1 SERVICE LEVEL AGREEMENT FOR IP VPN SERVICE … · 1 SERVICE LEVEL AGREEMENT FOR IP VPN SERVICE...

SLA.IP VPN.GBL.06-13 Orange and Orange Business Services are trading names of the Orange Group and are trademarks of Orange Brand Services Limited. CONFIDENTIAL

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1 SERVICE LEVEL AGREEMENT FOR IP VPN SERVICE

1.1 Introduction This SLA describes the Service Levels applicable to the IP VPN Service. Non-achievement of a Service Level may entitle Customer to receive credits against Charges, or other remedies, each as set out in this SLA.

1.2 Definitions As used in the context of IP VPN Service, the following words shall have the meanings defined in this Clause 1.2. Solely as used in the context of IP VPN Service, the words defined in this Clause 1.2 shall supersede any conflicting definition set forth elsewhere in the Agreement. "Automation" means the Orange proprietary set of systems and processes that automatically detect Incidents on the Orange Network or Orange Voice Network infrastructure elements and the Customer Network Elements and that create Incident Reports relating to such Incidents. "Back-Up" means the IP VPN Service contingency system, which uses either automatic ISDN back-up or redundant Tail Circuits with automatic switching capability on a separate circuit path to the Tail Circuit or DSL circuit. Back Up for Hub Locations must include equivalent service levels and diverse routing. "CE" or "CE Router" means any router (including cables, connectors, and software) supplied by Orange as part of the IP VPN Service and installed at Locations. "DSL" means Digital Subscriber Line. "DSL Service Type" means the DSL Select, DSL Select Off-Net, DSL Premier Gold, or DSL Premier Platinum Service Types. "Dual Access" means that there is totally diverse routing from the CE Router(s) to the Orange backbone so that there is no single point of failure. "Entry Access Node" means the access Node to which the originator data terminal equipment is connected. "Exit Access Node" means the access Node to which the destination data terminal equipment or host computer is connected. "Global Backbone Availability" means the concatenated availability of all the backbone PE Routers. This Service Level is applicable only to the Lite Service Types. "GTTR Country" means a country that Orange determines it is generally able to meet the 5-Hour GTTR Service Level, taking into account the quality of the local TOs’ operation and infrastructure and the availability of in-country support personnel (e.g. field technicians) and materiel (e.g. hardware and software spares) resources, and logistic conditions (e.g. service centers, spare depot, public transportation, etc.). Orange updates its list of GTTR Countries on a periodic basis. "Hub Location" means the Location(s) designated as a hub or host Location by Customer. "Incident" means a failure or malfunction within the IP VPN Service. Incidents do not include Service unavailability during Scheduled Maintenance (as defined below). "Incident Report" means the documentation initially created by Orange when an Incident is reported, as well as the set of actions taken or to be taken by Orange to remedy an Incident. Incident Reports are opened reactively when Customer reports an Incident, or proactively when Automation detects an Incident. Reactive and proactive opening of Incident Reports are more fully described in the Service Description for Service Select - Service Support. "IP VPN Service" means the Orange IP VPN Service, as described in the Orange standard service description for such service, prevailing from time to time. "ISDN" means Integrated Services Digital Network. "Jitter" means the inter packet delay variation between an Orange Entry Access Node and an Orange Exit Access Node belonging to the same customer community. Jitter is expressed in milliseconds (ms). "Key City" individually and collectively means the cities listed in Exhibit A (Key Cities) of this SLA, as amended by Orange from time to time. "Key City Location" means the Location is (i) connected to a Node located within a Key City, and (ii) situated within fifty (50) kilometers of such Key City. "Lite Service Type" means the Silver Lite, Gold Lite, or Platinum Lite Service Types. "MOS" means Mean Opinion Score, which is the performance indicator for voice applications monitored by Orange under the Network Boost Application SLA option. "MOS-scale" as used in the context of the Network Boost Service, means the sound quality of the voice applications, as registered by the voice application end users on a scale from 1 to 5.

Service Level Agreement for IP VPN Service


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"Month" means a calendar month. "Network Services" as used in this Service Level Agreement, means the Orange IP VPN Service. "Network" means the Orange network used by Orange for the provision of the IP VPN Service, excluding Tail Circuit (or DSL circuit in the case of DSL Select, DSL Select Off-Net, DSL Premier Gold and DSL Premier Platinum Service Types), public networks, and CE Routers. "Node" means a node of the Network to which Customer is connected via a Tail Circuit (or DSL circuit in the case of DSL Select, DSL Select Off-Net, DSL Premier Gold, and DSL Premier Platinum Service Types) or to which Customer dials in, such Nodes being deployed at such times and places as determined by Orange. "Normal Business Hours" or "NBH" means the normal business hours in each country where Customer’s Locations are situated, which are generally from 9:00 A.M. to 5:00 P.M., unless otherwise specified in the Agreement. "Normal Service Condition" means that the Location is situated within a 50–kilometer radius of the nearest Orange service center, and the Orange service center is located within the same country as the Location requiring a repair service. "Outage" means the non-availability of the IP VPN Service at a Location, which prevents Customer or any User from sending or receiving data using the IP VPN Service. "Path Availability" means the virtual communication link availability, expressed as a percentage, between two CE Routers connected to the Orange Network, including Tail Circuit (or DSL circuit in the case of DSL Premier Gold and DSL Premier Platinum Service Types) and contingency solutions. "PE" or "PE Router" means the Orange router allowing a CE Router to be connected to IP VPN Service. "PLR" or "Packet Loss Ratio" means the ratio between the number of IP packets sent by a source router and the number of packets actually received by the destination router. The Packet Loss Ratio is expressed as a percentage. "PSTN" means public switched telephone network. "P-QS" means Profile Quality Score, which is the performance indicator for the data applications monitored by Orange under the Network Boost Application SLA option. "Qualifying Charges" means: (a) solely with respect to Silver, Gold and Platinum Service Types and the Lite Service Types, the monthly recurring Charges for IP VPN Service (but excluding monthly recurring Tail Circuit charges) at the Location in which a Service Level credit has arisen, and (b) solely with respect to the DSL Service Types, the monthly recurring charges for IP VPN Service (including monthly recurring DSL circuit charges) at the Location in which a Service Level credit has arisen. Unless otherwise agreed in writing by Orange and Customer, for all Service Types, Qualifying Charges exclude any and all one-time charges (including, but without limitation, charges for installation, project management and professional services). "RA" or "Router Availability" means the time the router and its access link to the Orange PE Router are up and running. It is expressed as a percentage of up time versus the total time for the observation period. "RTD" or "Round Trip Delay" means the elapsed time taken for the two-way transmission of a packet between two routers, as described in Clause 1.5.1 (CE-to-CE RTD) and 1.5.2 (PE-to-PE RTD), whichever Service Level is applicable. The RTD is expressed in milliseconds. "Site Availability" means the virtual communication link availability, expressed as a percentage, between a Location and a PE Router to which the CE Router is connected, including Tail Circuit (or DSL circuit in the case of DSL Select, DSL Premier Gold, and DSL Premier Platinum Service Types) and the part of the Orange Network that provides connectivity for the Location. There is no Site Availability Service Level for the DSL Select Off-Net Service Type. "Scheduled Maintenance" means maintenance scheduled by Orange to occur during low Network traffic periods three to five times per year to implement generic changes to, or generic version updates of, the Network and lasting an average of five minutes each. "Service Type" means each type of IP VPN Service set out in Table 1, Table 2, and Table 3 in Clause 1.3 (IP VPN Service Type). "Site Profile" means the three types of IP VPN Service, namely: (a) IP VPN Corporate, (b) IP VPN Small, and (c) IP VPN Small Off-Net. "SLA" means this Service Level Agreement for the IP VPN Service. "Third Party Intervention" means intervention by any person not authorized by Orange. "TO" or "Telecommunications Operator" means an entity authorized to own, lease, and operate telecommunications circuits.



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1.3 IP VPN Service Type The IP VPN Service Type that Customer orders from Orange will determine the type of Service Levels available to Customer. Table 1 below describes the Service Levels applicable to the Silver, Gold, and Platinum Service Types. Table 2 describes the Service Levels applicable to the DSL Select, DSL Select Off-Net, DSL Premier Gold and DSL Premier Platinum Service Types. Table 3 describes the Service Levels applicable to the Lite Service Types.

Table 1: IP VPN Orange-Managed Service Types

Service Level IP VPN Orange-Managed Service Types

Silver Gold Platinum Site Availability Yes Yes Yes

Path Availability‡ Yes Yes Yes

CE-CE Round Trip Delay Yes Yes, for D1 & D2 classes Yes, for RT†, D1 & D2 classes

CE-CE Packet Loss Yes Yes, for D1 & D2 classes Yes, for RT†, D1 & D2 classes

CE-CE Jitter No No Yes for RT†

Notes: † Only between two Locations with Platinum Service Type. ‡ Not available for Locations connected via DSL access.

Table 2: IP VPN Orange-Managed DSL Service Types

Service Levels IP VPN Orange-Managed DSL Service Types

DSL Select DSL Select Off-Net DSL Premier Gold DSL Premier Platinum

Site Availability Yes No Yes Yes

Path Availability No No Yes Yes

CE-CE Round Trip Delay No No Yes, for D1 & D2 classes

Yes, for RT†, D1 & D2 classes

CE-CE Packet Loss No No Yes, for D1 & D2 classes

Yes, for RT†, D1 & D2 classes

CE-CE Jitter No No No Yes for RT class†

Table 3: IP VPN Customer-Managed Service Types

Service Levels IP VPN Customer-Managed Service Types

Silver Lite Gold Lite Platinum Lite Global Backbone Availability Yes Yes Yes

PE-PE RTD Yes Yes Yes

PE-PE Packet Loss Yes Yes Yes

PE-PE Jitter No No Yes†

NOTE: † Only between two Locations with Platinum Lite Service Type.

