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SERVICE ANNEX <br />CLARO ENTERPRISE SOLUTIONS, LLC. UNIFIED COMMUNICATIONS AS A SERVICE (UCaaS) <br />adds or changes ("MAC") to the Service, including managed devices, <br />during the Minimum Period or Renewal Period, as the case may be, shall <br />reset the term of the Service for the time period as stated on the <br />respective Order Form forthe MAC and may be subject to additional fees <br />and charges. <br />5.0. Site Conditions <br />This section describes general site conditions required on CUSTOMER's <br />site(s) for connectivity and equipment installations that CUSTOMER must <br />provide and ensure are available in order to receive Service. Project - <br />specific requirements will be set forth in the respective Service Order. <br />5.1. CUSTOMER shall provide IP connectivity to the Cloud from where <br />the Service is delivered in case it is not provided by CES. <br />5.2. CUSTOMER shall provide connectivity to the PSTN where required. <br />5.3. CUSTOMER's sites must have adequate conditions as to <br />environmental, power, security and space requirements for installation of <br />equipment. The installation will be carried out either by CUSTOMER or by <br />CES, as indicated in the Order Form. <br />5.4. When access to CUSTOMER premises is required pursuant to an <br />Order Form or project implementation plan, CUSTOMER shall provide <br />CES and/or its contractors with (a) access to CUSTOMER premises <br />during the hours agreed upon between all parties, (b) a suitable and safe <br />working environment and (c) such facilities and services at CUSTOMER <br />premises, as CES requires in order to carry out its respective obligations. <br />5.5. CUSTOMER shall assign a service administrator who has a <br />comprehensive understanding of CUSTOMER's network, technologies, <br />and telecommunications systems to act as the single point of contact to <br />interact with CES and/or its contractors. The service administrator is <br />expected to be authorized to make decisions on CUSTOMER's behalf <br />regarding the service implementation. <br />5.6. CUSTOMER must provide additional information if required by Claro <br />Enterprise Solutions to deliver UCaaS services, such as a list of user's full <br />name, existing PBX terminals, numbering plan, additional voice services, <br />and dialing access codes. <br />6.0. Service Level Ob'ectives <br />6.1. Mean Time to Restore <br />Mean Time to Restore (MTTR), measures the average amount of time <br />between the time a trouble ticket is opened by Claro Enterprise Solutions <br />upon request by CUSTOMER's service desk and/or CUSTOMER's <br />service administrator until the service issue has been resolved. The <br />severity of the incident determines the MTTR. The objectives are <br />described in the table below: <br />Severity ------ <br />.._ ....... ........__ <br />., <br />� �. _.. <br />MTTR <br />Critical <br />......... ......... <br />... .........__ <br />Four (4) hours <br />.. ......... . <br />Mayor ..... <br />Six (6) hours .................. <br />Minor <br />Next Business Day <br />Informational I Best Effort <br />(1) CRITICAL: Service completely interrupted due to UCaaS <br />infrastructure failure (all sites). Outages where fifty -percent (50%) of <br />all endpoints cannot receive or place calls on CUSTOMER sites. <br />Outage of main business number or 911 calls that are not reliably <br />working. <br />(2) MAJOR: A problem that severely affects or restricts major <br />functionality (one or more sites affected). Outage where 20%-50% <br />of endpoints cannot receive or make a call on CUSTOMER sites. <br />(3) MINOR: Incident that has no significant effect on CUSTOMER's <br />operation. Outage where less than ten -percent (10%) of endpoints <br />cannot receive or make calls. Certain features are not functioning <br />properly or at all. <br />(4) INFORMATIONAL: Low impact on the business or request for <br />information. <br />6.2. Exceptions. MTTR service objectives are not applicable when service <br />issues are based on the following causes: <br />(1) Loss of IP connectivity among UCaaS sites and/or the UCaaS <br />Cloud, where the connectivity is not provided by CES or its <br />Affiliates. <br />(2) Negligence of CUSTOMER or others authorized by <br />CUSTOMER, to use the UCaaS service offered by Claro <br />Enterprise Solutions. <br />(3) Interruptions or delays due to the failure of power, IAN or WAN <br />equipment, inside wiring, extended demarcation, services or <br />any other system or device not provided by Claro Enterprise <br />Solutions, including but not limited to a failure in access facilities <br />connecting CUSTOMER to CLARO ENTERPRISE <br />SOLUTIONS services which are not provided by Claro <br />Enterprise Solutions. <br />(4) Interruptions or delays due to equipment located at <br />CUSTOMER's premises that have not been provided by <br />CLARO ENTERPRISE SOLUTIONS. <br />(5) Interruptions or delays during any period in which CLARO <br />ENTERPRISE SOLUTIONS or its agents are not afforded <br />access to the premises where UCaaS are provided under this <br />Service Annex. <br />(6) Interruptions or delays during any period when CUSTOMER <br />has released a service to CLARO ENTERPRISE SOLUTIONS <br />for maintenance or reconfiguration purposes. <br />(7) Interruptions or delays during any period when CUSTOMER <br />elects not to release the Service for testing and/or repair and <br />CUSTOMER continues to use the Service. <br />(8) Interruptions not reported to CLARO ENTERPRISE <br />SOLUTIONS or where there is a problem reported, but no <br />trouble found. <br />V.10.22 CLARO ENTERPRISE SOLUTIONS, LLC - PROPRIETARY <br />Page 3 of 6 <br />