1.1  UniVoxx offers the following performance Service Level Agreements (SLAs) covering Mean Opinion Score (MOS), Network Availability, Provisioning Interval and Time To Repair (TTR). These SLAs are available in the North America and Central America.

1.2   VoIP Service Level Agreement Credit Process - General. To receive a credit, Customer must submit its written request as set out in the table below within 30 business days after the month in which the SLA was not met. If UniVoxx confirms Customer's request (i.e., that the particular SLA was not met), then Customer shall receive a credit calculated as shown in the table below. No credits will be given with respect to VoIP Service not affected by the unmet SLA.

VoIP SLA For Applicable Locations in For Locations within the U.S. on the UniVoxx VoIP Network

Provisioning Interval Credit Calculation Basis for SLA claim for Jitter and MOS

If UniVoxx fails to meet the Provisioning Interval SLA, and UniVoxx confirms such failure, UniVoxx will provide to Customer a Service Credit equivalent to the monthly recurring charge (MRC) equivalent to the customer’s monthly VoIP concurrent call fee.
UniVoxx will use UniVoxx recommended public web site to verify that the MOS SLA and the Jitter SLA standard was not met. If UniVoxx confirms Customer's request, then Customer may submit a claim for credit. A trouble ticket may be required.

1.4 Mean Opinion Score (MOS) SLA. MOS is a measure (score) of the audio fidelity, or clarity, of a voice call. It is a statistical measurement that predicts how the average user would perceive the clarity of each call. The VoIP MOS SLA provides that the Applicable Network performance will not drop below 4.0 where MOS is calculated using the standards-based E-model (ITU-T G.107).

1.5 Time to Repair SLA. The VoIP Time to Repair (TTR) SLA provides that priority one (PTY 1) tickets will be resolved within 5 hours or less in the Central American countries listed above and within 4 hours or less within the United States or Canada. PTY 1 Tickets are categorized as a “hard outage” where there is complete loss of VoIP Service or severe service degradation that results in Customer’s inability to receive any inbound calls and/or complete any outbound calls from a given location using UniVoxx VoIP. “Time to Repair” is defined as time taken to restore VoIP Service during a Hard Outage based on trouble ticket time. The TTR SLA is not applicable to sites that do not use UniVoxx Internet Dedicated or UniVoxx Private IP service.

1.6   Provisioning Interval SLA
Provisioning Interval Scope. The Provisioning Interval SLA requires that the ordered VoIP services are ready for use within 20 calendar days of the date of the submission of the order to UniVoxx’s provisioning group.
Provisioning Interval SLA Exclusions. In addition to the General Exclusions, the Provisioning Interval SLA does not include any period of time arising out of or associated with the following:

• Delays in provisioning related to Customer actions, moves or scheduling difficulties

• Delays attributed to the provisioning of other services when ordered together with VoIP
• Delays resulting from changes to a previously accepted order for Service from Customer, its agents or vendors
• Any delays resulting from unavailability of Customer’s premises, equipment, or facilities required to provision the Service
• Delays resulting from inaccurate or incorrect order information
• Delays resulting from an order suspension due to credit issues involving Customer
• Service changes (Move, add, change activity)
• Porting of telephone numbers to UniVoxx

Any periods of delay attributable to the reasons above will be deducted from the provisioning interval time period.

2. Exclusions and Limitations to SLA Applicability.
   2.1 General Exclusions. The following exclusions apply to all VoIP Service SLAs:

• Force Majeure Events; and
• UniVoxx network maintenance.

2.2 VoIP Network Availability and TTR SLA Exclusions. In addition to the General Exclusions, the VoIP Network Availability SLA and Time to Repair SLAs do not include time related to unavailability or outages resulting from:

• Inappropriate VoIP Service configuration change(s) made by or through Customer at the UniVoxx web-site;
• Customer premise equipment including, but not limited to, Customer-provided PBX, black phones, SIP phones, firewalls, router/modem and/or analog/ethernet adapter;
• Acts or omissions of Customer or its users, or any use or user of the VoIP Service that is authorized by or enabled through Customer but outside the scope of Customer's VoIP Service; and
• "Customer Time," which is the time identified on the trouble ticket (if any) attributable to, or caused by, through no fault of UniVoxx, the following: (a) incorrect or incomplete contact information provided by Customer which prevents UniVoxx from completing the trouble diagnosis and VoIP Service restoration; (b) UniVoxx being denied access to network components at the Customer location when access is required to complete trouble shooting, repair, diagnosis, or acceptance testing; (c) Customer's failure or refusal to release the circuit for testing; (d) Customer being unavailable when UniVoxx calls to close a trouble ticket or verify VoIP Service restoration, (e) any other act or omission on the part of Customer; or (f) down-time caused by the PTT or Local Exchange Carrier (LEC) for periods where the PTT’s or LEC’s maintenance support is not available.

UniVoxx reserves the right to amend any applicable SLA from time to time effective upon posting of the revised SLA where the SLA is set out or other notice to Customer of the change, provided that in the event of any amendment resulting in a material reduction of the SLA’s service levels or credits, Customer may terminate Services without early termination liability (except for payment of all charges up to the effective date of the termination of any such Services) by providing UniVoxx at least 30 days written notice of termination during the 30 days following posting of such amendment.