Fill and Sign the Internet Access Agreement Level 3 Communications Llc and Form

SERVICE LEVEL AGREEMENT Level 3 Private Line Services (PLS) are backed by the following Service Level Agreement (SLA). If the Level 3 obligation is missed, the credit set forth below will be issued to the customer if requested, once verified by Level 3. The total number of credits per month is limited to the Monthly Recurring Charge (MRC) for the affected service. To receive credit if these obligations have not been met, the customer must contact Level 3 Customer Service within five (5) days of the end of the month for which credit is requested. Level 3 provides a toll-free number connecting the customer to Level 3 Customer Service for all issues -- including technical, billing, and product inquiries; 1-877-4LEVELS (1-877-453-8353). ORDER ACCEPTANCE DEFINITION An order is accepted by Level 3 (for the purposes of this Installation Guarantee only) as soon as the Order Entry Specialist receives the order in Customer Implementation Management (CIM). INDIVIDUAL CASE BASIS (ICB) DEFINITION Individual case basis (ICB) is defined as a service where a standard service interval is not defined. For ICB categories, Level 3 will provide a Firm Order Commitment Date (FOC) for services as soon as possible. The FOC date is determined by a combination of Level 3 internal process as well as the dates supplied to Level 3 by Level 3 vendors (where applicable). These vendor-supplied FOC dates vary by vendor, region, and city. CHANGES TO EXISTING ORDERS IN PROGRESS The SLA implementation dates apply to intervals between original order date and original due date. If a customer requests a change to an order date during the implementation of a service, the following effects will occur; CHANGES TO ORDERS IN PROGRESS CHANGE ORDER PLACED CHARGE EFFECT ON DELIVERY - ------------------- ------ ------------------ 1st Week of Order Process $250 SLA implementation clock will begin again once change is accepted 2nd Week of Order Process $250 SLA implementation clock will begin again once change is accepted 3rd Week of Order Process $250 SLA implementation clock will begin again once change is accepted 4th Week of Order Process $500 SLA implementation clock will begin again once change is accepted < 3 Days Before Delivery 25% of MRC for SLA implementation clock will begin again once change is accepted each week of requested delay Effective 9/1/99 For internal Use Only--Level 3 Communications, LLC 1 of 3 3 21 Level 3 will accept one requested change of delivery date per circuit order. Level 3 will begin billing the service on the day that the service is made available to the customer. INSTALLATION OBLIGATIONS Level 3 guarantees installation of its PLS within the following times beginning with Level 3's acceptance of a customer order (see definition of order acceptance on page 1) following Level 3's approval of client credit: National and International PLS (Gateway Cities Only) - ------------------------------------------------------------------------------------------------------------------------------ LEVEL 3 OBLIGATION - ------------------------------------------------------------------------------------------------ STANDARD SERVICE DELIVERY INTERVALS BY PRODUCT (BUSINESS DAYS) ------------------------------------------------------ CREDIT SERVICE STM-1/OC-3/ DS-1, E-1 DS-3 OC-12 ------------------------------------------------------ NPLS IPL NPLS IPL NPLS IPL - ------------------------------------------------------------------------------------------------------------------------------ On-Net Gateway-to-Gateway, 20 20 20 20 20 20 One (1) day for 100% Level 3 Fiber each day missed - --------------------------------------------------------------------------- --------------------- (up to 4 days total Non-Level 3 Fiber Between 40 40 60 60 ICB ICB credit) Gateways or Off-Net Within SSA (Either End) - ------------------------------------------------------------------------------------------------------------------------------ Outside SSA (