OSAs are non transferable to other Operator gateways or controllers or companies without the written authorization from RG Nets, Inc.

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1 Each rxg gateway or rxg Cluster Controller is sold with a minimum one year Basic or Enhanced OSA through RG Nets, Inc or an RG Nets authorized Reseller. Having a valid and active Operator Support Agreement entitles Operators to support services for the gateway or controller during the coverage period. OSA services are quoted from the RG Nets, Inc price list by gateway or controller model for a one year period commencing with OSA Activation Date. Operator Support Agreement Activation Activation is effective upon receipt of payment for the OSA. Activation is to be completed prior to operator gateway or controller installation as all installations are scheduled through the RG Nets, Inc Trouble Ticket system, accessible only to holders of active OSAs on the gateway or controller to be installed. All operators of RG Nets, Inc gateways or controllers agree to the RG Nets, Inc. Software End User License Agreement. Operator Support Agreement Renewal OSA Renewals are on an annual basis commencing with the expiration date of the previous OSA. Renewed service is activated once payment for the renewal coverage period is received (unless terms are offered). If an OSA expires, but are renewed within 30 days (Grace Period) of the expiration date there is no additional renewal fee (although support activation will be backdated to the previous agreements expiration date). If a gateway or controller OSA expires and remains expired for more than 30 days a before operator renewal, a recertification fee may be charged. Operator Support Agreement Transfers OSAs are non transferable to other Operator gateways or controllers or companies without the written authorization from RG Nets, Inc. Trouble Ticket System Access Operators with an active Operator Support Agreement have access to the portal based Trouble Ticket system. The Trouble Ticket system is available 7 X 24 X 365 and is monitored by RG Nets, Inc operator service personnel. Trouble Tickets are initially prepared by authorized Operator personnel and will contain periodic updates on the Trouble Ticket resolution status. Trouble Tickets are responded to by priority scheme where gateway or controllers experiencing downtime or significant service interruption are responded to within 4 hours, all others are responded to within 24 hours of receipt of the Trouble Ticket. Basic Operator Support Agreement Services Each gateway or controller covered by an active Basic OSA is entitled to the following services

2 through RG Nets, Inc during the specified OSA coverage period: System or component defect repair If an OSA covered gateway or controller ceases to function or operate according to manufacturer specification due to a system level or component failure, RG Nets, Inc will authorize a Return Material Authorization (RMA) for the system or component through the Trouble Ticket system. The RMA contains shipping and packaging instructions for return of the system or component to the RG Nets repair center. Upon receipt repair center personnel will ascertain the cause of the failure. Defective system or components If, upon repair center inspection, the system or component defect is found to be of no fault of the Operator all cost associated with the repair or replacement including freight to the RG repair facility and all material required to restore the system or component to its original operating state will be borne by the RG Nets, Inc. RG Nets will endeavor to repair or replace defective system or component within three working days of receipt and will ship the repaired or replaced system or component at no cost to the Operator. Defect system or component due Operator abuse, neglect, improper Installation or site preparation If, upon repair center inspection, the defect is found to be due to Operator abuse, neglect, improper installation or site preparation the gateway, controller or component part the operator will be notified. At Operator instruction the gateway, controller or component part will be repaired on a time and material basis (charged to the Operator) and returned to the Operator at the Operator expense or it will be disposed of and the Operator will be charged for time and materials expended to diagnose the cause of the failure or defect. rxg Upgrades and Revisions Periodically RG Nets, Inc will make available to Operators with active OSA on each gateway or controller covered, modifications containing bug fixes, new features or feature modifications. Periodic updates are made available at no charge to Operator. Suspected bug reports Operators experiencing gateway or controller performance, behavior or functionality not defined in the Operator Manual or Data Sheet may submit a "bug report" through the Trouble Ticket system if they believe the anomaly is not due to a defective system or component. These will be investigated and results reported back to the submitting Operator as defined in the Trouble Ticket Procedure.

