1.

SERVICE LEVEL AGREEMENT (SLA)

1. Network Performance

1.1 Network Latency and Packet Loss

The average latency of the Vodafone network will not exceed 30 milliseconds round-trip, while
the average latency of Vodafone international links will not exceed 140 milliseconds round-trip,
also the average monthly Packet loss of the Vodafone network will not exceed 0.5 %.

1.2 Network Latency and Packet Loss Measurement

Network Latency defined as the average time in milliseconds, from a specific origin to a specific
destination within Vodafone MPLS network, under normal operating conditions and during a specific
period of a calendar month for a diagnostic packet to transit Vodafone Backbone Network and return.

International Transit Delay is defined as the average time in milliseconds, from a specific Vodafone
international gateway to first hob on the provider's international link, under normal operating
conditions, for a diagnostic packet to transit Vodafone international link and return.
.
For Packet delivery, an averaging sample measurement will be taken during a calendar month between
POPs. Each month’s network performance statistics related to delivery guarantees will be sent to the
“The Second Party” SPOC (Single Point Of Contract), and credits will be made if failure to meet a network
packet delivery exits. Vodafone will acknowledge related claims from “The Second Party” for any month
within a maximum period of 15 days from the beginning of the next month.

1.3 Remedies for Latency and Packet Loss

For any Latency or packet loss more than the defined values Vodafone will credit “The Second Party”
with 4% of the monthly fees.
All service credits will be calculated on monthly bases upon customer request, and a credit note for the
summation of the calculated value will be issued to the customer according to his billing cycle
(quarterly, bi yearly, …etc).

2. Service performance

2.1 Availability:
Vodafone managed Network Service guarantees the availability of Vodafone service of at least
99.9% Uptime.

2.2 Network Availability Measurement

Unavailability of the Vodafone network is measured over a calendar month and is based on a total
downtime incurred by “The Second Party”. Network Unavailability will exist when:
(i) “The Second Party” is unable to transmit and receive data and Vodafone records such failure
on a particular circuit in the (Trouble Ticket System) TTS.
(ii) Vodafone continuously records such a failure in its (Trouble Ticket System) TTS until
Vodafone confirms that the affected service is restored.
 2.3 Remedies for Network Un-Availability

As a commitment from Vodafone to guarantee the above service levels, in the unlikely case of not
meeting such targets, Vodafone will credit “The Second Party” ’s account to compensate for the
service degradation unless it is due to misuse by “The Second Party” or any circumstances beyond
Vodafone control.

Monthly Network Availability Remedies as % of Monthly Fees

Less than 99.90 % equivalent to down time 5%
between 43 Min and 130 Min per month
Less than 99.70 % equivalent to down time 10 %
between 130 Min and 300 Min per month
Less than 99.30 % equivalent to down time more 20 %
than 300 Min per month

All service credits will be calculated on monthly bases upon customer request, and a credit note for the
summation of the calculated values will be issued to the customer according to his billing cycle
(quarterly, bi yearly, …etc).

3 Customer Care Performance and Procedures

“The Second Party” has the full right to claim any of Vodafone service degradation that is identified
clearly in the previous section, unless “The Second Party” was responsible for providing the local
loop (Telecom Egypt E1) or any other H/W equipment (routers).
Unless for outages due to the following conditions:
1. Outages due to scheduled maintenance* during the standard maintenance windows provided
such outages are included in 2 working days prior notice via Maintenance Report.
2. Outages that falls within the customer H/W equipments (CPEs).
3. Outages that fall within Telecom Egypt local loops along with MSAN connections or specific
one off Telecom Egypt program activity. Vodafone Egypt will handle the local loop issues
within TE working hours and access permissions, From Sunday to Thursday (9:00 AM CLT to
4:00 CLT). After working hours and during weekends, any support issues related to the last
mile exchange or local loop issues will be handled as best effort.
4. In cases of point to point layer 2 connectivity through Telecom Egypt transmission (not going
through Vodafone MPLS network)
5. Outages and calculations due to local country practices, any national laws, customs ,or
regulations.
6. Outages and calculations due to causes beyond Vodafone control and causes due to incidents
of Force Majeure.
7. Outages and calculations due to unavailability of Customer personnel in order to determine
and/or isolate the problem. Any delay or failure caused by Customer’s applications or equipment.
 3.1 Fixed Service Support & escalation procedures

All problems will have to be directed to The First Party Single Point of Contact (SPOC) to open a
trouble ticket at the following telephone numbers or e-mail: noc@vodafone.com
Tel +202 25292822 from land line or 52822 from any Vodafone mobile number.

