Services Agreement for Switched Voice Miscellaneous Services
SERVICES AGREEMENT
RELATING TO
SWITCHED VOICE MISCELLANEOUS SERVICES
BETWEEN
FRANCE TELECOM S.A.
AND
EQUANT N.V.
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Services Agreement for Switched Voice Miscellaneous Services
TABLE OF CONTENTS
1. DEFINITIONS AND INTERPRETATION......................................3
2. PURPOSE AND SCOPE...................................................6
3. TERM................................................................6
4. SERVICE ORDERS......................................................7
5. FT'S OBLIGATIONS....................................................7
6. EQUANTS OBLIGATIONS ................................................8
7. FEES................................................................8
8. PAYMENT TERMS, TAXES...............................................10
9. TERMINATION........................................................11
10. RELATIONSHIP MANAGEMENT AND DISPUTE RESOLUTION.....................11
11. CONFIDENTIALITY, PUBLIC ANNOUNCEMENTS..............................12
12. LIABILITY..........................................................13
13. INDEMNIFICATION....................................................14
14. FORCE MAJEURE......................................................14
15. INSURANCE..........................................................15
16. CHANGE OF CONTROL..................................................15
17. NOTICES............................................................15
18. CHANGE CONTROL PROCEDURE...........................................15
19. MISCELLANEOUS......................................................16
APPENDIX 1 - DESCRIPTION OF THE SERVICES....................................19
1. GENERAL REQUIREMENTS...............................................19
2. HOUSING OF EQUIPMENT...............................................19
3. SUPPORT TO SERVICE IMPLEMENTATION..................................20
4. OPERATIONS.........................................................23
APPENDIX 2 - QUALITY AND PERFORMANCE MANAGEMENT.............................28
1. KEY PERFORMANCE INDICATORS (KPIS)..................................28
2. HOUSING KPIS.......................................................28
3. SERVICES IMPLEMENTATION KPIS.......................................28
4. VOICE OPERATIONS KPIS..............................................28
5. BCR................................................................28
6. CREDIT.............................................................29
7. MEASUREMENTS.......................................................29
8. REPORTING..........................................................29
9. PERFORMANCE REVIEW.................................................30
10. SERVICE IMPROVEMENT PLANS (SIPS)...................................31
APPENDIX 3 - EQUANT EQUIPMENT...............................................32
APPENDIX 4 - KPIS AND FEE CREDITS...........................................33
APPENDIX 5 - SERVICE ORDER FORM.............................................36
APPENDIX 6 - EQUANT AND FT - FAULT MNGT ESCALATION LISTS....................39
APPENDIX 7 - REPORTING POINT OF CONTACT LIST................................41
APPENDIX 8 - MINIMUM INVOICE DETAIL REQUIREMENTS ...........................42
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Services Agreement for Switched Voice Miscellaneous Services
This Agreement is made as of the Effective Date between:
(1) FRANCE TELECOM S.A., a French company having its registered office at 6,
place d'Alleray, 75015 Paris, France, hereinafter referred to as "FT"; and
(2) EQUANT N.V. a company organised under the laws of the Netherlands, with its
principal office at Gatwickstraat 21-23, 1043 GL Amsterdam-Sloterdijk,
hereinafter referred to as "Equant";
RECITALS:
(A) The Parties each provide Switched Voice Services on their respective voice
networks.
(B) The Parties desire that as of the Effective Date, FT will have full
responsibility for the definition of its requirements with respect to the
operations and management guidelines for the switched voice services on the
Network for the benefit of both FT and Equant, including with respect to
the supply of the switched voice service from Equant to FT as further
described herein.
(C) FT has requested and Equant has agreed, that Equant provide certain
operational services to FT relating to switched voice services.
NOW, THEREFORE, in consideration of the mutual promises set forth below, the
Parties hereby agree as follows:
1. DEFINITIONS AND INTERPRETATION
1.1 In this Agreement, words with initial capitals have the meaning set out in
below:
"Affiliate" means, with respect to any Person, any other Person controlled by,
under common control with, or controlling such Person. For the purposes
of this Agreement: (a) the term "control" means a Person's (1) ownership,
directly or indirectly, of equity securities entitling it to exercise in
the aggregate at least 50% of the voting power of the entity in question;
or (2) possession directly or indirectly, of the power to direct or cause
the direction of the management and policies of or with respect to the
entity in question, whether through ownership of securities, by contract
or otherwise; (b) any reference to an Affiliate of FT means any Affiliate
excluding Equant and its Subsidiaries; and (c) any reference to an
Affiliate of Equant means a Subsidiary of Equant;
"Agreement" means this Agreement, its Appendices, and Service Orders;
"Carriers" means (a) public telecommunications operators; (b) wholesale
providers of bandwidth, Internet connectivity, signalling and/or
switched voice products; and (c) mobile operators;
"Change Control Procedure" means the procedure governing all changes to this Agreement and any
Service Order as set out in Section 18;
"Confidential Information" means any matters confidential or secret information or data that is
of value to the Party disclosing such information, including
confidential or secret (a) scientific or technical information; (b)
information relative to the current or proposed business, sales, and
marketing plans of the Party disclosing such information and financial
information related thereto; (c) drawings, designs, computer programs
and software devices; (d) costs and pricing information, and (e) the
contents of this Agreement, provided, however, the term "Confidential
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Services Agreement for Switched Voice Miscellaneous Services
Information" shall not include any information that (i) is now in or
subsequently enters the public domain through means other than direct or
indirect disclosure by either Party in violation of the terms of this
Agreement; (ii) is already in the possession of the Party receiving such
information free of any known confidential obligation to any other
party; or (iii) is lawfully communicated to the Party receiving the
information by a third party, free of any known confidential obligation,
subsequent to the time of communication thereof by, through or on behalf
of the other Party;
"Contribution Agreement" means the agreement of that name, dated 19 November 2000 between
France Telecom, Atlas Telecommunications S.A and Equant;
"Costs" means Equant's actual total costs (direct and indirect) incurred by
Equant in providing (directly or indirectly) the Services;
"Credits" means the rebates available to FT in the event that Equant fails to
comply with the service levels suggested in Appendix 2 and 4
"Data Protection Directives" means the European Union Directive entitled "Directive 95/46/EC of
the European Parliament and of the Council of 24 October 1995 on the
protection of individuals with regard to the processing of personal data
and on the free movement of such data" and the European Union Directive
entitled "Directive 97/66/EC concerning the processing of personal data
and the protection of privacy in the telecommunications sector" and any
future European Union directives relating to data protection;
"Effective Date" means the date of Closing of the Contribution Agreement (as such term
and process is defined therein);
"Equant" means Equant N.V. and its Affiliates existing immediately prior to
the Effective Date;
"Equant Equipment" means Equipment owned or leased by Equant or any of its Affiliates
and installed at a Site listed in Appendix 3, as updated from time to
time;
"Equipment" means voice switches, related Software, circuits, systems and other
telecommunications equipment, to be used by Equant in providing Services
or support for Services to FT, and reference thereto shall mean both FT
Equipment or Equant Equipment as applicable;
"Fees" means Equant's fees for providing the Services under this Agreement;
"Force Majeure" means events outside the reasonable control of the Parties, including
acts of God, fire, flood, or other natural catastrophes; any law, order,
regulation or request of governmental authorities of competent
jurisdiction, national emergencies, insurrections, riots, wars, or
strikes, lock-outs, work stoppages or other labour difficulties (except
with respect to employees of the Parties and their respective
Affiliates), power failures, or severe weather conditions;
"FT Equipment" means Equipment owned or leased by FT or its Affiliates and installed
at a Site listed in Appendix 3, as updated from time to time;
"Global One" means Global One Communications World Holding B.V. and Global One
Communications Holding B.V. and their affiliated companies immediately
prior to the Effective Date;
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Services Agreement for Switched Voice Miscellaneous Services
"Initial Term" means the minimum term of a Service Order as set out in the Service
Order Form;
"Intellectual Property Rights" means any letters patent, patented articles, patent applications,
designs, trade marks, service marks, trade or business names, domain
names, copyrights, database rights, inventions whether or not capable of
protection by patent or registration and know-how, whether registered or
unregistered and including applications for the grant of any such rights
of the foregoing descriptions and all rights or forms of protection
having equivalent or similar effect anywhere in the world;
"Mark Up" "Material Default" means (a) a Party's breach of any of the
material terms or conditions of an Agreement including the failure to
make any payment when due; (b) insolvency, bankruptcy, receivership or
dissolution or any similar proceedings initiated by or against a Party or
a material portion of its assets, in any jurisdiction; or (c) the
execution by a Party of an assignment for the benefit of creditors or any
other transfer or assignment of a similar nature (it being understood
that the execution of any third party financing agreement(s) shall not
constitute a Material Default);
"Network" means the Global One originated voice switches and related switched
voice equipment, excluding such switches and equipment located in Russia;
"Person" means any individual, corporation, joint venture, unincorporated
syndicate, unincorporated organisation, trust, trustee, executor,
administrator or other legal representative;
"Personal Data" means all data and other information constituting personal data in
respect of which employees or customers of a Party are data subjects
which are processed by the other Party in connection with this Agreement
and which is not processed by such Party as a result of an agreement
directly between itself and the other Party's employee or customer,
whether that data or information is in oral, visual or written form or is
recorded in any other medium. For the purposes of this definition, "data
subject" and "processing" have the meaning given to those terms by the
Data Protection Legislation and "processed" will have a corresponding
meaning;
"Services" means the switched voice services, operational and support services
as more fully described in Section 7.1 and Appendix 1 excluding access
and termination as described in Section 7.1.5. and Section 4.4.6 of
Appendix 1, which are provided by Equant to FT in the countries listed in
Appendix 3;
"Service Order" means an order for Services placed with Equant in the format as
substantially as set out in Appendix 5;
"Sites" means premises owned, under the control of or leased by Equant and
its Affiliates and listed in Appendix 3;
"Subsidiary" means, with respect to any Person, any other Person controlled by
such Person;
"Sub-Contractor" means a Person to whom any products or services may be sub-contracted
pursuant to any Agreement, being either (a) any Affiliate of Party; or
(b) any other third party agreed from time to time by a Party, such
agreement not be unreasonably withheld or delayed; or (d) any
sub-contractor of any of the Persons specified in (a) to (b) above;
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Services Agreement for Switched Voice Miscellaneous Services
"Working Day" means local business days 8.30 am to 6.30 pm local time excluding
bank and public holidays in the countries in which the relevant Sites are
located.
1.2 The terms defined above include the plural as well as the singular. Unless
otherwise expressly stated, the words "herein", "hereof", and "hereunder"
and other words of similar import refer to the relevant Agreement as a
whole and not to any particular Article, Section, provision or paragraph.
"Article", "Section" and "Annex" references refer to articles and sections
of, and annexes to, this Agreement. The words "include" and "including"
shall not be construed as terms of limitation. The words "day", "month",
and "year" mean, respectively, calendar day, calendar month and calendar
year, and the words "writing" or "written" mean preserved or presented in
retrievable or reproducible form, whether electronic (except for voice
mail) or hard copy, unless otherwise stated herein. The word "or" shall
mean "and/or" unless the context specifically requires otherwise. Any
amounts expressed in dollars or preceded by "$" shall refer to United
States dollars, unless specified otherwise. The headings used in this
Agreement are included for convenience only and are not to be used in
construing or interpreting this Agreement.
1.3 References to "Parties" in this Agreement means FT, Equant and each of such
Party's Affiliates which will either be supplying products or services
under any Agreement and references to a "Party" means either (a) FT or the
relevant FT Affiliate; or (b) Equant or the relevant Equant Affiliate, as
the context requires, and such terms as "each", "either", "both", "the" or
"neither" prefacing the use of the words "Party" or "Parties" shall be
construed accordingly.
1.4 References to "FT" and "Equant" mean respectively France Telecom S.A. and
Equant N.V. except (a) where the reference is in the context of the supply
of any product or service where the reference will be to the relevant
Affiliate; or (b) where the reference is to the granting of any
Intellectual Property Right where the reference is to the Affiliate owning
such rights or having contractual rights to licence same.
1.5 Execution of this Agreement is subject to Equant's Independent Directors,
in accordance with Equant's Articles of Association and the Contribution
Agreement.
2. PURPOSE AND SCOPE
2.1 This Agreement sets out the terms and conditions for the following Services
to be supplied by Equant to FT (pursuant to duly completed Service Orders),
all as more fully described in Appendix 1 at the locations set forth in
Appendix 3:
(a) Services including associated manpower services;
(b) supply of Equipment to support the Services ;
(c) Equipment maintenance;
(d) Equipment housing; and
(e) switched voice access and termination in support of the Services.
2.2 This Agreement does not cover any services or support on Equant networks or
related to Equant products and services unless otherwise expressly set out
in this Agreement.
3. TERM
3.1 This Agreement shall be effective as from the Effective Date and will
continue for an initial term of 36 months ("Initial Term"), unless
terminated earlier pursuant to Section 9.
