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DocuSign Envelope ID:A8E51 BF8-6EBC-4632-A21 F-FE02EF5B133D <br /> openbroadband <br /> For phone service we recommend several VoIP options that include an ATA (analog telephone <br /> adapter)that connects to our internet service. Service is less than$20/month/line. Other solutions <br /> such as magicJack offer a full year of VoIP service for$35. <br /> Rather than provide our own video and VoIP services we simply point customers to these <br /> commercially available offerings which work well with our broadband service. <br /> Customer Support <br /> Through our relationship with the City of Wilson, the 24x7x365 Call Center at Greenlight <br /> supports 80% calls answered within 30 seconds. Users may also submit support requests <br /> 24x7x365 via the website. Some service requests can be resolved in a self-service manner by the <br /> FAQs, others within minutes over the phone with the call center agent. Other service requests <br /> may require on-site support(e.g. storm damage) and thus longer repair times including next <br /> business day. <br /> We strive to provide superior customer service, and are offering SLAB to businesses and anchor <br /> institutions as described in the next section. Storm damage, downed trees, lightning damage, etc. <br /> will result in longer times to repair. Our overall approach to meet or beat the SLAB offered by the <br /> major ISPs in the metro areas (Spectrum, CenturyLink, AT&T, etc.). <br /> Business and anchor institutions (government, schools, etc.)will receive priority restoration <br /> service. These customers have active monitoring and proactive identifications of outages, <br /> enabling Open Broadband to addresses issues even prior to the customer becoming aware they <br /> have an issue. We offer these groups an SLA of 99.95% service availability, with the ability to <br /> receive service credits if we are unable to perform (excepting Acts of God events). These <br /> groups will also receive out-of-business-hours on-site support per our agreements with our <br /> local maintenance crews. <br /> Residential customers have the 24x7 support previously described, and we will make best <br /> efforts to resolve troubles as fast as possible. While individual homes are not proactively <br /> monitored or include SLAB, the network as a whole is proactively monitored by Open <br /> Broadband engineering support. We will take action on service issues as identified through our <br /> network alarming,prior to any user trouble submission. <br /> The Call Center is staffed 24x7x365, and all customers (SLA and non) call into this center. All <br /> calls are immediately handled according to the nature of the trouble and the call center agent's <br /> ability to resolve it over the phone. All calls not resolved by the agent are dispatched to either <br /> Open Broadband Engineering, or our on-site maintenance crews. Normal hours of operation of <br /> these groups is Monday through Friday from 8 am—5 pm, with the exception of Tier 1 and Tier <br /> 2 clients identified below. <br /> Open Broadband,LLC I PO Box 723.Waxhaw,NC 28173 1 704-237-0102 <br /> www.openbb.net <br />