How To Use Teklinks For Free

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1 Severity TekEx Service Agreement TekEx Service Agreement This TekWeb Service Agreement ( Service Agreement ) is incorporated into the Quote executed by TekLinks and Customer for TekEx Services and sets forth the specific terms and conditions under which TekLinks shall supply the TekEx Services described herein to Customer. The general terms applicable to such Services are contained in the Master Services Agreement ( MSA ) incorporated into the Quote by reference. Capitalized terms used but not defined herein shall have the meanings set forth in the MSA. 1.0 Terminology Back-End Infrastructure: The back-end hardware, other Equipment, cabling, rack space, switching/routing/network infrastructure, application software and operating software running in TekLinks Data Center that allows it to provide the Services. Data Center: The physical space within the TekLinks facility that houses the Back-End Infrastructure used to provide Services. Device: Customer servers, desktop computers or other Customer owned or provided Equipment under management by TekLinks. Equipment: Servers, desktop computers, routers, switches and other equipment deployed to provide or enable a Service. Equipment may be owned or leased by TekLinks or Customer. Exchange: Microsoft Exchange, an -based collaborative communications server for businesses. Business is degraded, but there is a reasonable workaround; High Major business processes are stopped. Incident: A problem or outage adversely affecting the Service or Customer s or its Users ability to access and use the Service. Incident Priority: The priority assigned to a support request for an Incident. TekLinks is the sole party responsible for assigning the Incident Priority for Customer support requests. Incident Priorities are assigned based on the Impact and Severity rating derived directly from Customer input. The following Incident Priorities correspond to the following response levels: 1 Emergency Response; 2 - Urgent Response; and 3 - Normal Response, as the same are more fully described in Section 10.4 hereof. Impact HIGH MEDIUM LOW HIGH Field Engineer: An engineer capable of providing Hands-On Field Support for Incidents. MEDIUM Front-End Infrastructure: Front-end, User-side servers, LOW desktop computers, routers, switches, other Equipment, application software and operating software deployed to allow Users to access the Service. Managed: Hosted Exchange Services for which TekLinks maintains administrative control over the Front- Hands-On Field Support: Support provided by a Field End Infrastructure and Customer has non-administrative, Engineer on site at Customer s location in response to a User-level access. TekLinks is responsible for applying request for support that cannot be handled by Remote any and all patches, firmware updates, and "fixes" as Support. deemed necessary. Managed Service includes Hosted Exchange Services: Exchange Services monitoring, maintaining event logs, up-to-date antivirus provided by TekLinks using TekLinks Back-End and infrastructure-level system backups for the purpose Infrastructure located at a Data Center. Unless of Service availability and disaster recovery of the Back- Customer elects Managed or Monitored Hosted End Infrastructure and the Front-End Infrastructure Exchange Services, Customer is fully responsible for the only. This does not include User-data or applicationdata backups. Maintenance is coordinated with Front-End Infrastructure, for managing and monitoring the Service, and for maintaining every aspect of the Customer via a scheduled monthly Maintenance Window Service other than TekLinks Back-End Infrastructure. (as defined in Section 6.5 hereof). Impact: The effect an Incident is having on the Monitored: Hosted Exchange Services for which Customer Organization. Impact, for the purpose of TekLinks monitors the Service and/or Customer s Front- TekLinks support, is measured in three levels: Low End Infrastructure based on alert thresholds dictated by More of an irritation than a stoppage; Medium Customer. Customer is responsible for providing a list of TekLinks Public Version: 12/31/2013 Page 1 of 13

2 what is to be monitored and a list of individuals to whom alerts should be delivered. TekLinks communicates results to Customer s designated contacts on a scheduled basis. TekLinks does not take action on alerts generated by monitoring. Organization: A set of Users of Service defined by Customer. An Organization typically includes every employee of an individual company obtaining Service. Remote Support: Support Services that are provided remotely via the Help Desk, telephone or support (as opposed to on-site at Customer s location). Service: The TekLinks TekEx Services described herein. Service Components: The components necessary for TekLinks to deliver a Service, including without limitation, any part of the Back-End Infrastructure or, if Managed by TekLinks, the Front-End Infrastructure, electrical power, cooling capacity, rack space, and similar components. Service Outage: A condition in which a User is completely deprived of a Service (or multiple Services) due to a failure of a system, Device, operating system, or Service which is Managed or under the direct control of TekLinks. This does not apply to planned system downtime or scheduled Maintenance Windows (as defined in Section 6.5). This does not apply to planned system downtime or scheduled Maintenance Windows. Severity: The level, degree or scope of Impact an incident is having on the Customer Organization. Severity, for the purpose of TekLinks support, is measured in three levels: Low One User or small group of Users is affected; Medium Department or large group of Users is affected; High Entire Organization is affected. SPAM: Bulk and/or unsolicited . Stubbing: The process of removing attachments and the body of an in the Microsoft Exchange environment and placing it in the TekArchive archiving system, leaving a reference link. User: An individual authorized by Customer to utilize the Service. 