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Services Agreement for Switched Voice Miscellaneous Services
3.2 Following this 36-month period, this Agreement will be automatically
extended for 6-month terms unless either Party provides the other with 3
months notice of its intention to terminate this Agreement.
3.3 The Parties will enter into annual good-faith discussions to review the
terms of this Agreement.
3.4 Notwithstanding Section 3.1, this Agreement will continue in full force and
effect until the date of expiry of all Service Orders.
4. SERVICE ORDERS
4.1 Services shall be provided pursuant to a Service Order agreed between the
Parties.
4.2 Each Service Order duly completed in accordance with the Service Order Form
shall come into force on its date of signature by both Parties.
4.3 Each Service Order shall state on the Service Order Form the Initial Term
for which the Services shall be provided. This Initial Term shall start as
from the Service Order Acceptance Date.
4.4 All Service Orders, as per Appendix 5, shall be completed based on
forecasts provided by FT 30 Working Days prior to the end of each quarter.
Equant shall have 8 Working Days from the Service Order date in which to
provide any queries, which it may have with respect to the forecast. FT
shall have 5 Working Days in which to respond to the queries.
For all Service Orders for which either: there is no query, or the query
has been responded to by FT, Equant shall provide a fee forecast (a "Fee
Forecast") for the Services within 10 Working Days based on the following
joint process:
(a) FT will provide to Equant the forecast by activity and a detailed
project plan of centralization/optimization of voice operations;
(b) Equant shall use the index set forth in Appendix 5 to measure the
scope of activity requested by FT;
(c) The Fee Forecast shall be based on such index;
(d) Equant shall factor the impact of the project plan into the Fee
Forecasts;
(e) Equant shall show clearly in the Fee Forecast any cost
reductions, which result from a centralization of activities.
Within 5 Working Days, FT will accept or decline the Fee Forecast as
appropriate. If FT declines the Fee Forecast, then a maximum of 2 working
days will be allocated for resolution. In the event that the Parties cannot
resolve the matter within 2 Working Days, the procedure defined in Section
7.1.6 shall apply. If the procedure set forth in Section 7.1.6 does not
work, the matter shall be referred to the Steering Committee such as
described in Section 10 (a). If FT accepts the Fee Forecast, it shall place
the Service Order and this shall constitute the Service Order Acceptance
Date.
Until the end of the Transition Period defined in Section 7.1, there shall
be a reconciliation at the end of each quarter to confirm that all
applicable costs were in fact covered. Equant is responsible to put in
place the necessary resources to meet the requirements set forth in the
Service Orders. The Service Order may be updated during the quarter by an
appendix to the Service Order, which reflects ad hoc requirements, which
may arise.
4.5 Each Party shall be entitled to cancel or amend a Service Order subject to
the Change Control Procedure as per Section 18.
5. FT'S OBLIGATIONS
FT agrees:
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Services Agreement for Switched Voice Miscellaneous Services
(a) to pay Equant the Fees provided for in this Agreement in accordance
with the provisions of Section 7;
(b) to provide Equant with all reasonable assistance to enable Equant to
carry out its obligations under this Agreement and the Service
Orders;
(c) to comply with all other of its obligations specified in this
Agreement and in the applicable Service Orders;
(d) to comply with all relevant local, national and supranational laws
in each jurisdiction where the Services are rendered;
(e) to provide the activity forecasts as further described in Section 4
and in accordance with the form attached as Appendix 5.
6. EQUANT'S OBLIGATIONS
Equant agrees:
(a) to provide FT with Services in accordance with the provisions of
this Agreement and the Service Orders, in particular Appendix 1;
(b) to comply with all relevant local, national and supranational laws
in each jurisdiction in which it provides Services to FT;
(c) to meet monthly KPIs and provide KPIs reports and fee credit reports
as per Appendix 4;
(d) to comply with all other of its obligations specified in this
Agreement and in the applicable Service Orders.
7. FEES
7.1 Services
7.1.5 The invoice for the Services will include Fees for each Service described
in 7.1 and supporting documentation where applicable. The level of
invoice detail is defined in Appendix 8.
7.2 Termination from a Third Party:
7.2.3 Equant shall make monthly adjustments to the fees by reference to what
was invoiced by the third party in m+1 against what was actually paid by
Equant to the third party in m+2. The adjustment will be applied to the
next month's invoice.
7.2.4 FT shall provide instructions to Equant if it desires Equant to dispute
any third party invoice. Unless Equant receives instructions not to pay,
Equant shall pay the full invoice to the third party. FT shall make
payment to Equant corresponding to the amount that it instructs Equant
to pay to any third party provider for access and termination. When the
dispute is resolved t FT's satisfaction, FT shall make the necessary
adjustments, if any, to Equant.
7.2.5 A review by the Parties of the total outgoings and receipts related to
voice termination shall take place every quarter to ensure the positive
cash position of Equant.
7.2.6 In case of termination of the Agreement, FT shall be liable for voice
termination costs up to the date of termination of the voice termination
contract with the third party provider.
7.3 Equant shall put in place a process to collect Services activity data
starting in January 2002. FT and Equant agree that they shall share
responsibility for the voice operations cost optimisation and they will
set up common objectives to achieve such cost optimisation.
7.4 All internal sign-offs for expenditure under this Agreement shall follow
the Parties' approved financial processes.
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Services Agreement for Switched Voice Miscellaneous Services
- ----------------------------------------------------------------------------------------------------------
Equant
Period Main steps (rolling-over month-after-month) Invoice flow Cash Flow
- ----------------------------------------------------------------------------------------------------------
Feb M-3 Activity generated in M-3
- ----------------------------------------------------------------------------------------------------------
Mar M-2
- ----------------------------------------------------------------------------------------------------------
Apr M-1 End-of-month: EQ bills (M) monthly advance based-on M-3 activity x
(payable in 60 days)
- ----------------------------------------------------------------------------------------------------------
May M
- ----------------------------------------------------------------------------------------------------------
Jun M+1 Mid-month: EQ receives carrier invoices for M activities x
(payable in 30 days)
End-of-month: FT pays EQ of the month M advance +
- ----------------------------------------------------------------------------------------------------------
Jul M+2 Mid-month: EQ pays carrier invoices for the month M activities -
- ----------------------------------------------------------------------------------------------------------
Aug M+3
- ----------------------------------------------------------------------------------------------------------
8. PAYMENT TERMS, TAXES
8.1 All Fees relating to Services shall be invoiced and paid in Euros.
8.2 All Fees shall be payable within 60 days of the date of the invoice to
which the payment relates, subject to Section 7, unless otherwise expressly
stated in this Agreement.
8.3 Any credits or debits, to be paid by Equant to FT, will be applied on the
next invoice issued by Equant to FT following the month in which the credit
or debit is due. For third party credits or debits, Equant shall apply such
credit or debit in the month following receipt by Equant.
8.4 All Fees have been quoted exclusive of any taxes, levies, duties,
withholding taxes or similar charges, direct or indirect, which could be
levied as a result of the execution of this Agreement.
All VAT, other transfer, other excise and similar taxes applicable to the
provision of Services shall be payable by FT except (i) taxes that, by
applicable law, are the primary liability of Equant such as tax on Equant's
income and (ii) to the extent otherwise agreed by Equant and FT.
Unless otherwise stated, if any payment under this Agreement is subject to
any deduction or withholding on account of gross-basis income taxes imposed
by the jurisdiction in which FT is a resident, FT shall pay such additional
amounts as may be necessary, such that Equant receives the amount it would
have received had no such deduction or withholding been imposed. FT and
Equant shall negotiate in good faith in any such instance regarding the
possible reimbursement of FT to the extent that Equant receives a credit
for such taxes.
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Services Agreement for Switched Voice Miscellaneous Services
8.5 FT shall be entitled on reasonable grounds to dispute any Fee invoiced. In
such case, FT shall give Equant notice within 30 Working Days of receipt of
the disputed invoice, specifying the disputed amount, together with such
supporting documentation as shall be necessary to substantiate its claim.
The Parties shall co-operate to resolve the dispute in an expeditious
manner and in any event within 45 Working Days of the date of notification.
No claims shall be valid if such notice and documentation is not delivered
within such 30 Working Day period. In no event shall either Party withhold
any part of any invoice, which is not the subject of a bona fide dispute.
If the dispute is not resolved within the above-prescribed period, it shall
be referred to the Steering Committee. Disputed invoices shall be reviewed
at least quarterly by the Steering Committee and the Parties shall make
their best efforts to settle all disputes before year-end.
8.6 All amounts due hereunder that are not paid when due, including any amount
disputed by FT which is subsequently determined to be due to Equant, shall
accrue extended payment interest at the rate per annum of 2% above the
3-month Euribor rate in effect from time to time calculated on a daily
basis from the date on which payment became due to the date such payment is
received by Equant or the highest rate applicable by law, whichever is the
lesser.
9. TERMINATION
9.1 Either Party shall be entitled to terminate this Agreement or any Service
Order in accordance with Sections 16 or 19.8.
9.2 In the event of a termination of this Agreement pursuant to Sections 16
and/or 19.8, the Parties shall agree on a transition plan (the duration of
which shall be no less than required for FT to continue to provide Services
under outstanding Service Orders). The Parties shall continue to co-operate
at all times during the transition period and agree that the terms and
conditions of this Agreement shall continue to govern such co-operation, as
applicable.
10. RELATIONSHIP MANAGEMENT AND DISPUTE RESOLUTION
(a) Steering Committee
The Parties agree to set up a steering committee ("Steering Committee") in
charge of the execution of this Agreement and to act in the event of a
disagreement on the execution or the interpretation of this Agreement. Each
Party shall appoint a senior representative to the Steering Committee
having sufficient authority and powers to bind the Parties in relation to
such disputes. Each Party shall appoint operational representatives who
will act as the sole day to day contact points for each Party. The Steering
Committee shall meet each time one of the Parties so requires and in
addition at least twice a year (whether in person or otherwise). The
minutes of the Steering Committee shall be drafted by the Parties as soon
as practicable but not later than 14 days after the date of any meeting and
be amended and finally approved by exchange of e-mails.
(b) Annual Review
Through the Steering Committee, the Parties shall conduct a formal review
of the performance of this Agreement once in each 12 month period. Such
review shall include services, support, pricing, and customer issues.
(c) Dispute Resolution
(i) If a Party ("the Disputing Party") wishes to invoke the dispute
procedure specified in this Section 10 it shall as soon as reasonably
practicable notify its representatives of the Steering Committee of
such dispute. The Disputing Party shall include with such notice all
relevant details including the nature and extent of the dispute;
(ii) following a notification under the Section 10(c)(I), the
representatives shall convene the Steering Committee which, in good
faith shall use all reasonable endeavours to resolve the dispute. If
no agreement is reached at the level of the Steering Committee,
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Services Agreement for Switched Voice Miscellaneous Services
the dispute may be escalated by any of the Parties to the level of the
Executive Boards of the Parties. If a Party escalates a dispute, it
shall record for the benefit of the next level all relevant details
including what is agreed and what is not agreed concerning the
dispute;
(iii) no change to a representative shall be effective until it has been
notified to the other Party;
(iv) the above procedures are without prejudice to any other rights and
remedies that may be available in respect of any breach of any
provision of this Agreement;
(v) all disputes arising under or in connection with this Agreement which
cannot be settled through the dispute resolution procedure set forth
herein shall be finally settled by a board of 3 arbitrators in
accordance with the Rules of Conciliation and Arbitration of the
International Chamber of Commerce. The arbitration shall take place in
the Netherlands and all proceedings shall be in the English language.
The decision reached by the arbitrators shall be final and either
Party may seek to have the arbitral award enforced by any court of
competent jurisdiction;
(vi) each Party shall have the right to seek injunctive relief from any
court of competent jurisdiction pending the establishment of the
arbitral tribunal, injunctive relief in aid of arbitration or to
protect the rights of such Party. Any request for such interim relief
by a Party shall not be deemed incompatible with, or a waiver of, this
agreement to arbitrate.
11. CONFIDENTIALITY, PUBLIC ANNOUNCEMENTS
11.1 All Confidential Information shall be deemed the proprietary and
confidential information of the disclosing Party and shall be used by the
other Party only in accordance with this Agreement. Each Party shall be
responsible for the performance by its respective Affiliates of the
obligations under this Section 11 with respect to Confidential Information.
11.2 With respect to all such Confidential Information, the receiving Party
shall:
(i) receive and hold such Confidential Information in confidence and in
the same manner the receiving Party treats its own proprietary or
confidential information;
(ii) restrict disclosure of such Confidential Information solely to those
employees, advisers and consultants with a need to know in connection
with the performance of this Agreement or the business of the Parties
and not make any further use or disclosure without the prior written
permission of the disclosing Party;
(iii) advise those employees, advisers and consultants, given access to
such Confidential Information of their obligations with respect to
such information; and
(iv) not copy or reproduce any of such Confidential Information except to
the extent necessary to perform this Agreement.
