VOICE PRODUCT SPECIFICATION

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1 VOICE PRODUCT SPECIFICATION Fixed Voice and Calling Version 1.1 February 2017 Spark Digital, a division of Spark New Zealand Trading Limited 2016 Spark Digital owns copyright and all other intellectual property rights in this document. You may not copy or redistribute any portion of this document without Spark Digital s permission Internal Name of document Page 1 of 10

2 CONTENTS 1 Executive Summary Introduction Service Definition Service Overview Optional Services Voice Fraud Protection Service (VFPS) Wiring Maintenance Service Customer Responsibilities Service Implementation Implementation Options... 5 Service Targets Service Delivery Performance Targets Provisioning/Change Targets Voice over Fibre Disclosures... 8 Standard Fees and Invoicing Invoicing Moves Adds and Changes (MACs)...10 Internal Title of document Page 2 of 10

3 1 Executive Summary Our voice calling services are delivered over Spark s highly reliable Public Switched Telecom Network (PSTN). We supply competitively priced local, national and international calling as well 0800 or 0900 services. Audio conferencing is also available for businesses after an easy -to-use conference call access. All of our Voice Calling services are supported by a help desk 24/7 with options for an enhanced service level should you require it. To adopt our Voice Calling services you need to have a Spark fixed voice access. 2 Introduction This document contains information on Voice services. If you require more detailed technical information, please contact your Account Manager. Risks and Challenges 3 Service Definition Service Overview The Voice service consists of the following: Fixed cost access services, or Telecommunications carrier services including: Provision of lines and circuits (for monthly rentals) for voice circuit access to the public switched telephone network (PSTN), including analogue, high capacity, Digital Trunk Interface (DTI), ISDN basic or primary rate access, Voice over Fibre (VoF) Network maintenance e.g. wiring maintenance; Enhanced calling services such as DDI, call messaging, voic and fax mail services; Foreign telephone exchange services; Provision of lines and circuits for voice access to the digital data network, and data circuit access to the digital data network as are specified by you from time to time; and Call diversion, remote call diversion, call waiting, 3-way calling, auto callback, auto recall, last number redial, faxability Installation and connection of components of the Services, Local calls (PSTN) National toll calls (PSTN) Establishment and operation of Virtual Private Networks (VPN) and mobile extension/diversion from the VPN Spark Digital Centrex services Spark Digital 0800 national and international services and audiotext applications PSTN to Cellular calls Title of document Page 3 of 10

4 International toll calls (PSTN) International video conferencing Answer and Message Services Inward bound international 0800 traffic to New Zealand Audioconferencing Account coding Optional Services Voice Fraud Protection Service (VFPS) Voice Fraud Protection is an optional service that identifies and blocks fraudulent calling activity by unauthorised third parties. Under the Voice Fraud Protection service calling charges identified by Spark as fraudulent, and incurred prior to the blocking taking effect, will be credited to your Spark Account Exclusion Option for Voice Fraud Service a. Voice Fraud Protection is a service that you have opted not to purchase and is not included in your monthly Voice service fees. b. As the Voice Protection Service is not included, you will be liable for all calling charges on your lines, regardless of whether they were fraudulently initiated Inclusion Option for Voice Fraud Service a. VFPS is an optional service that identifies and blocks fraudulent calling activity by unauthorised external third parties. b. VFPS is priced per line per month and is applied to each channel and line which is used under the Voice Service. For ISDN Primary Rate and Voice Connect services, Voice Fraud Protection will be applied and billed for all channels on these services. c. Calling charges identified by Spark as fraudulent and incurred prior to the blocking taking effect will be credited to your Spark Account. In the instance where you have opted to apply VFPS on selected Lines or\and Voice Channels only, calling charges identified by Spark as fraudulent and incurred prior to the blocking taking effect will be credited for these applicable lines only. d. You will be liable for all calling charges on Lines or\and Voice Channels which do not have the VFPS applied, regardless of whether or not they were authorised by you or if they fraudulently initiated. e. When fraudulent activity is identified you will take the necessary steps, as advised by Spark, to prevent an occurrence of the same exploit Wiring Maintenance Service Wiring Maintenance is an optional cover against faults in wiring. It covers the cost of parts and labour for the repair of faults caused by normal wear and tear to internal wiring and sockets within your business premises, during normal working hours. This fee covers the cost of labour and replacement of faulty parts with Spark Digital parts. If you prefer, you can provide your own parts for Spark Digital staff to install.