1.4 Service Levels for Site Availability and Global Backbone Availability 1.4.1 Site Availability

The Silver, Gold, Platinum, DSL Select, DSL Premier Gold, and DSL Premier Platinum Service Types are supported by a Site Availability Service Level. There is no Site Availability Service Level for the DSL Select Off-Net Service Type. In case of a single router Location topology, Site Availability is equal to Router Availability. In case of dual CE Router / Tail Circuit topology, the failure of one CE Router does not constitute non-Site Availability of the IP VPN Service. The actual Site Availability is calculated on a Monthly basis. The following Site Availability Service Levels are applicable for the IP VPN Silver, Gold, Platinum, DSL Select, DSL Premier Gold and DSL Premier Platinum Service Types in Key Cities, Region 1, Region 2, and Region 3.



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Table 4: Site Availability Service Levels Si

te L

ocat

ion

Service Types

Continuity Solutions

None

NA

S B

acku

p (S

ingl

e C

E)

Air

Bac

kup

(Sin

gle

CE)

NA

S B

acku

p (D

ual C

E)

Always-On Dual

DSL

Sel

ect

DSL

Pre

mie

r G

old

or D

SL

Prem

ier

Plat

inum

Ethe

rnet

or

Leas

ed L

ine

Sate

llite

DSL

Pre

mie

r G

old

or D

SL

Prem

ier

Plat

inum

Key

Citi

es

Silver, Gold Platinum over Leased Line or

Ethernet

99.5% 99.7% 99.7% 99.85% 99.85% 99.85% 99.95% 99.98% N/A

DSL Premier Gold or DSL Premier

Platinum 99.2% 99.6% 99.6% 99.75%

99.75%† or

99.5%†† N/A N/A N/A 99.95%

DSL Select 98.8% 99.4% 99.4% N/A N/A N/A N/A N/A N/A

Reg

ion

1


Ethernet

99.3% 99.6% 99.6% 99.75% 99.75% 99.75% 99.95% 99.98% N/A


Platinum 99.2% 99.6% 99.6% 99.75%

99.75%† or

99.5%†† N/A N/A N/A 99.95%

DSL Select 98.8% 99.4% 99.4% N/A N/A N/A N/A N/A N/A

Reg

ion

2


Ethernet

98.3% 99.2% 99.2% 99.35% 99.35% 99.35% 99.95% 99.98% N/A


Platinum N/A N/A N/A N/A N/A N/A N/A N/A N/A

DSL Select N/A 98.6% 98.6% N/A N/A N/A N/A N/A N/A

Reg

ion

3

City List “A”‡ Silver, Gold

Platinum over Leased Line or

Ethernet

97.5% 98.2% N/A 98.4% 98.4% N/A 98.8% 98.8% N/A

City List “B”‡‡ Silver, Gold


Ethernet

96.5% 97.5% N/A 97.7% 97.7% N/A 98.0% 98.0% N/A

All Other Cities Silver, Gold


Ethernet

N/A Case-by-

Case Basis

N/A Case-by-

Case Basis

Case-by-Case Basis

N/A Case-by-

Case Basis

Case-by-Case Basis

N/A


Platinum N/A N/A N/A N/A N/A N/A N/A N/A N/A

DSL Select N/A Case-by-

Case Basis

Case-by-Case Basis

N/A N/A N/A N/A N/A N/A



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(‡) City List “A” (‡‡) City List “B”

Abidjan, Ivory Coast Amman, Jordan Bangalore, India Beirut, Lebanon Casablanca, Morocco Chennai, India Dakar, Senegal Douala, Cameroon

Entebbe, Uganda Kampala, Uganda La Paz, Bolivia Maputo, Mozambique Mumbai, India Tbilisi, Georgia Tunis, Tunisia Windhoek, Namibia

Accra, Ghana Antananarivo, Madagascar Asmara, Eritrea Baku, Azerbaijan Cairo, Egypt

Delhi, India Dhaka, Bangladesh Nairobi, Kenya Praia, Cape Verde Rabat, Morocco

Notes: (†) 99.75% in Australia, Belgium, France, Germany, Japan, and Spain;

(††) 99.5% in Austria, Italy, Netherlands, Poland, Sweden, Switzerland, United Kingdom, and United States. For leased line with ISDN backup, Site Availability Service Level is the same as the Site Availability Service Level for leased line with NAS backup.

Site Availability Service Level Remedies Subject to the conditions set out below, if the actual Site Availability is less than the Site Availability Service Level, then Customer will be entitled to receive a credit against the Qualifying Charges for the affected Location where the Outage occurred. The credit will be calculated as one thirtieth (1/30th) of the Qualifying Charges for each hour of Outage up to a cumulative maximum credit of 100% of Qualifying Charges for the Location where the Outage occurred. All credits will be pro-rated on a per minute basis. The Site Availability Service Levels are subject to the following conditions: (a) For topologies with dual CE Router continuity solution, the diversity of Tail Circuits must be confirmed by the TO. (b) For topologies with Air Backup, ISDN Backup, or NAS Backup continuity solutions, in order to qualify for the Service Level, Customer must test the Air Backup, ISDN Backup, or NAS Backup on a Monthly basis with the Orange Customer Service Manager.

1.4.2 Path Availability

The Silver, Gold, Platinum, DSL Premier Gold, and DSL Premier Platinum Service Types are supported by a Path Availability Service Level. However, the Path Availability Service Level is not applicable to the multicast optional service and, therefore, excludes multicast traffic. (a) Path Availability is calculated on a Monthly basis. The Path Availability Service Level is not

available for Locations connected to the Orange Network with DSL Select or DSL Select Off-Net Service Types.

(b) The Path Availability Service Levels are limited to fifty (50) Location pairs and are set out in Exhibit D (Customer Specific Service Levels). Each Path Availability Location Pair is composed of a 'source' Location and a 'destination' Location, which will be identified in Exhibit D. Path Availability Service Levels in excess of 50 Location pairs will be considered by Orange on a case-by-case basis.

(c) Subject to the conditions set out in Clause 1.4.2(d) below, if the actual Path Availability between the 'source' Location and the 'destination' Location is less than such Location pair’s Path Availability Service Level, then for each hour of Outage at either the 'source' Location or the 'destination' Location, Customer will be entitled to receive a credit equal to 10% percent of the Qualifying Charges for the 'source' Location up to a cumulative maximum credit of 50% of the Qualifying Charges for the 'source' Location. All credits will be pro-rated on a per minute basis.

(d) Notwithstanding the provision set out in Clause 1.4.2(c) above, if Orange fails to achieve the Path Availability Service Level in respect of a Location pair, and at the same time Orange misses the Site Availability Service Level(s) for one of the Locations or both Locations in such Path Availability Location pair thereby entitling Customer to receive Site Availability Service Level credit(s) under Clause 1.4.1 (Site Availability), then Customer shall not be entitled to receive Path Availability Service Level credit under this Clause 1.4.2 (Path Availability).



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1.4.3 Global Backbone Availability Lite Service Types are supported by the Global Backbone Availability Service Level. The Global Availability is calculated on a Monthly basis.

Table 5: Global Backbone Availability - Service Level Percentage Service Level (%)

Global Backbone Availability 99.99%

If the actual Global Backbone Availability is less than the Global Backbone Availability Service Level, then Customer will be entitled to receive a credit against the Qualifying Charges for the affected Location where the Outage occurred. The credit will be calculated as one thirtieth (1/30th) of the Qualifying Charges for each hour of Outage up to a cumulative maximum credit of 100% of Qualifying Charges for the Location where the Outage occurred. All credits will be pro-rated on a per minute basis. Since IP VPN Lite Service Types are not end-to-end managed IP VPN Service, Orange will provide credits only if Customer opens a trouble ticket for the Location where the Outage occurred.

1.4.4 Service Termination Remedy for Chronic Site Availability Failure or Global Backbone

Availability Failure In addition to the credits provided above for non-achievement of the Site Availability Service Level or the Global Backbone Availability Service Level, Customer will be entitled to: (a) Cancel the IP VPN Service at the affected Location if the cumulative maximum credit for Site

Availability Service Level or the Global Backbone Availability Service Level (each as applicable) is due in 2 consecutive Months, or in any 4 Months during any rolling 12-Month period (e.g. June 1, 2008 to May 31, 2009; June 1, 2009 to May 31, 2010, etc.), by giving Orange at least 30 days prior written notice; or

(b) Cancel the IP VPN Service at all Locations if the cumulative maximum credit for Site Availability Service Level or the Global Backbone Availability Service Level (each as applicable) is due in 2 consecutive Months, or in any 4 Months during any rolling 12-Month period (e.g. June 1, 2008 to May 31, 2009; June 1, 2009 to May 31, 2010, etc.), for more than 50% of the total number of IP VPN Service Locations, by giving Orange at least 30 days prior written notice.

1.5 Round Trip Delay The RTD Service Level depends upon the Service Type that Customer selects.

1.5.1 CE-to-CE RTD (a) For Silver, Gold, Platinum, DSL Premier Gold, and DSL Premier Platinum Service Types, the

RTD is measured from CE Router to CE Router. The CE-to-CE RTD Service Level is not applicable to the multicast optional service and, therefore, excludes multicast traffic. The Round Trip Delay for these IP VPN Service Types of the IP VPN Service is measured per Class of Service (as identified in the Service Description for the IP VPN Service). Orange will measure the CE-to-CE RTD as follows: 10 packets are sent from CE Router to CE Router at 20-millisecond intervals. The packet size will vary depending on the Class of Service (i.e., 64 bytes for Real Time Class of Service and 128 bytes for other CoS).

