provision does not apply to the work of
subcontractors or other agents that is done on Verizon’s behalf.

	 	8.2	 	Disclaimer of Liability. Without limiting the liability disclaimers in the
Master Terms, Verizon is not liable for any loss of or damage to Customer data.
Customer is responsible for backing up all data.
	 
	 	8.3	 	Extent of Verizon’s Liability. Without limiting the liability disclaimers in
the preceding subsection and the Master Terms, the total liability of Verizon
(including subcontractors, consultants and suppliers) to Customer may not exceed the
total amount paid by Customer to Verizon directly attributable to the elements of the
Project forming the basis of the Claim, except that this limitation does not apply to
actual, direct damages to real property or tangible personal property or for personal
injury or death, resulting from Verizon’s negligence or willful misconduct. Under no
circumstances will either party be liable for damages that could have been avoided by
the other party’s exercise of reasonable diligence. No party may assert a Claim
against the other under any theory that accrued more than one year before bringing a
formal proceeding asserting the Claim.

	9.	 	INTERCONNECTION. Customer will permit Verizon to connect diagnostic software and equipment
(“Diagnostic Facilities”) to Customer’s communications network and equipment (“Customer
Network”) for purposes of performing the Services. Verizon has no liability or obligation
for: (a) the installation, operation or maintenance of the Customer Network; (b) the
availability, capacity and/or condition of the Customer Network; or (c) any adverse impact of
the Services on the Customer Network. The Diagnostic Facilities will remain the property of
Verizon, and Customer will not have any right or interest in them. Customer may not move,
alter, or attach anything to the Diagnostic Facilities without Verizon’s prior written
consent. Customer is responsible for any damage to or loss of the Diagnostic Facilities from
all causes, unless caused solely by Verizon’s negligence or willful misconduct.
	 
	10.	 	INDEPENDENT CONTRACTORS. The parties are independent contractors to one another, and nothing
in this Agreement creates an agency, partnership, or joint venture relationship between them.
Nothing in this Agreement creates an employer-employee relationship between Customer and
either Verizon or any employee or agent of Verizon.

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STATEMENT OF WORK (SOW) NO. ____

TO CUSTOMER SOLUTION SERVICE ATTACHMENT

This Statement of Work (“SOW”) amends and is a part of the Custom Solutions Service Attachment and
related master agreement (collectively “Agreement”), entered between MCI Communications Services,
Inc. d/b/a Verizon Business Services and any other Verizon affiliates identified in applicable
service attachments or the Guide (individually and collectively) (“Verizon”), and Gomez, Inc.
(“Customer), Contract ID 545035-01. Unless expressly stated otherwise in this SOW, all of the
terms and conditions related to the Services or Deliverables (attached hereto) also apply.

	1.	 	Description of Project.

	 	b)	 	Services.

	 	•	 	Approval of Managed IP Telephony design
	 
	 	•	 	Design WAN and LAN support for the IP Telephony design (as required)
	 
	 	•	 	Creation of management architecture, including access and reporting
	 
	 	•	 	Compliance with Verizon management standards
	 
	 	•	 	Ownership of documentation
	 
	 	•	 	Order, equipment, and circuit tracking
	 
	 	•	 	Site installation, implementation, and activation support
	 
	 	•	 	Implementation of management and reporting configurations Delivery to Managed
Services Operations

	 	c)	 	Scope of Work & Deliverables
	 
	 	 	 	MSD Design Engineering Phases:
	 
	 	 	 	Pre-Sales Design Review

Purpose:

Evaluate Pre-Sales design prior to customer meeting and ensure
high-level solution meets Verizon management services criteria.

Tasks:

	 	•	 	Internal kickoff call

Information Gathering

Purpose:

Collect and analyze the logical and physical characteristics for an
existing customer network, as well as its related equipment and
assets

Tasks:

	 	•	 	Customer kickoff call
	 
	 	•	 	Statement of Requirements call
	 
	 	•	 	Review Customer documentation

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	 	•	 	Customer interviews to gather detailed information about
existing WAN and LAN topology

Documentation of Requirements

Purpose:

Document the Customer’s detailed requirements and define the agreed
upon scope of the project

Tasks:

	 	•	 	Create Statement of Requirements (scope document) detailing
IP Telephony requirements
	 
