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EXHIBIT A <br /> Service Level Agreement <br /> for <br /> Ultra High Availability Enterprise Services <br /> This Service Level Agreement for Ultra High Availability Enterprise Services (this "SLA") is a part of the Master Services <br /> Agreement for Enterprise Services ("MSA") between Wave Business Solutions, LLC ("WAVE") and Customer. This SLA <br /> applies to the following types of Enterprise Services offered by WAVE: (a)Ethernet Transport Services, (b)Dedicated <br /> Internet Access Services,and(c)Phone Solutions Over Fiber Services. <br /> 1. AVAILABILITY SLA <br /> WAVE's Network is designed to provide a target Availability of at least 99.999%per month. If the Availability target is not <br /> achieved in a given calendar month,Customer shall be entitled to the remedies set forth in the table below,which must be <br /> claimed as described in this SLA. <br /> Target Availability Duration of Service Outage Customer Credit as%of MRC for <br /> the applicable Circuit* <br /> Less than 26 seconds Target Met <br /> >26 seconds up to 1 hour 5% <br /> >1 hours up to 3 hours 10% <br /> 99.999%Availability >3 hours up to 5 hours 15% <br /> >5 hours an additional 5%for each <br /> additional hour of Service Outage <br /> *Customer credits for Unavailability are calculated on an individual circuit basis, and the amount of any <br /> credit is based on the portion of MRC allocable to the affected circuit. <br /> 2. MEAN TIME TO RESTORE("MTTR")SLA <br /> In the event of Outages in Services due to failure or malfunction of the WAVE Network or WAVE Equipment,WAVE's NOC is <br /> designed to provide a MTTR of 4 hours or less. If the target MTTR is not met for a particular circuit in a given calendar <br /> month, and Customer receives a Service from WAVE on the circuit at issue,then Customer shall be entitled to remedies set <br /> forth in the table below,which must be claimed as described in this SLA. <br /> Customer Credit <br /> Target MTTR Actual MTTR as%of MRC for the <br /> applicable Circuit <br /> _s.4 Hrs. Target Met <br /> >4 Hrs.to 6 Hrs. 5% <br /> 4 hr MTTR >6 Hrs.to 8 Hrs. 10% <br /> >8 Hrs. 25% <br /> 3. PACKET DELIVERY/PACKET LOSS SLA <br /> The WAVE Network is designed to provide no greater than 0.05%Packet Loss. If the Packet Loss target is not achieved in a <br /> given calendar month, Customer shall be entitled to the remedies set forth in the table below, which must be claimed as <br /> described in this SLA. Customer credits for average monthly Packet Loss are calculated on an individual circuit basis, and <br /> the amount of any credit is based on the portion of MRC allocable to the affected circuit. <br /> Exhibit A: Service Level Agreement for Ultra High Availability Enterprise Services pg.1 <br /> Wave Business Solutions,LLC Updated: 10/13/2014 <br />