Service Schedule for Lightstorm Services

Polarin is a Network-as-a-Service (NaaS) platform that provides enterprises with agile and scalable networking interconnection capabilities.
• It enables businesses to connect their data centres, hybrid and multi-cloud environments, internet exchanges, and SaaS applications in a secure and reliable manner.
• Polarin is a cloud-based platform that can be provisioned and managed in minutes.
• It offers a wide range of features, including:
o Flexible and easy interconnections: Polarin allows businesses to connect their networks quickly and easily, without the need for complex provisioning or management processes.
o High visibility: Polarin provides businesses with a comprehensive view of their network, including traffic flows, performance metrics, and security logs.
o Granular scalability: Polarin can be scaled up or down to meet the changing needs of businesses.
• Polarin is a secure and reliable platform that is backed by Lightstorm's global network of data centres.
This Service Schedule applies to Polarin products and services. The platform offers on-demand Layer-2 Ethernet connections between and across various ecosystems such as Multi-Tenant Datacentres (DC), Cloud Service Providers (CSP), Internet Exchanges (IX), Content Delivery Network (CDN).

Polarin Port Service Schedule
Polarin Port is a high-speed Ethernet interface that provides a gateway that customers need to access Polarin’s other services such as data centre interconnect, cloud connectivity, IX and CDN connectivity.
Provisioning a port is the first step in accessing most Polarin services. The only exception is the Polarin Virtual Router, which does not require a port. Port Capacities offered: 1G, 10G and 100G. You first provision a port and then set up a cross connection from that port to your on-premises equipment. Once that is complete, all other services can be provisioned and de-provisioned virtually. Cross Connects can be arranged by Polarin team upon customer’s request however, the ordered cross connects are not covered under Polarin SLA. The service is available at selected data centers.
Service Levels
The Service Availability for Port is defined as the Port’s monthly average Availability, expressed in percentage. Lightstorm’s Service Level target for Port Service Availability is 100%.
Service Availability is defined as the monthly average availability of ports (regardless of network segments), expressed as percentage. The calculation excludes:
• local loop or last mile via third-party suppliers.
• connectivity between Lightstorm node to CSP edge device.
Service Availability = (((Charging Period) – (Excused Downtime)) / (Charging Period)) * 100%.
Charging Period means the charging period applicable to Customer’s Service, as specified on the Order (and if not specified, a monthly Charging Period applies).
Uptime means the number of minutes in the Charging Period where the link state of Customer’s Port is ‘up, rounded to the nearest minute.
Excused Downtime means the number of minutes in the Charging Period, rounded to the nearest minute that the link state of Customer’s Polarin is ‘down’ due to:
• Customer’s acts or omissions or the acts or omissions of Customer’s agents, contractors or anyone Customer is responsible for.
• the acts or omissions of any third party or a fault on a third party’s network.
• any failure, incompatibility, or error in the configuration of Customer equipment or cabling (including any cross-connects).
• Polarin suspending the Service in accordance with the Agreement or the Acceptable Use Policy or an Intervening Event.
• Any matter caused by or due to Customer’s use of bandwidth more than the Committed Bandwidth.

If the Service fails to meet the Service Availability target in a Charging Period, then subject to the Service credit conditions set out below, Customer will be able to claim a Service credit calculated as:
Downtime
--------------------- x Recurring Charge
Charging Period
Where:
Downtime is calculated per Charging Period as the total number of minutes in the Charging Period less (Uptime plus Excused Downtime); and
Recurring Charge means the recurring charge applicable to the applicable Charging Period.
Service Credit Conditions
The following conditions apply to Service credits:
• where a Service credit is available, the credit is Customer’s only remedy in the event of Polarin’s failure to meet the Service Availability target.
• Customer must apply for the Service credit by giving Polarin notice of its claim within thirty (30) calendar days of the end of the Charging Period to which the credit applies.
• the Service credit can only be applied as a credit to Customer’s Polarin account and cannot be redeemed for cash.
• the maximum Service credit available for each Service in a Charging Period will not exceed thirty per cent (30%) of the total Recurring Charges for that Charging Period for that Service.
• Service credits are not available if Customer has failed to pay charges for the Service when due and payable.

Virtual Router is a Layer 3 logical device that removes the complexity of network configuration and management by creating a secure, dedicated and on-demand network between different network endpoints, such as cloud and SaaS applications, enterprise locations, other networks, and more.
The Virtual Router establishes Layer 3 connectivity on the Polarin software-defined network (SDN). A virtual router enables data transfer between multi-cloud or hybrid cloud networks, network service providers, and cloud service providers.
Service Levels
The Service Availability for Virtual Router is defined as the VR’s monthly average Availability, expressed in percentage. Lightstorm’s Service Level target for VR Service Availability is 100%.
Service Availability is defined as the monthly average availability of virtual router (regardless of network segments), expressed as percentage. The calculation excludes:
• local loop or last mile via third-party suppliers.
• connectivity between Lightstorm node to CSP edge device.
Service Availability = (((Charging Period) – (Excused Downtime)) / (Charging Period)) * 100%.
Charging Period means the charging period applicable to Customer’s Service, as specified on the Order (and if not specified, a monthly Charging Period applies).
Uptime means the number of minutes in the Charging Period where the link state of Customer’s Polarin is ‘up, rounded to the nearest minute.
Excused Downtime means the number of minutes in the Charging Period, rounded to the nearest minute that the link state of Customer’s Polarin is ‘down’ due to:
• Customer’s acts or omissions or the acts or omissions of Customer’s agents, contractors or anyone Customer is responsible for.
• the acts or omissions of any third party or a fault on a third party’s network.
• any failure, incompatibility, or error in the configuration of Customer equipment or cabling (including any cross-connects).
• Polarin suspending the Service in accordance with the Agreement or the Acceptable Use Policy or an Intervening Event.
• Any matter caused by or due to Customer’s use of bandwidth more than the Committed Bandwidth.