(b) The Customer-specific CE-to-CE RTD Service Levels are limited to fifty (50) Location pairs and are set out in Exhibit D (Customer Specific Service Levels). CE-to-CE RTD Service Levels in excess of 50 Location pairs will be considered on a case-by-case basis. These CE-to-CE RTD Service Levels are indicative metrics only. During 3 Months following the completion of the installation of Customer’s entire IP VPN network, Orange will evaluate these indicative metrics and will replace them (if necessary) with the final committed CE-to-CE RTD Service Levels; provided, however, Orange shall have an additional 3-Month period (i.e. a total of 6 Months) to evaluate the indicative CE-to-CE RTD metrics in respect of any IP VPN Service in China and to replace such indicative metrics (if necessary) with the final committed CE-to-CE RTD Service Levels.

(c) The CE-to-CE RTD measurement value will be accounted for in the average monthly Service Level if (i) the nominal Tail Circuit (or DSL circuit for DSL Premier Gold and DSL Premier Platinum Service Types) route is used, and (ii) the link load: does not exceed 30% for IP bandwidth less than or equal to 512 kbps; does not exceed 50% for IP bandwidth less than or equal to 10 Mbps; or does not exceed 70% for IP bandwidth greater than 10 Mbps.

(d) The actual CE-to-CE RTD is calculated on a Monthly basis.



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(e) If the actual CE-to-CE RTD is greater than the CE-to-CE RTD Service Level, then Customer will be entitled to receive an incremental credit equal to 10% of Qualifying Charges for the affected Location for every whole 10% by which actual CE-to-CE RTD is greater than the CE-to-CE RTD Service Level, up to the following cumulative maximum credit amount: For Silver, Gold, and Platinum Service Types: up to a cumulative maximum credit of 50% of

Qualifying Charges for the affected Location; and For DSL Premier Gold and DSL Premier Platinum Service Types: up to a cumulative

maximum credit of 10% of Qualifying Charges for the affected Location. 1.5.2 PE-to-PE RTD

For Lite Service Types, the RTD is measured from PE Router to PE Router. Orange will measure the PE-to-PE RTD as follow: 10 packets are sent from PE to PE at 20 millisecond intervals. The packet size is fixed at 128 bytes. The PE-to-PE RTD is calculated on a calendar month basis. The PE-to-PE RTD Service Levels are set forth in Exhibit C (PE-to-PE Round Trip Delay Service Levels). If the actual PE-to-PE RTD is greater than the PE-to-PE RTD Service Level, then Customer will be entitled to receive a credit equal to 10% of Qualifying Charges for the affected PE-to-PE path.

1.6 Service Level for Packet Loss Ratio 1.6.1 CE-to-CE PLR

(a) For Silver, Gold, Platinum, DSL Premier Gold, and DSL Premier Platinum Service Types, the Packet Loss Ratio is measured from CE Router to CE Router; provided, however, if the “source” Location’s CE Router and the “destination” Location’s CE Router are made by different manufacturers (e.g. one is a Cisco router and the other is a Huawei router), then the CE-to-CE PLR Service Level will be measured as a round-trip Packet Loss Ratio using the PLR data collected from the “destination” Location’s CE Router. The Packet Loss Ratio for these IP VPN Service Types of the IP VPN Service is measured per Class of Service. Orange will measure the CE-to-CE PLR as follows: 10 packets are sent from CE Router to CE Router at 20-millisecond intervals. The packet size will vary depending on the Class of Service (i.e. 64 bytes for Real Time Class of Service and 128 bytes for other CoS).

(b) The Locations covered by the CE-to-CE PLR Service Levels will correspond to the Location pairs for the CE-to-CE RTD set out in Exhibit D (Customer Specific Service Levels). The CE-to-CE PLR Service Levels are indicative metrics only. During 6 Months following the completion of the installation of Customer’s entire IP VPN network, Orange will evaluate these indicative metrics and will replace them (if necessary) with the final committed CE-to-CE PLR Service Levels.

(c) The CE-to-CE PLR Service Level only applies if (i) the nominal Tail Circuit is used (or DSL circuit in the case of DSL Premier Gold and DSL Premier Platinum Service Types), and (ii) the link load: does not exceed 30% for IP bandwidth less than or equal to 512 kbps; does not exceed 50% for IP bandwidth less than or equal to 10 Mbps; or does not exceed 70% for IP bandwidth greater than 10 Mbps.

In addition, the CE-to-CE PLR Service Level is not applicable to the multicast optional service and, therefore, excludes multicast traffic. (d) If the actual CE-to-CE PLR is greater than the CE-to-CE PLR Service Level, then Customer will

be entitled to receive a credit as set forth below: For Silver and Gold Service Types: an incremental credit equal to 10% of the Qualifying

Charges for the affected Location for every whole 10% by which the actual CE-to-CE PLR is greater than the CE-to-CE PLR Service Level, up to a cumulative maximum credit of 50% of Qualifying Charges for the affected Location.

For Platinum Service Type without Telepresence Connect optional feature: an incremental credit equal to 10% of the Qualifying Charges for the affected Location for every whole 10% by which the actual CE-to-CE PLR is greater than the CE-to-CE PLR Service Level, up to a cumulative maximum credit of 50% of Qualifying Charges for the affected Location.

For Platinum Service Type with Telepresence Connect optional feature: a cumulative maximum credit of 10% of Qualifying Charges for the affected Location if the actual CE-to-CE PLR exceeds the CE-to-CE PLR Service Level by 10% or more.

For DSL Premier Gold and DSL Premier Platinum Service Types: an incremental credit equal to 10% of the Qualifying Charges for the affected Location for every whole 10% by which the actual CE-to-CE PLR is greater than the CE-to-CE PLR Service Level, up to a cumulative maximum credit of 10% of Qualifying Charges for the affected Location.



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1.6.2 PE-to-PE PLR For Lite Service Types, Packet Loss Ratio is measured on PE-to-PE path only, and is measured on a Monthly basis. (a) For RT-Vi and D1 Classes of Service, the PLR is 0.05% if both PE Routers are located in one of

the following cities.

Table 6: PE Router City Locations Amsterdam, Netherlands Atlanta, Georgia, United States Brussels, Belgium

Chicago, Illinois, United States Dallas, Texas, United States Denver, Colorado, United States

Frankfurt, Germany Geneva, Switzerland Hamburg, Germany

Houston, Texas, United States London, United Kingdom Los Angeles, California, United States

Milan, Italy Mumbai, India New York, New York, United States

Paris, France Philadelphia, Pennsylvania, United States

Rio de Janeiro, Brazil

Rotterdam, Netherlands Santiago, Chile Sao Paulo, Brazil

Seattle, Washington, United States Stuttgart, Germany Washington DC, United States

Zurich, Switzerland However, if either PE Router on the PE-to-PE path is not located in one of the cities listed above, then the PLR Service Level for RT-Vi and D1 Classes of Service will be as set forth in the PE-to-PE Service Level table in Clause 1.6.2(b) below. (b) The following PE-to-PE PLR Service Levels are applicable to:

(i) RT-Vi and D1 Classes of Service if either PE Router on the PE-to-PE path is not located in one of the cities listed in Clause 1.6.2(a) above; and

(ii) RT-Vo and D2 Classes of Service.

Table 7: PE-to-PE PLR Service Levels

PE-to-PE PLR (%) Western Europe

Eastern Europe

North America

East

North America

West Latin

America Asia ANZ South Africa

Middle East

Western Europe 0.1 0.2 0.3 0.3 0.4 0.3 0.3 0.2 0.2

Eastern Europe 0.2 0.3 0.3 0.4 0.3 0.3 0.3 0.3

North America - East 0.1 0.2 0.3 0.2 0.2 0.4 0.3

North America - West 0.1 0.3 0.2 0.2 0.4 0.4

South America 0.2 0.4 0.4 0.4 0.4

Asia 0.1 0.2 0.4 0.3

ANZ 0.1 0.4 0.4

South Africa 0.1 0.3

Middle East 0.1 The Orange countries for each geographic region listed above are as follows:

Western Europe France, United Kingdom, Benelux, Italy, Switzerland, Spain, Portugal, Denmark, Scandinavia, Ireland, Germany, Austria, and Netherlands,

Easter Europe Russian Federation, Poland, Hungary, Greece, Romania, and Czech Republic,

North America East United States East Coast states, plus Chicago, Houston, Tulsa, Dallas, and Montreal, Canada,

North America West United States West Coast states, plus Denver, Colorado and Toronto, Canada.

Latin America Argentina, Brazil, Chile, Colombia, Guatemala, Peru, Venezuela, Caribbean, and Mexico.

Asia China, Hong Kong, India, Japan, Malaysia, Republic of Korea, Taiwan, and Thailand.

ANZ Australia and New Zealand.

South Africa South Africa

Middle East Israel, United Arab Emirate, Egypt, and Bahrain.



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If the actual PE-to-PE PLR is greater than the PE-to-PE PLR Service Level, then Customer will be entitled to receive a cumulative maximum credit equal to 10% of Qualifying Charges for the affected PE-to-PE path.

1.7 Service Level for Jitter 1.7.1 CE-to-CE Jitter

(a) For Platinum and DSL Premier Platinum Service Types, the Jitter Service Level and is measured from CE Router to CE Router. Jitter is measured for real-time Video and Voice Classes of Service, as described in the Service Description for the IP VPN Service. Orange will measure the CE-to-CE Jitter as follows: 10 packets are sent from CE Router to CE Router at 20-millisecond intervals. The packet size is 64 bytes.

