Document:

Exhibit 10.2

 

EXECUTION COPY

 

FIFTH AMENDMENT

 

FIFTH
AMENDMENT, dated as of May 1, 2003 (this “Amendment”), to the CREDIT AND
GUARANTEE AGREEMENT, dated as of October 24, 2000 (as amended, supplemented or
otherwise modified, the “Credit and Guarantee Agreement”), among
NORTHWEST AIRLINES CORPORATION, a Delaware corporation (“Holdings”),
NORTHWEST AIRLINES HOLDINGS CORPORATION, a Delaware corporation (“NWAC”),
NWA INC., a Delaware corporation (“NWA”) (Holdings, NWAC and NWA
collectively referred to hereafter as the “Guarantors”), NORTHWEST
AIRLINES, INC., a Minnesota corporation (the “Borrower”), the several
banks and other financial institutions or entities from time to time parties to
the Credit and Guarantee Agreement (the “Lenders”), CREDIT LYONNAIS NEW
YORK BRANCH and ABN AMRO BANK N.V., as co-documentation agents (in such
capacities, the “Co-Documentation Agents”), CITICORP USA, INC. and U.S.
BANK NATIONAL ASSOCIATION, as co-arrangers (in such capacities, the “Co-Arrangers”),
DEUTSCHE BANK TRUST COMPANY AMERICAS (f/k/a Bankers Trust Company), as
syndication agent (in such capacity, the “Syndication Agent”), JPMORGAN
CHASE BANK, as administrative agent (in such capacity, the “Administrative
Agent”), and J.P. MORGAN SECURITIES INC. and DEUTSCHE BANK SECURITIES INC.,
as joint lead arrangers and joint bookrunners (in such capacities, the “Joint
Lead Arrangers”).

 

W I T N E S S E T H:

 

WHEREAS, the
Guarantors, the Borrower, the Lenders, the Administrative Agent, the
Co-Documentation Agents, the Co-Arrangers, the Syndication Agent and the Joint
Lead Arrangers are parties to the Credit and Guarantee Agreement; and

 

WHEREAS, the
Borrower and the Guarantors have requested that the Credit and Guarantee
Agreement be amended as set forth herein;

 

NOW THEREFORE,
in consideration of the premises and the mutual covenants hereinafter set
forth, the parties hereto hereby agree as follows:

 

SECTION 1.           Defined
Terms.  Terms defined in the Credit
and Guarantee Agreement and used herein shall have the meanings given to them
in the Credit and Guarantee Agreement.

 

SECTION 2.           Amendment
to Section 7.1 (Financial Condition Covenants).  Section 7.1(b) of the Credit and Guarantee Agreement is hereby
amended and restated to read in its entirety as follows:

 

“(b)  Consolidated EBITDAR to Consolidated
Fixed Charges.  Permit the ratio of
Consolidated EBITDAR to Consolidated Fixed Charges for (i) the three-month
period ended on June 30, 2004, (ii) the six-month period ended on
September 30, 2004, (iii) the nine-month period ended December 31, 2004,
(iv) the twelve-month period ended March 31, 2005 or (v) after March
31, 2005, any period of four consecutive fiscal quarters ended on the last day
of any fiscal quarter, in each case to be less than 1.00 to 1.00.”

 

 

SECTION 3.           Conditions to Effectiveness of
this Amendment.

 

This Amendment
shall become effective on the date (the “Amendment Effective Date”) on
which the following conditions precedent have been satisfied:

 

(a)  the Administrative Agent shall have received
counterparts of this Amendment duly executed and delivered by (i) the Borrower,
(ii) the Guarantors and (iii) the Required Lenders; and

 

(b)  the Borrower shall have paid to the
Administrative Agent, for the account of each Lender which executes and
delivers this Amendment prior to 5:00 p.m., New York City time, May 13, 2003,
an amendment fee in an amount equal to the Amendment Fee Percentage (as defined
below) of the sum of (i) the Five-Year Revolving Commitment of such Lender,
(ii) the Tranche B Revolving Commitment of such Lender, and (iii) the aggregate
principal amount of any Term-Out Loans of such Lender then outstanding, in each
case as of the Amendment Effective Date. 
As used herein, the “Amendment Fee Percentage” shall mean the
percentage separately disclosed to the Lenders in connection with this
Amendment as the basis upon which the Amendment Fee Percentage shall be
calculated.

 

SECTION 4.           Payment of Expenses.  The Borrower agrees to pay or reimburse the
Administrative Agent for all of its reasonable out-of-pocket costs and expenses
incurred in connection with this Amendment and any other documents prepared in
connection herewith, including, without limitation, the reasonable fees and
disbursements of counsel to the Administrative Agent.

 

SECTION 5.           Miscellaneous.

 

(a)           Effect.  Except as expressly amended hereby, all of
the representations, warranties, terms, covenants and conditions of the Loan
Documents shall remain unamended and not waived and shall continue to be in
full force and effect.

 

(b)           Counterparts.  This Amendment may be executed by one or
more of the parties to this Amendment on any number of separate counterparts
(including by telecopy transmission), and all of said counterparts taken
together shall be deemed to constitute one and the same instrument.  A set of the copies of this Amendment signed
by all the parties shall be lodged with the Borrower and the Administrative
Agent.

 

(c)           Severability.  Any provision of this Amendment which is
prohibited or unenforceable in any jurisdiction shall, as to such jurisdiction,
be ineffective to the extent of such prohibition or unenforceability without
invalidating the remaining provisions hereof, and any such prohibition or
unenforceability in any jurisdiction shall not invalidate or render
unenforceable such provision in any other jurisdiction.

 

(d)           Integration.  This Amendment and the other Loan Documents
represent the agreement of the Loan Parties and the Lenders with respect to the
subject matter hereof, and there are no promises, undertakings, representations
or warranties by the Lenders relative to the subject matter hereof not
expressly set forth or referred to herein or in the other Loan Documents.

 

(e)           GOVERNING LAW.  THIS AMENDMENT AND THE RIGHTS AND
OBLIGATIONS OF THE PARTIES UNDER THIS AMENDMENT SHALL BE GOVERNED BY, AND
CONSTRUED AND INTERPRETED IN ACCORDANCE WITH, THE LAWS OF THE STATE OF NEW
YORK.

 

2

 

[Balance of Page Intentionally Blank]

 

3

 

IN WITNESS
WHEREOF, the parties hereto have caused this Amendment to be duly executed and
delivered by their proper and duly authorized officers as of the day and year
first above written.

 

	
   

  	
  NORTHWEST
  AIRLINES CORPORATION

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Daniel B. Matthews

  	
   

  
	
   

  	
  Name:

  	
  Daniel B.
  Matthews

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President & Treasurer

  	
   

  
	
   

  	
   

  
	
   

  	
   

  
	
   

  	
  NORTHWEST
  AIRLINES HOLDINGS CORPORATION

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Daniel B. Matthews

  	
   

  
	
   

  	
  Name:

  	
  Daniel B.
  Matthews

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President & Treasurer

  	
   

  
	
   

  	
   

  
	
   

  	
   

  
	
   

  	
  NWA INC.

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Daniel B. Matthews

  	
   

  
	
   

  	
  Name:

  	
  Daniel B.
  Matthews

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President & Treasurer

  	
   

  
	
   

  	
   

  
	
   

  	
   

  
	
   

  	
  NORTHWEST
  AIRLINES, INC.

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Daniel B. Matthews

  	
   

  
	
   

  	
  Name:

  	
  Daniel B.
  Matthews

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President & Treasurer

  	
   

  
	
   

  	
   

  
	
   

  	
   

  
	
   

  	
  JPMORGAN
  CHASE BANK, as Administrative

  Agent and as a Lender

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Matthew H. Massie

  	
   

  
	
   

  	
  Name:

  	
  Matthew H.
  Massie

  	
   

  
	
   

  	
  Title:

  	
  Managing
  Director

  	
   

  
					

 

4

 

	
   

  	
  ABN AMRO Bank, N.V., Lender

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Thomas K. Peterson 

  	
   

  
	
   

  	
  Name:

  	
  Thomas K.
  Peterson

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President

  Diversified Industries Central

  	
   

  
	
   

  	
   

  
	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ W.P. Fischer

  	
   

  
	
   

  	
  Name:

  	
  W.P. Fischer

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President

  	
   

  
					

 

5

 

	
   

  	
  THE BANK OF
  TOKYO-MITSUBISHI, LTD.,

  CHICAGO BRANCH

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Schinichiro Munechika

  	
   

  
	
   

  	
  Name:

  	
  Shinichiro
  Munechika

  	
   

  
	
   

  	
  Title:

  	
  Deputy
  General Manager

  	
   

  
					

 

6

 

	
   

  	
  BNP PARIBAS

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Brian F. Hewett

  	
   

  
	
   

  	
  Name:

  	
  Brian F. Hewett

  	
   

  
	
   

  	
  Title:

  	
  Director

  	
   

  
	
   

  	
   

  
	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Christine L. Howatt

  	
   

  
	
   

  	
  Name:

  	
  Christine L.
  Howatt

  	
   

  
	
   

  	
  Title:

  	
  Director

  	
   

  
					

 

7

 

	
   

  	
  CHANG HWA
  COMMERCIAL BANK LTD.,

  NEW YORK BRANCH

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Ming-Hsien Lin

  	
   

  
	
   

  	
  Name:

  	
  Ming-Hsien
  Lin

  	
   

  
	
   

  	
  Title:

  	
  VP &
  General Manager

  	
   

  
					

 

8

 

	
   

  	
  CHINATRUST
  COMMERCIAL BANK

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Eric Kan

  	
   

  
	
   

  	
  Name:

  	
  Eric Kan

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President

  	
   

  
					

 

9

 

	
   

  	
  CREDIT
  LYONNAIS, NEW YORK BRANCH

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Brian Bolotin

  	
   

  
	
   

  	
  Name:

  	
  Brian
  Bolotin

  	
   

  
	
   

  	
  Title:

  	
  Vice
  President

  	
   

  
					

 

10

 

	
   

  	
  CREDIT
  SUISSE FIRST BOSTON

  acting through its Cayman Islands Branch

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Joseph Adipietro

  	
   

  
	
   

  	
  Name:

  	
  Joseph
  Adipietro

  	
   

  
	
   

  	
  Title:

  	
  Director

  	
   

  
	
   

  	
   

  
	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Doreen B. Welch

  	
   

  
	
   

  	
  Name:

  	
  Doreen B.
  Welch

  	
   

  
	
   

  	
  Title:

  	
  Associate

  	
   

  
						

 

11

 

	
   

  	
  DEUTSCHE
  BANK TRUST COMPANY

  AMERICAS (f/k/a Bankers Trust Company)

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Marguerite Sutton

  	
   

  
	
   

  	
  Name:

  	
  Marguerite
  Sutton

  	
   

  
	
   

  	
  Title:

  	
  Vice
  President

  	
   

  
					

 

12

 

	
   

  	
  KREDITANSTALT
  FUR WIEDERAUFBAU

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Susanne Hockmann

  	
   

  
	
   

  	
  Name:

  	
  Susanne
  Hockmann

  	
   

  
	
   

  	
  Title:

  	
  Vice
  President

  	
   

  
	
   

  	
   

  
	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Petra Schoberth

  	
   

  
	
   

  	
  Name:

  	
  Petra
  Schoberth

  	
   

  
	
   

  	
  Title:

  	
  Senior
  Project Manager

  	
   

  
					

 

13

 

	
   

  	
  THE ROYAL
  BANK OF SCOTLAND plc

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ David Apps

  	
   

  
	
   

  	
  Name:

  	
  David Apps

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President

  	
   

  
					

 

14

 

	
   

  	
  STATE STREET
  BANK AND TRUST COMPANY

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Mary H. Carey

  	
   

  
	
   

  	
  Name:

  	
  Mary H.
  Carey

  	
   

  
	
   

  	
  Title:

  	
  Assistant
  Vice President

  	
   

  
					

 

15

 

	
   

  	
  UNION
  PLANTERS BANK

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Shea Buchignani

  	
   

  
	
   

  	
  Name:

  	
  Shea
  Buchignani

  	
   

  
	
   

  	
  Title:

  	
  Vice
  President

  	
   

  
					

 

16

 

	
   

  	
  U.S. BANK
  NATIONAL ASSOCIATION, Lender

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Mark R. Olmon

  	
   

  
	
   

  	
  Name:

  	
  Mark R.
  Olmon

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President

  	
   

  
					

 

17

 

	
   

  	
  DRESDNER
  BANK AG NEW YORK AND

  GRAND CAYMAN BRANCHES

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Thomas R. Brady

  	
   

  
	
   

  	
  Name:

  	
  Thomas R.
  Brady

  	
   

  
	
   

  	
  Title:

  	
  Director

  	
   

  
	
   

  	
   

  
	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Phillip Gass

  	
   

  
	
   

  	
  Name:

  	
  Phillip Gass

  	
   

  
	
   

  	
  Title:

  	
  Associate

  	
   

  
					

 

18

 

	
   

  	
  FIRST
  COMMERCIAL BANK, NEW YORK

  AGENCY

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Bruce M.J. Ju

  	
   

  
	
   

  	
  Name:

  	
  Bruce M.J.
  Ju

  	
   

  
	
   

  	
  Title:

  	
  VP &
  General Manager

  	
   

  
					

 

19

 

	
   

  	
  HUA NAN
  COMMERCIAL BANK, LTD.

  NEW YORK AGENCY

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Yun-Peng Chang

  	
   

  
	
   

  	
  Name:

  	
  Yun-Peng
  Chang

  	
   

  
	
   

  	
  Title:

  	
  General
  Manager & S.V.P.

  	
   

  
					

 

20

 

	
   

  	
  CITIBANK
  N.A.

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Gaylord C. Holmes

  	
   

  
	
   

  	
  Name:

  	
  Gaylord C.
  Holmes

  	
   

  
	
   

  	
  Title:

  	
  Director

  	
   

  
					

 

21

 

	
   

  	
  MIZUHO
  CORPORATE BANK, LTD.

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Raymond Ventura

  	
   

  
	
   

  	
  Name:

  	
  Raymond
  Ventura

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President

  	
   

  
					

 

22

 

	
   

  	
  MITSUBISHI
  TRUST & BANKING CORPORATION

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Ryo Magome

  	
   

  
	
   

  	
  Name:

  	
  Ryo Magome

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President

  	
   

  
					

 

23

 

	
   

  	
  SUMITOMO
  MITSUI BANKING CORPORATION

  (f/k/a THE SAKURA BANK, LTD)

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Suresh Tata

  	
   

  
	
   

  	
  Name:

  	
  Suresh Tata

  	
   

  
	
   

  	
  Title:

  	
  Senior Vice
  President

  	
   

  
					

 

24

 

	
   

  	
  MORGAN
  STANLEY SENIOR FUNDING, INC.

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
   

  	
  By:

  	
  /s/ Michael A. Hart

  	
   

  
	
   

  	
  Name:

  	
  Michael A.
  Hart

  	
   

  
	
   

  	
  Title:

  	
  Vice
  President

  	
   

  
					

 

25EXHIBIT 10.1

 

*****
Certain information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

DIMENSION DATA NETWORK SERVICES LIMITED

 

 

MASTER SERVICES
AGREEMENT

 

 

Between

 

 

DIMENSION DATA
NETWORK SERVICES LIMITED

(Hereinafter referred to as “Dimension Data”)

a Company, incorporated under the laws of England and Wales with registered
number 1505004

whose registered office is at

Dimension Data House, Brooklands Close, Sunbury-on-Thames, TW16 7DX

Fax Number: 01923 814818

 

And

 

VIA NET.WORKS Europe
Holding B.V.

 

(Hereinafter referred to as “Customer”)

a Company, incorporated under the laws of the Netherlands with registered
number [34115551]

whose registered office is at

 

	
   

  	
  H. Walaart
  Sacrestraat 401-403

  
	
   

  	
  1117 BM Schipol
  (SCHIPOL OOST)

  
	
   

  	
  The Netherlands

  
	
   

  	
  Fax Number: (0)118 951 2345

  
	
   

  
	
  And with administrative offices at:

  	
   

  
	
   

  	
   

  	
  25 Kings Road, Reading RG1 3AR

  
				

 

DATE OF AGREEMENT:

 

REFERENCE NUMBER:

 

Dimension
Data hereby agrees to furnish the Services more fully set out in the Schedules
attached to and making reference to this Agreement and Customer agrees to
accept such Services, under the terms and conditions of this Agreement and all
Schedules signed by the Parties hereto and referencing this Agreement:

 

	
  Service
  Level Agreement

  	
   

  	
   

  	
  

  
	
  Effective
  Date:

  	
   

  	
   

  
	
  Reference No:

  	
   

  	
   

  

 

 

1.                                       DEFINITIONS

 

In this
Agreement, the words detailed hereunder will have the meanings assigned to them
unless the context clearly indicates or requires otherwise.  All Schedules to this Agreement are
incorporated herein and form an integral part hereof:

 

1.1                                                         “Business
Day” means any day other than a Saturday, Sunday or bank or public holiday in
the country in which the Services are provided;

 

1.2                                                         “Effective
Date” means the date reflected in any Schedule as the date upon which the
Services listed on such Schedule will commence;

 

1.3                                                         “Element”
means any device, agent, or object listed in any Schedule hereto to be managed by
Dimension Data in accordance with the applicable Schedule, which may also
include Equipment.

 

1.4                                                         “Firmware”
means software code embedded in non-volatile pre-programmed memory present in
the system;

 

1.5                                                         “Equipment”
means the hardware products listed in any Schedule hereto;

 

1.6                                                         “Products”
means Equipment and Software;

 

1.7                                                         “Product Manufacturer” means the
manufacturer, supplier and supporter of Products to Dimension Data in order
that Dimension Data can supply Products and support at all levels to Customer;

 

1.8                                                         “Proprietary
Information” means Software, documentation (including manuals) and any other
information confidential to Dimension Data or its licensors, vendors or
manufacturers;

 

1.9                                                         “Customer Proprietary Information” means any
technical, engineering, customer, personnel, business data, specifications, or
other information which is provided by Customer to Dimension Data is labeled or
legended as “Proprietary,” “Confidential” or the like or which by its nature or
the manner in which it is disclosed, is or should be reasonably understood to
be of a confidential nature.

 

1.10                                                   “Schedule”
means any Schedule signed by the Parties from time to time, referencing this
Agreement;

 

1.11                                                   “Services”
means the Services contracted for by Customer and listed in any Schedule hereto
in relation to the specified Products, subject to the exclusions in Clause 18,
or in any Schedule;

 

1.12                                                   “Software”
means the object code version of computer programs described in any Schedule
hereto and shall include any related documentation.  Software also means the Firmware included in the Equipment;

 

1.13                                                   “this
Agreement” means this Master Services Agreement, and all Schedules attached
hereto and referencing this Agreement.

 

2.                                       COMMENCEMENT DATE OF AGREEMENT

 

This Agreement
will commence on and with effect from the Date of Agreement reflected on the
cover page of this Agreement and will continue in effect until terminated
according to its terms.

