Final Version – 12-10-03 Services Agreement No. 03031715

APPENDIX B

SERVICE LEVEL AGREEMENT (“SLA”)

Between Southwestern Bell Communications Services, Inc. (“Supplier”) and SBC Services, Inc. (“SBC”)

For ABS Platform and Transport Services

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties. SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services

TABLE OF CONTENTS I

PURPOSE...... 3

II TRANSPORT REQUIREMENTS...... 4

III NETWORK AVAILABILITY...... 5

IV NETWORK RELIABILITY...... 7

V MEAN TIME-TO-REPAIR...... 8

VI PLATFORM REQUIREMENTS...... 9

VII PLATFORM AVAILABILITY...... 9

VIII PROBLEM MANAGEMENT...... 11 PRIORITY DEFINITIONS ...... 11 IX SLA METRICS TABLE...... 14

X SERVICE LEVEL REMEDY(S)...... 14

XI SUPPLIER STANDARDS...... 15 DISASTER RECOVERY ...... 16 PROBLEM MANAGEMENT ...... 16 XII KEY CONTACTS...... 17 XIII ESCALATION PROCEDURE...... 18 XIV SBCLD CUSTOMER TROUBLE MANAGEMENT ESCALATION LIST...... 19

______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

2 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services I. PURPOSE

This Service Level Agreement (“SLA”) defines mutual service commitments between Supplier and SBC. It is written to ensure that services are understood, performance objectives are trended for continuous improvements, and rigor is placed around system reliability.

______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

3 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services II TRANSPORT REQUIREMENTS

A. SUPPLIER must transport all calls placed using the 1-800-522-2020 designated access number.

B. SUPPLIER must comply with the following network requirements:  Must use a 100% deployed and compliant SS7 network for domestic traffic.  Only SS7 signaling, not MF, must be employed.  No more than 1 in 10,000 calls can experience blocking during the busy hour.  Network availability must be 99.90% or greater as measured each month.  Must have alternate routing plans for originating and terminating traffic in the event of an outage affecting its access trunks.  100% of terminating traffic must complete without experiencing blocking on the carrier’s network.  Must provide 24x7 performance monitoring of all system components.  All network connections must be 100% digital, such that the only degradations are delay, jitter, wander and slips.  Must notify SBC of network outages within 60 minutes of the event.  Must provide 60-days notice to SBC of planned network platform activities that may impact customers (software/hardware upgrades only).

III NETWORK AVAILABILITY ______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

4 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services

This SLA measures the percentage of time the Supplier’s Voice Services network is available for SBC’s use.

A. NETWORK AVAILABILITY

Supplier will maintain 99.9% or greater Network Availability for Calling Service.

B. NETWORK AVAILABILITY CALCULATION

1. Calculation. Network availability (“Network Availability”) is calculated monthly as follows:

(24 Hours x Days in Month) - Network Outage Time (Hours) ------= Network (24 Hours x Days in Month) Availability

2. Components Included in Network Availability. Network Availability is based on the performance of:

(A)All Supplier voice transport Network components;

3. Network Outage Time. Excluding outages caused by the factors listed below, Network Outage Time (“Network Outage Time”) is based on the total hourly outage time of the entire Supplier Service. Network Outage Time is measured from the time the Supplier’s trouble ticket is opened to the time the affected Calling Service is able to originate and/or terminate calls. Network Outage Time at switched access sites is pro-rated based on the percentage of failed components. An outage condition exists when a Supplier’s Service is unable to originate or terminate calls. Network Outage Time will not include outages caused by:

(a) Scheduled maintenance for which SBC was notified and approved. Outage time beyond the scheduled end time of the scheduled maintenance will be included. (a) Outages beyond Supplier’s demarcation point (a) Force Majeure events

C. CHANGE MANAGEMENT

______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

5 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services Supplier’s Availability Management is committed to minimizing, if not eliminating, any risk to the availability or integrity of the data center environment. Supplier has implemented rigorous procedures in each data center to record, prioritize, and evaluate change, either hardware or software. Compliance with change management procedures is imperative. Supplier’s Network Change Management and SBC will work together to ensure that all Enhanced Calling Card (ECC) change activity is coordinated and communicated to the appropriate people.

