SERVICE SCHEDULE 1 Internet

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1 SERVICE SCHEDULE 1 Internet 1 Description of Service 1.1 Exetel Ltd provides internet connectivity circuits with speeds from 2Mb/s up to 10Gb/s, and access available via ADSL, SDSL, SDH, Ethernet in the First Mile (EFM), Fibre-to-the-cabinet (FTTC), and Ethernet over Fibre. 1.2 Exetel Ltd can also deliver Internet breakout for any managed or unmanaged MPLS solution either as another VLAN on any of the customer s existing Ethernet. 1.3 To support the Internet service Exetel Ltd supplies and installs seven network options: (a) Option 1: an Asymmetric Digital Subscriber Line (ADSL) at the Customer site. ADSL is a data communications technology that enables faster data transmission over contended copper telephone lines than can be provided by a conventional voice-band modem. It does this by utilising frequencies that are not used by a voice telephone call. By using a splitter or micro filters this allows a single telephone connection to be used for both ADSL service and voice calls at the same time. As phone lines are so varied in quality and were not originally provisioned with ADSL in mind, it can generally only be used over short distances, typically less than 5km. On an Asymmetric DSL the upstream (outgoing from the Customer) data transfer rate is lower than the downstream (incoming to the Customer) data transfer rate. (b) Option 2: a Synchronous Digital Subscriber Line (SDSL) at the Customer site. Exetel Ltd s Synchronous Digital Subscriber Line (SDSL) is a 2 Mb/s Digital Subscriber Line (DSL) variant. It runs over one pair of copper wires, with a maximum range of about 3 kilometres. The main difference between ADSL and SDSL is that SDSL has the same upstream data transfer rate as downstream (symmetrical). However, unlike ADSL, it cannot co-exist with a conventional voiceband service on the same pair as it requires the entire bandwidth to operate. (c) Option3: Synchronous Digital Hierarchy (SDH) 2Mb/s Leased Lines are one of the network access options that Exetel Ltd provides to Customers. Exetel Ltd provides flexible bandwidth options for 2Mb/s (E1), 34Mb/s (E3), 45Mb/s (DS3), 155Mb/s (STM-1) and 622 Mb/s (STM-4). (d) Option 4: an Ethernet in the First Mile (EFM) circuit at the Customer site. This is a copper access service delivered over Ethernet in the First Mile (EFM) technology. EFM is provided at speeds up to 45Mb in London and 20Mb nationwide. (e) Option 5: an Ethernet over Fibre circuit at the Customer site. This is a dedicated service delivering fibre access at high speeds. Its high scalability allows bandwidth to be increased in increments from 10Mb, with 10Mb increments for 100Mb circuits and 100Mb increments for 1Gb circuits (f) Option 6: a VLAN over an existing MPLS service. This is a logical connection sharing the same physical Ethernet circuit as other private WAN services delivered to the Customer site. Wiresonly Customers will need a CPE router capable of handling 802.1q VLANs and VRF routing tables. This service is only available on Ethernet circuits. (g) Option 7: a Fibre-to-the-cabinet circuit at the Customer site. This is a copper access service delivered over Fibre to the cabinet (FTTC) technology. 1.4 On the same Ethernet circuit as the Internet service Exetel Ltd can provide a VLAN with access to SIP Exchange, a ring-fenced part of the Exetel Ltd network exclusively for the use of SIP providers and their customers. In this way, Customers get access to multiple SIP providers without the need for dedicated connectivity or having to traverse the public Internet. It is however still necessary for a security device or policy to be applied at the Customer site. 2 Ordering Internet 2.1 Customer Contact Details The Customer shall promptly provide Exetel Ltd with names and contact details of those of the Customer s personnel who shall act as the Customer s primary points of contact in connection with this Service Schedule and the Services ( Customer Nominated Personnel ). The Customer shall fulfil this obligation by completing the Service Order Form (SOF) The Customer shall promptly notify Exetel Ltd of any changes to the Customer Nominated Personnel. Exetel Ltd shall not be liable for any failure to provide any Services where such failure is due to:

