SiteConnectTM

Layer-2 DOMESTIC MPLS VPN

TECHNICAL SERVICE AGREEMENT SiteConnect L2 MPLS Version 1.7

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TECHNICAL SERVICE AGREEMENT

SIFY SITECONNECT™: DOMESTIC LAYER 2 MPLS VPN SERVICES This AGREEMENT (“Agreement”), is entered into this ----------------------------- by and between the following parties:

Parties:

Customer Name Sify Technologies Ltd.

OFFFICE ADDRESS: OFFICE ADDRESS:

XXXXXXXXXXX Sify Technologies Ltd. II Floor, Tidel Park XXXXXXX 4 Canal Bank Road XXXXXXX Taramani, Chennai –600113

W I T N E S S E T H: WHEREAS, Sify provides access to the domestic Layer 2 MPLS VPN services through Sify’s robust backbone network and customer desires to purchase such services from Sify. Sify, either directly or through its affiliates, will agree to provide layer 2 VPN (domestic) services via an access circuit from Sify’s Access Node(s). The capacity, facilities, and technical specifications of the Service are set forth in Sify's Technical Service Agreement. The Service shall be offered on a 24-hour per day basis, 7 days a week. 1. SITECONNECT™– FACILITIES

Subject to the availability of capacity, Sify will provision Layer 2 MPLS VPN connectivity through the domestic network of Sify’ and specifications as mentioned below:

S. No.

Location

Bandwidth (Kbps) per CoS

Service Description

Last Mile in India

Diamond Gold Bronze Total Bandwidth / Type (LL, BB)

SiteConnectTM Layer 2 Primary:

MPLS VPN Secondary

SiteConnectTM Layer 2 Primary:

MPLS VPN Secondary:

SiteConnectTM Layer 2 Primary:

MPLS VPN Secondary:

SiteConnectTM Layer 2 Primary:

MPLS VPN Secondary:

2. Service date: (To be taken from IR)

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Acronyms List

Acronym

Meaning

QRC Quarterly recurring Cost

NRC Non Recurring Cost

IR Installation Report

CoS Class of Service

MPLS Multi Protocol Label Switching

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TECHNICAL SERVICE AGREEMENT

SIFY SITECONNECT™: DOMESTIC LAYER 2 MPLS VPN SERVICES 1. Network Monitoring

Sify has a 24x7-support central helpdesk at Chennai, (Sify response time details are defined in Annexure 1) which will provide round-the-clock monitoring, fault reporting and maintenance action of the Sify Network. The helpdesk can be reached by any one of the following modes:

Telephone 1800 419 2929 / 044-66022400

E-mail helpdesk@sifycorp.com

Support Portal http://ioninx.sify.net/ioni/index.php

2. Availability

The Availability between any two-backbone routers across Sify’s network, (excluding unavailability due to scheduled maintenance) will be defined as-

Availability (in %) = (Total no of Hours in a Quarter – Total Outage Hours in a Quarter) x 100%

(Total No of Hours in a billing quarter)

Service Availability is defined as the uptime of the service provisioning ports of Sify POPs involved in the customers VPN configuration over a billing cycle period.

Sify SLA terms for Availability are defined in Annexure 2 - Section 1a.

3. Packet Loss

3.1 Sify’s target objective for packet loss across the domestic network of Sify is measured on an average of 5 minute samples of ten (10) ICMP probes of hundred (100) bytes each,.

Packet Loss measurement is calculated as an average round-trip packet loss for transmissions between any two-customer provisioned ports on the domestic network of Sify over a billing quarter that will not exceed the committed values

3.2 Sify-confirmed packet loss is the measurement of packet loss attributable to the domestic network of Sify,

i.e., from the backbone router of the specified Sify PoP in India to the other specified Sify PoP in India on Sify’s domestic network. Sify will not be responsible for packet loss due to congestion on the customer access link.

3.3 Sify will work with the customer to reduce packet loss exceeding the target objective, provided that:

- A trouble ticket is filed with Sify - Customer provides Sify with applicable packet loss statistics - Sify can confirm that it has control over the network resources it believes are causing the packet

loss. - If insufficient information is provided, Sify reserves the right to close the trouble ticket without

further investigation

3.4 Sify will use its best commercial efforts to resolve service problems with customer after the trouble ticket is filed with Sify’s Helpdesk within eight (8) hours after the particular incident of service degradation or service outage occurs. Sify will examine its own packet loss data, and will provide applicable diagnostics to customer as part of the trouble ticket resolution process.