11.2 If either Party becomes subject to a mandatory requirement of any judicial,
governmental or regulatory authority having jurisdiction over such Party to
disclose Confidential Information, such Party shall give the Party which
disclosed such Confidential Information notice as soon as practicable of
such disclosure obligation and shall take any reasonable and lawful steps
to limit the amount of Confidential Information to be disclosed.
11.3 All such Confidential Information disclosed by any Party to the other in
tangible form shall, upon the request of the disclosing Party, and in any
event upon termination of this Agreement, be returned to it or destroyed.
11.4 Neither Party shall be liable to the other in damages for inadvertent,
accidental, unauthorised, or mistaken disclosure by its employees of
Confidential Information obtained pursuant to this Agreement.
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Services Agreement for Switched Voice Miscellaneous Services
11.5 The provisions of this Section 11 shall survive the termination or
expiration of this Agreement for a period of 5 years following such
termination or expiration.
11.6 No Party shall make any public announcement with respect to any
Agreement, without the prior written consent of FT and Equant.
12. LIABILITY
12.1 Neither Party shall be liable to the other for consequential, indirect,
exemplary or special damages, including damages for lost profits,
revenue, opportunity, damage to or loss of data or other economic loss,
regardless of the form of action whether in contract, indemnity,
warranty, strict liability, or tort, including negligence, with regard
to their performance or non-performance under this Agreement, or the
provision of any products, services or other conduct under this
Agreement.
12.2 Each Party providing products, services or support under this Agreement
shall use reasonable efforts to provide its products, services or
support in accordance with the terms and conditions of this Agreement.
However, except in respect to any service level arrangements that may
be agreed, neither Party shall guarantee to the other that the products
or services provided by such Party shall not be affected by any delay,
interruption, breakdown or failure or by any failure in or breakdown of
such Party's transmission facilities associated with such Products or
services, provided that in each case, such event was not caused by a
Material Default of such Party in the execution of its contractual
obligations and that the providing Party shall exert all efforts to the
best of its abilities, to mitigate the consequences of such event for
the other Party.
12.3 Notwithstanding anything in this Agreement, neither Party shall be
liable to the other for any claims arising out of a breach in the
privacy or security of communications transmitted over such Party's
facilities, unless such breach in the privacy or security of such
communications is a result of the willful misconduct of such Party.
12.4 Except for (a) claims arising from death or personal injury (for which
no limit applies); (b) claims arising from breach of third party
Intellectual Property Rights; (c) unpaid invoices; (d) credits under
any service level agreements; or (e) claims arising from breach of
confidentiality, the Parties cumulative liability for damages under
this Agreement, for any cause whatsoever, and regardless of the form of
action, whether in tort or contract, shall be limited to the lesser of
Euros 7,500,000 per event, or series of connected events, or the amount
invoiced for the purchase of the products or services to which the
claim relates, by either Party during the 12 month period immediately
prior to the occurrence of the event that gave rise to the cause of
action.
13. INDEMNIFICATION
13.1 Except as otherwise provided herein, Equant and France Telecom S.A. (on
behalf of themselves and their respective Affiliates) (each an
"Indemnifying Party") hereby agree to defend, indemnify and hold the
other Party, its Affiliates and their respective directors, officers,
employees, and/or subcontractors harmless from and against any and all
claims, actions or demands against the other Party, its Affiliates and
their respective directors, officers, employees and/or subcontractors
and from and against any and all damages, liabilities and expenses,
including defence costs and legal fees, for injury to or death of any
person and for loss of or damage to any and all real or personal
property, whether tangible or intangible, arising out of the willful
misconduct or negligent acts or omissions of the Indemnifying Party or
its appointed agents, distributors and representatives, related to the
Indemnifying Party's performance or non-performance of its obligations
under this Agreement, including the Indemnifying Party's sale of
products, or performance of services, dealings with customers, or any
representation, act or omission made by the Indemnifying Party.
13.2 If notified in writing of any action brought against the Indemnified
Party based on a claim that the Software or any equipment provided by
the Indemnifying Party to the Indemnified Party as
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Services Agreement for Switched Voice Miscellaneous Services
an integral part of any product or service infringes any Intellectual
Property Right, the Indemnifying Party shall defend any such action at
its expense and shall pay any and all fees, costs or damages that may
be finally awarded in such action and/or settlement thereof, provided
that the Indemnified Party gives the Indemnifying Party reasonable
assistance to defend and/or settle such claim. In the event that an
injunction, whether temporary or permanent, is obtained against the
Indemnified Party prohibiting use of the Software or equipment provided
to the Indemnified Party as an integral part of any product or service,
or any part thereof, by reason of such infringement, the Indemnifying
Party shall, at its option, either: (a) at the Indemnifying Party's
expense, procure the right for the Indemnified Party to continue using
the product or service; or (b) replace or modify such product or
service so that it is non-infringing; or (c) if the foregoing
alternatives are not feasible, the Indemnified Party shall, upon notice
from the Indemnifying Party, cease to use such product or service.
13.3 Notwithstanding Section 13.2, the Indemnifying Party shall have no
obligation to defend the Indemnified Party or to pay costs, damages, or
legal fees for any claim based upon (a) use of other than a current
unaltered release of the Software which is provided as part of the
product or service, if such infringement would have been avoided by the
use of a current unaltered release of such Software (subject to its
provisioning by the Indemnifying Party); (b) the combination,
operations or use of any Software furnished under this Agreement with
Software or products not supplied by the Indemnifying Party, if such
infringement would have been avoided by not combining, operating or
using such Software with other programs or data; or (c) use of such
Software other than with any equipment, products or services provided
under this Agreement.
14. FORCE MAJEURE
14.1 Neither Party shall be liable for failure to perform its obligations
hereunder due to Force Majeure.
14.2 In the event that either Party is unable to perform any of its
obligations under this Agreement due to Force Majeure, the
non-performing Party shall immediately give notice to the other Party
and do everything reasonably possible to remedy the condition and
resume performance as soon as possible.
14.3 Upon receipt of such notice, the obligations under this Agreement which
the affected Party is unable to perform because of such condition shall
be suspended for so long as such condition exists and the relevant cure
periods hereunder shall be extended for the period of time that such
condition exists. Such affected Party will use all commercially
reasonable efforts, including the use of alternative sources,
work-around plans or other means, to overcome such event of Force
Majeure as quickly as possible, and will keep the other Party informed
of the results of such efforts on a regular basis. Such Party shall
promptly notify the other of the termination of the event of Force
Majeure, and when performance by such Party of the obligation excused
by such event of Force Majeure will recommence.
14.4 Notwithstanding Section 14.3, either Party shall be entitled to
terminate any Service Order if the Services under such Service Order
are not performed in full for 30 consecutive days due to an event of
Force Majeure.
15. INSURANCE
15.1 Each Party shall maintain throughout the term of this Agreement at
least the following insurance coverage for itself, its officers,
employees and any contractors and subcontractors, agents and
representatives permitted to perform services on behalf of that Party
in accordance with this Agreement: (i) all insurance coverage not
specifically listed below that are required by the law of the local
jurisdiction of any location to conduct business lawfully within the
jurisdiction; (ii) general liability insurance of not less than
Euros10,000,000 per occurrence covering property damage, bodily injury
and death, and including coverage for loss from products, completed
operations and contractual liability; and (iii) commercial automobile
liability insurance with limits of not less than Euros10,000,000.
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Services Agreement for Switched Voice Miscellaneous Services
16. CHANGE OF CONTROL
16.1 Either Party shall be entitled to terminate this Agreement at its
discretion on 60 days prior notice to the other Party, if France
Telecom's interest in the voting stock of Equant falls below 34%.
17. NOTICES
All notices, demands, or requests which may be given by any Party to
the other Party shall be in writing in the English language and shall
be deemed to have been duly given (a) on the date of dispatch when
delivered in person; (b) one day after dispatch when sent by overnight
courier, maintaining records of receipt; and (c) on the date of
dispatch when sent by registered mail or facsimile during normal
business hours with telephone confirmation of receipt and addressed as
follows:
If to Equant:
Attention: Executive
With a copy to:
The General Counsel or his appointed delegate (as notified to FT)
If to FT:
Attention: [ ]
With a copy to:
Legal Department
The address to which such notices, demands, request, elections, or
other communications given by either Party may be changed by written
notice given by such Party to the other Party pursuant to this Article.
18. CHANGE CONTROL PROCEDURE
The Parties recognise that this Agreement may need to be varied on a
regular basis. Accordingly the Parties agree to the following change
control procedure:
(a) for operational changes to any Service performed, the terms of
the relevant Service Order will apply;
(b) for all other changes, the Parties shall effect such changes
by entering into supplemental agreements to this Agreement
which shall only be effective upon signature by authorised
signatories of the Parties.
19. MISCELLANEOUS
19.1 Governing Law
The construction, performance, validity and remedies for breach of this
Agreement shall be governed by English law.
19.2 Relationship of the Parties
This Agreement is made between independent contractors and are not
intended to create, nor shall they be construed to be, a partnership,
franchise, or other form of business relationship, except as otherwise
provided herein. No Party shall have, nor hold itself out as having,
any right, power or authority to assume, create, or incur any expenses,
liability, or obligation on behalf of another Party, except as
expressly provided in this Agreement.
19.3 Successors
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Services Agreement for Switched Voice Miscellaneous Services
This Agreement shall be binding upon the Parties and their respective
permitted successors and assigns.
19.4 Assignment, Sub-Contractors
Neither this Agreement, nor the rights, obligations or duties of either
Party under this Agreement may be assigned or delegated to any other
Person without the prior consent of Equant N.V or France Telecom S.A
(as the case may be), provided, however, that a Party may, without the
other Party's consent, but with notice, assign or delegate all or part
of its right and obligations under this Agreement, to an Affiliate of
such Party, providing that the assigning Party shall continue to be
liable for the performance of its obligations hereunder. Equant shall
be entitled to subcontract any of its obligations to Sub-Contractors,
provided that Equant shall accept liability for the acts and omissions
of any Sub-Contractor.
19.5 No Waivers
No waiver of any provisions of this Agreement and no consent to any
default under this Agreement shall be effective unless the same shall
be in writing and signed by or on behalf of the Party against whom such
waiver or consent is claimed. No failure of either Party to strictly
enforce any term, right, or conditions of this Agreement shall be
construed as a waiver of such term, right or condition.
19.6 No Licences
Except as expressly set forth in this Agreement, no licenses or other
rights of use of any patents, copyrights, trade secrets, trade names,
trademarks, service marks or other proprietary rights are granted by
this Agreement.
19.7 Warranties
Each Party represents and warrants that:
(a) it has the full authority to perform its obligations under
this Agreement and that the person executing this Agreement on
behalf of such Party has the authority to bind it;
(b) it shall comply with all applicable laws, licences and
regulations in carrying out its obligations under this
Agreement and shall conduct its business and represent the
other Party in a professional, ethical, legal and businesslike
manner, and shall commit no act which would reflect
unfavourably on the other.
19.8 Material Defaults
Either Party may terminate this Agreement in the event of a Material
Default by the other Party, provided that:
(a) the non-defaulting Party gives the defaulting Party at least
60 days prior written notice of the alleged Material Default
and of the notifying Party's intention to terminate, or 30
days prior written notice in the case of the defaulting
party's failure to make any payment when due; and
(b) for events of Material Default that are capable of being
remedied within the relevant period specified above, the
defaulting Party has not remedied the alleged Material Default
within that period.
19.9 Regulatory
The performance of this Agreement by the Parties is subject to all
applicable existing and future laws, rules, and regulations of any duly
constituted governmental authority having jurisdiction, and is
contingent upon the obtaining and continuance of such approvals,
consents, governmental authorisation, licences and permits as may be
required or deemed necessary for this Agreement by the Parties.
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Services Agreement for Switched Voice Miscellaneous Services
19.10 Data Protection
In performing its obligations under this Agreement, the Parties shall
comply with the Data Protection Legislation and in particular shall (a)
take appropriate technical and organisational measures against the
unauthorised or unlawful processing of Personal Data and against actual
loss or destruction of, or damage to, the Personal Data, having regard
to the state of technological development and the cost of implementing
any measures, the measures must ensure a level of security appropriate
to the harm that might result from unauthorised or unlawful processing
or accidental loss, destruction or damage and the nature of the
Personal Data; and (b) not export from any country within the European
Economic Area any Personal Data to any country outside of the European
Economic Area without the other Party's prior consent.
19.11 Severability
In the event a court or other lawful authority of competent
jurisdiction declares that any one or more of the provisions contained
herein to be invalid, illegal or unenforceable in any respect, such
declaration shall not affect the validity or enforceability of any
other provision of this Agreement, provided that if necessary to
maintain the intent of the Parties, the Parties shall negotiate in good
faith to amend this Agreement to replace the invalid, illegal or
unenforceable provision with an enforceable provision which reflects
such intent as closely as possible.