2 (a) the Customer having failed to provide the requisite information or to update such information as required; or (b) Exetel Ltd being unable to make contact with the Customer s Nominated Personnel. 3 Limitation of Liability 3.1 Without affecting the limitations and exclusions on liability set out in this Agreement, Exetel Ltd shall not be liable for any matters arising from the loss or unavailability of any Incompatible Services through the provision of the Internet Services, or any other loss or damage arising as a result of the use of or connection to any Incompatible Service. 3.2 Without affecting any of the other terms of this Agreement, Exetel Ltd shall not be liable to the Customer for any fraudulent or illegal use or any other misuse of the Internet Services. 4 Service Restrictions 4.1 All offers and quotations provided by Exetel Ltd for the provision of the Internet Services are made subject to survey. Following receipt of a Sales Order Form, Exetel Ltd will carry out surveys and network capacity checks/availability in order to validate its estimated charges and delivery timescale. Exetel Ltd reserves the right to modify or withdraw any quotations and/or delivery timescales previously provided, following completion of such surveys and checks. 4.2 The Internet Service is not available to Customers providing hosted services to their customers unless expressly agreed by Exetel Ltd in writing on the Sales Order Form. 4.3 The Internet Service shall not be provided to, or connected with, a data centre or hosting facility unless agreed by Exetel Ltd in writing on the Sales Order Form. 4.4 The Internet Service shall not be provided in respect of serviced offices or multi-tenanted sites unless otherwise agreed by Exetel Ltd at its sole discretion. 5 Responsibilities of the Parties 5.1 Exetel Ltd shall be responsible for the following aspects of the Internet Services described below. (a) Capacity planning and network infrastructure used to deliver the Internet Services. (b) Providing CPE devices (Customer Premises Equipment) for managed services only. These will be pre-configured and will include installation directions (where applicable). Unless otherwise stated in writing on the Sales Order Form, title in such equipment will remain with Exetel Ltd. (c) Providing reasonable engineering support (if required) to the Customer via telephone at the time of the equipment installation. (d) Configuring and providing Provider Aggregated (PA) network ranges in accordance with RIPE NCC and RFC1918 (if applicable). The Customer may alternatively apply for Provider Independent (PI) network ranges which Exetel Ltd can facilitate for an additional charge under the terms of a separate Provider Independent Assignment Request and Maintenance Agreement. (e) Traffic prioritisation over consumer products on the Exetel Ltd network where applicable, and where permitted by applicable law. (f) Traffic prioritisation and bandwidth provision for products where applicable (e.g. SIP Exchange and assured bandwidth on DSL). (g) Advising the Customer of updates to orders and Incidents. (h) Provision of a bill. 5.2 The Customer shall be responsible for all other aspects of the Internet Services, including but not limited to: (a) Provision of an access circuit or cross-connect to the Exetel Ltd network, if applicable. (b) Justification, provision and management of IP Addressing, if applicable in accordance with RIPE NCC and RFC1918. (c) Organising testing for site connectivity; this must be completed within 2 working days of the service being handed over to the Customer. If Exetel Ltd does not hear from the Customer within this time, the service will be deemed accepted and invoicing will commence from the In Service Date issued in the handover documentation.