Sify SLA terms for packet loss are defined in Annexure 2 - Section 1b.

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4. Latency

Round trip delay will be measured by computing the average round trip delay for ten (10) ICMP pings of hundred (100) bytes each (ICMP pings are only sent subsequent to an acknowledgment being received for the previous ping).

Latency measurement is calculated as an average latency between any two-backbone routers on the domestic network of Sify over a billing quarter that will not exceed the committed values.

Sify SLA terms for latency are defined in Annexure 2 - Section 1c.

IN WITNESS WHEREOF, the Parties have caused this Agreement (including the enclosures) to be executed by a duly authorized officer in duplicate as of the date first above written. Enclosures:

- Annexure 1: Support and Response times - Annexure 2: Service Level Agreement Terms - Annexure 3: SLA inclusive Lastmile - Annexure 4: Service Outage Credits -

Sify Technologies Ltd. < Customer Name > Signature: _______________________________ Signature: ______________________________ Printed Name: ---------------------------- Printed Name: ---------------------------- Title: ------------------------------ Title: ----------------------------- SiteConnect L2 MPLS Version 1.7

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Annexure 1

Support & Response Times

S. No.

Customer location

Service-Level

Criticality

Agreement

Priority 1 Priority 2 Priority 3

1 All PoP Locations Service hours

24 x 7 24 x 7 24 x 7

Response Time < 30 min < 30 min < 30 min

Definitions: Response Time: The time within which Sify guarantees to start the Remote troubleshooting in the event

1. of problem(s) in customer network and the TAC being logged in.

2. Priority Priority 1: The entire network is down affecting all users Priority 2: A part of the network is experiencing problems affecting only limited users Priority 3: The problem has minimal impact on day-to-day work. Troubleshooting scheduled on a

manually agreed timeframe

Table A1 – Sify’s Tier 1 PoP Location

S. No.

Location

Facility ID

1 CALCUTTA WB-CCU-Landsd

2 AHMEDABAD GJ-AMD-Atmahu

3 AHMEDABAD GJ-AMD-Srstwr

4 MUMBAI MH-BOM-Pbdevi

5 MUMBAI MH-BOM-Vashi

6 PUNE MH-PUNE-Aurora

7 PUNE MH-PUNE-GdrCtl

8 MUMBAI MH-BOM-Entpis

9 CHANDIGARH CH-CDG-Chndigarh

10 DELHI DL-DLI-Himhou

11 DELHI DL-DLI-Okhla

12 LUDHIANA PB-LDH-POP

13 GURGAON HR-GGN-POP

14 LUCKNOW UP-LKO-POP

15 HYDERABAD AP-HYB-Jayman

16 HYDERABAD AP-HYB-Mayfar

17 BANGALORE KA-BLR-Jayngr

18 BANGALORE KA-BLR-Vntngr

19 BANGALORE KA-BLR-IDC

20 COCHIN KL-CHTX-Lndmrk

21 CHENNAI TN-MAS-TDL

22 CHENNAI TN-MAS-VEL

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Table A2– Sify’s Tier 2 PoP Location

S. No.

Region

Location

1 West AURANGABAD

2 West BHOPAL

3 East BHUBANESWAR

4 South-KL CALICUT

5 South-KL COCHIN

6 South-TN COIMBATORE

7 East GUWAHATI

8 West INDORE

9 North JAIPUR

10 West JAMNAGAR

11 East JAMSHEDPUR

12 South-AP KAKINADA

13 North KANPUR

14 South-TN MADURAI

15 South-KA MANGALORE

16 West NAGPUR

17 West NASIK

18 West PANAJI

19 East PATNA

20 South-TN PONDICHERRY

21 West RAJKOT

22 West SURAT

23 South-TN TIRUCHCHIRAPALI

24 South-KL TRIVANDRUM

25 West VADODARA

26 North VARANASI

27 South-AP VIJAYAWADA

28 South-AP VISHAKAPATNAM

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Table A3– Sify’s Tier3 PoP Location

