1 Service Description

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European Service Description

Verizon Direct Voice - European Service Description

Version (English): February 2012 Page 1 of 7

Printed 18.04.2011 15:50:00

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Service Description

1.1 Service Availability

Verizon Direct Voice is a direct connected service enabling both inbound and outbound calls depending on the Customer’s choice and availability, while benefiting from the superior quality of the Verizon Business’s all-digital fibre-optic Network.

Customer may use Verizon Business as single access provider for the connection to the Public Switch Telephony Network (“PSTN”) for the countries in table 1, except for the service in Austria.

Verizon Direct Voice Service is available in the following European countries:

AT BE CH CZ DE ES FR HU IR IT LU NL PL RO SE SK UK

Direct Voice Service X1 X X X X X X X X X X X X X X X X

Full National Coverage X X X X X X X X X X2 X X X3 X X X X

Table 1: European Direct Voice - Country and Coverage Availability Countries:

AT (Austria), BE (Belgium), CH (Switzerland), CZ (Czech Republic), DE (Germany), ES (Spain), FR (France), HU (Hungary), IR (Ireland), IT (Italy), LU (Luxembourg), NL (The Netherlands), PL (Poland), RO (Romania), SK (Slovakia), SE (Sweden), UK (United Kingdom)

1. AUSTRIA – Only outbound calls supported. 2. ITALY – Covering more than 70 districts/cities. 3. POLAND – Covering 15 provinces

1.2 Service Connection

The Customer’s Site(s) and Service(s) are either:

 On-Net. A Service is On-Net if the Customer Premise Equipment (“CPE”) is connected directly to the Verizon Network with no third party tail circuits required.

 Off-Net. A Service is Off-Net if the CPE is connected to the Verizon Network through third party tail circuit(s) or the Service is completely provided by a Verizon managed third party provider. The dimension of the Customer’s service connection will be agreed between the Customer and Verizon Business based on the customer traffic profiles.

The Customer Due Date (“CDD”) based on standard lead times is specified by Verizon Business once the Service Order has been accepted by Verizon Business and any Access Circuits have been ordered from a third party access provider. The typical lead-time is 6-8 weeks for third party circuits.

The Customer can request expedited installations prior the Customer Due Date as chargeable option. Such requests for expedited installations will be verified and have to be accepted by Verizon Business.

1.3 Signalling protocols and features

1.3.1 Signalling protocols

Verizon’s voice switches support both Euro-ISDN PRI and a wide variety of national signalling protocols to ensure connection and compatibility with both new and old Customer Premise Equipments (“CPE”).

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Verizon Direct Voice supports the following signalling protocols:

AT BE CH CZ DE ES FR HU IR IT LU NL PL RO SE SK UK

Euro ISDN PRI (30B +D) X X X X X X X X X X X X X X X X X

National Standards X1 X2 X3 X4

Table 2: European Direct Voice - Signalling Protocols Availability

1_{GERMANY – Q.SIG} 2_{SPAIN – Spanish PRI}

3_{FRANCE – Numeris VN4/VN6 and CAS} 4_{SWEDEN – P7/P8 (Swedish CAS)}

1.3.2 Euro ISDN PRI Features and Options

Verizon Direct Voice Service with Euro-ISDN PRI supports a wide range of network access features and options. Operating of these features also depend on proper feature support enabled in the Customer Premise Equipment (“CPE”) and 3rd party carrier networks used for call termination.

