Service Level Agreement

Communication services are critical to business continuity. Norlight, Inc. works to make certain that your services are available when you need them. However, when service interruptions occur, Norlight stands behind our service by working to repair the service in a timely manner and, when appropriate, providing credits for affected services.

Credits are based on the following impact schedule:

Service Disruption	Credit Available
30 minutes to 4 hours	1 Full Day of Monthly Recurring Charges
4 to 8 hours	2 Full Days of Monthly Recurring Charges
8 to 16 hours	1 Full Week of Monthly Recurring Charges
16 to 24 hours	2 Full Weeks of Monthly Recurring Charges
More than 24 hours	100% of Monthly Recurring Charges

The Service disruption time period begins when the customer notifies Norlight of the outage through the Network Operations Center. Credits for service interruptions must be requested by the customer, in writing, within thirty (30) days of the service interruption.

Credit requests will be reviewed and issued for service interruptions with the following exceptions:

1. Credits for customer ordered transport circuits are not available under this SLA. Additionally, no credit will be issued for Norlight services traversing across a customer ordered transport circuit that is causing the service disruption.
2. Service disruptions during regularly scheduled maintenance windows and emergency maintenance work are not eligible for credits. Norlight will make reasonable efforts to notify customers of non-emergency maintenance with 48 hours advance notice.
3. Credits are not available under the following circumstances:
   1. When the service disruption is the result of a customer's, or a third party's, application, equipment, or facilities.
   2. When the service disruption is the result of the act(s) or omission(s) of customer or its employees, agents or contractors, including users of the service, or third parties not performing services on behalf of Norlight.
   3. When the service disruption is the result of causes beyond the reasonable control of Norlight, specifically including but not limited to force majeure events.
   4. To the extent that Norlight is constrained from accessing a premise necessary to perform testing or repairs, no matter how the constraint is imposed.
   5. When the customer's account is not in good standing.