Supplier’s Network Change Management is located in Brookfield, WI. Hours of operation are Monday through Friday 8:00AM until 6:30PM. They can be reached @ 888-324-2643. Emergency Network change activities out of hours may be directed to the NMC @ 888-224- 8888.

Supplier’s IT Change Management is located in Milwaukee, WI. They provide 7x24 IT Change Management support and can be reached @ 414-359-7628 or paged @ 414-557-3394.

Any requests for ECC change activity initiated by SBC Network must be submitted to Supplier’s Network Change Management Team for processing. For production systems, the request must be submitted a minimum of 10-business days prior to the requested change date. Software and hardware notifications will be made a minimum of 60 days in advance. If there is potential for any impact to the environments supported by Supplier’s IT, Network Change Management will notify Supplier’s IT Change Management Team via a PNMP. Supplier’s IT Change Management Team will input the change information into Vantive, and then follow their IT internal Change Management process for IT approval and notification.

Any requests for ECC change activity initiated by Supplier’s IT must follow the ITO Change Management process. For production systems, the activity must be coordinated with Supplier’s Network Technical Support and the request must be submitted a minimum of 10-business days prior to the requested change date. The request also requires a detailed Method of Procedures (MOP) including specific back-out procedures to be provided to Supplier’s Network Technical Support.

Supplier’s IT Change Management is listed as an interested party on all ECC components and will be notified via their Vantive inbox and pager. Supplier’s Change Management will follow their internal process for technical approval and notification of the change activity (this is in addition to ITO Change Management approval). This process includes communication of the ECC change activity to Supplier’s Network Change Management. If applicable, Supplier’s Network Change Management will follow their process for assessing Network approval.

No changes will be considered approved unless the requester receives approval notification from Supplier’s IT Change Management and Supplier’s Network Change Management via e-mail.

Please note that the SBC and Supplier’s Network Change Management processes are internal Change Management processes and must not be confused with the external ITO ______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

6 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services Change Management process. Supplier’s IT Change Management process will submit change activities into the ITO Change Management process via Vantive when applicable.

IV NETWORK RELIABILITY

A. SUPPLIER must meet SBC’s standards for the network reliability of their ABS platform, including the VRU.

B. SUPPLIER must comply with, at a minimum, the following basic requirements. 1) The ABS platform must be available twenty-four hours a day, seven days a week. 2) The ABS platform must be redundant and with proven disaster recovery capabilities. 3) SBC must be provided with details of service restoral plans on a proactive basis or upon request. 4) SBC must be notified of platform outages within 60 minutes of the failure. 5) Failures in the VRU will result in the automatic routing of calls to the Operator Services provided by the SUPPLIER. It is expected that this will not result in a degradation of service and that calls will route to alternate centers as required, providing additional operators and ensuring disaster recovery capacity. 6) The ABS platform must maintain 99.9% or greater availability, measured each month. 7) The ABS platform must have 100% system redundancy on all critical components. 8) SUPPLIER will maintain and expand the ABS platform as required in order to ensure that it is continuously capable of processing all calls with a Telcordia Standard P.01 grade of service. 9) The SUPPLIER must advise SBC within 60 days in advance of any planned change or generic upgrade to the ABS platform.

V MEAN TIME-TO-REPAIR

Supplier is committed to maintain a four (4)-hour Mean-Time-To-Repair (MTTR). The Mean- ______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

7 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services Time-To-Repair is generally defined as the average time to restore service during a Network or Platform Outage only.

The MTTR target for SBC Calling Services shall be four (4) hours.