19.12 Third Party Beneficiaries
Except as otherwise expressly stated herein, nothing in this Agreement
shall be construed as conferring any rights or benefits upon any Person
who or which is not a Party to this Agreement. The Contracts (Rights of
Third Parties) Act 1999 and any other legislation in any jurisdiction
applicable to this Agreement that confers contractual rights on third
parties, is hereby excluded to the fullest extent permitted by law.
19.13 Entire Agreement
This Agreement, including its Appendices, and the Service Orders
together constitute the entire agreement between the Parties with
respect to the subject matter dealt with in this Agreement and
supersede all prior oral or written agreements, representations
(innocent or negligent), statements, negotiations, understandings,
proposals relating to such subject matter between the Parties.
19.14 Priority of Documents
If there is any inconsistency between any of the provisions of the body
of this Agreement and any Appendix or Service Order, the body of this
Agreement shall prevail, unless otherwise expressly stated in the body
of this Agreement.
19.15 Audit
Each Party shall have the right, through an independent auditor
retained by it, to inspect records of the other Party for the sole
purpose of verifying the accuracy of the invoices and statements
exchanged between the Parties for payment, provided that each Party
shall be subject to no more than one such audit per year. Audits shall
be allowed only after the giving of reasonable notice and only where an
audit is conducted at a reasonable time. Any agent who may conduct an
audit on behalf of a Party shall execute a confidentiality undertaking
if required by the party whose records are being audited.
19.16 Survival of Terms
The following Sections of this Agreement will survive its termination
or expiry:
Section 10(c) (Dispute Resolution);
Section 11 (Confidentiality of Agreement, Public Announcements);
Section 12 (Liability);
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Services Agreement for Switched Voice Miscellaneous Services
Section 13 (Indemnification);
Section 19.2 (Relationship of Parties);
Section 19.5 (No Waivers);
Section 19.11 (Severability);
Section 19.12 (Third Party Beneficiaries);
Section 19.14 (Priority of Documents);
Section 19.16 (Survival of Terms).
IN WITNESS WHEREOF, the Parties have caused this Agreement to be duly executed
as of the Effective Date.
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Services Agreement for Switched Voice Miscellaneous Services
APPENDIX 1 - DESCRIPTION OF THE SERVICES
1. GENERAL REQUIREMENTS
The working language will be English for both written and oral
communications.
FT may request all below listed Services to Equant on a per Site basis.
Equant shall provide the Services as further described below and shall
make appropriate resources, including manpower available in order to
fulfill all below listed Services. However, Equant shall not
subcontract any of its obligations under this Agreement without the
prior written consent of FT. All subcontractors as of the Effective
Date are hereby approved by FT. Equant shall diligently follow all FT
instructions, and shall be liable for any negligent non-compliance
therewith However this responsibility does not apply to employees
dedicated to FT under the HR Services Agreement with Equant.
Subject to FT's agreement, FT shall provide technical support and
training for the Services on a jointly defined case-by-case basis.
Equant shall dedicate a Customer Operation Manager (COM) who shall
interface with FT for day to day operational aspects and performance
reviews on all Services provided under this Agreement.
Equant and FT shall agree on how to communicate electronically and
interface with each other selected IS systems. This shall be done with
one or a combination of the items described in the Services Agreement
relating to Information System Services.
Technical and Management Escalation path and up-to-date contacts have
to be defined by Equant and FT for all Services.
2. HOUSING OF EQUIPMENT
2.1 Housing Requirements
- Management and maintenance of local facilities (HVAC, power,
security, etc.)
- 99.97 % of availability with AC and/or DC power supply 7 x 24
with UPS and generator support.
- HVAC average equipment room temperature 22(degree)C +/-
2(degree)C
- Relative Humidity of 50 % +/- 10 %
- Secure operational environment
- Access to premises for FT or any FT direct or indirect
subcontractor: following access procedures to be defined per
country/POP:
- Phone and access to remote dial-up facilities
- When requested, on-site escort in the case when the installation
is entrusted to a third party
- Site documentation update
- Rack space with front and rear access
- Planning. Implementation and maintenance of Equant technical
facilities to meet engineering requirements
- Notify FT of local operating procedures for operating and
maintaining of Equant technical facilities
- Planning and build out of infrastructure for access and backbone
- Access from alternate vendors into facilities
- Planning of internal transmission and cross connections
- Connections of Equipment and subcontractor's equipment
- Floor space planning
Non Equant POPS: Equant will handle the contractual relationship with
the provider of housing facilities.
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Services Agreement for Switched Voice Miscellaneous Services
Equant will be responsible for providing to FT a feasibility study for
each of the above within 10 Working Days of FT's written request.
2.1 Housing of FT Equipment
Equant shall install FT Equipment at the agreed Site in accordance with
FT's guidelines provided on a case by case and under FT supervision.
Equant will be responsible for the management and maintenance of the
Site including all related facilities (HVAC, power, security, etc.)
FT or its subcontractors will be granted physical and remote access to
the Sites, including but not limited to, for the purposes of testing
etc., subject to procedures to be defined per country/POP and which
will be reflected in Service Orders. Where access is physical, it shall
be limited to authorized personnel of FT or their authorised agents.
Equant will provide a formal access procedure by May 31st, 2002.
All relocations of Equipment within the Network are to be agreed by the
Parties.
The costs associated with any relocation shall be allocated in
accordance with the principles set forth in the MOU.
Equant will be responsible for providing to FT a feasibility study for
each proposed relocation within 15 Working Days of FT's written
request.
2.3 Housing of Equipment
For Equipment and related systems located at a Site for the purpose of
providing Services to FT, FT shall specify:
- The type of Equipment to be installed or decommissioned
- The relevant technical environmental specifications
- The Site (with additional details if required) where the
Equipment is going to be installed
Equant will be responsible for providing to FT a feasibility study for
each of the above within 10 Working Days of FT's written request.
All relocations of Equipment for the purpose of providing Services to
FT are to be agreed by the Parties.
3. SUPPORT TO CUSTOMER SERVICE IMPLEMENTATION
All Service implementation activities will be under FT's project
management authority except for service to MNC customers. FT will own
the interface with Carrier customers.
3.1 Equipment and Systems Implementation
Any Equipment installation will be completed within the standard
implementation intervals as defined by FT and agreed by both Parties.
FT shall have the authority to manage the projects, and therefore FT
shall provide a specific engineering plan. Further, FT expects to
receive status reports from Equant, on a weekly basis unless otherwise
agreed by the Parties.
3.2 Equipment Purchasing
FT shall advise Equant which, Equipment and related systems, Equant
should procure for the purpose of supplying the Services. Equant shall
advise FT within 10 Working Days if such proposed procurement is
feasible.
3.3 Equipment Implementation Logistics
Equant will be responsible for:
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Services Agreement for Switched Voice Miscellaneous Services
- Import and export of Equipment as necessary including payment of
any applicable fees or taxes for Equipment release;
- Support in tracking Equipment delivered in country, but not
delivered to the Site;
- Inventory of all Equipment delivered; the inventory shall include
the state of the Equipment after its delivery.
3.4 Equipment Installation
This Section relates to the installation, or the removal, of Equipment.
It includes all activities necessary for Equant to perform these
functions. FT's project management shall oversee the Equipment
installations, or removals. FT shall provide a specific engineering
plan for both types of activities.
3.4.1 The Equipment specifications are defined and provided by FT
whether the installation is done by Equant, or by a third
party.
Should the installation be entrusted to a third party, Equant
will provide:
- Access to the Sites according to access procedures per
Site defined in Section 2.2 of Appendix 1
- Local support (e.g., information to a technician about
energy connections);
- Weekly reporting for on-going installations unless
otherwise agreed. After the installation is completed,
Equant shall provide FT will a final report that shall
address the completion of the Equipment installation,
delivery of spare parts, and when the Equipment or the
system was brought into service;
Should the installation be entrusted to Equant, Equant is
responsible for, but not limited to, the connection, the
turning on of, and bringing into service of the Equipment,
within the required time interval, and with weekly reporting
to FT unless otherwise agreed;
3.4.2 Upon acceptance of the installation, Equant shall submit a
final report to FT. The report shall include the final
description of the installation. The final report should also
include the description of spare part and additional Equipment
deliveries during the installation;
Equant shall also have the responsibility for maintaining and
updating appropriate site document.
3.4.3 Acceptance Process: All Services relating to FT Equipment
located at the Sites shall be accepted by FT pursuant to a
mutually agreed acceptance process to be defined by the
Parties.
3.4.4 Hand-over Process: The following requirements shall be
followed for Equipment or upgrades thereto:
- All projects are reviewed with FT;
- All documentation related to the project shall be made
available to FT;
The required monitoring and surveillance Equipment shall be
installed and tested following the guidelines provided by FT
as part of the installation project. FT has the full
responsibility of confirming the proper operations of the
voice monitoring and surveillance Equipment.
In this Section, project means all voice platform
installations and platform expansions; all voice platform
feature software upgrades or enhancements; and any voice
platform hardware upgrades (processor, memory expansion, etc.)
with the exception of port expansions.
3.5 Testing and Quality checks
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Services Agreement for Switched Voice Miscellaneous Services
FT has the full responsibility to ensure that each voice platform
installation or upgrade, covered by this Agreement, has been fully
tested and complies with the Test Specifications defined by FT's Voice
Engineering department and agreed by both Parties. Equant will assist
with the testing and will validate (by formal acceptance) that the
testing meets the specifications given by FT.
3.6 Other Activities
Support from Equant may be required for other activities including
call-through testing and trouble-shooting on existing billing
equipment, associated router/servers and cabling and any billing
activities related to the Services.
3.7 Carrier Customers and Service Implementation
For the installation of new Carrier customers, Equant will perform the
local operation activities described below. FT shall provide to Equant
a process for provisioning by May 31st, 2002. FT's project management
shall be responsible for overseeing said installations. Equant will
provide a SPOC function to assist FT in this coordination.
a) Order entry interface
- (e.g. access circuit ordering)
b) Carrier customer
- Access and other equipment [and/or CPE] installation
- Access circuit installation
- Equipment installation
- Testing
- Acceptance
- Wiring
c) Upon FT's request
- Switch configuration
- Optioning, testing
- Table building & Translation (where not centralized within
FT)
- CDR generation and content checking under the supervision
of FT.
d) Billing mediation system update
FT will request that Equant ensure that any Carrier customer
mediation billing setup is performed in order to allow proper
Carrier customer invoicing. FT and Equant will clarify this
process and responsibilities by May 31st, 2002.
e) Carrier Customer hand-over
FT will request that Equant ensure that Carrier customer
hand-over are performed in accordance with specifications defined
by FT and agreed by both Parties. FT and Equant will clarify this
process and responsibilities by May 31st, 2002.
3.8 MNC Customer and Service Implementation
For the installation of new MNC customers and former Equant MNC
customers migrated onto the Network in accordance to MoU. Equant will
perform the following local operation activities:
a) Customer access:
- Access circuit installation (from the distribution frame to
the switch port)
- Equipment installation
- Wiring
- Testing
- Acceptance
b) and where requested by FT:
- Switch configuration:
- testing
- Table building & translation (where not centralized by FT)
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Services Agreement for Switched Voice Miscellaneous Services
- CDR generation and content checking under the supervision
of FT.
4. OPERATIONS
4.1. Maintenance
FT will define the maintenance best practices by May 31st, 2002. FT may
request Equant to perform local support for maintenance activities
following the pre-defined maintenance guidelines. These activities
shall include:
- Preventive maintenance inspections
- Scheduled maintenance
- Switch configuration (table updates, port configuration,
trunk configuration)
- Vendor repair and return process
- First level/local maintenance of the data network for remote
operations, monitoring, and maintenance
- Central data base maintenance support
4.2. Change Management
FT will request Equant to perform local support for change management
activities. These activities shall include:
- Equipment extension
- Hardware modifications
- Software upgrades
- Systems modifications (monitoring platform, billing system)
4.3. Fault Management
Equant shall provide fault management services to FT, 24 hours a day, 7
days a week, covering all Equipment, for all of the countries where
Equant provides the Services. These fault management services include:
- Call management: 24x7 contact(s) is available to FT for any
troubleshooting request made to Equant. Only P1 tickets will
be handled on a 24x7 basis, subject to PTT and/or vendor
contracts SLAs. All other cases will be put on hold until
the next business day.
- Access and escort will be provided to the sub-contracted
third party whenever, and wherever, the troubleshooting
requires specific on-site intervention or expertise. Only P1
tickets will be handled on a 24x7 basis, subject to PTT
and/or vendor contract SLAs. All other cases will be dealt
with during local business hours.
- Customer coordinated troubleshooting of circuits and
equipment. Only P1 tickets will be handled on a 24x7 basis,
subject to PTT and/or vendor contract SLAs. All other cases
will be put on hold until the next business day.
- Performing and/or coordination of corrective actions for the
technical environment (Power/UPS, air conditioning, fire
protection, alarms management).
