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3.1. Partial Failure Guarantee. For customers who have two or more connections to the <br />Micro lntegration Network within a Datacenter Facility, Microintegration guarantees 100% <br />connectivity from the Microintegration Network to the Internet without Partial Failure. <br />Micro lntegration monitors the aggregate packet loss and transmission latency within its LAN <br />and WAN. Microlntegration does not monitor the packet loss or transmission latency of specific <br />customers. After discovering or being notified by Customer of a partial failure to deliver <br />Bandwidth services, Micro lntegration will use commercially reasonable efforts to determine the <br />source of such Excess Packet Loss or Latency or Bandwidth Loss and to correct such problem to <br />the extent that the source of the problem is on the Microintegration Network. <br />3.2. 100% Failure Guarantee. For customers who have two or more connections to the <br />Microintegration Network within a Datacenter Facility, Micro lntegration guarantees 100% <br />connectivity from the Micro lntegration Network to the Internet without Downtime. <br />Microintegration monitors the aggregate packet loss and transmission latency within its LAN <br />and WAN. Microintegration does not monitor the packet loss or transmission latency of specific <br />customers. After discovering or being notified by Customer of a 100% failure to deliver <br />Bandwidth services, Microlntegration will use commercially reasonable efforts to determine the <br />source of such failure and to correct such problem to the extent that the source of the problem <br />is on the Microintegration Network. <br />3.3. Remedy for Failure. All credits provided for under this Bandwidth Service Level <br />Agreement are calculated by reference to the monthly recurring charge of the affected port(s) <br />only. Any other fees, including, but not limited to, non -recurring charges, local access circuits, <br />space rental fees, managed services, incremental bandwidth usage, electricity, and hourly <br />support charges, are excluded in the calculation of applicable credits. <br />Partial Failure. If 60 minutes after being notified of any Excess Packet Loss or <br />Latency or Bandwidth Loss on the Micro lntegration Network, Microl nteg ration fails to <br />remedy such condition, Microlntegration will credit Customer's account 1 /60 <br />(measured every minute) of the monthly bandwidth charges for such continuous Excess <br />Packet Loss or Latency or Bandwidth Loss that follows the initial 60 minutes, provided <br />that all such credits will not exceed an aggregate maximum credit of Bandwidth <br />charges otherwise due from Customer for one (1) calendar month for failures in any <br />one (1) calendar month. <br />100% Failure. If 30 minutes after being notified of any Downtime condition on the <br />Microlntegration Network, Microintegration fails to remedy such condition, <br />Microl nteg ration will credit Customer's account 1 /30 (measured every minute) of the <br />monthly bandwidth charges for such continuous Downtime that follows the initial 30 <br />minutes, provided that all such credits will not exceed an aggregate maximum credit <br />of Bandwidth charges otherwise due from Customer for one (1) calendar month for <br />failures in any one (1) calendar month. <br />3.4. Customer Credit Request. Customer must notify Microlntegration within five (5) business <br />days from the time Customer becomes eligible to receive a credit under this Bandwidth Service <br />Level Guarantee to receive such credit. Failure to comply with this requirement will forfeit <br />Customer's right to receive a credit. Credits are calculated after deduction of all discounts <br />and other special pricing arrangements, and are not applied to governmental fees, taxes, <br />surcharges, and similar additional charges. <br />Page 3of5 <br />