The Mean-Time-To-Repair will be calculated as the monthly average of the time taken to repair all trouble tickets, for a particular Calling Service. The length of each time between opening and restoring (clearing) of trouble tickets is totaled at the end of the calendar month and divided by the total number of trouble tickets during the calendar month.

Monthly Mean-Time-To-Repair Calculation:

Sum of Minutes Between Opening & Restoring (Clearing) Of all Trouble Tickets During the Calendar Month MTTR Total Number of Trouble Tickets = Average During the Calendar Month

An outage condition shall exist when Supplier’s site is unable to transmit or receive voice calls.

The performance of the following components of the products and services shall be included in the determination of Mean-Time-To-Repair:

 Components of Supplier’s Network

The following shall be excluded from any network outage time when calculating the Mean- Time-To-Repair:

(a) Scheduled maintenance for which SBC was notified and approved. However, outage time beyond the scheduled end time of the scheduled maintenance will be included. (b) Outages beyond the Supplier demarcation point (c)Force Majeure events

VI PLATFORM REQUIREMENTS

 The ABS platform must maintain 99.9% or greater availability as measured each month. ______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

8 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services  Failure to meet these standards will require SUPPLIER to bring the service into compliance within 30 days.  The ABS platform must have 100% system redundancy on all critical components.

VII PLATFORM AVAILABILITY

This SLA measures the percentage of time Supplier’s platform is available for SBC’s use.

A. PLATFORM AVAILABILITY

Supplier will maintain 99.9% or greater Platform Availability for Calling Services.

B. PLATFORM AVAILABILITY CALCULATION

1. Calculation. Platform availability (“Platform Availability”) is calculated monthly as follows:

(24 Hours x Days in Month) - Platform Outage Time (Hours) ------= Platform (24 Hours x Days in Month) Availability

2. Components Included in Platform Availability. Platform Availability is based on the performance of:

(A)All Suppliers’ Platform components;

3. Platform Outage Time. Excluding outages caused by the factors listed below, Platform outage time (“Platform Outage Time”) is based on the total hourly outage time of the entire Supplier Service. Platform Outage Time is measured from the time Supplier’s trouble ticket is opened to the time the affected Calling Service is able to originate and terminate calls. Platform Outage Time at switched access sites is pro-rated based on the percentage of failed components. An outage condition exists when Supplier’s Service is unable to originate or terminate calls. Platform Outage Time will not include outages caused by: (a) Scheduled maintenance for which SBC was notified and approved. However, outage time beyond the scheduled end time of the scheduled maintenance will be included. (b) Outages beyond the SBCLD demarcation point (c) Force Majeure events

______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

9 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services C. PLATFORM REDUNDANCY:

 The ABS platform maintains 100% system redundancy on all critical components. Supplier’s AOS Post-Paid network is comprised of four (4) geographically diverse service nodes (Broadview, IL, Anaheim, CA, Houston, TX and San Francisco, CA). Each node connects to multiple DMS250 switches in our Supplier’s network. Each switch connects to at least two geographically diverse AOS Post-Paid service nodes to support redundancy and traffic load balancing.

 Supplier will maintain and expand the ABS platform as required in order to ensure that it is continuously capable of processing all calls with a Telcordia Standard P.01 grade of service. Supplier’s Network Planning and Engineering (NPE) updates and publishes the 5-year trunk forecast twice per year. Included in that specifically are the AOS Post-Paid platform and the DOS center trunking requirements.

 Supplier will advise SBC within sixty (60) days in advance of any planned change or generic upgrade to the ABS platform. All AOS Post-Paid platform software releases are planned on an eight-month development cycle by the Supplier. After that, the release is tested for 6 weeks in the SBC Laboratory prior to production release. All phases of development and testing will be communicated and coordinated with SBC. Supplier’s Network Operations will also via an email notification system, announce any planned maintenance activity and provide on going status to SBC. All maintenance activity will be performed during off-hour maintenance windows.

