inq.

Digital Zambia
Service Schedules
MICRO FINANCE ZAMBIA

Dedicated Services

Version 1.4

0
INQ.:
Customer:
Contents
SERVICE SCHEDULE OVERVIEW ...................................................................................................................................... 2
INTRODUCTION ..................................................................................................................................................................... 2
OBJECTIVE ............................................................................................................................................................................. 2
SLA SCHEDULES .................................................................................................................................................................... 2
INQ. SERVICE CREDITS SPECIFICATIONS, CONDITIONS AND CALCULATIONS (ACCESS AND
PERFORMANCE (IP) SLA) .................................................................................................................................................... 2
INQ. SERVICE OFFERINGS .................................................................................................................................................. 2
SCHEDULE A: GENERAL SLA SCHEDULE ....................................................................................................................... 4
SCHEDULE B: IP CONNECT FIBRE/ MICROWAVE (POINT-TO-POINT/ POINT-TO-CLOUD) .................................. 7
SCHEDULE C: LAN CONNECT FIBRE/ MICROWAVE (POINT-TO-POINT) ................................................................. 7
SCHEDULE D: DEDICATED INTERNET ACCESS (DIA) .................................................................................................. 8
SCHEDULE E: VPN SUPREME (VPN MPLS) ...................................................................................................................... 8
SCHEDULE F: VPN LITE (VPN IP) ....................................................................................................................................... 9
SCHEDULE G: COLOCATION .............................................................................................................................................. 9
SCHEDULE H: IHOST .......................................................................................................................................................... 10
SCHEDULE I: XLINK IN A BOX ......................................................................................................................................... 10
SCHEDULE J: ISMS .............................................................................................................................................................. 11
SCHEDULE K: GLOBAL GOOGLE CACHING (GGC) ..................................................................................................... 11
SOLUTION/ PRODUCT/ SERVICE SUMMARY ....................................................................................................................

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INQ.:
Customer:
 Clients shall request service credits not later than thirty (30) days
Service Schedule Overview after the occurrence of the non-conformance threshold.

Introduction inq. and the Customer will work to validate whether the incident
qualifies for service credits to be issued.
This SLA sets out the Service level objectives that inq. has
determined with respect to the quality parameters of the Services
Service Credits are calculated based on the contracted Monthly
provided by inq. to the Customer. This SLA shall apply only to
Service Charge and Access charge of the affected service. Credits
customers of inq. who are connected to inq. network via a
are calculated after deduction of all discounts and other special
dedicated connection. These objectives shall not result in any
pricing considerations on the Monthly Service Charge (MSC) and
additional liability to inq. beyond the remedies or recourse
Access charge for each affected service. inq. Service Credits will
expressly set forth in SLA and the Customer expressly understands
be credited onto the client’s monthly invoice, under the relevant
and agrees that the remedies set forth in this SLA shall be the sole
service following approval. Service credits to Customer shall not
and exclusive recourse and/ or remedy with respect to any claim in
exceed 100% of the contracted MSC incurred by the Customer for
any way related to or arising from any delay, outage, degradation
the specific Service or installation in question.
or non-compliance of the Service.
inq. will endeavour to acknowledge receipt of any Service credit
Objective request via email within two (2) business days after such receipt
This SLA specifies the Service performance parameters and and will review all requests within ten (10) business days after such
objectives to which inq. aspires and the sole and exclusive receipt. Customer will be notified promptly upon resolution of the
remedies arising from inq. failure to meet these objectives request.