3 (d) Customer understands and agrees that the network demarcation point between Exetel Ltd and the Customer will be either the customer facing port on the managed router for managed services or the circuit presentation for wires only. (e) Customer understands and agrees that Exetel Ltd does not supply nor support domain names and mail services. (f) Notifying Exetel Ltd of detailed network requirements covering firewall policy, network ports, additional subnets or routing information. (g) Identifying Incidents and faults relating to Sites and Interconnects. (h) Incident and fault reporting and first line Incident and fault management and diagnosis. (i) Notifying Exetel Ltd promptly of any changes to Customer key contacts. (j) Notifying Exetel Ltd promptly of any contact details or address changes. 6 Charges and Payment 6.1 Standard Charges - The Customer will pay the following standard charges in relation to Internet Services, as specified on the relevant Sales Order Form: An Installation Charge, where applicable. A Recurring Monthly Charge. This differs according to variant. Variable Charges that may apply from time to time (e.g. for service upgrades). Exetel Ltd s standard charges in effect from time to time for access circuit rental, and which include Standard Care service levels. Higher quality Service Levels are available, on some products under the Enhanced Care heading, if the Customer pays to Exetel Ltd, Exetel Ltd s applicable monthly supplement. 6.2 The charges and payment terms relating to the Internet Services are as set out in the Sales Order Form, this paragraph 8 and the other terms of this Agreement. The charges may vary in accordance with this Agreement or otherwise by agreement of the Parties. 6.3 Internet Service Cancellation Charges - Where the Customer cancels an order before the In Service Date, the following terms will apply: (a) Where the Customer cancels an order which includes the use or provision by Exetel Ltd (or its suppliers) of a BT product or service on or after 3 Working Days from the date of Exetel Ltd s relevant order completion notification, the Customer shall pay 100% of the installation, connection and ongoing fees for the applicable Service(s) as if such Service(s) had been purchased for the minimum term available, which shall be 12 months unless otherwise specified in the relevant Sales Order Form. (b) Where the Customer wishes to cancel any other order after the date of issue of an acknowledgement by Exetel Ltd, any such cancellation shall be subject to Exetel Ltd s prior written consent, and shall be subject to the payment by the Customer of the applicable cancellation charges communicated by Exetel Ltd to the Customer following receipt of the cancellation request. 6.4 Exetel Ltd shall have the right to apply ancillary and additional charges to cover time spent repairing faults where this work is not covered under the terms of this Agreement and for providing or re-arranging services or equipment. These charges (which, for the avoidance of doubt are Non-Recurring Charges and are also known as timescale charges) apply where requests for work to be carried out on site have been fulfilled. These could involve the provision or rearrangement of equipment, wiring, network or services (including, without limitation, work on PSTN and Private Networks). At all times these charges are the responsibility of the Customer. Timescale charges will not apply if the Customer cancels the appointment, in accordance with Exetel Ltd s cancellation processes in effect from time to time, before an engineer has been assigned to perform the work. 6.5 Recurring Monthly Charges will be invoiced quarterly in advance. Where an Order is provisioned part way through a month, the first invoice will be raised five (5) days after the In Service Date and invoiced pro- rata to the end on the quarter. 6.6 Non-Recurring Charges will be invoiced on order. 6.7 If Customer instructs Exetel Ltd to dispatch an engineer (either an employee or contractor of Exetel Ltd or a supplier) to the Customer premises to investigate a possible fault with the Connection, Exetel Ltd reserves the right to charge the Customer for any time spent by the engineer in investigating and attempting to remedy the fault should the fault be found to be with the CPE or facilities, or caused by an act or omission of Customer, or any third party other than Exetel Ltd s contractors.

4 7 Term and Termination 7.1 This Service Schedule will become effective on the date specified in the relevant Sales Order Form and shall continue in full force and effect until terminated in accordance with the terms set out in this Service Schedule and/or the other terms of this Agreement. 7.2 Both Parties obligations under this Service Schedule will continue until this Service Schedule is terminated in accordance with terms of this Agreement. 7.3 Customer may terminate a Service, to take effect on the last day of the Initial Service Term or the last day of an Extension Period by following the process set out in paragraph 8.3(a). Exetel Ltd may terminate a Service, to take effect on the last day of the Initial Service Term or the last day of an Extension Period by following the process set out in paragraph 8.3(b). Upon expiry of the Initial Service Term of a Service, if no Termination Notice has been served by either party then the Service Period will automatically extend for a further Extension Period. (a) If Customer wishes to terminate a Service pursuant to this paragraph 8.3, it must serve a Termination Notice on Exetel Ltd. Unless otherwise specified in the Sales Order Form, the Termination Notice required for each Service is not less than ninety (90) calendar days. Following receipt of a Termination Notice, Exetel Ltd shall provide Customer with a Service Cancellation Order. The Service Cancellation Order shall specify the termination charges, if any, payable by Customer to terminate the relevant Service. Customer shall sign and return the Service Cancellation Order, and termination of the Service will take effect on the later of (i) expiry of the Termination Notice, and (ii) receipt by Exetel Ltd of the Service Cancellation Order signed by Customer; (b) If Exetel Ltd wishes to terminate a Service pursuant to this paragraph 8.3, it must serve a Termination Notice on Customer. Unless otherwise specified in the Sales Order Form, the Termination Notice required for each Service is not less than ninety (90) calendar days. The Termination Notice shall specify the termination charges, if any, payable by Customer in respect of the relevant Service. Termination of the Service will take effect on expiry of the Termination Notice. 