2.0 Service Description 2.1 General The Service covered by this Service Agreement is TekLinks TekEx Service. TekLinks will provision and maintain an Exchange electronic mail ( ) system ( System ) for Customer. The System will accommodate individual mailboxes for Customer s end-users with corresponding addresses, such as name@company.com (each, an Account ). The System will accommodate the use of aliases (each an Alias ) to be used as alternative addresses assigned to an existing Account. messages sent to an Alias will be accepted and forwarded to a designated primary System Account address. For example, name2@company.com and name3@company.com are Aliases for and messages sent to such Aliases will be forwarded to name@company.com. TekLinks reserves the right to restrict the number of Aliases per Account. Mailbox storage is unlimited. messages, including attachments, both sent and received using the System, will be limited to 20 megabytes ( MB ) in size per message. TekLinks reserves the right to limit the number of addressees/recipients for any outbound message generated from the System, and to limit the number of e- mails that can be sent or received from an Account. TekLinks reserves the right to block access to specific Accounts to enforce such limits. 2.2 Levels and Offerings Standard Hosted Exchange The TekLinks standard Hosted Exchange Service environment is built on a shared-resource cloud environment that provides Customer with the reliability of solid Back-End Infrastructure and the cost benefits of shared resources Private Exchange Environment To meet heightened security, compliance and performance requirements, TekLinks private Exchange environment provides Customer with all of the features of the standard Hosted Exchange Service but utilizes a Back-End Infrastructure that is physically dedicated to Customer. Customer will select standard or private Hosted Exchange Services in the Quote. 2.3 Availability Dependencies The availability of Service is dependent on the existence of a suitable network transport from TekLinks to User(s). Service can be provisioned and used over the Internet. TekLinks reserves the right to limit availability of Service even if suitable network transport exists between TekLinks and Users. TekLinks Public Version: 12/31/2013 Page 2 of 13

3 TekLinks also reserves the right to limit Service availability in the event that necessary Service Components are either unavailable or unattainable at a reasonable cost to TekLinks. 3.0 Service Features 3.1 Common Features Mailbox Storage Subject to compliance with the terms of this Section, each Account includes 25 GB of mailbox storage. Accounts above storage limit will be subject to stubbing or archiving Filtering TekEx Service includes TekFilter Advanced, TekLinks proprietary SPAM and virus filtering service. See for the TekFilter Service Agreement, including details on the features of the TekFilter Advanced Service. Sending SPAM using TekLinks System is not permitted or tolerated. TekLinks will not be held responsible if Customer's domain name is blocked by Internet service providers ( ISPs ) for sending SPAM. TekLinks reserves the right to suspend or cancel Accounts that send SPAM Data Backup, Recovery, & Archiving TekEx Service provides backups of mailboxes with restoration capabilities via the TekArchive Service. The TekArchive Service provides archival capacity of up to 10 gigabytes ( GB ) per year per mailbox of all incoming, outgoing, and internal s to a separate server. The TekArchive Service includes the following features and benefits: Archived messages are available online for up to 5 years or upon termination of Service. Full-text search and retrieval on all parts of a message including attachments Deleted messages are restored Disaster recovery for electronic communications The TekArchive service does not cover archiving and recovery of calendar events or contacts DNS TekLinks will provide Domain Name Services ( DNS ) hosting and administration for one registered domain name as part of this Service. DNS for additional domain names will be billed at TekLinks then current rate Outlook Web Access TekLinks will provide an Outlook Web Access interface to the Hosted Exchange Service platform. Users may utilize the Outlook Web Access interface to send and receive and manage various mailbox features Provided Software Each User will be provided one (1) right-to-use license entitling the User to a copy of Microsoft Outlook Web Access Client. The Microsoft Outlook Web Access Client software will also be made available for download and may be subject to additional fees. Customer use of TekEx Service is subject to terms of software licensure with the supplier software used in the delivery of Service. Customer is, therefore, a party to the Microsoft "End User License," a copy of which is available on the Microsoft website. If Customer is accessing the Service using a BlackBerry application, Customer must separately obtain and also is subject to the "BlackBerry Customer License Terms," a copy of which is available on the BlackBerry website. The Microsoft End User License agreement provides for installation of Outlook one (1) time on one (1) end-user device. Additional end-user licenses are available for additional monthly charge POP3 TekLinks will provide Customer with Post Office Protocol version 3 ( POP3 ) Service for retrieving messages from the System. POP3 access to the Service requires that the end-user of the Service use a POP3 compatible client application SMTP TekLinks will provide Customer with Simple Mail Transfer Protocol ( SMTP ) service for sending messages from the System. SMTP access to the Service requires that the end-user of the Service use a SMTP compatible client application. SMTP access to the Service requires that the end-user of the Service use an client application and an client application that allows SMTP authentication IMAP TekLinks will provide Customer with IMAP4 service for utilizing the Service. IMAP4 access to the Service requires that the end-user of the Service use a supported IMAP4 client application. TekLinks Public Version: 12/31/2013 Page 3 of 13