Should inq. require additional information from the Customer, this

SLA Schedules
10-day notification period for the Customer shall begin upon
The SLA schedules shall set down parameters that will be used to receipt of all information required by inq.
ensure that the contracted service is delivered. A modular approach
ensures that each product has a schedule. A solution can be made When the Service credit request is submitted, the customer should
up of a number of schedules. pay invoices as detailed in the End User Service Agreement
(EUSA), and shall not setoff any Service credits it would anticipate
SLA schedules shall be defined and shall form the basis of a receiving from inq.
contract for your Solution:
In case of early termination, the Service credits will be calculated
Schedule A: General SLA Schedule (as applicable) on a pro rata basis and no further credits will be payable.
Schedule B: IP Connect Fibre/ Microwave SLA Schedule
Schedule C: LAN Connect Fibre/ Microwave SLA Schedule The Service Credits provided for in this SLA assume Compliance
Schedule D: Direct Internet Access SLA Schedule by Customer with all of the terms and conditions comprising the
Schedule E: VPN Supreme SLA Schedule Agreement including the Order Form, and this SLA and
Schedule F: VPN Lite SLA Schedule Customer’s failure to comply therewith shall invalidate any rights
Schedule G: Colocation SLA Schedule to Service credits provided herein.
Schedule H: iHost SLA Schedule
Schedule I: Xlink in a Box SLA Schedule The Service Credits detailed herein for each Service Level
Schedule J: iSMS SLA Schedule Agreement shall be the exclusive remedy available to the Customer
for inq.’s failure to achieve such Service Level. This SLA does not
inq. Service Credits Specifications, Conditions and Calculations represent a warranty or guarantee by inq. that services will be
(Access and Performance (IP) SLA) uninterrupted or fit for any particular purpose or intended use of
any kind, and inq. shall not be liable for any damages of any nature
inq. offer Service level agreements on Uptime (Access and or amount as a result of any failure to achieve any Service Level
Performance (Network/IP Performance). Credits can be claimed Commitment, other than the permitted Service Credits authorized
on either the Access SLA or the Network/IP SLA and the and described hereunder.
Customer shall not receive more than one set of Service credit with
respect to any one given incident; i.e. inq. will not allow separate
inq. Service Offerings
credits for the backbone not being accessible AND the maximum
round-trip time being exceeded for that given month. The Access Service of the Internet circuit is an integral part of the
product that you are buying. These are detailed in Schedule A,
Service Credits are designed to provide a commercial incentive and Section 5. Please take the time to read the fault handling process
penalty for inq. to deliver a reliable service, rectify faults promptly and expected repair times that apply to your product. If you feel
and efficiently, and also to provide recompense to a client for when that these are not suitable you should consider upgrading your
a service they are supposed to receive is not available for a period Service Level by installing a backup circuit that fully meets your
longer than that committed. Service Credits are not designed to needs.
provide any form of consequential loss whether direct or indirect.
The Access Service covers the following points.
Credit shall be issued upon notification by clients that the  Target Response Times.
contracted threshold has been violated.  SLA Clearance Times.

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inq.:
Customer:
Please note only faults classed as severe impact and Serious
Problem that breach the SLA qualify for Service Rebates. inq.
have included response times and some target clearance times for
Serious Problems, Medium Impact & Internal requests for the sake
of completeness but no credits will be paid in relation to these
issues.

Outage Reporting Objectives

inq. will inform Customer of any general system outage that may
have affected the Customer Service within thirty (30) minutes of its
first awareness of the incident. inq. will make reasonable attempts
to notify and inform the Customer by submitting such notification
via telephone or e-mail. To facilitate
such notification, it is Customer’s responsibility to ensure that inq.
have any and all updated contact information for the Customer,
namely all telephone and e-mail addresses.

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inq.:
Customer:
 Service Cover Period (SCP) is defined as a period over
Schedule A: General SLA Schedule which the SLA will be actively applied and reported on.
Scope
inq. shall provide professional support and monitoring to
The general SLA schedule shall form part of the Master client’s services deployed across inq. network. Enterprise
Service Agreement between the client and inq. This shall Customer Service Operations Centre (CSOC) currently
govern the service relationship between the client and inq. operates 7 days a week to manage client services:
as specified in the applicable order form.
Service Service Cover Period Service Cover Period
Package (SCP) (SCP)
These SLA schedules shall set down parameters that will
Remote Support and
be used to ensure that the contracted service is delivered. Basic 07:00 - 18:00 on
on-site visit if
Support Monday –Friday
necessary
As part of the general SLA schedule, the following service 18:00 - 07:00 on
parameters will be covered: Extended Monday - Sunday,
Remote Support
 A Service Delivery Manager to manage the post Support including public
sales relationship holidays
 An on-line portal to give visual input on the inq.
service to the client. In the event of an incident that affects your service, you
 Professional support by the Client Service will be able to log a service call with the Enterprise
Operations Centre Customer Operations Centre (ECSOC) via phone or email.
 Service Cover Period (SCP)
 Network Service Availability 4. Network Service Availability
 Access Service Levels
 Escalation Process Availability is defined as the average percentage of up time
across inq. core network nodes. It is computed as a
The general SLA schedule shall be applied to the following percentage of the total measurement time minus
products: VPN MPLS, VPN IP, Direct Internet Access, and unavailable time divided by the total time:
IP and/or LAN Connect Fibre and/ or Microwave. (Total Time – Unavailable Time)/Total Time * 100%