(b) The Locations covered by the CE-to-CE Jitter Service Levels will correspond to the Location pairs for the CE-to-CE RTD set out in Exhibit D (Customer Specific Service Levels). The CE-to-CE Jitter Service Levels are indicative metrics only. During 6 Months following the completion of the installation of Customer’s entire IP VPN network, Orange will evaluate these indicative metrics and will replace them (if necessary) with the final committed CE-to-CE Jitter Service Levels.

(c) The CE-to-CE Jitter Service Level only applies if (i) the nominal Tail Circuit (or DSL circuit in the case of DSL Premier Platinum Service Type) used, and (ii) the link load: does not exceed 30% for IP bandwidth less than or equal to 512 kbps; does not exceed 50% for IP bandwidth less than or equal to 10 Mbps; or does not exceed 70% for IP bandwidth greater than 10 Mbps.

In addition, the CE-to-CE Jitter Service Level is not applicable to the multicast optional service and, therefore, excludes multicast traffic. (d) The actual Jitter is calculated on a Monthly basis. The CE-to-CE Jitter Service Level between a

Location pair is: (i) 40 milliseconds if the Platinum Service Type for either or both Location(s) in the Location

pair does not have Telepresence Connect optional feature; (ii) 40 milliseconds if the Platinum Service Type for both Locations has Telepresence Connect

optional feature but one Location or both Location(s) in the Location pair is/are located in China;

(iii) 40 milliseconds in the case of DSL Premier Platinum Service Type; and (iv) unless otherwise set forth in Table 17 (CE- CE Round Trip Delay, Packet Loss Ratio, Jitter)

in Exhibit D (Customer Specific Service Levels), 10 milliseconds if: (A) the Platinum Service Type for both Locations in the Location pair has Telepresence Connect optional feature, and (B) neither Location in the Location pair is located in China.

(e) If the actual CE-to-CE Jitter is greater than the CE-to-CE Jitter Service Level, then Customer will be entitled to receive a credit as set forth below: For Platinum Service Type without Telepresence Connect optional feature: an

incremental credit equal to 10% of Qualifying Charges for the affected Location for every whole 10% by which actual CE-to-CE Jitter is higher than the CE-to-CE Jitter Service Level, up to a cumulative maximum credit of 50% of Qualifying Charges for the affected Location.

For Platinum Service Type with Telepresence Connect optional feature: a cumulative maximum credit of 10% of Qualifying Charges for the affected Location if the actual Jitter exceeds the Jitter Service Level by 10% or more.

For DSL Premier Platinum Service Type: an incremental credit equal to 10% of Qualifying Charges for the affected Location for every whole 10% by which actual CE-to-CE Jitter is higher than the CE-to-CE Jitter Service Level, up to a cumulative maximum credit of 10% of Qualifying Charges for the affected Location.

All credits will be pro-rated on a per millisecond basis. 1.7.2 PE-to-PE Jitter

PE-to-PE Jitter is only applicable to Platinum Lite Service Type. PE-to-PE Jitter is limited to the PE-to-PE path and is measured on a Monthly basis. The PE-to-PE Jitter Service Levels are as follows: (a) The PE-to-PE Jitter Service Level between two PE Routers is 5 milliseconds if both PE Routers

are located in one of the following cities.

Table 8: PE-to-PE Jitter City Locations Amsterdam Atlanta Brussels Chicago

Dallas Denver Frankfurt Geneva

Hamburg Houston London Los Angeles



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Milan Mumbai New York Paris

Philadelphia Rio de Janeiro Rotterdam Santiago, Chile

Sao Paulo Seattle Stuttgart Washington DC

Zurich (b) If either PE Router is not located in one of the cities listed in Clause 1.7.2(a) above, then the PE-

to-PE Jitter Service Level between both PE Routers is 10 milliseconds. (c) If the actual PE-to-PE Jitter is greater than the PE-to-PE Jitter Service Level, then Customer will

be entitled to receive an incremental credit equal to 10% of Qualifying Charges for the affected Location for every whole 10% by which actual PE-to-PE Jitter is higher than the PE-to-PE Jitter Service Level, up to a cumulative maximum credit of 50% of Qualifying Charges for the affected Location.

1.8 Service Level for Guaranteed Time to Repair 1.8.1 Overview

The 5-Hour GTTR Service Level (as hereinafter defined) is applicable only if the Location has a (i) Silver, (ii) Gold, (iii) Platinum, (iv) DSL Premier Gold, or (v) DSL Premier Platinum Service Type and one of the following continuity solutions:

Dual CE Routers Always-On DSL Select Always-On DSL Premier Gold

Always-On DSL Premier Platinum Dual over Ethernet

Dual over Leased Line Dual over Satellite

Dual over DSL Premier Gold Dual over DSL Premier Platinum If Customer has subscribed to the multicast or IPv6 optional service features, then any and all Incidents related to and affecting the proper operational condition of the multicast optional service or the IPv6 optional service features are excluded from the 5-Hour GTTR Service Level. The 5-Hour GTTR Service Level does not apply to any Lite Service Type, DSL Select Off-Net Service Type or the DSL Select Service Type. In addition, the 5-Hour GTTR Service Level only applies if: (a) Customer has ordered the Extended Service Support feature of Service Select – Service Support

and the Extended Service Delivery feature of Service Select – Service Delivery in connection with the .IP VPN Service, as indicated in the Orders for IP VPN Service or the Charges Schedule for IP VPN Service.

(b) the Incident has been reported to the GCSC and an Incident Report has been opened; (c) the Incident severity is classified as a Severity Level 1 (i.e. the Incident is an Outage); and (d) the Location is situated in a GTTR Country.

1.8.2 GTTR Service Level (a) Subject to the limitations described in Clause 1.8.3 (Limitations) below, Orange commits to a

GTTR Service Level of five (5) hours (hereinafter the "5-Hour GTTR Service Level"). The Locations covered by the 5-Hour GTTR Service Level will be listed in Exhibit D (Customer Specific Service Levels).

(b) The calculation of the actual time-to-repair starts when the GCSC creates the Incident Report concerning the Severity Level 1 Incident, and it ends when the GCSC closes the Incident Report after notifying Customer that the Incident is fixed. However, the Incident Report will remain open if Customer notifies the GCSC that the Severity Level 1 Incident still exists, and in such event the calculation of the actual time-to-repair will continue until the Severity Level 1 Incident is fixed.

1.8.3 Limitations The 5-Hour GTTR Service Level does not apply during the following events: (a) Unless Customer purchases 24x7x365 maintenance support for the Orange-managed router, the

5-Hour GTTR Service Level only applies during Normal Business Hours. In such event, calculation of the actual time-to-repair ceases at the end of Normal Business Hours. If the Incident Report remains open at the end of such Normal Business Hours (i.e. the malfunctioning router has not been fixed), then the calculation of the actual time-to-repair will resume at the start of Normal Business Hours on the next Business Day. For certain Locations, 24x7x365 maintenance support may not be available due to the remote location of the site or the unavailability of spares on short notice. The Orange account manager will confirm the availability of the 24x7x365 maintenance support for a specific Location at the time Customer orders such level of support.



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(b) If the Outage arises from a malfunctioning Tail Circuit, then the 5-Hour GTTR Service Level only applies if the Location is within a GTTR Country and the repair of the malfunctioning Tail Circuit falls within the TO’s maintenance hours. Thus, if the TO for the malfunctioning Tail Circuit does not provide 24x7x365 maintenance support in respect to the Tail Circuit, then calculation of the actual time-to-repair ceases at the end of the TO’s maintenance hours. In such event, if the Incident Report remains open at the end of the TO’s maintenance hours, (i.e. the malfunctioning Tail Circuit has not been fixed), then calculation of the actual time-to-repair will resume at the start of the TO's next maintenance hours. For all Locations not within a GTTR Country, Orange will use commercially reasonable efforts to have the TO repair the malfunctioning Tail Circuit as soon as possible.

(c) With respect to DSL Premier Gold and DSL Premier Platinum Service Types, the 5-Hour GTTR Service Level does not apply to Incidents caused by the PSTN or ISDN circuit failures if the TO of the DSL differs from the TO of the PSTN circuit or ISDN circuit.

(d) The 5-Hour GTTR Service Level does not apply if Customer does not provide Orange with information reasonably required by Orange to remedy the Outage.

(e) The 5-Hour GTTR Service Level does not apply if Customer does not provide Orange with access to the Location to conduct an on-site repair.

1.8.4 Remedies The 5-Hour GTTR Service Level is calculated on a Monthly basis. If the actual time-to-repair exceeds 5 hours, then Customer will receive a cumulative maximum credit equal to 10% of the Qualifying Charges for the IP VPN Service for the Location where the Outage occurred. If Customer is also entitled to receive credits under Clause 1.4 (Service Levels for Site Availability) as a result of similar Outage, then Customer shall only receive the greater of the credits due and owing to Customer under Clause 1.4 or this Clause 1.8.4. In no event shall Customer receive credits under both Clause 1.4 and this Clause 1.8.4 for the same Outage.

1.9 Network Boost Application SLA Option Service Level The Service Level set forth in this Clause 1.9 shall only apply if Customer has purchased the Network Boost Service and has selected the Application SLA optional feature of the Network Boost Service. In addition, the Application SLA Service Level does not apply to either the DSL Select Service Type or the DSL Select Off-Net Service Type. Network Boost Service is an optional service of IP VPN Service. A general description of the Network Boost Service is set forth in Clause A.1.8.4 of the Service Description for Orange IP VPN Service, and a detailed description of the Network Boost optional service can be provided to Customer if Customer orders the Network Boost Service.