 

3.                                       TERM

 

The term in
respect of each Schedule of this Agreement will be the period stipulated in the
Schedule, commencing on the Effective Date. 
Thereafter each Schedule to this Agreement will be automatically renewed
for successive one year terms unless and until such Schedule or this Agreement
is terminated by either party by giving the other not less than 90 days prior
written notice of termination having effect at the expiry of the then current
term as specified in Schedule 1.

 

	
  Service
  Level Agreement

  	
   

  	
   

  	
  

  
	
  Effective
  Date:

  	
   

  	
   

  
	
  Reference No:

  	
   

  	
   

  

 

2

 

***** Certain information on this page has
been omitted and filed separately with the Securities and Exchange
Commission.  Confidential treatment has
been requested with respect to the omitted portions. *****

 

4.                                       SERVICES

 

4.1                                                         Dimension
Data will provide to Customer and Customer will accept and pay for the
Services.

 

4.2                                                         Schedule
1.

 

4.2.1                                                Schedule
1 sets forth the initial Services to be provided by Dimension Data to Customer
for the management of certain of Customer’s Elements.  In addition to the provisions set forth in Schedule 1 and any
Service Level Description referred to therein, the following terms shall apply:

 

4.2.1.1                                       Baseline Review.
Customer has provided an estimate of 10,319 Elements to be managed by Dimension
Data in accordance with Schedule 1. Upon execution of this Agreement, the
parties shall develop a project plan that shall include a review by Dimension
Data to confirm the number of Elements that will be included in the Service.
The Customer agrees that to the extent the number of Elements exceeds 10,319
during the term of this Agreement, it shall be liable for additional charges in
accordance with the Schedule. To the extent the number of Elements is less than
10,319, Customer shall remain liable for payment as if it was receiving the
Service for 10,319 Elements. The review shall take no longer than six (6) weeks
following the execution of this Agreement, provided that Customer provides all
information necessary during this review to allow Dimension Data to determine
which Elements are eligible for the Service.

 

4.2.1.2                                       Deployment
Phase. Upon completion of the review, Dimension Data shall commence the
deployment phase, which is expected to last no longer than two (2) months
thereafter (“Deployment Phase”), Dimension Data shall deploy the Service to all
Elements eligible for the Service as determined in Clause 4.2.1.1. Customer
shall be liable for payment of the Service during the Deployment Phase in
accordance with Schedule 1.

 

4.2.1.3                                       Service
Obligations. Dimension Data agrees that Customer shall be entitled to up to
***** percent (***** %) refund of the fees paid during any contract term
hereunder for Dimension Data’s failure to provide certain aspects of the
Service. Within one (1) month of completion of the Deployment Phase, the parties
agree to establish service parameters to which the Service can be measured on a
quarterly basis. Once agreed, these service parameters shall be attached to
this Agreement as Attachment 1 to Schedule 1. The service parameters to be
included in Attachment 1 shall be include parameters substantially similar to
those included in the “Suggested Service Parameters” attached to Schedule 1 as
Attachment 2.

 

4.2.1.4                                       Escalation and
Service Delivery. During the Deployment Phase the parties shall confirm the
Escalation Process and quarterly service review, to include provisions
substantially similar to those included in the “Escalation Process and Service
Review” attached to Schedule 1 as Attachment 3.

 

4.2.1.5                                       Change
Management Procedures. Schedule 1 and its attachments shall include change
management procedures by which Customer can relocate, add, change, or delete
any Elements receiving the Service. The parties agree that except as set forth 

 

 

	
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below, Dimension Data shall not charge
Customer for any relocation, addition or changes of any Element.  Notwithstanding the foregoing, the parties
agree that to the
extent greater than twenty-five percent (25%) of the Elements are moved in the
12 month term, Dimension Data shall have the right to charge a move fee in
accordance with the relocation fee set forth in Schedule 1.

 

4.2.1.6                                       Exit Planning. In the event either party
choose to terminate this Agreement as permitted hereunder for reasons other
than pursuant to a Customer breach of this Agreement in accordance with clause
14, Dimension Data agrees to provide support in a profession manner to minimise
any disruptions to the management of the Elements by the Customer. At any time
up to the end of the term, Dimension Data shall at a minimum provide the
following services:

 

 

•                  Provision of an
inventory database indicating the Elements (in machine-readable and
human-readable form);

•                  Configuration
details of the Elements;

•                  Soft copy of
reports available during the term of this Agreement and the termination phase
(if such phase is subsequent to the term);

•                  Permission to
use any APIs developed during the term;

•                  Development of
reports as may be required for Customer to manage its Elements subsequent to
the term of this Agreement.

 

It is agreed
that any services required of Dimension Data by Customer (i) if during the term
exceeds the scope of Schedule 1 or (ii) subsequent to the term, Dimension Data
may charge for the services at its then-current hourly rate
or as otherwise agreed by the parties.

 

4.3                                                         Customer
may order additional Services under this Agreement by signing additional
Schedule(s).  All additional Services
are subject to acceptance by Dimension Data and will be governed by the terms
and conditions of this Agreement and any agreed terms and conditions attached
to specific Schedules and signed by both parties.   Acceptance by Dimension Data will be effective when the duly
authorised representative of Dimension Data signs such Schedule(s).

 

5.                                       CHARGES AND PAYMENTS

 

5.1                                                         The
charges for Services stated on the Schedules are those in effect on the
Effective Date and may be revised to Dimension Data’s standard charges in
effect from time to time upon 90 days prior written notice to Customer before
the end of the then-current term, but revision of charges shall not be
implemented for periods already paid in advance by Customer.

 

Charges for Services will be invoiced and paid within thirty days of
receipt on invoice.  All payments shall
be effected without deduction or set-of within 30 days of the date of invoice.

 

5.2                                                         Dimension
Data shall be entitled to impose a late payment charge equal to the lesser of
1.5% per month (pro-rata for a portion of a month) of the overdue amount, or
the maximum rate allowed by law. 
Customer shall pay any such late payment charge on notification by
Dimension Data of the amount thereof and that it has exercised its rights in
terms hereof.

 

5.3                                                         Charges
for services not covered by this Agreement, services performed outside the
specified periods of coverage and commercial travel and per diem expenses not
included in the coverage will be invoiced separately at Dimension Data’s
standard service rates subject to Customer’s prior written approval.

 

5.4                                                         All
invoices shall be sent to VIA NET.WORKS Europe Holding B.V. However, VIA may
request Dimension Data to send invoices to the various VIA entities that are
receiving the Services in amounts agreed by the parties, which shall be equal
to the aggregate amount payable by VIA NET.WORKS Europe Holding B.V. In such an
event, the parties shall agree upon the new invoicing structure to ensure that
Dimension Data is not  adversely
affected. In any event VIA NET.WORKS Europe Holding B.V. shall remain liable
for all unpaid balances by any other member of the VIA Group.

 

6.                                       TAXES

 

Customer will
pay any taxes, duties or levies (including Value Added Tax) which Dimension
Data becomes obligated to pay by virtue of this Agreement but excluding taxes
based on the net income of Dimension Data. All charges referred to in clause 5
and in Schedules attached hereto are exclusive of Value Added Tax or similar
taxes.

 

 

	
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7.                                       REPLACEMENT PARTS

 

Equipment
parts, which are removed for replacement by Dimension Data, shall become the
property of Dimension Data, upon replacement by Dimension Data.  Equipment parts replaced by Dimension Data
become the property of Customer, upon installation thereof by Dimension Data.

 

8.                                       CUSTOMER’S
OPERATIONAL RESPONSIBILITIES

 

8.1                                                         Customer
has sole responsibility for use of the Equipment and Software, including
operating procedures, audit controls, accuracy and security of input and output
data, restart and recovery routines, and other procedures necessary for
Customer’s intended use of the Equipment and Software.

 

8.2                                                         Customer
will ensure that its personnel are, at all times, educated and trained in the
proper use and operation of the Equipment and Software and that the Equipment
and Software are used in accordance with applicable manuals and instructions.

 

8.3                                                         Customer
will maintain back-up data necessary to replace critical Customer data in the
event of loss or damage to such data from any cause except to the extent such
data is collected and/or stored by Dimension Data pursuant to any Schedule. Any
data lost by Dimension Data will be restored at Dimension Data cost.

 

8.4                                                         To
enable Dimension Data properly to provide Services, Customer will, in addition
to any requirements or obligations specified in any Schedule:

 

8.4.1                                                                        maintain
the operating environment in accordance with the Product Manufacturers
specifications or specifications supplied by Dimension Data at the time of
deployment;

 

8.4.2                                                                        provide
Dimension Data full access to the Software and Equipment, subject only to
Customer’s security rules;

 

8.4.3                                                                        follow
Dimension Data’s procedures for determining whether or not remedial service is
required at the time of deployment;.

 

8.4.4                                                                        follow
Dimension Data’s instructions for obtaining off-site maintenance and support,
if applicable;

 

8.4.5                                                                        fully
co-operate with the Dimension Data Support Centre in the resolution of any
reported fault;

 

8.4.6                                                                        keep
such records relating to the use and performance of the Products as may
reasonably be requested by Dimension Data from time to time and ensure that
Customer provides such records to Dimension Data’s personnel at all reasonable
times;

 

8.4.7                                                                        provide
Dimension Data with all reasonable assistance and information to assist
Dimension Data to provide the Services; and

 

8.4.8                                                                        supply
all communication interfaces (except those kept by Dimension Data on Customer
site for use by Dimension Data in the provision of the Services) required by
Dimension Data to enable it to provide any of the Services.

 

8.5                                                         To
determine eligibility and pre-requisites for Services to be deployed subsequent
to the initial deployment described in Schedule 1, Dimension Data may require
inspection, at Customer expense, of Equipment which:

 

8.5.1                                                                        has
not been maintained continuously by Dimension Data from the date of purchase or
lease by Customer; or

 

8.5.2                                                                        has
been relocated; or

 

8.5.3                                                                        requires
refurbishment; or

 

8.5.4                                                                        has
not been acquired from Dimension Data.

 

 

	
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9.                                       PROTECTION OF PROPRIETARY INFORMATION

 

9.1                                                         Customer
will keep in confidence and protect Proprietary Information from disclosure to
third parties and restrict its use as provided in this Agreement. Customer
acknowledges that unauthorised disclosure of Proprietary Information may cause
substantial economic loss to Dimension Data or its licensors.   Proprietary Information shall not be
copied, in whole or in part, except when essential for correcting, generating
or modifying Proprietary Information for Customer’s authorised use.  Customer will mark each copy, including its
storage media, with all notices which appear on the original.  This Agreement, including the Schedules
hereto, contains Proprietary Information and consequently shall not be disclosed
to any third party without the prior written consent of Dimension Data provided
that no consent shall be required for disclosure of this Agreement, including
the Schedules hereto, to the Auditor and professional advisors of Customer and
employees of Customer who Customer deems appropriate, or to any authorities who
by law are entitled thereto.

 

9.2                                                         Dimension
Data will keep in confidence and protect Customer Proprietary Information from
disclosure to third parties and restrict its use as provided in this Agreement.
Dimension Data further agrees that to the extent such Customer Proprietary
Information includes end user data Dimension Data shall abide by all applicable
data protection laws specifically by storing and protecting data in accordance
with the Attachment attached herewith as Attachment 1 “Data Protection”.  Dimension Data acknowledges that
unauthorised disclosure of Customer Proprietary Information may cause
substantial economic loss to Customer.  
Customer Proprietary Information shall not be modified in any manner
whatsoever and may be viewed or stored only in accordance with the applicable
Schedule.  No Customer Proprietary
Information shall be disclosed to any third party without the prior written
consent of Customer provided that no consent shall be required for disclosure
of any Customer Proprietary Information to any authorities who by law are
entitled thereto.

 

9.3                                                         Upon
termination or cancellation of any license agreement relevant to the Software,
Customer will at Dimension Data’s option destroy (and, in writing, certify
destruction) or return to Dimension Data all copies of the Software, the
license for which has been so terminated or cancelled and any other related
Proprietary Information in Customer’s possession (including Proprietary Information
incorporated in other software or writings).

 

9.4                                                         Upon
termination or cancellation of this Agreement Dimension Data shall return to
Customer all Customer Proprietary Information.

 

9.5                                                         Customer
will inform its auditors, professional advisers and employees of their
obligations under this clause 9 and instruct them so as to ensure such
obligations are met.

 

9.6                                                         This
clause 9 will survive termination or cancellation of this Agreement.

 

9.7                                                         This
Agreement does not transfer to Customer title to any intellectual property
contained in any Software, documentation or Proprietary Information.

 

9.8                                                         This
Agreement does not transfer to Dimension Data any rights to the Customer
Proprietary Information other than as expressly set forth in this Agreement or
in any Schedule.

 

9.9                                                         Work
Developed by the Parties.  It is agreed
that reports and supporting documentation shall be developed by Dimension Data
for Customer during the term of this Agreementsetting forth the functionality
of Customer’s network (“Data”). 
Dimension Data will disclose and promptly furnish to Customer any and
all Data. VIA shall have perpetual ownership, including copyrights, trade
secrets and other intellectual property rights in respect of the Data.Dimension
Data agrees that it shall have no right to use the Data for any purpose without
Customer’s written consent in each instance.

 

	
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10.                                 SUB-CONTRACTORS

 

Dimension Data
shall have the right to sub-contract such persons as Dimension Data in its
reasonable discretion considers necessary to enable Dimension Data to fulfill
its obligations under this Agreement. 
Dimension Data shall be liable for any breach of this Agreement caused
by any sub-contractor. Dimension Data shall use reasonable endeavours to inform
Customer of sub-contractors who are performing services for Customer.

 

11.                                 WARRANTIES AND DISCLAIMERS; INDEMNITIES

 

11.1                                                   Dimension
Data warrants that:

 

11.1.1                                                                  it
has full capacity and all necessary consents to enter into this Agreement;

 

11.1.2                                                                  the
Services will be performed by appropriately experienced and suitably qualified
personnel in a proper and professional manner, in accordance with the
applicable Schedule, good industry practice and Dimension Data’s own
established internal procedures;

 

11.1.3                                                                  it
will observe all statutory health and safety regulations currently in force and
any additional safety regulations imposed by the Customer over its premises
provided that such regulations are made available to Dimension Data and its agents;

 

11.2                                                   Warranties
for replacement parts are limited to the warranty applicable to the original
part replaced and will in no event extend the warranty period or conditions
that applied to the original part.

 

11.3                                                   Because
not all errors in Software can or need be corrected, Dimension Data does not
warrant that all Software defects will be corrected.  Similarly, Dimension Data does not warrant that the functions
contained in the Software will meet Customer’s requirements or that the
Software will operate in all combinations selected for use by Customer.

 

11.4                                                   Services
whether provided during any applicable warranty period in relation to the
Products or thereafter, do not cover repair or damage attributable to any
matters or events referred to in clause 18.

 

11.5                                                   The
warranty period for the Products will start on the date on which the Product
Manufacturers warranty period starts and shall be limited to the Product
Manufacturers warranty which shall in no event be less than ninety days from
the date of delivery.

 

11.6                                                   Except
as expressly stated in this agreement or in any Schedule, Dimension Data gives
no warranties, express or implied, by operation of law or otherwise.  Without derogating from the generality of
the foregoing, the warranties of “fitness for a particular purpose” and
“merchantability” are excluded.  Any
warranties given by Dimension Data extend solely to the customer.

 

11.7                                                   Indemnification

 

11.7.1                                                                  Dimension
Data hereby releases, and agrees to defend, indemnify and hold harmless
Customer and each of its directors, officers, agents, representatives and
employees from and against any injury, liability, suits, claims, losses or
damages of any kind or nature whatsoever for bodily injuries, property damage,
loss of life or property, and claims of third parties, (all referred to as
“Claims”) incurred in connection with actions arising out of or in any way
connected with Dimension Data’s activities or failure to act arising pursuant
to its rights or obligations under this Agreement, including its access to the
Equipment and Software, except where those Claims caused or occasioned solely
by the negligence or willful misconduct of Customer.

 

11.7.2                                                                  Customer
hereby releases, and agrees to defend, indemnify and hold harmless Dimension
Data and each of its directors, officers, agents, representatives and employees
from and against any injury, liability, suits, claims, losses or damages

 

	
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of any kind or nature whatsoever for bodily injuries, property damage,
loss of life or property, and claims of third parties, (all referred to as
“Dimension Data Claims”) incurred in connection with actions arising out of or
in any way connected with Customer’s activities or failure to act arising
pursuant to its rights or obligations under this Agreement, except where those
Dimension Data Claims caused or occasioned solely by the negligence or willful
misconduct of Dimension Data.

 

11.7.3                                                                  Dimension
Data shall not under any circumstances be obliged during the term of this
agreement, or any renewal thereof, to employ or offer any employment to a
Customer employee whose employment with the Customer has ceased for any reason.
Similarly, to the extent any law requires a transfer of any Customer employee
to Dimension Data as a result of the undertakings agreed by Dimension Data
pursuant to this Agreement, it is understood that Dimension Data shall not be
obliged to continue the employment relationship. Accordingly the Customer
hereby releases, and agrees to defend, indemnify and hold harmless Dimension
Data and each of its directors, offers, agents, representatives and employees
from and against any injury, liability, suits, claims, losses or damages of any
kind or nature whatsoever instituted by a Customer employee(s) for loss of
employment and associated salary and employment benefits arising out of or any
way connected with the rendering by Dimension Data of the Services under this
agreement or the performance of any other obligation by Dimension Data in terms
thereof

 

11.8                                                   Dimension
Data shall permit Customer to perform audits from time to time (but in no event
more than once annually) upon no less than forty-eight (48) hours’ notice to
Dimension Data for the internal systems used by Dimension Data to perform the
Service in order for Customer to determine whether DD has effective controls in
place to ensure the integrity of its systems, including but not limited to
unauthorised access or the protection of data. Only the Customer (and no other
member of the VIA Group) may perform the audit

 

12.                                 ALTERATIONS, ATTACHMENTS AND RELOCATION OF PRODUCTS

 

12.1                                                   Dimension
Data is not responsible for any malfunction, non-performance or degradation of
performance of Equipment and Software, caused by or resulting directly or
indirectly from any alteration or attachment not approved in writing by
Dimension Data.  Customer will be solely
responsible for resulting infringement, personal injury or damage to property
and Software.

 

12.2                                                   Customer
will be responsible for any relocation of Equipment.  Customer must give Dimension Data notice in accordance with the
change control procedure set forth in the applicable Schedule.

 

Equipment moved may continue to
be serviced under this Agreement, at the option of Dimension Data, subject to
Customer agreement to adjusted charges and response times.

 

13.                                 LIMITATION OF LIABILITY

 

13.1                                                   Dimension
Data’s maximum liability for any single or series of connected claims arising
out of the performance of a Service will not exceed an amount equal to the
amount paid to Dimension Data by Customer in the 12 (twelve) months preceding
the date on which the cause of action arose, in respect of the Service giving
rise to such claim. Customer’s maximum liability for any single claim arising
out of its obligations under this Agreement will not exceed an amount equal to
the amount paid to Dimension Data by Customer in the 12 (twelve) months
preceding the date on which the cause of action arose, in respect of the act or
omissions giving rise to such claim.