4 Global Forwarding The System will also accommodate the use of forwarding addresses, to be used to re-direct messages sent to an in-domain address to a different address or list of addresses. (E.g. messages sent to name@company.com can be forwarded to name@othercompany.com) Rules This System will also accommodate the use of Customer rules to manipulate handling of s. The functionality of such rules may be limited based on the version of type of client software Customer is using Monitoring TekLinks performs monitoring of Service availability. If Service is unavailable, TekLinks support personnel are notified immediately and will begin efforts to restore Service promptly Account Administration TekLinks performs Account administration on behalf of the Customer Organization to include Account provisioning, de-provisioning, moves, adds and changes. This Service includes administration of mailboxes, distribution lists and User Aliases Security Controls TekEx Service security controls provide reasonable assurance that access to TekEx Service systems is limited to only authorized individuals and that data transferred between TekLinks and Customer is secure. Username and password credentials are required in order to access a System mailbox. TekLinks recommends that all subscribers use strong passwords to minimize risk of authorized access to mailbox. TekLinks is not responsible for enforcement of subscriber password policies. TekLinks recommends that subscribers use mailbox client access methods which utilize secure socket layer (SSL) connections (HTTPS and IMAPS). TekLinks is not responsible for unauthorized access to mailbox resulting from subscribers decision to use insecure client access methods (e.g. POP3, IMAP). Security mechanisms for all incoming connections provide Transport Layer Security ( TLS ) encryption protocol as a communication option. All transmissions default to this option if available. If TLS is not used, all transmissions default to Secure Socket Layer ( SSL ) encryption protocol as a communication option for client/server communications. traffic is configured to send and receive transport across secure SMTP ports (or SMTPs) using TLS protocol where available. TekLinks is not responsible for the configuration of servers outside the TekLinks network, and makes no warranty that TLS will be used in all situations. 3.2 Private Exchange Environment In addition to the fully Managed, stable and reliable Back-End Infrastructure provided with the standard Hosted Exchange environment, private Hosted Exchange Service provides the added security of a physically dedicated Back-End Infrastructure. 3.3 Limitations Customer agrees that TekLinks is not responsible for any unauthorized access or modification of Customer's data while in electronic transmission to or from the TekLinks Data Centers. Customer also agrees that TekLinks is not responsible or liable for any content sent using, or received from, the TekEx Service including that which may be illegal, obscene, defamatory, threatening or that may infringe any trademark, copyright or other third party intellectual property right. 3.4 Exceptions This section intentionally left blank. 4.0 Service Options The following options may be added to TekEx Services. Description of Service options herein in no way entitles Customer to the feature, unless specified by TekLinks and Customer in the signed Quote or signed evaluation of a Service Change request. Separate Service Agreements may apply to such options. Options described below may have additional cost associated with them. Options described below may not be compatible with all variants of TekEx Service. 4.1 Setup Support Customer may elect in a signed Quote to have TekLinks install and configure end-user Devices for an additional setup fee. Any requests for TekLinks support will incur standard billing rates for engineering resources. TekLinks will install and configure the client on supported end-user devices. Basic installation fees will be included for Third Party Software licensed under SPLA through TekLinks and for select open source Linux distributions. TekLinks will provide media and license keys as necessary for these installations. TekLinks Public Version: 12/31/2013 Page 4 of 13

5 Additional software configuration may incur additional costs. If additional configuration work is required due to limitations of the Customer network, then TekLinks reserves the right to bill Customer at current hourly rates for additional configuration time. TekLinks is NOT responsible for and will not be obligated to provide any support of or assistance in configuration, installation, administration, troubleshooting, maintenance, or repair of such Customer equipment or integration of such Customer equipment into Customer s internal network. TekLinks is NOT responsible for and will not be obligated to provide any support of or assistance in configuration, installation, administration, troubleshooting, maintenance, or repair of any software or network application or integration of such software or hardware application into the Customer network. Customer shall be responsible for any travel expenses incurred by TekLinks in the course of providing onsite installation service. 4.2 Data Migration Services Customer may elect in the signed Quote to have TekLinks migrate existing end-user data for an additional setup fee. Any requests for TekLinks support will incur standard billing rates for Engineering resources. If additional configuration work is required due to limitations of the Customer network, then TekLinks reserves the right to bill Customer at current hourly rates for additional configuration time. TekLinks is NOT responsible for and will not be obligated to provide any support of or assistance in configuration, installation, administration, troubleshooting, maintenance, or repair of such Customer Equipment or integration of such Customer Equipment into Customer s internal network. TekLinks is NOT responsible for and will not be obligated to provide any support of or assistance in configuration, installation, administration, troubleshooting, maintenance, or repair of any software or network application or integration of such software or hardware application into the Customer network. Customer shall be responsible for any travel expenses incurred by TekLinks in the course of providing onsite installation service. 