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The diagram below represents the conceptual overview for Premium DIA Firewall with DMZ: u Transport BRIB Global Service Intemat Customer Premises BellSouth Equipment Managed Cisco 108 Firewall Facility DIA IDS Firewall will follow the same Customer Support processes defined for DIA. The Welcome letter sent to each customer provides additional details about DIA IDS 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), LANIWAN design and troubleshooting, application troubleshooting, router configuration services etc. When feasible, BellSouth may assist the customer in fulfilling these requests on a fee for service arrangement in accordance with our standard Professional Service Fees. BellSouth's hourly billing rates fix 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 BellSouth 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 (SLAB) 1 . General. BellSouth intends to provide its services such that the Services will perform in a manner consistent with the objectives set forth in this document. If BellSouth fails to perform its services such that any of the following SLAB are not met, the sole obligation of BellSouth and the Customer's sole remedies shall be for BellSouth to use commercially reasonable efforts to effectuate a repair of the Services and for BellSouth 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 = f(Minutes in a month) - (Total outage minutes)) (Minutes in a month) The Services shall be deemed to be "unavailable" whenever an outage is recorded on a BellSouth trouble ticket classified as "major" or "critical" by BellSouth'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; (it) 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 BellSouth; or IN) 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 1130th 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 potion 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. Mean Time to Reoair. "Mean Time to Repair" is the monthly average time over any calendar month it takes for BellSouth to resolve any outage problem classified as "major" or "critical" by BellSouth's Network Operations Center. Mean Time to Repair is calculated as follows: Mean Time 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. 4. 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 BellSouth; or (ii) Customer's applications, equipment or facilities. All expedited installation requests do not qualify for this installation SLA. CONFIDENTIAUPROPRIETARY — NOT FOR DISCLOSURE WITHOUT WRITTEN PERMISSION Version: 082005 Page 13 of 19 Created On: June 28, 2006 CCP-12457