1.9.1 MOS Target and P-QS Targets Table 9 sets forth the target Mean Opinion Score ("MOS Target") for codec G711 and the target Profile Quality Scores ("P-QS Targets") for the High-criticality and Top-criticality Top 5 Data Applications1:

Table 9: MOS Target & P-QS Targets

Voice Applications Top 5 Data Applications

Codec G711 High-Criticality Data Applications Top-Criticality Data Applications MOS TARGET ≥4 Not Applicable Not Applicable

P-QS TARGET Not Applicable ≥4.2 ≥4.8

1.9.2 Service Level Credit The amount of Application SLA Service Level credit that Customer is entitled to receive is based on the percentage of time during a calendar month that Orange missed the MOS Target and/or the P-QS Targets. (a) The MOS-scale data for codec G711 are collected every five (5) minutes across all current voice

application sessions monitored by the Network Boost, and the Mean Opinion Score of such MOS-scale data is calculated every four- (4) hour cycle during the calendar month. If the Mean Opinion Score is less than 4, then it would be counted as one (1) Event (as hereinafter defined) during the calendar month in which Orange missed the MOS Target.

(b) The Profile Quality Score for the Top-criticality data application(s) that comprise(s) the Top 5 Data Applications are collected every five (5) minutes across all current sessions of Top-criticality data application(s), and are averaged every four- (4) hour cycle during the calendar month. If the average Profile Quality Score for all Top-criticality data application sessions during such 4-hour

1 Data applications are grouped into Top, High, Medium and Low categories based on their criticality. The P-QS performance indicator will only support up to a maximum of 5 data applications comprised of either Top-criticality applications and/or High-criticality applications ("Top 5 Data Applications"). Orange and Customer will jointly select the Top 5 Data Applications.



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timeframe is less than 4.8, then it would be counted as one (1) Event during the calendar month in which Orange missed the P-QS Target for the Top-criticality data application(s) that comprise(s) the Top 5 Data Applications.

(c) The Profile Quality Score for the High-criticality data application(s) that comprise(s) the Top 5 Data Applications are collected every five (5) minutes across all current sessions of Top-criticality data application(s), and are averaged every four- (4) hour cycle during the calendar month. If the average Profile Quality Score for all High-criticality data application sessions during such 4-hour timeframe is less than 4.2, then it would be counted as one (1) Event during the calendar month in which Orange missed the P-QS Target for the High-criticality data application(s) that comprise(s) the Top 5 Data Applications.

The Profile Quality Score performance indicator reports cases when the IP VPN Service Users demand network resources beyond the network capacity allotted for the Location. Such cases are called "over-activity". By way of example only and not by limitation, an over-activity occurs when the applications’ end users demand more IP bandwidth over and above the IP bandwidth that Customer has ordered for the Location. The P-QS performance indicator does not apply during any period of over-activity. Thus, the P-QS values during over-activity periods are excluded from the calculation of the average P-QS.

(d) Failure by Orange to meet the MOS Target, or either P-QS Target, or all three targets (i.e. MOS Target and both P-QS Targets) during a 4-hour measurement cycle will be considered an "Event". For the avoidance of doubt, if Orange misses all three targets or two out of three targets during a 4-hour measurement cycle, then such incidents would be counted only as a single Event rather than three separate Events (in the case where Orange missed all 3 targets) or two separate Events (in the case where Orange missed 2 targets). The amount of Application SLA Service Level credit that Customer is entitled to receive is based on the percentage of time that Events have occurred during a calendar month. The percentage of time that Events have occurred during a calendar month is calculated as follows:

D(%) = E

x 100 N

NOTES: D(%) means the percentage of time that Events have occurred during the calendar month. E equals the total number of Events during the calendar month. N equals the total number of 4-hour measurement cycles per calendar month. For example: (a) there are 180 four-hour measure cycles during a 30-day calendar month– i.e. {30 days x 24

hours per day} / 4 hours, and (b) there are 186 four-hour measure cycles during a 31-day calendar month– i.e. {31 days x 24

hours per day} / 4 hours. Subject to the conditions set forth herein, the amount of Service Level credit that Customer is entitled to receive is determined as follows.

Table 10: Service Level Credit Service Level Credit

D(%) is less than or equal to 25%. 25% of the monthly recurring charge for Network Boost

D(%) is greater than 25% but less than or equal to 50%. 50% of the monthly recurring charge for Network Boost

D(%) is greater than 50% but less than or equal to 75%. 75% of the monthly recurring charge for Network Boost

D(%) is greater than 75%. 100% of the monthly recurring charge for Network Boost

NOTE: Customer’s entitlement to Service Level credit is subject to the following conditions: (1) Customer shall not be entitled to any Service Level credit during the first two (2) calendar months following the installation of the probe and the Network Boost at the Location. (2) The cumulative maximum amount of Service Level credit per Location that Customer is entitled to receive during each rolling twelve (12) calendar month period (e.g. June 1, 2008 to May 31, 2009; June 1, 2009 to May 31, 2010) cannot exceed five hundred (500%) percent of such Location’s monthly recurring charge for Network Boost.

1.10 Conditions and Exclusions Notwithstanding anything to the contrary set forth in this SLA, this SLA and Customer’s entitlement to the remedies set out in this SLA are subject to the following conditions and exclusions: (a) The remedies contained in this SLA are Customer’s sole and exclusive remedies for any failure

by Orange to meet the Service Levels under this Service Level Agreement. Other than for Service Levels applicable to Lite Service Types, Customer will not be entitled to any remedies set out in this SLA unless, and the Service Levels will apply only if, Customer orders the Extended Service Delivery feature of Service Select – Service Delivery in connection with the IP VPN



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Service, as indicated on the Orders for IP VPN Service or the Charges Schedule for IP VPN Service. Notwithstanding anything to the contrary contained herein, if Orange only provides Customer with Standard Service Delivery in connection with the IP VPN Service (i.e., Customer did not order Extended Service Delivery), all Service Levels (other than the Service Levels for Lite Service Types) will be deemed performance level targets ("SLOs" or "Service Level Objectives") only and for which there are no remedies, financial or otherwise, associated with non-achievement of the SLOs.

(b) The Orange Scheduled Maintenance or emergency maintenance of the IP VPN Service, if provided in a proper, non-negligent manner and in accordance with standard industry practices, will not be deemed to be a failure by Orange to provide the IP VPN Service in accordance with the Agreement.

(c) Customer must submit claims for credits for unachieved Service Levels in writing to Orange within 60 days following the end of the Month in which the alleged SLA breach occurred. Within 30 days following receipt of the claim, Orange will confirm in writing to Customer the amount of the credit, if any, from reports generated by Orange. Orange will issue all undisputed credits within 90 days of Customer’s written claim.

(d) Customer must exercise any IP VPN Service termination right provided under this SLA within 60 days of the breach that gave rise to Customer’s right to cancel the IP VPN Service at the affected Locations. If Customer does not notify Orange in writing of its election to cancel the IP VPN Service within the 60-day period, then Customer’s right to terminate the IP VPN Service in connection with such breach shall lapse.

(e) Any termination of the IP VPN Service by Customer due to the failure by Orange to meet any Service Level under this SLA will be without financial liability to Customer, other than Customer’s liability to pay for the IP VPN Service provided before the effective date of termination.

(f) In no event will total credits due for any unachieved Service Level in any Month exceed 100% of the Qualifying Charges for the affected Locations in that Month.

(g) Unless otherwise specified, the measurement period for all Service Levels (or SLOs, as described in Clause 1.9(a) above) commences on the first day of the Month and ends on the last day of the Month.

(h) Service Levels (or SLOs, as described in Clause 1.9(a) above) for Site Availability, Round Trip Delay, Packet Loss Ratio and Jitter will be measured from the first full Month following the Date of Acceptance of the IP VPN Service at the relevant Location.

(i) With respect to the Site Availability Service Level (or SLOs, as described in Clause 1.9(a) above), for any Location where only a single CPE router has been installed, for Outages caused by a CPE failure outside Normal Service Conditions, the travel time needed to get to the Location is excluded from the calculation of the total Outage.

(j) With respect to the Site Availability Service Level (or SLOs, as described in Clause 1.9(a) above) for any Location with only one installed CPE router, any Outage at such Location during non-Normal Business Hours as a result of a CPE router failure will be excluded from the calculation of the total Outage if Customer did not purchase Extended Service Support for the CPE router.

(k) With respect to the Path Availability Service Level (or SLOs, as described in Clause 1.9(a) above) from or to any Location with only one installed CPE router, any Outage at such path during non-Normal Business Hours as a result of a CPE router failure at the Location with only one installed CPE router will be excluded from the calculation of the total Outage if Customer did not purchase Extended Service Support for the CPE router.

(l) With respect to Service Levels (or SLOs, as described in Clause 1.9(a) above) for Round Trip Delay, Packet Loss Ratio and Jitter, the remedies shall only apply where the Customer has complied with the following Orange engineering guidelines: In the case of IP VPN Service – Silver Lite and Gold Lite Service Types, Customer must

follow the router type and IOS guidelines provided by Orange; IP Bandwidth Access:

equal or higher than 56 kbps for IP VPN Silver, Gold and Platinum Service Types. equal or higher than 512 kbps for DSL Premier Gold and DSL Premier Platinum

Service Types; and D1, D2, and D3 limitations, as shown in the IP VPN Service Description.

(m) In no event will Customer be entitled to receive any credits or other remedies for non-achievement of any Service Level if such non-achievement was caused by a Force Majeure event, Scheduled Maintenance, Third Party Intervention, environmental conditions, power outages, failures to TO exchanges, physical disruption to Tail Circuits (or DSL circuit in the case of DSL Select, DSL Select Off-Net, DSL Premier Gold, and DSL Premier Platinum Service Types) not caused by Orange or TOs, or by any act or omission of Customer or any Customer-authorized user of the IP VPN Service.



