ADDITIONAL TERMS FOR VPN SERVICE SCHEDULE 2G

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1 ADDITIONAL TERMS FOR VPN SERVICE SCHEDULE 2G

2 CONTENTS 1 Service Description Definitions VPN Terms Management options Initial Term Access and Permissions CPE delivery and shipping Firewall Visibility service CPE returns Charges Charges payable by the Service Level Agreement Service Levels Service Installation Site Availability Packet Delivery Round Trip Delay Packet Jitter Time to Restore xdsl based services Limitations to Payment of Service Credits Incident Reporting and Management Incident Handling Incident Duration VPN Service Requests VPN - UK - Eng Lang - v Page 2

3 1 SERVICE DESCRIPTION s VPN Service provides a virtual private connectivity over s MPLS based private and dedicated IP network. The will have the option to purchase VPN Services as any of the following service types: (i) (ii) (iii) IP VPN - an MPLS (Multi-Protocol Label Switching) based Layer 3 fully meshed or hub-and-spoke private and dedicated IP network. EVPN or Ethernet VPN - an Ethernet based Layer 2 fully meshed and Fully Managed private and dedicated IP network. Also known as VPLS (Virtual Private LAN Service). Channel VPN a VPN Service over a network-to-network interconnect (NNI) with. 2 DEFINITIONS xdsl means any variant of DSL based access, like ADSL (Asymmetric Digital Subscriber Line), SDSL (Symmetric Digital Subscriber Line) or VDSL (Very High Bit-Rate Digital Subscriber Line); Availability means ability to exchange IP Traffic with the assigned Port and the Network on a 24 hours basis, as measured over a Monthly Review Period; Port means the provision of a physical and logical connection into the Network that is dedicated solely for the use of the for exchange of Traffic and is the interface between a Third Party Local Access, xdsl network, or direct link to Premise Equipment; Eastern Europe means the region of the Network including those IP Nodes in Czech Republic, Romania, Hungary, Poland, Bulgaria, and Slovakia; Ethernet First Mile or EFM means Ethernet service which uses bonded copper as the access variant, EFM does not include xdsl; Exceptional Regions mean any regions that are not Standard Regions; Indirect Access means a connection to the Network via a third party network. Indirect Access methods include, and are not limited to, xdsl network interconnections or MPLS network interconnections between MPLS providers. Indirect Access does not include any public Internet based connection; Internet Access means the provision and supply of connectivity to the Internet via the Network. Internet Access is provided on the terms and conditions contained in Additional Terms for Internet Services; Internet Central means an optional feature of the VPN service ordered on the applicable Purchase Order comprising Internet Access and a managed Firewall co-located within one of the IP Nodes; IP Node means physical facility serving multiple customers comprising of owned IP routing and switching Equipment; Local Area Network or LAN means a local area network that links personal computers and workstations within a limited geographical area, such as a building or several contiguous buildings; Middle East means the region of the network including the IP Node in the United Arab Emirates owned by du; Network Termination Equipment or NTE means the equipment provided on the customer premises by or an authorised third party supplier to terminate the physical Wide Area Network connection. Unlike the CPE, the NTE does not contain intelligence necessary to operate the service and must be connected to a CPE that is provided by either or the customer to serve this function; Nordic Region means the region of the network including those IP Nodes in Sweden and Denmark; Packet Delivery means a sampled measure, expressed as a percentage ratio, of the number of IP packets successfully received at a designated IP Node on the Network; - VPN - UK - Eng Lang - v Page 3