	 	•	 	Statement of Requirements follow up call

Detailed Design

Purpose:

Analyze Customer’s existing network and future requirements to
develop comprehensive design

Tasks:

	 	•	 	Participate in weekly Customer project conference calls
	 
	 	•	 	Review performance history to understand possible issues
	 
	 	•	 	Validate IP Telephony design with WAN design (circuit sizing,
etc)
	 
	 	•	 	Design research as required
	 
	 	•	 	Create Quality of Service design
	 
	 	•	 	Create management access design
	 
	 	•	 	Request MSO approved IP addressing for management
	 
	 	•	 	Create reporting design
	 
	 	•	 	Verify equipment specifications
	 
	 	•	 	Verify software versions, including management compliance
	 
	 	•	 	Verify Virtual Features enabled on each entity

Design Documentation

Purpose:

Document Customer’s overall network design, which will be used during
implementation as well as for reference

Tasks:

	 	•	 	Create Customer Design Document
	 
	 	•	 	Develop IP addressing documentation

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	 	•	 	Identify required remediation and develop Statement of Work,
as necessary
	 
	 	•	 	Develop IP addressing migration plan for the customer, if
necessary
	 
	 	•	 	Create network diagrams

Implementation Engineering Hand Off

Purpose:

Ensure smooth transition from the design phase to implementation
phase

Tasks:

	 	•	 	Participation in hub site activation and site acceptance
	 
	 	•	 	Develop site level documentation for coordination
	 
	 	•	 	Create router and switch configuration templates
	 
	 	•	 	Create IP SLA (reporting) configuration templates

MSD Implementation Engineering (IE) Tier 1 Phase:

Device Installation

Purpose:

Facilitate device installation and verify connectivity.

Tasks:

	 	•	 	Work with Verizon field engineers to ensure device
interconnectivity
	 
	 	•	 	Verify in-band connectivity to each managed device from
Verizon
	 
	 	•	 	Verify out-of-band connectivity to each managed device from
Verizon
	 
	 	•	 	Verify access to IP Telephony applications on each managed
device
	 
	 	•	 	Record Serial Numbers for equipment maintenance
	 
	 	•	 	Hand off site to Implementation Engineering Tier 2

MSD Implementation Engineering (IE) Tier 2 Phases:

Site Implementation

Purpose:

Implement and activate customer sites.

Tasks:

	 	•	 	Participate in activation and site acceptance for each site
	 
	 	•	 	Create router and switch configurations for each site, where
applicable
	 
	 	•	 	Work with customer and Verizon to complete site acceptance
testing for each site

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Site Management Verification

Purpose:

Implement Verizon management parameters for each device.

Tasks:

	 	•	 	Configure SNMP for each device
	 
	 	•	 	Configure SNMP views, where applicable
	 
	 	•	 	Configure IP SLA for each site
	 
	 	•	 	Change system passwords to Verizon standards

Delivery to Managed Services Operations

Purpose:

Formally deliver each device to Managed Services Operations.

Tasks:

	 	•	 	Use site acceptance tool to verify management configuration
	 
	 	•	 	Verify Verizon spreadsheet data and attach to order
	 
	 	•	 	Verify virtual features associated with the order
	 
	 	•	 	Populate required data in Managed Services database of record

MSD Implementation Management Engagement Phases:

MSOF Audit

Purpose:

Verify accuracy of all Managed Services orders.

Tasks:

	 	•	 	Review data in each new order
	 
	 	•	 	Pursue management approval for all expedites

Site Readiness

Purpose:

Ensure each site meets prerequisites for installation.

Tasks:

	 	•	 	Ensure delivery of WAN and LAN is complete prior to IP
Telephony installation
	 
	 	•	 	Ensure prompt delivery of Customer Premise Equipment
	 
	 	•	 	Verify out of band access information

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Installation Coordination

Purpose:

Coordinate internal and external resources for site installation.