7.4 In the event of termination (i) by the Customer of either this Agreement or this Service Schedule other than pursuant to clause 11.1(b) of this Agreement; or (ii) by Exetel Ltd pursuant to clauses 10 or 11 of this Agreement, the Customer will be liable to pay the Cessation Charges. 7.5 In the event of termination (i) by the Customer of either the Master Services Agreement or this Service Schedule other than pursuant to clauses 5.3 or 11.1(b) of this Agreement; or (ii) by Exetel Ltd pursuant to clauses 10 or 11 of this Agreement, the Customer will forfeit any Charges paid in advance. 7.6 The provisions of paragraphs 9.4, and 9.5 will not apply where this Service Schedule is terminated: (a) By Exetel Ltd other than pursuant to clauses 10 or 11 of this Agreement; (b) By the Customer pursuant to clause 11.1(b) of the MSA; or (c) By the Customer pursuant to its right to terminate following its demonstration of a materially detrimental modification pursuant to clause 5.3 of this Agreement. 7.7 Exetel Ltd shall be entitled, upon termination (for any reason whatsoever) or expiry of this Service Schedule by giving notice of its intention to re-possess the Equipment, to: (a) Require the Customer (at the Customer s cost and risk) to immediately return the Equipment to such location as Exetel Ltd may specify; and/or (b) Enter any premises, with such transport as Exetel Ltd may consider necessary, and repossess any Equipment to which Exetel Ltd, its agents, contractors or suppliers has title. 7.8 Except as otherwise provided in this Agreement, when the Internet Services end, if applicable, Exetel Ltd will either: (a) Refund any amount in credit on the Customer s account after Exetel Ltd has deducted any amount owed to it by the Customer: or (b) Issue a final invoice for the amount owed to Exetel Ltd by the Customer, which will be payable in accordance with the terms of the Master Service Agreement and this Service Schedule. 7.9 Exetel Ltd shall take no responsibility for or guarantee that the Customer will be able to continue using any of the associated IP addresses or any features of a connection following termination of the Internet Services and/or this Service Schedule Following termination of this Agreement and/or this Service Schedule Exetel Ltd shall be under no obligation to provide the Customer with access to any service management tool provided to the Customer, including but not limited to the Customer Portal The Customer shall not be permitted to place any additional Sales Order Forms from the date on which a notice of termination of this Agreement or this Service Schedule has been served by either Party, unless otherwise agreed by both Parties in writing.

5 8 Internet Service Level Agreement 8.1 This section 9 contains the details of the Service Levels covering all aspects of the Internet Service unless otherwise specified for specific Network and Service elements. 8.2 Internet DSL, EFM and FTTC Performance Guarantee Exetel Ltd does not guarantee local loop quality and therefore cannot guarantee that all lines can support the stated Internet Service. 8.3 Internet Availability Service Levels (a) Core Network and Services Availability Levels Exetel Ltd will aim to provide a monthly average overall core network and Services availability of not less than 100% under normal circumstances, for the Internet network elements between Exetel Ltd routers connected to the Exetel Ltd network. Such target availability of 100% is for Customer s information only and shall not in any manner represent a commitment by Exetel Ltd to meet such availability target, and Exetel Ltd shall have no liability for failure to do so. Exetel Ltd shall use reasonable endeavours to: (i) (ii) (iii) ensure that Emergency Maintenance does not exceed 3 hours in total in any calendar month; ensure that Scheduled Maintenance does not exceed 3 hours in total in any calendar month; and provide the Customer with not less than 48 hours notice of any Scheduled Maintenance. (b) Internet Service Availability Target per Site The Service Availability (defined below) target per Site depends on the level of resilience deployed, as set out in the table below. Table: Availability Service Levels and Service Credit Triggers Network Access Method Monthly Availability Service Level Service levels triggering service credit payments 1st Trigger 2nd Trigger 3rd Trigger SDH/Ethernet/EFM/FTTC, without backup SDH/Ethernet/EFM/ FTTC with Broadband DSL backup SDH/Ethernet with EFM/ FTTC back up 99.9% <99.9% <98.6% <94.5% 99.95% <99.95% <98.65% <94.55% 99.99% <99.99% <98.69% <94.59% Internet Availability Levels Service Level Calculation Where availability calculated as a percentage is categorised according to the table above as: The service credit as a percentage* of the monthly charges for the affected Service will be: 1st Trigger 10% 2nd Trigger 30% 3rd Trigger 50% (c) (d) (i) Availability shall be measured and calculated using Exetel Ltd s standard processes, tools and methodologies in effect from time to time (as determined by Exetel Ltd). Downtime or unavailability relating to or caused by the following will not be treated as a period of unavailability in any Internet Availability calculation, and the Internet Service shall be deemed to be available during any periods of downtime or unavailability caused by any of the following: Faults and/or incidents that are caused by any matter beyond Exetel Ltd s reasonable control (as described in clause 16 of the MSA).