4.3 TekEncryption Customer may elect in the signed Quote to add TekEncryption Services. With TekEncryption Services, TekLinks will provide Customer with the capability to encrypt outbound . Outbound encrypted sent to any recipient sharing the same encryption vendor will be automatically decrypted by recipient s service. Outbound encrypted e- mail sent to any other recipient will be replaced with a pointer to a secure portal whereby recipient can retrieve contents of original encrypted . Encryption can be automatically triggered when contains sensitive information such as, but not limited to, personal health information, financial information or any information that could be reasonably matched with keyword or pattern matching. Branding services are available with encryption. 4.4 Public Folders The Microsoft Exchange platform allows for the utilization of Public Folders. If Customer elects in the signed Quote to utilize the Public Folder feature, TekLinks will provide an interface on the colo.teklinks.com portal that allows the creation of one Top Level Public Folder. Base storage of the Public Folder is limited to 1 GB. When the 1 GB limit is reached, additional Items/Messages may not be received by the Public Folder. Additional storage can be purchased for Public Folders at 1 GB increments. Items/Messages stored in the Public Folders are limited in size to 20 MB. 4.5 Mobile Device Integration TekLinks Microsoft Exchange Service is built to offer integrated support for Outlook Mobile Access ( OMA ), ActiveSync and a Managed BlackBerry Enterprise Server ( BES ). These technologies give Customer the ability to utilize the Exchange platform with a variety of mobile Devices. Customer is responsible for all Equipment/mobile plans needed to support mobile integration. Mobile Device integration is available at an additional fee. Features: Wireless synchronization of Exchange information ( , calendar, contacts, tasks) between mobile Device and the Exchange platform. TekLinks Public Version: 12/31/2013 Page 5 of 13

6 Mobile access to the Exchange platform is available from any commercially available mobile network that supports the proper network protocols to enable Device connectivity Mobile Devices can only be configured to access one Exchange mailbox at any point in time Mobile Device service will be available 24X7, 365 days a year, with the exception of planned Maintenance Windows Customers must contact TekLinks Technical Support before configuring mobile Devices to integrate with the TekEx Service. TekLinks support of mobile Devices will be done on a best effort basis. TekLinks is not responsible for Device configuration or malfunctions. Activation requests and support tickets for mobile Devices will be handled during normal business hours. Device lockout, and wipe requests will be handled as Urgent Incident Priority 24x7, 365 days a year. Because of the complexity of the mobile Devices, the wireless networks and the mobile Device software, Service Credits (as defined in Section 10.2) will not be available if the mobile access to the Service falls below the Service Availability goal set forth in Section Trouble Tickets and Change Requests for mobile Device support may only be opened by Authorized Contacts of the Service, as designated by the Customer. Trouble Tickets opened for mobile Device issues may be charged a minimum fee OR an hourly rate if the root cause of the issue is not related to the TekLinks Exchange or BES configuration. TekLinks reserves the right to bill Customer at current hourly rates for configuration or support requests of this nature Blackberry Enterprise Services (BES) Blackberry Devices are supported by way of BES. BES is a fully Managed Service option, to include account administration and Device activation. TekLinks provides online instructions for configuring Blackberry Devices on the Customer portal at colo.teklinks.com iphone Devices TekLinks offers instructions for configuring iphone Devices on the Customer portal at colo.teklinks.com Android and Windows Mobile Devices Most Android and Windows Mobile devices will work with this Service. Due to the large number of device manufacturers and software versions available, TekLinks support for Android and Windows Mobile devices is best effort. 4.6 Hands-On Field Support Hands-On Field Support is available 24 hours a day, 7 days a week, subject to the availability of a qualified Field Engineer at the time the Incident is reported. TekLinks makes no warranty of response time for such Incidents requiring Hands-On Field Support. Best effort will be made to provide Field Engineer resources in a timely manner. TekLinks will be responsible for notifying Customer that Remote Support is not possible or feasible for a reported Incident and that the request for support will be classified as a Hands-On Field Support Incident. After such notification Customer has the right to request that all further troubleshooting or work on request be halted and that the ticket be closed. Tickets so closed will not be subject to further charge. If the Customer does not request a halt to all troubleshooting and/or work relating to Hands-On Field Support, then Customer assumes all responsibility for the escalation of the support request to Hands-On Field Support Incident status. Each Hands-On Field Support Incident shall have a minimum of one (1) hour of TekLinks time included. No free Hands-On Field Support Incident is included within this tier of Service. Hands-On Field Support is available at hourly, block, or emergency rates. Hands-On Field Support includes no warranty or representation with respect to support other than as included in the MSA. TekLinks expressly disclaims any warranties related to hardware replacement, software replacement, vendor warranties, vendor support calls, programming assistance, project management and additional product features. Common Hands-On Field Support service requests related to TekMail Service include, without limitation: Configuration of Customer firewall software and/or hardware that could affect connectivity to the TekLinks Service Installation of Microsoft Outlook Software Configuration of Customer antivirus software (Norton Antivirus 2003, etc.) that could affect connectivity to the TekLinks Service TekLinks Public Version: 12/31/2013 Page 6 of 13

