Wave Business Solutions LLC 7/19/2016

by WAVE across the WAVE Backbone Network between a sample of WAVE POPs. Local access loops are not included. Periods of Excused Outage are not included in Packet Loss metrics. "Scheduled Maintenance" means any maintenance of the portion of the WAVE Network to which Customer's router is connected that is performed during a standard maintenance window (1:00AM —5:00AM Pacific Time). Customer will be notified via email at least seven(7)days in advance of any scheduled maintenance that is likely to affect Customer's Service. "Trouble Ticket" means a trouble ticket generated through the WAVE NOC upon notification of a Service-related problem. Trouble Tickets may be generated by WAVE pursuant to its internal network monitoring process, or by Customer's reporting of a problem to the WAVE NOC. In order for Customer to be eligible for credits or remedies under this SLA, Customer must contact the WAVE NOC and open a Trouble Ticket regarding the problem; Trouble Tickets generated internally by WAVE will not provide a basis for Customer credits or Chronic Outage remedies. "WAVE Network" means all equipment,facilities and infrastructure that WAVE uses to provide Services to Customer, and includes Customer's access port. The "WAVE Network" does not include Customer owned or leased equipment (unless leased from WAVE),or any portion of Customer's local area network after the demarcation point for the Services provided by WAVE. "WAVE Backbone Network"means WAVE's core fiber backbone that connects WAVE's POPs and regional hubs. "WAVE's Network Operations Center" or "WAVE's NOC" means WAVE'S network operations center which is staffed 24x7x365 and can be reached at: 888-317-0488. 8. CLAIMING CREDITS AND REMEDIES 8.1 Requesting SLA Related Credits and Chronic Outage Remedies. To be eligible for any SLA-related Service credit or Chronic Outage remedy,Customer must be in good standing with WAVE and current in its financial obligations to WAVE. Credits are exclusive of any applicable taxes charged to Customer or collected by WAVE. (i) To claim SLA-related Service credits,Customer must do the following: (a) Open a Trouble Ticket with the WAVE NOC within twenty-four (24) hours of the occurrence giving rise to the claimed credit(s); (b) Submit a written request for the credit(s) to WAVE's customer service department within fifteen(15)days after the end of the calendar month in which the incident giving rise to the credit(s)occurred; and (c) Provide the following documentation when requesting the credit(s): •Customer name and contact information; •Trouble Ticket number(s); • Date and beginning/end time of the claimed Outage or failed SLA metric; •Circuit IDs for each pertinent circuit/path;and • Brief description of the characteristics of the claimed Outage or failed SLA metric. (ii) To claim remedies for a Chronic Outage under this SLA,Customer must do the following: (a) Open a Trouble Ticket regarding the Chronic Outage with the WAVE NOC within seventy-two(72)hours of the last Outage giving rise to the claimed remedy; (b) Submit a written request for a remedy regarding the Chronic Outage to WAVE's customer service department within thirty(30)days of the end of the calendar month in which the Chronic Outage occurred; and (c) Provide the following documentation when requesting the remedy: •Customer name and contact information; •Type of remedy requested(e.g.,substitution or termination); •Trouble Ticket numbers for each individual Outage event; Exhibit A: Service Level Agreement for Ultra High Availability Enterprise Services pg.4 Wave Business Solutions,LLC Updated: 10/13/2014