4 Packet Jitter means the delay variation experienced by test packets when sent between IP Nodes at regular time intervals. The Packet Jitter value shall specifically be the difference between the shortest transit time and the longest transit time in milliseconds; PSTN line means Public Switched Telephone Network line or an ISDN line; Quality of Service (QoS) means an additional feature of the VPN service allowing customers to prioritise traffic and designate the traffic in up to six levels; Round Trip Delay or RTD means a sampled measure of the time, expressed in milliseconds, taken to transmit an IP packet of a defined size to any other IP Node and receive at the originating IP Node; Service or Services means the VPN Service type as specified in the applicable Purchase Order; SID (Service ID) means the unique reference used to identify each circuit in the communications between and the ; Southern Europe means the region of the network including those IP Nodes in Spain and Italy; Standard Regions mean the EEA (European Economic Area) countries, plus Switzerland, Monaco, San Marino, Gibraltar, Turkey, Hong Kong, Australia, New Zealand, Canada, Japan, Singapore and USA; Third Party Local Access, Local Access, Leased Lines and Private Circuits means physical connections that are provisioned between the Premises and the nearest feasible point of presence. Such connections are not under the direct control and ownership of and thus are not deemed part of the Network; Third Party Internet Connection / IPSec Access / Mobile Access means a connection to the Network via the public Internet. Mobile Access means a connection to the Network via a third party mobile network including, but not limited to, GPRS, 3G and 4G access; Traffic means all IP packets or Ethernet frames that are transmitted and received at the Port; USA East means the region of the network including those IP Nodes in New York and Washington in the United States of America; USA West means the region of the network including the IP Node in Los Angeles in the United States of America; and Western Europe means the region of the network including those IP Nodes in the United Kingdom, Ireland, Belgium, Netherlands, Germany, France, Switzerland and Austria. Other capitalised words have the meanings set out in Schedule 1. 3 VPN TERMS The following terms and conditions shall apply when provides VPN Service(s) to the. 3.1 MANAGEMENT OPTIONS may elect to purchase different VPN management options as follows: Fully Managed : refers to the option where provides and manages on behalf of the customer a specific CPE relevant to the operation of the VPN service. Supply & Maintain CPE refers to the option where provides and, where agreed, installs CPE as part of the VPN Service. In such instances the Demarcation Point on the Premises is the Network Termination Equipment (NTE) and the is responsible for managing the CPE which connects to this NTE. Wires Only : refers to the option where does not provide any CPE as part of the VPN Service. In such instances the Demarcation Point on the Premises is the - VPN - UK - Eng Lang - v Page 4

5 Network Termination Equipment (NTE) and the is responsible for the supply, installation and management of any equipment which connects to this NTE. (i) IP VPN can be provided either on a: Wires Only basis ; or Supply & Maintain CPE basis; or Fully Managed. (ii) EVPN can only be provided as a Fully Managed service. (iii) Channel VPN can be provided either on a: Wires Only basis ; or Supply & Maintain CPE basis. 3.2 INITIAL TERM The Service will have an Initial Term equal to that stated on the Purchase Order which commences on the Ready for Service Date. 3.3 ACCESS AND PERMISSIONS a. The agrees to provide, its employees, representatives and authorised agents, with access to the Premise(s) to enable to carry out its obligations to deliver Services (where applicable). b. Prior to the installation of any Service at Premise(s) the will ensure that all necessary consents, licences approvals and permissions have been obtained, and that all necessary preparation work has been carried out at its Site in accordance with any instructions that have provided. Such work is at the s sole expense. c. If the purchases xdsl, the shall be responsible for the provision of a suitable PSTN line within one (1) meter of the proposed location where is responsible for providing the CPE (unless otherwise agreed in writing between the Parties). In such case the shall be responsible for all costs associated with the installation and rental of this PSTN line along with all associated call charges (where applicable). d. will at all times provide, its employees, representatives and authorised agents, as may be reasonably required, access to the Premise Equipment via the Network, or otherwise, in order to enable to carry out management of the Premise Equipment. will notify the in advance where it requires to make such access available. e. At any time, may require that Equipment be disconnected from the Network for the purpose of any inspection, maintenance, adjustment, repair, replacement or testing of the Premises Equipment on the Network. f. The hereby agrees with not to replace the Premise Equipment, to make any modification alteration or connection to the same other than by prior agreement in writing with nor to make any disconnection therefrom otherwise than in accordance with such terms and conditions as shall from time to time stipulate. g. Ownership and title in any Equipment including CPE provided by under this Agreement shall at all times belong to, unless stated otherwise in the applicable Purchase Order. The shall prevent third parties from asserting any rights in relation to such Equipment. h. During the continuance of this Agreement it shall be the s responsibility to insure, and keep insured, Premise Equipment with a reputable insurer against loss, theft, damage or destruction howsoever arising (unless such damage or destruction is caused by or its agents). Such Equipment shall at all times be at the s risk. - VPN - UK - Eng Lang - v Page 5