1. Service Delivery Manager This shall be measured per client’s service path, from the
respective CE of the client. Unavailability due to power or
Network problems on the client’s site shall not be included
A Service Delivery Manager (SDM) shall act as the
in the computation.
primary point of contact within inq. for all matters relating
to delivered services to the client. The SDM shall manage
inq. Network Availability objective is to guarantee an
post sales relationship for client’s services.
average Core Network service availability of 99.99% (or as
per SLA) per client’s service path over a month.
As part of the client’s relationship management, a monthly
service performance review meeting will be held between
Network Service availability credit equal to 10% of the
the Customer’s Service representative and inq.’s SDM.
monthly service charge will be granted if the inq. core
network failure affects the customer’s agreed SLA.
A SLA report shall be made available showing both
availability and the performance reports as contracted in
The Service Availability is different for specific Access
the SLA.
Services as laid out in the Last Mile Access service header..
The SLA reports shall contain all incidents logged and
5. SLA Clock, Time to Respond and Time To
necessary information captured and reported on during the
Restore
month.
The contractual clock shall start when the fault has been
Below are your Service Management Team:
logged and acknowledged in inq.’s fault management
systems. In special cases i.e. in the event that a Ticket is not
Management Name Contact Number/ Email
Escalation issued to the Customer, email logs, as well as Call Center
Key Account Christabel +260 77 716 8327 System logs will be used to provide evidence of efforts to
Manager Chalomba Christabel.Chalomba@inq.inc log a fault by the Customer.

2. Online Accounts Management and Link inq. will contract on the following as part of the Regional
Utilization Service Capability SLA and Last Mile Access service SLA:
 Contract on both Time To Respond and Time To
An online Account Management Portal showing Account Restore separately.
information, Service Plans, Invoices etc., shall be offered.  Time To Respond Indicates inq.’s commitment to
In addition online access to a basic utilization graph shall the customer even if actual repairs time might be
be offered to give client a view of performance and fault high
data on their links.  Indicates commitment to resolve problem even if
site is considered “up” at the IP level. The service
3. Service Cover Period must not run at a reduced specification for an
extended period of time.
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INQ.:
Customer:
  The time to respond will be contracted on per All Incidents and requests for Service credit will be subject
incident basis. to agreement at the monthly review meetings.

The Time to Respond Metric will be calculated as follows: 6. Regional Service Capability SLA
 Time to Respond = Time to Detect + Time to
Report + Time to Dispatch inq. offer Service level agreements on uptime for the
Dedicated Internet (DIA) and VPN MPLS Services
inq. shall apply a credit of 2% of the Time To Repond governed by the capability of a Region/ Town’s Network
Metrics are exceeded by 2 hours. A further 1% will be Infrastructure. The Regional Service Capability SLA sets
issued for every hour exceeded to the maximum of 6% of out the best SLA that can designed for your Services in the
the monthly access charge. specified Region if you so wish.

The Time To Restore service can be done on per incident Below the Service Capability SLA that is possible for the
or sum of all contractual restore times over a month. The Dedicated Internet (DIA) and VPN MPLS Services per
time to restore will be calculated as follows: Region/ Town:
 Time to Restore = Time to Respond + Time to
Repair Province/ Redundant SLA
Region Town Transmission SLA DIA MPLS
An additional allowance of 1 hour per 50km travelled will Central Kabwe No Bronze Bronze
apply for sites further than 50km from the inq. manned Central Kapiri No Bronze Bronze
Copperbelt Chililabombwe No Bronze Bronze
Points of Presence. These allowances are agreed at the
Copperbelt Chingola No Bronze Bronze
time the service is ordered.
Copperbelt Kitwe Yes Platinum Platinum
Copperbelt Luanshya No Bronze Bronze
The above applies to all faults that require on-site Copperbelt Ndola Yes Platinum Platinum
dispatches for fault response and repair. Below the Time Copperbelt Mufulira No Bronze Bronze
To Restore objectives inq. aspire to: Eastern Chipata Yes Silver, Bronze Silver
Luapula Mansa Yes Silver, Bronze Silver
Time To Restore Objectives Lusaka Chirundu No Bronze Bronze
Time To Lusaka Lusaka Yes Platinum Platinum
Access Media North
Restore
Western Kalumbila No Bronze Bronze
Fibre- Non Standard 5 days
North
Fibre- Standard- e.g. within CBD 2 days Western Lumwana No Bronze Bronze
Microwave 1 day North
Western Solwezi No Bronze Bronze
Northern Kasama No Bronze Bronze
In an event that the Time To Restore metrics are breached,
Southern Choma No Bronze Bronze
in addition to any other remedies available under this Southern Kafue No Bronze Bronze
Agreement, the Customer shall be entitled the credits as Southern Livingstone No Bronze Bronze
guided by the Fault Severity: Southern Mazabuka No Bronze Bronze
Western Kaoma No Bronze Bronze
Time To Restore Credits Western Mongu No Bronze Bronze
Fault Name General Definition Service credits as
Severity % of the Monthly The Lastmile Access Service Levels a Customer subscribes
Charge: to will always override the Regional Service Capability
1 Severe Total Loss of Service 5% possible.
Impact e.g. Customer site has a
problem that renders it In the event that a Customer’s DIA or VPN MPLS Service
unavailable or availability is affected by an outage at its Regional
practically unusable Infrastrcture, inq. shall apply a credit of 2% of the access
2 Serious Partial loss or 3%
monthly charge when the access service metrics are
Problem interruption of
Customer’s service e.g. exceeded by 2 hours.
Customer experiences
slow responses, service A further 2% will be issued for every hour exceeded to the
degradation, loss of maximum of 10% of the monthly access charge.
redundancy
3 Medium Impairment or 1% 7. Lastmile Access Service Levels
Impact degradation of Service
but not to the point that
it is unusable For all the access services that are provided by inq., inq. is
committed to offer the time to respond for each contractual
In no event shall inq.’s liability for Access Service credits incident and maximum accumulated downtime for all
exceed the corresponding Monthly Access Charges. contractual incidents in a month.
Correspondingly, in an unlikely event of 0% availability in
a calendar month, no monthly service fee will be charged Access Metrics are dependent on the Service Level options
for that particular service. purchased by and configured for the Customer and denote
the level of resilience that inq. build into a Solution.