VIII PROBLEM MANAGEMENT

A. Priority Level 1: Definition: These are problems with conditions that require immediate and continuous action by all of SBC’s and Supplier’s support organizations regardless of time of day, day of week, (including holidays) until the emergency situation is alleviated.

The following are examples or typical situations that are classified as Priority Level 1 ______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

10 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services problems:

 Total site outage (customer affecting)  Service – Issues that significantly impact service levels (e.g. service is not operational or a customer base is unable to complete calls)  Continuous call failures  Any condition putting call processing in jeopardy (customer affecting)  Significant loss of billing  Significant loss of revenue  Corruption to billing or system databases requiring initialization  Any condition, which impacts the fraud surveillance capability

Response Time: Supplier agrees that it shall respond within fifteen (15) minutes upon receiving a Priority Level 1, non-compliance trouble ticket.

Status Interval: Supplier agrees to provide status to SBC at frequent intervals until the complete resolution of the Priority Level 1 problem is attained. Further, there will be instances when Supplier’s personnel will be required to remain in continuous contact with SBC. During these times, Supplier’s conference bridge will be opened.

Impact Removed: Supplier agrees that development of an action plan shall begin immediately upon receiving a Priority Level 1 trouble ticket from SBC. Supplier shall meet SBC’s operational requirements necessitate a fix, workaround, or proposed solution within four (4) hours for Priority 1 problems. Upon resolution, Supplier will reduce Priority Level 1 trouble tickets to Priority Level 2 with a successful workaround.

Root Cause: Supplier shall communicate in writing to SBC the final outcome of the root cause analysis within seventy-two (72) hours or three (3) business days of the fix or workaround. In the event of a hardware outage, Supplier’s final written outcome of the root cause analysis may exceed three business (3) business days, but shall not exceed seven (7) business days.

B. Priority Level 2: Definition: These are problems with conditions that require immediate and continuous investigation by Supplier’s support organizations regardless of time of day, day of week, (including holidays) until the emergency situation is alleviated.

The following are examples or typical situations that are classified as Priority Level 2 problems: Partial site outage  Equipment failure (any equipment which is non-service affecting)

______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

11 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services  Excessive systems faults (e.g., database errors, billing errors, customer records)  Priority Level 1 trouble tickets with successful workaround applied  Loss of provisioning functionality  Loss of reporting capability

Response Time: Supplier agrees that it shall respond within fifteen (15) minutes upon receiving Priority Level 2 non-compliance trouble ticket.

Status Interval: Supplier agrees that it will provide an hourly status to SBC on Supplier’s progress in resolving a Priority Level 2 problem.

Impact Removed: SBC has operational requirements necessitating a fix, workaround, or proposed solution within eight (8) hours for Priority 2 problems.

Root Cause: Supplier shall communicate in writing to SBC the final outcome of the root cause analysis within seventy-two (72) hours or three (3) business days of the fix or workaround. In the event of a hardware outage, Supplier’s final written outcome of the root cause analysis may exceed three (3) business days, but shall not exceed seven (7) business days.

C. Priority Level 3: Definition: These conditions require on-going investigation with and progress checks provided by Supplier until resolution.

The following are examples or typical situations that are classified as Priority Level 3 problems:

 Intermittent systems faults (e.g., asserts, audits)  Intermittent call failures  Invalid traffic reports  Diagnostic failures on equipment that can be restored  Documentation errors that can generate customer impacting problems  Minimum service impact

Response Time: Supplier agrees that it shall respond within fifteen (15) minutes upon receiving a Priority Level 3 problem.

Status Interval: Supplier agrees that it will provide daily status to SBC on Supplier’s progress in resolving a Priority Level 3 problem.

Impact Removed: Supplier shall necessitate a fix, workaround, or proposed solution within twenty-four (24) hours for Priority 3 problems. For Priority Level 3 problems, the ______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

12 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services final resolution will be included in the next scheduled software release of the AOS/Postpaid product, assuming that there is sufficient time remaining, prior to the scheduled release date. If the release content freeze date has passed, then the final resolution will be included in the subsequent release. Additionally, the final resolution may be provided in an emergency patch; however, this will be determined on a case-by- case basis and will be agreed by both SBC and Supplier.