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(n) The Service Levels (or SLOs, as described in Clause 1.9(a) above) for Site Availability, CE-to-CE RTD, Packet Loss Ratio, Jitter and the Guaranteed Time To Repair are only applicable if Customer’s IP VPN Service is connected using the Tail Circuit (or DSL circuit in the case of DSL Select, DSL Premier Gold and DSL Premier Platinum Service Types) obtained through Orange. Unless specified in writing, these Service Levels (or SLOs) are only applicable to IP VPN Service connected via local loops or leased lines obtained through Orange and are not applicable to IP VPN Service connected through other types of access (e.g. dial access, satellite access, GPRS access, Off-Net access, micro-waves, wireless access, etc.).

(o) The Service Levels (or SLOs, as described in Clause 10(a) above) for CE-to-CE Packet Loss Ratio and CE-to-CE Jitter are only applicable if Customer’s Location pairs are located in countries where there is an in-country PE.

(p) This Service Level Agreement does not apply to Air Quick-Start Service. (q) With respect to the IPv6 optional feature:

(i) There is no separate or additional Site Availability Service Level associated with the IPv6 Service.

(ii) The CE-to-CE Path Availability, CE-to-CE Round Trip Delay, CE-to-CE Packet Loss Ratio, and CE-to-CE Jitter Service Levels are not measured for the IPv6 Service. In short, these Service Levels are not applicable to IPv6 traffic.

(iii) There is no separate or additional 5-Hour GTTR Service Level associated with the IPv6 optional feature. Incidents that are related to, and that affect the proper operational condition of the IPv6 Service are excluded from the 5-Hour GTTR Service Level.

EXHIBIT A KEY CITIES

Country Key City Country Key City Country Key City Australia Adelaide Germany Essen Taiwan Kaohsiung

Australia Brisbane Germany Frankfurt Taiwan Taichung

Australia Melbourne Germany Hamburg Taiwan Taipei

Australia Perth Germany Hanover United Kingdom Birmingham

Australia Sydney Germany Leipzig / Halle United Kingdom Glasgow

Austria Salzburg Germany Munich United Kingdom London

Austria Vienna Germany Stuttgart United Kingdom Manchester

Belgium Antwerp Hong Kong Hong Kong United States Atlanta

Belgium Brussels Ireland Dublin United States Austin

Canada Montreal Japan Nagoya United States Charlotte

Canada Toronto Japan Osaka United States Chicago

Canada Vancouver Japan Tokyo United States Dallas

Denmark Copenhagen Korea, Rep. of Seoul United States Denver

Finland Helsinki Luxembourg Luxembourg United States Detroit

France Lyon Netherlands Amsterdam United States Indianapolis

France Marseille Netherlands Utrecht United States Las Vegas

France Nice New Zealand Auckland United States Los Angeles

France Paris New Zealand Christchurch United States Memphis

France Toulouse New Zealand Wellington United States New York

Germany Berlin Norway Oslo United States Phoenix

Germany Bonn Singapore Singapore United States Pittsburgh

Germany Bremen Sweden Stockholm United States Portland

Germany Cologne Switzerland Geneva United States San Francisco

Germany Dusseldorf Switzerland Zurich United States Seattle



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EXHIBIT B REGIONS

Region Country Level Regional Level Region Country Level Regional Level 1 Andorra Southern Europe 2 South Africa Africa [AFR]

1 Australia Australia Region 2 South Georgia & The South Sandwich Is.

South America [SOA]

1 Austria Central & Eastern Europe 2 Sri Lanka Asia Pacific Rim

1 Belgium Northern Europe 2 Suriname South America [SOA]

1 Bulgaria Central & Eastern Europe 2 Tajikistan Asia Pacific Rim

1 Canada North America [Nam] 2 Thailand Asia Pacific Rim

1 Czech Republic Central & Eastern Europe 2 Tokelau Australia Region

1 Denmark Northern Europe 2 Trinidad & Tobago North America [Nam]

1 Estonia Central & Eastern Europe 2 Turkey Middle East [Mea]

1 Faroe Islands Northern Europe 2 Turkmenistan Central & Eastern Europe

1 Finland Northern Europe 2 Tuvalu Australia Region

1 France Southern Europe 2 Ukraine Central & Eastern Europe

1 France, Metropolitan Southern Europe 2 United Arab Emirates Middle East [Mea]

1 French Polynesia Australia Region 2 United States Minor Outlying Islands

Asia Pacific Rim

1 Germany Central & Eastern Europe 2 Uruguay South America [SOA]

1 Gibraltar Southern Europe 2 Uzbekistan Central & Eastern Europe

1 Hungary Central & Eastern Europe 2 Venezuela South America [SOA]

1 Iceland Northern Europe 2 Viet Nam Asia Pacific Rim

1 Ireland Northern Europe 2 Yugoslavia Central & Eastern Europe

1 Israel Northern Europe 3 Afghanistan Middle East [MEA]

1 Italy Southern Europe 3 Albania Central & Eastern Europe

1 Japan Japan Region 3 Algeria Middle East [MEA]

1 Korea, Republic of Asia Pacific Rim 3 Angola Africa [AFR]

1 Latvia Central & Eastern Europe 3 Antigua & Barbuda North America [NAM]

1 Liechtenstein Northern Europe 3 Azerbaijan Central & Eastern Europe

1 Lithuania Central & Eastern Europe 3 Bahamas North America [NAM]

1 Luxembourg Northern Europe 3 Bangladesh Asia Pacific Rim

1 Malta Southern Europe 3 Benin Africa [AFR]

1 Monaco Southern Europe 3 Bhutan Asia Pacific Rim

1 Netherlands Northern Europe 3 Bolivia South America [SOA]

1 New Caledonia Australia Region 3 Botswana Africa [AFR]

1 New Zealand Australia Region 3 Bouvet Island Africa [AFR]

1 Norway Northern Europe 3 Burkina Faso Africa [AFR]

1 Poland Central & Eastern Europe 3 Burundi Africa [AFR]

1 Portugal Southern Europe 3 Cameroon Africa [AFR]

1 Singapore Asia Pacific Rim 3 Cape Verde Africa [AFR]

1 Slovakia Central & Eastern Europe 3 Central African Rep. Middle East [MEA]

1 Slovenia Central & Eastern Europe 3 Chad Middle East [MEA]

1 Spain Southern Europe 3 Comoros Africa [AFR]

1 Svalbard & Jan Mayen

Northern Europe 3 Congo, The Rep of the Africa [AFR]

1 Sweden Northern Europe 3 Congo, The Dem. Rep. of the

Africa [AFR]

1 Switzerland Southern Europe 3 Cuba North America [NAM]

1 Taiwan Asia Pacific Rim 3 Djibouti Middle East [MEA]

1 United Kingdom Northern Europe 3 Dominica North America [NAM]

1 United States North America [NAM] 3 Egypt Middle East [MEA]



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Region Country Level Regional Level Region Country Level Regional Level 2 American Samoa Australia Region 3 Equatorial Guinea Africa [AFR]

2 Anguilla North America [NAM] 3 Eritrea Africa [AFR]

2 Antarctica Antarctica [ANT] 3 Ethiopia Africa [AFR]

2 Argentina South America [SOA] 3 Fiji Australia Region

2 Armenia Central & Eastern Europe 3 French Guiana South America [SOA]

2 Aruba North America [NAM] 3 Gabon Africa [AFR]

2 Bahrain Middle East [MEA] 3 Gambia Africa [AFR]

2 Barbados North America [NAM] 3 Georgia Central & Eastern Europe

2 Belarus Central & Eastern Europe 3 Ghana Africa [AFR]

2 Belize South America [SOA] 3 Guinea Africa [AFR]

2 Bermuda North America [NAM] 3 Guinea-Bissau Africa [AFR]

2 Bosnia & Herzegovina Central & Eastern Europe 3 Guyana South America [SOA]

2 Brazil South America [SOA] 3 Haiti North America [NAM]

2 British Indian Ocean Territory

Asia Pacific Rim 3 Honduras South America [SOA]

2 Brunei Darussalam Asia Pacific Rim 3 India Asia Pacific Rim

2 Cambodia Asia Pacific Rim 3 Iran (Islamic Rep. of) Middle East [MEA]

2 Cayman Islands North America [NAM] 3 Iraq Middle East [MEA]

2 Chile South America [SOA] 3 Ivory Coast Africa [AFR]

2 China Asia Pacific Rim 3 Jamaica North America [NAM]

2 Christmas Island Asia Pacific Rim 3 Jordan Middle East [MEA]

2 Cocos (Keeling) Is Asia Pacific Rim 3 Kenya Africa [AFR]

2 Colombia South America [SOA] 3 Kiribati Japan Region

2 Cook Islands Australia Region 3 Kyrgyzstan Central & Eastern Europe

2 Costa Rica South America [SOA] 3 Lao Pple's Dem. Rep. Asia Pacific Rim

2 Croatia Central & Eastern Europe 3 Lebanon Middle East [MEA]

2 Cyprus Middle East [MEA] 3 Lesotho Africa [AFR]

2 Dominican Republic North America [NAM] 3 Liberia Africa [AFR]

2 East Timor Asia Pacific Rim 3 Libyan Arab Jamahiriya Africa [AFR]

2 Ecuador South America [SOA] 3 Macedonia, The Fmr Yugoslav Rep of

Central & Eastern Europe

2 El Salvador South America [SOA] 3 Madagascar Africa [AFR]

2 Falkland Islands (Malvinas)

South America [SOA] 3 Malawi Africa [AFR]

