NETS Service Level Agreement (SLA) - 10/16/12

Urgent 15 minutes SameHigh 15 minutes SameMedium 30 minutes SameLowEscalation ProceduresWithin a business day or byrequested due dateSameAt a minimum, when a problem has not been resolved within an hour, a second Providerengineer will be called to help with the problem. This policy will be waived if a problem is out ofUCAR's hands, for instance, if a major link to an Internet Service Provider (ISP) is down due toproblems in the ISP's network infrastructure.6. MonitoringThe Provider NOC will, at a minimum, monitor the UCARnet, FRGP, UPoP, WRN, and BiSONequipment, which includes all LAN, MAN, and WAN connectivity. When the NOC detectsproblems with the UCARnet equipment, a Provider engineer will be notified. When the NOCdetects problems at the User end of a link, after confirming that all UCARnet equipment isoperational, the responsibility of the NOC staff as well as their ability to fix a problem is limited.The NOC staff will make an attempt to notify a limited set of User-designated contacts.7. Related DocumentationNETS General DocumentationNetworking specific documentation may be found at: NETS HomeUCARnet StatisticsThe provider will post relevant service level uptime Statistics on the UCAR web.