7 Issues related to Customer's connection to the Internet (i.e. T1, Cable Modem, DSL Modem, Dial-Up accounts, etc.) Issues related to other accounts or personal folders (non-teklinks) configured within Customer s Microsoft Outlook software Issues related to general use of the Microsoft Outlook software (i.e. training, etc.) client software other than Microsoft Outlook Use of TekLinks Service on a Macintosh or non- Windows computer Use of TekLinks Service on a mobile device 4.7 Outbound SMTP Relay Services TekLinks will provide an SMTP gateway service for Customer Devices to be integrated with the Service. SMTP authentication is required to access the Service. TekLinks retains the right to suspend Service if abuse or misuse is suspected. TekLinks is the sole party responsible for determining which activities constitute abuse and misuse. 4.8 Upgrades This section intentionally left blank. 5.0 Service Delivery 5.1 General It is Customer s responsibility to ensure that all Users computers are able to connect to the Service and are configured properly. This includes but is not limited to Ethernet switches, Ethernet cabling, workstations, servers, operating systems and software. 5.2 Installation Upon receipt of the signed Quote, TekLinks will provision one or more of the following for the TekEx Service as required: Exchange domain Exchange mailboxes for end-users If additional configuration work is required due to limitations of the Customer network, then TekLinks reserves the right to bill Customer at current hourly rates for additional configuration time. TekEx Service Agreement into Customer s internal network. TekLinks is NOT responsible for and will not be obligated to provide any support of or assistance in configuration, installation, administration, troubleshooting, maintenance, or repair of any software or network application or integration of such software or hardware application into the Customer network. Customer shall be responsible for any travel expenses incurred by TekLinks in the course of providing onsite installation Service. 5.3 Service Upgrades & Modifications TekLinks may use other methods to provide Customer with equivalent Service. TekLinks reserves the right to replace the Service with equivalent or upgraded Service at any time during the Term of this Agreement. TekLinks will make an effort to coordinate any such upgrade or modification in Service with the Customer prior to such change in Service. If TekLinks is unable to coordinate an acceptable time for a Service change with the Customer, TekLinks reserves the right to make such a Service change during a scheduled Maintenance Window. 6.0 Service Support 6.1 Authorized Contacts TekLinks provides reliable and secure managed Services by requiring that all Technical Support and information requests come only from Customer s documented Authorized Contacts. Customer shall provide an Authorized Contact List which will contain at minimum one primary Administrative/Billing Contact and one Emergency IT contact, and may contain as many Authorized Contacts as desired. The Authorized Contact List will include the name, address and phone number for each Authorized Contact. The Administrative/ Billing Contact and Emergency IT contact are authorized to request Service Changes and to change the Authorized Contact List. The Emergency IT Contact will receive emergency maintenance or Service-related correspondence from TekLinks. Requests for configuration information or Service Changes are accepted only from Authorized Contacts via , fax or phone. Customer is responsible for ensuring Authorized Contact information is accurate and requesting any updates that are needed. TekLinks is NOT responsible for and will not be 6.2 Support/Helpdesk obligated to provide any support of or assistance in configuration, installation, administration, troubleshooting, maintenance, or repair of such Customer Customer must contact TekLinks Technical Support to report Service Incidents. TekLinks Technical Support will Equipment or integration of such Customer Equipment be available twenty-four (24) hours per day; seven (7) TekLinks Public Version: 12/31/2013 Page 7 of 13

8 days per week; three hundred sixty-five days (365) days per year as follows: The Support/Helpdesk is staffed Monday through Friday 7:30 a.m. to 6:00 p.m. (central). Support after such hours is available for Emergency and Urgent Priority Incidents. TekLinks Technical Support provides support for network monitoring, trouble ticket resolution, and fault isolation up to the termination point of TekLinks Equipment. TekLinks Technical Support will accept Incident support calls from any Customer representative. Requests for Service Changes or information are accepted from any Authorized Contact per conditions and procedures described elsewhere in this Service Agreement. TekLinks will not perform any requested activity which may cause Service disruption or perform any Service Changes unless request is initiated by an Authorized Contact. TekLinks reserves the right to delay response on support tickets opened by anyone other than the Authorized Contact. Communication between Customer and TekLinks not initiated by an Authorized Contact will not be subject to SLA remedies. All communications with Customer will be in the English language. This feature is intended to support standard functionality of TekLinks Services. Remote Support services are available via telephone and . When possible, TekLinks will use the Remote Support feature to resolve Customer reported Incidents. TekLinks shall be the sole party responsible for defining when Remote Support is not possible or feasible. Remote Support: Remote Support is available Monday through Friday 7:30 a.m. to 6:00 p.m. (central). Remote Support of Devices requires Telnet, SSH, or SNMP connectivity to the Device being supported. Remote Support of servers and desktops requires web browser and Internet connectivity to the Device being supported. TekEx Service Agreement is the responsibility of the manufacturer during any warranty period. If requested by Customer, TekLinks can assign a Hands-On Field Support service request to a TekLinks Field Engineer as set forth in Section 4.6 hereof. 