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The objective for Average Packet Loss is to not be greater than 0 .5% . For any month in which the objective is not met, Customer will receive a credit, which may be applied towards Customer's monthly invoice, equal to 1 /30th of the monthly recurring charges for the Services . Packet loss will not be considered for purposes of Average Packet Loss , and Service credits will not be available to Customer, in cases where packets are lost as a result of (i) the negligence, acts or omissions of Customer, its employees , contractors or agents or its end users ; (ii ) the failure or malfunction of testing equipment, applications or systems ; (iii ) circumstances or causes beyond the control of AT&T , including instances of Force Majeure; or (iv) scheduled service maintenance, alteration , or implementation . Such credits will be granted only if Customer affords AT&T full and free access to Customer's equipment to perform necessary testing , troubleshooting or related activities . Service Level Objectives (SLOB) 1 . Mean Time to Repair. " Mean Time to Repair" is the monthly average time over any calendar month it takes for AT&T to resolve any outage problem classified as "major" or "critical" by AT&T's network Operations Center. Mean Time to Repair is calculated as follows : MeanTime to Repair = Total outage minutes Total outage occurrences The objective for Mean Time to Repair is not to exceed four (4) hours . This objective will be measured and reported but the Customer will not receive a credit if the objective is not met. 6 . Other Terms and Conditions Customers whose Service was established prior to 5/1 /07 should anticipate receiving any applicable credit within 2 billing cycles after the month in which the SLA objective was missed . Customers whose Service is established after 5/1 /07 will need to call 1 -800-317-3343 and select the appropriate option to request SLA payments , and should anticipate receiving any applicable credit within 2 billing cycles after the month in which the SLA credit was requested . If a customer whose Service was established prior to 5/1 /07 believes a credit should have been applied but was not, or a customer whose Service is established after 5/1 /07 wishes to request a credit, such customer must request such credit within 120 days after the date of the report from AT&T giving notice that an SLA objective was missed . If Customer's request for a credit was in error, Customer may be charged for the costs associated with researching the credit request. The total credits payable for SLA objectives (other than the Installation Date SLA) missed during any one-month period shall not exceed the total monthly recurring charges for the Services in that month . 7 . Force Majeure Force Majeure is defined as including war, riots , embargoes , strikes , or other concerted acts of workers (whether AT&T's or others ), casualties or accidents , malicious or criminal acts of third parties , or any other causes or circumstances whether of a similar or dissimilar nature to the foregoing , which prevent or hinder the delivery of the Services) . CONFIDENTIAUPROPRIETARY — NOT FOR DISCLOSURE WITHOUT WRITTEN PERMISSION Version : 04/2007 Page 10 of 14 Created On : February 20, 2008 CCP-33130