Service Level Agreement

SERVICE LEVEL AGREEMENT (SLA) for Internet Connectivity & IP Voice Services

Voxline Networks has implemented a high-availability Internet network infrastructure, available within secure Co-location facilities.

This has been accomplished by the following:

1) All Customer connections make use of Cisco’s HSRP (hot standby router protocol)

2) Multiple upstream providers

3) Fully redundant internal backbone

4) All network devices have onsite spares

5) All key network components are monitored 24x7

Performance Guarantee

Voxline Networks will maintain its network in such a manner as to provide to all customers the best possible performance to the Internet. In order to achieve this Voxline Networks makes the following guarantees to all onsite Internet customers:

• 99.99% guaranteed uninterrupted transit within the Tri Tech / Voxline backbone

• Zero packet loss internal to Voxline Networks network

• Voxline Networks internal network will have an average latency of not greater than 1ms (inter-city)

• Voxline Networks will deliver all Customer traffic to a Tier one Internet carrier1 with an average latency not greater than 4ms (inter-city) – Internet customers only.

In addition to the above performance guarantees Voxline Networks will take all possible measures to insure all Customer traffic reaches its destination in a timely fashion comparable and within reason to any other carrier in the area. These measures include the manipulation of routing tables so as to direct traffic to the Internet using its best possible upstream link.

Customer Premise Equipment (CPE) – Voxline Networks retains ownership of all CPEs which were deployed by Voxline Networks to facilitate and deliver internet services to customer’s premises. CPEs include any T1 Routers, Modems, IADs and other devices which were used to terminate Voxline Networks data connections on customer’s premises. Customer is responsible to return to Voxline Networks all CPE devices at conclusion or termination of service. Failure to do so will result in a CPE non return fee.