6 i. (and/or its sub-contractors) will install its own NTE in the telecommunications room at the point where the physical cabling enters the building in each customer site. For avoidance of doubt, unless otherwise agreed in writing between the Parties, (and/or its sub-contractors) will provide cabling only at the ground floor level of the said building and the shall be responsible for cabling to any other floors. j. Where Fully Managed Service is provided, the is solely responsible for providing the wiring to connect the CPE to the NTE unless the CPE is located within 3 metres of the NTE following an unobstructed route, in which case will provide the wiring to connect the NTE to the CPE. k. The is solely responsible for the internal cabling that is required to connect the customer LAN to the CPE (in the case of Fully Managed service management option), or to the NTE (in the case of Wires Only and Supply & Maintain CPE service management options). 3.4 CPE DELIVERY AND SHIPPING Where provides CPE (i.e. as part of a Fully Managed or Supply and Maintain CPE option) shall deliver CPE to the as set out in a Purchase Order. From time to time in it may be necessary for the to take ownership of the CPE and assist with any administrative requirements associated with delivery. In such cases, the will be informed in advance. Unless DDP delivery method (as per Incoterms 2010) is available, the CPE will be delivered DAP and the delivery point will be prior to customs at the country in which the address detailed in the Purchase Order is located. For DAP deliveries the or any nominated entity appointed by the will be the importer of record. The shall ensure that, at its own expense, all necessary licences and permissions have been obtained as is necessary to comply with the laws and regulation governing the export, import or reexport of any CPE under the relevant Purchase Order. 3.5 FIREWALL Firewall service is not included as a default feature in the VPN service, but can be purchased by the separately. 3.6 VISIBILITY SERVICE Visibility service is an application and network performance service that can be purchased by the in addition to s Fully Managed IP VPN services. As part of this service carries out the required configuration changes onto the CPE(s) and where applicable, deploy the relevant data collection tools and complete the service set up. In the latter case, will be provided with login based access to a secure web portal where the visual and numerical data from the monitored CPEs are displayed, and with instructions on how to use it. Visibility service does not include any customer service or network management, nor any proactive notifications, alerts and reporting functions other than those that are default capabilities of the Visibility service as they can be set up on the web portal by the. shall not be responsible for any decisions made and actions that the may take as a result of the s interpretation of the reported data. The acknowledges and agrees that the Visibility service is for the sole use of the for information purposes and not-for-resale purposes and is provided as is. does not warrant that the Visibility service will be uninterrupted or fault free or that it will meet the s requirements. All Intellectual Property Rights shall be solely held by the manufacturer of the software. The Visibility service is provided on a best effort basis only. shall endeavour to provide the Visibility service with a target availability of 98.5%. shall endeavour to resolve any incidents causing loss of Visibility service within one (1) Working Day starting from the time the ticket was raised - VPN - UK - Eng Lang - v Page 6

7 by either or the and provide the with progress updates every twentyfour (24) hours. 3.7 CPE RETURNS Except as otherwise agreed in writing between the Parties, on expiry or termination of the Agreement and/or a Purchase Order or a Service clause 6.2.b of Schedule 1 shall apply. 4 CHARGES 4.1 CHARGES PAYABLE BY THE CUSTOMER a. Charges for VPN Service(s) arise per circuit (SID). b. The Installation Charge will be invoiced upon acceptance of the Purchase Order by, while invoicing of the Fixed Rate Charge(s) will commence upon RFS Date for each circuit (SID). c. Unless otherwise agreed between the Parties in the Purchase Order, Charges for VPN Service(s) and any applicable cancellation charges will be invoiced in accordance with the terms specified in Schedule 1 for the amounts detailed in the Purchase Order or Change Order. d. Any additional provisioning costs including but not limited to Third Party Local Access may be invoiced to the on a cost incurred basis. 5 SERVICE LEVEL AGREEMENT will provide the with Service Credits (where applicable), as set out below, for the failure to meet the Service Levels. 5.1 SERVICE LEVELS Service Levels are defined for the following Service performance measurements: a. Service Installation b. Site Availability c. Packet Delivery d. Round Trip Delay e. Packet Jitter f. Time to Restore 5.2 SERVICE INSTALLATION a. Service installation covers the installation and provision of the Port, Equipment, applicable Premise Equipment and the Third Party Local Access or xdsl circuit, where provided and maintained by. b. For each Service will agree with the a Committed Date based upon supplier availability of NTE or CPE and successful installation of Third Party Local Access or xdsl (where applicable). Where Third Party Local Access circuits need to be provided, lead-times will be specified by on a case-by-case basis. c. If only part of an order is delayed, valid credits will be payable only in respect of those Service(s) that are not delivered by the Committed Date for that particular Site. On completion of the service installation of each Service, shall deliver to a Service Handover Document in respect of the Service. Following receipt of acceptance certificate shall have a period of five (5) working days to either accept the Service or to notify of any material non-compliance of the Service as described in Schedule 1. d. Where the Committed Date for the installation of a VPN Service is not met by, the following Service credits will apply: - VPN - UK - Eng Lang - v Page 7