 

13.2                                                   In
no event will Dimension Data be liable whether claimed in breach of contract,
tort or under statute for:

 

13.2.1                                                                  any
incidental, indirect, special, punitive or consequential damages or loss,
including, but not limited to, loss of use, revenues, profits or savings; or

 

13.2.2                                                                claims,
demands or actions against Customer by any person, or payments made by or due
from Customer to third parties; or

 

	
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13.2.3                                                                loss
of or damage to Customer data from any cause except as expressly stated in any
Schedule with regard to the restoration of data collected and/or stored by
Dimension Data; or

 

13.2.4                                                                loss
of funds contained in, dispensed by or associated with the Equipment or
Software.

 

13.3                                                   In
no event will Customer be liable whether claimed in breach of contract, tort or
under statute for:

 

13.3.1                                                                any
incidental, indirect, special, punitive or consequential damages or loss,
including, but not limited to, loss of use, revenues, profits or savings; or

 

13.3.2                                                                claims,
demands or actions against Dimension Data by any person, or payments made by or
due from Dimension Data to third parties.

 

13.4                                                   The
liability of Dimension Data shall not be limited where a cause of action arises
from any of the following:

 

13.4.1                                                                fraud;

 

13.4.2                                                                Dimension
Data’s gross negligence;

 

13.4.3                                                                the
death of, or personal injury to, any person caused by negligence;

 

13.4.4                                                                under
section 12 of the Sale of Goods Act 1979;

 

13.4.5                                                                under
section 2 of the Supply of Goods and Services Act 1992.

 

13.5                                                   The
liability of Customer shall not be limited where a cause of action arises from
any of the following:

 

13.5.1                                                                fraud;

 

13.5.2                                                                Customer’s
gross negligence; or

 

13.5.3                                                                the
death of, or personal injury to, any person caused by negligence.

 

14.                                 TERMINATION, SUSPENSION AND CANCELLATION

 

14.1                                                   Either
party may terminate Services upon expiration of the applicable 12-month term by
written notice delivered at least 90 (ninety) days prior to the expiration of
that term.  Failure to give such notice
will result in the automatic renewal or extension of the Services for
additional 1 (one) year terms, until terminated by way of written notice as
aforesaid.

 

14.2                                                   Dimension
Data may suspend Services on at least 14 days prior written notice to Customer
if:

 

14.2.1                                                                  Any
undisputed payment (provided that the disputed amount is legitimately disputed
for bona fide reasons) under this Agreement is overdue by more than 10 days

 

14.2.2                                                                  any
applicable site configuration falls below the minimum configuration required by
Dimension Data.

 

14.3                                                   In
the event that any Products become obsolete and are no longer supported by the
Products Manufacturer or licensor therefor (collectively referred to as
“Obsolete Products”) Dimension Data shall be entitled to terminate this
Agreement in relation to such Obsolete Products on 90 days prior written notice
to Customer.  In this event:

 

14.3.1                                                                this
Agreement shall remain of full force and effect in respect of Products which
are not obsolete;

 

14.3.2                                                                if
Customer has paid fees and charges in advance in respect of Obsolete Products,
Customer’s account will be credited pro-rata for the period following
termination.

 

14.4                                                   Without
prejudice to other remedies available to it in terms of this Agreement,
Dimension Data may cancel this Agreement and any Schedules for default if
Customer fails to:

 

 

	
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14.4.1                                                                make
any arrear payment within 10 days; or

 

14.4.2                                                                cure
any other default within 30 days as the case may be, of receipt of written
notice calling upon Customer to make
payment or remedy the default in question.

 

14.5                                                   Without
prejudice to other remedies available to it in terms of this Agreement,
Customer may cancel this Agreement for default if, upon receipt of written
notice thereof, Dimension Data fails to cure any default within 14 days.

 

14.6                                                   Dimension Data may terminate Services on 30
days prior written notice if Dimension Data determines that Customer’s Software
modification or failure to install a revision or update will interfere with the
provision of such Services.

 

14.7                                                   Either
Party may forthwith terminate this Agreement or Schedule by giving written
notice to the other if the other Party become insolvent or bankrupt or enters
into any arrangement for the protection of its creditors or goes into
liquidation (except for the purposes of amalgamation or reconstruction and in
such manner that the Company resulting therefrom effectively agrees to be bound
by or assume the obligations imposed on that Party under this Agreement).

 

14.8                                                   Termination
or cancellation of this Agreement will not affect any rights or duties arising
under it with respect to Proprietary Information or payment of charges.

 

15.                                          NOTICES

 

15.1                                                   All
notices required by this Agreement to be given to either Party will be sent to
its address as provided on the cover page of this Agreement.

 

15.2                                                   Notices
given in terms of this Agreement shall be sent by registered mail or a
recognized overnight carrier with confirmation of receipt or delivered by hand
or sent by facsimile and shall be deemed to have been received on the date of
delivery or transmission (as the case may be) if same takes place during normal
business hours, or if not, on the next following business day, in the case of
hand delivery or facsimile transmission, or in the case of forwarding by
overnight carrier on the 1st day after depositing the notice with
the carrier or in the case of forwarding by registered mail, on the 3rd day
after posting.

 

16.                                 OTHER PROVISIONS

 

16.1                                                   All
risk of loss or damage to Equipment and Software will pass to Customer upon
delivery to Customer’s site.

 

16.2                                                   Neither
party will be liable for failure to fulfill its obligations when due to causes
beyond its reasonable control due to Acts of God, strikes or lock outs of third
parties  (“Force Majeure”). If any Force
Majeure occurs in relation to either party which affects or may affect the
performance of any of its obligations under this Agreement, it shall forthwith
notify the other party as to the nature and extent of the circumstances in question.   Neither party shall be deemed to be in
breach of this Agreement, or shall otherwise be liable to the other, by reason
of any delay in performance, or the non-performance of any of its obligations
under this Agreement to the extent that the delay or non-performance of that
obligation is due to any Force Majeure of which it has notified the other party
and the time for performance shall be extended accordingly.  If the performance by either party of any of
its obligations under this Agreement is prevented or delayed by Force Majeure
for a continuous period in excess of fourteen days, the other party shall be
entitled to terminate this Agreement by giving written notice to the party so
affected, whereupon all money due up to the point shall be paid in accordance
with the payment provisions set forth in Clause 5.1, and in particular Customer
shall pay to Dimension Data all arrears of payments.

 

16.3                                                   Any
failure or delay by either party in exercising any right or remedy will not
constitute a waiver.

 

16.4                                                   The
laws of England will govern this Agreement and the Parties accept the
non-exclusive jurisdiction of the courts of England.

 

	
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16.5                                                   This
Agreement constitutes the entire agreement between the parties with respect to
the subject matter hereof. The terms and conditions of this Agreement will
supersede all other terms and conditions submitted by Customer, and all and any
written and oral communications between the parties.

 

16.6                                                   Dimension
Data may cede its rights under this Agreement including, without limitation,
the right to receive payments, without Customer’s consent.  Dimension Data will not assign its
obligations under this Agreement without Customer’s prior written consent,
which consent shall not be withheld unreasonably.  Customer will not cede, assign or transfer its rights or
obligations under this Agreement without prior written consent of Dimension
Data, which consent shall not be withheld unreasonably; provided that Customer
may assign or transfer its rights or obligations under this Agreement to any
other member of the VIA NET.WORKS group upon written notice to Dimension Data.

 

16.7                                                   This
Agreement may be modified or added to only by a written addendum signed by a
duly authorised representative of each party.

 

16.8                                                   Each
clause and provision of this Agreement is severable, and if one or more
paragraphs or provisions are declared invalid, the remaining provisions of this
Agreement will remain in full force and effect.

 

16.9                                                   The terms
and conditions appearing in the Schedule(s) hereto are hereby incorporated into
this Agreement.  In the event of any
conflict between the terms and conditions of this Agreement and those appearing
in any Schedule(s), the terms and conditions of this Agreement shall prevail,
unless expressly stated otherwise in a Schedule.

 

17.                                          ARBITRATION

 

17.1                                                   In
the event of any dispute or difference arising between the parties hereof
relating to or arising out of this Agreement including the implementation,
execution, interpretation, rectification, termination or cancellation of this
Agreement, the parties shall forthwith meet to attempt to settle such dispute
or difference and, failing such settlement within a period of 14 (fourteen)
days, the said dispute or difference shall be submitted to arbitration in
England and finally resolved in accordance with the rules of Conciliation and
Arbitration of the International Chamber of Commerce by an arbitrator or
arbitrators appointed in accordance with those rules.  This clause will not preclude any Party from applying for or
obtaining interim relief on an urgent basis from a Court of competent jurisdiction pending a decision
of the arbitrator.

 

17.2                                                   The provisions of this clause shall continue
to be binding on the parties, notwithstanding any termination or cancellation
of this Agreement.

 

18.                                 EXCLUSIONS

 

18.1                                                   In
addition to any exclusion set out in any Schedules to this Agreement, Services
to be provided in terms of this Agreement do not include the provision of
services, nor repairs or replacements necessitated by or related to:

 

18.1.1                                                                  damage
caused by accident, fire, water, lightning, power surges or other act of God
beyond Dimension Data’s reasonable control

 

18.1.2                                                                damage
caused by riots, civil disorder, acts of violence, sabotage or similar acts of
parties not within the control of Dimension Data;

 

18.1.3                                                                damage
caused by abnormal operating conditions such as high or low temperatures or
humidity or dust levels which are beyond the published environmental
specifications of the Product Manufacturer as provided by Dimension Data;

 

18.1.4                                                                the
negligent use, abuse or misuse of Products by Customer or any third party
appointed by the Customer;

 

18.1.5                                                                damage
during any transportation of Products not carried out by Dimension Data;

 

18.1.6                                                                electrical
work, not performed by Dimension Data or its subcontractor;

 

	
  Service
  Level Agreement

  	
   

  	
   

  	
  

  
	
  Effective
  Date:

  	
   

  	
   

  
	
  Reference No:

  	
   

  	
   

  

 

 

11

 

18.1.7                                                                causes
external to the Equipment such as failure or fluctuation of electrical power;

 

18.1.8                                                                Obsolete
Products; or

 

18.1.9                                                                the
restoration of lost data from any Products, or equipment connected to Products.

 

19.                                 Non-solicitation

 

For the duration of this
Agreement and for 12months thereafter, Customer shall not directly or
indirectly, employ, solicit or offer employment (save for the employment of
such individual pursuant to placement by an employment agency) to any employee
of Dimension Data who is or was employed or involved in the provision of the
Services, nor shall it solicit, entice, encourage or persuade any such employee
to terminate his/her employment with Dimension Data.

 

 

CUSTOMER ACKNOWLEDGES HAVING READ AND UNDERSTOOD THIS AGREEMENT
(INCLUDING ALL ATTACHED SCHEDULES) AND IS NOT ENTERING INTO THIS AGREEMENT ON
THE BASIS OF ANY REPRESENTATIONS NOT EXPRESSLY SET FORTH IN IT.

 

 

Signed
for and on behalf of Customer:

 

	
   

  	
   

  	
   

  	
   

  
	
  /s/ Ray
  Walsh

  	
   

  	
  12/05/03

  	
   

  
	
  SIGNATURE

  	
  DATE

  
	
   

  	
   

  
	
  Ray Walsh

  	
   

  	
  SVP
  Operations

  	
   

  
	
  NAME
  (PRINTED)

  	
  DESIGNATION

  

 

 

Signed
for and on behalf of Dimension Data Network Services Limited.

 

	
   

  	
   

  	
   

  	
   

  
	
  /s/ Andrew
  Carlsen

  	
   

  	
  13/05/03

  	
   

  
	
  SIGNATURE

  	
  DATE

  
	
   

  	
   

  
	
  Andrew
  Carlsen

  	
   

  	
  C.O.O.

  	
   

  
	
  NAME
  (PRINTED)

  	
  DESIGNATION

  

 

	
  Service
  Level Agreement

  	
   

  	
   

  	
  

  
	
  Effective
  Date:

  	
   

  	
   

  
	
  Reference No:

  	
   

  	
   

  

 

 

12

 

Attachment 1

DATA PROTECTION

 

1                 Data Protection
Registration

 

In relation to all Personal
Data, Dimension Data shall at all times comply with the DP Regulations, as a
data controller if necessary, including maintaining a valid and up to date
registration or notification under the DPA covering the data processing
activities to be performed in connection with the Services.

 

2                 Processing of
Personal Data

 

Dimension Data:

 

2.1         shall process Personal
Data belonging to the Customer only on the instructions of the Customer
(subject to compliance with applicable law);

 

2.2         shall only undertake
processing of Personal Data reasonably required in connection with the Services
and shall not transfer any Personal Data to any country or territory outside
the European Economic Area;

 

2.3         shall use all reasonable
endeavours to procure that all relevant sub-contractors comply with this clause 2.
For the avoidance of doubt a relevant sub-contractor is one which processes
Personal Data belonging to the Customer.

 

In the
event that Dimension Data
cannot comply with this clause for any reason whatsoever, it will inform the
Customer as soon as reasonably practicable, who is then entitled to suspend the
transfer of Personal Data  and/or
terminate this Agreement.

 

3               Disclosure of
Personal Data

 

Dimension Data shall not
disclose Personal Data to any third parties other than:

 

3.1         to employees and
sub-contractors to whom such disclosure is reasonably necessary in order for
Dimension Data to carry out the Services; or

 

3.2         to the extent required
under a court order or to comply with a law;

 

provided that any disclosure
under clause 3.1
shall be made subject to written terms substantially the same as, and no less
stringent than, the terms contained in this clause 3
and that Dimension Data shall give notice in writing to the Customer of any
disclosure of Personal Data which it or a sub-contractor is required to make
under clause 3.2
immediately it is aware of such a requirement.

 

4                 Technical
Measures to Protect Personal Data

 

4.1         Dimension Data shall
bring into effect and maintain and shall use all reasonable endeavours to
ensure that all relevant sub-contractors have in effect and maintain all
reasonable technical and organisational measures necessary to prevent
unauthorised or unlawful processing of Personal Data and accidental loss or
destruction of, or damage to, Personal Data including but not limited to taking
reasonable steps to ensure the reliability and probity of Staff having access
to the Personal Data.

 

4.2         The Customer may, at
reasonable intervals, request a written description of the technical and organisational
methods employed by Dimension Data and the relevant sub-contractors referred to
in clause 4.1.  Within seven days of such a request,
Dimension Data shall supply written particulars of all such measures as it is
maintaining detailed to a reasonable level such that the Customer can determine
whether or not, in connection with the Personal Data, it is compliant with the
DP Regulations. Dimension Data shall use all reasonable endeavours to ensure
that the sub-contractors also comply with such requests.

 

5                 Personal Data
Supplied to the Customer

 

Dimension Data shall ensure
that any Personal Data it obtains and provides to the Customer has been
lawfully obtained and complies with the DP Regulations and that the use thereof
in accordance with this Agreement shall not breach any of the provisions of the
DP Regulations.

 

6                 Subject Access

 

6.1         If under the DP
Regulations, the Customer is required to provide information to a data subject
in relation to Personal Data when such data is in the possession or under the
control of Dimension Data; and the Customer informs Dimension Data in writing
that this is the case; then Dimension Data shall guarantee reasonable and
prompt co-operation to the Customer in meeting its obligations under the DP
Regulations including making copies of the relevant Personal Data to the extent
the same are in its possession.

 

13

 

6.2         Each party shall provide
the other as soon as reasonably practicable, with such information in relation
to Personal Data and their processing as the other party may reasonably request
in writing and the party asked to provide the relevant data may reasonably be
able to provide in order for the other party to:

 

6.2.1                        comply
with its obligations under this clause and the DP Regulations; and

 

6.2.2                        assess
whether the processing of these Personal Data in connection with this Agreement
is breaching or may breach the DP Regulations in a manner which is material and
not effectively sanctioned by any guidance statement issued by the applicable
Supervisory Authority.

 

7                 Data Management

 

7.1         Dimension Data and the
Customer shall each take reasonable precautions (having regard to the nature of
their respective obligations under this Agreement) to preserve the integrity of
the Personal Data and to prevent any corruption or loss thereof.

 

7.2         Dimension Data shall
ensure that a back-up copy of the Personal Data is made in accordance with the
arrangements specified in the applicable Schedules and
that such copy is recorded on media from which the Customer Data can be re-loaded
in the event of any corruption or loss of the Customer Data.

 

8                 Audit

 

Dimension
Data agrees:

 

8.1         that it will at the request of the Customer submit its facilities for
processing Personal Data under this Agreement for audit.  The audit shall be carried out by the
Customer or an inspection body composed of independent members [in possession
of the required professional qualifications, bound by a duty of
confidentiality, selected by the Customer and, where applicable, in agreement
with the Supervisory Authority.

 

8.2         that it will promptly
notify the Customer with full details of:

 

8.2.1                        any
legally binding request for disclosure of the Personal Data by a law
enforcement body (unless prohibited by law); and

 

8.2.2                        any
accidental or unauthorised access or disclosure by any identified or
unidentified person whatsoever.

 

9                 Data Protection
Indemnity

 

Dimension Data shall indemnify
and keep indemnified the Customer against all liabilities, costs, losses,
judgements, reasonable legal costs, damages, claims and expenses arising from
or incurred by it in respect of any breach of this Attachment 1
by Dimension Data.

 

Definitions

 

	
  “DP Regulation”

  	
   

  	
  the United Kingdom Data Protection Act 1998 and all
  subordinate legislation made under it and all primary and subordinate
  legislation for the time being re-enacting, consolidating or modifying the
  same and/or the equivalent national legislation implementing Directive
  95/46/EC on the protection of individuals with regard to the processing of
  personal data and on the free movement of such data in any other Member State
  of the European Union in which the Customer is established

  
	
   

  	
   

  	
   

  
	
  “data subject”

  	
   

  	
  a natural person who can be identified, directly or
  indirectly, in particular by reference to an identification number or to one
  or more factors specified to his physical, physiological, mental, economic,
  cultural or social identity

  
	
   

  	
   

  	
   

  
	
  “Personal Data”

  	
   

  	
  data relating to a data subject and transferred by
  the Customer to Dimension Data from time to time both before and after the
  Effective Date

  
	
   

  	
   

  	
   

  
	
  “the Supervisory Authority”

  	
   

  	
  the United Kingdom Information Commissioner or any
  other relevant data protection authority in the United Kingdom from time to
  time appointed or their equivalent in any other Member State in which the
  Customer is established

  

 

14

 

 

Schedule 1

 

Via Networks

 

INSITE Service
Summary

 

Version A.01

 

30th April 2003

 

 

1.1.1.1.1.1.1.1.1

Dimension
Data Network Services Ltd

 

Dimension Data House 

Brooklands Close

Sunbury-on-Thames

Middlesex

 

 

*****
Certain information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

Dimension Data primary Contact Details

 

We welcome any inquiries regarding
this document, its content, structure or scope. Inquiries should be directed
to:

 

*****

 

Confidentiality Statement

 

This document from Dimension
Data Network Services Ltd is provided solely for evaluation by Via Networks.