6 (ii) (iii) (iv) (v) (vi) (vii) (viii) (ix) (x) (xi) (xii) Scheduled or emergency maintenance Any service affecting fault that is not classified by Exetel Ltd as a loss of service. Unavailability that is due to or caused by the public internet. Failure because the Customer requires an ancillary product. Works carried out by anyone other than Exetel Ltd. Where the service is DSL, the failure resides on the PSTN line owned or provided by anyone other than Exetel Ltd or its suppliers. Failure by the Customer to provide prompt assistance and information, as requested by Exetel Ltd. Any network incident that is raised by the Customer that is subject to inaccurate or incomplete information. Failure by the Customer to respond to an enquiry from Exetel Ltd or any 3rd party acting on its behalf which delays, hinders or prevents Exetel Ltd from performing its obligations. Where the service is FTTC, the Customer connects any telephony equipment to the PSTN line. Incidents, delays and failures by Exetel Ltd to meet any Service Levels which are caused by denial of service attacks. 8.4 Customer Incident Reporting (a) Incident Reporting The Customer shall report Incidents to Exetel Ltd using or telephone supplying the information and details requested by Exetel Ltd, including without limitation a complete description of the Incident. (b) Exetel Ltd Automated Monitoring System Exetel Ltd s automated monitoring system will not detect every type of Incident. The Customer is responsible for reporting any issues to Exetel Ltd as soon as possible. Where the Service is Wires-Only the Customer is responsible for reporting all Incidents and the Start Time for such Incidents is as set out in paragraph 9.4(c), and not upon Customer detecting the Incident. (c) Incident Recording Time (i) All Incidents will be acknowledged within 30 minutes provided that the incident is reported during the applicable Hours of Service. (ii) Clock hours are calculated as follows: (aa) Start Time is the time that an Incident is initiated on the Exetel Ltd incident management system. (bb) Stop Time is the time at which the status of the Incident becomes Resolved or Completed. The case may be kept open for monitoring purposes after such time. (cc) Parked Time will be excluded from the gross elapsed time and therefore Clock Hours will reflect the time for which Exetel Ltd is wholly responsible. Clock hours will run during the Hours of Service for the relevant Service, and the clock shall be suspended outside of those Hours of Service. (iii) Parked Time is time during which Exetel Ltd is unable to progress the resolution of the Incident for reasons beyond its reasonable control, including without limitation where: (aa) (bb) (cc) (dd) (ee) (ff) (gg) Exetel Ltd is awaiting power up/down of the Customer s equipment. Exetel Ltd is awaiting the Customer to provide availability for a visit appointment. The Customer is unavailable to respond to Exetel Ltd. Where Standard Care services, Parked Time commences when a visit appointment is agreed with the Customer until the visit appointment date/time slot becomes live. Where Enhanced Care services apply and a Site does not have 24 x 7 access and the Customer requests an engineer visit to the Site when the Customer is available for a visit, Parked Time commences when a visit appointment is agreed with the Customer and ends when the visit appointment date/time slot commences. Access is unavailable at the Customer site at an agreed time for a visit. Parked Time commences when the site visit starts until a re-scheduled appointment becomes live. Any period that is outside the applicable Hours of Service.