S. No

Region

Location

1 South-AP ADILABAD

2 East AGARTALA

3 North AGRA

4 West AHMEDNAGAR

5 West AKOLA

6 North ALLAHABAD

7 North AMRITSAR

8 North AMRITSAR

9 West ANAND

10 West ANKLESHWAR

11 South-TN ARAKKONAM

12 South-KA BANGALORE

13 North BARABANKI

14 North BAREILLY

15 East BASIRHAT

16 North BASTI

17 North BEAWAR

18 South-KA BELGAUM

19 South-KA BELLARY

20 West BHILAI

21 West BOISAR

22 East BOKARO

23 North BROUTIWALA

24 North BULANDSHAHR

25 East CALCUTTA

26 South-KA CHAMARAJANAGAR

27 West CHANDRAPUR

28 South-TN CUDDALORE

29 South-TN CUDDAPAH

30 West DADRA

31 North DEHRADUN

32 South-KA DHARWAR

33 South-TN ERODE

34 North FARIDABAD

35 North FIROZABAD

36 West GANDHINAGAR

37 North GONDA

38 North GORAKHPUR

39 South-AP GULBARGA

40 West GWALIOR

41 East HALDIA

42 North HAPUR

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43 North HARDOI

44 North HARIDWAR

45 South-KA HASSAN

46 North HISAR

47 South-KA HOSDURGA

48 North HOSHIARPUR

49 South-KA HOSPET

50 South-KA HOSUR

51 South-KA HUBLI

52 West JABALPUR

53 North JALALABAD

54 North JALANDHAR

55 North JALANDHAR

56 West JALGAON

57 West JALNA

58 North JAMMU

59 North JODHPUR

60 North KAITHAL

61 South-TN KANCHIPURAM

62 South-KL KANNUR

63 West KARAD

64 North KARNAL

65 East KOHIMA

66 West KOLHAPUR

67 North KOTA

68 South-KL KOTTAYAM

69 South-KA MADIKERI

70 North MEERUT

71 West MHENSA

72 North MOGA

73 North MORADABAD

74 West MORAIYA

75 West MUMBAI

76 West MUMBAI

77 West MUMBAI

78 North MUZAFFARNAGAR

79 South-KA MYSORE

80 West NADIAD

81 West NAGPUR

82 West NANDED

83 West PARBHANI

84 North PATIALA

85 South-KL PIRAVOM

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86 South-KL QUILON

87 North RAI BARIELLY

88 West RAIPUR

89 East RANCHI

90 South-TN RANIPPETTAI

91 North RISHIKESH

92 South-TN SALEM

93 West SANGLI

94 West SATARA

95 East SHILLONG

96 North SHIMLA

97 South-KA SHIMOGA

98 North SIKAR

99 East SILIGURI

100 East SILIGURI

101 South-TN SIVAKASI

102 North SRIGANGANAGAR

103 North SRINAGAR

104 South-KL THIRUVALLA

105 South-KA TIPTUR

106 South-TN TIRUPATI

107 South-TN TIRUPPUR

108 South-TN TIRUVANNAMALAI

109 South-KL TRICHUR

110 South-KA TUMKUR

111 North UDAIPUR

112 South-KA UDUPI

113 West VAPI

114 West VAPI

115 South-TN VELLORE

116 South-KA VIRAJPET

117 South-AP WARANGAL

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Annexure 2

Service Level Agreement Terms

This section details the available Service Level Agreements for a customer requesting Sify’s SiteConnectTM Layer 2 MPLS VPN service across the domestic network infrastructure of Sify. The SLA’s mentioned below are valid from Sify’s Tier 1, Tier 2 & Tier 3 PoP locations where the end customer last mile access circuits will interface with Sify’s MPLS network.

1. Service Level Agreements

Sify guarantees its network performance for parameters of Availability, Packet Loss and Latency as defined below. The governing regime for the guaranteed network performance parameters extends from the router port at Sify’s Point of Presence in India closest to the customer premise, up until the router port at Sify’s Point of Presence in India closest to the customer premise unless explicitly mentioned. The network topology can only be point-to-point between any two given locations.

a. Service Availability

Sify guarantees Service Availability per billing quarter across the domestic network of Sify in accordance with the table below.

Table A4 Guaranteed

Guaranteed Availability Guaranteed

Description

Availability Availability

Tier 2 PoP Locations

Tier 1 PoP Locations Tier 3 PoP Locations

Service Availability excluding

Local Access > 99.99% > 99.96% > 99.8%

(As depicted in Diagram A1)

Diagram A1 Service Availability

Sify’s Domestic

MPLS Network

Customer Sify PoP Sify PoP Customer

Premise Premise

City B

City A

India India

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b. Packet Loss

Sify guarantees average round-trip packet loss for transmissions between any two Sify POP across the domestic network of Sify in accordance with the parameters identified in the table below for the selected class of service.