Verizon Direct Voice support following national ISDN PRI features options per country:

ISDN Service Feature AT BE CH CZ DE ES FR HU IR IT LU NL PL RO SE SK UK CLIP Main

Calling Line Identification Presentation - Main Number

X X X X X X X X X X X X X X X X X

CLIP Ext

CLIP - Extension Level X X X X X X X X X X X X X X X X X

CLIP NS1

CLIP - No Screening X

2

X2 X2 X2 X2 X2 X2 X2 X2 X2 X2

CLIR

Calling Line Identification Restriction

CLIR CC

CLIR - Customer Control X X X X X X X X X X X X X X X X X

COLP

Connected Line Identification

Presentation X X X X X X X X X X X X X X X X X

COLR

Connected Line Identification Restriction X X X X X X X X X X X X X X X X X DDI Direct Dialling In X X X X X X X X X X X X X X X X X AOC E/D Advice Of Charge End/During Connection X X X X X X MCID

Malicious Call Identification X X X X X X X X X X X X X X X X X

ECT

Explicit Call Transfer X X X X X X X X X X X

SUB

Sub Addressing X X X X X X X X X X X X X X X X X

UUS1

User to User Signalling Level 1

Table 3: European Direct Voice – ISDN PRI (30B+D) Features/Options Availability

1 _{CLIP No Screening – This feature enables the customer to transmit and present a customer specific CLI to the called party. The}

customer specific CLI is not verified by the network.

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1.4 Geographic Number Portability (“GNP”)

In all European countries where Verizon Business offers Direct Voice Services we can supply customer with new geographic numbers. However as Number Portability is supported in most countries customer can choose to keep his existing phone numbers or, if customer prefer, request new geographic numbers to the service.

AT BE CH CZ DE ES FR HU IR IT LU NL PL RO SE SK UK

Geographic Number

Portability (GNP) X X X X X X X1 X X2 X X X X X X X3

Table 4: European Direct Voice – Geographic Number Portability Availability 1

HUNGARY – GNP limited to Magyar Telekom, Invitel and GTS 2 _{ITALY – GNP limited to Telecom Italia, BT, Infracom and Colt}

3

UK – GNP limited to BT, C&W, Energis, NTL and Colt

1.5 Service Activation

1.5.1 Circuit Installation

Verizon Business has the full responsibility to install the circuit(s) at agreed demarcation point at the Customer site. The Customer is fully responsible for connecting customer equipment to Verizon’s demarcation point.

Verizon Business will inform the Customer about expected circuit delivery date and then also a notification letter will be provided as soon as the service is ready for use.

1.6 Service Quality and Call Types

For national calls and international calls, Verizon Business will always use uncompressed channels. International calls may be compressed by 3rd party carriers used for call termination.

Verizon Business supports uncompressed ISDN 64k Data calls to national and international destinations as stated in the price list ISDN Data.

Verizon Direct Voice Call Types supported per country: CALL TYPE AT BE CH CZ DE ES FR HU IR IT LU NL PL RO SE SK UK Geographic – Intl. x x x x x x x x x x x x x x x x x Geographic – Natl. x x x x x x x x x x x x x x x x x Geographic – Local x x x x x x x x x x x x x x x x x Mobile – Intl. x x x x x x x x x x x x x x x x x Mobile – Natl. x x x x x x x x x x x x x x x x x Non-Geographic Natl. x x x x1 x2 x x x x3 x x x x4 x5 x x

ISDN 64k Data – Intl. x x x x x x x x x x x x x x x x x

ISDN 64k Data – Natl. x x x x x x x x x x x x x x x x x

Emergency Calls x x x x x x x x x x x x x x x x

Table 5: European Direct Voice – Call Types Availability

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GERMANY – Internet Dial Up Services 0191-0194, only services hosted by Verizon Business are supported. Verizon Business supports calls to most of the offline billed services (012X, 118xy, 0900x, 0181-0189) and aims to offer the Customer the reachability of all numbers.

2_{SPAIN – Non-Geographic national calls supported as stated in the price list Non-Geographic.} 3_{ITALY – Non-Geographic national calls supported as stated in the price list Non-Geographic.}

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ROMANIA – Non-Geographic Domain 08 and Premium Rate Services 09 are not supported.

5_{SWEDEN – Premium Rate Services 0900, 0939 & 0944 are not supported.}

1.7 Service Reliability

Verizon Business will use reasonable endeavours to ensure an annual unsuccessful call ratio (according ETSI ETR 138) of less than 0.2%. This is achieved by monitoring and constantly measuring the network performance to ensure that both capacity and multiple routing options are available from the origination network to the termination network.