 

This document, or any information
contained within it, must not be provided or issued to any third party without
prior written consent of Dimension Data Network Services Ltd. This restriction
does not apply to ‘copies’ for the sole use of Via Networks staff related to
this project.

 

Ó Dimension Data

1 February 2003

2

 

Table
of Content

 

	
  1.

  	
  Pricing

  
	
  2.

  	
  Additional Pricing

  
	
  3.

  	
  Contract Term & Payment

  
	
  4.

  	
  Detail of managed elements

  
	
  4.1.

  	
  Break down of managed elements.

  
	
  5.

  	
  Dimension Data Network Services Insite Levels —
  Functionality Matrix

  
	
  5.1.

  	
  Call process.

  
	
  6.

  	
  Centre of operations.

  

 

Ó Dimension Data

1 February 2003

 

3

 

*****
Certain information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted portions.
*****

 

1                 Pricing

 

 

The pricing quoted is to manage
a total of 10319 elements as presented in section 2.1 Break down of
managed elements Figure 1.

 

	
  Summary of
  elements:

  
	
   

  
	
  Level 1

  	
   

  	
  923 elements

  
	
   

  	
   

  	
   

  
	
  Level 2

  	
   

  	
  166 elements

  
	
   

  	
   

  	
   

  
	
  Level 3

  	
   

  	
  9230
  elements

  

 

Once off Deployment cost of
*******
US Dollars and an annual cost of ********* US Dollars.

 

Ó Dimension Data

1 February 2003

 

4

 

*****
Certain information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

2.              Additional Pricing

 

1.Additional Pricing Moving
Forward Per Element Per Year.

 

	
  Sliding Scale discount structure

  	
   

  
	
  Elements

  	
   

  	
  Cost per Element

  	
   

  
	
  10,000 — 12,500

  	
   

  	
  $

  	
  *****

  	
   

  
	
  12,501 — 15,000

  	
   

  	
  $

  	
  *****

  	
   

  
	
  15,001 — 17,500

  	
   

  	
  $

  	
  *****

  	
   

  
	
  17,501 — 20,000

  	
   

  	
  $

  	
  *****

  	
   

  
	
  20,001 +

  	
   

  	
  $

  	
  *****

  	
   

  

 

The Deployment charge for
additional Moves Adds & Changes (Relocation) *****.

 

	
  Sliding Scale discount structure

  	
   

  
	
  Agent

  	
   

  	
  $ ***** per Base Agent

  	
   

  
	
  Agents

  	
   

  	
  Cost per AIM Agent

  	
   

  
	
  1 — 4

  	
   

  	
  $

  	
  *****

  	
   

  
	
  5 — 9

  	
   

  	
  $

  	
  *****

  	
   

  
	
  10 — 24

  	
   

  	
  $

  	
  *****

  	
   

  
	
  25 — 49

  	
   

  	
  $

  	
  *****

  	
   

  
	
  50 — 74

  	
   

  	
  $

  	
  *****

  	
   

  
	
  75 — 99

  	
   

  	
  $

  	
  *****

  	
   

  
	
  100 +

  	
   

  	
  $

  	
  *****

  	
   

  

 

Ó Dimension Data

1 February 2003

 

5

 

*****
Certain information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

3.              Contract Term & Payment

 

The contract term for this
agreement will be for an initial period of 12 months starting from Point of
signature to the Master Services Agreement. Dimension Data will require a
Purchase Order from Via Networks for the initial term.

 

Payment terms for this
agreement shall be $***** deployment to be invoiced on contract
signature. Thereafter for the following months until the whole network is
deployed Dimension Data will invoice Via NET.WORKS at the end of the month for *****.

 

Once the whole network is
deployed. Dimension Data will issue an invoice quarterly in advance throughout
the contract term.

 

Dimension Data will invoice VIA
NET.WORKS thirty days prior to service commencement. for the subsequent period.
For example the first invoice would be raised 1st April 2003 with
service commencing 1st May 2003 & the second invoice raised 1st
June 2003  for service commencement 1st
July 2003.

 

Ó Dimension Data

1 February 2003

 

6

 

4.              Detail of managed elements 

 

4.1       Break down of managed elements.

 

	
  MANAGED

  OBJECTS

  	
   

  	
  LEVEL-

  1

  	
   

  	
  LEVEL-

  2

  	
   

  	
  LEVEL-

  3

  	
   

  	
  TOTAL

  	
   

  	
  24-

  HOUR

  	
   

  
	
  Routers

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  1,959

  	
   

  	
  1,959

  	
   

  	
  1,959

  	
   

  
	
  Bridges,
  Brouters

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  N/A

  	
   

  	
  0

  	
   

  	
  0

  	
   

  
	
  Switch
  / Chassis

  	
   

  	
  0

  	
   

  	
  166

  	
   

  	
  N/A

  	
   

  	
  166

  	
   

  	
  166

  	
   

  
	
  Switch
  Ports

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  3,000

  	
   

  	
  3,000

  	
   

  	
  3,000

  	
   

  
	
  Switch
  Router Blades

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  N/A

  	
   

  	
  0

  	
   

  	
  0

  	
   

  
	
  WAN
  Links

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  3,971

  	
   

  	
  3,971

  	
   

  	
  3,971

  	
   

  
	
  PVC’s
  (DLCI Pairs)

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  0

  	
   

  
	
  Server
  H/W Platforms

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  300

  	
   

  	
  300

  	
   

  	
  300

  	
   

  
	
  Server
  Applications

  	
   

  	
  N/A

  	
   

  	
  N/A

  	
   

  	
  N/A

  	
   

  	
  0

  	
   

  	
  0

  	
   

  
	
  Hubs

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  N/A

  	
   

  	
  0

  	
   

  	
  0

  	
   

  
	
  Generic
  SNMP devices

  	
   

  	
  923

  	
   

  	
  N/A

  	
   

  	
  N/A

  	
   

  	
  923

  	
   

  	
  923

  	
   

  
	
  Call
  Managers

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  0

  	
   

  
	
  IP
  Phones

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  0

  	
   

  	
  0

  	
   

  
	
  TOTAL
  OBJECTS

  	
   

  	
  923

  	
   

  	
  166

  	
   

  	
  9,230

  	
   

  	
  10,319

  	
   

  	
  10,319

  	
   

  

 

Figure 1 – Matrix of managed elements required
by Via Networks.

 

Dimension Data
shall provide the Insite managed service to VIA NET.WORKS in accordance with
this Schedule. Insite, Dimension
Data’s online, real-time monitoring and managed service consists of Level1,
Level2 and Level3 services. The above matrix details the level of service
required by VIA NET.WORKS. Dimension Data will monitor the VIA NET.WORKS
network 24hr x 7dys x 365dys a year and report any faults to VIA NET.WORKS in
accordance with the level of service that VIA has purchased for each managed
element. Further definition of the various levels of service within Insite can
be found in Appendices A, B & C, attached hereto.

 

Elements
coved by Insite Level3:

 

Routers                                                      1959

 

Switch Ports                             3000

 

Wan Links                                      3971

 

Server H/W                                 300

 

Elements
coved by Insite Level2:

 

Switch/Chassis              166

 

Elements
coved by Insite Level1:

 

Generic SNMP devices                      923

 

Ó Dimension Data

1 February 2003

 

7

 

*****
Certain information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

5.              Dimension Data Network Services Insite
Levels – Functionality Matrix

 

	
  1

  	
   

  	
  Insite Deployment

  	
   

  	
  Cisco

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	
  1.1

  	
   

  	
  Basic Deployment

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  1.2

  	
   

  	
  Physical Site Deployment

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
  1.3

  	
   

  	
  Implementation of Authentication Service

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
  1.4

  	
   

  	
  6 Week Baseline Review

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  
	
  1.5

  	
   

  	
  Configuration Baseline

  	
   

  	
  *

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  2

  	
   

  	
  Fault Management

  	
   

  	
   

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	
  2.1

  	
   

  	
  Reactive Device/Agent/Port Monitoring

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  2.2

  	
   

  	
  Carrier Management Service (WAN only)

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  2.3

  	
   

  	
  Call Management Centre

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  2.4

  	
   

  	
  Incident Management

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  2.5

  	
   

  	
  Escalations Management

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  2.6

  	
   

  	
  Multi-dimensional Notification Management

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  2.7

  	
   

  	
  Priority Call Management

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  2.8

  	
   

  	
  ISDN Link Management (WAN only)

  	
   

  	
  *

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
  2.9

  	
   

  	
  Out of Band Management

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  Optional

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  3

  	
   

  	
  Service Level Performance Parameters

  	
   

  	
   

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	
  3.1

  	
   

  	
  Initial Notification (N1 from Time 0)

  	
   

  	
   

  	
   

  	
  ***** mins

  	
   

  	
  ***** mins

  	
   

  	
  ***** mins

  
	
  3.2

  	
   

  	
  Investigation Notification (N2 from Time 0)

  	
   

  	
   

  	
   

  	
  ***** mins

  	
   

  	
  ***** mins

  	
   

  	
  ***** mins

  
	
  3.3

  	
   

  	
  Update Intervals (N3 — Can be parked)

  	
   

  	
   

  	
   

  	
  ***** mins

  	
   

  	
  ***** mins

  	
   

  	
  ***** mins

  
	
  3.4

  	
   

  	
  Restoration Notification (N4)

  	
   

  	
   

  	
   

  	
  ***** mins

  	
   

  	
  ***** mins

  	
   

  	
  ***** mins

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  4

  	
   

  	
  Configuration Management

  	
   

  	
   

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	
  4.1

  	
   

  	
  GSOA Configuration Management

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  

 

Ó Dimension Data

1 February 2003

 

8

 

	
  4.2

  	
   

  	
  Basic Device Configuration Management (WAN only)

  	
   

  	
  *

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  4.3

  	
   

  	
  Enhanced Configuration Management (WAN only)

  	
   

  	
  *

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  
	
  4.4

  	
   

  	
  Ad hoc Reconfiguration Service (WAN only)

  	
   

  	
  *

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
  4.5

  	
   

  	
  Managed Device Database

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  4.6

  	
   

  	
  Customer Updated Diagrams

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
   

  
	
  4.7

  	
   

  	
  Online Network Diagrams

  	
   

  	
  *

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
  4.8

  	
   

  	
  TCP/IP Address Management

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  Optional

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  5

  	
   

  	
  Change Management

  	
   

  	
   

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	
  5.1

  	
   

  	
  Network Change Management

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  
	
  5.2

  	
   

  	
  Q&A and Impact Analysis

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  6

  	
   

  	
  Security Management

  	
   

  	
   

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	
  6.1

  	
   

  	
  Secure Network Connection

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  6.2

  	
   

  	
  Basic Access Control (WAN & CAMPUS only)

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  
	
  6.3

  	
   

  	
  Device Security Management (WAN & CAMPUS only)

  	
   

  	
  *

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
  6.4

  	
   

  	
  Access Audit Trails (WAN & CAMPUS only)

  	
   

  	
  *

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  7

  	
   

  	
  Insite Service Portal Functionality

  	
   

  	
   

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	
  7.1

  	
   

  	
  Live Events Screens

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  7.2

  	
   

  	
  Service Call Review

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  7.4

  	
   

  	
  Service Request Logging

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  7.5

  	
   

  	
  Managed Device Information

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  7.6

  	
   

  	
  Historical Events Reporter

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  8

  	
   

  	
  Performance Management

  	
   

  	
   

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	
  8.1

  	
   

  	
  Live Device Metric Graphs

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	
  8.2

  	
   

  	
  Service Health Reports:

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
   

  	
   

  	
  Monthly

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  
	
   

  	
   

  	
  Weekly

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  
	
   

  	
   

  	
  Daily

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
  8.3

  	
   

  	
  Service Level Reports

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  

 

Ó Dimension Data

1 February 2003

 

9

 

	
  8.4

  	
   

  	
  At-a-Glance Reports

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	 
	
  9

  	
   

  	
  Threshold Management

  	
   

  	
   

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	 
	
  9.1

  	
   

  	
  Threshold Event Reporting

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  	
   

  	
  b

  
	 
	
  9.2

  	
   

  	
  Threshold Monitoring

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  
	 
	
  9.3

  	
   

  	
  Critical Threshold Notification

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  
	 
	
  9.4

  	
   

  	
  Major Threshold Notification

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	 
	
  9.5

  	
   

  	
  Configurable Thresholds

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  
	 
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	 
	
  10

  	
   

  	
  Proactive Engineering

  	
   

  	
   

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	 
	
  10.1

  	
   

  	
  Weekly Events Analysis

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	 
	
  10.2

  	
   

  	
  Analysis of “Situations to watch”

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	 
	
  10.3

  	
   

  	
  Fortnightly Configuration Analysis (WAN only)

  	
   

  	
  *

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  
	 
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	 
	
  11

  	
   

  	
  Service Delivery Management

  	
   

  	
   

  	
   

  	
  LEVEL-1

  	
   

  	
  LEVEL-2

  	
   

  	
  LEVEL-3

  
	 
	
  11.1

  	
   

  	
  Service Delivery Management

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	 
	
  11.2

  	
   

  	
  Quarterly Meetings

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
   

  	
   

  	
   

  
	 
	
  11.3

  	
   

  	
  Monthly Meetings

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  b

  	
   

  	
  b

  
																			

 

* – This functionality is
available for Cisco networking equipment, Fore Systems and SNMP based switches.

 

5.1.    Call
process.

 

Dimension Data’s call
management centre will only accept calls from VIA NET.WORKS and their carriers.
Please refer to the Insite service level definition document. Dimension Data
will not accept any calls directly from any VIA NET.WORKS customers.

 

Ó Dimension Data

1 February 2003

 

10

 

6.              Centre of operations.

 

Dimension
Data will deliver the Insite service to VIA NET.WORKS through the Sunbury
operations centre. This proposal allows for connectivity between Dimension Data
and VIA NET.WORKS by means of 2 x 1Meg links this will ensure redundancy in the
event of a link failure.  The primary
link will be between Dimension Data House, Brooklands Close, Sunbury-on-Thames,
Middlesex, TW16 7DX and Telehouse, Docklands, Coriander Avenue, London, E14
2AA.

 

A secondary
link between Dimension Data and VIA NET.WORKS will be procured to TeleHouse.

 

Further links from Dimension Data are available to Via
Network sites or countries at additional cost above the submitted cost.

 

Ó Dimension Data

1 February 2003

 

11

•                  Attachment 1a

 

Service Parameters for Service Credits

 

Ó Dimension Data

1 February 2003

 

12

Attachment 2 Suggested Service parameters

 

•                  Notification
Timeframes – based upon timeframes stated in each Service Level Description
with a service level attached thereto, e.g., 99.9% of the time.

 

•                  Resolution of Call Updates  –based upon timeframes stated in each
Service Level Description with a service level attached thereto, e.g., 99.9% of
the time.

 

•                  Timely Reporting  –based upon timeframes stated in each Service Level Description
with a service level attached thereto, e.g., 99.9% of the time.

 

•                  Service Uptime - based upon timeframes
stated in each Service Level Description with a service level attached thereto,
e.g., 99.9% of the time. The Service is to be performed 7x24hr x 365dys. If the
Service Level should fall below this level the parties shall immediately review
the cause and agree to a mutually agreed timeframe to resolve any fault prior
to Customer seeking any termination of the Agreement (subject always to clause
14.5 of the Master Services Agreement).

 

•                  Change Management – Dimension Data can
respond to a change request within 4 hours of the customer requesting the
change, but will require a period of 36 hours to update all internal systems to
enable service reporting. Should there be an issue with regards to the timing
of requests being actioned there will be a clearly defined escalation path for
the client to seek immediate remedy to any such issues through a Service
Delivery Manager this will be outlined through the deployment phase.

 

•                  Reports – All reports required under the
Agreement shall be available within 4 hours after the delivery date of the
scheduled reports, although they will not include any changes that have been
acknowledged by Dimension Data within the previous 36 hours as all internal
systems may not have been modified of the change. Should there be an issue with
regards to the timing of requests being actioned there will be a clearly
defined escalation path for the client to seek immediate remedy to any such
issues through a Service Delivery Manager this will be outlined through the
deployment phase.

 

•                  7x24x365 Service – The Service is to be
performed 7x24hr x 365dys. If the Service Level should fall below this level
the parties shall immediately review the cause and agree to a mutually agreed
timeframe to resolve any fault prior to Customer seeking any termination of the
Agreement (subject always to clause 14.5 of the Master Services Agreement).

 

Ó Dimension Data

1 February 2003

 

13

 

	
  Operational
  Service

  	
   

  	
   

  	
  

  

 

 

Attachment
3 Escalation Process and Service Review

 

Preparation

 

	
  Action

  	
   

  	
  Name

  	
   

  	
  Date

  
	
  Prepared by:

  	
   

  	
  Libby Harris

  	
   

  	
  03.12.02

  

 

Release

 

	
  Version

  	
   

  	
  Date

  Released

  	
   

  	
  Change
  Notice

  	
   

  	
  Pages
  Affected

  	
   

  	
  Remarks

  
	
  1.0

  	
   

  	
  03.12.02

  	
   

  	
  Released

  	
   

  	
  All

  	
   

  	
  1st Draft

  

 

	
  www.didata.com

  	
  Confidential Page #1

  

 

	
  Operational
  Service

  	
   

  	
   

  	
  

  

 

1.              Overview

 

Dimension Data operate in accordance with strict escalation process
to ensure that all customers are delivered a high level of service.  This document is designed to show this
process and provide all details needed to access both the Operations Centre and
the Escalation Process.

 

2.              Technical
Operational Support Escalation Procedure

 

Dimension Data provides access to The Network Support Centre for
technical support 24 hours a day; 7 day’s a week.

 

Access is gain through the following methods.

 

•                  Phone - +44 (0)
1932 815555

•                  E-mail -
support@uk.didata.com

•                  Portal –
https://services.eu.didata.com

 

Dimension Data Communication Centre will log the call on their call
tracking system, issue the customer with a unique call log number.

 

The customer will be asked to provide the following information.

 

Serial number of unit

Full fault description

Site at which defective unit is situated – Post code

Name and telephone number of person making call

Name and telephone number of person to contact on site, if different

 

The information will be verified against the Database for validation
during the call.

The priority of the call will be negotiated, between The Customer and
The Communication Centre at this stage, to ensure that the customer receives
the relevant service and escalation.

 

	
  www.didata.com

  	
  Confidential Page #2

  

 

 

	
  Operational
  Service

  	
   

  	
   

  	
  

  

 

*****
Certain information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

Fault Priority:

 

Priority
1:              Production
network is down, causing critical impact to business operations if service is
not restored quickly.  No work around is
available. DDNS, the manufacturer and the customer are willing to commit
substantial resources around the clock to resolve the situation.

 

Priority
2:              Production
network is severely degraded, impacting significant aspects of business
operations.  No work around is
available.  DDNS, the manufacturer and
the customer are willing to commit full time resources during business hours to
resolve the situation.

 

Priority
3:              Network
performance is degraded.  Network
functionality is noticeably impaired, but most business operations continue.