- Implementation of repair SLAs with all responsible PTOs and
local capacity providers
- Implementation of repair SLAs with sub-contracted and 3rd
party vendors (when applicable)
- Trouble Ticket Management (from initiation to closure)
- Real time telephone reporting to FT on trouble tickets.
- A field technician can be dispatched to the relevant Site on
a 24x7 basis for P1 tickets only. Exceptions can be made at
a cost to FTLD. The response time and any equipment
necessary to the field technician shall be defined in the
Process Performance Measurement, which is defined and agreed
by both Parties.
FT may either determine that a P1 classification is appropriate, or
reclassify the TT as required to meet its business needs. This incident
is considered minimal but on occasions may be necessary to ensure the
integrity of the network.
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Services Agreement for Switched Voice Miscellaneous Services
In the countries where FT does not rely on Equant for trouble shooting,
Equant shall only provide 24 x 7 Site access and premises escort to the
sub-contracted third parties.
For the purpose of satisfying FT's current in-house reporting needs,
full read only real time access to the relevant CTTS voice trouble
ticket information data source will be provided to FT by Equant.
Equant and FT Fault Management Escalation lists are attached in
Appendix 6.
4.4. Local Capacity Management
Equant will provide local support, where required, to manage voice
circuits, switch ports, signaling links, and any and all network
facilities required to establish end-to-end circuit connectivity for
customers of Services.
4.4.1 Route Management
FT will ensure adequate circuit capacity to handle all planned
traffic. FT will provide a methodology for managing unexpected
surges in demand, or emergencies to ensure the quality of the
Services is not degraded.
4.4.2 Voice and Signaling Circuit Capacity Management
Equant is responsible for maintaining the accuracy of the
existing local circuit data base until migration to a new
central database.
FT and Equant shall work together to create a common database
for circuit inventory / information and migrate all local
information into this database.
Equant will be responsible for maintaining the accuracy of the
local country circuit inventory in this database.
Equant shall provide an inventory report in electronic format
upon FT's request to Equant.
The required circuit information will include:
- Baseline circuit quantity (for example how many)
- Circuit connectivity (for example to and from which
locations)
- Circuit Capacity (for example E1 , T1)
- Name of Carrier o Circuit ID
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Services Agreement for Switched Voice Miscellaneous Services
4.4.3 Switch Ports
Equant is responsible for maintaining the accuracy of the
existing local port data bases until migration to a new
central database.
Upon FT's request, Equant will work with FT to populate a
central database of all switch ports covered by this
Agreement. Equant shall provide an inventory report in
electronic format upon FT's request to Equant.
The required switch port information includes:
- Wired Ports
- Installed Ports
- Assigned Ports
4.4.4 Support for Quality Management
When requested by FT, Equant shall provide support for measuring voice
quality parameters:
- Call completion rate (NER-Network Efficiency Ratio or ASR-Answer
Seizure Ratio)
- Post dial delay
- Call clarity (measures echo, clipping, static, noise, speech
delay, etc.)
- Total traffic volume
4.4.5 Best Choice Routing (BCR)
Upon FT's request Equant shall perform voice routing implementation and
maintenance activities.
The following activities are fully under FT's responsibility and Equant
will provide the required local services / resources to support this
function where required as forecasted by FT.
The activities shall include:
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Services Agreement for Switched Voice Miscellaneous Services
- Implement into the switches routing tables provided by FT.
- Maintain switch-dialing plan as created and requested by FT.
- Perform carrier destination quality pre-certification testing.
A test list shall be provided periodically by FT.
- Participate in the weekly trouble tickets and non-BCR review
meeting held by BCR team.
- Participate in the FT's biweekly conference call, or meeting, to
coordinate routing, quality, and emergency procedures.
- Maintain FT's BCR Support System (BCRSS) database maintenance and
data entry for all the information regarding switch and trunk
configuration. Where this function is not centralized.
- Implement exception routing whenever requested by FT and provide
notification upon action completion where this function is not
centralized.
- Maintain and distribute weekly a file of all exception routings
initiated at both FT's request or as an emergency action
resulting from the trouble ticket handling process.
- Provide website based weekly trouble ticket reports.
4.4.6 Relationships with Local Telecom Providers
Equant shall contract with the local telecom providers in order to
supply the Services and switched access as applicable, in order to meet
FT's requirements. For further clarity this obligation only applies in
countries where this activity is not already being performed by FT or
employees under the HR Services Agreement. Equant shall
- Obtain final rate information, and enter into contracts and SLAs,
where applicable, which meet FT's requirements, after
consultation with FT
- Issue request for quotation for carrier customer access
- Provide access to its premises and supply of technical
environment information, if required
- Enforce the performance standards with the telecom provider
(performance review, operational procedures, resolution of
disputes) in accordance with the standards set forth in the SLA.
If no SLA is available, Equant shall manage the telecom provider
to provide an acceptable level of service ) Equant shall review
such activity with FT.
- Follow-up on day-to-day working relationship issues
- Provide escalation contacts for the local telecom providers
- Provide Initial escalation contact point - Make payment to the
telecom provider for services received, unless instructed by FT
not to do so, and perform invoice verification and approval under
FT's control. Equant shall consult with FT to confirm receipt of
service.
- Review each invoice against the Enhanced Voice Offnet Cost Report
(Control Sheet) for the prior month, which FT shall provide to
Equant on a monthly basis;
- Provide FT with the Summary Report (Control Sheet) within 3 days
of receipt of the Enhanced Voice Offnet Cost Report from FT, and
discuss with FT any material rate/minute differences.
- Manage circuit and contract termination pursuant to instructions
from FT
- Communicate information to FT that may impact the business within
the country
In order for Equant to complete the above activities FT will provide to
Equant overall circuit coordination for international circuit orders
Responsibilities with respect to voice access and termination:
FT is responsible for the management of voice termination including:
i) defining the terms for voice termination contracts and rates with
suppliers;
ii) validating voice termination invoices based on actual minute volume; and
iii) decison-making and management of voice termination invoice disputes with
suppliers.
Equant is responsible for the following:
25
Services Agreement for Switched Voice Miscellaneous Services
i) following FT's instructions in the negotiation of voice termination
contracts;
ii) following FT's instructions in the validation of voice termination invoices
by:
4.4.7 Regulatory Authority
Equant shall obtain the appropriate regulatory authority to enable it
to provide the Services. Equant shall provide to FT all relevant
information with respect to relevant regulations and compliance
obligations associated with the Network. FT may instruct Equant to
lobby local regulatory authorities with respect to issues of importance
to FT. The coordination of the following activities is under FT's
responsibility; Equant will provide the necessary local resources and
activities to support this function. FT will provide a SPOC, which will
coordinate the activities across the regions.
Such Equant local resources and activities, may include for example:
- Provide a list of the regulatory requirements for doing business
in the country o Provide copies of any voice licenses
documentation
- Local legal and regulatory requirements for storage of customer
information that must be complied with
- On demand, provide copies of local regulations and specific
agreements concerning the general obligations in the area of
national security, law enforcement and public safety
- Comply with local regulations and agreements as regards the area
of national security, law enforcement, public safety and
protection of personal data
4.4.8 Relationships with Third Party Vendors to Support the Supply of
Services
As applicable, and subject to agreement with FT, Equant may enter into
local agreements with third party vendors as necessary to support the
Services. This may include some or all of the following:
- Obtain rate information and enter into contracts and SLAs (after
formal approval with FT)
- Provide access to premises and supply of technical environment,
if required
- Place the order and contract with the third party and manage
delivery of the product according to the terms of the contracts
signed with such third party vendors FT is responsible for vendor
selection. FT may choose to use Equant's standard supplier.
- Monitor day-to-day working relationship, escalation paths
- Perform invoice verification, approval, and payment to the third
party under FT's control and instruction
- Terminate contract or service orders as instructed by FT
As applicable, Equant shall enter into contracts or continue existing
contracts between Equant and third party providers of software licenses
& maintenance and equipment maintenance services related to the
Equipment.
4.4.9 Planned Outages
When Equant performs maintenance on and upgrades to the Network, or its network
or equipment, or anything which could impact the Services, and if these planned
works (hereinafter referred to as "Planned Work") may affect the provision of
the Services (hereinafter referred to as "Planned Outage"), Equant shall give FT
advance notice as follows and shall give FT an opportunity to provide an input
and comment on the work plan.
The notification of this Planned Work shall be given in writing and as many days
prior to the commencement of said Planned Work as is reasonably possible, but in
any event, not less than 20 Working Days prior to such commencement. This
notification shall detail the duration and planning of the Planned Work. Equant
shall make its best efforts to limit the number of Planned Outages.
To the extent it is possible to do so, all Planned Work shall be scheduled for
and conducted during the pre approved maintenance window as agreed between
Equant and FT.
26
Services Agreement for Switched Voice Miscellaneous Services
The Parties shall agree on the procedure and process for conducting Planned
Work.
Planned Work shall not be considered as a fault and therefore shall not be taken
into account when calculating availability in accordance with Appendix 2, 4 or
5. In the event of failure by Equant to follow the process for Planned Outage,
this shall be considered as a fault and the maintenance time shall be taken into
account when calculating the availability.
In the event that emergency maintenance is required, FT will be notified as soon
as is reasonably practicable given the circumstances, in accordance with the
agreed procedure.
27
Services Agreement for Switched Voice Miscellaneous Services
APPENDIX 2 - QUALITY AND PERFORMANCE MANAGEMENT
1. KEY PERFORMANCE INDICATORS (KPIs)
PURPOSE
KPIs are used to measure Equant's performance and quality of service
when providing FT with the Services. The following KPIs are designed to
allow performance follow up and improvements to the Services. KPIs
shall be applied on a global basis. KPIs shall be measured on a country
by country basis. Determination of what credits are due shall be made
on a country by country basis.
Performance targets and attached Fee credits are defined in Appendix 4.
The Parties have agreed that both the performance targets and the Fee
credits will be reviewed by May 31, 2002 and the Parties will replace
Appendix 4 at the end of such period. Until that date, no Fee credits
will be payable by Equant.
The Parties agree that where a performance indicator exceeds the KPI
threshold due to FT negligence, Equant shall not be responsible for
paying a Fee credit such as defined in Appendix 4.
The Parties will review this Appendix at least once every 12 months, as
well as Appendix 4 on a quarterly basis, if they agree, they will make
any necessary changes to any KPI and KPI targets.
2. HOUSING KPIs
The Housing KPIs are:
Number of events caused by technical environmental reasons that had a
detrimental effect on the Services such that the Services cannot be
provided, and for which specified performance targets were not met.
Availability of Housing for Equipment (expressed as a percentage of
total hours and measured monthly).
3. SERVICES IMPLEMENTATION KPIs
The Services Implementation KPIs are:
Percentage of Equipment installed on time as per the Service Order.
Percentage of circuits (local) installed on time as per the Service
Order.
4. VOICE OPERATIONS KPIs
The Services Operations KPIs are:
Handle-Time-to-Restore (HTTR): the total time comprised from fault
notice from FT to Equant until the Service is restored.
Mean Response Time (MRT) period of time (measured in hours) beginning
from the failure notice by FT to Equant field services until the Equant
field technician's arrival on site (calculated as the average value of
all response times recorded on a monthly basis).
5. BCR
This KPI will remain valid till the BCR centralization is completed by
FT. Once completed, this KPI will no longer be applicable.
The measurement of this KPI shall be the responsibility of FT.
28
Services Agreement for Switched Voice Miscellaneous Services
The BCR KPIs are
- Implementation lead time of Routing Tables into the switches
- Lead time to perform carrier destination quality
pre-certification testing
- Implementation lead time of exception routing. Exception routing
requires pre-defined routing instruction. Equant will not be
liable where the decision to implement exception routing is
confirmed in writing by FT prior to the exception routing
implemented into the switch. Where no instruction is forth coming
no exception routing must be implemented otherwise Equant will be
liable to meet the cost differential.
Where "lead time" is: the total time from the confirmed reception by
Equant of the request until completion of the task.
6. KPI REPORT
Equant shall provide a report measuring its performance in producing
the reports set forth in Section 9 of this Appendix 2. Equant shall
produce such report on a quarterly basis.
7. CREDIT
A credit mechanism is applied for the KPIs indicated above.
If one of the KPI credit quarterly threshold is met within the quarter,
and if this situation is confirmed by both Parties, the Fee credit will
be equal to:
$100 X number of Working Days within a quarter where the KPI
credit threshold is exceeded.
Penalty only applicable to the number of days outside the KPI.
If the threshold for the KPI exceeds 15 consecutive days, the above
credit allowance will be increased to $200 per Working Day for each day
past the initial 15 day period.
No Credit shall be granted if the malfunction of the Service is due to:
(i) An outage due to Force Majeure.
(ii) An outage imputed to FT, its employees, or its
Sub-Contractors.
For the purpose of this Agreement, Equant, its employees and its
Affiliates or its Affiliates employees or Equant sub-contractors shall
not be considered as Sub-Contractors.