6.3 Configuration Changes This feature is available on Devices located in a TekLinks Data Center. If TekLinks has deployed TekLinks Equipment at Customer s premises in order to enable a Service, then this feature is available on such Equipment located at Customer s premises. Configuration changes include but are not limited to: After-Hours Support: Support outside the Remote Support hours ( After-Hours Support ) is available for TekLinks has the right to modify or make exceptions to Emergency and Urgent Priority Incidents. TekLinks shall this list at any time. Past exceptions do not grant or be the sole party responsible for defining which issues imply a future exception. shall be classified as Emergency or Urgent Priority Incidents based on the Severity and Impact described by 6.4 Moves, Adds, and Changes the Customer when reporting the Incident. Customer has the ability to make changes to the number Hands-On Field Support: Any onsite repair of hardware of seats and features during the Term of this Agreement. TekLinks Public Version: 12/31/2013 Page 8 of 13 IP changes (routing, renumbering) ACL modifications Account administration TekLinks has the right to modify or make exceptions to this list at any time. Past exceptions do not grant or imply a future exception. This feature does not include engineering design services. Customer shall be responsible for any engineering design services that may be required to make configuration changes. TekLinks shall be the sole party responsible for determining if engineering design is required to make configuration change. TekLinks shall be the sole party responsible for determining which configuration changes shall be allowed and performed under the terms of this feature. This feature is intended to support the functionality of TekLinks Services. TekLinks shall be the sole party responsible for defining which configuration issues are classified as Incidents that require classification as a Hands-On Field Support Incident. Certain types of support will always be classified as Hands-On Field Support Incidents. This list includes but is not limited to: Engineering design Carrier technologies (MPLS, VPLS, AtoM) Equipment replacement or upgrade

9 Such Service Changes will be effected according to Section III, Requests for Services Changes, of the MSA and will be reflected in the next billing cycle following the effective date of the Service Change. Reductions in Services will be effective on the billing cycle following the effective date of the change. Reductions in Services may result in early termination charges. 6.5 Maintenance Maintenance windows for disruptive work to Service will be limited to Thursday evenings from 9:00 p.m. Friday morning at 5:00 a.m. (central) ( Maintenance Window ) with no requirement of notification to Customer prior to maintenance. During the Maintenance Window, all standard maintenance and planned minor changes to Services are performed. TekLinks will attempt to schedule all changes to the Service which may result in Service interruption ( Planned Major Changes ) during the weekly Maintenance Window, except in cases where impact to Service will be minimized by alternate scheduling. Planned Major Changes will be posted to the online maintenance calendar two (2) weeks in advance of scheduling. The TekLinks Maintenance Calendar is available online at colo.teklinks.com. Service SLAs do not apply during Maintenance Windows and Planned Major Changes. TekLinks reserves the right to perform emergency support or network maintenance as needed outside the weekly Maintenance Window, in which case TekLinks will make a reasonable effort to notify the Customer if feasible under the circumstances. Any such maintenance will be considered emergency maintenance. All Service SLAs will apply during such emergency maintenance. Customer is responsible for reviewing the TekLinks Maintenance Calendar weekly for current information regarding scheduled maintenance. Customer is responsible for maintaining an up-to-date Authorized Contact List with TekLinks. TekLinks will not be held responsible for maintenance notifications missed due to an out-of-date Authorized Contact List. Customer is responsible for notifying TekLinks in writing if it requests that disruptive maintenance be performed outside of the Maintenance Windows. 6.6 Backup and Recovery TekLinks will maintain backup of configurations for Back- End Infrastructure used to provide Services and/or base operating systems software for managed Devices as per TekEx Service Agreement the terms of the specific Service being provided to Customer. Refer to the Section 3 herein to determine if this feature applies. Configuration backups will not protect applications or external systems related to Device. Configuration backups will not protect Customer data. Examples include but are not limited to: TekLinks Public Version: 12/31/2013 Page 9 of 13 External computers, servers, workstations or mobile devices SSL VPN configurations Active Directory or RADIUS account information Configuration backups will not protect devices which are not covered by Service. Recovery assistance shall include installation of base operating system software and reapplication of last Device configuration that has been successfully backed up. Customer is responsible for maintaining Service on all Devices in a common cluster. TekLinks reserves the right to deny recovery assistance if Customer has only purchased Service for one Device out of a cluster of similar Devices. Examples include but are not limited to: Purchasing Service on one router of a redundant pair Purchasing Service on one switch in a StackWise cluster Recovery assistance shall include installation of base operating system software and reapplication of last Device configuration that has been successfully backed up Deleted Item/Mailbox Recovery TekLinks' Exchange servers are configured to allow recovery of deleted mailboxes or mailbox items for a period of thirty (30) days. If a User deletes an item from a mailbox, the System will allow the User to restore the item via Microsoft Outlook. Deleted Item/Mailbox retention allows Users to recover data after they execute a delete command against an individual mailbox or individual mailbox item. 6.7 Monitoring TekLinks performs monitoring of Service availability. If Service is unavailable, TekLinks support personnel are notified immediately and will begin efforts to restore Service promptly.