8 Number of full Working Days by which fails to meet Committed Date for installation of the applicable Service: Service Credits as % of Installation Charge in respect of the applicable Service: 1 to 5 days 10% 6 to 10 days 20% 11 to 20 days 30% > 21 days 50% 5.3 SITE AVAILABILITY Site Availability means the ability to exchange Traffic between the assigned Demarcation Point and Network. For VPN Sites where dual Private Circuits or single Private Circuits with xdsl backup are employed, the target Site Availability is based upon at least one of the circuits being operational and thereby making the Site Available. References to Unavailable and Unavailability shall be construed accordingly. Any delays to, interference with, loss or degradation of Service resulting directly or indirectly (including but not limit to) the following events will not be included in the calculations of Site Unavailability: a. Access to any CPE was denied, b. Incompatibility or failure of Equipment, facilities or applications. Target Site Availability is dependent on the access/connection type to the Network as per the table below: Standard Regions: Connection type used when connecting to the Network Target Site Availability Internet Central % dual Private Circuits (Leased Lines or Ethernet) with dual CPEs* % dual Private Circuits (Leased Lines or Ethernet) with single CPE 99.93% single Private Circuits (Leased Lines or Ethernet) with xdsl backup 99.90% single Private Circuits (Leased Lines or Ethernet) 99.5% Ethernet First Mile (EFM) 99.0% Indirect Access (including xdsl) 98.5% Exceptional Regions: Connection type used when connecting to the Network Target Site Availability dual Private Circuits ( Leased Lines or Ethernet) with dual CPEs* 99.0% dual Private Circuits (Leased Lines or Ethernet) with single CPE 98.8% single Private Circuits (Leased Lines or Ethernet) with xdsl backup 98.5% single Private Circuits (Leased Lines or Ethernet) 98.0% Indirect Access (including xdsl) 97.0% * also applicable to dual circuits (Leased Lines or Ethernet) in case of Wires Only and Supply and Maintain CPE management options. Percentage Site Availability is calculated per Monthly Review Period using the following formula: Availability in % = (minutes in Monthly Review Period minutes of Unavailability) minutes in Monthly Review Period - VPN - UK - Eng Lang - v Page 8

9 In both Standard Regions and Exceptional Regions, Sites that are connected to the VPN Service by means of Third Party Internet Connection, IPSec Access or Mobile Access are not eligible for Service Credits under this paragraph 5.3. If provides the with an access type that is not on the lists contained in the tables above, then the relevant SLA will be provided by upon request. Where Site Availability falls below the applicable target Site Availability during any Monthly Review Period, the will be entitled to Service credits as follows: Standard Regions: Site Availability for each applicable Site during Monthly Review Period falling below target by: Service Credits as % of the applicable Site Fixed Rate Charge: Up to 1% 5% Up to 2% 10% Up to 3% 15% More than 3% 25% Exceptional Regions: Site Availability for each applicable Site during Monthly Review Period falling below target by: Service Credits as % of the applicable Site Fixed Rate Charge: Up to 1% 1% Up to 2% 3% Up to 3% 5% More than 3% 10% may elect to terminate an affected VPN Service prior to the end of the Initial or Renewal Term with no early termination charges if EITHER (1) Site Availability fallsmore than 3% below its monthly target as set forth in this Schedule for any three consecutive month period, OR (2) the Site is Unavailable for forty-eight consecutive hours. Such right of termination of the affected Service must be exercised via notice in writing to within no later than 60 days after the event. Termination will be effective on the date as set forth by the in such notice of termination. 5.4 PACKET DELIVERY Target Packet Delivery is >99.9% as calculated and averaged over all routes between IP Nodes during a Monthly Review Period. Average Percentage Packet Delivery is calculated monthly using the following formula: Average Packet Delivery in % = IP packets received IP packets sent Where both IP packets received and IP packets sent are between IP Nodes Packet Delivery will be measured on a per IP Node basis. The results are reported for every five (5) minute period on My Services. Where average Packet Delivery falls below the applicable target percentage stated during any Monthly Review Period, the will be entitled to Service Credits as follows: - VPN - UK - Eng Lang - v Page 9