7 (d) Incident - Resolution Targets (i) Unless otherwise detailed in this Service Schedule, Exetel Ltd shall use reasonable endeavours to resolve an Internet Services Incident within six (6) Business Hours from the time such Incident has been recorded at Exetel Ltd s Network Operation Centre ( Incident Notice ). Such service is available for Priority 1 and Priority 2 Incidents 24 x 7 x 365 days per year. (ii) Where an Ethernet, SDH or EFM circuit from the Customer s premises to the Exetel Ltd point of presence was ordered by Exetel Ltd, in the event of a circuit failure (including failure of third party products provided by Exetel Ltd (e.g.openreach)), Exetel Ltd will use reasonable endeavours to return such failed circuit to service within seven (7) Business Hours from the time such failure is logged on Exetel Ltd s incident management system (or such extended time as is determined by Exetel Ltd pursuant to paragraph 12.6(d)(v) below). This commitment excludes problems caused by power disruption at the Customer premises, the Customer router and/or associated cabling and/or any other hardware, software, materials or services not provided by Exetel Ltd. This commitment does NOT apply to transit customers. (iii) Where an FTTC circuit from the Customer s premises to the Exetel Ltd point of presence was provided by Exetel Ltd, in the event of a circuit failure (including failure of third party products provided by Exetel Ltd (e.g.openreach)), Exetel Ltd will use reasonable endeavours to return such failed circuit to service within six (6) Business Hours from the time such failure is logged on Exetel Ltd s incident management system (or such extended time as is determined by Exetel Ltd pursuant to paragraph 12.6(d)(v) below). This commitment excludes problems caused by power disruption at the Customer s premises, the Customer s router and/or associated cabling and/or any other hardware, software, materials or services not provided by Exetel Ltd. (iv) Where a DSL service is provided, Exetel Ltd shall use reasonable endeavours to resolve Incidents within the following timescales (or such extended time as is determined by Exetel Ltd pursuant to paragraph 9.6(d)(v) below), measured from the time the Incident is recorded on Exetel Ltd s Incident management system: Broadband DSL Circuits Mean Time To Restore (MTTR) Service Credit as a percentage of the Recurring Monthly Charges (not cumulative) for the affected Service Standard: > 2880 minutes (48 hours) N/A, Target Only Enhanced: > 1440 minutes (24 hours) 25% (v) Exetel Ltd reserves the right to extend the timescales referred to in paragraphs (i), (ii), (iii) and (iv) above where, acting reasonably, it determines that this is appropriate, due to the complexity of the Incident or failure, where Exetel Ltd is dependent on a third party for resolution of the Incident or failure, or for other reasons beyond Exetel Ltd s reasonable control. In such circumstances, (i) no service credits shall be payable by Exetel Ltd for failure to meet the timescales referred to in paragraphs 9.6(d)(i), (ii), (iii) and (iv) above, and (ii) Exetel Ltd shall use reasonable endeavours to eliminate or reduce the impact of the Incident or failure by provision of a workaround, with permanent correction to follow. (vi) This Service Level does not cover Incidents or faults which have been associated with physical cable breaks or vandalism within the copper local loop network. Estimated restoration of service will be communicated to the customer via the Exetel Ltd Helpdesk. Approximate restoration of service will be 5-10 working days. (vii) In the event that Exetel Ltd fails to resolve an Incident or failure within the applicable Target Mean Time To Restore target specified in paragraph 12.6(d)(iv) above (as extended pursuant to paragraph 12.6(d)(v)) then, except as otherwise provided in this Service Schedule (or elsewhere in this Agreement), Service Credits will be payable in accordance with this paragraph 12.6(d). (viii) Repair times for non-service affecting Incidents (as determined by Exetel Ltd) will be agreed on a case-bycase basis. No Service Credits shall be payable for failure to repair non-service affecting faults within the Mean Time to Restore target. (e) Incident Progress Updates Exetel Ltd shall use reasonable endeavours to provide the Customer with regular progress updates for all Incidents reported by the Customer and, in particular, shall use reasonable endeavours to provide progress reports for Priority 1 Incidents no less frequently than once every two (2) hours and Priority 2 Incidents no less frequently than once per day, or as otherwise agreed in writing by the parties.