10 6.8 Notifications If requested by Customer in writing, TekLinks will notify Customer within fifteen (15) minutes of a Service Outage via notification Services. If a Service Outage is determined, TekLinks will generate an notification to Customer. Customer is responsible for providing up to two (2) addresses for Service Outage notifications. 6.9 Support Limitations TekLinks Technical Support is not responsible for end- User support of issues not directly related to Service. This includes (but is not limited to) Customer Front-End Infrastructure, Customer Equipment, or Customer application support. 7.0 Billing 7.1 Service Activation Date Billing for the Service will begin on the Service Activation Date. The Service Activation Date shall be the earlier to occur of: 1) The date on which Service is activated on the first newly contracted Customer Device by TekLinks. 2) Ninety (90) days after the date on which this Agreement is signed by Customer. Customer is responsible for ensuring TekLinks has the ability to install any necessary software or Equipment necessary to deliver Services in a timely fashion. 7.2 Billing and Payment Terms Billing and payment terms are set forth in Section X, Billing and Payment Terms, of the MSA. 7.3 Monthly Commitment Customer must maintain a Minimum Monthly Commitment Level ( MMCL ) of Service. MMCL shall be defined as the level of Services generating the minimum dollar amount specific to this Service contained within the executed Quote. Customer may request changes in the MMCL within 30 days after the install date as described in Section 5.2 without penalty. After such 30 days, monthly billings cannot drop below the charge for the MMCL for the remainder of the Term of the Agreement. Should Customer s use of the Service drop below the MMCL during the Term of this Agreement, Customer will be billed for and obligated to pay at the monthly charge for MMCL. Increases in Service quantities may be made at any time, and Service Fees TekEx Service Agreement will increase as set forth in the Quote or a signed evaluation of a Service Change. 7.4 Service Usage-Based TekLinks will bill Customer monthly for the maximum number of mailboxes in use at one point in time by Customer during each calendar month. 8.0 Customer Requirements 8.1 General Customer s general obligations for Service are set forth in Section VI, Customer Responsibilities, of the MSA. 8.2 Equipment Equipment Requirements Customer is responsible for all Front-End Infrastructure, unless Managed by TekLinks, and Customer Equipment used to access Service Equipment Configuration Customer is responsible for all Equipment configuration changes not specifically outlined herein. Customer is responsible for any Equipment modifications necessary at Customer s premise to accommodate the Service outlined herein Equipment Maintenance and Failure TekLinks is responsible for the maintenance and/or replacement of failed Back-End Infrastructure and, to the extent Managed by TekLinks, Devices. In the event of a failure of hardware or hardware components provided by TekLinks, TekLinks will provide replacement hardware or hardware components. Where available, TekLinks will provide replacement hardware from TekLinks inventory. If replacement hardware is not available in TekLinks inventory, TekLinks will arrange for replacement hardware with the vendor or supplier Bandwidth Requirements Customer is responsible for maintaining adequate Internet connectivity and bandwidth sufficient to support proper functionality of the Service Other TekLinks recommends that Customer require its Users to follow good password policy. It is the Customer's and Users responsibility to keep passwords confidential, and to change passwords on a regular basis. TekLinks is not responsible for any data losses or security issues due to TekLinks Public Version: 12/31/2013 Page 10 of 13

11 stolen or hacked passwords. TekLinks recommends the use of passwords that contain letters, numbers and symbols to lessen the chance of unauthorized access. TekLinks Technical Support does not have access to existing passwords. For security reasons, TekLinks support can only reset passwords. 9.0 Service Conditions Conditions to TekLinks performance of Services for Customer are set forth in Section II.B, Service Conditions, of the MSA Service Level Agreements 10.1 General TekLinks will be the sole party to determine whether TekLinks has not met any of the SLAs specified herein. Customer must at all times cooperate with TekLinks in testing, determining, and verifying that a qualifying Service Outage has occurred SLA Credit Request Process and Limitations In order to receive any of the SLA credits specified herein for Service (each, a Service Credit ), an Authorized Contact must immediately notify TekLinks Technical Support of an Incident within the TekLinks Service that results in the inability of the Customer to access Service ( Service Outage ). A Service Outage does not include an outage that occurs during scheduled Maintenance Windows or Planned Major Changes. TekLinks Technical Support will investigate the reported Service Outage and assign a Trouble Ticket number. Once TekLinks determines that a substantiated Service Outage that could qualify Customer for the Service Credit has occurred ( Verifiable Trouble Ticket ), then Customer may request a Service Credit within thirty (30) days after the event giving rise to the Service Credit by contacting TekLinks Technical Support and asking for a Service Credit escalation. A Verifiable Trouble Ticket must accompany Customer s request for any Service Credit. Service Credits should appear on Customer s bill for the Service within two (2) billing cycles, after such Service Credit has been approved by TekLinks. In any calendar year, Customer s aggregated Service Credits may not exceed, for any Service, three (3) months worth of the monthly Service Fee for the affected Service. In any billing month Service Credits may not exceed, for any Service, fifty percent (50%) of the monthly Service Fee for the affected Service. For purposes of calculating Service Credits, the monthly Service Fee shall mean the monthly recurring charge for such Service, but excluding, in all cases, (i) any monthly recurring fees for the Service options (e.g., domain name hosting or relay Service); (ii) all one-time charges; and (iii) any monthly recurring charge for Equipment for such Service ( MRC ). Service Credits are exclusive of any applicable taxes charged to the Customer or collected by TekLinks SLA Exclusions Global SLA Exclusions SLAs do not apply and TekLinks is not responsible for failure to meet an SLA resulting from: Misconduct of Customer or Users of