SLA – Internet Leased Line Service

Service Level Agreement (SLA) for

Between

Tikona and <Customer>

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SLA – Internet Leased Line Service

Contents

1. Summary .......................................................................................................................3
2. Definitions .....................................................................................................................4
3. Service Assurance and Remedies ....................................................................................5
4. Exclusions ......................................................................................................................5
5. Escalation Procedure......................................................................................................6
6. Exit Option ....................................................................................................................6

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SLA – Internet Leased Line Service

Summary

Customer Details
Customer name
Customer Account Number
Service Id
Billing Account Number
Office address
Authorised signatory name
Effective start date

SLA Details
SLA Type Regular
SLA measurement period Quarterly

This SLA is entered into as of the Effective Date at the Office Address as mentioned above, by and
between Tikona Digital Networks (hereafter referred to as the “Company”) and Customer, hereafter
referred to as the Customer. Company and Customer shall hereinafter be referred to as the “Parties”
and individually as a “Party” to this Agreement, as the context requires.

This SLA shall form an integral part of and be read in conformity with the SRF, the Product Terms and
Conditions (PTC) and the General Terms and Conditions (GTC). In case of any inconsistencies
between the constituent parts of this SLA, unless the context expressly otherwise requires, the order
of precedence as set out in the GTC shall apply.

In witness whereof, the parties have executed the agreement on the day, month and year first above
written (effective start date).

----------------------------------------------------------------------- ----------------------------------------------------------------------
Signature of Customer Authorised Person Signature of Company Authorised person

__________________________________ _____ ____________________________

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1. Definitions

1. “Trouble Ticket” shall mean logging in of the Customer complaint in relation to a Service
disruption. The reporting of a complaint shall be made to the Enterprise Customer
Helpdesk (“ECH”); Details of ECH facilities will be intimated from time to time by the
Company to the Customer. Further, Company will ensure the availability of ECH facilities
on a 24 X 7 (Twenty Four by Seven) basis.

2. “Planned Outage” shall mean scheduled work undertaken from time to time by
Company in order to perform preventive maintenance or to increase Network capacity
or Network up-gradations. If such an event is of a nature that is likely to affect the
Services, Company shall provide the Customer with as much advance notice as is
possible under the circumstances and shall use commercially reasonable efforts to cause
the least possible inconvenience to the Customer. Provided that in such cases, the
Customer shall provide Company with all necessary assistance and co-operation in order
to complete the scheduled works efficiently.

3. “Link Outage” shall mean an unscheduled Service disruption during which the physical
layer connectivity between both the end points is not available.

4. “Link Outage Time” or (“Downtime”) shall mean the duration of the Link Outage,
beginning when the Customer initiates a Trouble Ticket and ending when Company
closes the Trouble Ticket. The time taken for Planned Outage and Exclusions (Clause 3,
hereunder) shall not, for the purposes of this SLA be deemed to be measured as
Downtime. Additionally, Downtime shall not include any outage or Service disruption
due to reasons attributable to Customer Equipment and / or software and third party
equipment or network used to connect Customer to Company Network.

5. “Mean Time to Repair” or (“MTTR”) shall mean the average time taken to restore the
Services by the Company for the Link Outage, within the SLA Measurement Period. It is
calculated by dividing total Downtime by the number of Link Outages, within the SLA
Measurement Period.

6. “Service Availability” shall mean the availability period (excluding Planned Outages)
during which the Customer is able to exchange packets with the Company’s end points
(building nodes) and is the percentage of time that the Service is available within the
SLA Measurement Period as per the formula provided in sub clause 1.7 hereunder.

7. “Service Availability Percentage” shall mean Service Availability (%)= { 1 – ( Total Link
Outage Time within SLA Measurement Period / Total minutes in the SLA Measurement
Period ) } x 100

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SLA – Internet Leased Line Service

8. “Rebates” shall mean the compensation provided in the form of value credits to
Customer due to non-conformance by Company of committed SLA parameters. It shall
be calculated in accordance with the table provided in Clause 2.2 below. Rebates shall
be available to the Customer after he fills up the rebate claim form (See annexure I) and
submits in the current billing cycle; otherwise, the said Rebate shall be available in the
subsequent billing cycle.

9. “SLA Measurement Period” shall mean the periodicity, with which the SLA parameters
are calculated. This SLA Measurement Period will commence from the first day of the
calendar month and end on the last day of the calendar month of the agreed
measurement period.

2. Service Assurance and Remedies

1. Company shall offer Services as per the Service Availability Assurance Percentage.

2. In case the Service Availability Percentage is less than the Service Availability Assurance
Percentage, Company shall provide to Customer, Rebates as per table below.

Type of SLA Service Availability % Rebate value (in terms of day’s rental)
Standard < 99.5% 2.5 % of monthly service rental

3. Exclusions

1. Service Availability and MTTR measurements do not include Downtime resulting in

a. Any act or omission on the part of the Customer including but not limited to failure
to notify the ECH (as defined hereinabove) of a Service disruption

b. The failure of Customer’s CPE applications, equipment, or facilities including any

c. Failure in providing stable power and the other infrastructure required for Service
Equipment and/or CPE.

d. Events or occurrences that result in “No Trouble Found” Trouble Tickets.

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e. Force Majeure Events and other causes beyond the reasonable control of
Company.

f. Trouble Tickets associated with new installations or upgrades.

g. An interruption where the Customer elects not to release the Service for testing
and repair and continues to use it on an impaired basis.

h. Interruptions during any period where Company or its agents are not allowed
access to the Customer Premises (in particular, those parts of the Customer
Premises where the access lines are terminated) at the originating / terminating
location(s) from where service disruption was reported.

i. Customer scheduled maintenance.

4. Escalation Procedure

1. In case where the Customer encounters Service disruption, the following escalation
procedure shall be followed:

a. The Customer should first contact the ECH and notify the complaint and should
obtain the Trouble Ticket number.

b. If no response is received from Company within 2 hours from reporting to ECH,

c. If no response is received from the person named in clause 4.1.2 above, then
Customer shall escalate / report to [Service Assurance Head].

5. Exit Option

In the event Customer chooses to exit, by giving thirty (30) days prior notice of
termination during the course of the Service Contract Period, on account of the failure
of the Company to meet the SLA parameters provided herein, for three consecutive
days in thirty (30) day periods, then the Customer shall only be liable to pay Service
rental and Service Equipment charges and any outstanding Invoice amounts up to
effective date of termination of the Service.

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