 

Priority
4:              Customer
requires information or assistance on product capabilities, installation or
configuration.

 

Once a priority is assigned to
a call it will be escalated in accordance with the Company escalation procedure
listed below: -

 

 

	
  Elapsed

  Time

  	
   

  	
  Priority 1

  	
   

  	
  Priority 2

  	
   

  	
  Priority 3

  	
   

  	
  Priority 4

  
	
  1 hour

  	
   

  	
  *****

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  2 hours

  	
   

  	
  *****

  	
   

  	
  *****

  	
   

  	
   

  	
   

  	
   

  
	
  4 hours

  	
   

  	
  *****

  	
   

  	
  *****

  	
   

  	
  *****

  	
   

  	
   

  
	
  8 hours

  	
   

  	
   

  	
   

  	
  *****

  	
   

  	
   

  	
   

  	
   

  
	
  12 hours

  	
   

  	
  *****

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  24 hours

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  *****

  	
   

  	
   

  
	
  48 hours

  	
   

  	
  *****

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  *****

  
	
  72 hours

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  96 hours

  	
   

  	
   

  	
   

  	
  *****

  	
   

  	
   

  	
   

  	
   

  

 

	
  www.didata.com

  	
  Confidential Page #3

  

 

 

	
  Operational
  Service

  	
   

  	
   

  	
  

  

 

Escalations

 

Dimension Data operate a 24
hour Duty Manager roster for escalation to Managed Services Senior
Management.  This escalation is
available to all customers at all times. 
The escalation is done through the Communication Centre on the mail
Network Support phone number.

 

The Duty Manager will lias with
the client senior management to keep the in touch with all aspects of the fault
and it’s progress.

 

This escalation does not
replace any other policies that are in place for individual customers.

 

3.              Useful Contacts

 

To log a support call, or get
technical assistance please contact our Network Support Centre.

 

	
  Network
  Support Centre

  	
   

  	
  +44 (0) 1932
  815555

  
	
   

  	
  Email

  	
   

  	
  support@uk.didata.com

  
	
   

  	
  Portal

  	
   

  	
  https://services.eu.didata.com

  

 

For issue’s relating to the
Support Contract, we have a team of administrators available to help you.

 

	
  Deployments

  	
   

  	
  +44 (0) 1932
  814800

  
	
   

  	
  Fax

  	
   

  	
  +44 (0) 1932
  814808

  
	
   

  	
  Email

  	
   

  	
  deployment-alert@uk.didata.com

  

 

To contact sales in your local
areas or any other general query listed below are the four offices of Dimension
Data Network Services Limited and details of how to contact them.

 

	
  Head Office
  in Sunbury

  	
   

  	
  +44 (0) 1932
  814800

  
	
   

  	
  Fax

  	
   

  	
  +44 (0) 1932
  814808

  
	
   

  	
   

  	
   

  
	
  London
  Office

  	
   

  	
  +44 (0) 207 651 7000

  
	
   

  	
  Fax:

  	
   

  	
  +44 (0) 207 651 7001

  
	
   

  	
   

  	
   

  
	
  Scottish
  Office

  	
   

  	
  +44 (0) 1698 464080

  
	
   

  	
  Fax:

  	
   

  	
  +44 (0) 1698 464081

  
	
   

  	
   

  	
   

  
	
  Warrington
  Office

  	
   

  	
  +44 (0) 1925 602942

  
	
   

  	
  Fax:

  	
   

  	
  +44 (0) 1925 267464

  

 

For any general information
please e-mail us at info@uk.didata.com.

 

 

	
  www.didata.com

  	
  Confidential Page #4

  

 

 

 

Insite

 

 

Service Level
Description

 

Schedule A

 

Level 1

 

1

 

TABLE OF CONTENTS

 

	
  1

  	
   

  	
  INSITE LEVELS - FUNCTIONALITY MATRIX

  
	
  2

  	
   

  	
  FAULT MANAGEMENT

  
	
   

  	
  2.1

  	
  Reactive
  Device/Agent/Port Monitoring

  
	
   

  	
  2.2

  	
  Carrier
  Management Service

  
	
   

  	
  2.3

  	
  Call
  Management Centre (CMC)

  
	
   

  	
  2.4

  	
  Incident
  Management

  
	
   

  	
  2.5

  	
  Escalations Management

  
	
   

  	
  2.6

  	
  Notification
  Management

  
	
   

  	
  2.7

  	
  Priority call management

  
	
  3

  	
   

  	
  SERVICE
  LEVEL PERFORMANCE PARAMETERS

  
	
  4

  	
   

  	
  INSITE
  DEPLOYMENT

  
	
   

  	
  4.1

  	
  Basic
  Deployment

  
	
  5

  	
   

  	
  CONFIGURATION
  MANAGEMENT

  
	
   

  	
  5.1

  	
  GSOA
  Configuration Management

  
	
   

  	
  5.2

  	
  Basic
  managed device configuration file management

  
	
   

  	
  5.3

  	
  Managed
  device database

  
	
   

  	
  5.4

  	
  Customer
  Updated Diagrams

  
	
  6

  	
   

  	
  SECURITY
  MANAGEMENT

  
	
   

  	
  6.1

  	
  Secure
  Network Connection

  
	
  7

  	
   

  	
  INSITE
  SERVICE PORTAL FUNCTIONALITY

  
	
  8

  	
   

  	
  PERFORMANCE
  MANAGEMENT

  
	
  9

  	
   

  	
  EXCLUSIONS

  
				

 

2

 

***** Certain
information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

1.              INSITE
LEVEL 1 - FUNCTIONALITY MATRIX

 

The following Functionality
Matrix represents the deliverables of the Insite service. Each of these points
are defined in the content of this document.

 

	
  Fault Management

  	
   

  	
   

  
	
  Reactive
  Device/Agent/Port Monitoring

  	
   

  	
  ü

  
	
  Carrier
  Management Service (WAN only)

  	
   

  	
  ü

  
	
  Call
  Management Centre

  	
   

  	
  ü

  
	
  Incident
  Management

  	
   

  	
  ü

  
	
  Escalations
  Management

  	
   

  	
  ü

  
	
  Notification
  Management

  	
   

  	
  ü

  
	
  Priority
  Call Management

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Service Level Performance Parameters

  	
   

  	
   

  
	
  Initial
  Notification

  	
   

  	
  ***** min

  
	
  Investigation
  Notification

  	
   

  	
  ***** min

  
	
  Update
  Intervals

  	
   

  	
  ***** min

  
	
  Restoration
  Notification

  	
   

  	
  ***** min

  
	
   

  	
   

  	
   

  
	
  Insite Deployment

  	
   

  	
   

  
	
  Basic
  Deployment

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Configuration Management

  	
   

  	
   

  
	
  GSOA
  Configuration Management

  	
   

  	
  ü

  
	
  Basic Device
  Configuration Management

  	
   

  	
  ü

  
	
  Managed
  Device Database*

  	
   

  	
  ü

  
	
  Customer
  Updated Diagrams

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Security Management

  	
   

  	
   

  
	
  Secure
  Network Connection

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Insite Service Portal Functionality

  	
   

  	
   

  
	
  Live Events
  Screens

  	
   

  	
  ü

  
	
  Service Call
  Review

  	
   

  	
  ü

  
	
  Network
  Diagram*

  	
   

  	
  ü

  
	
  Service Request Logging

  	
   

  	
  ü

  
	
  Managed
  Device information*

  	
   

  	
  ü

  
	
  Historical
  Events reporter

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Performance Management

  	
   

  	
   

  
	
  Live Device
  Metric Graphs

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Threshold Management

  	
   

  	
   

  
	
  Threshold
  Event Reporting

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Service Delivery Management

  	
   

  	
   

  
	
  Service
  Delivery Management

  	
   

  	
  Optional

  

 

Notes

* — This functionality is available for Cisco networking equipment, Fore Systems
and SNMP based switches.

 

3

 

2.              FAULT
MANAGEMENT

 

2.1       REACTIVE
DEVICE/AGENT/PORT MONITORING

 

The primary mechanism
delivering Fault Management within Insite is through sending of polls and
receiving traps from devices and elements being monitored within the Customer
environment.

 

The configuration of the SNMP
Trap server on the devices will be configure on a case by case basis with the
customer.

 

Events detected within the
monitored environment are responded to according to the level of service
applied to the device, and according to the severity of the event detected.

 

2.2       CARRIER
MANAGEMENT SERVICE

 

When Insite Engineers identify
a Wide Area Network failure or fault, they will initiate a sequence of events
with the appropriate Carrier and begin managing the event in accordance with
the Insite Service Level in place. A call will be logged with the relevant
Carrier, and Insite Engineers will cooperate with the Carrier engineering staff
to assist in the determination of the fault.

 

Faults will be escalated within
the appropriate Carrier once their committed or indicated response times have
been exceeded, and the Insite Engineers will facilitate through all faults to
resolution state.

 

2.3       CALL
MANAGEMENT CENTRE (CMC)

 

The Operations Centre provides
for a Call Management Centre facility that will log, update and facilitate to
closure all calls detected and diagnosed by Insite services and personnel. This
includes escalation services in accordance with the Insite level of service
applied to each event being handled, and regular Customer contact to ensure information
updates are provided throughout the lifecycle of the event.

 

All notifications, updates and
escalation time periods are governed by the Insite Notification Parameters
(discussed later).

 

2.4       INCIDENT
MANAGEMENT

 

The Operations Centre will
provide for an Incident Management process to seamlessly facilitate a fault or
call from initial identification, notification, logging, diagnosing,
transferring ownership, updating and closure acceptance to achieve final
resolution.

 

Since many different parties,
systems and processes might be involved in the ultimate resolution of an
incident, an Incident Management process is available to facilitate and ensure
the smooth flow and transfer of a call between the various parties within the
required time frames and under the appropriate circumstances.

 

These processes differ from the
change management process which has been presented to Via Networks and has been
accepted by Via Networks.

 

4

 

2.5       ESCALATIONS
MANAGEMENT

 

This encompasses specific
processes which ensure escalation from one resolution process to the next
higher level resolution process is maintained, escalation into Dimension Data,
Carrier or 3rd Party operations or service management is
facilitated, and escalation to the designated central point of contact for the
Customer is provided.

 

The Call Management Centre
ensures that escalations occur within agreed SLA timeframes and ensures that
appropriate notification is made to responsible parties if they are about to or
already have exceeded their SLA parameters.

 

2.6       NOTIFICATION
MANAGEMENT

 

Insite services provide for a
multi-dimensional set of notification rules, methods and configurations, which
ensure that relevant persons are kept updated and notified as to problem status
and severity as the fault is processed from identification to resolution.

 

The notification by email, fax,
phone calls will be configures according to Via Networks instructions.

 

2.7       PRIORITY
CALL MANAGEMENT

 

The Insite systems can calculate
a priority to be allocated to a managed device or element based upon the
following:

 

Severity of the event (fault
type = Critical, Major, High and Low)

 

	
  Red

  	
   

  	
  Critical (H)

  	
  Device unreachable

  	
   

  	
  Dealt with by bridge team.

  	
   

  
	
  Orange

  	
   

  	
  Major

  	
  (M)

  	
  Interface down

  	
   

  	
  Dealt with by bridge team.

  	
   

  
	
  Yellow

  	
   

  	
  Minor

  	
  (L)

  	
  Performance/Threshold event

  	
   

  	
  Dealt with by bridge team.

  	
   

  
	
  Purple

  	
   

  	
  Unknown

  	
   

  	
  e.g. polling failure, device
  too busy

  	
   

  	
   

  	
   

  
	
  Green

  	
   

  	
  Cleared

  	
   

  	
  Previous faulty item
  operational

  	
   

  	
   

  	
   

  

 

This priority determined from
the above is defined as High, Medium or Low and is used for the following:

 

•                  Call handling
prioritisation in the Operations Centre

•                  Configuring
selective call notification for the Customer

 

For example, high priority
calls for a Customer will be handled first in the Operations Centre, then
Medium priority and then Low priority calls. This ensures that an access
circuit or router failing is not worked on before a core router fails.

 

5

 

***** Certain
information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

3.              SERVICE LEVEL PERFORMANCE PARAMETERS

 

Each business-impacting event
has associated with it a set of performance level parameters. These parameters
allow for real-time and automatic escalation, notification and Insite SLA
measurement and reporting. They allow for unprecedented Service Level Delivery
and measurement.

 

These parameters are used for
the following purposes:

 

•                  Manage calls and
resources on the Operations Centre

•                  Measure Service
Levels to the Customer

 

•                  INITIAL
NOTIFICATION

Initial notification of fault
will be sent through within ***** minutes of fault occurring.

 

•                  INVESTIGATION
NOTIFICATION

Fault confirmed & possibly
diagnosed. Notification will include Service Request number. Will be sent
within ***** minutes of fault occurring.

 

 

•                  UPDATE INTERVALS

Regular update
will be provided to the customer on the progression of the call. The defalt
period is  at ***** minutes but can be
changed to match the customer requirement & the update will be provided in
that period.

 

•                  RESTORATION
PERIOD

Notification
to the client that the call has been placed in the resolve stage within *****
minutes.

 

 

4                 INSITE DEPLOYMENT

 

4.1       BASIC
DEPLOYMENT

 

The Insite Basic Deployment
consists of all the steps required to activate the managed devices onto the
Insite Network Management Systems. It does not include site visits but consists
of

 

•                  Logical
deployment

•                  Activation

•                  Portal Training

 

Logical
Deployment is achieved by working with the
Customer to provide all the correct site information and all those tasks
required to accomplish the following main goals:

 

•                  Procedural
Design

•                  Network Information
Collection (Addresses, contacts etc.)

•                  Managed Device
Preparation

•                  Set-up and
Modelling of GSOA

 

6

 

Activation:  Notification/Escalation and Fault management
does not occur until a detailed Operations handover is performed.  This is to ensure that all required
documentation and procedures are in place and that the GSOA is successfully
detecting and reporting events.

 

Portal
Training: The Insite Service Provider will
schedule Service Portal Training sessions with the Customer. The training
session covers:

•                  Portal
navigation

•                  Change
management procedures

•                  Interpretation
of live statistics

 

The service includes as
default, costs for training one person. Additional persons can be included as
an extra cost item option. Travel costs incurred to conduct the training at the
Customer site are the responsibility of the Customer.

 

7

 

5                 CONFIGURATION MANAGEMENT

 

5.1       GSOA
CONFIGURATION MANAGEMENT

 

This encompasses full and
comprehensive configuration management of all Network Management systems,
Databases and Operating Systems used in the GSOA that relate to the delivery of
the Insite service.

 

5.2       BASIC
MANAGED DEVICE CONFIGURATION FILE MANAGEMENT

 

The Insite systems will keep
backup copies of all managed device configuration files, where possible. This
feature is device and manufacturer dependent and thus is limited to supported
platforms and vendors.

 

The Insite systems will
automatically detect saved edits to the managed device’s configuration files
and save the old configuration and the new configuration. All archived
configuration files are available for the Customer to view on the service
portal.

 

Archived configuration files
will be kept for the duration of the contract. Should the contract be
terminated, the customer will receive all kept configuration files and
configuration file history. If during the contracted term stored data is lost
or damaged by Dimension Data, it will be the responsibility of Dimension Data
to restore such data at Dimension Data’s cost.

 

Insite services perform weekly
downloads of the devices’ configuration files and compares them against those
in its database. Any discrepancies will raise a Configuration Event. The events
are used to check that the changes do not affect the Insite Reporting Systems.

 

Configuration captures are
scheduled on a weekly basis. Upon a change control raised will an automatic
configuration capture be triggered to ensure the new configuration is stored on
Dimension Data’s systems.

 

If any faults develop due to
changes made by Customer staff to the device configurations then the Customer
will be billed on a time and materials basis for all time spent resolving such
faults. Dimension Data cannot accept responsibility for any downtime or loss of
functionality caused through changes made by the Customer.

 

5.3       MANAGED
DEVICE DATABASE

 

If Change and Access management
services are being performed by the Insite service, Dimension Data will provide
for keeping an updated record of all device information where it is available
to be retrieved from the devices being managed.

 

Managed device information
would include but is not limited to items such as:

 

•                  Device Name

•                  Software
Versions

•                  Firmware
Versions

•                  Memory

 

8

 

The information is available by
clicking on the device name in the service portal. The amount of information
available on a device is device and vendor specific.

 

5.4       CUSTOMER
UPDATED DIAGRAMS

 

Customers are responsible for
providing Dimension Data with network diagrams should they wish to have them
made available on the Insite Service Portal. The diagrams will be posted on the
Service Portal within 24 hours of being received.

 

6                 SECURITY MANAGEMENT

 

6.1       SECURE
NETWORK CONNECTION

 

Every Insite Customer has a
dedicated secure Service Portal connecting the Operations Centre to their
network. The Insite Service architecture includes a Firewall instance to manage
security between the Operations Centre and the Customer network. This secures
the Customer from other Insite Customers, the Customer from the Dimension Data
Operations Centre, and the Operations Centre from attempted outside breaches
into the Customer network

 

7                 INSITE SERVICE PORTAL FUNCTIONALITY

 

Each Insite Customer receives
their own dedicated hardware and software for the purposes of an Insite Service
Portal that provides the following functionality:

 

•                  Dedicated SNMP
Poller Architecture into the Customer through a dedicated WAN Link.

•                  Firewall services
between Dimension Data and the Customer network

•                  Web Server to
offer real time, live Customer interaction to the following sub systems:

•                  Service System
for viewing Call history and logging service requests

•                  Service Network
Health Reports for Performance Trend Reporting

•                  Live Events
Lists for a view on ALL network wide events

•                  Live SNMP Graphs

•                  Event Trending
report tool

•                  Live Device
Threshold Events

•                  Device
information (H/W, S/W, neighbours, contacts etc)

•                  Auto-deployment
features

 

8                 PERFORMANCE MANAGEMENT

 

Specific reports are presented
on the Customer Insite Service Portal. 
The following report on Performance Management is provided:

 

•                  Live Device
Metrics Graphs

 

Customers can view this data
directly off their Insite Service Portal.

 

9

 

9                                         EXCLUSIONS

 

In addition to the Exclusions
set forth in Clause 18 of the Agreement, Insite Services provided to the
Customer do not include default financial penalty or cost, services, repairs or
replacements necessitated by or related to:

 

Services to be provided in terms of this Agreement do not include the
provision of services, nor repairs or replacements necessitated by or related
to:

 

damage
caused by accident, fire, water, lightning, power surges or other act of God
beyond Dimension Data’s reasonable control

 

damage
caused by riots, civil disorder, acts of violence, sabotage or similar acts of
parties not within the control of Dimension Data;

 

damage
caused by abnormal operating conditions such as high or low temperatures or
humidity or dust levels which are beyond the published environmental
specifications of the Product Manufacturer as provided by Dimension Data;

 

the
negligent use, abuse or misuse of Products by Customer or any third party
appointed by the Customer;

 

damage
during any transportation of Products not carried out by Dimension Data;

 

electrical
work, not performed by Dimension Data or its subcontractor;

 

causes
external to the Equipment such as failure or fluctuation of electrical power;

 

Obsolete
Products; or

 

the
restoration of lost data from any Products, or equipment connected to Products.