5
inq.:
Customer:
A Platinum Service is configured with dual site routers at Management Escalation Name Contact Number/
Customer premises; dual, equally sized in capacity and Escalation Level Email
geographically redundant Access Media to nearest, diverse Enterprise Report Enterprise +260950500130
PE’s, including diverse network routes; dual Provider Edge Customer Incidence Support ecsoc@inq.inc
connectivity and redundant Core Links within the cloud. Operations Center (24/7)
(ECSOC)
A Gold Service is configured with a single site router at Senior Service 1 Tina +260975285234
Customer premises; dual, equally sized in capacity and Reliability Nkhoma Tina.Nkhoma@
geographically redundant Access Media to nearest PE, Engineer inq.inc
including diverse network routes; dual Provider Edge Customer Support 2 Daniel +260950100065
connectivity and redundant Core Links within the cloud. Service Manager Kalonga daniel.kalonga@
inq.inc
A Silver Service is configured with a single site router on
Executive Head- 3 Stephen +260977640941
Customer premises; dual equally sized redundant Access
Technology Ngala stephen.ngala@
Mediums to nearest PE, including diverse network routes;
inq.inc
single Provider Edge connectivity and redundant Core
Managing 4 Raphael +260978981313
Links within the cloud.
Director Maseko Raphael.maseko@
inq.inc
A Bronze Service is configured with a single site router on
customer premises; single Provider Edge connectivity and
redundant Core Links within the cloud.
All email correspondence should include your Service
Below are the Service options for the different Service
Management Team as shown in Section 1.
Level options available to a Customer:

Access Service Metrics This will be based on fault priority as indicated below:
Maximum
Service Time to
Accumulated Fault Severity Definitions
Level Respond Site Availability
Down Time 1 Severe impact. Total loss of service e.g.
Options (mins)
(hrs) Network Down. A client cannot access their
Bronze 30 12 98.33% services.
Silver 30 8 98.89% 2 Serious Problem - Partial loss or interruption of
Gold 30 6 99.17% client’s service. E.g. client experiences slow
Platinum 30 4 99.44% responses, service degradation etc.
3 Medium impact on the client’s service.
Site Availability will be based upon inq.’s internal records 4 Internal - Scheduled Maintenance downtime
and recorded Customer trouble tickets as logged with the
Enterprise Support Team.
All fault downtime and contractual incidents will be
inq. shall apply a credit of 2% of the access monthly counted against fault priority 1.
charge when the access service metrics are exceeded by 2
hours. All performance contractual incidents will be counted fault
2.
A further 2% will be issued for every hour exceeded to the
maximum of 10% of the monthly access charge. Service Credits will not be paid if the Qualifying Incident
is not reported in accordance with inq.’s fault escalation
8. Escalation Structure procedures.

Any suspected faults should be reported to the inq. 9. Scheduled Downtime

Enterprise Support team. When reporting a fault, the
Customer should identify the affected Service and provide inq. will notify the customer of any planned service
details of the fault. interruptions in advance. Scheduled downtime shall be
arranged during inq.’s standard maintenance window from
The escalation procedure for fault and performance 00:00 to 05:00hrs.
incidences shall follow the resolution path as indicated
below: The maintenance across service components in different
time-zones will be done on per international operator basis.
This will be negotiated with the operators providing the
termination of such service element.

inq. will provide Customer with at least five (5) business

days’ notice of any planned work that will affect the
availability of Service except in case of emergency
maintenance work on the network.

Customer will confirm to inq. within two (2) business days

that the Scheduled Maintenance proposal is acceptable. The

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inq.:
Customer:
absence of response from the Customer shall be deemed as Schedule B: IP Connect Fibre/ Microwave
acceptance. (Point-to-Point/ Point-to-Cloud)
Where possible inq. will provide Customer with Planned Scope: This agreement is applicable to inq.’s IP Connect
Maintenance Schedules and confirmation details should be Managed Access solution. It provides high capacity,
exchanged by e-mail/ telephone as provided in the dedicated connectivity to our IP infrastructure making use
Agreement. Temporary alternative arrangements during of our hosted and managed IP services such as internet,
Scheduled Maintenance to avoid a break in the Customer’s MPLS VPN as well as access to our hosted infrastructure
Service will be made by inq. where feasible and possible. for dedicated hosting & Cloud-based services.