Tasks:

	 	•	 	Request dispatch of field engineer
	 
	 	•	 	Submit requests for dedicated IE Tier 1 support, where
applicable
	 
	 	•	 	Ensure all resources engage on time for each installation
	 
	 	•	 	Report field failed equipment and track re-shipment

	2.	 	Acceptance Testing Criteria for the Service or Deliverable(s)
	 
	 	 	Choose One:
	 
	 	 	Applicable as described below    o   Not Applicable þ
	 
	3.	 	Conditions (if any)
	 
	 	 	N/A
	 
	4.	 	Payment

	 	a)	 	Fee (Choose One):
	 
	 	 	 	Fixed price     þ

	 	 	 	 	 
	Contractual Pricing Component	 	Non-Recurring Total
	Managed Service Delivery and Managed Services Project
Management One-Time Charges
	 	$	[**]	 

	 	b)	 	Expenses (if applicable)
	 
	 	 	 	N/A
	 
	 	c)	 	Payment Schedule
	 
	 	 	 	Upon installation of core servers

	5.	 	Term of S0W

120 days from the execution of the VSA

	6.	 	Changes to Terms and Conditions of the Agreement related to this SOW
	 
	 	 	The charges set forth in section 4a above only apply to the initial set up and
implementation of Customer for management by Verizon. This initial setup consists of 3
servers with Call Manager Publisher and Subscriber with Unity Voicemail and Unified
Messaging.

52 of 56

 

	 	 	 	 	 	 	 	 	 
		 	Provision(s) Changed or	 	Provision(s) Added
	Title of Document (e.g. Custom Solutions Services Attachment or Master Terms)	 	Deleted	 	(if applicable)

53 of 56

 

FIRST AMENDMENT TO THE

VERIZON SERVICE AGREEMENT

     This First Amendment to the Verizon Business Service Agreement (“First Amendment”) is entered
into as of the dates set forth below, by and between Gomez, Inc. (“Customer”) and Verizon Business
Network Services Inc., as applicable, on behalf of MCI Communications Services, Inc. d/b/a Verizon
Business Service and MCI Legacy (individually and collectively “Verizon”). Provided that this
First Amendment is executed by Verizon, the rates, charges and discounts contained herein will be
effective on following Customer’s signature and delivery of this First Amendment to Verizon (“First
Amendment Effective Date”).

WITNESSETH:

     WHEREAS, Customer and Verizon entered into a Verizon Business Service Agreement executed by
Customer on March 13, 2007 with respect to certain services to be provided to Customer by Verizon,
as more particularly described therein (collectively, the Verizon Service Agreement and attachments
thereto shall be referred to as the “Agreement”);

     WHEREAS, Customer and Verizon wish to amend the Agreement to reflect certain changes.

The parties agree to amend the Agreement as follows:

	1.	 	Schedule 4 “Custom Solutions Service Attachment”; New Statement of Work No. 002. The
Agreement is hereby amended by adding the attached Statement of Work No. 0026 (“SOW”), which
such SOW is incorporated into and made a part of this First Amendment by this reference.
Verizon will provide Customer the services specified in the SOW (the “Services”) pursuant to
the terms of such SOW and Schedule 4, “Custom Solutions Service Attachment” to the
Agreement. Except as otherwise expressly stated in this First Amendment and its attachments,
the Services shall be governed by all the terms and conditions of the Agreement.
	 
	2.	 	Order of Precedence. In the event of conflicts between the terms of the Agreement as
previously amended and this First Amendment, including attachments hereto, the following order
of precedence will apply with the document(s) following “a” given the highest order of
precedence and document(s) following “d” given the lowest order of precedence: (a) this First
Amendment; (b) SOW; (c) Schedule 4; and (d) the Agreement, as previously amended.
	 
	3.	 	Definitions. All capitalized terms used herein and not expressly defined herein
shall have the respective meanings given to such terms in the Agreement.
	 
	4.	 	Entire Agreement. Except as expressly modified by this First Amendment, the
Agreement, as previously amended, shall be and remain in full force and effect in accordance
with its terms and shall constitute the legal, valid, binding and enforceable obligations of
Customer and Verizon. This First Amendment, the Agreement as previously amended, and the
applicable Verizon Tariffs and Price Guide, collectively, are the complete agreement of the
parties and supersede any prior agreements or representations, whether oral or written, with
respect thereto.
	 
	5.	 	Acceptance Deadline. The offer created by this First Amendment shall remain open and
be capable of being accepted by Customer until May 2, 2007. Any and all prior offers
made to Customer regarding the subject matter of this First Amendment, whether oral or
written, shall he superseded by this offer.