D. Priority Level 4: Definition: These are problems with conditions that require investigation and progress checks provided by Supplier until resolution.

The following are examples or typical situations that are classified as Priority Level 4 problems:

 Documentation problems that do not generate customer affecting problems that can be deferred based upon SBC input and impact reports. Also includes input message and output message format problems that would not result in an impact to the service if executed incorrectly.

Response Time: Supplier agrees that it shall respond to SBC within twenty-four (24) hours or one (1) day upon receiving a Priority Level 4 trouble ticket.

Status Interval: Supplier agrees that it will provide monthly status to SBC on Supplier’s progress in resolving a Priority Level 4 problem.

Impact Removed: For Priority Level 4 problems, Supplier agrees that it shall provide a fix, work around, or agreed resolution plan by the next scheduled software release of the AOS/Postpaid product, assuming that there is sufficient time remaining, and prior to the scheduled release date. If the release content freeze date has passed, then the resolution will be included in the subsequent release. Additionally, the resolution may be provided in an emergency patch; however, this will be determined on a case-by-case basis and will be agreed by both SBC and Supplier.

IX SLA METRICS Metric Guarantee Platform Availability = or > 99.9% Network Availability = or > 99.9% Blocking per 10,000 calls No greater than 1 blocked call per 10,000

X LIQUIDATED DAMAGES. The table below sets forth the Liquidated Damages that Supplier will provide to SBC, if Supplier fails to meet the metrics in ______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

13 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services Section IX for the Services. Force Majeure Events are excluded from these measurements. Credit will be sent to SBC via a Treasury Inter-company Payment System (TIPS) transfer. SBC shall specify the SBC contact to receive the TIPS transfer.

Service Failure Liquidated Damages 1 or more Section IX service metrics exceeding $5,000 credit. the required guaranteed metrics for 2 consecutive months.

XI SUPPLIER’S STANDARDS

A. STANDARD SYSTEM BACKUP/RECOVERY

PRODUCTION SYSTEMS

Veritas Netbackup software will be used for backup and recovery.

Hot full daily backups of the Oracle database will be performed nightly to a tape medium device ______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

14 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services at approximately 24:00 machine local time. The back-up schedule is determined by the Supplier’s DBA, since it is a hot backup within the maintenance window.

The entire operating system will be backed up before going on-line and after any patches or other changes are made to the operating system.

The application will be backed up prior to going on-line and before any new releases are installed. System Software Support (SSS) will perform all of the above, working with the application and database support organizations.

If the application must be recovered: SSS restores the operating system with the most current backup. If required, the DBA will recover the database.

The backup standards are for the AOS platform will be adhered to as follows:

Database Daily hot backups @ approximately 24:00 2 incremental backups weekly 30 day retention

Flat File 1 full backup monthly Daily incremental backups 60 day retention

*Note: There will be full daily database backups for all 5 clusters with a 30-day retention period. Archive log database backups will have a 60-day retention.

B. DISASTER RECOVERY

Supplier’s Information Technology (IT) Disaster Recovery Policy states that computer systems supporting SBC will be designed, implemented and maintained with disaster recovery capability to ensure timely re-establishment of processing after a declared disaster of catastrophic nature, in accordance with the application’s criticality. It is the responsibility of the application development and user administration organizations to design and build all applications with necessary backup and recovery capability.

SBC may request Information Technology Business Continuity (ITBC) services in the initial Infrastructure Delivery Process (IDP) or through the ITBC web site located at http://ebiz.sbc.com/itbc/

This application is a Priority 1 application. A complete outage is defined as the loss of all ______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

15 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services cluster databases. Even though the SMS database should be available 7X24, it has less impact on the operation of the calling card platform than the cluster databases. Should there be a failure in the master SMS, the implication is that cards cannot be provisioned to the clusters. However, the cluster will continue to process calls.