8. MEASUREMENTS
Equant will be responsible for measurement of the KPI performance
using its tools and systems excluding the BCR measurement defined in
Section 6 of this Appendix.
9. REPORTING
All reports shall be generated by Equant and provided to FT on a
monthly basis. Points of contact (POC) are provided in Appendix 8.
On-line Reporting
By the 15th of each month, the most current KPI report shall be posted
on an Intranet WEB site, accessible only to authorized employees of FT
and Equant. The reports should be in standard format and easily
downloaded from the website. The timeline upon which the reports will
be posted will be agreed between the Parties.
29
Services Agreement for Switched Voice Miscellaneous Services
KPI Review
FT and Equant shall jointly review the results reported in the monthly,
quarterly, and annual KPI reports.
Disputed KPI Results
The Parties will discuss within 10 Working Days of the posting , any
issues or disputes concerning the monthly, quarterly, or annual KPI
reports. Each Party shall provide the other with reasons and back-up
information. The other Party shall have 5 Working Days from receipt
notification of the dispute to provide an answer or explanation in
writing. If there is a mistake or omission in the original KPI report,
the report owner shall provide a corrected version of the report within
5 Working Days of dispute resolution. If the disputed item is not
resolved by the Parties, either Party may refer the matter to disputes
in accordance with Section 10 of the Agreement.
Timing of Reports
Equant shall monitor its performance under all KPI reports as per the
below:
Monthly KPI Reports
Equant shall prepare the preceding month's KPIs for the monthly KPI
report. Equant shall post the most current KPI report by the 15th of
the following month on an Intranet WEB site, accessible only to
authorized employees of FT and Equant. The previous thirteen months of
reports shall be archived on the same website.
Quarterly KPI Reports
Equant will assemble the KPI information for the entire quarter and
will provide the information displayed both as monthly data and for the
cumulative quarter. The quarterly report will be provided on the 15th
of the first month of the following quarter.
Annual KPI Reports
Equant will assemble the KPI information for the entire year and will
provide the information displayed both as monthly data, cumulative by
quarter, and for the year. The annual report will be provided by the
20th of January of the following year.
10. PERFORMANCE REVIEW
Monthly Performance Review
The management teams responsible for the KPIs shall review the monthly
performance review. There should not be a need for a face-to-face
meeting unless the results are below expectation, and it is determined
a Service Improvement Plan (SIP) must be implemented. Designated
management and executive management representatives for FT and Equant
shall attend such meetings, if required.
Quarterly Performance Reviews
Quarterly performance reviews shall be formal meetings held within 4
weeks of the end of the quarter unless otherwise agreed unnecessary by
both Parties. Equant shall present the results for the entire quarter.
Designated management and executive management representatives of FT
and Equant shall attend the meetings. Equant and FT will agree on the
meeting agenda at least one week before the meeting and shall be
responsible for taking and distributing the meeting minutes within 5
Working Days after the review.
Annual Performance Review
30
Services Agreement for Switched Voice Miscellaneous Services
The meeting shall be formal and shall be held within 4 weeks of the
year end. It shall be attended by FT's and Equant's executive
management, or their designated representatives. Equant shall prepare a
presentation of the results for the year. Equant and FT will agree on
the meeting agenda at least two weeks before the review and shall be
responsible for taking and distributing the meeting minutes within 5
Working Days after the review. FT shall present the forecast of voice
network requirements for the coming year.
11. SERVICE IMPROVEMENT PLANS (SIPS)
The Service Improvement Plan (SIP) shall ensure that service failures
are identified, documented, assigned, and corrected within a committed
timeframe. The SIP shall also be used after FT has determined that
Equant has not met their required service performance, or when Equant
is not following the required contract specifications, processes, and
procedures.
The need for service improvement shall be determined during the monthly
and quarterly performance review meetings unless otherwise requested by
one of the Parties. If it is determined during the monthly or quarterly
performance meetings that the SIP process must be implemented, a
problem statement shall be sent to Equant for implementation. Equant
shall respond to FT with a proposed action plan and timetable within 10
Working Days. Upon FT's approval, and response to Equant, the SIP shall
be implemented.
31
Services Agreement for Switched Voice Miscellaneous Services
APPENDIX 3 - EQUANT EQUIPMENT / LOCATION
Equant Equipment managed by FT and used by Equant to provide the Services to FT
- -----------------------------------------------------------------------------------------------------------------------------------
TEST
EQUIPMENT TOTAL # OF
LIST RACKS FOR THE
SWITCH # OF DCME # OF DCME # OF ECHO CANS (# AND MODEL) SWITCHED VOICE
COUNTRY SWITCH SITE TYPE TERMINALS 240X TERMINALS 360X E1/T1 PORTS EX: 1 X MPA EQUIPMENTS COMMENTS
- -----------------------------------------------------------------------------------------------------------------------------------
Australia Melbourne DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
Australia Sydney DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
Austria Vienna DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
Belgium Brussels DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
Belgium Brussels1 M1
- -----------------------------------------------------------------------------------------------------------------------------------
Brazil Sao Paulo AEX10
- -----------------------------------------------------------------------------------------------------------------------------------
Canada Toronto AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
China Hong Kong DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
Denmark Copenhagen AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
Denmark Copenhagen ANS
- -----------------------------------------------------------------------------------------------------------------------------------
Finland Helsinki AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
France Paris AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
France Paris BMX
- -----------------------------------------------------------------------------------------------------------------------------------
Germany Frankfurt DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
Italy Milan DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
MMCS
Merdidian
Opt.61 (DMS
front end for
analogic or
CAS
Italy Milan1 connections)
- -----------------------------------------------------------------------------------------------------------------------------------
Japan Tokyo DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
Luxembourg Luxembourg AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
Netherlands Amsterdam DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
32
Services Agreement for Switched Voice Miscellaneous Services
- -----------------------------------------------------------------------------------------------------------------------------------
MMCS
* Switch is
not in use
anymore, no
new
destination
Netherlands Amsterdam2 yet defined
- -----------------------------------------------------------------------------------------------------------------------------------
New Zealand Auckland AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
Norway Oslo AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
Portugal Lisbon MMCS/C7
- -----------------------------------------------------------------------------------------------------------------------------------
Singapore Singapore AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
Singapore Singapore AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
Spain Madrid DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
Spain Barcelona MMCS
- -----------------------------------------------------------------------------------------------------------------------------------
Sweden Stockholm AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
Switzerland Geneva AXE10
- -----------------------------------------------------------------------------------------------------------------------------------
Switzerland Zurich MMCS
- -----------------------------------------------------------------------------------------------------------------------------------
Taiwan Taipei DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
UK Telehouse DMS100E
- -----------------------------------------------------------------------------------------------------------------------------------
UK Archway House DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
UK Manchester DMS100E
- -----------------------------------------------------------------------------------------------------------------------------------
USA Oak Hill DMS GSP
- -----------------------------------------------------------------------------------------------------------------------------------
TOTAL #
OF RACKS = 0
33
Services Agreement for Switched Voice Miscellaneous Services
APPENDIX 4 - KPIS AND FEE CREDITS
KPIs related to Service Implementation (Section 3 of Appendix 1)
- ----------------------------------------------------------------------------------------------------------------------------------
KPI Target Credit
- ----------------------------------------------------------------------------------------------------------------------------------
Housing KPIs Number of events due to technical
environment failures 0 No applicable
- ----------------------------------------------------------------------------------------------------------------------------------
% Availability of Housing service 100 % Application of Section 6
(Appendix2)
- ----------------------------------------------------------------------------------------------------------------------------------
Service Order Card changing = 2 working days Application of Section 6
Implementation: (Appendix2
Within agreed upon maintenance window
- ----------------------------------------------------------------------------------------------------------------------------------
Other service order implementation = 90% Application of Section 6
% target committed date met, as per defined (Appendix2)
in the Service Order
- ----------------------------------------------------------------------------------------------------------------------------------
34
Services Agreement for Switched Voice Miscellaneous Services
KPIs related to Operations (Section 4 of Appendix 1)
- ----------------------------------------------------------------------------------------------------------------------------------
Fault Management HTTR - P1 P1 [less than] 3h Application of Section 6
(Appendix2)
- ----------------------------------------------------------------------------------------------------------------------------------
HTTR - P2 P2 [less than] 6h Application of Section 6
(Appendix2)
- ----------------------------------------------------------------------------------------------------------------------------------
MRT P1 [less than] Application of Section 6
Local business hours in all countries 30 minutes (Appendix2)
of the perimeter
- ----------------------------------------------------------------------------------------------------------------------------------
MRT P1 [less than] Application of Section 6
Out of local business hours UK, Spain, 2 hours (Appendix2)
Italy and Finland
- ----------------------------------------------------------------------------------------------------------------------------------
MRT P1 [less than] Application of Section 6
Out of business hours all other countries 1.25 hour (Appendix2)
of the perimeter
- ----------------------------------------------------------------------------------------------------------------------------------
MRT P2 [less than] Application of Section 6
Local business hours only 1 hour (Appendix2)
- ----------------------------------------------------------------------------------------------------------------------------------
BCR Implementation of Routing Tables into the 2 days Application of Section 6
Switches (Appendix2)
- ----------------------------------------------------------------------------------------------------------------------------------
Carrier destination quality pre-certification 2 days Application of Section 6
(Appendix2)
- ----------------------------------------------------------------------------------------------------------------------------------
Implementation of exception routing 1h Application of Section 6
(Appendix2)
- ----------------------------------------------------------------------------------------------------------------------------------
Where P1, P2, P3 and P4 mean:
- P1 - Equant total voice access trunk outage without alternate routes,
or total failure of calls to all destinations.
- P2 - Partial voice access trunk outage, or total failure of calls to
multiple destinations, or degraded quality to all destinations.
- P3 - Degraded quality on calls to one or multiple destinations (each
destination should have a separate ticket).
- P4 - No customer impact or Monitoring or Documentation or Cards on
backup or Chronic ticket.
35
SERVICES AGREEMENT FOR SWITCHED VOICE MISCELLANEOUS SERVICES
APPENDIX 5 - SERVICE ORDER FORM
SERVICE AGREEMENT FOR SWITCH VOICE MISCELLANEOUS SERVICES
APPENDIX 5 - SERVICE ORDER FORM
1. Service order to be provided each quarter as a forecast for services. This
should be provided one month prior to the ned of the forecast period
2. Each Service Order will be compiled at a site level.
3. Additional services can be requested during a quarter but will be appendixes
to the pertaining Service Order Form
4. Equant estimate the man hours of service requested. Within 10 working days
(FTE* = Full Time Equivalent)
5. The service Order Form is to be operated in accordance with section 4 of the
Service Agreement relating to Switched Voice Miscellaneous Services between
FRANCE TELECOM S.A. and EQUANT N.V.
Accordingly the Parties agree as of the Effective Date:-
For FT:- For Equant:-
Name: Name:
Title: Title:
Date: Date:
NB. This Service Order (SO) cab be superseded at anytime by a new SO agreed by
both parties in accordance with section 18 of the Service Agreement.
