1. Service Level Standards

1.1 Overview. This Service Level Agreement (“SLA”) identifies the service level standards for Trusted Connection which includes Verizon Secure Gateway (“VSG”) and Fixed Wireless Access (“FWA”) connectivity – which shall mean connectivity from beyond the FWA device to the edge of the Verizon network.

For avoidance of any doubt, the edge of the Verizon network does not include public internet or any SaaS application.

This SLA shall only be effective after Trusted Connection is added to an FWA device that has been in service for a minimum of thirty (30) days.

1.2 Availability. Verizon will maintain the Availability for each Trusted Connection package as detailed below.

Availability is the measure of the service being available and accessible to Customer during the eligible period of time (monthly billing cycle).

2. Calculations of credits

2.1 Credits for Availability. Verizon will calculate the Availability credit for Trusted Connection packages as specified below.

Proactive monetary credit as a percentage of the monthly recurring charge (“MRCs”) for each Trusted Connection package

3. Process for credits

3.1 Required Steps. Verizon will create a proactive Ticket for any Priority 1 (defined below) incident. For Availability, the measurement period for any Trusted Connection service package starts from the time the Priority 1 Ticket is created and ends once the network Ticket is resolved.

3.2 Issuing Credits. Verizon will proactively review any Priority 1 incident, review Customer’s eligibility and determine the appropriate amount of credits. The appropriate amount will be credited to the Customer within 90 calendar days. Credits or equivalent payments made by Verizon to Customer under this SLA are the sole and exclusive remedy available to Customer from any failure to meet a service level standard. Service credits are calculated as a percentage of the monthly bill (excluding one-time payments such as upfront payments) for services that did not meet the SLA.

4. Exclusions

4.1 Credit Restrictions. If Customer receives credit for the Availability SLA, no additional credits will be due or payable for the same SLA incident. Credits for any Trusted Connection   package will not exceed the MRC for such a Trusted Connection package. Credits are not available if Customer has a service commitment of less than one year. Credits are limited to the SLA metrics found here.

4.2 General Exclusions. No credits will be owed for any failure that results from a Force Majeure event, including any Force Majeure event or Internet access or related problems beyond the demarcation point of Verizon. Credits will not be available for any un-Availability that results from: (a) Customer providing incorrect or incomplete information; (b) Customer failing to provide confirmation when needed to close a Trouble Ticket; (c) Customer’s use of a non-supported access type; (d) a Customer modification of the configuration; (e) a fiber cut outside of Verizon’s control (f) issues from Customer provided public cloud tenant space or from equipment or services not provided or managed by Verizon; (g) Customer’s failure to maintain the FWA device at the service address Customer used when setting up FWA service; (h) Customer’s use of Trusted Connection on a mobile device not connected directly to the FWA device; (i) failure of any third-party equipment; (j) if Customer has exceeded the available bandwidth subscribed to under Customer’s Verizon data plan; or (k) any Customer Site that fails to maintain the minimum site requirements for the FWA device (e.g., the proper cooling of the device as required pursuant to an original equipment manufacturer’s requirements for the device); (l) Customer’s failure to maintain on site power to the FWA device or Customer’s failure to maintain working FWA devices with line of sight considerations. All SLA calculations exclude the amount of time that (i) the Trouble Ticket is on hold as requested by Customer; or (ii) the problem is caused by a software bug for which no workaround or patch is available. No credit will also be due if the SLA is not met because of an act or omission on the part of the Customer, its contractors or vendors (or any other entity over which the Customer exercises control or has the right to exercise control); or if the FWA device is attached to a moving vehicle.

5. Service Level Objective

5.1 Service Level Objective (“SLO”) defines the level of service that customers can expect from Verizon regarding resolution time and initial response time. No credits are available for SLOs.

5.2 Resolution time of network incidents. For any Priority 1 incident occurring for the Trusted Connection package with FWA, Verizon will provide the following resolution time:

5.3 Initial Response Time. For any Priority 1 incident occurring for each Trusted Connection package with FWA, Verizon will notify Customer the following response time:

6. Definitions