5 If there is a PABX, the service covers wiring from the point where Our Network enters your building to your PABX. If there is no PABX (or any type of telephone switching system), the fee covers the telephone wiring and sockets within your office premises Customer Responsibilities The customer is responsible for the following: Providing, configuring, operating and supporting related systems Providing a suitable environment for terminating equipment Taking appropriate steps for maintaining the privacy and security of their voice services Assisting Spark Digital with implementation, fault resolution and MACs Providing Spark Digital with information about the customer s requirements Paying all applicable Voice service fees Liaison with other service provider(s) for co-ordination of cutover services Service Implementation Spark Digital will carry out the following implementation activities: Project co-ordination to organise Spark Digital s implementation activities Site audits of the customer s current voice services Ordering, installing and testing the required site connections and CLNE Testing that each site operates in accordance with Spark Digital specifications Handover to Spark Digital operational staff for ongoing service management Customer acceptance when implementation of all sites is complete Implementation Options The customer can select the following implementation options for voice services: Spark Digital creating the required Service Specification on the customer s behalf Spark Digital integrating e.g. Secure Business Internet with One Office Advanced IP-VPNs Spark Digital Project Managing the customer, IT Integrators, and any third parties A Spark Digital Design Engineer confirming the service meets requirements

6 Service Targets This section lists the following: Service delivery performance targets performance targets for Spark Digital s delivery of the service. Provisioning / change performance targets performance targets for Spark Digital s implementation of and changes to the service Service Delivery Performance Targets Service Attribute Attribute Definition Service Target Service Reception Agreed Service Hours Initial Restoration Update Progress Updates Service Restoration Targets Provisioning/ Change Target Billing Issue Resolution Target Answer and Message Service Reception Answering a telephone call from a customer and logging information relevant to a fault or other details relevant to the service required. Those hours during which, when a customer reports a fault, Spark Digital will commence restoration activity at no additional cost (see note 1 below). The elapsed time, during Normal Service Hours, between reporting a fault to Spark Digital and confirmation to the customer that initial diagnosis has been completed and an estimated time to restore is provided, if known. Updates on the status of service restoration activity. The elapsed time, during Normal Service Hours, between customer reporting a fault to Spark Digital and confirmation to the customer that the service has been restored. The elapsed time between the confirmed acceptance of a Provisioning/Change Request and the implementation of that request, unless the customer specifies a longer time. The elapsed time between the customer initiating a billing enquiry and confirmation to the customer of its resolution. Answering a telephone call from a caller and taking a message on behalf of a customer. Service Restoration: incoming phone calls to be answered 24 hours a day, every day, within 20 seconds. Billing, provisioning: incoming phone calls to be answered on Business Days, 0800 to 1730, within 20 seconds. 24 hours x 7 days Within 60 minutes Provided to the customer on an significant event basis, or as agreed 6 hours (reasonable endeavours) 24 hours for ISDN Basic Rate, Centrex, Global Office and Standard Business Lines (reasonable endeavours) As per section 3.2 Provisioning/Change Targets Single account, with account arrears less than 90 days: 2 Business Days Multiple accounts, or account arrears more than 90 days : by mutual agreement 75% of calls to be answered in 10 seconds

7 Notes: 1. Call-out: Spark Digital w ill fix any fault in the Spark Netw ork at no additional charge. How ever should the fault be proved to be the responsibility of the customer, Spark Digital may charge additional fees. These are called Call-out fees 2. CPE: These service targets do not apply to maintenance of customer premises equipment (such as PBXs, phones, IVR and voic ). Maintenance of these items may be covered under a separate Spark Digital Equipment Maintenance Agreement. 3. International Faults: These targets do not apply to any fault caused by any netw ork failure arising beyond Spark Digital s International Gatew ay Provisioning/Change Targets Service Attribute Attribute Definition Service Target ISDN Primary Rate (including ISDN Primary Lite Rate) Installation and activation of ISDN Primary Rate access 21 Business Days ISDN Basic Rate 0800 Standard Service 0800 Enhanced Service International 800 service Installation and activation of ISDN Basic Rate access Activation of a standard 0800 service Activation of an 0800 number with 1 or more of the following enhanced call routing features: Geographic Call Distribution Time of Day Diversion Percentage Call Distribution Geographic Call Screening Call Distribution Plans Courtesy Response Call Prompting Follow Me Activation of an international 0800 number 13 Business Days 3 Business Days 3 to 10 Business Days (depending on the feature set required) 3 to 10 Business Days (best efforts depending on international originating carrier) Simple Centrex Single site less than 5 lines 3 Business Days Complex Centrex, Global Office and VPN Voice Services Platform Analogue Services (Non Centrex) Audio conferencing Exchange-only modifications Provisioning Provisioning Call Minder, Message Manager, Message Connect, Fax Advantage, Fax Address, InfoCall, InfoAnswer Provisioning Exchange-only modifications Smartphone features Activation of a new user ID (PIN) 1 Business Day By mutual agreement 2 Business Days 2 Business Days 1 Business Day 1 Business Day 1 Business Day