==============================================================================================================
CONTRACTUAL CONTRACT TECHNICAL CONTACT
==============================================================================================================
FTLD EQUANT FTLD EQUANT
- --------------------------------------------------------------------------------------------------------------
Name Name Name Name
- --------------------------------------------------------------------------------------------------------------
Telephon Telephone Telephone Telephone
- --------------------------------------------------------------------------------------------------------------
Fax Fax Fax Fax
- --------------------------------------------------------------------------------------------------------------
e-Mail e-Mail e-Mail e-Mail
==============================================================================================================
===================================
Quarter
- -----------------------------------
SO Starting Date
- -----------------------------------
SO Terminating Date
===================================
=======================================================================================================================
COUNTRIES/VOLUME
=======================================================================================================================
OPS SERVICES REQUESTS AMSTERDAM AUCKLAND BRUSSELS COPENHAGEN FRANKFURT GENEVA
=======================================================================================================================
Trouble Tickets in Business Hr
- -----------------------------------------------------------------------------------------------------------------------
Trouble Tickets Outside Bus Hr
- -----------------------------------------------------------------------------------------------------------------------
Trouble Tickets handled Total
- -----------------------------------------------------------------------------------------------------------------------
Daily Switch Log Checks
- -----------------------------------------------------------------------------------------------------------------------
Daily ASR Checks
- -----------------------------------------------------------------------------------------------------------------------
BCR Loads
- -----------------------------------------------------------------------------------------------------------------------
FTLD Network Implementations
- -----------------------------------------------------------------------------------------------------------------------
FTLD Customer Implementation
- -----------------------------------------------------------------------------------------------------------------------
CLI Implementation
- -----------------------------------------------------------------------------------------------------------------------
Carrier Testing Assistance
- -----------------------------------------------------------------------------------------------------------------------
Preventative Maintenance
- -----------------------------------------------------------------------------------------------------------------------
Billing Checks
- -----------------------------------------------------------------------------------------------------------------------
Site Admin
- -----------------------------------------------------------------------------------------------------------------------
=======================================================================================================================
TOTAL ESTIMATED MANPOWER
=======================================================================================================================
====================================================================================================================================
COUNTRIES VOLUME
====================================================================================================================================
OPS SERVICES REQUESTS HELSINKI HONG KONG LONDON LISBON LUXEMB MADRID BARCELONA FTE* PRICE TOTAL
====================================================================================================================================
$0
- ------------------------------------------------------------------------------------------------------------------------------------
Trouble Tickets in Business Hr
- ------------------------------------------------------------------------------------------------------------------------------------
Trouble Tickets Outside Bus Hr
- ------------------------------------------------------------------------------------------------------------------------------------
Trouble Tickets handled $0
- ------------------------------------------------------------------------------------------------------------------------------------
Daily Switch Log Checks
- ------------------------------------------------------------------------------------------------------------------------------------
Daily ASR Checks
- ------------------------------------------------------------------------------------------------------------------------------------
BCR Loads $0
- ------------------------------------------------------------------------------------------------------------------------------------
FTLD Network Implementations $0
- ------------------------------------------------------------------------------------------------------------------------------------
FTLD Customer Implementation $0
- ------------------------------------------------------------------------------------------------------------------------------------
CLI Implementation
- ------------------------------------------------------------------------------------------------------------------------------------
Carrier Testing Assistance $0
- ------------------------------------------------------------------------------------------------------------------------------------
Preventative Maintenance $0
- ------------------------------------------------------------------------------------------------------------------------------------
Billing Checks
- ------------------------------------------------------------------------------------------------------------------------------------
Site Admin $0
- ------------------------------------------------------------------------------------------------------------------------------------
$0
====================================================================================================================================
TOTAL ESTIMATED MANPOWER X $0
====================================================================================================================================
====================================================================================================================================
COUNTRIES/VOLUME
====================================================================================================================================
OPS SERVICES REQUESTS MANCHESTER MILAN OAK HILL OSLO SAO PAOLO SINGAPORE STOCKHOLM SYDNEY
====================================================================================================================================
- ------------------------------------------------------------------------------------------------------------------------------------
- ------------------------------------------------------------------------------------------------------------------------------------
Trouble Tickets in Business Hr
- ------------------------------------------------------------------------------------------------------------------------------------
Trouble Tickets Outside Bus Hr
- ------------------------------------------------------------------------------------------------------------------------------------
Trouble Tickets handled
- ------------------------------------------------------------------------------------------------------------------------------------
Daily Switch Log Checks
- ------------------------------------------------------------------------------------------------------------------------------------
Daily ASR Checks
- ------------------------------------------------------------------------------------------------------------------------------------
BCR Loads
- ------------------------------------------------------------------------------------------------------------------------------------
FTLD Network Implementations
- ------------------------------------------------------------------------------------------------------------------------------------
FTLD Customer Implementation
- ------------------------------------------------------------------------------------------------------------------------------------
CLI Implementation
- ------------------------------------------------------------------------------------------------------------------------------------
Career Testing Assistance
- ------------------------------------------------------------------------------------------------------------------------------------
Preventative Maintenance
- ------------------------------------------------------------------------------------------------------------------------------------
Billing Checks
- ------------------------------------------------------------------------------------------------------------------------------------
Site Admin
- ------------------------------------------------------------------------------------------------------------------------------------
====================================================================================================================================
TOTAL ESTIMATED MANPOWER
====================================================================================================================================
====================================================================================================================
COUNTRIES/VOLUME
====================================================================================================================
OPS SERVICES REQUESTS TAIPEI TOKYO TORONTO VIENNA ZURICH FTE* PRICE TOTAL
====================================================================================================================
$0
- --------------------------------------------------------------------------------------------------------------------
Trouble Tickets in Business Hr
- --------------------------------------------------------------------------------------------------------------------
Trouble Tickets Outside Bus Hr
- --------------------------------------------------------------------------------------------------------------------
Trouble Tickets handled $0
- --------------------------------------------------------------------------------------------------------------------
Daily Switch Log Checks
- --------------------------------------------------------------------------------------------------------------------
Daily ASR Checks
- --------------------------------------------------------------------------------------------------------------------
BCR Loads $0
- --------------------------------------------------------------------------------------------------------------------
FTLD Network Implementations $0
- --------------------------------------------------------------------------------------------------------------------
FTLD Customer Implementation $0
- --------------------------------------------------------------------------------------------------------------------
CLI Implementation
- --------------------------------------------------------------------------------------------------------------------
Career Testing Assistance $0
- --------------------------------------------------------------------------------------------------------------------
Preventative Maintenance $0
- --------------------------------------------------------------------------------------------------------------------
Billing Checks
- --------------------------------------------------------------------------------------------------------------------
Site Admin $0
- --------------------------------------------------------------------------------------------------------------------
$0
====================================================================================================================
TOTAL ESTIMATED MANPOWER X $0
====================================================================================================================
=======================================================================================================================
COUNTRIES (YES/NO)
=======================================================================================================================
OTHER MISC. SERVICE REQUESTS AMSTERDAM AUCKLAND BRUSSELS COPENHAGEN FRANKFURT GENEVA
=======================================================================================================================
- -----------------------------------------------------------------------------------------------------------------------
PTT Account Management
- -----------------------------------------------------------------------------------------------------------------------
Regulatory Management
- -----------------------------------------------------------------------------------------------------------------------
=======================================================================================================================
TOTAL
=======================================================================================================================
====================================================================================================================================
COUNTRIES (YES/NO)
====================================================================================================================================
OTHER MISC. SERVICE REQUESTS HELSINKI HONG KONG LONDON LISBON LUXEMB MADRID BARCELONA FTE* PRICE TOTAL
====================================================================================================================================
$0
- ------------------------------------------------------------------------------------------------------------------------------------
PTT Account Management $0
- ------------------------------------------------------------------------------------------------------------------------------------
Regulatory Management $0
- ------------------------------------------------------------------------------------------------------------------------------------
$0
====================================================================================================================================
TOTAL X $0
====================================================================================================================================
====================================================================================================================================
COUNTRIES (YES/NO)
====================================================================================================================================
OTHER MISC. SERVICE REQUESTS MANCHESTER MILAN OAK HILL OSLO SAO PAOLO SINGAPORE STOCKHOLM SYDNEY
====================================================================================================================================
- ------------------------------------------------------------------------------------------------------------------------------------
PTT Account Management
- ------------------------------------------------------------------------------------------------------------------------------------
Regulatory Management
- ------------------------------------------------------------------------------------------------------------------------------------
====================================================================================================================================
TOTAL
====================================================================================================================================
====================================================================================================================
COUNTRIES (YES/NO)
====================================================================================================================
OPS SERVICES REQUESTS TAIPEI TOKYO TORONTO VIENNA ZURICH FTE* PRICE TOTAL
====================================================================================================================
$0
- --------------------------------------------------------------------------------------------------------------------
PTT Account Management $0
- --------------------------------------------------------------------------------------------------------------------
Regulatory Management $0
- --------------------------------------------------------------------------------------------------------------------
$0
====================================================================================================================
TOTAL X $0
====================================================================================================================
===================================================================================================================
AD-HOC/PROJECT REQUEST COST ($)
===================================================================================================================
Country X
- -------------------------------------------------------------------------------------------------------------------
Request (Include Plan No.) X
- -------------------------------------------------------------------------------------------------------------------
X
- -------------------------------------------------------------------------------------------------------------------
Equant comments/Date X
===================================================================================================================
TOTAL
===================================================================================================================
Page 38
Services Agreement for Switched Voice Miscellaneous Services
VOICE SERVICE INDEX
ALL NON DAILY SERVICES WILL BE TRACKED BY CTTS FOR REPORTING AND MONITORING,
THIS WILL BE ACTIVATED DURING Q2 2002
- ------------------------------------------------------------------------------------------------------------------------------------
SERVICES MAN HOURS EFFORT COMMENTS
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of services
Localisation of cct problems (applying Loops / Dis)
Applying Tester to cct, BERT or voice Signalling tracting Correcting Local
wiring problems (jumpers on DDF)
Trouble Tickets Arranging access for vendor on site
Hardware swap of voice equipment
Booking cct out to PTT
Managing ticket with PTT updates and escalations as per ticket
excellence in CTTS
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of services
Daily Switch Log Check Each business day mroning review switch log's for underlining issues
Raise any issues for resolution
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of Service
Daily ASR Checks Each business day morning review carrier ASR or degradation of service
including trombones
Raise any issues to FTLD for Resolution via FTLD Process
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of service Running
FTLD Network Implementation Jumpers and termination BERT cct testing on turn up
2M/bit & FTLD Customer Accepting cct from provider Updating database
Implementation Update Aravis System for FTLD Customers
As per FTLD Process
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of Service
CLI Implementation Ensure correct loading of Local CLI's for indirect access customers
- ------------------------------------------------------------------------------------------------------------------------------------
Carrier Customer Testing Definition of Service
Assistance Local Technical Language Support during call testing
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of Service
Perform Preventive mantenance as per FTLD Process
Preventive Maintenance Examples
Filter changes on a rack
Backup Tape Changes
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of Service
Checking trouble tickets of open BCR issues
BCR Loading Loading BCR
As per FTLD defined Process
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of Service
Billing Admin Perform Daily checks on Aravis system
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of Service
Voice site inspection - Area clean & tidy
Site Admin Task No Facilities issues to endanger voice equipment
Visual check on batteries if supplied etc
Voice DDF is tidy
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of Service
Tasks which have not been catered for in the above.
Voice Projects This include switch upgrades ONP's
Amount of hours to be agreed depending on the project.
Ad Hoc Service request section to be filled in for the project
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of Service
Carrier Account Management Account Management for a carrier
- ------------------------------------------------------------------------------------------------------------------------------------
Definition of Service
Regulatory Management Management of Licence and Interconnect agreements incountry
against current contract.
