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ATIACHMENT D 52. ., . .¡¡~ '6?xhraOne' TELECOM/CONVERGED SERVICeSELECrM Advantage - Select1 Standard Features · Emergency outage calls - 2-hour response time, 24x7, including NextiraOne holidays · Routine service calls - 24-hour response time, Monday - Friday, 8:00a.m. - 5:00 p.m., site local time, excluding NextiraOne holidays · 24x7 Emergency Remote Technical Support · 12x5 non-Emergency Remote Technical Support · On-site hardware replacement · NetVisionSM Alarm monitoring with Remote diagnostics · Escalation Management · Parts and labor Standard service coverage and requirements Configuration Coverage The System configuration covered by the Service Plan is described in the related Customer Inventory Schedule. If the related Customer Inventory Schedule is a switch-only or Norstar Key System Units ("KSU")- only, then the System covered by the Service Plan shall consist of those components residing in the common and peripheral equipment cabinets and associated wiring from those cabinets up to, but not including, the main . Qistribution frame. NextiraOne will perform repair or replacement services only at Customer's request at lextiraOnethen-current charges on other portions of the System, such as telephone instruments, wiring 'cluding distribution frames, and other telecommunications equipment located outside the common and r-eripheral equipment cabinets. Requests for Support Services Customer's authorized representative shall initiate all requests for service. Customer's representative shall direct all requests for service to the designated NextiraOne call distribution center. Each service request shall contain the following information: · Name and address of Equipment and Software users, · Name and number of the person to be contacted, · Equipment and Software type and serial number. · Equipment and Software location, and · Description of the problem. Movement of Equipment Equipment moved to any area NextiraOne services is eligible for continued coverage, provided that the charges may be adjusted to reflect the rates and terms then in effect for that location. Customer is responsible for proper movement, risk of loss or damage to the Equipment or Software and all associated costs. Remote Diagnostiçs Remote diagnosis is required for dispatch and repair service. Customer shall provide a dial modem with a minimum speed of 56 kbps for remote access. Network failure is repaired remotely when possible. If remote diagnosis determines that the failure is hardware-related, NextiraOne will coordinate the replacement hardware -'1nd labor (where applicable)to complete the replacement on site. An additional "per incident" surcharge shall ')e assessed if Customer requests immediate (preemptive) dispatch, foregoing telephone support and remote .jiagnostics. Advantage Selectl Rev 3 EtTcct¡ve 4/23/04