Service Failure or deficient performance of power, Equipment, services or systems not provided by TekLinks Delay caused or requested by Customer Service interruptions, deficiencies, degradations or delays due to any access lines, cabling or Equipment provided by third parties Service interruptions, deficiencies, degradations or delays during any period in which TekLinks or its representatives are not afforded access to the premises where access lines associated with Service are terminated or TekLinks Equipment is located Service interruptions, deficiencies, degradations or delays during any period when a Service Component is removed from Service for maintenance, replacement, or rearrangement purposes or for the implementation of a Customer order or by Customer staff Customer s election to not release a Service Component for testing and/or repair and to continue using the Service Component Force Majeure Events, as described in Section XV, Force Majeure, of the MSA. Failure of Customer to provide suitable secure environment for on-premise Devices including but not limited to: secure mounting/racking, appropriate cooling and air handling, security from theft, loose wires bundled neatly, etc. Failure to adhere to TekLinks recommended configurations on unmanaged equipment. TekLinks Public Version: 12/31/2013 Page 11 of 13

12 Over 30 day past due balance on any billing or Service with TekLinks In addition, Service Credits do not apply (a) if Customer is entitled to other available credits, compensation or remedies under Customer s Service Agreement for the same Service interruption, deficiency, degradation or delay, (b) for Service interruptions, deficiencies, degradations or delays not reported by Customer to TekLinks, (c) where Customer reports an SLA failure, but TekLinks does not find any SLA failure, and (d) when Service is dependent upon other Service with lower SLA. If Customer elects to use another provider or method to restore Service during the period of interruption, Customer must pay the charges for the alternative Service used Service SLA Exclusions This section intentionally left blank SLA Classifications and Goals Availability Service Availability SLAs apply only when Service is completely unavailable due to an Incident. After Customer opens a Trouble Ticket on the Service issue, TekLinks Technical Support will classify the issue. If TekLinks Technical Support determines that Customer Service is 100% unavailable, the issue will be categorized as a Service Availability issue and all SLA remedies applicable to Service Availability will apply. Any SLA remedies not specifically defined as Service Availability SLAs will not apply to same Service issue. Goal 99.9% availability ~43.2 minutes downtime monthly based off a 30-day month Performance Remedy Each hour Service is unavailable above SLA goal qualifies the Customer for a credit of 5% of MRC up to a maximum of 50% of MRC for affected Service. Service Performance SLAs apply if Service is available in a degraded state. After Customer opens a Trouble Ticket on a Service Incident, TekLinks Technical Support will classify the Incident. If TekLinks Technical Support determines that Customer Service is available albeit with performance degradation, the Incident will be categorized as a Service Performance issue, and all SLA remedies applicable to Service Performance will apply. Any SLA remedies not specifically defined as Service Performance SLAs will not apply to the same Service Incident. Performance Service Credits will not be given if Service Availability Service Credits are requested against same Incident. There are no Service Performance SLA Goals with this Service. Service Performance Goal N/A Other Service Performance Remedy N/A Other SLAs apply whenever a SLA goal other than Service Availability or Service Performance has not been met. Other SLA credits will qualify for consideration even when Service Availability or Service Performance SLA credits are requested on the same Customer issue Initial Incident Response The Initial Response SLA goal is measured from the time an Incident is first reported to TekLinks by the Customer until TekLinks responds to such Incident with an initial or phone call. Resolution of the Incident will not be considered to be part of this Initial Response SLA goal. Incident Priority Goal Remedy Emergency Response 1 hour Failure to meet the goal does not qualify the Customer for any credit Urgent Response 2 hours Failure to meet the goal does not qualify the Customer for any credit Normal Response 24 hours Failure to meet the goal does not qualify the Customer for any credit Incident Resolution / Service Repair Objective The Incident Resolution/Service Repair Objective SLA goal is measured from the time an Incident is first reported to TekLinks by the Customer until such Incident has been resolved or a suitable workaround is in place TekLinks Public Version: 12/31/2013 Page 12 of 13

13 to restore Service to a state of reasonable operation. Incident Resolution/Service Repair Objectives herein are stated as goals toward Mean Time to Recovery ( MTTR ) of the Service. Failure of TekLinks to meet these goals on a single Incident does not qualify Customer for SLA credits. Incident Priority Emergency Response Urgent Response Normal Response Goal 4 hours (6 hours for Customer Premises Equipment) Remedy Failure to meet the goal does not qualify the Customer for any Service Credit 8 hours Failure to meet the goal does not qualify the Customer for any Service Credit 48 hours Failure to meet the goal does not qualify the Customer for any Service Credit Remote Hands This section intentionally left blank. (End of TekEx Service Agreement) Hardware Replacement In the event of a failure of hardware or hardware components provided by TekLinks, the MTTR will be determined by the associated Incident Priority based on the Impact of hardware failure to Services as outlined in Incident Resolution/Service Repair Objectives section above. However, if the replacement hardware is not readily available from TekLinks inventory, MTTR begins at the time TekLinks takes possession of said replacement hardware. For Customer Equipment, MTTR starts at such time TekLinks receives the replacement Equipment from the Customer or Customer s vendor Monitoring This section intentionally left blank Provisioning For purpose of the Provisioning SLA, the duration of Provisioning shall be deemed to commence upon the signature of a Quote for Services by Customer and ends when the Service has been provisioned to the Customer. Goal Remedy 45 days Failure to meet the goal does not qualify the Customer for any credit TekLinks Public Version: 12/31/2013 Page 13 of 13