Service Description Interoute One

Service Description Interoute One Interoute, Walbrook Building, 195 Marsh Wall, London, E14 9SG, UK Tel: +800 4683 7681 Email: info@interoute.com Interoute Communications Limited

Contents 1 Executive Summary... 3 Interoute One for Microsoft Office Unified Communications... 3 2 Service Description... 4 2.1 General description... 4 2.2 Interoute One for PBX... 5 2.3 Interoute One for IP PBX... 6 2.4 Interoute One for Microsoft Unified Communications... 6 A free trial offer... 6 2.5 Worldwide local inbound numbers... 7 2.6 Assured Inbound Service... 7 2.7 Key features and Benefits... 7 For Microsoft Unified Communications (Lync and OCS 2007 R2)... 8 2.8 Notes... 8 3 Service Support... 8 3.1 Service Implementation... 8 3.2 Customer Service... 8 3.3 Customer Care... 10 3.4 Billing... 11 Interoute 14 November 2011 This document contains information proprietary to and/or considered confidential by Interoute. Except as otherwise provided no part of this document may be reproduced, stored or transmitted in any form or by any means whether graphic, electronic or mechanical, including photocopying, recording, taping or storage in any information retrieval system, for any purpose, without prior written permission of Interoute. Interoute is a trading name of Interoute Communications Limited, registered in England number 04472687, registered address Walbrook Building, 195 Marsh Wall, London, E14 9SG. Nothing within this document may be construed as an offer to supply goods or services except where explicitly stated. All sales are subject to contract.

1 Executive Summary No other product on the market today offers the same combination of features and reach that Interoute One delivers. Interoute One is a powerful yet simple proposition for corporate customers who are looking to reduce their costs, with no major additional investment and without compromising on quality or security. Interoute One provides a secure business quality voice over IP solution that gives: Free calls between company offices no matter where in the world they are Competitive worldwide outbound call rates Worldwide local inbound DDI numbers Centralised management and cost control Interoute One can be delivered over multiple access methods and is designed to seamlessly integrate with existing mixed telephony architectures across a number of countries. All the benefits of IP telephony are now available without the need of purchasing new hardware or embarking on a major change programme. Interoute One for Microsoft Office Unified Communications Interoute One is also available for easy integration with the newly released Microsoft Lync as well as Office Communications Server 2007 R2. Due to our close working relationship with Microsoft, we were the first European based Communication Service Provider qualified to fully support the integration of Microsoft Lync with traditional telephony architecture. To experience the power of Interoute One, apply now for a free trial. This can be easily activated via an on-line application process at www.interouteone.com. Don t invest time and money trying to integrate Microsoft Unified Communications with your existing telephony or buying expensive hardware and additional communication lines. Simply connect to Interoute One and enjoy the benefits of Microsoft Unified Communications combined with business quality secure VoIP capability. The simplest access method for Interoute One is to use an existing public internet link for connection to Interoute s extensive network. Other alternative access methods are also available from Interoute to meet individual requirements. Interoute One is the key to enabling Microsoft Unified Communication Servers to be a complete unified communications tool. Calling colleagues or other Interoute One customers becomes quick, easy and free. Additionally, when calling anyone else, our call rates are extremely competitive. In addition our on-line management reporting tools puts you in complete control.

2 Service Description Interoute One enables our corporate customers to benefit from VoIP in a simple and secure way. Whatever telephony system you have, you can benefit from the features and cost efficiencies this product brings. 2.1 General description Interoute One delivers free on-net calls, a highly competitive worldwide outbound calling rate card and local inbound DDI numbers without the need of expensive upgrades to existing telephony hardware. Therefore, no matter what the mix of telephony equipment you have, you can benefit from the advantages of VoIP. This saves both time and money. Currently a large number of Corporates are benefiting from using Interoute One. These include companies such as Mitsubishi Motors, PricewaterhouseCoopers, Emirates Airlines and BMW. Interoute s voice business has been growing rapidly as more corporate customers come to realise the benefits of deploying Interoute One. Today our network is carrying over 10 billion voice minutes per year. Our voice network is based on the market leading technologies of Sonus soft switches and Genband session border controllers. In addition, Interoute has developed Interoute One for Microsoft Unified Communications. As Interoute One is a network based solution it means that no additional equipment is required and by using our online sign-up facility, the service can be active within 10 minutes.