For maintenance on linear services of non-redundant Below are the Latency/Delay, Packet Loss and Jitter
customer premise equipment the outage times shall be objectives for various Access Media that inq. endeavours to
negotiated. deliver on the IP Connect Service:
Description One Way Delay (ms) Round Trip Delay Packet
In case of Customer’s with dual CPE’s, services (ms) Loss
provisioned with protection the services shall be switched %
to the protection path prior to maintenance. Any outage as a (Access
result of this maintenance shall be included in the service Media) Min Avg Max Jitter Min Avg Max Avg
downtime. Optic Fiber 0.5 1 3 0.5 1 2 5 0.5%
Radwin
Service down time shall be that period of time for which (PTP Radio
the service was unavailable to the Customer and penalties Link) 2 2.5 6 0.5 4 5 10 0.5%
for down time shall be paid to the Customer in the form of Canopy
(PTMP
Service Credits
Radio Link) 2 5 25 3 4 10 54 0.5%
A service shall be considered unavailable in the event of
Should the Jitter, Latency and/ or Packet Loss metrics be
any unscheduled Service Downtime due to equipment
exceeded for one week during a given month, INQ. shall
failure. Unavailability of the Customer service and shall be
credit the Customer two percent (2%) of the monthly
calculated on a monthly basis.
service charge for that specific service for that particular
month.
All the faults that occur on the service during the month
shall be finalised at the time the service shall be handed
back to the Customer. The Counters shall be restarted at the Schedule C: LAN Connect Fibre/ Microwave
beginning of each month. (Point-to-Point)
10. Exclusions Scope: inq.’s LAN Connect is a high-speed and high
capacity fixed line connectivity solution that allows you a
Service down time shall not include any unavailability scalable way to connect your sites via dedicated Fibre or
resulting from: Microwave access mediums. It gives the option for state-
(a) Delay in service implementation due to of-the-art redundancy and failover technologies that
incomplete Customer Service Order; guarantee uninterrupted connectivity.
(b) Interruptions due to the negligence of the
customer. Below are the Latency/Delay, Packet Loss and Jitter
(c) Interruptions occurring prior to Service objectives for various Access Media that inq. endeavours to
Commencement Date. deliver on the LAN Connect Service:
(d) Interruptions due to any Force Majeure event;
(e) Delay in service restoration due to any act of Description One Way Delay (ms) Round Trip Delay Packet
omission by Customer, including the provision of (ms) Loss
inaccurate information knowingly or %
unknowingly, by any use or user of the service (Access
authorised by the Customer, or outages or Media) Min Avg Max Jitter Min Avg Max Avg
Optic Fiber 0.5 1 3 0.5 1 2 5 0.5%
disruptions caused by the Customer;
Radwin
(f) Outage due to negotiated and agreed scheduled (PTP Radio
maintenance; Link) 2 2.5 6 0.5 4 5 10 0.5%
(g) an interruption during any period when the Canopy
Customer elects not to release the service to inq. (PTMP
for implementation, testing, maintenance or Radio Link) 2 5 25 3 4 10 54 0.5%
repair and continues using the service on an
impaired basis; Should the Jitter, Latency and/ or Packet Loss metrics be
(h) interruptions due to the failure of facilities, exceeded for one week during a given month, inq. shall
equipment or applications provided by the credit the Customer two percent (2%) of the monthly
Customer or a third party acting on behalf of the service charge for that specific service for that particular
Customer; month.
(i) disconnection due to non-payment of any amount
payable by the Customer to inq.

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inq.:
Customer:
Schedule D: Dedicated Internet Access (DIA) Schedule E: VPN Supreme (VPN MPLS)
Scope: This agreement is applicable to the Dedicated Scope: This agreement is applicable to the VPN MPLS
Internet Access (DIA) product which provides business products, both domestically and abroad. inq.’s VPN MPLS
class Internet Access between any inq. Internet Nodes product portfolios will offer clients network services
locally and abroad and is designed for maximum reliability connectivity and classes of services performance across the
on critical data transfers. inq. MPLS Core network.

inq.’s internet product comprises of four components: It provides privacy and security equal to Layer-2
Physical Access, Network Core, Customer Edge Router technologies by restricting communication only within sites
and Management. that belong to the same VPN. It also offers distinct classes
of service for data, voice, and video traffic, each delivered
1. Latency Guarantee with guaranteed service levels.