 

10

 

Insite

 

 

Service Level
Description

 

Schedule A

 

Level 2

 

1

 

TABLE OF CONTENTS

 

	
  1

  	
   

  	
  INSITE
  LEVEL 2 - FUNCTIONALITY MATRIX

  
	
  2

  	
   

  	
  FAULT
  MANAGEMENT

  
	
   

  	
  2.1

  	
  Reactive Device/Agent/Port Monitoring

  
	
   

  	
  2.2

  	
  Carrier Management Service

  
	
   

  	
  2.3

  	
  Call Management Centre (CMC)

  
	
   

  	
  2.4

  	
  Incident Management

  
	
   

  	
  2.5

  	
  Escalations Management

  
	
   

  	
  2.6

  	
  Notification Management

  
	
   

  	
  2.7

  	
  Priority call management

  
	
  3

  	
   

  	
  SERVICE LEVEL PERFORMANCE PARAMETERS

  
	
  4

  	
   

  	
  INSITE
  DEPLOYMENT

  
	
   

  	
  4.1

  	
  Basic
  Deployment

  
	
   

  	
  4.2

  	
  Enhanced
  Deployment

  
	
   

  	
   

  	
  4.2.1

  	
  Network Health Training

  
	
   

  	
   

  	
  4.2.2

  	
  Supplemental Deployment

  
	
   

  	
  4.3

  	
  6 Week Baseline Review

  
	
  5

  	
   

  	
  CONFIGURATION MANAGEMENT

  
	
   

  	
  5.1

  	
  GSOA Configuration Management

  
	
   

  	
  5.2

  	
  Basic managed device configuration file management

  
	
   

  	
  5.3

  	
  Enhanced device configuration file management

  
	
   

  	
  5.4

  	
  Managed
  device database

  
	
   

  	
  5.5

  	
  Customer
  Updated Diagrams

  
	
  6

  	
   

  	
  CHANGE
  MANAGEMENT

  
	
   

  	
  6.1

  	
  Network
  Change Management

  
	
  7

  	
   

  	
  SECURITY
  MANAGEMENT

  
	
   

  	
  7.1

  	
  Secure Network Connection

  
	
   

  	
  7.2

  	
  Basic Device Access Control

  
	
   

  	
  7.3

  	
  Device Security Management

  
	
   

  	
  7.4

  	
  Access
  Audit Trails

  
	
  8

  	
   

  	
  INSITE SERVICE PORTAL FUNCTIONALITY

  
	
  9

  	
   

  	
  PERFORMANCE MANAGEMENT

  
	
  10

  	
   

  	
  THRESHOLD MANAGEMENT

  
	
  11

  	
   

  	
  PROACTIVE
  ENGINEERING

  
	
  12

  	
   

  	
  SERVICE DELIVERY MANAGEMENT

  
	
   

  	
  12.1

  	
  Service Delivery Manager

  
	
  13

  	
   

  	
  EXCLUSIONS

  
						

 

2

 

***** Certain
information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

1.              INSITE
LEVEL 2 - FUNCTIONALITY MATRIX

 

The following Functionality
Matrix represents the deliverables of the Insite service. Each of these points
are defined in the content of this document.

 

	
  Fault Management

  	
   

  	
   

  
	
  Reactive
  Device/Agent/Port Monitoring

  	
   

  	
  ü

  
	
  Carrier Management
  Service (WAN only)

  	
   

  	
  ü

  
	
  Call
  Management Centre

  	
   

  	
  ü

  
	
  Incident
  Management

  	
   

  	
  ü

  
	
  Escalations
  Management

  	
   

  	
  ü

  
	
  Notification
  Management

  	
   

  	
  ü

  
	
  Priority
  Call Management

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Service Level Performance Parameters

  	
   

  	
   

  
	
  Initial
  Notification

  	
   

  	
  ***** min

  
	
  Investigation
  Notification

  	
   

  	
  ***** min

  
	
  Update
  Intervals

  	
   

  	
  ***** min

  
	
  Restoration
  Notification

  	
   

  	
  ***** min

  
	
   

  	
   

  	
   

  
	
  Insite Deployment

  	
   

  	
   

  
	
  Basic
  Deployment

  	
   

  	
  ü

  
	
  Report
  Interpretation Course

  	
   

  	
  ü

  
	
  6 Week
  Baseline Review

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Configuration Management

  	
   

  	
   

  
	
  GSOA
  Configuration Management

  	
   

  	
  ü

  
	
  Basic Device
  Configuration Management

  	
   

  	
  ü

  
	
  Enhanced
  Configuration Management*

  	
   

  	
  ü

  
	
  Managed
  Device Database*

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Change Management

  	
   

  	
   

  
	
  Network
  Change Management*

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Security Management

  	
   

  	
   

  
	
  Secure
  Network Connection

  	
   

  	
  ü

  
	
  Basic Access
  Control

  	
   

  	
  ü

  
	
  Device
  Security Management

  	
   

  	
  ü

  
	
  Access Audit
  Trails

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Insite Service Portal Functionality

  	
   

  	
   

  
	
  Live Events
  Screens

  	
   

  	
  ü

  
	
  Service Call
  Review

  	
   

  	
  ü

  
	
  Network
  Diagram*

  	
   

  	
  ü

  
	
  Service Request Logging

  	
   

  	
  ü

  
	
  Managed
  Device information*

  	
   

  	
  ü

  
	
  Historical
  Events reporter

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Performance Management

  	
   

  	
   

  
	
  Live Device
  Metric Graphs

  	
   

  	
  ü

  
	
  Monthly
  Service Health Reports

  	
   

  	
  ü

  
	
  Weekly
  Service Health Reports

  	
   

  	
  ü

  

 

3

 

	
  Threshold Management

  	
   

  	
   

  
	
  Threshold
  Event Reporting

  	
   

  	
  ü

  
	
  Threshold
  Monitoring

  	
   

  	
  ü

  
	
  Critical
  Threshold Notification

  	
   

  	
  ü

  
	
  Configurable
  Thresholds

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Proactive Engineering

  	
   

  	
  LEVEL-2

  
	
  Weekly
  Events Analysis

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Service Delivery Management

  	
   

  	
  LEVEL-2

  
	
  Service
  Delivery Management

  	
   

  	
  ü

  
	
  Quarterly
  Meetings

  	
   

  	
  ü

  

 

Notes

 

* — This functionality is available for Cisco networking
equipment, Fore Systems and SNMP based switches.

 

 

2                 FAULT MANAGEMENT

 

2.1       REACTIVE DEVICE/AGENT/PORT MONITORING

 

The primary mechanism
delivering Fault Management within Insite is through sending of polls and receiving
traps from devices and elements being monitored within the Customer
environment.

 

The configuration of the SNMP
Trap server on the devices will be configure on a case by case basis with the
customer.

 

Events detected within the
monitored environment are responded to according to the level of service
applied to the device, and according to the severity of the event detected.

 

2.2       CARRIER MANAGEMENT SERVICE

 

When Insite Engineers identify
a Wide Area Network failure or fault, they will initiate a sequence of events
with the appropriate Carrier and begin managing the event in accordance with
the Insite Service Level in place. A call will be logged with the relevant
Carrier, and Insite Engineers will cooperate with the Carrier engineering staff
to assist in the determination of the fault.

 

Faults will be escalated within
the appropriate Carrier once their committed or indicated response times have
been exceeded, and the Insite Engineers will facilitate through all faults to
resolution state.

 

2.3       CALL MANAGEMENT CENTRE (CMC)

 

The Operations Centre provides
for a Call Management Centre facility that will log, update and facilitate to
closure all calls detected and diagnosed by Insite services and personnel. This
includes escalation services in accordance with the Insite level of service
applied to each event being handled, and regular Customer contact to ensure
information updates are provided throughout the lifecycle of the event.

 

4

 

All notifications, updates and
escalation time periods are governed by the Insite Notification Parameters
(discussed later).

 

2.4       INCIDENT
MANAGEMENT

 

The Operations Centre will
provide for an Incident Management process to seamlessly facilitate a fault or
call from initial identification, notification, logging, diagnosing,
transferring ownership, updating and closure acceptance to achieve final
resolution.

 

Since many different parties,
systems and processes might be involved in the ultimate resolution of an
incident, an Incident Management process is available to facilitate and ensure
the smooth flow and transfer of a call between the various parties within the
required time frames and under the appropriate circumstances.

 

These processes differ from the
change management process which has been presented to Via Networks and has been
accepted by Via Networks.

 

2.5       ESCALATIONS MANAGEMENT

 

This encompasses specific
processes which ensure escalation from one resolution process to the next
higher level resolution process is maintained, escalation into Dimension Data,
Carrier or 3rd Party operations or service management is
facilitated, and escalation to the designated central point of contact for the
Customer is provided.

 

The Call Management Centre
ensures that escalations occur within agreed SLA timeframes and ensures that
appropriate notification is made to responsible parties if they are about to or
already have exceeded their SLA parameters.

 

2.6       NOTIFICATION MANAGEMENT

 

Insite services provide for a
multi-dimensional set of notification rules, methods and configurations, which
ensure that relevant persons are kept updated and notified as to problem status
and severity as the fault is processed from identification to resolution.

 

The notification by email, fax,
phone calls will be configures according to Via Networks instructions.

 

2.7       PRIORITY CALL MANAGEMENT

 

The Insite systems can
calculate a priority to be allocated to a managed device or element based upon
the following:

 

Severity of the event (fault
type = Critical, Major, High and Low)

 

	
  Red

  	
   

  	
  Critical (H)

  	
  Device unreachable

  	
   

  	
  Dealt with by bridge team.

  	
   

  
	
  Orange

  	
   

  	
  Major

  	
  (M)

  	
  Interface down

  	
   

  	
  Dealt with by bridge team.

  	
   

  
	
  Yellow

  	
   

  	
  Minor

  	
  (L)

  	
  Performance/Threshold event

  	
   

  	
  Dealt with by bridge team.

  	
   

  
	
  Purple

  	
   

  	
  Unknown

  	
   

  	
  e.g. polling failure, device
  too busy

  	
   

  	
   

  	
   

  
	
  Green

  	
   

  	
  Cleared

  	
   

  	
  Previous faulty item
  operational

  	
   

  	
   

  	
   

  

 

This priority determined from
the above is defined as High, Medium or Low and is used for the following:

 

5

 

***** Certain
information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

•                  Call handling
prioritisation in the Operations Centre

•                  Configuring selective
call notification for the Customer

 

For example, high priority
calls for a Customer will be handled first in the Operations Centre, then
Medium priority and then Low priority calls. This ensures that an access
circuit or router failing is not worked on before a core router fails.

 

3                 SERVICE LEVEL PERFORMANCE PARAMETERS

 

Each business-impacting event
has associated with it a set of performance level parameters. These parameters
allow for real-time and automatic escalation, notification and Insite SLA
measurement and reporting. They allow for unprecedented Service Level Delivery
and measurement.

 

These parameters are used for
the following purposes:

 

•                  Manage calls and
resources on the Operations Centre

•                  Measure Service
Levels to the Customer

 

•                  INITIAL
NOTIFICATION

Initial notification of fault
will be sent through within ***** minutes of fault occurring.

 

•                  INVESTIGATION
NOTIFICATION

Fault confirmed & possibly
diagnosed. Notification will include Service Request number. Will be sent
within ***** minutes of fault occurring.

 

•                  UPDATE INTERVALS

Regular update
will be provided to the customer on the progression of the call. The defalt
period is at ***** minutes but can be changed to match the customer requirement
& the update will be provided in that period.

 

•                  RESTORATION
PERIOD

Notification
to the client that the call has been placed in the resolve stage with *****
minutes.

 

 

4                 INSITE DEPLOYMENT

 

4.1       BASIC
DEPLOYMENT

 

The Insite Basic Deployment
consists of all the steps required to activate the managed devices onto the
Insite Network Management Systems. It does not include site visits but consists
of

 

•                  Logical
deployment

•                  Activation

•                  Portal Training

 

Logical
Deployment is achieved by working with the
Customer to provide all the correct site information and all those tasks
required to accomplish the following main goals:

 

•                                          Procedural
Design

 

6

 

•                  Network
Information Collection (Addresses, contacts etc.)

•                  Managed Device
Preparation

•                  Set-up and
Modelling of GSOA

 

Activation:  Notification/Escalation and Fault management
does not occur until a detailed Operations handover is performed.  This is to ensure that all required
documentation and procedures are in place and that the GSOA is successfully
detecting and reporting events.

 

Portal
Training: The Insite Service Provider will
schedule Service Portal Training sessions with the Customer. The training
session covers:

•                  Portal
navigation

•                  Change
management procedures

•                  Interpretation
of live statistics

 

The service includes as
default, costs for training one room of candidates. Additional persons can be
included as an extra cost item option. Travel costs incurred to conduct the
training at the Customer site are the responsibility of the Customer.

 

7

 

4.2       ENHANCED
DEPLOYMENT

 

4.2.1           NETWORK HEALTH TRAINING

 

The Insite Service Provider
will provide instruction on Report Interpretation. This allows the user of the
Service Portal to correctly interpret and use those Reports provided in Insite
Level-2 and Insite Level 3 services.

 

4.2.2           SUPPLEMENTAL DEPLOYMENT

 

The Insite service will, over a
period of time, generate & establish output data.  Their data is mainly related to enhanced proactive and threshold
management services.

 

These are:

•                  A review of
baseline data after 6 weeks.

•                  Threshold
setting according to baseline data

•                  Pro-Active
services based on thresholds

 

4.3       6 WEEK BASELINE REVIEW

 

A Baseline Review of the
managed devices will be conducted after the Insite service has been activated
for 6 weeks.  This is to ensure that a
complete month of data is collected to identify any cyclical trends.

 

The purpose of the Baseline
Review is to:

•                  Highlight
“unmanageable” devices that can currently not be managed by the Insite
service.  This includes IOS versions
that do not support required network management information, environment
conditions that cause the device to be off-line for extended periods or “noisy”
devices that generate excessive traps or log information, which flood the GSOA.

•                  Adjust
thresholds for live events based on observed “normal” state of Customer
environment.

•                  Provide training
on Report interpretation. This allows the user of the Service Portal to
correctly interpret and use those Reports provided.

•                  Initial
recommendations for changes to improve the overall efficiency or availability
of the network.

 

5                 CONFIGURATION MANAGEMENT

 

5.1       GSOA CONFIGURATION MANAGEMENT

 

This encompasses full and
comprehensive configuration management of all Network Management systems,
Databases and Operating Systems used in the GSOA that relate to the delivery of
the Insite service.

 

8

 

5.2       BASIC
MANAGED DEVICE CONFIGURATION FILE MANAGEMENT

 

The Insite systems will keep
backup files. If this is technically not possible, customer will be informed on
this after the rollout phase.

 

The Insite systems will
automatically detect saved edits to the managed device’s configuration files
and save the old configuration and the new configuration. All archived
configuration files are available for the Customer to view on the service
portal.

 

Archived configuration files
will be kept for the duration of the contract. Should the contract be
terminated, the customer will receive all kept configuration files and
configuration file history. If during the contracted term stored data is lost
or damaged by Dimension Data, it will be the responsibility of Dimension Data
to restore such data at Dimension Data’s cost.

 

Insite services perform weekly downloads
of the devices’ configuration files and compares them against those in its
database. Any discrepancies will raise a Configuration Event. The events are
used to check that the changes do not affect the Insite Reporting Systems.

 

Configuration captures are
scheduled on a weekly basis. Upon a change control raised will an automatic
configuration capture be triggered to ensure the new configuration is stored on
Dimension Data’s systems.

 

If any faults develop due to
changes made by Customer staff to the device configurations then the Customer
will be billed on a time and materials basis for all time spent resolving such
faults. Dimension Data cannot accept responsibility for any downtime or loss of
functionality caused through changes made by the Customer.

 

5.3       ENHANCED DEVICE CONFIGURATION FILE
MANAGEMENT

 

In addition to the services
provided in “Basic managed device configuration file management”, the
Insite Service Provider will compare “Configuration Events” to a valid change
control or confirm the details of the changes with the Customer or field
engineering staff. All network documentation is then updated accordingly for a
valid change.

 

Insite operations staff will
detect this event and notify the Customer appropriately. Changes, which affect
the ability of the management system to accurately report on availability and
performance of the device, will result in further action. These include
comparing the changes to a valid change control or confirming the details of
the changes with the Customer or field engineering staff. All network
documentation is then updated accordingly for a valid change.

 

5.4       MANAGED
DEVICE DATABASE

 

If Change and Access management
services are being performed by the Insite service, Dimension Data will provide
for keeping an updated record of all device information where it is available
to be retrieved from the devices being managed.

 

Managed device information
would include but is not limited to items such as:

 

•                  Device Name

 

9

 

•                  Software
Versions

•                  Firmware
Versions

•                  Memory

 

The information is available by
clicking on the device name in the service portal. The amount of information
available on a device is device and vendor specific.

 

5.5       CUSTOMER
UPDATED DIAGRAMS

 

Customers are responsible for
providing Dimension Data with network diagrams should they wish to have them
made available on the Insite Service Portal. The diagrams will be posted on the
Service Portal within 24 hours of being received.

 

6                 CHANGE MANAGEMENT

 

6.1       NETWORK
CHANGE MANAGEMENT

 

Insite Change Control personnel
will be responsible for the co-ordination of all scheduled changes on the
Customers’ networks.

 

When the Customer requests a
change via the Service Portal, all the necessary information (including network
diagrams, contact persons, addresses and equipment involved) will be directed
to the change control process.

 

The engineer on the Operations
Centre will monitor the change in accordance with the change request. If the
change window time is exceeded, the engineer will contact the Change Control
Manager to get authorization to either extend the windows or to institute the
back-out plan. Once completed, the engineer will then sign off the change and
all relevant documentation updated which will include the updating of the site
summary database and the network diagrams.

 

7                 SECURITY MANAGEMENT

 

7.1       SECURE NETWORK CONNECTION

 

Every Insite Customer has a
dedicated secure Service Portal connecting the Operations Centre to their
network. The Insite Service architecture includes a Firewall instance to manage
security between the Operations Centre and the Customer network. This secures
the Customer from other Insite Customers, the Customer from the Dimension Data
Operations Centre, and the Operations Centre from attempted outside breaches
into the Customer network

 

7.2       BASIC DEVICE ACCESS CONTROL

 

Insite services will password
protect and lockdown access to all managed devices on Insite Level 2 (dependant
on device type and manufacturer.) Customers can log calls with the Operations
Centre to gain access to the devices for purposes of configuration changes. A
change control request must be submitted via the Insite Service Portal for
reference and record of all changes requested.

 

10

 

Via Networks has requested to
own the enable password, this will be monitored on an ongoing basis.

 

If a client has permanent
enable access to devices on the network, the Dimension Data can not be held
responsible for any unauthorized changes or the effects such changes may have
on the output of the network management systems or functionality and behaviour
of the network.