Table A5

CoS

Packet Loss

Tier 1 Tier 2 Tier 3

Diamond < 0.1 % < 0.5 % < 1.0 %

Gold < 0.5 % < 1.0 % < 1.5 %

Bronze < 1.0 % NA NA

Note: Any customer facing VPN port on the Sify domestic cloud can only be of a single CoS and not a combination of the 3 CoS.

c. Latency

Sify guarantees Latency for IP traffic across the domestic network of Sify for specified regions as

below. Table A6

Maximum Average Latencies

Intra India (Intra Tier 1 PoP locations as per Table A1) 65 msec

Intra India(Tier 1 POP locations to Tier 2 POP locations) 96 msec

Intra India (Tier 1 POP locations to Tier 3 POP locations) 105 msec

Intra India (Intra Tier 2 PoP locations as per Table A2) 120 msec

Intra India (Tier 2 POP locations to Tier 3 POP locations) 115 msec

Intra India (Intra Tier 3 PoP locations as per Table A3) 200 msec

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Annexure 3 SLA inclusive of Last miles

Note:

1) CE-to-CE Service availability values cannot be measured in the existing layer 2 service link. An additional Management (layer 3) circuit has to be created alongside the layer 2 service on the same last mile for each VPN port upon which probing and SNMP polling are done. Sify cannot commit nor report CE-CE SLA parameters if the Management circuit cannot be created.

2) The SLA commitments on Service Availability mentioned below are subject to a maximum of 75% utilization

on the Local Access. Section B1 - Service Level Agreement including Local Loop Circuits in Tier 1 PoP Locations

Table A7

S. No.

Primary

Secondary**

Uptime

Commitments

Leased line (from SP1) terminating Leased line (from SP2) terminating on Sify > 99.93%

1. on Sify PoP1 PoP2

(As depicted in Diagram A2) (As depicted in Diagram A2)*

Leased line (from SP1) terminating Leased line (from SP2) terminating on Sify > 99.5%

2. on Sify PoP1 PoP1

(As depicted in Diagram A3) (As depicted in Diagram A3)

3. Wireless Broadband

> 99.5%**

(As depicted in Diagram A4)

*Option of using the secondary last mile as active or backup is the choice of the customer but Sify always sees them as two active links. ** This is subject availability of Power at installation location, access to CPE and force majeure

Diagram A2 Diagram A3

Sify PoP-1

City A

Primary LL

(SP1) Primary LL

Sify (SP1)

Sify

Network

Secondary (SP2) Sify PoP

Secondary (SP2) City A

(LL/BB)

(LL/BB)

Sify PoP-2

City A

Diagram A4

Sify Network

Sify PoP City A

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Section B2- Service Level Agreement including Local Loop Circuits in Tier 2 PoP locations

Table A8

S. No.

Primary

Secondary*

Uptime

Commitments

Leased line (from SP1) terminating Leased line (from SP2) terminating on Sify > 99.5%

1. on Sify PoP PoP

(As depicted in Diagram A6) (As depicted in Diagram A6)*

2. Wireless Broadband > 99.5%**

(As depicted in Diagram A7)

* Option of using the secondary last mile as active or backup is the choice of the customer but Sify always sees them as two active links. ** This is subject availability of Power at installation location, access to CPE and force majeure

Diagram A6 Diagram A7

Primary LL

(SP1)

Sify Sify

Network Network

Sify PoP

Secondary (SP2) City A Sify PoP

(LL/BB) City A

Section B3- Service Level Agreement including Local Loop Circuits in Tier 3 PoP locations

Table A9

S. No.

Primary

Secondary

Uptime

Commitments

1.

Wireless Broadband > 99.5%*

(As depicted in Diagram A9)

* This is subject availability of Power at installation location, access to CPE and force majeure

Diagram A9

Sify Network

Sify PoP City A

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Section B4- Service Level Agreement for Latencies in the last miles

Diagram A10

Latency

for half

Sify’s Domestic MPLS Network

PE A PE B CPE A CPE B

Table A10

Latency for one half as depicted

S. No.

Last mile type

in diagram A10

1. Wireless Ethernet 30 msec

2 2Mbps TDM Leased line 20 msec

3 Metro Ethernet 10 msec

Note : CE to CE latency has to be cumulative of POP to POP latency and dual last mile latencies These commitments are valid only if the load of the last mile is under 75%.