3 Enhanced Operator Support Agreement Services Each gateway or controller covered by an active Enhanced OSA is entitled to the following services during the specified OSA coverage period in addition to those provided with a Basic Operator Support Agreement: Procedural Assistance Operators may request procedural clarification in reconfiguring gateways or controllers or modifying settings to improve, add or delete functions through the Trouble Ticket system. Procedural assistance requires the Operator to perform all changes or modifications suggested by RG Nets customer support. Advanced Replacement Operators may request advanced replacement of a defective system or component prior to returning their defective system or component under the RMA procedure. RG Nets, at their sole discretion, may authorize, within 24 hours from Advanced Replacement approval, shipping to Operator a replacement system or component with similar capacity and functionality for use while the suspect system or component is returned under RMA control and the Defect Repair Procedure Operators must, within 24 hours of receipt of the AR, return the defective gateway or controller to RG Nets. Operator Support Agreement Professional Service Access Operators with either Basic or Enhanced Operator Support Agreements may submit Trouble Tickets requesting Professional Service support. System Administration Support OSA holders may submit Trouble Tickets requesting RG Nets effect modifications or changes directly to an Operator gateway or controller configuration. Trouble Tickets of this nature will be responded with a quotation for Virtual System Administrator (VSA) professional service assistance. Network Troubleshooting Support OSA holders may submit Trouble Tickets requesting assistance in troubleshooting interconnect with third party devices in the service delivery stream (WAN or LAN). Trouble Tickets of this nature will be responded with a quotation for Troubleshooting Professional Service assistance.

4 Feature Requests OSA holders may submit Trouble Tickets requesting an additional features or functionality be added to the rxg general release code. Trouble Tickets of this nature may be responded to with a description and timing of an addition or modification to a future rxg revision release containing the requested feature or functionality. If the feature requested is not scheduled for a future release the Operator may wish to request a quote for the feature to be added within their desired timeframe and expense. These tickets will be responded with a quotation for Feature Request Professional Service if the request is deemed by RG Nets to be of value to rxg customers. Completed Feature Requests will be made available in a future revision update and included in the rxg firmware for general release. Field Replaceable Unit Repair and Replacement OSA holders may purchase Field Replaceable Unit (FRU) Spares Kits from RG Nets for a specific gateway or controller model. These kits contain components parts that may be used to replace defective gateway or controller components diagnosed by RG Nets through the Trouble Ticketing system. FRU replacement in gateways or controllers requires on site assistance from suitable Operator personnel and proper installation guidance from authorized RG Nets, Inc support personnel. Defective components are sent to RG nets through the RMA process and will be repaired or replaced at RG Nets, Inc sole discretion and expense and returned to the Operator within ten days of receipt for return to the Operator FRU Spares Kit. OSA Access Upon receipt of payment for the OSA agreement or renewal RG Nets, Inc initiates a three phase OSA activation procedure. This procedure requires RG Nets, Inc to create an account for the operator and each gateway or controller to be covered in the Trouble Ticket system. RG Nets will then issue to the Operator credentials for access to the Trouble Ticket system and a Gateway Identifier for the gateways and controllers receiving OSA coverage. RG Nets, Inc will then open a OSA activation Trouble Ticket for the Operator and will notify the Operator of the activation Trouble Ticket through the TT notification process. Upon receipt of acknowledgement and closing of the ticket by the operator Activation will be considered complete. Operator Credentials Operators access the Trouble Ticket system through the RG Nets, Inc web site. Upon service activation each Operator, for each gateway and controller with an active OSA, will designate a primary support contact and up to two additional designees. Each designee will receive a unique Operator Credential that will enable them to open or close Trouble Tickets with RG Nets, Inc for their designate gateway or controller. Additionally, the designee may utilize the Trouble Ticket system to monitor problem resolution or review Trouble Ticket history on a covered gateway or controller. Other system services such as

5 FAQs and technology tips are available to Operator designees through the Customer Port section of the RG Nets, Inc web site. Gateway Identifier Each gateway or controller covered by a support agreement has it own globally unique identifier (identifier). This identifier is utilized as part of the Trouble Ticket creation, tracking, closing, and incident history procedure. Operator equipment not specifically covered by a support agreement cannot participate in the Trouble Ticket process or request help desk support services.

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