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Cisco IOS Firewall DIA IOS Firewall will follow the same Customer Support processes defined for DIA. The Welcome letter sent to each customer provides additional details about DIA IOS Monitoring and Management 10) Professional Services 1 . Additional Fees . From time to time, customers may request services that are beyond the scope of the standard service offering . These services range from , but are not limited to, service expedites , non-business hour installs (i .e. Saturday, Sunday, holiday or evenings from 5:00 P . M . to 8: 30 A. M . the next day) , LAN/WAN design and troubleshooting , application troubleshooting , router configuration services etc . When feasible, AT&T may assist the customer in fulfilling these requests on a fee for service arrangement in accordance with our standard Professional Service Fees . AT&T's hourly billing rates for Professional Services range between $ 125 and $250 per hour depending on the type and scope of work. The customer may also be required to pay additional fees to cover the amount of additional costs incurred by AT&T resulting from the customer's special requests . Such costs may include, but are not limited to, equipment and expedited shipping charges . 2 . Charges . If charges apply for additional services requested by the customer , they will be disclosed to the customer via verbal or written notification prior to performing any work. As necessary, a statement of work may also be provided defining the services and deliverables to the customer. 11 ) Service Level Agreements (SLAs) 1 . General. AT&T intends to provide its services such that the Services will perform in a manner consistent with the objectives set forth in this document. If AT&T fails to perform its services such that any of the following SLAs are not met, the sole obligation of AT&T and the Customer's sole remedies shall be for AT&T to use commercially reasonable efforts to effectuate a repair of the Services and for AT&T to provide the credits , if any, specified below. 2 . Network Availability. (a) " Network Availability ' is the percentage of total minutes during a calendar month that the Services are available to the Customer. Network Availability is calculated as follows : Network Availability = [( Minutes in a month ) - (Total outage minutes)l (Minutes in a month ) The Services shall be deemed to be " unavailable" whenever an outage is recorded on a AT&T trouble ticket classified as " major" or "critical" by AT&T's Network Operations Center which results in Customer not having the ability to transmit or receive packets by means of the Services , and "Total Outage Minutes" shall be deemed to be the length of time during which the Services are unavailable to the Customer, as reflected on such trouble tickets . "Total outage minutes" shall not include any outages (i ) occurring during scheduled maintenance activities ; (ii ) attributable to any act or omission of Customer; (iii) attributable to Customer's applications , equipment or facilities ; (iv) resulting from reasons of Force Majeure or other causes beyond the reasonable control of AT &T ; or (iv) lasting ten minutes or less . (b) The objective for Network Availability is 100% . For any month in which the objective is not met, Customer will receive a credit, which may be applied towards Customer's subsequent monthly invoice(s ) , equal to 1 /30th of the monthly recurring charges for the affected Services (i .e. , the portion (s ) of the Services directly made unavailable as a result of the outage(s) in question ) for each cumulative hour or portion thereof during which such Services are unavailable to the Customer (subject to the limitations set forth herein ). Unavailability and credits will be prorated and paid in 15- minute increments . 3 . Installation Date. (a) " Installation Date" is the actual date that the Services are made available to the Customer. The Installation Date shall not be deemed missed due to installation delays attributable to (i) reasons of Force Majeure or other causes beyond the reasonable control of AT&T ; or (ii) Customer's applications , equipment or facilities . All expedited installation requests do not qualify for this installation SLA. (b) The objective for the Installation Date is to be on or before the target date committed to by AT&T , as reflected on AT &T's service management records . For any installation for which the objective is not met (other than for the reasons set forth above) Customer will receive a credit, which may be applied towards Customer's subsequent monthly invoice(s ) , equal to 100% of the installation charges (if any) otherwise payable by the Customer for the Services . 4 . Latency. (a) "Average Latency" is the monthly average round-trip latency of designated portions of AT&T's network, determined by measuring round-trip network responses over such portions of the network as determined by AT&T The objective for Average Latency is to not be greater than 55 milliseconds . 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 10% of the monthly recurring charges for the Services . Network delay will not be considered for purposes of Average Latency, and Service credits will not be available to Customer, in cases where the Services are delayed 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 . 5. Packet Loss . (a) "Average Packet Loss" is the monthly average round-trip packet loss of designated portions of AT&T's network, determined by measuring round-trip network responses over such portions of the network as determined by AT&T . CONFIDENTIAL/PROPRIETARY — NOT FOR DISCLOSURE WITHOUT WRITTEN PERMISSION Version : 04/2007 Page 9 of 14 Created On : February 20, 2008 CCP-33130