1. Provisioning Targets

a. Installation Targets

ii. The Installation Lead Time Targets outlined in Table 1 below are subject to the ready availability and capacity of installed Reliance Communications network infrastructure.

iii. Reliance Communications will use its best endeavours to adhere to the Installation Lead Times Targets.

iv. The Installation Lead Time Targets commence from the date of the Order Acceptance

Notification.

Table 1 –Installation Lead Time Targets

v. Installation Lead Time Targets assume that the relevant infrastructure and capacity is already

established at each Access Site. When infrastructure or capacity is not available, the Installation

Lead Time Targets will be advised at the time of Order Acceptance Notification.

vi. Reliance Communications Infrastructure – New Reliance Communications Access - implies a

new Access is required to deliver the service.

vii. Reliance Communications Infrastructure – Existing Reliance Communications Access – implies

either an existing Ethernet Trunk Access or an existing Ethernet Multi-Service Access will be

used to deliver the service.

viii. Installation time frames for SIP Voice Services delivered on Existing Reliance Communications

Access; do not extend to Services delivered on Reliance Communications Ethernet Single-

Service Access, as by its nature that Access type can only support a Single SIP Voice Service.

ix. Installation time frames for Services delivered on Existing Reliance Communications Access; do

not extend to Services delivered over Third Party Access.

x. Third Party Access refers to any Services that are not provisioned using Reliance

Communications owned infrastructure.

xi. You acknowledge that in some cases Reliance Communications will not be able to deliver the

ordered Service by the advised Installation Lead Time Targets, due to limitations imposed on

Reliance Communications by Third Party Service Providers.

xiii. You and/or Your End User must be available for appointments set by Reliance Communications

and Our contractor. In a shared building where access to MDF and riser cables may be required,

it is Your responsibility to organise it prior to appointment.

xiv. Should You elect to order PRI Trunks for service redundancy purposes, the PRI Trunks will be

provisioned and installed as part of the Service installation and hence will be subject to the same

overall installation target timeframes.

xv. You acknowledge that the Service Installation Lead Time does not include time taken to

complete Local Number Portability and is only applicable to the installation of the Service

Access.

b. Modification Targets

i. The Modification Targets are outlined in Table 2 below.

ii. Reliance Communications will use its best endeavours to adhere to the Modification Targets.

iii. The Modification Targets commence from the date of the Order Acceptance Notification.

iv. Failure to achieve the Modification Targets does not entitle You to a rebate.

a. Availability Targets

ii. The Availability Targets are outlined in Table 3 below.

iii. Reliance Communications will use its best endeavours to adhere to the Availability Targets.

iv. Failure to achieve the Availability Targets does not entitle You to a rebate.

Table 3 –Service Availability Targets Availability is calculated per calendar month as the total Standard

Service Hours for the relevant month less any Unplanned Outages during the relevant month divided by

the total Standard Service Hours for the relevant month expressed as a percentage.



e. Service Restoration Targets

i. The Service Restoration Targets are outlined in Table 4 below.

ii. Reliance Communications will use its best endeavours to adhere to the Service Restoration

Targets

Table 4 –Service Restoration Targets

Service Restoration Targets are the elapsed time, during Standard Service Hours, between

You reporting a fault to Reliance Communications or Reliance Communications responding to

an alarm, and confirmation to You that the Service has been restored.

Notes:

1. A metropolitan area is defined as the local calling area of Melbourne, Sydney, Brisbane,

Adelaide, Perth, Canberra or within 50km of the GPO of each of Melbourne,

Sydney, Brisbane, Adelaide, Perth, Canberra whichever is the nearer.

2. A rural area is defined as a site that is greater than 250 kms from a town with a population of

10000 or more people, as defined by the Australian Bureau of Statistics.

3. All other areas are classified as regional.

c. Service Restoration Rebates

Subject to the rebate conditions and exemptions listed in clauses 2.2 and 2.3 of this Annexure B and in the event of Reliance Communications failing to meet the Service Restoration Targets for an Interrupted Fault, You will be entitled to claim a rebate in accordance with the rates set out in Table 5 below.

Table 5 – Service Restoration Reb

The Service Restoration Rebates are calculated on the basis of the total monthly recurring Charges applicable to the month in which the Interrupted Fault(s) occurs. Example – an Interrupted Fault occurs at a metro Access Site on Reliance

Communications infrastructure which results in a SIP Voice Service being nonoperational for 6 hours. The restoration service target for this Access Site is 4 hours. Restoration takes 2 hours longer than targeted. As such You will be entitled to claim a rebate for 10% of the total monthly Charges for the eligible Service at that Access Site.

2. Rebate Conditions

The following general conditions apply to Rebates:

a. Rebates apply from the first full calendar month that the eligible Service is operational;

b. Where the rebate is available, the rebate is the only remedy in the event of any failure to meet the defined target (where the rebate is not available, no remedy is available);

c. You must apply for the rebate by contacting the Wholesale Service Centre and following the prescribed process for obtaining rebates within 30 calendar days of the end of the month to which the rebate applies;

d. The rebate is only to be applied by way of a credit, and cannot be redeemed for cash;

e. The maximum rebate available for each eligible Service in any month will not exceed 100% of the total monthly Charges for that eligible Service; and

f. Rebates will not apply where one or more of the Rebate Exemptions (outlined below) apply.

3. Rebate Exemptions

You will not be entitled to a Service Restoration Rebate where one or more of the following applies:

a. the Interrupted Fault is directly or indirectly caused by a Planned Outage;

g. disruption or delay in restoring the Service is caused or contributed to by You;

h. You have failed to pay Charges to Reliance Communications when due and payable;

i. the Interrupted Fault was directly or indirectly caused by a power interruption at Your Site;

j. the Interrupted Fault is directly or indirectly caused by a Third Party Service Provider or as a result of a fault on a Third Party Service Provider’s network; or



k. the Interrupted Fault is directly or indirectly caused by a Force Majeure Event.