- ------------------------------------------------------------------------------------------------------------------------------------
Page 39
Services Agreement for Switched Voice Miscellaneous Services
APPENDIX 6 - EQUANT AND FT - FAULT MNGT ESCALATION LISTS
FTLD FAULT MNGT ESCALATION LIST
====================================================================================================================================
CTTS GROUPNAME ESCALATION_LEVEL HOURS CONTACT TITLE
====================================================================================================================================
GLOBAL VOICE 1ST LEVEL SUPPORT I 08:00-18:00 Mon-Fri Glyn Prowse Team Leader
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE 1ST LEVEL SUPPORT II P1, 24 hr P2,3,4-7hrs by 5days Evan Clarke Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE 1ST LEVEL SUPPORT III P1, 24 hr P2,3,4-7hrs by 5days Evan Clarke Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE 1ST LEVEL SUPPORT IV P1, 24 hr P2,3,4-7hrs by 5days John Gross Director
====================================================================================================================================
GLOBAL VOICE 2ND LEVEL SUPPORT I 00:00-12:00 EST VTAC Frankfurt Senior Engineer
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE 2ND LEVEL SUPPORT I 12:00-23:59 EST VTAC USA Senior Engineer
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE 2ND LEVEL SUPPORT II 00:00-12:00 EST Alexander Evstafyev VTAC Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE 2ND LEVEL SUPPORT II 12:01-23:59 EST Joe San-Nicolas VTAC Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE 2ND LEVEL SUPPORT III All Gary Cottage Group Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE 2ND LEVEL SUPPORT IV All John Gross Director
====================================================================================================================================
GLOBAL VOICE NMC I All Voice NMC Engineer Engineer
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE NMC II 5am-5pm GMT Manfred Donack Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE NMC II 5pm-5am GMT Thomas Herbig Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE NMC III All Richard Ramharak Group Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE NMC IV All John Gross Director
====================================================================================================================================
GLOBAL VOICE TAC VENDOR I 00:00-12:00 EST VTAC Frankfurt Senior Engineer
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE TAC VENDOR I 12:00-23:59 EST VTAC USA Senior Engineer
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE TAC VENDOR II 00:00-12:00 EST Alexander Evstafyev VTAC Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE TAC VENDOR II 12:01-23:59 EST Joe San-Nicolas VTAC Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE TAC VENDOR III All Gary Cottage Group Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE TAC VENDOR IV All John Gross Director
====================================================================================================================================
GLOBAL VOICE TRANSLATIONS I All Voice Translations On Call On Call
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE TRANSLATIONS II All holger loeffert Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE TRANSLATIONS III All John Calder Manager
- ------------------------------------------------------------------------------------------------------------------------------------
GLOBAL VOICE TRANSLATIONS IV All John Calder Manager
====================================================================================================================================
Fifth Level for all Groups V All Ian Speed Vice President
====================================================================================================================================
FTLD FAULT MNGT ESCALATION LIST
================================================================================
CTTS GROUPNAME MOBILE
================================================================================
GLOBAL VOICE 1ST LEVEL SUPPORT +44(0)7836-727-298
- --------------------------------------------------------------------------------
GLOBAL VOICE 1ST LEVEL SUPPORT +44(0)7768-991-668
- --------------------------------------------------------------------------------
GLOBAL VOICE 1ST LEVEL SUPPORT +44(0)7768-991-668
- --------------------------------------------------------------------------------
GLOBAL VOICE 1ST LEVEL SUPPORT +1703-328-1909
================================================================================
GLOBAL VOICE 2ND LEVEL SUPPORT +49 69 92901 540
- --------------------------------------------------------------------------------
GLOBAL VOICE 2ND LEVEL SUPPORT +49 69 92901 540
- --------------------------------------------------------------------------------
GLOBAL VOICE 2ND LEVEL SUPPORT +49 171 226 4951
- --------------------------------------------------------------------------------
GLOBAL VOICE 2ND LEVEL SUPPORT +1 703-216-4519
- --------------------------------------------------------------------------------
GLOBAL VOICE 2ND LEVEL SUPPORT +1703-201-8661
- --------------------------------------------------------------------------------
GLOBAL VOICE 2ND LEVEL SUPPORT +1703-328-1908
================================================================================
GLOBAL VOICE NMC N/A
- --------------------------------------------------------------------------------
GLOBAL VOICE NMC +49-160-741 5746
- --------------------------------------------------------------------------------
GLOBAL VOICE NMC +1 703 981 0826
- --------------------------------------------------------------------------------
GLOBAL VOICE NMC +49 171 2264952
- --------------------------------------------------------------------------------
GLOBAL VOICE NMC +1703-328-1908
================================================================================
GLOBAL VOICE TAC VENDOR +49 69 92901 540
- --------------------------------------------------------------------------------
GLOBAL VOICE TAC VENDOR +49 69 92901 540
- --------------------------------------------------------------------------------
GLOBAL VOICE TAC VENDOR +49 171 226 4951
- --------------------------------------------------------------------------------
GLOBAL VOICE TAC VENDOR +1 703-216-4519
- --------------------------------------------------------------------------------
GLOBAL VOICE TAC VENDOR +1703-201-8661
- --------------------------------------------------------------------------------
GLOBAL VOICE TAC VENDOR +1703-328-1809
================================================================================
GLOBAL VOICE TRANSLATIONS +49-69-9290-1655 24 hrs
- --------------------------------------------------------------------------------
GLOBAL VOICE TRANSLATIONS +49-171-8665438
- --------------------------------------------------------------------------------
GLOBAL VOICE TRANSLATIONS +1-571-277-2139
- --------------------------------------------------------------------------------
GLOBAL VOICE TRANSLATIONS +1-571-277-2139
================================================================================
Fifth Level for all Groups +44(-0)-777-047-5451
================================================================================
Page 41
Services Agreement for Switched Voice Miscellaneous Services
EQUANT/GCSC FAULT MNGT ECALATION LIST
- ------------------------------------------------------------------------------------------------------------------------------------
NORTH AMERICA - ATLANTA
- ------------------------------------------------------------------------------------------------------------------------------------
Level 1 Escalation Group Leader - Mids Steve Nurmi Oak Hill 1-703-471-2670 1-703-447-8113
- ------------------------------------------------------------------------------------------------------------------------------------
Level 1 Escalation Group Leader - Days Mauricio Lainez Oak Hill 1-703-689-6300
- ------------------------------------------------------------------------------------------------------------------------------------
Level 1 Escalation Group Leader - Swings Azim Jaghoori Oak Hill 1-703-375-8327 1-703-966-0419
- ------------------------------------------------------------------------------------------------------------------------------------
Level 2 Escalation Supervisor - Mids Steve Nurmi Oak Hill 1-703-471-2670 1-703-447-8113
- ------------------------------------------------------------------------------------------------------------------------------------
Level 2 Escalation Supervisor - Days Veronic Polk Oak Hill 1-703-689-6300 1-703-966-0796
- ------------------------------------------------------------------------------------------------------------------------------------
Level 2 Escalation Supervisor - Swings Azim Jaghoori Oak Hill 1-703-375-8327 1-703-966-0419
- ------------------------------------------------------------------------------------------------------------------------------------
Level 3 Escalation Operating Manager Mike Kimiecik Oak Hill 1-703-471-2613 1-703-217-2877
- ------------------------------------------------------------------------------------------------------------------------------------
Level 4 Escalation Head of CSC Tim Anderson Clearwater 1-727-533-3684 1-727-224-4994
- ------------------------------------------------------------------------------------------------------------------------------------
Level 5 Escalation CSO Regional Head Jim Macchiarola Clearwater 1-727-533-3646 1-727-421-3666
- ------------------------------------------------------------------------------------------------------------------------------------
Level 6 Escalation Head of CSO Steve Fiveash France 33 1 46 41 93 59 1 404 966 3027
- ------------------------------------------------------------------------------------------------------------------------------------
Level 7 Escalation Head of CS&N Jack Norris France 33 1 46 41 92 39 33 6 8532 6341
- ------------------------------------------------------------------------------------------------------------------------------------
- ------------------------------------------------------------------------------------------------------------------------------------
APA - SYDNEY
- ------------------------------------------------------------------------------------------------------------------------------------
Level 1 Escalation Group Leader- Se Jin Sohn Sydney 61-2-8220-959
- ------------------------------------------------------------------------------------------------------------------------------------
Level 1 Escalation Group Leader- Gina Renzi Sydney 61-2-8220-958
- ------------------------------------------------------------------------------------------------------------------------------------
Level 2 Escalation Supervisor Carol Lee Sydney 61-2-8220-1879 61-416-072-988
- ------------------------------------------------------------------------------------------------------------------------------------
Level 3 Escalation Operating Manager Greg Berry Sydney 61-2-8220-1876 61-407-805-060
- ------------------------------------------------------------------------------------------------------------------------------------
Level 4 Escalation Head of CSC Marion Oezmert Sydney 61-2-9290-1532 61-4-3867-8547
- ------------------------------------------------------------------------------------------------------------------------------------
Level 5 Escalation CSO Regional Head Chee Beng Tan Singapore 65-2-548-2551 65-9-664-4218
- ------------------------------------------------------------------------------------------------------------------------------------
Level 6 Escalation Head of CSO Steve Fiveash France 33-1-46-41-93-59 1-404-966-3027
- ------------------------------------------------------------------------------------------------------------------------------------
Level 7 Escalation Head of CS&N Jack Norris France 33-1-46-41-92-39 33-6-8532-6341
- ------------------------------------------------------------------------------------------------------------------------------------
- ------------------------------------------------------------------------------------------------------------------------------------
EUMA - LONDON
- ------------------------------------------------------------------------------------------------------------------------------------
Level 1 Escalation Group Leader Duty Manager Archway 44 207 512 6818
- ------------------------------------------------------------------------------------------------------------------------------------
Level 2 Escalation Supervisor Bill Crisman Archway/Capital Place 44 207 512 6044 44 788 155 0615
- ------------------------------------------------------------------------------------------------------------------------------------
Level 3 Escalation Operating Manager Pierre Marmion France 44 208 564 5090 33 6 75 24 7274
- ------------------------------------------------------------------------------------------------------------------------------------
Level 4 Escalation Head of CSC Didier Bessard UK 44 208 730 1335 33 6 82 56 2858
- ------------------------------------------------------------------------------------------------------------------------------------
Level 5 Escalation CSO Regional Head Patricia Lindsay UK 44 207 512 6085 44 777 595 1514
- ------------------------------------------------------------------------------------------------------------------------------------
Level 6 Escalation Head of CSO Steve Fiveash France 33 1 46 41 93 59 1 404 966 3027
- ------------------------------------------------------------------------------------------------------------------------------------
Level 7 Escalation Head of CS&N Jack Norris France 33 1 46 41 92 39 33 6 8532 6341
- ------------------------------------------------------------------------------------------------------------------------------------
Page 42
Services Agreement for Switched Voice Miscellaneous Services
APPENDIX 7 - REPORTING POINT OF CONTACT LIST
Housing KPI Reporting John Gross FT Global Voice Operations
Service Implementation
KPI Reporting Dirar Abu Saymeh FT Capacity Management & Implementation
Voice Operations
KPI Reporting John Gross FT Global Voice Operations
BCR KPI Reporting Dirar Abu Saymeh FT Capacity Management & Implementation
Finance Reporting Pierre Chaunard FT Voice Business Planning
Chris Edwards FT VMP OPW Projects & Finance
Online Reporting Charles Egzibo FT Global Voice Operations
40
Services Agreement for Switched Voice Miscellaneous Services
APPENDIX 8 : MINIMUM INVOICE DETAIL REQUIREMENTS
This appendix details the minimum supporting information that must be sent with
each invoice to enable the invoice to be validated and approved / disputed. This
information shall be provided according to a time schedule to be agreed between
the Parties. The Minimum information is as follows:
VOICE TERMINATION
Cost Centre (e.g. 2A3376)
Carrier Name
Carrier invoice Number and date
Total Invoice cost ($) must be broken down by destination, rate and number of
minutes during specified period.
Comments
Payment of termination will be in accordance with the Termination Payment
Process to be finalised by 30th May 2002.
CALLING - CALLING LINK OCR
Wholesale Carrier circuits only.
Cost centre (e.g. 2A3376)
Country
A end Address
B end Address
Carrier Name
Cost in $
Type
Category
Account No
VOICE DOMESTIC TRANSMISSION
Circuits used for the sole purpose of interconnecting Voice switches within a
country i.e. Manchester to Telehouse voice switches.
Cost centre (e.g. 2A3376)
Country
A end Address
B end Address
Carrier Name
Cost in $
Type
Category
Account No
VOICE INTERNAL TRANSMISSION & VOICE OWNED LINES
GO ID
Country From
Country To
City From
City To
POP From
POP To
41
Services Agreement for Switched Voice Miscellaneous Services
Line Speed
Segment Name
Status
Acquisition Date
Termination Date
Carrier name
Bearer ID
Term equip
Cost in $
Standard information currently provided today
VOICE NETWORK MAINTENANCE
Details of equipment that makes up EACH line item of invoice where the costs is
greater $500.
Name of Supplier of maintenance agreement e.g. Nortel
Invoice Number
Contract e.g. Ref abc123
Country e.g. (UK)
Location Address of equipment e.g. Archway
Equipment / Service Description (DMS GSP Switch, Replace power supply)
Cost code 2AXXXX (if possible)
If test equipment serial number or some reference to identify kit
Owner of equipment or leased if not owned
Time of maintenance period
Cost in $
VOICE IRU DEPRECIATION
GO ID
Country From
Country To
City From
City To
POP From
POP To
Line Speed
Segment Name
Status
Acquisition Date
Termination Date
Carrier name
Bearer ID
Term equip
Cost in $
Standard information currently provided today
VOICE TRANSMISSION ON NGEN
Cost centre
Country
From
TO
Bandwidth
Channel ID
Cost ($/Mbps)
Cost ($)
42
Services Agreement for Switched Voice Miscellaneous Services
Standard information currently provided today
VOICE EQUIPMENT DEPRECIATION
Each line item must provide adequate description of asset. minimum information
as follows:-
Asset No
Address
Description of Asset
Manufacturer of asset
Model No
Serial Number
Original cost
Asset Cost Code
Asset Number
Country
Cat Description
Currency
Date in Service
Depreciation Term
Cost in $
VOICE LEASED EQUIPMENT ( WHERE APPLICABLE)
List / description equipment that makes up line item.
Supplier of equipment
Address of equipment
If test equipment serial number or some reference to identify kit
Owner of equipment
lease start date
period of lease
Cost in $. Breakdown of any individual component costs > $500 If applicable
copy of invoice.
5. VOICE HOSTING SERVICES
Number of Racks
Location (Site & Country)
Cost in $ / Country
VOICE PERIOD EXPENSES.
Manpower based Services will be provided for within the full time equivalent
rate by country. This rate shall include all manpower related costs such as
facilities, trainings, overhead, salaries, ...
Details by country of any ad hoc costs for FT requested purchases shall be
provided upon request.
The level of detail supporting the Service Fee invoice must be sufficient to be
able to validate the invoice and based on the requirement detailed in Appendix 5
and any additional Service Order Forms. As appropriate details required as
follows:-
Number of Trouble Tickets per month
Number of switch log checks
Number of ASR Checks
Number of BCR Loads
43
Services Agreement for Switched Voice Miscellaneous Services
Number of Network Implementations
Number of FTLD Customer Implementations
Number of CLI Implementations
Number of Preventative Maintenance activities completed per month
Number of days spent working on regulatory issues (State what FTLD specific
related activities is undertaken)
Number of days spent working PTT issues (State what FTLD specific related
activities is undertaken)
Number of man hours providing support for termination vendor invoice processing
Number of Vendor invoice processed
Number of Vendor invoice disputes
Number of man hours supporting Global Calling billing activities
Number of customers billed
Number of Ad-Hoc / Project requests - Itemised project descriptions and man
hours worked
Number of man hours proving procurement support
Number of man hours providing logistics support
44