Service Level Agreement – Corporate Services

1. Uptime Guarantee – 99.95%:

1.1 Nova Broadband aims to provide Service availability of 99.95% or better. If downtime in any one
month exceed 0.05% of that month, Nova Broadband will be liable to credit the account of the
Customer with a penalty charge equivalent to two days’ Service fee.
1.2 Penalty charges will be credited to the Customer’s account on the next billing month. Calculation of
penalty charges will be performed by Nova Broadband based on records from our NOC.

2. Network Latency/Jitter <= 30ms:

2.1 Nova Broadband aims to provide a maximum average network latency from the CPE to INEX of
30ms. This latency is calculated by sending ping packets from the Nova NOC to the Customer’s CPE and
recording the response times.

2.2 Nova Broadband aims to provide a maximum average network jitter from the CPE to INEX of 30ms.
This jitter is calculated by sending ping packets from the Nova NOC to the Customer’s CPE and
recording the response times.

2.3 If one or both of the latency or jitter figures exceeds their above specified values, Nova Broadband
will be liable to credit the account of the Customer with a penalty charge equivalent to two days’
Service fee.

3. Response Times, Fix Times & Customer Updates

3.1 For faults resulting in a total loss of service, Nova Broadband aims to provide a Response-Time
of 1 business hour and a Fix Time of 4 business hours and customer updates every hour as requested.
For faults requiring on-site or external work/rigging, Nova Broadband will make a decision to dispatch a
maintenance crew within 2 hours of an outage occurring and will aim to have a crew on-site as soon as
is possible, subject to safe working conditions, e.g. weather, light, etc. and subject to site access
procedures.

3.2 For faults resulting in a degradation of service with some connectivity in place, Nova Broadband
aims to provide a Response-Time of 2 hours, a Fix Time of 12 hours and customer updates every 4
hours as requested, subject to the same on-site conditions in 3.1 above.

3.3 Customer-owned network plant is excluded from SLA parameters.

4. Planned Maintenance Work

4.1 The Nova network is constantly being upgraded and improved, however, we make huge efforts at
all times not to affect our customers’ services during these activities. As such any planned maintenance
work on SLA-carrying parts of the network is generally carried out during the Planned Maintenance
Window (12am – 8am) and is always kept to an absolute minimum. Planned maintenance work is not
included in downtime calculations.

5. Emergency Maintenance Work

5.1 From time to time, there may be occasions where emergency maintenance work needs to be
carried out for the integrity of the network. Emergency maintenance is not included in downtime
calculations and we endeavour to give as much notice to the Customer as is reasonably possible.

6. Amendments to SLA / Contract

6.1 Nova Broadband reserves the right to amend this SLA from time to time with amendments
published at www.novabroadband.ie/terms. This SLA is governed by the service contract and terms and
conditions for connectivity services, available at www.novabroadband.ie/terms.