Latency is defined as the average round trip time for the Performance across the network is guaranteed based on
internet business class, averaged over a calendar month. Latency, Packet Delivery, and Jitter.

Network Latency is measured from the Internet core nodes, inq.’s VPN product comprises of the four components:
locally and internationally to the respective inq. internet Physical Access, Network Core, Customer Edge Router
node where a client’s connects to. and Management.
DEDICATED INTERNET ACCESS LATENCY
1. Latency Guarantee
Service Coverage General Data
Intra- Zambia Latency is defined as the average round trip time per class
30 ms or <
Zambia- SA
of service over a calendar month.
50 ms or <
Zambia-London Network latency is measured across inq. core nodes per
240 ms or <
class of service, per path and averaged over a month.
inq. guarantees that the network latency shall not exceed Below are the Latency objectives that inq. endeavours to
the targets below for the internet business class of service. deliver on MPLS:

Should the latency exceed the contractually specified This is measured between the respective PE routers
threshold continuously for one week during a given month, servicing the client.
the Customer shall be entitled to claim two percent (2%) of VPN MPLS LATENCY
the monthly Service charge as Service credit.
General
Service Coverage
Data
2. Packet Delivery
Intra- Zambia
30 ms or <
Packet Delivery is defined as a percentage of packets that Zambia- SA
50 ms or <
are successfully transported across inq. core internet nodes.
Zambia-London
Packet Delivery is measured from the Internet core nodes, 240 ms or <
locally and internationally to the respective nodes where
the client’s connects to. This is measured for the business Should the latency exceed the contractually specified
internet class only. threshold continuously for one week during a given month,
the Customer shall be entitled to claim two percent (2%) of
These metrics are measured from inq. Internet Core node to the monthly Service charge as Service credit.
Lusaka Internet Exchange, Johannesburg (SAIX) Internet
Exchange, London Internet Exchange (LINX). These 2. Jitter
metrics are measured from inq. Internet Core node to
Lusaka Internet Exchange. Jitter is defined as the variation in delay between packets.
Jitter is measured across inq. core network nodes per
DEDICATED INTERNET ACCESS PACKET DELIVERY
client’s path within a specific region over a month.
Service Coverage General Data
Intra- Zambia 99% or > VPN MPLS JITTER
Zambia- SA 99% or > General
Service Coverage
Data
Zambia-London 99% or > Intra- Zambia
15 ms or <
Zambia- SA
20 ms or <
Should the Packet Delivery exceed the contractually Zambia-London
specified threshold continuously for one week during a 20 ms or <
given month, the Customer shall be entitled to claim two
percent (2%) of the monthly Service charge as Service Should jitter exceed the contractually specified threshold
credit. continuously for one week during a given month, the
Customer shall be entitled to claim two percent (2%) of the
monthly Service charge as Service credit.

8
inq.:
Customer:
 3. Packet Delivery Should jitter exceed the contractually specified threshold
continuously for one week during a given month, the
Packet Delivery is defined as a percentage of packets that Customer shall be entitled to claim two percent (2%) of the
are successfully transported across inq. core MPLS monthly Service charge as Service credit.
network.
3. Packet Delivery