8 (f) Incident Resolution An Incident is resolved when the Service is no longer affected (as determined by Exetel Ltd, acting reasonably) and this may be by means of a temporary work-around until a permanent network solution is available. (g) Escalation Process In the event of a Priority 1 or Priority 2 Incident remaining unresolved for a period in excess of the relevant target Incident resolution time specified in this paragraph 9.6, the Customer shall be entitled to escalate the matter. (h) Service Credits Except as otherwise provided in this Service Schedule, Service Credits shall be applied as follows: (i) Failure to meet the Service Availability target: If Exetel Ltd fails to achieve the Service Availability target set out in paragraph 9.5 at any Site in any calendar month Customer may claim Service Credits for the affected Service, as set out in the table below. To claim a Service Credit the following must be submitted to Exetel Ltd: The Exetel Ltd incident case reference. Where Exetel Ltd did not provide the CPE, Customer must provide, at the time of reporting the Incident: o A copy of the attached device running configuration. o A copy of the attached device SHOW VERSION (or non-cisco equivalent) output. o A copy of the attached device SHOW INTERFACE (or non-cisco equivalent) output for the interface facing Exetel Ltd during the outage. o Such logs, traceroute or related output as are required by Exetel Ltd to demonstrate the Incident as experienced. (ii) Failure to meet Incident Resolution Targets: If, in respect of Priority 1 and Priority 2 Incidents only, Exetel Ltd takes longer than 6 Business Hours (less Parked Time) from Incident Notice ( Target Resolution Time ) to resolve an Incident in accordance with paragraph 12.6(d)(i), (ii) or (iii) (as extended pursuant to paragraph 12.6(d)(v)), the Customer may claim the following Service Credits for each Customer Site affected (as determined by Exetel Ltd): Hours in excess of the applicable Target Resolution Time. Reduction in Recurring Monthly Charges per Site affected for the calendar month in which the Incident occurred. Up to 1 hour 3% Between 1 hour and 3 hours 5% Between 3 hours and 5 hours 7% Between 5 hours and 10 hours 10% Over 10 hours For every additional 10 hours, 10% up to the maximum of 80% of 1 month s recurring of 1 month s Recurring Monthly Charges per Site affected. To claim a Service Credit under this Service Schedule, the Customer must submit the following to Exetel Ltd within 30 days from the date upon which the relevant Incident first occurred: The Exetel Ltd Incident case reference; The date and time of the first contact with Exetel Ltd; Sufficient evidence and information to describe and demonstrate to Exetel Ltd s satisfaction (acting reasonably) that an Incident has occurred and that such Incident was not caused by the Customer, or any of the causes referred to in paragraph 9.4(h)(iii) of this Schedule; and A request for the applicable Service Credit. If the Customer fails to submit the above information and request to Exetel Ltd within such 30 day period, Customer shall be deemed to have irrevocably waived its right to any Service Credit that would otherwise have been payable in respect of that Incident.