Interoute One can be easily integrated to the following telephony systems as stand alone or as part of an Interoute IP VPN solution: 1. Interoute One for PBX 2. Interoute One for IP PBX 3. Interoute One for Microsoft Unified Communications (Lync & OCS 2007 R2) The unique power of Interoute One is where mixed telephony architecture is deployed across a number of countries. Interoute One can seamlessly connect to each of the systems allowing all sites to benefit from Interoute One without incurring large expense. As shown below, Interoute One can be accessed via direct links purchased from Interoute. Alternatively, easy access can be achieved by using existing internet connections. 2.2 Interoute One for PBX Legacy PBX s can now benefit from VoIP telephony without the need to upgrade hardware to an IP based solution. Interoute will connect these PBX s via a direct TDM access to the most appropriate voice gateway in the Interoute network. This TDM tail link can be either purchased

from Interoute or can be delivered by another supplier. Alternatively, connection to Interoute One can be made via the public internet. To enable this, Interoute will provide a TDM to SIP gateway device. Interoute charges a fixed monthly rental for the provision of this gateway device. It must be noted that, if another ISP s internet connection is used, then Interoute is unable to guarantee call quality as Quality of Service (QoS) becomes outside our control. 2.3 Interoute One for IP PBX Connection for IP PBX is via SIP trunking supplied either by any IP product from Interoute or the public internet from another ISP. Interoute One can also be delivered over H323 trunking should that be a requirement. If access is by public internet from another ISP, then Interoute is unable to guarantee call quality as QoS becomes outside our control. Interoute will configure our end of the SIP trunk or H323 link but it is your responsibility to arrange the configuration for your telephony system. 2.4 Interoute One for Microsoft Unified Communications Interoute One is the unique solution that unlocks the full potential of Microsoft Unified Communications (UC) such as Lync and OCS by adding telephony voice services. Natively, Microsoft UC does not support outbound voice telephony. Interoute One is very easy to use and is specifically designed to integrate seamlessly with Microsoft Lync and OCS. It can use an existing Internet link for connection to Interoute s network, making voice activation both quick and cost effective. You don t even have to buy additional expensive hardware or additional communication lines. Simply connect the Microsoft mediation server to Interoute One and enjoy the benefits of Unified Communications combined with business quality secure VoIP capability. Interoute will configure our end of the IP trunk but it is your responsibility to arrange the configuration for the Microsoft system server. Interoute can provide full requirements specification if required. Connection can take as little as 10 minutes. Once integrated, all the standard Interoute One features and benefits are available including free on net calls, competitive worldwide call rates and full on-line management reporting and tools. A free trial offer To experience the power of Interoute One, apply now for a free trial. This can be easily activated via an on-line application process at www.interouteone.com.

2.5 Worldwide local inbound numbers Interoute One can provide local inbound numbers for over 40 countries, which can then be terminated at any other location on your telephony network. This gives you the ability to provide a local number but manage the calls out of a different country at no additional cost. This is only available if you are accessing Interoute One via an IP solution. 2.6 Assured Inbound Service A challenging issue many customers have with standard solutions is what happens if my inbound infrastructure fails, for instance from some local disaster such as flooding. Assured Inbound can help address this issue, by offering customers the ability to select a divert number should the prime destination be unavailable to accept calls. Interoute s next generation network will be able to detect if there is a problem and reroute the call to an alternative number, therefore providing customer will a low-cost disaster recovery strategy. 2.7 Key features and Benefits Key features Free on-net calls Worldwide outbound calling Worldwide local inbound DDI numbers in over 40 countries Assured inbound option Secure connection Business quality VoIP No need to upgrade existing voice solution On-line, real time management reports via dedicated and secure Internet Hub Call barring of certain number types No change to existing telephone number range Per second billing Invoices available in PDF format Key benefits Fast implementation means cost savings realised immediately A low cost worldwide calls package Easy integration with a mix of telephony systems across a number of countries No set-up charges No upfront or hidden costs Bound by commercial contracts and service level agreement Easy to manage from one web page you can control, monitor and access your entire voice service Call Detail Records (CDR s) are in a clear and helpful format Trusted by a large number of Corporates

For Microsoft Unified Communications (Lync and OCS 2007 R2) In addition to the general features and benefits above, Interoute One for Microsoft Unified Communications provides the following unique features and benefits: Fast, easy and low cost integration Free trial apply online for a no obligation trial No new hardware required Enables direct Click to Call e.g. from a phone number in an e-mail Outlook contacts becomes instantly the phone book Reduce mobile roaming costs. Roaming is on average 33% of a Corporates mobile bill. Interoute One for Microsoft Unified Communications can significantly reduce this cost as wherever the internet is available the user can connect to Interoute One Remote office workers can use the same technology they have in their office on their desktop, including their business phone 2.8 Notes To fully realise the benefits of Interoute One for Microsoft UC it is recommended that approved USB handsets are supplied to all staff. No guarantee on quality of service can be given if Interoute does not provide the IP access. The Corporate is responsible for configuration work on their telephony system. Interoute does not provide any management of existing or new telephony systems deployed by the Corporate. For example, no one from Interoute will configure PBX s or move desk phones. 3 Service Support Our solution offers minimum disruption because Interoute One is a network based solution. Interoute One also works along side other existing voice minute providers that are set up on PBX s. 3.1 Service Implementation For IP connections that do not use Interoute s IP Access, it is the customer s responsibility to configure their telephony system to point towards Interoute s network. 3.2 Customer Service Each customer is set up with their own secure access to Interoute s Hub web portal to manage Interoute One. Customers can: access voice traffic reporting - including traffic usage summary tables, graphs, and advanced reporting. log and track trouble tickets download historic invoices

