1. © 2015 CenturyLink, Inc. All Rights Reserved. Wholesale Service Management Repair Guidelines 1 CenturyLink Operational Information-For use by CenturyLink Employees and direct CenturyLink Wholesale Customers only. This is a guide for operation and does not constitute a Service Level Agreement or commitment to provide service on a specified date. The information contained herein does not constitute an offer by CenturyLink to provide services, equipment and/or materials. Any such services shall be provided only upon execution of and subject to the terms and conditions of a fully negotiated Wholesale Services Agreement (including any referenced attachments or exhibits) and /or other agreement between CenturyLink and Customer, if any. In no event shall any omission or generality in this document give rise to a binding obligation between the parties. All such terms are subject to negotiations until all terms and conditions are agreed to and incorporated into a final agreement. Copyright © CenturyLink. All Rights Reserved. Unpublished and Confidential Property of CenturyLink.

2. © 2015 CenturyLink, Inc. All Rights Reserved. Wholesale Service Management Engagement Guidelines Service Manager (SM) will verify that customer has opened ticket with appropriate repair group SM will verify if customer is down hard SM will verify if customer has escalated ticket with the repair team SM will review ticket and confirm issue/outage type, location of circuit, customer’s site access availability, latest status of issue/outage SM will follow established Network Repair Escalation Process and will engage Supervisor/Manager/Director as appropriate Escalation requests will be dependent on last meaningful work action/status Escalations will be requested at 1.5 hour intervals (Escalations on higher bandwidth products may be sooner than this timeframe) Wholesale Service Management will engage after customer requests SM assistance after the ticket has been open for the times listed below: Below is a chart of Objectives and actual Wholesale Repair results for month of November Please note that this does not include DS0, POTS or UNE services 2 SM Engagement Guidelines Local RepairNational Repair TSP/911Non- TSP TSP/911Non-TSP DS1 ASAP6 HRSASAP10 HRS DS3 ASAP4 HRSASAP8 HRS OCN (OC3& OC12) ASAP4 HRSASAP8 HRS OCN (OC48 & Above) ASAP2 HRSASAP2 HRS ETH (<100 Meg) ASAP4 HRSASAP8 HRS ETH (>100 Meg) ASAP2 HRSASAP2 HRS Waves ASAP2 HRSASAP2 HRS Dedicated Voice ASAP10HRS TypeMetricObjective NationalMTTR - DS1<8.0 Hours NationalMTTR - DS3<6.0 Hours NationalMTTR - OCN<6.0 Hours NationalMTTR - Ethernet<6.0 Hours TypeMetricObjective Local QCMTTR - DS1<5.0 Hours Local QCMTTR - DS3<4.0 Hours Local QCMTTR - OCN<4.0 Hours Local QCMTTR - Ethernet<4.0 Hours TypeMetricObjective Local CTLMTTR - DS1<5.0 Hours Local CTLMTTR - DS3<4.0 Hours Local CTLMTTR - OCN<4.0 Hours Local CTLMTTR - Ethernet<4.0 Hours

3. © 2015 CenturyLink, Inc. All Rights Reserved. 3 National Repair Center Timeline Product (National)0 – 8 Hours+1.5 Hours DS1 (All DS1 including IP/IQ, Private Line and Voice) Ticket Opened and assigned to a tech to do Initial troubleshooting. Tech isolates trouble to CenturyLink Network or to Service Provider and ticket is dispatched to proper team for resolution Updates provided by the proper team and relayed to customer; including trouble isolation and Estimated Time of Restoral If Service is not restored updates will be provided to advise on status of repair Dedicated Voice (National) Ticket Opened and assigned to a tech to do Initial troubleshooting. Tech isolates trouble to CenturyLink Network or to Service Provider and ticket is dispatched to proper team for resolution Updates provided by the proper team and relayed to customer; including trouble isolation and Estimated Time of Restoral If Service is not restored updates will be provided to advise on status of repair Product0 – 6 Hours+1.5 Hours DS3 (All DS3 including IP/IQ & Private Line ) Ticket Opened and assigned to a tech to do Initial troubleshooting. Tech isolates trouble to CenturyLink Network or to Service Provider and ticket is dispatched to proper team for resolution Updates provided by the proper team and relayed to customer; including trouble isolation and Estimated Time of Restoral If Service is not restored updates will be provided to advise on status of repair OC3/OC12 & ETHERNET <100M (including IP/IQ & Private Line ) Ticket Opened and assigned to a tech to do Initial troubleshooting. Tech isolates trouble to CenturyLink Network or to Service Provider and ticket is dispatched to proper team for resolution Updates provided by the proper team and relayed to customer; including trouble isolation and Estimated Time of Restoral If Service is not restored updates will be provided to advise on status of repair Product0 – 2 Hours+1.5 Hours OC48 & Above /WAVE/ETHERNET >100M (including IP/IQ & Private Line ) Ticket Opened and assigned to a tech to do Initial troubleshooting. Tech isolates trouble to CenturyLink Network or to Service Provider and ticket is dispatched to proper team for resolution Updates provided by the proper team and relayed to customer; including trouble isolation and Estimated Time of Restoral If Service is not restored updates will be provided to advise on status of repair Escalation Process (In order to escalate to the next level, the previous level escalation must have already been requested and approved) If no update ticket can be escalated by customer to 1 st level If no update or Services are still down ticket can be escalated by customer to 2nd level If no update or Services are still down ticket can be escalated by customer to 3rd level If no update or Services are still down ticket can be escalated by customer to 4th level

4. © 2015 CenturyLink, Inc. All Rights Reserved. 4 Local Repair Center Timeline Product0 – 5 Hours+1.5 Hours DS1 Ticket Opened and assigned to a tech to do initial trouble- shooting. Ticket is dispatched to appropriate team for resolution Updates provided by the proper team and relayed to customer; including trouble isolation and Estimated Time of Restoral If Service is not restored updates will be provided to advise on status of repair DS3 Ticket Opened and assigned to a tech to do Initial troubleshooting. Tech isolates trouble to CenturyLink Network or to Service Provider and ticket is dispatched to proper team for resolution Updates provided by the proper team and relayed to customer; including trouble isolation and Estimated Time of Restoral If Service is not restored updates will be provided to advise on status of repair OC3/OC12 & ETHERNET <100M Ticket Opened and assigned to a tech to do Initial troubleshooting. Tech isolates trouble to CenturyLink Network or to Service Provider and ticket is dispatched to proper team for resolution Updates provided by the proper team and relayed to customer; including trouble isolation and Estimated Time of Restoral If Service is not restored updates will be provided to advise on status of repair Product0 – 2 Hours+1.5 Hours OC48 & Above & Ethernet > 100M Ticket Opened and assigned to a tech to do Initial troubleshooting. Tech isolates trouble to CenturyLink Network or to Service Provider and ticket is dispatched to proper team for resolution Updates provided by the proper team and relayed to customer; including trouble isolation and Estimated Time of Restoral If Service is not restored updates will be provided to advise on status of repair Escalation Process (In order to escalate to the next level, the previous level escalation must have already been requested and approved) If no update ticket can be escalated by customer to 1 st level If no update or Services are still down ticket can be escalated by customer to 2nd level If no update or Services are still down ticket can be escalated by customer to 3rd level If no update or Services are still down ticket can be escalated by customer to 4th level