9 (iii) Exclusions Exetel Ltd shall be deemed not to have failed to meet any Target Resolution Time or Mean time to Restore target, and shall not be liable to pay Service Credits, where such failure is due to any of the following: (aa) (bb) (cc) (dd) (ee) (ff) (gg) (hh) (ii) (jj) (kk) (ll) Faults and/or incidents that are caused by any matter beyond Exetel Ltd s reasonable control (as described in clause 16 of the MSA). Scheduled or emergency maintenance. Any service affecting fault that is not classified by Exetel Ltd as a loss of service. Unavailability that is due to or caused by the public internet. Failure because the Customer requires an ancillary product. Works carried out by anyone other than Exetel Ltd. Where the service is DSL, the failure resides on the PSTN line owned or provided by anyone other than Exetel Ltd or its suppliers. Failure by the Customer to provide prompt assistance and information, as requested by Exetel Ltd. Any network incident that is raised by the Customer that is subject to inaccurate or incomplete information. Where the service is FTTC, the Customer connects any telephony equipment to the PSTN line. Failure by the Customer to respond to an enquiry from Exetel Ltd or any 3rd party acting on its behalf which delays, hinders or prevents Exetel Ltd from performing its obligations. Incidents, delays and failures by Exetel Ltd to meet any Service Levels which are caused by denial of service attacks. 8.5 Aggregate Service Credit Cap Notwithstanding any other term of this Agreement, in no event shall the Service Credits payable by Exetel Ltd in respect of a Service in any month exceed 100% of the Recurring Monthly Charges payable by the Customer in respect of that Service in that month. 9 Exetel Ltd Acceptable Use Policy 9.1 Introduction This policy sets out the rules that apply when you use services provided by Exetel Ltd ( Exetel ). 9.2 General You must not use Exetel s services: a. for any unlawful purpose; b. to send, receive or store any material which is offensive, indecent, defamatory or menacing (as reasonably determined by Exetel); or c. to send, receive or store any material which infringes copyright, trademark or other any other intellectual property law and Usenet News You may not use any Exetel service to: a. send duplicative, unsolicited messages (commercial or otherwise), or to collect the responses from unsolicited ; b. send an offensive, indecent or harassing message to another user of the Internet, including any message which is offensive to people on the grounds of gender, race, colour or religion; or c. send messages for the purpose of fraud and/or with the intention of committing a criminal offence. You must ensure that your use of mailboxes does not adversely affect the proper functioning of Exetel s systems, including where mailboxes: i) receive large volumes of undeliverable mail; ii) have forwarders set to other mailboxes where mail cannot be delivered, or have forwarders or auto-responders that generate circular loops. If you run a mailing list using our services, you should comply with Linx Current Best Practice. You are responsible for keeping records to show that each subscriber has given their consent to their inclusion on the mailing list. You must not breach any guidelines or restrictions of any news group. The following are expressly prohibited: iii) excessive cross-posting, posting of irrelevant material or advertisements; iv) posting binaries to non-binary news groups. v) Web Hosting

10 If you have purchased Exetel hosting services which include unlimited web-space, this web-space may be used for any legitimate website content but must not be used to store backups, downloads, archives or other non-web based content. Streamed multimedia content such as audio and video is acceptable, but links to HTTP download of this content is prohibited. You must only use scripts to produce web-based content. 9.4 Internet Access You must not use your Internet connection, or allow or enable another person to use your Internet connection, to: a. Attempt network scan, denial of service attack or any other possible hacking activities; or b. send any that breaches section 2 of this policy. b. You must not use our services to send data which has forged addresses or which is deliberately constructed to adversely affect remote machines. You must not configure your PC as an open relay system. c. You must ensure that any system you connect to the Internet conforms to all applicable Internet Engineering Task Force (IETF) standards. 9.6 Suspension and Termination Your contract with Exetel requires you to comply with this Acceptable Use Policy. If you do not do so, Exetel may suspend or terminate your service. Exetel may run manual or automatic system tests (including scanning for open mail relays or unsecured proxy servers) to assess compliance. Although Exetel reserves its right to immediately suspend or terminate services which have been used in breach of this policy, provided that the breach does not require immediate remedy, Exetel will usually contact you during business hours to inform you of the actions needed to resolve the issue before it suspends service. Otherwise, if urgent action is required, Exetel will contact you after suspension to advise what actions you need to take to rectify the situation. Restoration of any and all services suspended as a result of breach of this policy will be considered on a case-bycase basis. Exetel will not restore a service where there is history of similar misuse: You are responsible for keeping your contact details with Exetel up to date. Where Exetel is unable to contract you at an address you have given, it will address any correspondence to postmaster at your domain address/ es. 9.7 Internet Watch Foundation Exetel abides by any notice and take down recommendations communicated to Exetel by the Internet Watch Foundation. 9.8 Reports Please send reports of any suspected breach of this Acceptable Use Policy to abuse@exetel.co.uk