The reliability of the network and access used by Verizon Business as part of the Service is in average higher than 99.95% for On-net connected sites.

1.8 Billing – Standard Invoice

Verizon's comprehensive bill format provides the Customer with valuable management information, enabling the Customer to take control of costs and to monitor call usage. If the Customer has multiple sites, it will receive separate call information for each of them, and it can choose to receive either a centralised invoice or an invoice for each site.

The standard invoice is produced per country in local language and billed in local currency.

AT BE CH CZ DE ES FR HU IR IT LU NL PL RO SE SK UK

English X X X X X X X X X X X X X X X X X

Currency EUR EUR CHF CZK EUR EUR EUR HUF EUR EUR EUR EUR PLN EUR SEK EUR GBP

Table 6: Availability of English language invoices per country and local billing currencies.

2

Optional Service Feature

2.1 Customer Portal – Verizon Enterprise Center

The Verizon Enterprise Center (VEC) is a one-stop customer portal for accessing critical information and resources on-demand. Customers are enabled to manage their Verizon Business services, streamline business processes and control critical business functions. Supported by a host of powerful, comprehensive electronic self-service capabilities, the online resource is available 24 hours a day, seven days a week. VEC provides Customers the ability to track and customize their Verizon Business products to make them work for their business. Access to important business functions is streamlined into task-oriented groupings: Accounts & Maintenance, Orders, Invoices, Repairs, Network Tools, IT Solutions and Security.

For the Verizon Direct Voice Service the portal provides access to invoice reporting and analysis, service requests (trouble ticketing), technical advice, and customer service contacts.

Verizon Enterprise Center provides access to invoice .pdf files and associated detail records. These files will be retained and available on-line for ten years.

The detail records files available are:

• Invoice Detail Records • Call Detail Records • Event Detail Records • Parent Child Summary • Parent Child Detail

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2.2 Invoice Reporting and Analysis

2.2.1 Global Data Analyzer

Global Data Analyzer (GDA) is an on-line interactive management-information and analysis tool. It provides Customers with a rolling view of their in-depth voice services usage for the last 13 months. Customers have instant access to overall trends in usage as well as all the detailed statistics needed to make more informed business decisions.

A sample of the reports available is given below:

• Monthly Trend Analysis summarizes the total cost of calls by month.

• Cost Summary summarizes volumes of calls, duration of calls, call charges, monthly charges,

other charges, taxes, and total charges.

• Bill Period Analysis and History summarizes volume, duration, and cost of calls by month

and invoice. Also includes average duration and cost for each month and invoice.

• Call Duration summarizes volume, duration, and cost of calls by duration ranges. Also includes

average duration and cost for each duration range.

• Call Summary by International Destination summarizes volume, duration, and cost of calls

by the destination called (city/country). Also includes average duration and cost for each destination called.

• Call Usage summarizes duration and cost of all calls. Also includes average duration and cost

for all calls.

• Call Value summarizes volume, duration, and cost of calls by cost ranges. Also includes

average duration and cost for each cost range.

• CLI Call Detail lists each individual call including account, line, call date, call time, traffic

category, peak/off-peak category, duration and cost.

• Cost Allocation summarizes all charges and credits. These include recurring charges, one-off

charges, call charges, credits, taxes and total charges.

• Destination Analysis (also by Date and Hour) summarizes volume, duration, and cost of

calls by traffic categories. Also includes average duration and cost for each traffic category. Traffic category examples include National, National Mobile, National Freephone International, Satellite, etc.

• Distribution Through the Day summarizes the total volume of calls by hour of the day call

was made.

• Peak/Off-Peak summarizes volume, duration, and cost of calls by rate categories. Also

includes average duration and cost for each category. Rate category examples include Standard, Economy, Weekend, etc.

In addition to predefined standard reports the Customer can create their own reports with intuitive wizards. The reports can easily be downloaded as ,csv file and imported into other programs like MS Excel.