2 French Southern Territories

Antarctica [ANT] 3 Mali Africa [AFR]

2 Greece Southern Europe 3 Marshall Islands Australia Region

2 Greenland North America [NAM] 3 Mauritania Middle East [Mea]

2 Grenada North America [NAM] 3 Mayotte Africa [AFR]

2 Guadeloupe North America [NAM] 3 Morocco Middle East [MEA]

2 Guam Japan Region 3 Mozambique Africa [AFR]

2 Guatemala South America [SOA] 3 Myanmar Asia Pacific Rim

2 Heard & Mc Donald Islands

Antarctica [ANT] 3 Namibia Africa [AFR]

2 Holy See (Vatican City State)

Southern Europe 3 Nepal Asia Pacific Rim

2 Indonesia Asia Pacific Rim 3 Nicaragua South America [SOA]

2 Kazakhstan Central & Eastern Europe 3 Niger Africa [AFR]

2 Korea, Dem. Pple's Rep. of

Asia Pacific Rim 3 Nigeria Africa [AFR]

2 Kuwait Middle East [MEA] 3 Northern Mariana Is. Japan Region

2 Macau Asia Pacific Rim 3 Pakistan Middle East [MEA]



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Region Country Level Regional Level Region Country Level Regional Level 2 Malaysia Asia Pacific Rim 3 Panama South America [SOA]

2 Maldives Asia Pacific Rim 3 Papua New Guinea Australia Region

2 Martinique North America [NAM] 3 Rwanda Africa [AFR]

2 Mauritius Africa [AFR] 3 Saint Helena Africa [AFR]

2 Mexico North America [NAM] 3 Saint Lucia North America [NAM]

2 Micronesia, Federated States of

Australia Region 3 Saint Vincent & The Grenadines

North America [NAM]

2 Moldova, Republic of Central & Eastern Europe 3 Samoa Australia Region

2 Mongolia Asia Pacific Rim 3 Sao Tome & Principe Africa [AFR]

2 Montserrat North America [NAM] 3 Senegal Africa [AFR]

2 Nauru Australia Region 3 Sierra Leone Africa [AFR]

2 Netherlands Antilles North America [NAM] 3 Solomon Islands Australia Region

2 Niue Australia Region 3 Somalia Africa [AFR]

2 Norfolk Island Australia Region 3 Sudan Middle East [MEA]

2 Oman Middle East [MEA] 3 Swaziland Africa [AFR]

2 Palau Australia Region 3 Syrian Arab Republic Middle East [MEA]

2 Palestinian Territory, Occupied

Middle East [MEA] 3 Tanzania, United Rep Africa [AFR]

2 Paraguay South America [SOA] 3 Togo Africa [AFR]

2 Peru South America [SOA] 3 Tonga Australia Region

2 Philippines Asia Pacific Rim 3 Tunisia Africa [AFR]

2 Pitcairn Australia Region 3 Turks & Caicos Islands North America [NAM]

2 Puerto Rico North America [NAM] 3 Uganda Africa [AFR]

2 Qatar Middle East [MEA] 3 Vanuatu Australia Region

2 Reunion Middle East [MEA] 3 Virgin Islands, British North America [NAM]

2 Romania Central & Eastern Europe 3 Virgin Islands, U.S. North America [NAM]

2 Russian Federation Central & Eastern Europe 3 Wallis & Futuna Is. Australia Region

2 Saint Kitts & Nevis North America [NAM] 3 Western Sahara Africa [AFR]

2 Saint Pierre & Miquelon

North America [NAM] 3 Yemen Middle East [MEA]

2 San Marino Southern Europe 3 Zambia Africa [AFR]

2 Saudi Arabia Middle East [MEA] 3 Zimbabwe Africa [AFR]

2 Seychelles Middle East [MEA]

EXHIBIT C PE-TO-PE ROUND TRIP DELAY SERVICE LEVELS

NOTE: The PE-to-PE RTD Service Levels set forth in this Exhibit C are measured in milliseconds. The PE-to-PE Service Levels are organized as follows: Table 11: PE-to-PE RTD Service Levels:

to/from Western Europe / Western Europe to/from Western Europe / Americas to/from Western Europe / Asia Pacific to/from Western Europe / Central Europe, Middle East and Africa

Table 12: PE-to-PE RTD Service Levels: to/from Americas / Americas to/from Americas / Asia Pacific to/from Americas / Central Europe, Middle East and Africa

Table 13: PE-to-PE RTD Service Levels: to/from Asia Pacific / Asia Pacific to/from Asia Pacific / Central Europe, Middle East and Africa



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Table 14: PE-to-PE RTD Service Levels: to/from Central Europe, Middle East and Africa / Central Europe, Middle East and Africa

Table 11: PE-to-PE RTD Service Levels To/From Western Europe / Western Europe + Americas + Asia Pacific + Central Europe, Middle East and Africa

PE-to-PE RTD (in milliseconds)

Western Europe

Aus

tria

Bel

gium

Den

mar

k

Finl

and

Fran

ce

Ger

man

y

Irela

nd

Italy

Luxe

mbo

urg

Net

herla

nds

Nor

way

Port

ugal

Spai

n

Swed

en

Switz

erla

nd

Uni

ted

Kin

gdom

Wes

tern

Eur

ope

Austria 20 40 69 102 65 45 69 64 57 44 95 94 66 130 42 68

Belgium 40 20 48 72 63 46 46 55 34 29 69 79 59 105 35 45

Denmark 69 48 20 44 60 72 61 74 59 55 25 93 70 79 60 56

Finland 102 72 44 20 99 91 85 111 85 78 49 112 108 85 88 81

France 65 63 60 99 37 61 59 62 58 56 94 79 59 124 43 46

Germany 45 46 72 91 61 38 64 74 48 39 90 85 68 129 52 65

Ireland 69 46 61 85 59 64 20 74 52 48 81 79 73 123 55 44

Italy 64 55 74 111 62 74 74 19 77 76 103 94 69 132 50 66

Luxembourg 57 34 59 85 58 48 52 77 20 32 79 89 73 118 55 40

Netherlands 44 29 55 78 56 39 48 76 32 18 70 80 72 109 51 46

Norway 95 69 25 49 94 90 81 103 79 70 20 105 107 76 79 75

Portugal 94 79 93 112 79 85 79 94 89 80 105 20 46 142 76 78

Spain 66 59 70 108 59 68 73 69 73 72 107 46 37 136 49 66

Sweden 130 105 79 85 124 129 123 132 118 109 76 142 136 57 114 111

Switzerland 42 35 60 88 43 52 55 50 55 51 79 76 49 114 21 56

United Kingdom 68 45 56 81 46 65 44 66 40 46 75 78 66 111 56 45



19 of 22


Western Europe

Aus

tria

Bel

gium

Den

mar

k

Finl

and

Fran

ce

Ger

man

y

Irela

nd

Italy

Luxe

mbo

urg

Net

herla

nds

Nor

way

Port

ugal

Spai

n

Swed

en

Switz

erla

nd

Uni

ted

Kin

gdom

Am

eric

as

Argentina 305 275 288 313 291 293 287 311 283 281 309 299 300 356 290 278

Brazil 285 256 276 292 285 300 267 287 285 265 312 300 289 334 278 280

Canada 202 182 191 214 198 198 191 210 186 186 209 216 208 255 190 181

Chile 259 238 253 278 248 259 244 269 244 244 268 272 273 312 244 240

Colombia 228 206 217 246 221 231 219 236 211 212 236 237 229 318 215 213

Costa Rica 195 180 186 221 191 195 183 211 180 185 214 220 209 250 189 186

Guatemala 182 158 168 194 174 175 163 191 164 163 200 204 182 190 168 161

Mexico 208 190 198 225 204 203 213 222 195 190 216 228 217 262 202 194

Peru 263 233 250 268 250 245 241 263 237 237 260 263 267 312 242 237

Puerto Rico 180 162 177 205 176 180 166 187 162 160 204 214 190 227 167 160

United States East‡ 176 156 166 189 166 169 164 186 162 154 182 185 186 231 166 160

United States West† 210 196 210 226 209 211 203 221 203 198 225 229 215 249 198 201

Venezuela 203 179 193 216 192 196 191 209 189 186 207 218 203 259 189 189

Asi

a Pa

cific

Australia 374 355 362 385 364 401 363 382 362 360 381 392 379 463 362 359

China 302 290 300 320 294 299 286 312 287 299 326 323 302 326 289 290

Hong Kong 295 272 290 318 282 288 277 296 274 272 312 305 289 325 276 270

India 306 270 270 307 301 336 280 321 285 305 337 318 305 359 294 306

Japan 304 284 298 323 295 307 296 316 287 287 320 318 313 360 294 291

Korea, Rep. of 335 310 323 346 332 327 316 344 316 313 340 341 329 365 325 321

Malaysia 283 268 282 309 265 272 279 282 274 268 305 278 280 350 262 272

New Zealand 389 374 380 402 376 384 380 401 383 377 398 402 390 453 374 383

Singapore 269 258 277 315 257 267 269 282 270 262 292 268 271 351 252 269

Taiwan 306 292 310 320 300 310 290 310 290 290 335 322 306 346 296 286

Thailand 293 280 295 320 277 286 290 292 286 279 316 290 290 360 273 281

Cen

tral

Eur

ope,

Mid

dle

East

And

Afr

ica

Bahrain 165 149 166 198 171 159 167 189 143 143 180 194 180 192 169 165

Czech Republic 66 59 81 107 68 59 76 89 60 59 96 107 86 135 68 67

Egypt 139 136 156 183 150 144 159 162 133 141 185 169 157 226 138 162

Greece 124 105 113 136 119 117 111 137 111 106 130 132 118 182 117 108

Hungary 55 73 90 111 89 74 87 96 75 66 109 108 90 152 80 82

Israel 149 138 164 182 163 146 155 170 135 130 178 186 175 217 157 143

Poland 72 73 97 120 76 65 95 109 69 65 115 94 101 156 72 86

Romania 85 79 110 140 82 85 102 100 84 76 137 100 104 168 86 102

Russian Federation 117 95 64 84 113 111 102 131 101 99 78 135 123 106 108 99

Slovakia 63 62 80 108 72 64 79 96 64 60 97 108 96 138 73 75

South Africa 231 210 235 261 236 220 222 248 214 204 257 255 246 290 228 226

Turkey 152 126 160 187 160 147 162 174 136 126 180 175 179 226 156 155

Ukraine 101 94 110 135 99 93 112 118 100 95 121 124 115 178 105 103

U.A.E. 214 204 226 250 221 210 221 239 184 190 242 238 240 287 225 221

Note: ‡ United States East: U.S. East Coast states + Atlanta, Georgia; Chicago, Illinois; Detroit, Michigan; Dallas, Texas; Houston, Texas; Miami, Florida; and Tulsa, Oklahoma. †United States West: U.S. West Coast states + Denver, Colorado.



