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8. Alarms that cannot be cleared remotely are dispatched or handled according to prearranged procedures and/or contract terms. 9. Automated alann notification can be made via e-mail or pager (optional). o Ad~'anced Reporting Advanced Reporting provides you. in real time, the capability- to view your detailed alarm event data, inCluding journal notes. These alann events are available to view via the Web to authorized users using standard brO\vser interfaces. This data is filtered and arranged for each user to convey the precise information needed to represent the availability of their network services. The journal notes show critical alann history. You receive the same alarm event views as our alann center. All your sites can be monitored. The alann event data includes: Number of alanns Severity level by site with node number The data and time the alann was tirst received Alann code summary. etc. Value-Added Services: o Web Access to Special Procedures: This features allows the Customer to view and modify any unique site special handling procedures. The Customer can view and modify special procedure instructions for the engineers and the automatic notification feature of alanns. o Esc~lated Response for Remote Diagnostics: The Escalated Response for Remote Diagnostics is a value-added service for Alann Monitoring with Remote Diagnostics service. With this service, the Customer can choose to escalate voice alann remote diagnostics to a 30-minute response for critical alanns. 45-minute response for major alanns or a 75-minutc response for minor alanns. National and major account customers automatically receive the Escalated Response for Remote Diagnostics service. o Automated Notification: Automated notification is a value-added service for Alarm Monitoring With RemL\te Diagnostics. A Customer can elect to be notified on alanns via e-mail or pager. A criteria for notification can be set based on alann priority, specific alann code, time of day and day of week. A Customer can select up to six different notifications per site. II. Getting Started WILLIAMS IS RESPONSIBLE FOR: (a) Williams is responsible for providing the Remote Services referenced in this Agreement. If special fonnats or programming services are requested, Williams shall offer a separate proposal. (b) Williams agrees to keep confidential the data submitted to it by Customer and the data provided for Customer by Williams during the term of this Agreement and for a period of three (3) years thereafter. Williams agrees not to make this data available to any third party, unless (A) compelled to do so by law or order of a competent court with jurisdiction. (8) pennission of Customer is first obtained. or (C) required for Williams to render the prescribed services. This obligation of confidentiality shall not apply to any such data: (A) which \vas previously given to Williams free of any obligation to keep it confidential; (8) which is or becomes publicly available by other than unauthorized disclosure; (C) which is developed by or on behalf of Williams independently of this Agreement; (D) which is received from a third-party whose disclosure does not violate any confidentiality obligation. Service Plan Attachment Service Option - Alann Monitoring Services 9/99 Page 2