10 Packet Delivery during Monthly Review Period falling below the target Packet Delivery by: 5.5 ROUND TRIP DELAY Service Credits as % of Fixed Rate Charges for the VPN Site connected to the affected IP Node (receiving) in the applicable Monthly Review Period: Up to 1% 3% Up to 2% 5% Up to 3% 7% More than 3% 10% The target monthly average Round Trip Delay (RTD) will be measured between IP Nodes. The results are reported for every five (5) minute period on My Services. The following target average Round Trip Delays shall apply between each region, as detailed in the table below: Eastern Europe Middle East Nordics Southern Europe USA East USA West Western Europe Hong Kong Singapore Russia Turkey Eastern Europe Middle East Nordics Southern Europe USA East USA West N/A Western Europe Hong Kong N/A Singapore N/A Russia N/A End to End RTD For s purchasing a VPN Fully Managed Service, the target average RTD is measured on an end-toend basis and is calculated as a sum of average RTD a) between IP Nodes, b) across the Private - VPN - UK - Eng Lang - v Page 10

11 Circuits from the IP Node to the Port at each end of the connection. The target average RTD across the Private Circuits is calculated using following formula: Total Average RTD in ms = Average RTD between IP Nodes + A end Private Circuit distance in kms 100 x 5 + B end Private Circuit distance in kms 100 x 5 Where the distances are estimated and rounded up to the nearest 100 km. The end-to-end RTD Service levels shall apply only to VPN services where both connection ends terminate on an IP Node in the same country as the CPE (where the Site is located). Where there are international Private circuits used, may provide the end-to-end Target RTD value on request and specify on a Purchase Order. Sites that are connected to the VPN Service by means of xdsl, Third Party Internet Connection, IPSec Access or Mobile Access are not eligible for the end-to-end RTD Service levels and the target average RTD will be measured between IP Nodes. Where average Round Trip Delay is exceeded during any Monthly Review Period, the will be entitled to a Service Credit equivalent to 5% of Fixed Rate Charges for the relevant pair of VPN Sites, which are affected by the increased Round Trip Delay for the Monthly Review Period under consideration. 5.6 PACKET JITTER a. For s purchasing the QoS additional feature, maximum end-to-end Packet Jitter shall not exceed 5ms for traffic within the Priority QoS class during a Monthly Review Period. b. Packet Jitter will be measured across Local Access circuits, where applicable, and between IP Nodes. The results are reported for every five (5) minute period on My Services. c. In the case of xdsl based Local Access and in the case of Wires Only option, Packet Jitter Service Levels shall only apply between the IP Nodes and shall not exceed 3ms. d. Where maximum Packet Jitter is exceeded during any Monthly Review Period, the will be entitled to a Service Credit equivalent to 3% of the Fixed Rate Charges for any affected VPN Sites. 5.7 TIME TO RESTORE aims to restore the Service within four (4) hours of raising the incident ticket, providing performs all incident resolving attempts as instructed by, and providing access to the affected customer Site is available, if required. For avoidance of doubt, the Service Levels under this paragraph 5.7 are only applicable to the incidents causing loss of Service. For VPN Sites where dual Private Circuits or single Private Circuits with xdsl backup are deployed, the Time to Restore Service Level is not applicable in the event that at least one of the circuits remains operational. Sites that are connected to the VPN Service by means of xdsl, Third Party Internet Connection, IPSec Access or Mobile Access are not eligible for Service Credits under this paragraph 5.7 Where the Time to Restore is exceeded during any Monthly Review Period, the will be entitled to a Service Credit equivalent to a percentage of the Fixed Rate Charge for the affected Service. - VPN - UK - Eng Lang - v Page 11