 

Via Network will conform the
Dimension Data’s change control process, Dimension Data can not be held
responsible it Via Network does not conform the change control process.

 

7.3       DEVICE SECURITY MANAGEMENT

 

Once the Customer network has
been deployed onto the Insite systems, responsibility for the password
lock-down of the devices passes onto the Operations Centre, which then changes
all passwords of the devices and refers the authentication of any further login
attempts to a TACACS+ Server.

 

Tacacs will be added. NO
PASSWORDS ON THE DEVICES WILL BE CHANGED. There might be some automated
processes in place which rely on these passwords. All unnecessary
logins/passwords will be removed within the first 6 weeks as part of the normal
change control process.

 

The TACACS+ server provides the
AAA authentication service. This prevents unauthorised access to the client’s
devices. All managed devices are configured to refer login attempts to the
TACACS+ server, which will then give the managed device the go-ahead to accept
the connection.

 

A fallback login method will be
put in place (login using device-local authentification) in case of network
and/or Tacacs failures (open for discussion).

 

Only Operations Centre
personnel and the relevant senior DD Engineering staff have access to managed
devices.  Should anyone other than the
above require access, a change control request has to be submitted onto the
Service Portal.

 

Note that most, but not all,
devices support TACACS authentication. This will be identified to the Customer
during pre-deployment scooping sessions.

 

In addition this mechanism is
not able to protect the device from physical break-in, such as powering down a
device and gaining access through the console port on the device. Unauthorised
access in this fashion will be detected by the device going down on the
management system and by the random configuration-file scan detecting that
changes had been made on the device but will not have access to any of the
audit trails mentioned below.

 

7.4       ACCESS
AUDIT TRAILS

 

The TACACS + server provides
certain back-end audit functions. This includes who accessed the device and
when the person accessed the device.

 

A Proxy service controls all
access to the Customer’s network by Operations Centre staff. This proxy logs
all keystroke commands and responses to a log file for audit trail purposes.

 

Legislation might require to
announce this logging to customers employlees and have them sign  a paper that they had been informed.

 

This information is used in
conjunction with the configuration management process by the Change Management
team to track all changes made on a client’s network.

 

11

 

Audit trails are available only
when the device is accessed via TACACS.

 

8                 INSITE SERVICE PORTAL FUNCTIONALITY

 

Each Insite Customer receives
their own dedicated hardware and software for the purposes of an Insite Service
Portal that provides the following functionality:

 

•                  Dedicated SNMP
Poller Architecture into the Customer through a dedicated WAN Link.

•                  Firewall
services between Dimension Data and the Customer network

•                  Web Server to
offer real time, live Customer interaction to the following sub systems:

•                  Service System
for viewing Call history and logging service requests

•                  Service Network
Health Reports for Performance Trend Reporting

•                  Live Events
Lists for a view on ALL network wide events

•                  Live SNMP Graphs

•                  Event Trending
report tool

•                  Live Device
Threshold Events

•                  Device
information (H/W, S/W, neighbours, contacts etc)

•                  Auto-deployment
features

 

9                 PERFORMANCE MANAGEMENT

 

Specific reports are presented
on the Customer Insite Service Portal. 
The following reports on Performance Management are provided:

 

•                  Live Device
Metrics Graphs

•                  Service Health
Reports

•                  Weekly Health
Reports are scheduled and kept for the last 5 weeks

•                  Monthly Health
Reports are scheduled and kept for the last 6 months

 

Customers can view this data
directly off their Insite Service Portal, together with all the appropriate
help and information screens typically required for report interpretation,
should this be required. Adobe Acrobat (PDF) versions of the reports are also
available for downloading.

 

10          THRESHOLD MANAGEMENT

 

All threshold events received
from the monitored network environment are posted to the Insite Service Portal
event list for online viewing. Not every event requires notification or action
by the Insite Service Provider, as the Insite Level of service being provided
and the nature and classification of the event will manage and define this.

 

The events that qualify for
event notification are:

 

(i)                                     Critical
threshold notification.  (Certain
threshold instances are tagged as Critical e.g. CPU over 100% for a certain
time period).

 

Threshold severity values can
be set to critical (red), major (orange), minor (yellow) or normal (green)
depending on the values of a parameter that needs to be exceeded.

 

12

 

11          PROACTIVE ENGINEERING

 

Weekly Event Analysis is
provided for by the Proactive Insite Engineers, reviewing the following on a
weekly basis:

 

•                  Historical
Events Reporter for trends

•                  Critical
Threshold events history to detect frequent trends

 

12          SERVICE DELIVERY MANAGEMENT

 

12.1                        SERVICE DELIVERY MANAGER

 

A Customer Service Delivery
Manager will be responsible for the Customer Account for all Insite Service
related issues. The Service Delivery Management role would include Customer
interaction as well as the technical co-ordination of the Customer account on a
quarterly basis.

 

Some tasks that will be
performed by Service Delivery Manager include:

 

•                  Scheduling,
Conducting and minuting service meetings

•                  Following through
actions and issues highlighted from service meetings

•                  Co-ordinating
compilation of Insite reports

•                  Assisting with
interpreting Insite reports

•                  Facilitation of
Customer training and familiarisation on the Insite Service Portal

•                  Engaging the
appropriate engineering resources to address technical issues

•                  Ensuring SLA is
met by communication to all relevant support services

•                  Manage Customer
expectations according to SLA parameters

•                  Ensuring
projects or Move Add Change Delete (MACD) activities for which Dimension Data
is responsible are completed on time

•                  Assist in
resolving Customer queries

 

13          EXCLUSIONS

In addition to the Exclusions
set forth in Clause 18 of the Agreement, Insite Services provided to the
Customer do not include default financial penalty or cost, services, repairs or
replacements necessitated by or related to:

 

Services to be provided in
terms of this Agreement do not include the provision of services, nor repairs
or replacements necessitated by or related to:

 

damage
caused by accident, fire, water, lightning, power surges or other act of God
beyond Dimension Data’s reasonable control

 

damage
caused by riots, civil disorder, acts of violence, sabotage or similar acts of
parties not within the control of Dimension Data;

 

damage
caused by abnormal operating conditions such as high or low temperatures or
humidity or dust levels which are beyond the published environmental
specifications of the Product Manufacturer as provided by Dimension Data;

 

the
negligent use, abuse or misuse of Products by Customer or any third party
appointed by the Customer;

 

13

 

damage
during any transportation of Products not carried out by Dimension Data;

 

electrical
work, not performed by Dimension Data or its subcontractor;

 

causes
external to the Equipment such as failure or fluctuation of electrical power;

 

Obsolete
Products; or

 

the
restoration of lost data from any Products, or equipment connected to Products.

 

14

 

Insite

 

 

Service Level
Description

 

Appendix C

 

Level 3

 

 

Version 0.1 Amended 15th
April 2003 – Author. Daljit Gill Dimension DataTABLE OF CONTENTS

 

	
  1

  	
  INSITE
  LEVELS - FUNCTIONALITY MATRIX

  
	
  2

  	
  FAULT
  MANAGEMENT

  
	
  2.1

  	
  Reactive Device/Agent/Port Monitoring

  
	
  2.2

  	
  Carrier Management Service

  
	
  2.3

  	
  Call Management Centre (CMC)

  
	
  2.4

  	
  Incident Management

  
	
  2.5

  	
  Escalations Management

  
	
  2.6

  	
  Notification Management

  
	
  2.7

  	
  Priority call management

  
	
  2.8

  	
  ISDN Link MOnitoring

  
	
  3

  	
  SERVICE LEVEL PERFORMANCE PARAMETERS

  
	
  4

  	
  INSITE
  DEPLOYMENT

  
	
  4.1

  	
  Basic
  Deployment

  
	
  4.2

  	
  Enhanced Deployment

  
	
   

  	
  4.2.1

  	
  Physical Insite Deployment

  
	
   

  	
  4.2.2

  	
  Implementation of Device Preparation

  
	
   

  	
  4.2.3

  	
  Network Health Training

  
	
   

  	
  4.2.4

  	
  Supplemental Deployment:

  
	
  4.3

  	
  Implementation of Authentication Service

  
	
  4.4

  	
  6 Week Baseline Review

  
	
  4.5

  	
  Configuration Baseline

  
	
  5

  	
  CONFIGURATION MANAGEMENT

  
	
  5.1

  	
  GSOA Configuration Management

  
	
  5.2

  	
  Basic managed device configuration file
  management

  
	
  5.3

  	
  Enhanced device configuration file
  management

  
	
  5.4

  	
  Ad-hoc reconfiguration services

  
	
  5.5

  	
  Managed device database

  
	
  5.6

  	
  Customer Updated Diagrams

  
	
  6

  	
  CHANGE
  MANAGEMENT

  
					

 

1

 

	
  6.1

  	
  Network Change Management

  
	
  6.2

  	
  Impact
  Analysis

  
	
  7

  	
  SECURITY MANAGEMENT

  
	
  7.1

  	
  Secure Network Connection

  
	
  7.2

  	
  Basic Device Access Control

  
	
  7.3

  	
  Device Security Management

  
	
  7.4

  	
  Access Audit Trails

  
	
  8

  	
  INSITE SERVICE PORTAL FUNCTIONALITY

  
	
  9

  	
  PERFORMANCE MANAGEMENT

  
	
  10

  	
  THRESHOLD MANAGEMENT

  
	
  11

  	
  PROACTIVE ENGINEERING

  
	
  12

  	
  SERVICE DELIVERY MANAGEMENT

  
	
  12.1

  	
  Service Delivery Manager

  
	
  13

  	
  EXCLUSIONS

  
			

 

2

 

***** Certain
information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

1                 INSITE LEVEL 3 - FUNCTIONALITY MATRIX

 

The following Functionality
Matrix represents the deliverables of the Insite service. Each of these points
are defined in the content of this document.

 

	
  Fault Management

  	
   

  	
   

  
	
  Reactive
  Device/Agent/Port Monitoring

  	
   

  	
  ü

  
	
  Carrier
  Management Service (WAN only)

  	
   

  	
  ü

  
	
  Call
  Management Centre

  	
   

  	
  ü

  
	
  Incident
  Management

  	
   

  	
  ü

  
	
  Escalations
  Management

  	
   

  	
  ü

  
	
  Notification
  Management

  	
   

  	
  ü

  
	
  Priority
  Call Management

  	
   

  	
  ü

  
	
  ISDN Link
  Monitoring (WAN only)*

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Service Level Performance Parameters

  	
   

  	
   

  
	
  Initial
  Notification

  	
   

  	
  ***** min

  
	
  Investigation
  Notification

  	
   

  	
  ***** min

  
	
  Update
  Intervals

  	
   

  	
  ***** min

  
	
  Restoration
  Notification

  	
   

  	
  ***** min

  
	
   

  	
   

  	
   

  
	
  Insite Deployment

  	
   

  	
   

  
	
  Basic
  Deployment

  	
   

  	
  ü

  
	
  Physical
  Site Deployment

  	
   

  	
  ü

  
	
  Report
  Interpretation Course

  	
   

  	
  ü

  
	
  Implementation
  of Authentication Service

  	
   

  	
  ü

  
	
  6 Week
  Baseline Review

  	
   

  	
  ü

  
	
  Configuration
  Baseline*

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Configuration Management

  	
   

  	
   

  
	
  GSOA
  Configuration Management

  	
   

  	
  ü

  
	
  Basic Device
  Configuration Management

  	
   

  	
  ü

  
	
  Enhanced
  Configuration Management*

  	
   

  	
  ü

  
	
  Ad Hoc
  Configuration Changes*

  	
   

  	
  ü

  
	
  Managed
  Device Database*

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Change Management

  	
   

  	
   

  
	
  Network
  Change Management*

  	
   

  	
  ü

  
	
  Q&A and
  Impact Analysis

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Security Management

  	
   

  	
   

  
	
  Secure
  Network Connection

  	
   

  	
  ü

  
	
  Basic Access
  Control

  	
   

  	
  ü

  
	
  Device
  Security Management

  	
   

  	
  ü

  
	
  Access Audit
  Trails

  	
   

  	
  ü

  

 

3

 

	
  Insite Service Portal Functionality

  	
   

  	
   

  
	
  Live Events
  Screens

  	
   

  	
  ü

  
	
  Service Call
  Review

  	
   

  	
  ü

  
	
  Network
  Diagram*

  	
   

  	
  ü

  
	
  Service Request Logging

  	
   

  	
  ü

  
	
  Managed
  Device information*

  	
   

  	
  ü

  
	
  Historical
  Events reporter

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Performance Management

  	
   

  	
   

  
	
  Live Device
  Metric Graphs

  	
   

  	
  ü

  
	
  Monthly
  Service Health Reports

  	
   

  	
  ü

  
	
  Weekly
  Service Health Reports

  	
   

  	
  ü

  
	
  Daily
  Service Health Reports

  	
   

  	
  ü

  
	
  Monthly
  Service Level Reports

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Threshold Management

  	
   

  	
   

  
	
  Threshold
  Event Reporting

  	
   

  	
  ü

  
	
  Threshold
  Monitoring

  	
   

  	
  ü

  
	
  Critical
  Threshold Notification

  	
   

  	
  ü

  
	
  Major
  Threshold Notification

  	
   

  	
  ü

  
	
  Configurable
  Thresholds

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Proactive Engineering

  	
   

  	
   

  
	
  Weekly
  Events Analysis

  	
   

  	
  ü

  
	
  Daily
  Analysis of “Situations to watch”

  	
   

  	
  ü

  
	
  Configuration
  Bug Management

  	
   

  	
  ü

  
	
  Fortnightly
  Configuration Analysis*

  	
   

  	
  ü

  
	
   

  	
   

  	
   

  
	
  Service Delivery Management

  	
   

  	
   

  
	
  Service
  Delivery Management

  	
   

  	
  ü

  
	
  Monthly
  Meetings

  	
   

  	
  ü

  

 

Notes

 

* This functionality is available for Cisco networking
equipment and Fore Systems and SNMP based switches.

 

4

 

2                 FAULT MANAGEMENT

 

2.1       REACTIVE DEVICE/AGENT/PORT MONITORING

 

The primary mechanism
delivering Fault Management within Insite is through sending of polls and
receiving traps from devices and elements being monitored within the Customer
environment.

Insite will be the primary Trap
receiver to ensure faults are logged and reported to Via Networks.

 

The configuration of the SNMP
Trap server on the devices will be configure on a case by case basis with the
customer.

 

Events detected within the
monitored environment are responded to according to the level of service
applied to the device, and according to the severity of the event detected.

 

2.2       CARRIER MANAGEMENT SERVICE

 

When Insite Engineers identify
a Wide Area Network failure or fault, they will initiate a sequence of events
with the appropriate Carrier and begin managing the event in accordance with
the Insite Service Level in place. A call will be logged with the relevant
Carrier, and Insite Engineers will cooperate with the Carrier engineering staff
to assist in the determination of the fault.

 

Faults will be escalated within
the appropriate Carrier once their committed or indicated response times have
been exceeded, and the Insite Engineers will facilitate through all faults to
resolution state.

 

2.3       CALL MANAGEMENT CENTRE (CMC)

 

The Operations Centre provides
for a Call Management Centre facility that will log, update and facilitate to
closure all calls detected and diagnosed by Insite services and personnel. This
includes escalation services in accordance with the Insite level of service
applied to each event being handled, and regular Customer contact to ensure
information updates are provided throughout the lifecycle of the event.

 

All notifications, updates and
escalation time periods are governed by the Insite Notification Parameters
(discussed later).

 

2.4       INCIDENT MANAGEMENT

 

The Operations Centre will
provide for an Incident Management process to seamlessly facilitate a fault or
call from initial identification, notification, logging, diagnosing,
transferring ownership, updating and closure acceptance to achieve final
resolution.

 

Since many different parties,
systems and processes might be involved in the ultimate resolution of an
incident, an Incident Management process is available to facilitate and ensure
the smooth flow and transfer of a call between the various parties within the
required time frames and under the appropriate circumstances.

 

These processes differ from the
change management process which has been presented to Via Networks and has been
accepted by Via Networks.

 

5

 

2.5       ESCALATIONS MANAGEMENT

 

This encompasses specific
processes which ensure escalation from one resolution process to the next
higher level resolution process is maintained, escalation into Dimension Data,
Carrier or 3rd Party operations or service management is
facilitated, and escalation to the designated central point of contact for the
Customer is provided.

 

The Call Management Centre
ensures that escalations occur within agreed SLA timeframes and ensures that
appropriate notification is made to responsible parties if they are about to or
already have exceeded their SLA parameters.

 

2.6       NOTIFICATION MANAGEMENT

 

Insite services provide for a
multi-dimensional set of notification rules, methods and configurations, which
ensure that relevant persons are kept updated and notified as to problem status
and severity as the fault is processed from identification to resolution.

 

The notification by email, fax,
phone calls will be configures according to Via Networks instructions.

 

2.7       PRIORITY CALL MANAGEMENT

 

The Insite systems can
calculate a priority to be allocated to a managed device or element based upon
the following:

 

Severity of the event (fault
type = Critical, Major, High and Low)

 

	
  Red

  	
   

  	
  Critical (H)

  	
   

  	
  Device unreachable

  	
   

  	
  Dealt with by bridge team.

  
	
  Orange

  	
   

  	
  Major (M)

  	
   

  	
  Interface down

  	
   

  	
  Dealt with by bridge team.

  
	
  Yellow

  	
   

  	
  Minor (L)

  	
   

  	
  Performance/Threshold event

  	
   

  	
  Dealt with by bridge team.

  
	
  Blue

  	
   

  	
  Warning

  	
   

  	
  e.g. configs not matching

  	
   

  	
  Dealt with by Pro-active team
  on a monthly sweep

  
	
  Purple

  	
   

  	
  Unknown

  	
   

  	
  e.g. polling failure, device
  too busy

  	
   

  	
   

  
	
  Green

  	
   

  	
  Cleared

  	
   

  	
  Previous faulty item
  operational

  	
   

  	
   

  

 

This priority determined from
the above is defined as High, Medium or Low and is used for the following:

 

•                  Call handling
prioritisation in the Operations Centre

•                  Configuring
selective call notification for the Customer

 

For example, high priority
calls for a Customer will be handled first in the Operations Centre, then
Medium priority and then Low priority calls. This ensures that an access
circuit or router failing is not worked on before a core router fails.

 

2.8       ISDN
LINK MONITORING

 

This Insite Level 3 service
provides for regular and scheduled testing of ISDN backup link availability,
manually invoking ISDN backup links on main circuit failure, reporting on ISDN
Call history (destination, start & end time, duration, TX/RX volume) and
notification of ISDN calls as minor or major event.

 

6

 

***** Certain
information on this page has been omitted and filed separately with the
Securities and Exchange Commission. 
Confidential treatment has been requested with respect to the omitted
portions. *****

 

The above can be configured,
scheduled and viewed by the Insite Service Portal.

 

3                 SERVICE LEVEL PERFORMANCE PARAMETERS

 

Each business-impacting event
has associated with it a set of performance level parameters. These parameters
allow for real-time and automatic escalation, notification and Insite SLA
measurement and reporting. They allow for unprecedented Service Level Delivery
and measurement, previously unachievable in the Services industry.