8 Service Attribute Attribute Definition Service Target Video conferencing Confirmation of bookings for bridge ports and/or video conference facilities (5 Business Days notice required. Bookings subject to availability) 1 Business Day Notes: 1. Where the number of lines involved in a service order is greater than 5, the provisioning/change request will be managed as a project for w hich the service target timeframes w ill have to be agreed. 2. Where the provision of service requires additional capacity to be installed to the customer's site the service target timeframes may have to be agreed, due to constraints imposed by third parties, e.g. resource consent from local councils. 3. Measurement and reporting: Spark Digital w ill measure service delivery performance from the beginning of the month after a service is implemented. 4. NZ metro areas: Within 30 kilometres of the centre of Auckland, Hamilton, Rotorua, Tauranga, New Plymouth, Napier, Palmerston North, Wellington, Nelson, Christchurch and Dunedin. 5. CBD areas: Within the Central Business District of NZ Metro areas. 6. NZ rural areas: New Zealand locations outside NZ metro areas Voice over Fibre Disclosures Service Attribute Availability Attribute Definition There are a number of factors that can affect whether or not you can get Spark Voice or Broadband at your premises or the stability and performance of your Spark Broadband connection. As such sometimes further checks are required before we can know if you can get Spark Voice or Broadband. In some situations, for example with complex UFB installations, we will not be able to confirm whether you can get Spark Voice or Broadband until we, our contractors or agents have commenced installation. For this reason and the other reasons set out here the service will not be available until all components have been installed and your connection line has been tested. Speed Speeds cannot be guaranteed. Speeds are based on a theoretical maximum, and actual speeds will be affected by various factors including NZ and overseas networks, your modem and computer technology, internal wiring and other environmental factors.

9 Service Attribute Voice and Monitored Services Attribute Definition The fibre voice service is reliant on the ONT (provided by the Local Fibre Company) having power to it and that in the event of a power cut, the fibre voice service (and broadband) will no longer work. This means that if you are reliant on your phone services for medical or important applications (e.g. emergency services) you should consider purchasing an Uninterruptible Power Supply (UPS)* or whether a fibre based service is appropriate to your needs. Whilst Spark is confident most low speed analogue devices will work on its fibre voice service, we do not guarantee that the fibre voice service will support all models of low speed analogue device (for example: home alarms, personal medical alarms, low speed modems, sky set top boxes, faxes, low speed modems, eft-pos). It is your responsibility to contact your relevant service device provider to ask whether such service devices are compatible with fibre or conduct tests at the point of installation. You should not sign up for the Spark Ultra Fibre Service if your provider cannot guarantee compatibility or if you do not have alternatives should testing prove your devices do not work. Spark accepts no liable to you in relation to the foregoing. All customers who wish to subscribe to our fibre voice service must use Spark as their service provider for National and International calling. If you currently use another service provider to make your National and International calling, you will not be able to use the fibre over voice service. Consent Answer and Message Service Reception Before work can begin, any property owners that are affected by the installation will each need to give their approval. For example, if your LFC needs to dig a trench on a shared right of way or in a multi dwelling unit, all of the affected parties will need to provide prior approval. The LFC will provide all of the necessary paperwork to gain consent from all affected parties, including yourself. As part of getting Ultra Fibre connected we need to ensure the property owner is made aware of and satisfied with the installation. When the LFC arrives to carry out your installation they will ask you to sign an End User Terms contract so you need to ensure the landlord has provided prior consent for work to continue. Answering a telephone call from a caller and taking a message on behalf of a customer - 75% of calls to be answered within 10 seconds Standard Fees and Invoicing Invoicing The customer may be billed for one or more of the following: Implementation - Implementation fees are invoiced in arrears and cover items such as installation, configuration, testing, activation and handover. Project Management Fees - Project Management fees are invoiced in arrears and cover items such as organising customer and third party resources and equipment, achieving project budgets, timeframes and deliverables, and minimising project risk. Fixed Monthly Fees - Fixed monthly fees are invoiced in advance and cover the provision and management of the services included in this agreement. Variable Fees - Any applicable variable fees, for example associated with time, volume or usage, are normally invoiced monthly in arrears.

10 Fault Location Fees - A Fault Location Fee is charged when a contractor goes to fix a fault and they find that the fault is not in the network (i.e. it is on the customer's premises and is not covered by a wiring maintenance contract), or no fault exists. Miscellaneous Fees - One Off fees are typically invoiced monthly in arrears and apply to e.g. new installations, relocations, and configuration changes requested by the customer Moves Adds and Changes (MACs) MACs: Requests for moves, adds and changes. Complex MACs: Spark Digital and the customer will treat complex MACs as a project for which a timetable and charges will be agreed. Service Hours: All MACs will be carried out at Spark Digital's discretion during the agreed service hours. There is an additional charge for implementing MACs at a specific time requested by the customer. MAC Fees: Please contact your Account Manager for information on MAC Fees.

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