Supplier’s AOS Post-Paid platform automatically defaults to the Dedicated Operator Services (DOS) center. In addition, the SBC LEC customer has the option of selecting or timing out to Operator Services at any time from the platform, eliminating any degradation of service.

C. PROBLEM MANAGEMENT

If there are database problems, the assigned Data Base Administrator (DBA) should be called. If the problem arises after hours, then Supplier’s DBA on call should be paged, but only during on- line hours as described in this SLA. Problem resolution will have the following priority production problems, QA problems, and test problems.

Test and Development Systems Maintenance (including upgrades and migrations) will be performed during normal working hours. Production systems maintenance will be performed during the normal maintenance window (22:00 - 06:00 site location time).

Disaster Recovery processes and procedures are executed in accordance with the business practices of all parties represented in this agreement.

XII KEY CONTACTS

SBC Long Distance ABS Platform Function/Title Name Office Number Asst. Vice President-IT Guy Bevente 847-898-4065 Executive Director-IT Robert Kafka 847-898-4060 RVP-NetOps (Voice Services) Ron Ginter 262-938-5700 Dir. Tech Support/Ntwk Operation Joseph M. Jacob 262-938-5744 Area Mgr., Tech Support - Application Danny White 262-938-4122 All Other Help Desk Areas/Issues Tier 2 Platform 888-224-8888 Surveillance & Maintenance for NMC

______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

16 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services

XIII. ESCALATION PROCEDURE

Supplier’s Intelligent Network Operations Trouble Ticket Procedures Supplier’s Network Management Center (NMC) is the centralized point where all maintenance/troubles related to Supplier’s network and its intelligent platforms are reported. The NMC is manned twenty-four (24) hours a day, seven (7) days a week.

Supplier’s NMC number is: 888-224-8888 or 262-938-5706.

SBC Long Distance ABS Platform Escalation List (Platform issues only – single users report to Customer Trouble Management)

Escalation Level Contact Office Pager

______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

17 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services

888-224-8888 1st Level Escalation Brookfield NMC- or Platform outage Operations Team Leader 262-938-5706

Matt Forsthoefel 2nd Level Escalation 262-938-5647 414-407-5665 Area Manager – Network Management Center

Danny White 3rd Level Escalation 262-938-4122 414-407-3054 Area Manager – Technical Support

Joe Jacob Director 4th Level Escalation Technical 262-938-5744 414-515-0247 Support/Network Operations

5th Level Escalation Ron Ginter 262-938-5700 RVP- Network Operations

SBC/BP DOC Customer Trouble 877-937-2722 Management (CTM)

SBCLD Customer Trouble Management Escalation List Customer Customer Trouble Management (CTM) is responsible for interfacing Trouble with customers to resolve problems related to services provided by Management SBCLD.

Level Contact Phone Number Pager Number Escalation Guide 1st Level Escalate to Frame/ATM 7x24 866-233-0843 next level 7x24 opt 2 every 2 hours All Other Issues 877-937-2722 or as negotiated 2nd Level Nancy Barno 262-358-3304 262-358-3304 Escalate to ______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

18 SERVICE LEVEL AGREEMENT Services Agreement No. 03031715 ABS Platform and Transport Services CTM Michele Duame next level Team Leaders Matt Klatkiewicz every 2 hours Kristal Shaw or as negotiated 3rd Level Sandra Sherretts 262-938-5691 262-983-0785 Escalate to CTM Area next level Managers every 2 hours or as negotiated

4th Level Escalate as Director Joe Jacob 262-938-5744 414-791-1350 negotiated 5th Level Escalate as Executive Ron Ginter 262-938-5700 414-412-9118 negotiate Director

______

Proprietary Information The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third party representatives, except under written Agreement by the contracting Parties.

19