Section B5- Service level Agreement for Packet loss for Last miles is guaranteed at ≤ 0.1% Note : Packet loss commitments are valid only if the load of the last mile is under 75%.

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Annexure 4 1. Service Outage Credits a. Service Availability

Commitment: Sify guarantees Service Availability per business quarter in accordance with the Annexure 2 - Table A4. Service Availability is calculated based on outage duration of reported events (TAC raised with Sify Central Helpdesk) , as documented in trouble tickets. This is not a proactive measure or an automatic credit and is not reported online on the enterprise Customer support portal (http://support.sify.net).

Credit: If the availability of the Service falls below the target availability for a quarter by one percent (1%), then a service credit of one percent (1%) of the monthly access charge (monthly recurring charge is computed by dividing the Annual Recurring Charge by twelve) will be granted, subject to a maximum of five percent (5%) of the monthly recurring charge

b. Packet Loss

Commitment: Sify guarantees average (in a quarter ) round-trip packet loss for transmissions between Sify’s any two POP on the domestic network of Sify in accordance with the parameters identified in the Annexure 2 - Table A5 for the selected class of service.

Credit: Sify will credit the Customer maximum 1% of the QRC for affected ports, if the actual Quarterly average round-trip packet loss for one or more of the network transmissions exceeds the set out parameters.

c. Latency

Commitment: Sify guarantees average (in a quarter ) roundtrip latency on the domestic network of Sify of no more than the latency figures in the Annexure 2 - Table A6.

Credit: Sify will credit the Customer maximum 1% of the QRC for the affected port(s) if the actual Quarterly average roundtrip latency of the Service exceeds the set out parameters.

Note : The aggregated service credit will be maximum 5% of QRC to the Customer.

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2. General terms

a) SLA credits are calculated on quarterly basis only based on TAC raised by the Customer with Sify ,after

deduction of all discounts and other special pricing arrangements, and are not applied to governmental fees, taxes, surcharges and similar additional charges.

b) If an incident affects the performance of the Service and results in a period of Network Unavailability and/or or a period of Service Unavailability, entitling Customer to one or more credits under different SLA parameters, only the single highest credit applying in respect of that incident will be applied.

c) As a condition of entitlement to SLA credits, Customer shall cooperate with Sify in addressing any reported Service problems.

d) SLA credits are applied only upon Customer’s written request, which must be submitted within 45 business days of the end of the quarter in which entitlement to an SLA credit arose.

e) All approved SLA credits claimed by Customer for a given quarter will be totaled and applied to Customer’s next following invoice for the Service, or as promptly thereafter as is practical in the event of a dispute.

f) No SLAs apply to newly installed services or to Service reconfigurations requested by Customer, until five business days after (i) the Service Commencement Date or (ii) completion of the Service reconfiguration, as applicable.

g) SLA credits provided for in these terms and conditions are Customer’s exclusive remedy with respect to items covered in these terms and conditions.

3. Exclusions

No SLA credit shall apply to the failure of the Service to comply with an SLA, or to any period of Network or Service Unavailability, caused, in whole or part, by any of the following:

a) A failure of Customer’s premises equipment or equipment of a Customer’s vendor. b) A failure in local access facilities connecting the Customer to Sify’s network, which are not provided by Sify. c) Any act or omission of Customer or any third party (including but not limited to, Customer’s agents,

contractors or vendors), including, but not limited to failing to provide Sify adequate access to facilities for testing, failing to provide access to Customer premises as reasonably required by Sify (or its agents) to enable Sify to comply with its obligations regarding the Service, failing to take any remedial action in relation to a Service as recommended by Sify, or otherwise preventing Sify from doing so, or any act or omission which causes Sify to be unable to meet any of the SLA’s.

d) Customer’s negligence or willful misconduct, which may include Customer’s failure to follow agreed-upon procedures.

e) Any scheduled maintenance periods when Customer has been informed of such maintenance; or disconnection or suspension of the Service by Sify pursuant to a right to do so under the Master Agreement or these terms and conditions.

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