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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 alarm notification can be made via e-mail or pager (optional). o Advanced Reporting Advanced Reporting provides you, in real time. the capability to view your detailed alarm event data, including journal notes. These alaml events are available to view via the Web to authorized users using standard browser 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 alarm history. You receive the same alaml event views as our alarm center. All your sites can be monitored. The alarm event data includes: Number of alarms Severity level by site with node number The data and time the alarm was first received Alarm 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 alarms. o EscaJated Response for Remote Diagnostics: The Escalated Response for Remote Diagnostics is a value-added service for Alarm Monitoring with Remote Diagnostics service. With this service, the Customer can choose to escalate voice alarm remote diagnostics to a 30-minute response for critical alarms, 45-minute response for major alarms or a 75-minute response for minor alarms. 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 Remote Diagnostics. A Customer can elect to be notified on alarms via e-mail or pager. A criteria for notification can be set based on alarm priority. specific alarm 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 formats or programming services are requested, William); Sh;;lll 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, (B) permission 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 was previously given to Williams free of any obligation to keep it confidential; (B) 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 - Alarm Monitoring Services 9/99 Page 2