Escalate to Contacts

Max. Mean Max. Escalation

Response Time Mean Time
Fault Type Definition Name Title Email Mobile
(problem Restorati Starts
identification) on Time after

Critical Network 15 minutes 60 Eslam

Fixed Data
Fault Complete Minutes Essam-
1 Hour Support Sr. Eslam.Essam-AboElEla@vodafone.com +201004604703
Outage AboElEla
Engineer

Fixed Data
Heba
2 Hours Support Sr. heba.abdelfatah@vodafone.com +201005667708
AbdelFatah
Supervisor
Business
Amr Amin
4 Hours Solutions Amr.Amin-Mansour@vodafone.com +201005168717
Mansour
Manager
Business
Ahmed Zaki Solutions SR Ahmed.Zaki1@vodafone.com +201050000590
8 Hours Manager
Major Fault Degradation in 45 minutes 90 Eslam
Fixed Data
the network Minutes Essam- +201004604703
2 Hour Support Sr. Eslam.Essam-AboElEla@vodafone.com
performance AboElEla
Engineer

Fixed Data
Heba
4 Hours Support Sr. heba.abdelfatah@vodafone.com +201005667708
AbdelFatah
Supervisor
Business
Amr Amin
8 Hours Solutions Amr.Amin-Mansour@vodafone.com +201005168717
Mansour
Manager
Business
12 Hours Ahmed Zaki Solutions SR Ahmed.Zaki1@vodafone.com +201050000590
Manager
Minor Fault Request for 60 Minutes 120 Eslam
Fixed Data
information or Minutes Essam-
4 Hour Support Sr. Eslam.Essam-AboElEla@vodafone.com +201004604703
assistance with AboElEla
Engineer
no impact on
the network Fixed Data
performance. Heba
1 Day Support Sr. heba.abdelfatah@vodafone.com +201005667708
AbdelFatah
Supervisor

3.2 Wireless Solutions ( Pre-wimax and Microwave) Service Support & escalation procedures

All problems will have to be directed to The First Party Single Point of Contact (SPOC) to open a
trouble ticket at the following telephone numbers or e-mail: noc@vodafone.com
Tel +202 25292822, from land line or 52822 from any Vodafone mobile number.
 Escalate to Contacts
Max. Mean
Response Time Max. Mean Escalation
Fault (problem Restoration Time Time
Definition identification) Name Title Email Mobile
Type Starts
after
in Out in
Cairo Cairo Cairo Out Cairo
Critical Network Eslam
Fixed Data
Fault Complete Essam-
4 Hours Support Sr. Eslam.Essam-AboElEla@vodafone.com +201004604703
Outage AboElEla
Engineer

Fixed Data
Heba
4 6 Hours Support Sr. heba.abdelfatah@vodafone.com +201005667708
1 2 8 hours AbdelFatah
hours Supervisor
Hour hours (WH)
(WH) Business
Amr Amin
8 Hours Solutions Amr.Amin-Mansour@vodafone.com +201005168717
Mansour
Manager
Business
12 Hours Ahmed Zaki Solutions SR Ahmed.Zaki1@vodafone.com +201050000590
Manager
Major Degradation Eslam
Fixed Data
Fault in the Essam-
12 Hour Support Sr. Eslam.Essam-AboElEla@vodafone.com +201004604703
network AboElEla
Engineer
performance
12 Fixed Data
2 16 Heba
3 Hour hours 18 Hours Support Sr. heba.abdelfatah@vodafone.com +201005667708
Hours hours(WH) AbdelFatah
(WH) Supervisor

Business
Amr Amin
1 Day Solutions Amr.Amin-Mansour@vodafone.com +201005168717
Mansour
Manager
Minor Request for 1 1 Hour 2 2 Hours Eslam
Fixed Data
Fault information Hour hours Essam-
4 Hour Support Sr. Eslam.Essam-AboElEla@vodafone.com +201004604703
or assistance AboElEla
Engineer
with no
impact on Fixed Data
the network Heba
1 Day Support Sr. heba.abdelfatah@vodafone.com +201005667708
performance. AbdelFatah
Supervisor

3.3 Notification for Scheduled Maintenance

Vodafone will notify “The Second Party” 2working days in advance before performing scheduled maintenance
and/or any S/W and H/W upgrades that may affect the network operation.. Notice of scheduled maintenance
will be provided to “The Second Party” via the following e-mail.

3.4 Support-Single Point of Contact (SPOC)

Vodafone
E-mail: NOC@vodafone.com
Telephone: (+202) 2529 2822 Opt1
Vodafone Mobile: 52822 Opt 1