Wave Business Solutions LLC 7/19/2016

5. CLAIMING CREDITS AND REMEDIES 5.1 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; •Date and beginning/end time of each of the claimed Outages; •Trouble Ticket number for the Chronic Outage at issue; •Circuit IDs for each pertinent circuit/path;and •Brief description of the characteristics of the claimed Chronic Outage. If Customer fails to timely submit, pursuant to the procedure described in this Section, a request for any 5111-related credit or Service Outage remedy for which Customer might otherwise be eligible under this SLA, Customer shall be deemed to have waived its right to receive such credit or remedy. The credits and remedies provided by this SIA are Customer's sole and exclusive remedies for any and all claims or complaints regarding the quality and/or availability of any of the Services to which this SLA applies. 5.2 WAVE's Evaluation of Claims. All claims for SLA-related credits and remedies for Chronic Outages are subject to evaluation and verification by WAVE. Upon receiving a claim for SIA-related credit and/or remedies for Chronic Outage, WAVE will evaluate the claim and respond to Customer within thirty (30) days. If WAVE requires additional information in order to evaluate Customer's claim, WAVE will notify Customer by email specifying what additional information is required. Customer will have fifteen (1S) days from the date on which it receives WAVE's request for additional information in which to provide the requested information to WAVE. If Customer fails to provide the additional information within that time period, Customer will be deemed to have abandoned its claim. WAVE will promptly notify Customer of WAVE'S resolution of each Customer claim. If Customer's claim for an SLA-related credit or Chronic Outage remedy is rejected, the notification will specify the basis for the rejection. If Customer's claim for a credit is approved, WAVE will issue the credit to Customer's account,to appear on the next monthly invoice. If Customer's claim for a Chronic Outage remedy is approved,WAVE will notify Customer of the date on which the requested substitution or termination will occur. WAVE's determination regarding whether or not an SLA has been violated shall be final. Exhibit B: Service Level Agreement for Ultra High Availability Dark Fiber Services pg.3 Wave Business Solutions,LLC Updated: 10/13/2014