20 of 22

Table 12: PE-to-PE RTD Service Levels To/From Americas / Americas + Asia Pacific + Central Europe, Middle East and Africa

PE-To-PE RTD (in milliseconds)

Americas

Arg

entin

a

Bra

zil

Can

ada

Chi

le

Col

ombi

a

Cos

ta R

ica

Gua

tem

ala

Mex

ico

Peru

Puer

to R

ico

Uni

ted

Stat

es E

ast‡

Uni

ted

Stat

es W

est†

Vene

zuel

a

Am

eric

as

Argentina 50 80 234 50 255 216 198 234 80 213 207 244 229

Brazil 80 50 237 88 252 222 193 227 121 216 189 250 204

Canada 234 237 112 197 172 145 119 128 185 126 105 125 143

Chile 50 88 197 50 217 195 172 203 56 172 175 205 189

Colombia 255 252 172 217 20 167 143 181 213 146 137 174 160

Costa Rica 216 222 145 195 167 20 129 148 228 133 107 153 134

Guatemala 198 193 119 172 143 129 20 124 148 95 88 135 117

Mexico 234 227 128 203 181 148 124 60 199 122 118 121 147

Peru 80 121 185 56 213 228 148 199 20 159 154 200 184

Puerto Rico 213 216 126 172 146 133 95 122 159 20 100 130 112

United States East‡ 207 189 105 175 137 107 88 118 154 100 82 120 110

United States West† 244 250 125 205 174 153 135 121 200 130 120 66 154

Venezuela 229 204 143 189 160 134 117 147 184 112 110 154 20

Asi

a Pa

cific

Australia 456 436 342 415 387 347 337 333 404 339 318 269 365

China 398 396 299 374 345 339 299 280 352 310 292 248 320

Hong Kong 394 398 266 355 330 324 280 259 340 282 264 210 292

India 467 480 359 439 427 409 358 392 440 376 362 340 412

Japan 336 330 212 298 269 244 231 224 286 229 209 152 239

Korea, Republic of 367 360 232 321 298 300 260 232 314 254 229 179 266

Malaysia 415 433 308 404 355 349 302 314 382 310 300 240 329

New Zealand 420 405 315 389 357 374 312 301 380 307 300 238 332

Singapore 425 430 305 374 348 356 299 306 363 305 296 227 321

Taiwan 410 412 277 370 344 341 294 280 353 298 279 224 317

Thailand 428 420 314 400 366 348 318 315 380 330 310 258 342

Cen

tral

Eur

ope,

Mid

dle

East

and

Afr

ica

Bahrain 388 396 295 347 338 338 279 312 333 280 267 304 291

Czech Republic 296 300 206 239 234 180 165 215 218 184 178 220 175

Egypt 385 375 291 342 317 311 275 299 341 266 269 298 291

Greece 333 320 241 303 272 263 219 247 292 225 209 253 240

Hungary 310 310 229 277 240 240 204 240 259 218 194 230 213

Israel 385 375 292 348 320 314 268 312 334 265 266 305 291

Poland 328 309 222 281 253 216 189 227 275 197 194 234 223

Romania 288 320 240 263 245 200 186 262 242 208 206 258 191

Russian Federation 331 326 239 300 269 237 214 249 269 212 211 255 241

Slovakia 297 285 208 268 235 218 194 219 258 192 184 218 212

South Africa 430 468 369 413 395 343 325 387 385 345 339 384 340

Turkey 388 387 291 356 325 329 263 313 326 260 265 312 295

Ukraine 324 307 224 277 253 233 219 233 271 215 204 232 227

U. A. E. 450 432 353 416 381 351 351 386 398 315 334 366 361

Note: ‡ United States East: U.S. East Coast states + Atlanta, Georgia; Chicago, Illinois; Detroit, Michigan; Dallas, Texas; Houston, Texas; Miami, Florida; and Tulsa, Oklahoma. †United States West: U.S. West Coast states + Denver, Colorado.



21 of 22

Table 13: PE-to-PE RTD Service Levels To/From Asia Pacific / Asia Pacific + Central Europe, Middle East and Africa


Asia Pacific

Aus

tral

ia

Chi

na

Hon

g K

ong

Indi

a

Japa

n

Kor

ea,

Rep

ublic

of

Mal

aysi

a

New

Zea

land

Sing

apor

e

Taiw

an

Thai

land

Asi

a Pa

cific

Australia 89 210 178 306 167 186 156 99 144 206 210

China 210 50 64 191 113 140 118 220 101 84 113

Hong Kong 178 64 20 148 80 115 63 191 59 49 85

India 306 191 148 220 201 235 205 313 180 179 194

Japan 167 113 80 201 29 75 120 170 125 119 140

Korea, Republic of 186 140 115 235 75 30 155 202 138 133 172

Malaysia 156 118 63 205 120 155 20 169 30 104 64

New Zealand 99 220 191 313 170 202 169 20 163 221 177

Singapore 144 101 59 180 125 138 30 163 20 84 46

Taiwan 206 84 49 179 119 133 104 221 84 20 123

Thailand 210 113 85 194 140 172 64 177 46 123 20

Cen

tral

Eur

ope,

Mid

dle

East

and

Afr

ica

Bahrain 460 393 386 435 429 413 407 484 398 398 398

Czech Republic 377 310 285 299 312 335 280 389 268 313 291

Egypt 471 375 360 360 398 408 360 479 358 380 380

Greece 413 333 328 367 335 359 329 427 320 345 349

Hungary 427 325 294 350 321 336 295 400 281 330 305

Israel 471 380 355 392 379 401 383 490 372 377 394

Poland 393 309 302 323 334 353 296 416 303 316 305

Romania 411 325 313 310 340 368 315 421 314 331 322

Russian Federation 423 334 330 360 336 368 324 437 333 342 339

Slovakia 380 315 287 303 325 336 284 395 275 316 297

South Africa 553 460 445 480 469 475 450 558 454 460 459

Turkey 472 380 356 425 392 416 380 490 391 381 388

Ukraine 400 338 314 330 334 345 310 414 301 332 320

U. A. E. 540 452 430 455 454 489 440 555 418 448 449



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Table 14: PE-to-PE RTD Service Levels To/From Central Europe, Middle East, and Africa


Central Europe, Middle East And Africa

Bah

rain

Cze

ch

Rep

ublic

Egyp

t

Gre

ece

Hun

gary

Isra

el

Pola

nd

Rom

ania

Rus

sian

Fe

dera

tion

Slov

akia

Sout

h A

fric

a

Turk

ey

Ukr

aine

Uni

ted

Ara

b Em

irate

s

Cen

tral

Eur

ope,

Mid

dle

East

and

Afr

ica

Bahrain 20 172 281 217 188 245 169 195 212 178 325 253 201 25

Czech Republic 172 20 158 129 72 159 69 78 126 32 229 152 98 217

Egypt 281 158 40 205 153 240 159 172 202 160 301 240 171 288

Greece 217 129 205 20 138 214 143 153 150 132 276 209 148 258

Hungary 188 72 153 138 20 163 84 94 131 21 242 172 124 230

Israel 245 159 240 214 163 20 170 180 203 160 309 246 180 295

Poland 169 69 159 143 84 170 50 102 131 76 243 176 116 232

Romania 195 78 172 153 94 180 102 30 154 87 255 202 104 251

Russian Federation 212 126 202 150 131 203 131 154 50 128 284 205 149 275

Slovakia 178 32 160 132 21 160 76 87 128 20 248 159 100 220

South Africa 325 229 301 276 242 309 243 255 284 248 60 318 253 367

Turkey 253 152 240 209 172 246 176 202 205 159 318 20 188 317

Ukraine 201 98 171 148 124 180 116 104 149 100 253 188 40 234

U.A.E. 25 217 288 258 230 295 232 251 275 220 367 317 234 20

EXHIBIT D CUSTOMER SPECIFIC SERVICE LEVELS

Table 15: Site Availability Locations Orange Support <50km Support Window Site Availability (%)

Table 16: Path Availability Location Pair

Path Availability (%) From (Source Location) To (Destination Location)

Table 17: CE- CE Round Trip Delay, Packet Loss Ratio, Jitter Locations CE-CE RTD

(ms) CE-CE PLR

(%) CE-CE Jitter

(ms) From To

Table 18: 5-Hour GTTR Service Level

Location Level of Support

24x7x365 Normal Business Hour

END OF SERVICE LEVEL AGREEMENT FOR IP VPN SERVICE

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