 

These parameters are used for
the following purposes:

 

•                  Manage calls and
resources on the Operations Centre

•                  Measure Service
Levels to the Customer

 

•                  INITIAL
NOTIFICATION

Initial notification of fault
will be sent through within ***** minutes of fault occurring.

 

•                  INVESTIGATION
NOTIFICATION

Fault confirmed & possibly
diagnosed. Notificatoion will include Service Request number. Will be sent
within ***** minutes of fault occurring.

 

•                  UPDATE INTERVALS

Regular update
will be provided to the customer on the progression of the call. The defalt
period is et at ***** minutes but can be changed to match the customer
requirement & the update will be provided in that period.

 

•                  RESTORATION
PERIOD

Notification
to the client that the call has been placed in the resolve stage.

 

4                 INSITE DEPLOYMENT

 

4.1       BASIC DEPLOYMENT

 

The Insite Basic Deployment
consists of all the steps required to activate the managed devices onto the
Insite Network Management Systems. It does not include site visits but consists
of

 

•                  Logical
deployment

•                  Activation

•                  Portal Training

 

Logical
Deployment is achieved by working with the
Customer to provide all the correct site information and all those tasks
required to accomplish the following main goals:

 

•                  Procedural
Design

•                  Network
Information Collection (Addresses, contacts etc.)

•                  Managed Device
Preparation

•                  Set-up and
Modelling of GSOA

 

7

 

Activation:  Notification/Escalation and Fault management
does not occur until a detailed Operations handover is performed.  This is to ensure that all required
documentation and procedures are in place and that the GSOA is successfully
detecting and reporting events.

 

Portal
Training: The Insite Service Provider will
schedule Service Portal Training sessions with the Customer. The training session
covers:

•                  Portal
navigation

•                  Change
management procedures

•                  Interpretation
of live statistics

 

The service includes as
default, costs for training one room of candidates. Additional persons can be
included as an extra cost item option. Travel costs incurred to conduct the
training at the Customer site are the responsibility of the Customer.

 

4.2       ENHANCED
DEPLOYMENT

 

4.2.1                     PHYSICAL INSITE DEPLOYMENT

 

The Customer must designate a
Site Representative at each physical location where a device is to be managed.
This designated person is required to perform the following tasks on request by
the operations Centre in an emergency or escalated troubleshooting sequence:

 

•                  Power the
equipment on and off

•                  Observe power
LED’s on the equipment

•                  Re-seat labelled
cables on managed equipment

•                  Perform
Loop-backs on NTU’s or modems

 

It should be noted that the
purpose of the Customer Site Representative is to lower Mean Time To Repair on
reported faults, and thus reducing downtime. If such a representative cannot be
contacted for whatever reason, the Operations Centre will request an
alternative contact be supplied and “park” the call.

 

4.2.2                     IMPLEMENTATION OF DEVICE PREPARATION

 

The Enhanced Deployment
deliverable for the Insite Server service includes the installation and
licensing of the Monitoring agents on top of an operational SNMP service.  It is the responsibility of the Customer to
ensure that the Standard Operating Environment (SOE) is stable and that the
SNMP service is not experiencing any failures due to conflicts with
applications.

 

The Enhanced Deployment
deliverable for the Insite WAN service includes the implementation of device
configuration changes required as defined in basic deployment device
preparation.  These configuration
changes will be applied to all managed network devices via scripts run from the
Operations Centre.

 

8

 

4.2.3                     NETWORK HEALTH TRAINING

 

The Insite Service Provider
will provide instruction on Report Interpretation. This allows the user of the
Service Portal to correctly interpret and use those Reports provided.

 

4.2.4                     SUPPLEMENTAL DEPLOYMENT:

 

The Insite service will, over a
period of time, generate and establish output data, this data is mainly related
to enhanced proactive and threshold management services.

 

These are:

•                  A review of
baseline data after 6 weeks.

•                  Threshold
setting according to baseline data

•                  Pro-Active
services based on thresholds

 

4.3       IMPLEMENTATION OF AUTHENTICATION
SERVICE

 

This includes the design and
implementation of an authentication service for login verification and auditing
to monitored devices that support login requests, as well as to the Insite
Service Portal.

 

The TACACS server is owned and
maintained by Dimension Data.

 

4.4       6 WEEK BASELINE REVIEW

 

A Baseline Review of the
managed devices will be conducted after the Insite service has been activated
for 6 weeks.  This is to ensure that a
complete month of data is collected to identify any cyclical trends.

 

The purpose of the Baseline
Review is to:

•                  Highlight
“unmanageable” devices that can currently not be managed by the Insite
service.  This includes IOS versions
that do not support required network management information, environment
conditions that cause the device to be off-line for extended periods or “noisy”
devices that generate excessive traps or log information, which flood the GSOA.

•                  Adjust
thresholds for live events based on observed “normal” state of Customer
environment.

•                  Provide training
on Report interpretation. This allows the user of the Service Portal to
correctly interpret and use those Reports provided.

•                  Initial
recommendations for changes to improve the overall efficiency or availability
of the network.

 

4.5       CONFIGURATION BASELINE

 

Analysis of Customer
configurations is performed to identify issues or concerns, such as IP
Addressing inconsistencies or errors, PPP authentication, Cisco AAA, wide area
bandwidth statements, traffic management and backup link configurations.

 

Issues will be reported to the
Customer, with recommended changes to rectify the identified issues.  Pending Customer approval, the identified
changes required will be implemented.

 

9

 

5                 CONFIGURATION
MANAGEMENT

 

5.1       GSOA CONFIGURATION
MANAGEMENT

 

This encompasses full and
comprehensive configuration management of all Network Management systems,
Databases and Operating Systems used in the GSOA that relate to the delivery of
the Insite service.

 

5.2       BASIC MANAGED DEVICE CONFIGURATION
FILE MANAGEMENT

 

The Insite systems will keep
backup files. If this is technically not possible, customer will be informed on
this after the rollout phase.

 

The Insite systems will
automatically detect saved edits to the managed device’s configuration files
and save the old configuration and the new configuration. All archived
configuration files are available for the Customer to view on the service
portal.

 

Archived configuration files
will be kept for the duration of the contract. Should the contract be
terminated, the customer will receive all kept configuration files and
configuration file history. If during the contracted term stored data is lost
or damaged by Dimension Data, it will be the responsibility of Dimension Data
to restore such data at Dimension Data’s cost.

 

Insite services perform weekly
downloads of the devices’ configuration files and compares them against those
in its database. Any discrepancies will raise a Configuration Event. The events
are used to check that the changes do not affect the Insite Reporting Systems.

 

Configuration captures are
scheduled on a weekly basis. Upon a change control raised will an automatic
configuration capture be triggered to ensure the new configuration is stored on
Dimension Data’s systems..

 

If any faults develop due to
changes made by Customer staff to the device configurations then the Customer
will be billed on a time and materials basis for all time spent resolving such
faults. Dimension Data cannot accept responsibility for any downtime or loss of
functionality caused through changes made by the Customer that were not
authorised by Dimension Data.

 

5.3       ENHANCED DEVICE CONFIGURATION FILE
MANAGEMENT

 

In addition to the services
provided in “Basic managed device configuration file management”, the
Insite Service Provider will compare “Configuration Events” to a valid change
control or confirm the details of the changes with the Customer or field
engineering staff. All network documentation is then updated accordingly for a
valid change.

 

Insite operations staff will
detect this event and notify the Customer appropriately. Changes, which affect
the ability of the management system to accurately report on availability and
performance of the device, will result in further action. These include
comparing the changes to a valid change control or confirming the details of
the changes with the Customer or field engineering staff. All network
documentation is then updated accordingly for a valid change.

 

10

 

5.4       AD-HOC RECONFIGURATION SERVICES

 

This service is to provide for
ad-hoc Customer reconfiguration services. It does not include the design and
planning components of these reconfiguration services nor the change control
assessment of the changes, but the implementation and activation of the changes
as provided by the Customer. Engineering services may be contracted by the
Customer to design and plan the new configuration file required to implement
the change.

 

After hours scheduled changes
require 24-hour notification, whereas normal hours changes require 4 hours
notification. Emergency changes require a 2-hour window. If a 24-hour Insite
Service is not in effect, the after-hours services will attract extra costs.

 

If Dimension Data was not
involved in the design and planning of the new configurations they can accept
no responsibility for the effect of the new configurations.

 

Ad-hoc
reconfiguration service requests which will effect the management of these
devices forcing Insite to rediscover the changes made may not exceed more than
100 per month with regards to the current devices managed by Insite. If the 100
limit is exceeded it will be discussed with the account manager for approval.

 

5.5       MANAGED DEVICE DATABASE

 

If Change and Access management
services are being performed by the Insite service, Dimension Data will provide
for keeping an updated record of all device information where it is available
to be retrieved from the devices being managed.

 

Managed device information
would include but is not limited to items such as:

 

•                  Device Name

•                  Software
Versions

•                  Firmware
Versions

•                  Memory

 

The information is available by
clicking on the device name in the service portal. The amount of information
available on a device is device and vendor specific.

 

5.6       CUSTOMER UPDATED DIAGRAMS

 

Customers are responsible for
providing Dimension Data with network diagrams should they wish to have them
made available on the Insite Service Portal. The diagrams will be posted on the
Service Portal within 24 hours of being received.

 

11

 

6                 CHANGE MANAGEMENT

 

6.1       NETWORK CHANGE MANAGEMENT

 

Insite Change Control personnel
will be responsible for the co-ordination of all scheduled changes on the
Customers’ networks and the Insite network management system.

 

When the Customer requests a
change via the Service Portal, all the necessary information (including network
diagrams, contact persons, addresses and equipment involved) will be directed
to the change control process.

 

The engineer on the Operations
Centre will monitor the change in accordance with the change request. If the
change window time is exceeded, the engineer will contact the Change Control
Manager to get authorization to either extend the windows or to institute the
back-out plan. Once completed, the engineer will then sign off the change and
all relevant documentation updated which will include the updating of the site
summary database and the network diagrams.

 

6.2       IMPACT
ANALYSIS

 

As part of the Change
Management process, the Change Control Manager will coordinate a regular change
control meeting in which necessary technical experts will discuss the impact
and risks associated with the changes requested by the Customer. These risks
will be documented and communicated to the Customer. Only once the Customer has
acknowledged and accepted by sign-off this documentation, will the change
process proceed.

 

If the impact analysis
highlights risks that are unacceptable to the Customer, the Customer then needs
to contract Dimension Data to review alternatives, as this is not covered by
the Insite service.

 

12

 

7                 SECURITY MANAGEMENT

 

7.1       SECURE NETWORK CONNECTION

 

Every Insite Customer has a
dedicated secure Service Portal connecting the Operations Centre to their
network. The Insite Service architecture includes a Firewall instance to manage
security between the Operations Centre and the Customer network. This secures
the Customer from other Insite Customers, the Customer from the Dimension Data
Operations Centre, and the Operations Centre from attempted outside breaches
into the Customer network

 

7.2       BASIC DEVICE ACCESS CONTROL

 

Insite services will password
protect and lockdown access to all managed devices on Insite Level 2 or Insite
Level 3 devices (dependant on device type and manufacturer.) Customers can log
calls with the Operations Centre to gain access to the devices for purposes of
configuration changes. A change control request must be submitted via the
Insite Service Portal for reference and record of all changes requested.

 

Via Networks has requested to
own the enable password, this will be monitored on an ongoing basis.

 

If a client has permanent
enable access to devices on the network, the Dimension Data can not be held
responsible for any unauthorized changes or the effects such changes may have
on the output of the network management systems or functionality and behaviour
of the network.

 

Via Network will conform the
Dimension Data’s change control process, Dimension Data can not be held
responsible it Via Network does not conform the change control process.

 

7.3       DEVICE SECURITY MANAGEMENT

 

Once the Customer network has
been deployed onto the Insite systems, responsibility for the password
lock-down of the devices passes onto the Operations Centre, which then changes
all passwords of the devices and refers the authentication of any further login
attempts to a TACACS+ Server.

 

Tacacs will be added. NO
PASSWORDS ON THE DEVICES WILL BE CHANGED. There might be some automated
processes in place which rely on these passwords. All unnecessary
logins/passwords will be removed within the first 6 weeks as part of the normal
change control process.

 

The TACACS+ server provides the
AAA authentication service. This prevents unauthorised access to the client’s
devices. All managed devices are configured to refer login attempts to the
TACACS+ server, which will then give the managed device the go-ahead to accept
the connection.

 

A fallback login method will be
put in place (login using device-local authentification) in case of network
and/or Tacacs failures (open for discussion).

 

Only Operations Centre
personnel and the relevant senior DD Engineering staff have access to managed
devices.  Should anyone other than the
above require access, a change control request has to be submitted onto the
Service Portal.

 

13

 

Note that most, but not all,
devices support TACACS authentication. This will be identified to the Customer
during pre-deployment scooping sessions.

 

In addition this mechanism is
not able to protect the device from physical break-in, such as powering down a
device and gaining access through the console port on the device. Unauthorised
access in this fashion will be detected by the device going down on the
management system and by the random configuration-file scan detecting that
changes had been made on the device but will not have access to any of the
audit trails mentioned below.

 

7.4       ACCESS
AUDIT TRAILS

 

The TACACS + server provides
certain back-end audit functions. This includes who accessed the device and
when the person accessed the device.

 

A Proxy service controls all
access to the Customer’s network by Operations Centre staff. This proxy logs
all keystroke commands and responses to a log file for audit trail purposes.

 

Legislation might require to
announce this logging to customers employlees and have them sign  a paper that they had been informed.

 

This information is used in
conjunction with the configuration management process by the Change Management
team to track all changes made on a client’s network.

 

Audit trails are available only
when the device is accessed via TACACS.

 

8                 INSITE SERVICE PORTAL FUNCTIONALITY

 

Each Insite Customer receives
their own dedicated hardware and software for the purposes of an Insite Service
Portal that provides the following functionality:

 

•                  Dedicated SNMP
Poller Architecture into the Customer through a dedicated WAN Link.

•                  Firewall
services between Dimension Data and the Customer network

•                  Web Server to
offer real time, live Customer interaction to the following sub systems:

•                  Service System
for viewing Call history and logging service requests

•                  Service Network
Health Reports for Performance Trend Reporting

•                  Live Events
Lists for a view on ALL network wide events

•                  Live SNMP Graphs

•                  Event Trending
report tool

•                  Live Device
Threshold Events

•                  Device
information (H/W, S/W, neighbours, contacts etc)

•                  Auto-deployment
features

 

9                 PERFORMANCE MANAGEMENT

 

Specific reports are presented
on the Customer Insite Service. The following reports on Performance Management
are provided:

 

•                  Live Device
Metrics Graphs

•                  Service Health
Reports

•                  Daily Health
Reports are scheduled and kept for the last 8 days

•                  Weekly Health
Reports are scheduled and kept for the last 5 weeks

 

14

 

•                  Monthly Health
Reports are scheduled and kept for the last 6 months

•                  Monthly Service
Level Reports are scheduled and kept for the last 6 months

 

Customers can view this data
directly off their Insite Service Portal, together with all the appropriate
help and information screens typically required for report interpretation,
should this be required. Adobe Acrobat (PDF) versions of the reports are also
available for downloading.

 

10          THRESHOLD MANAGEMENT

 

After an agreed period the Insite
team & the customer will will agree on thresholds such as error counts, WAN
utilisation etc. for various elements. When the levels reach the agreed
threshold, threshold events will be generated.All threshold events  received from the monitored network
environment are posted to the Insite Service Portal event list for online
viewing. Not every event requires notification or action by the Insite Service
Provider, as the Insite Level of service being provided and the nature and
classification of the event will manage and define this.

 

The events that qualify for
event notification are:

 

(i)                                     Critical Threshold
Notification.

(ii)                                  Major Threshold
Notification. The Major Threshold Notification is serves as an early warning to
a Critical Threshold being encountered. (Certain threshold instances are tagged
as Critical e.g. CPU over 100% for a certain time period).

 

Threshold severity values can
be set to critical (red), major (orange), minor (yellow) or normal (green)
depending on the values of a parameter that needs to be exceeded.

 

11          PROACTIVE ENGINEERING

 

Weekly Event Analysis is
provided for by the Proactive Insite Engineers, reviewing the following on a
weekly basis:

 

•                  Historical
Events Reporter for trends

•                  Critical
Threshold events history to detect frequent trends

 

A daily Situations To Watch
report provides for the Proactive Insite Engineers reviewing these reports to
make information available to Customer, with notification of any trends,
recommendations and information that may be business affecting. These
notifications will be made within 24 hours of the day the analysis was
performed, and will be logged on the Customer Relationship Management facility

 

Fortnightly, a review of all
configuration changes against the baseline analysis is performed. This will
report on changes to configuration from Baseline, and as an action, fix or
remove changes or accept and move baseline

 

Configuration Bug Management
services report on released IOS issues/bugs which might affect managed
devices..

 

15

 

12          SERVICE DELIVERY MANAGEMENT

 

12.1                        SERVICE DELIVERY MANAGER

 

A Customer Service Delivery
Manager will be responsible for the Customer Account for all Insite Service
related issues. The Service Delivery Management role will include Customer
interaction as well as the technical co-ordination of the Customer account on a
monthly basis.

 

Some tasks that will be
performed by Service Delivery Manager include:

 

•                  Scheduling,
Conducting and minuting service meetings

•                  Following through
actions and issues highlighted from service meetings

•                  Co-ordinating
compilation of Insite reports

•                  Assisting with
interpreting Insite reports

•                  Facilitation of
Customer training and familiarisation on the Insite Service Portal

•                  Engaging the
appropriate engineering resources to address technical issues

•                  Ensuring SLA is
met by communication to all relevant support services

•                  Manage Customer
expectations according to SLA parameters

•                  Ensuring
projects or Move Add Change Delete (MACD) activities for which Dimension Data
is responsible are completed on time

•                  Assist in
resolving Customer queries

 

13          EXCLUSIONS

 

In addition to the Exclusions
set forth in Clause 18 of the Agreement, Insite Services provided to the
Customer do not include default financial penalty or cost, services, repairs or
replacements necessitated by or related to:

 

Services to be provided in terms of this Agreement do not include the
provision of services, nor repairs or replacements necessitated by or related
to:

 

damage
caused by accident, fire, water, lightning, power surges or other act of God
beyond Dimension Data’s reasonable control

 

damage
caused by riots, civil disorder, acts of violence, sabotage or similar acts of
parties not within the control of Dimension Data;

 

damage
caused by abnormal operating conditions such as high or low temperatures or
humidity or dust levels which are beyond the published environmental
specifications of the Product Manufacturer as provided by Dimension Data;

 

the
negligent use, abuse or misuse of Products by Customer or any third party
appointed by the Customer;

 

damage
during any transportation of Products not carried out by Dimension Data;

 

electrical
work, not performed by Dimension Data or its subcontractor;

 

causes
external to the Equipment such as failure or fluctuation of electrical power;

 

Obsolete
Products; or

 

the
restoration of lost data from any Products, or equipment connected to Products.

 

16

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