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INTLBNEI I vDICF I TFUNISION I rfHERNET I ctouo '°tc77 TIME WART Businea This document outlines the Serrice-LeveI Agreement (' "SLA "1 for Dedicated Intemer Ames ( "DIX) fiber -based survIce (die "St vit e'). Capitalized wands used, but not defined heroin, shall have the meanings given to them m fee Tinto Warner Cable Business Class Service Agreement (including the terms and conditions, attachments, and Service Orders described Urerein, the 'AgieemenI") This SLA is a part of, and hereby incorporated by reference into, the Agreement. If any provision of this SI -A and any provision of the Agreement ate inconsistent or ran II cting, the inconsistent or conflicting provision of hus SLA shall coniml This SI_A document applies only to services provided aver TWC's own network (" Dn -Nel ") and not to any Our (ion that is provided by a Thad parry All SLA Targets in the fable below, are measured at the individual circuit or service level, and any applicable credits are issued only far the affected On -Net circui t or service (the "Atfacted Service') I. SLA Targets for On -Net Services 11. Priority Classification A "Service Disruption" is defincr,l as an aowye, disruption o severe degradation, radial than an Excluded Disruption, teal Ill terfcr , with the aridity to a TWC network hub to It) transmit and receive network traffic on Customer's dedicated access part at the TWC network hub and (ii( exchange tie heart traffic, with another TWC network hub. The, Service Disruption period begins when Customer recalls a Service Disruption using d'WC's trouble ticketing system by contacting Customer Care, TWC acknowledges receipt of such trouble ticket, TWC validates :bat the Service i, affected and Customer releases the Service for dealing. The Service Disruption ends wean the, Attected Service has been restated. "Service Degradation" means a degradation of the Service that is net a Service Disruption or a result at an Excluded Disruption, such as faltul'e of trite Service to achieve the SLA Targets (or Latency / Frail Delay, Jilt / Frane Delay Variation, or pecker / Frame Loss 'Excluded Di ,ructions" Ideals if planned outages. (ii) routine, or urgent maintenance, (iii) time when TWC is unable to gain access to Customer's premises to troubleshoot repair 01 replace equipment or the Service, Ilv} service atoblems resulting from arts of omissions of Cu.sturner or Customer's representatives or agents, (v) Customer earipm2nr failures, lei) Customer is not prepared to release the Service for tesIino, and W if I Farce Majeure Events. TWC will ducally Service problems as follows: 5' A. Service Disruption resulting in a fetal loss of Service: or Priority f B Service Degradatinn to the point that Cusconorf is unable to use the Sorvi :e and is prepared In elease. it for immediate testing leach a °Priority I outago'"). Priority 7 Service Degradation where Customer is able to use the Service and is not prepared to release it for immediate testing. sure Iby'r A A service problen- that ties,, not impact the Surma; or B. A songle non- r.urnT specific quality of Service mqun'y. r