SERVICELEVELAGREEMENTFORDATACENTERSERVICES

This Service Level Agreement (SLA) governs Data Center Services (Services) provided under the EarthLink IT
ServicesTermsandConditionsofService,applicableServiceSchedulesForITServicesandITServicesOrderForm
(collectively, the Agreement) agreed to by each user of the Services (Customer) and EarthLink Managed
Services,LLC(EarthLinkBusiness).EarthLinkBusinessmaysupplementoramendthisSLAwithoutnotice,with
suchchangesbeingeffectiveupontheirpostingtowww.earthlinkbusiness.com/aboutus/legal/sla.xea.

DescriptionandObjectives
DataCenterServiceswillbemeasuredonthebasisofthefollowingservicelevelobjectives(SLAObjectives):site,
network and power availability (Availability), change notification and implementation, mean time to repair
(MTTR) and incident notification. This SLA provides for 24 hour a day, 7 days per week coverage of the SLA
Objectivesasfollows:

Methodology

Availability.TheSLAObjectivesforAvailabilityareasfollows:

AvailabilityObjectives
SLA
SiteAvailability
100%
NetworkAvailability
PowerAvailability

100%

100%

AvailabilitywillbemeasuredfromthetimeatroubleticketisopenedbyCustomertothetimenetworkaccessis
restored, based on the average of actual minutes of site, network or power availability as a percentage of the
correspondingtotalavailablenetworkminutesforthemonthinwhichthenonconformanceoccurs,andwillbe
calculatedasfollows:

Availability=((CalendarMonthMinutesExcludedMinutesOutageMinutes)/(CalendarMonth
MinutesExcludedMinutes))x100.
TheequipmentandcablingusedbyCustomermustmeetanyspecificationsprovidedbyEarthLinkBusiness,shall
be capable of using dual power sources and must not be allowed to exceed the power rating identified by the
manufacturer.

Other SLA Objectives. Other SLA Objectives covered under the Data Center Services SLA include: change
notificationorimplementation,meantimetorepair(MTTR)andincidentnotification,whichwillbemeasuredon
abesteffortbasisasfollows:

OtherSLAObjectives

SLA

Change

Notification 24hours.
Implementation(logical)2to5businessdays.
Other changes are dependent upon equipment
availabilityfromthevendorsource.

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MeanTimeToRepair(MTTR)

Classificationofrepairitem:
Low/Information:notimeframe.
Minor:24hoursorless.
Major:8hoursorless.
Critical:4hoursorless.
DefinitionofClassification:EarthLinkBusinessshalltakenoticeof
severitylevelofrepairfromCustomer,butwillassessandclassify
the level of repair based on its own assessment. In assessing the
level of repair classification, EarthLink Business will utilize the
followingcategorizations:
Low/informationalAnotificationofinformationandnot
arepairitem;
Minor A notification of a normal repair item with low
impactand/orindividualuserimpact;
MajorServiceimpactofitemofatleast50%withlittle
tonoworkarounds;or
CriticalOutofservice/potentiallyrevenueimpactingfor
Customersbusiness.
Receipt notifications: Receipt notifications will occur within 15 to
20 minutes. Email notification only assures that the incident has
beennoted,butisnotenoughtoguaranteerepair.Customermust
call the EarthLink Business Customer Support Center to ensure
that repair actions are underway. Time waiting on Customer
responses, or items, necessary to resolve issues will be excluded
fromtheMTTRmeasurement.

IncidentNotification

IncidentNotificationtargetiswithin20minutes.

ServiceCredits

IfEarthLinkBusinessdoesnotmeetitsAvailabilitySLAObjectives,Customermayapplyforaservicecredit
(ServiceCredit)proportionaltotheServicenonconformanceuptothepercentagesetforthinthetablebelow,
multipliedbythebasemonthlyrecurringcharge,excludingtaxes,fees,surchargesandothersimilarcharges,
(MRC)fortheServiceelementsresponsibleforthenonconformance,subjecttoanylimitationsand/or
exclusionsinthisSLA,asfollow:

AvailabilityMeasurement

ServiceCredit

99.999%to100%

NoCredit

99%to99.999%

Upto10%MRC

98%to98.999%

Upto25%MRC

97%to97.999%

Upto50%MRC

Lessthan96.999%

Upto100%MRC

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TobeeligibleforaServiceCredit,Customermust:(i)properlyrequestthatEarthLinkBusinessopenatroubleticket
documenting the nonconformance and (ii) request the Service Credit within thirty (30) days after the trouble
ticket is closed by emailing support@earthlinkIT.com with Service Credit Request in the subject field. Each
ServiceCreditrequestmustreferencethecircuitidentifier(s)fortheServiceelement(s)responsibleforthenon
conformance,theassociatedtroubleticketnumber(s)andincludeanycorroboratingdataorinformation.
Service Credit requests will be evaluated in relation to the respective accumulated Availability statistics for the
monthduringwhichthenonconformingeventisallegedtohaveoccurred.ServiceCreditrequeststhatencompass
multiple months will be prorated in accordance with the relevant statistical accumulations for each month.
EarthLinkBusinessshallhavethirty(30)businessdaysfromtheendofthemonthinwhichtherequestissubmitted
to respond to Customer. Service Credit requests approved by EarthLink Business will be credited to Customers
EarthLinkBusinessaccountduringthebillingcyclebeginningnotlessthanten(10)businessdaysafterapproval.

ServiceCreditLimitationsandExclusions

Service Creditrequests will not be accepted for opentrouble tickets. Customer maynot receive more than one
ServiceCreditpermonthforanySLAObjectivenonconformanceinvolvingaparticularcircuitelement.Multiple
instancesofnonconformanceforthesamecircuitelementduringagivenmonthwillnotbeeligibleformultiple
Service Credits, however, if approved, will be applied toward the accumulated monthly statistics for Network
Availability. Service Credits will not be available if Customer fails to request a trouble ticket or for Service
terminatedbyCustomer.ServiceCreditswillbeCustomersexclusiveremedyforanyServicenonconformanceor
defectandundernocircumstanceswillCustomerbeentitledtoanyrefundorotherpaymentforaviolationofthis
SLA.ServiceCreditsmaynotbetransferredorappliedtoanotheraccount.
Service Credits are not available for scheduled maintenance or upgrades to the EarthLink Business network or
facilities,orplannedorunplannedmaintenanceorupgradestoCustomerslocalareanetwork(LAN),including,
butnotlimitedto,networkdevicesandphysicalplantequipment(e.g.HVACandpowersystem)orforanyService
nonconformanceordefectcausedbyorassociatedwith,inwholeorinpart,thefollowing:
Anynonconformance,failureordelayassociatedinwholeorinpartwithCustomersLAN,Customer
providedsoftware,equipment,applications,facilitiesorconnectivityorforanybetaortrialservice;
AnyactoromissiononthepartofCustomer,othersengagedorauthorizedbyCustomerorbythird
parties (including, without limitation, other service providers and utilities) and violations of the
EarthLinkBusinessAcceptableUsePolicy(AUP);
CustomersfailuretoreleasetheServicefortestingandrepairasrequestedbyEarthLinkBusinessor
any failure by Customer, or others authorized by Customer, to provide reasonable access to
CustomerspremisesthatpreventsEarthLinkBusinessfromcomplyingwithobligations;
AnyforcemajeureeventorothereventbeyondthecontrolofEarthLinkBusiness,including,without
limitation, unavailability, interruptions or delays in telecommunications or other third party
equipment,supplies,powerorservicesneededtoprovidetheServices,virusattacksandhackers;
New Service that has not been accepted by Customer or any Service nonconformance occurring
withinthefirstthirty(30)daysofServicefortheaffectedcircuitelement;
Service that is (i) modified on an individual case basis (ICB), (ii) based on classes of service other
thanCommittedInformationRate(CIR)orVariableBitRate(VBR),(iii)wheretherouterorother
customer premises equipment (collectively, CPE) is not configured to Traffic Shape the packets
offered to less than or equal to the Sustained Cell Rate(SCR) or CIR, and/or (iv) delivered to the
Customer using EVDO/Wireless; and network access that does not directly interface a port on the
EarthLinkBusinessnetworkviaphysicalorlogicalconnection;or
AnyeventoroccurrenceresultinginanotroublefounddeterminationbyCustomerSupport.

ChronicOutage
IntheeventofachronicServiceoutage(ChronicOutage)asdefinedbelow,Customermayrequestanescalation
ofrepairinwritingtosupport@earthlinkIT.com.ChronicOutagemeansaspecificcircuitelementataparticular
Servicelocation(i)thatexperiencesthree(3)ormoreoccurrencesofrepairsduringagivenmonthnotresulting
fromaCustomercausedimpairmentor(ii)thatisinviolationofthesameNetworkAvailabilitySLAObjectivemore
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thanthree(3)timeswithinagivenmonth(AffectedService).EarthLinkBusinesswillhaveten(10)businessdays
followingreceiptofCustomersnotificationofaChronicOutagetoevaluateandprescribearesolution,includinga
timelinetocompletetheprescribedrepairs(CurePeriod).IfEarthLinkBusinessisunabletoresolvetheChronic
OutagewithintheCurePeriod,CustomermayterminatetheAffectedServicewiththirty(30)dayswrittennotice
toEarthLinkBusinesswithoutincurringanearlyterminationfee(ETF);however,Customerwillremainobligated
topayforallServicesreceivedthroughtheterminationdate.

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