CONFIDENTIAL

Page 1 of 2

 

IN WITNESS WHEREOF, Verizon and Customer have caused this First Amendment to be duly executed by
their authorized representatives as of the dates set forth below, effective as of the First
Amendment Effective Date.

	 	 	 	 	 	 	 	 	 	 	 
	Gomez, Inc.	 	Verizon Business Network Services Inc., as applicable
	 
	 	 	 	 	 	 	 	 	 	 
	By:

	 	/s/ (illegible)
	 	By:
	 	/s/ Suleiman Hessami	 	 	 	 
	 

	 	 
	 	 	 	 	 	 	 	 
	 

	 	Name: R.(illegible)
	 	 	 	Suleiman Hessami	 	 	 	 
	 

	 	Title: VP
	 	 	 	Vice President	 	 	 	 
	 
	Date: 4/5/07
	 	Date: 04/12/2007	 	 	 	 

Page 2 of 2

 

STATEMENT OF WORK (“SOW”) NUMBER 002

TO SCHEDULE 4

CUSTOM SOLUTION SERVICE ATTACHMENT

This Statement of Work (`SOW”) amends and is a part of the Custom Solutions Service Attachment and
related master agreement (collectively “Agreement”), entered between Verizon Business Network
Services Inc., on behalf of MCI Communications Services, Inc. d/b/a Verizon Business Service
(individually and collectively “Verizon”), and Gomez, Inc., (“Customer”), executed by both parties
as of March 13, 2007. Unless expressly stated otherwise in this SOW, all of the terms and
conditions of the Agreement, including the Custom Solutions Service Attachment apply to the
Services and/or Deliverables specified herein.

	1.	 	Description of Project

	 	a)	 	Services.

	 	 	 	Verizon will perform services to relocate Customer’s existing NetScreen firewall from one
(1) of Customer’s facilities (“Current”) to another Customer facility (“Relocated”), both
located in Lexington, MA as set forth in this SOW (the “Services”).

	 	b)	 	Scope of Work.

	 	 	 	Verizon will use Customer’s NetScreen firewall that is in secondary mode at the Relocated
Customer facility for testing purposes. Subsequent to completing the testing on such
firewall, one (1) Verizon professional services engineer will assist wish the migration of
the NetScreen cluster to the Relocated Customer site in two (2) phases (“Phase I” and “Phase
II” as set forth below) during two (2) off-hour maintenance windows.
	 
	 	 	 	Specifically, Verizon will provide the following Services under this SOW:

	 	 	 	[**]

	 	c)	 	Project Manager

	 	 	 	Verizon will designate an implementation Project Manager who will have the following
responsibilities:

	 	•	 	Act as the single point of contact for this Project
	 
	 	•	 	Schedule and lead implementation meeting addressing:

	 	•	 	Scheduling-plan/actual
	 
	 	•	 	Communications issues
	 
	 	•	 	Risk identification and mitigation
	 
	 	•	 	Critical issues
	 
	 	•	 	Technical issues
	 
	 	•	 	Change Control
	 
	 	•	 	Open items

	 	•	 	Determine and direct resources necessary to meet the implementation schedule
	 
	 	•	 	Notify Customer’s Project manager when installation relays are necessary as a
result of business requirements, weather, local emergencies or other
circumstances
	 
	 	•	 	Provide Customer with the following information, as applicable:

	 	•	 	Project scope

Page 1 of 4

 

	 	•	 	Updated Network diagram(s)
	 
	 	•	 	Implementation plan
	 
	 	•	 	Implementation schedule
	 
	 	•	 	Deployment process / instructions
	 
	 	•	 	Site implementation procedures
	 
	 	•	 	Technical implementation documentation:

	 	•	 	Environmental site specifications
	 
	 	•	 	Equipment list and configurations
	 
	 	•	 	Special or unique configuration considerations

	 	•	 	Facilitate the resolution of out of scope services by way of the change
request procedures set forth in this SOW
	 
	 	•	 	Provide a status reports indicating installation site status, open issues,
updated project schedule, outstanding action items

	2.	 	Documentation to be Produced by Customer and Customer Obligations (if any)

Customer agrees to designate a Project manager who will perform the following responsibilities:

	 	•	 	Act as the single point of contact for the Verizon Project manager
	 
	 	•	 	Ensure that the appropriate Customer personnel attend implementation project
meeting(s)
	 