2.2.2 Global Billing Report

Global Billing Report (GBR) is an on-line reporting tool that compiles worldwide Verizon Business billing data into a consolidated billing summary, giving Customers the opportunity to monitor and analyze their global Verizon Business telecommunications costs. GBR captures billing data from both domestic US and international Verizon Business invoices and combines it into a summarized on-line document. GBR is an information-only report.

Each Global Billing Report is custom built to the Customer's specifications. During GBR enrolment, the Customer selects the invoices to be included as well as their currency of choice for GBR reporting. Each month GBR converts the billed charges from each invoice into the Customer's preferred currency and also presents the charges in original billed currency. GBR gives the Customer a monthly billing snapshot throughout Verizon Business (including Verizon Wireless). The invoices within the GBR are grouped into international regional summaries (US & Territories, EMEA, Asia Pacific, Canada, and Latin America) to facilitate GBR review.

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2.2.3 Invoice Reports

As an alternative to Global Data Analyzer the Customer can order the below invoice reports:

• Call details on paper (<2000 calls only), CD or email. • Invoice summary statistics on paper:

 Country/City Report

 Caller Report

 Zone Report

 Day of Month Report

 Hour of Day Report

2.3 Extension Level Billing (ISDN PRI only)

If the Customer’s CPE/PBX is configured to support Calling Line Identification (“CLI”) on extension level breakdown the Customer can benefit from the billing feature Extension Level Billing (“ELB”). Having ELB means the Customer’s monthly invoice reports provide detailed summary per used CLI. The itemised call detail report then will show calls per used CLI.

This feature is depending on the Customer’s CPE/PBX to provide accurate digits for the extension within CLI range(s) and in agreed format. In case of wrong format or wrong digits or if the Verizon switch is unable to detect digits the call will be charged the main number for the service.

3

Customer Service and Support

3.1 Help Desk Availability

The Verizon Business Customer Service Center is available 24 x 7, 365 days a year. The Customer can report faults by calling the country specific number(s) provided by Verizon Business in the notice of connection of the Service or access the Verizon Enterprise Center.

The Verizon Business Help Desk endeavours to answer Customer calls within twenty (20) seconds.

3.2 Fault Priorities and Target Time to Restore

Service restoration is assigned a priority based on the type of fault or other service problem. Target Time to Restore (“TTR”) and the criteria for priority level are defined in the table below:

Target Time to Restore Criteria

Priority 1 5 hours

• Total Service Outage

• Degraded Service (the Service is degraded to the extent where the Customer is unable to use it and is prepared to release it for immediate testing)

Priority 2 24 hours • Degraded Service (the Service is degraded, the Customer is able / still wants to

use it and is not prepared to release it for immediate testing)

Priority 3 Not Applicable • Non Service affecting (a single non-circuit specific quality of Service enquiry)

Table 7: European Direct Voice - Priority levels and Target Time to Repair

Please note. All times are measured from when a fault or other problem is reported and a corresponding Trouble Ticket is raised.

3.3 Customer Updates

The Customer will receive regular updates on the status of help desk ticket(s) during Business Hours. The update intervals depend on the fault priority level:

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• Priority 1 updates every 2 hours • Priority 2 updates every 4 hours • Priority 3 updates every 8 hours

3.4 Fault Clearance

Verizon Business will confirm fault clearance to the Customer in accordance with the contact information provided by the Customer to Verizon Business.

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Conditions of Service

Following signature by Verizon Business of the Service Order Form (SOF) and completion of the Service Initiation Form (SIF), Verizon Business will commence provisioning of the Service.

Please note: The requirement to complete a SIF is country specific. The submission of a SOF might be sufficient in many countries.

The data provided through the Reporting tools (as described in section 2 above) is for information purposes only. The invoices issued by Verizon Business to the Customer for the associated service(s) will include the definitive billing information for those services.

The services Carrier Select (“CS”) and Carrier Pre Select (“CPS”) are not supported with Verizon Direct Voice Services.