12 It is calculated as the total amount of time for which the Site remains non-operational. The Service Credit is limited to a maximum of 100% of the Fixed Rate Charge for the affected Service during any Monthly Review Period. The following target Time to Restore shall apply, as detailed in the table below: Total Time to Repair (within hours of raising the incident ticket): Service Credits as % of Total Fixed Rate Charges for affected Site in the applicable Monthly Review Period: Up to 4 hours 0% Between 4 hours and 8 hours 25% Between 8 hours and 12 hours 50% Between 12 hours and 24 hours 75% Over 24 hours 100% 5.8 XDSL BASED SERVICES a. acknowledges that actual bandwidth may be less than the quoted capacity and will vary due to a number of factors including the VPN Site distance from the local exchange, type of the local exchange, LAN configuration, condition and length of the telephone line, insite cabling, number of users and type of applications. b. xdsl based Services are delivered with no guarantee on the quoted capacity. is aware that speed variations are not necessarily related to line faults. 5.9 LIMITATIONS TO PAYMENT OF SERVICE CREDITS a. Exclusions of Service Credits are set out in clause 9.6 of Schedule 1. b. In respect of any Monthly Review Period, the total amount of any Service Credit payable in relation to any Service Level breach shall not exceed 100% of the Fixed Rate Charge for the Services provided in the applicable Monthly Review Period. c. Service Credits are not applicable in case of Planned Outage events. d. Where more than one Service Level target outlined in this Schedule 2 is failed as a result of the same event, the will not be entitled to cumulate Service Credits for all of the Service Level targets failed but may only claim the Service Credits in relation to a given Service Level target that the may choose at its sole discretion among those failed. 6 INCIDENT REPORTING AND MANAGEMENT 6.1 INCIDENT HANDLING Any suspected incidents should be reported to the Contact Centre using the procedures detailed in the Service Handover Document to be provided on the Ready For Service Date. When reporting an incident, the should identify the affected Service and provide details of the incident. 6.2 INCIDENT DURATION All incidents will be recorded by and will be reconciled against the corresponding incident ticket raised by the Contact Centre, either proactively or reactively upon notification. The exact incident duration will be calculated as the elapsed time between the incident being raised by the Contact Centre and the time when Service is restored. This excludes the time before performs the incident resolving attempts as reasonably required by. - VPN - UK - Eng Lang - v Page 12

13 7 VPN SERVICE REQUESTS Should the have any requests to change the VPN service after it has been installed, the shall open a request ticket through My Services to complete one or more of the following request types: List of VPN Service requests: Add DHCP Add Netflow Add Telnet SSH Read Access Add SNMP Read Access Add Static Route Change DHCP Change SNMP Read Access Change Static Route CoS QoS Parameters Change Delete DHCP Delete Netflow Delete SNMP Read Access Delete Static Route Failover Test IP Address Change (LAN) Modify Netflow Service Activation (after Ready for Service Date) Update Existing BGP in LAN Any changes not listed in the above table will not be treated as Service requests but as Service changes and additional charges may apply. Up to three (3) VPN Service requests per calendar month are permitted free of charge. They will be completed during business hours 09:00-17:00 UTC Monday to Friday. If no ticket for request is raised in any given month, the relevant unused free request allowance will not be carried over to the next months. Should a request more than three (3) VPN Service requests during any given month, a non-recurring charge of 50 for each additional request will be applied. For requests to be completed outside of business hours 09:00-17:00 UTC Monday to Friday, the relevant ticket must be raised at least 3 Working Days in advance and will charge a non-recurring charge of 100 per request. will invoice the applicable non-recurring charges in the calendar month following the month when the request ticket was raised, including the charges for any requests still in progress at such time. Subject to all relevant information being provided to by the, will endeavour to complete at least five (5) VPN Service requests per one (1) Working Day. - VPN - UK - Eng Lang - v Page 13

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