RELIANCE SERVICE LEVEL AGREEMENT 

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Service Availability Commitment.

It is Reliance Communications’s goal to have its Services available to Customers twenty-four hours a day seven days a week, with the exception of Planned Downtime. Reliance Communications will use commercially reasonable efforts to provide Customers with average annual Services availability (excluding Planned Downtime) that is equal to or greater than 99.99%. Reliance Communications’s records and data shall be the basis for all service availability calculations and determinations.

2) End to End Service Availability Commitment.

In addition to the Service Availability Commitment, Reliance Communications will use commercially reasonable efforts to provide Customers with an average annual End to End Services availability (excluding Planned Downtime) that is equal to or greater than 99.99%. Reliance Communications’s records and data shall be the basis for all service availability calculations and determinations. End to End Services availability extends the Service Availability Commitment to include Unplanned Service Interruptions caused by any failure by a Customer to access Services via an Reliance Communications provided IP phone (or, for Reliance Communications’s Virtual Contact Center based Services only, the Reliance Communications provided softphone) caused by issues associated with Customer‘s internet service providers or third party telecommunications provider. The End to End Services Availability Commitment requires that (i) Reliance Communications has conducted a network review of the Customer’s LAN and WAN and all recommendations have been implemented; (ii) the WAN includes either an Reliance Communications approved MPLS connection combined with a separate DIA connection from two independent vendors or two DIA connections from different independent vendors and (iii) after any Level 0 event the customer agrees to fully cooperate with Reliance Communications engineers in order to diagnose and fix any underlying problems.

3) Call Quality Commitment.

Based upon the prerequisites of the End to End Services Availability Commitment, Reliance Communications agrees to use commercially reasonable efforts to provide Customers call quality at or above a 3.0 MOS equivalent score, based upon Reliance Communications’s MOS score calculation, for greater than or equal to 98% of calls within a calendar month. Any failure to meet this goal shall be counted as a Level 3 issue.

4) Planned Downtime.

a) Planned Downtime. Planned downtime occurs when Customer has no access to the Services due to scheduled maintenance by Reliance Communications or Reliance Communications’s data center host (“Planned Downtime“). 

b) Scheduling of Planned Downtime. Reliance Communications will make commercially reasonable efforts to schedule Planned Downtime at a time and manner reasonably anticipated to minimize disruptions to all of its affected Customers. It is anticipated that Planned Downtime will include scheduled maintenance and application upgrades. 

c) Notice for Planned Downtime. Reliance Communications will use commercially reasonable effrts to provide twenty-four (24) hours prior notice for scheduled Planned Downtime not to exceed one (1) hour. For all Planned Downtime scheduled to last one (1) hour or more, Reliance Communications will use commercially reasonable efforts to provide at least seventy-two (72) hours prior notice. 

5) Severity Levels.

Unplanned service interruption occurs when the Customer‘s access to Services is affected by problems of severity level 0 through 4 (“Unplanned Service Interruption”). Severity levels for Unplanned Service Interruptions are described in the schedule on the following page

6) Service Availability Commitment Remedy.

a)   Reliance Communications will use commercially reasonable efforts to respond to Unplanned Service Interruptions, 24x7x365 that are reported through one of Reliance Communications’s Customer Support channels listed at www.reliancecommunications.com.au using the guidelines below:

Note: Depending on the defined Severity of the problem, Reliance Communications Customer Care works to respond to every case within the listed target timeframes (unless otherwise agreed to with our Customer). Responses are defined as attempted contact by means of telephone, email, or chat.

b)   Unplanned Service Interruption. In the event Customer experiences a Level 1 or 0 Unplanned Service Interruption in any calendar month, subject to the conditions set forth in this Section 6, Customer shall be eligible to receive from Reliance Communications a service credit (“Service Credit“) in accordance with the following schedule:

c)   Customer Must Request Service Credit. In order to receive any of the Service Credits described in this Section 6, Customer must notify Reliance Communications within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer‘s right to receive a Service Credit.

d)   Payment of Service Credit. The Service Credit will be issued on the Reliance Communications invoice for the period following Customer‘s request for the Service Credit, unless the Service Credit is due in Customer‘s final month of the Term. In such a case the refund for the dollar amount of the Service Credit will be mailed to Customer.

e)   Termination Option for Chronic Problems. In the event Customer experiences three (3) Level 0 Unplanned Service Interruptions in any single calendar month for two (2) consecutive calendar months, Customer may terminate this Agreement without breach or penalty by notifying Reliance Communications within five (5) days following the end of the second consecutive calendar month in which there were three (3) Level 0 Unplanned Service Interruptions.