VPN MPLS PACKET DELIVERY Packet Delivery is defined as a percentage of packets that
Service Coverage General Data are successfully transported between Client sites through
Intra- Zambia the inq. Network.
99% or >
Zambia- SA
99% or > Packet Delivery is measured per client’s path across the
Zambia-London core network over a month.
99% or >
Packet Delivery is measured per class of service per
VPN LITE PACKET DELIVERY
client’s path across the core network over a month.
Service Coverage General Data
Should the Packet Delivery exceed the contractually Intra- Zambia
99% or >
specified threshold continuously for one week during a
given month, the Customer shall be entitled to claim two Should the Packet Delivery exceed the contractually
percent (2%) of the monthly Service charge as Service specified threshold continuously for one week during a
credit. given month, the Customer shall be entitled to claim two
percent (2%) of the monthly Service charge as Service
Schedule F: VPN Lite (VPN IP) credit.
Scope: This agreement is applicable to the VPN IP
products, both domestically and abroad. inq.’s VPN IP Schedule G: Colocation
(Virtual Private Network over Internet Protocol) based
Scope: This agreement is applicable to the Lodged Hosting
connectivity service that creates a private network that
Service Categories, Colocation product which provides
connects two or more sites enabling secure, flexible and
physical server hosting that allows Customers to co-locate
continuous data exchange between different users and
servers at inq.'s secure and quality Data Centre facilities at
nodes over a Public/Internet network infrastructure.
Great East Road and/or Orange Park.
inq.’s VPN product comprises of the four components:
inq.’s Colocation product comprises the following
Physical Access, Network Core, Customer Edge Router
components: Physical Access, Network Core, Rack Space,
and Management.
Power, Optional Bandwidth and optional Management of
Client equipment.
1. Latency Guarantee
Customers will maintain ownership of their equipment and
responsibility for the maintenance of servers whilst INQ.
Latency is defined as the average round trip time per class
stay responsible for the facility and Network.
of service over a calendar month. Network latency is
measured across inq. core nodes, per path and averaged
inq. will provide on-site Data Center support by Data
over a month.
Center Managers, Engineers and Technicians 24 hours a
day, 365 days a year so that data center power and cooling
inq. guarantees that the network latency shall not exceed
is available and Customer’s colocated environment is
the targets below per class of service.
secure. The NOC will monitor data centers remotely 24
VPN LITE LATENCY hours a day, 365 days a year.
Service Coverage General Data
Access to customer equipment, troubleshooting and general
Intra- Zambia 30 ms or >
operating procedures are contained in the Data Centre
Operating Procedures Document
Should the latency exceed the contractually specified
threshold continuously for one week during a given month, Physical Access
the Customer shall be entitled to claim two percent (2%) of
the monthly Service charge as Service credit. inq. will work to ensure that access to Customer’s Space
will be monitored and restricted at all times. In the event of
2. Jitter any unauthorized access to such Space during any month of
the applicable Order Term, inq. will provide a credit of
Jitter is defined as the variation in delay between packets. 10% of the portion of the monthly recurring Colocation
Jitter is measured across inq. core between Network nodes Services Fees specified during any month of the Order
per client’s path within a specific region over a month. Term for the affected Service for each such occurrence, up
to 20% of such portion of the monthly recurring Colocation
VPN LITE JITTTER Services Fees for the affected Service.
Service Coverage General Data
Intra- Zambia 15ms or <

9
inq.:
Customer:
Power
Uptime SLA guarantee
inq. will use commercially reasonable efforts to ensure that
Customer’s power will be available to Customer’s cage, inq. commits itself to offer an exceptional level of service
to all Customers. The Web and/or Email hosting Uptime
Colocation Power Service Metrics SLA guarantees your website and/or Email service
Product Performance availability, reliability and performance.
Amount of Credit
Category Objective
Redundant 99.999% 2% of MRC of affected Below are the availability metrics inq. has an on all Web/
Power Availability Service per 30 minute
increment over
Domain hosting plans:
Performance
Objective up to a In the event that annual Service Metrics fall below the
maximum of 10% Level committed to during the Order Term, inq. will
provide a credit of 2% of the Monthly Service Charge
Web/ Domain Hosting Service Metrics specified for the affected Service for each 60 minute
Maximum Server increment of downtime from the point of violation as
Time to determined by INQ., up to a maximum of 10%.
Accumulated Down Availability
Respond (mins)
Time (Annual) (Annual)

30 17.5 99.98% Schedule I: Xlink in a Box

cabinet, rack or suite except as part of scheduled
maintenance or as requested by Customer. Such Service Scope: This agreement is applicable to the Xlink in a Box
Level does not include Customer’s electrical connections service- a high availability fixed managed Machine to
within its cage, cabinet, rack or suite. Machine communication solution used to offer various
Layer 2 Network Service for data travelling over the
Temperature internet by use of VPN Tunnels for Customers wanting to
secure data communication between points. The technology
inq. will use commercially reasonable efforts to ensure that facilitates automated remote monitoring and control of
the supply inlet air temperature in inq.’s colocation area objects, such as, vending machines, and trucks and fleet
vehicles, integrated payment system connectivity and inter-
(“Temperature”) will remain between 21ºC to +-2ºC.
branch connectivity with failover for fixed line
Such commitment does not apply during scheduled infrastructure to their host systems over GSM/ EDGE
maintenance, or as requested by Customer, or to localized Network.
conditions within a particular Customer cage, cabinet, rack
or suite. CPE must be properly oriented to cold/hot aisles inq. apply Physical, Server, Application and Account
and otherwise comply with facility installation guidelines Security for the Xlink in a Box infrastructure hosted in
to be eligible for Service Level Credits related to inq.’s Data Center. inq. work with Customers to ensure
temperature violations. their data is protected by creating customized rules that
identify legitimate traffic while blocking potential threats.
In the event Temperature is not regulated according to the
Service Level during any month of the Order Term, inq.
Uptime SLA guarantee
will provide a credit of 2% of the portion of the monthly
recurring Colocation Services Fees specified for the inq. has designed Xlink in a Box to offer high service
affected Service for each 60 minute increment of downtime availability to all Customers. The Router at the Customer
from the point of violation as determined by inq., up to site is managed and configured with the Access availability
10% of the monthly recurring Colocation Services Fees. metrics below:

Schedule H: iHost Service

Access Service Metrics
Time to Maximum
Site
Scope: This agreement is applicable to the iHost Service- a Level Respond Accumulated
Availability
shared Web/ Domain Hosting product that allows for Options (mins) Down Time
Customers to have their website accessed over the Internet. Gold 30 6 99.17%

Server backups Escalation and Support

Customers website files are stored on inq.'s Web Servers at Xlink in a Box is a fully Managed Service and will be
their secure and quality Data Centre facilities. monitored 24/7. The following Escalation Matrix will
apply for incidents:
Customers will maintain ownership of their Data and
responsibility for the backup and maintenance of their
websites on a regular basis. They will also maintain
ownership of their emails and will ensure their prompt
download using an email client.

inq. stays responsible for the Web Servers and Network.

