25B - AGMT - INTERNET SRVS - Laserfiche WebLink

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INIFPNE7 ( WICE ( TREVIKYON I ETHERNET I CLOUD TIME WARNER CABLE Business Class DEDICATED INTERNET ACCESS SERVICE -LEVEL AGREEMENT (CONT.) IX. Remedies Service Credits: If the actual performance of an On-Net Service during any calendarnnonth is less than the SLATargets, and Customer has complied with the requirements in this SLA, then Customer may request creditlst equal to the pa« ;entage(s1 of the monIdy5ervice Charges for only the Af mcmd Service as set forth .n the table below Any credits will be applied as an of [set against any amounts due It Customer to TtNC_ All credits must be lit requested by the Customer within 30 days of a Service Disruption or Service Degradation by calling the Customer Care Center and opening a trouble ticket, and (if) confirmed by PNCK engineering support teams as associatedwith a trouble ticket and as failing to meet the applicable SLA Targets SERVICE AVAILABILITY I MEAN TIME TO RESTORE LATENCY/FRAME JITTER / FRAME PACKET LOSS / (" MTTR ") DELAY (ROUNDTRIP) DELAY VARIATION FRAME LOSS r Except as set forth belmv, the credits described in this SLA shall constitute Customer ssole and esct rstve remedy and 'rv'r1C "s stria and exclusive liability, wnh respect to I WC's failure to meet any SLA Targets. All SLA Targets are monthly measurements and Customer may request only one credit per SLA 'target per month up to a maximum of a0% of the monthly Service Charges for [lie Affected Slo W.C. Cestnrler sun] not be eligible forcredrts excesdii in tutorial months of Customer's applicable monthly Service Charges during any catendaryear Chronic Priority 1 Outages: b Customer expenenees and reports three (3) separate Priority 1 Outages where the Downtimrt exceeds four (a) hours during each Priority i Outage within three 13) consecutive calendar tronths, then Customer may terminate the Affected Service without charge or liability by providing it least thirty (301 clays written norire to TWC, provided, However, that I) Customer fray only lei tnitiate the Affected Service, (it) Customer must exercise its right to terminate the Affected Service by providing written notice to TWC rvithin thirty (30) days after opi event givinr use to Customer's termination right, bin Custcmr r shelf have paid TWC all amounts due at the time of such termination for all Set vi(:os provided by TVJC purruant to the Agreement, and (iv) the for nomination right provides the sole and exclusive remedy of Customer and the sole and exclusive liability of TWC for chronic Notify 1 Outages and Customer shall not be eligfole Iar any aaditinnal credits. Ter-nmatlon will be effective forty-five 15) days after TW(, s= eceipt of such written notice of termination 25B -9