access Customer Network Management Reports view the performance and utilisation of their network and plan its evolution accordingly; access Customer Traffic Management Reports giving detailed information on call patterns A screen shot example of Trouble Tickets viewed through our Hub portal is shown on the next page: Below are screen shot examples of traffic reports showing previous day and last 30 days reports:

3.3 Customer Care Interoute One benefits from our centralised multi-lingual, Customer Support Centre (CSC),

which is operational twenty-four hours a day, 365 days a year and may be reached using a toll free international number. The CSC provides a single point of contact for all customer problems and co-ordinates resolution of all issues. The CSC operates within the service levels agreed, including: Immediate opening of trouble ticket in response to a call from the customer; Managing resolution through our Network Operations Centre (NOC); Giving regular updates to the customer until the trouble ticket is closed within the timescales outlined in Service Level Agreement; Proactive warnings of possible disruptions where our NOC has detected a problem, or due to maintenance activity. The CSC also arranges customer and/or contractor site access and arranging planned works with the customers. 3.4 Billing Interoute raises invoices on a monthly basis. Fixed fees are billed in advance and call minutes in arrears. These invoices can be retrieved by using the Interoute Hub. Invoices for the previous month are available before the 8 th day of the current month. The Interoute Hub provides invoices in PDF format. An example of the Hub, our invoice and accompanying statement is shown below:

In addition, via the Hub, the CDRs are available to download. These are provided to customers to analyse their spend and have also proved to help customers identify hotspots within their organisation. This information is provided once a month when Interoute produces the customer invoice. The file is a flat csv (comma separated variable) file giving each call and its associated cost broken into 7 fields: 1. Currency 2. Cost 3. Calling number 4. Called number 5. Date and time 6. Duration 7. Source Trunk Group 8. Destination An example csv output reformatted is shown below: Currency Cost Calling party Number Called Party Number EUR 0.0453 02412345678 41087465100 EUR 0.054 05648797522 77879785522 EUR 0.524 24674887487 98794562121 EUR 0.1585 54654200110 98765423000 EUR 0.03 68579812000 98796541000 EUR 0.0185 55468796420 98742100000 Customer CDR Format Date and Time (UTC) 01.09.2009 06:52:26 01.09.2009 07:05:07 01.09.2009 07:52:36 01.09.2009 07:53:43 01.09.2009 08:08:34 01.09.2009 08:14:02 Duration (Secs) Source Trunk Group Destination 181 IRT_DE323_COM_LJUBLJANA BELGIUM_BRUSSELS 9 IRT_DE323_COM_LJUBLJANA AUSTRIA_MOB_MOBILKM 524 IRT_DE323_COM_LJUBLJANA GERMANY_NGN 634 IRT_DE323_COM_LJUBLJANA POLAND_WARSAW 5 IRT_DE323_COM_LJUBLJANA AUSTRIA_MOB_MOBILKM 74 IRT_DE323_COM_LJUBLJANA LUXEMBOURG CDR Download via the Hub

1. Download of CDRs (for Inclusive Calls Package customers) An example csv output reformatted is shown below: Currency Cost Calling party Number Called Party Number Date Time (UTC) Duration (Secs) Source Trunk Group Destination Band EUR 0 02412345678 41087465100 01.09.2009 06:52:26 181 IRT_DE323_COM_LJUBLJANA BELGIUM_BRUSSELS Band-A EUR 0 05648797522 77879785522 01.09.2009 07:05:07 9 IRT_DE323_COM_LJUBLJANA AUSTRIA_MOB_MOBILKM Band-A EUR 0.524 24674887487 98794562121 01.09.2009 07:52:36 524 IRT_DE323_COM_LJUBLJANA GERMANY_NGN Band-B EUR 0.1585 54654200110 98765423000 01.09.2009 07:53:43 634 IRT_DE323_COM_LJUBLJANA POLAND_WARSAW Band-B EUR 0.03 68579812000 98796541000 01.09.2009 08:08:34 5 IRT_DE323_COM_LJUBLJANA AUSTRIA_MOB_MOBILKM Band-C EUR 0.0185 55468796420 98742100000 01.09.2009 08:14:02 74 IRT_DE323_COM_LJUBLJANA LUXEMBOURG Band-B 2. Figure 1 Customer CDR Format