With 24/7 Network Monitoring, regular Server
Maintenance and backup of critical configuration files and
server settings.
10
inq.:
Customer:
 Maximum Accumulated Server Availability
Management Escalation Contact Number/ Mean Mean
Down Time hours (Annual) (Annual)
Escalation Level Email Time To Time To
Respond Restore 2 hours 99.98%
(MTTR) Service
Mmns (MTTR)
hrs Schedule K: Global Google
Enterprise Report 1 hr 2hrs
Customer Incidence
+260 Caching (GGC)
950500130/ecsoc@
Operations inq .inc Scope: This agreement is applicable to the Global
Center (ECSOC) Google- an internet service hosted for Google by inq..
Senior Service 1 1hr 3hrs
Reliability +260975285234 inq. partner with Google to host the Google Cache
Engineer Tina.Nkhoma@in eliminating the need for it to be fetched from Google’s
q.inc central data centers thereby reducing latecncy.

Customer 2 1hr 4hrs GGC access capacity and options

+260950100065
Support Service Daniel.Kalonga@
Manager The following are the capacities available for the GGC:
inq .inc
 Band 1 – 200Mbps
Executive Head- 3 +260 97 7640 941 1hr 6hrs  Band 2 - 400Mbps
Technology Stephen.Ngala@i  Band 3 - above 400Mbps
nq .inc
Managing 4 +260978981313 1hr 8hrs Last mile Connectivity to the GGC
Director Rapheal.Maseko
@inq .inc Connectivity to the GGC is via the following ways:
 The Customer provides their own transmission
to inq. point of presence hosting GGC.
Schedule J: iSMS  A hybrid of the Customer’s transmission and inq.
transmission through interconnecting at inq. point
Scope: This agreement is applicable to the iSMS- a Hosted of presence
Web Application Service that allows Customers quick and
secure mass SMS communications over the Internet. inq. Supported GGC Service Faults, Escalation and
Support
Subscriber Consent and Message Delivery
The following Service incidents are supported by inq.:
Customers’ are allowed to create and administer Number  Last mile failure to GER, inq. will check access
Lists saved on Database to which messages can be sent to equipment up to point of responsibility.
in one batch by interfacing with Mobile Network Operator  Provisioned access capacity related issues.
(MNO) infrastructure.
 Operator owned subnets routing to inq. hosted
GGC.
Customers will remain responsible for obtaining consent
from the Mobile Phone Subscribers on their lists. They will
The following Escalation Matrix will apply for incidents:
also maintain ownership of their Data and responsibility for
the backup and maintenance of their Subscriber lists on a
regular basis. Management Escalation Contact Mean Mean
Escalation Level Number/ Time To Time To
Email Respond Restore
inq. cannot guarantee delivery of SMS messages by the (MTTR) Service
different MNO’s. It does however provide a report on the Mmns (MTTR)
delivery of SMS messages as well as a Credit report hrs
showing the balance of your iSMS Account. Enterprise Report 1 hr 2hrs
+260 950
Support Call Incidence
500 130/
inq. stays responsible for the iSMS Servers and Network. Centre (24/7)-
ecsoc@in
With 24/7 Network Monitoring, regular Server Enterprise
q.inc
Maintenance and backup of critical configuration files and Support
server settings. Manager - 1 +260 976 1hr 4hrs
Core Network 110 997/
Services mwandu.
Server Uptime SLA guarantee mwelwa
@inq.inc
inq. commits itself to offer an exceptional level of service Executive 2 +260 1hr 6hrs
to all Customers. Head- 9776409
Technology 41/
Below are the availability metrics inq. has an on all iHost stephen.n
plans. gala@inq
.inc
inq. will credit the Customer 10% of the Monthly Service
Charge should the Server Availability fall below the Google Supported GGC Service Faults, Escalation and
contracted threshold. Support

11
inq.:
Customer:
inq. will escalate anything falling outside the faults listed
above to Google for support and resolution.

The GGC Service is offered on a “best effort” basis. That

means there are no guarantees as to availability or how
long repairs will take as these are escalated to Google.

12
inq.:
Customer:
13
INQ.:
Customer: