These SLAs apply only to Customers executing an agreement for Enterprise Mobility Dial Access service and using Verizon Enterpise Solutions Access Manager and Verizon Enterpise Solutions Dial Analysis.

The Call Success Rate, No Busy Signal, Ring No Answer, and Average Initial Connect Speed SLAs are based on data collected, aggregated within a calendar month and are reported on Verizon Enterpise Solutions Information One website (https://infoone.mci.com) by the seventh (7th) business day of the following month for dial connection attempts to Verizon Enterpise Solutions-designated Points of Presence ("POPs") in the Verizon Enterpise Solutions Dial Access Network ("DAN"). End user data from a calendar month and collected by Verizon Enterpise Solutions in the following calendar month will apply to the SLAs for the following calendar month. As used in this SLA:

"Successful Connections" = (Total Connection Attempts) - (Connection Attempts of Category Modem Problems) - (Connection Attempts of Category Ring No Answer) - (Connection Attempts of Category Busy Signals) - (Connection Attempts of Category of Login Failures)

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"Total Connection Attempts" = (Total Connection Attempts) - (Connection Attempts of Category Modem Problems) - (Connection Attempts of Category of Login Failures).

Call Success Rate

Scope: The SLA is based on percentage of successful connection attempts of end user dial sessions to the DAN compared to total connection attempts. The Call Success Rate shall equal to or exceed 90% for a month.

Process: The Dial Analysis Client will collect dial session connection attempts and upload connection attempts to a Verizon Enterpise Solutions website upon a successful connection. Verizon Enterpise Solutions Dial Analysis will collect, aggregate and report percentage of total call success rate.

Total Call Success Rate % = 100*((Successful Connections)/ (Total Connection Attempts))

No Busy Signal

Scope: The SLA is based on the percentage of connections attempts with no busy signals compared to all connection attempts. The no busy signal shall equal or greater than 96% for a month.

Process: Dial Analysis Client will collect dial session connection attempts and report percentage of busy signals.

% No Busy Signal = 100* (1-((Connection Attempts of Category Busy Signals)/ (Total Connection Attempts)))

Ring No Answer

Scope: The SLA is based on the percentage of connection attempts that did not have a ring no answer compared to all connection attempts. The Ring No Answer SLA shall be equal or greater to 96% for a month.

Process: Dial Analysis Client will collect dial session connection attempts and report percentage of ring no answer connection attempts.

% Ring No Answer = 100* (1-((Connection Attempts of Category Ring No Answer)/ (Total Connection Attempts)))

Average Initial Connect Speed

Scope: The SLA is based on the Initial Connect Speeds experienced by end users. The Average Initial Connect Speed shall equal or greater than 40Kbps for a month.

Process: Dial Analysis Client will collect initial connect speeds at which the end user's modem connected to the DAN.

Average Initial Speed = (Sum of Initial Connect Speeds of Successful Connections)/(Successful Connections)

Service Level Agreement Remedy

In calculating compliance with the above SLAs, Verizon Enterpise Solutions will exclude (a) failures resulting from end users connection attempts resulting from Modem Problems and Login Failures, (b) service or data failures due to reasons of Force Majeure (as defined in the applicable service agreement), (c) failures to collect data resulting from local, long distance and international service malfunctions, and (d) connection attempts to unrecognized POPs. To be eligible for these SLAs, Customer must have 10,000 connection attempts in a month and Customer must have 1,000 Dial Analysis registered users in a month.

To claim a credit, Customer must submit a complete a Verizon Enterpise Solutions claim form available on the Information One Website on or before the thirtieth (30) calendar day from the date the SLA results were posted. Customer's sole remedy for Verizon Enterpise Solutions's failure to meet any and all SLAs shall be to receive a credit outlined in Table 1 below, of the Verizon Enterpise Solutions dial-up access charges, net of discounts and taxes, billed to Customer for the month ("Dial Charges") in which Verizon Enterpise Solutions failed to meet the SLA for each SLA. For any given month, the maximum credit available to Customers is a credit equal maximum three (3) percent of the Dial Charges.

Table 1 SLA Credits