	 	•	 	Arrange access for Verizon installation personnel to Customer sites required
to perform the Services
	 
	 	•	 	Notify Verizon Project managers promptly when installation delays are
necessary as a result of business requirements, weather, local emergencies or
other circumstances
	 
	 	•	 	Notify the Verizon implementation Project manager as soon as possible of any
instance when “wait time” for a scheduled installation exceeds one (1) hour.
This only pertains to situations during which there was a specific scheduled
appointment and as a result of Customer delay (local contact) the technician
would not be able to gain access to perform the required installation Services
	 
	 	•	 	Identify personnel at each site who can operate Customer network applications
during scheduled implementation
	 
	 	•	 	Assure that appropriate electrical power interfaces are provided for the
Network equipment according to the product specifications and power cord lengths
	 
	 	•	 	Ensure that the pre-requisites for implementation are completed and on time
	 
	 	•	 	Ensure the Customer handbook is completed and on

	4.	 	Acceptance Testing Criteria for the Service or Deliverable(s)

	 	 	Choose One:
	 
	 	 	Applicable as described below  o  Not Applicable  þ  

	5.	 	Conditions (if any)

	 	 	Verizon will begin the Services subsequent to its completion of the Customer handbook(s) and
a review and sign-off of such handbook(s) by Customer.

Page 2 of 4

 

	6.	 	Out of Scope Services

	 	 	Any services not set forth in this SOW are considered “Out of Scope” and additional charges
may apply. Out of Scope includes the following:

	 	•	 	Any work requested by Customer to be performed during Off-Hours is considered
premium time and may be billed at the off-hours rate.
	 
	 	•	 	Off-Hours are defined as other than 9:00 a.m. to 5:00 p.m. Monday through
Friday, local time and includes weekends and Verizon and Federal observed
holidays.
	 
	 	•	 	Changes in hardware/software platform and the introduction of new
telecommunications or network technology
	 
	 	•	 	Installation/configuration changes that result from site additions or
relocation not indicated in the SOW.
	 
	 	•	 	Excessive wait time (Verizon implementation personnel waiting to perform work
in excess of 1 hour after arriving on site.)
	 
	 	•	 	Return visits by Verizon personnel due to changes in Customer requirements.

	 	Note:	 	The services described in this statement of work are based on a current
understanding of the Customer’s requirements and network topology. All services
provided herein are subject to additional technical and service discussions with the
Customer. In order to provide an appropriate quality of service, additional technical
issues may need to be addressed. In the event that the understood requirements may
change, Verizon reserves the right to modify this SOW in accordance with the Change
Control Procedures set forth below.

	7.	 	Payment Schedule

	 	a)	 	Fee (Choose One):

	 	 	Fixed price  o
	 
	 	 	Or
	 
	 	 	Time and Materials  þ

	 	b)	 	This is a Time and Materials SOW. Specifically, Verizon shall provide Customer
professional Services in accordance with the rate chart below. Customer shall pay all fees
and charges within thirty (30) days of invoice date and in accordance with the terms of the
Agreement.

RATE CHART

	 	 	 	 	 	 	 
	Services (Non-Recurring Fees)	 	Days	 	Rate/Day	 	Total
	Professional Services Travel Included in Rate

	 	[**]
	 	[**]
	 	[**]
	 

	 	 	 	TOTAL
	 	[**]

	c)	 	Expenses

Customer shall reimburse Verizon for all travel related expenses related to Verizon’s
provision of the Services. Verizon shall comply with Customer’s normal and customary
policies relating to substantiation and verification of business expenses. Examples of
travel related expenses include (but are not limited to) airfare, lodging, meals and
transportation. Verizon will bill travel expenses to Customer on a pass through basis and
these expenses are not included in the Total fees described in the fee table above.
All travel expenses shall be paid within thirty (30) days of invoice date and pursuant to
the terms of the Agreement.

Page 3 of 4

 

	7.	 	Term of SOW

The term of this SOW shall commence when Verizon begins providing Customer the Services described
herein and shall expire sixty (60) days thereafter. However notwithstanding the foregoing, Verizon
approximates that the Services shall he completed within two (2) days after Verizon commences the
Project.

	8.	 	Project Change Control Procedures

Any proposed changes to the Services shall be made pursuant to Subsection 1.5 of the Custom
Solutions Service Attachment.

Page 4 of 4

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