If the Service fails to meet the Service Availability target in a Charging Period, then subject to the Service credit conditions set out below, Customer will be able to claim a Service credit calculated as:
Downtime
--------------------- x Recurring Charge
Charging Period
Where:
Downtime is calculated per Charging Period as the total number of minutes in the Charging Period less (Uptime plus Excused Downtime); and
Recurring Charge means the recurring charge applicable to the applicable Charging Period.
Service Credit Conditions
The following conditions apply to Service credits:
• where a Service credit is available, the credit is Customer’s only remedy in the event of Polarin’s failure to meet the Service Availability target.
• Customer must apply for the Service credit by giving Polarin notice of its claim within thirty (30) calendar days of the end of the Charging Period to which the credit applies.
• the Service credit can only be applied as a credit to Customer’s Polarin account and cannot be redeemed for cash.
• the maximum Service credit available for each Service in a Charging Period will not exceed thirty per cent (30%) of the total Recurring Charges for that Charging Period for that Service.
• Service credits are not available if Customer has failed to pay charges for the Service when due and payable.

Virtual connection is a Layer 2 Ethernet service between two endpoints. You can provision a virtual connection and begin passing traffic within minutes, adjust the capacity to fit your needs, and update VLAN tags, as necessary. Virtual connections are multi-point to multi-point connections. This means that you can have multiple virtual circuits provisioned on a single access port.
10G Wave is a layer 1 dedicated optical connectivity between two endpoints for 10G bandwidth. You can provision a wave connectivity and begin passing traffic within minutes, adjust the capacity to fit your needs and update as necessary for 10G wave connectivity.

** For Partner-Enabled Locations, we offer uptime as 99.5% for all protected layer 2 links, Jitter: <15ms and PER < 0.1% for layer 2 virtual connection.
Service Availability is defined as the monthly average availability of virtual circuits (regardless of network segments), expressed as a percentage. The calculation excludes:
• local loop or last mile via third-party suppliers.
• connectivity between Lightstorm node to CSP edge device.
Service Availability = (((Charging Period) – (Excused Downtime)) / (Charging Period)) * 100%.
Charging Period means the charging period applicable to Customer’s Service, as specified on the Order (and if not specified, a monthly Charging Period applies).
Uptime means the number of minutes in the Charging Period where the link state of Customer’s Polarin is ‘up, rounded to the nearest minute.
Excused Downtime means the number of minutes in the Charging Period, rounded to the nearest minute that the link state of Customer’s Polarin is ‘down’ due to:
• Customer’s acts or omissions or the acts or omissions of Customer’s agents, contractors or anyone Customer is responsible for.
• the acts or omissions of any third party or a fault on a third party’s network.
• any failure, incompatibility, or error in the configuration of Customer equipment or cabling (including any cross-connects).
• Polarin suspending the Service in accordance with the Agreement or the Acceptable Use Policy or an Intervening Event
• Any matter caused by or due to Customer’s use of bandwidth more than the Committed Bandwidth.

If Polarin fails to meet the Service Availability target in a Charging Period, then subject to the Service credit conditions set out below, Customer will be able to claim a Service credit calculated as:
Downtime
--------------------- x Recurring Charge
Charging Period
Where:
Downtime is calculated per Charging Period as the total number of minutes in the Charging Period less (Uptime plus Excused Downtime); and
Recurring Charge means the recurring charge applicable to the applicable Charging Period.
Service Credit Conditions
The following conditions apply to Service credits:
• where a Service credit is available, the credit is Customer’s only remedy in the event of Polarin’s failure to meet the Service Availability target.
• Customer must apply for the Service credit by giving Polarin notice of its claim within thirty (30) calendar days of the end of the Charging Period to which the credit applies.
• the Service credit can only be applied as a credit to Customer’s Polarin account and cannot be redeemed for cash.
• the maximum Service credit available for each Service in a Charging Period will not exceed thirty per cent (30%) of the total Recurring Charges for that Charging Period for that Service.
• Service credits are not available if Customer has failed to pay charges for the Service when due and payable.

Polarin Data Centre to Data Centre Connectivity
Data Centre Interconnect is a service that provides connection between a data centres.
Data Centre Interconnect offers DC to DC connectivity via fully owned and operated network of Lightstorm, completely bypassing public Internet.
Data Centre Connectivity service consists of two or more Ports and one or more Virtual Connection between the Lightstorm’s Point of Presence (“PoP”) within Lightstorm’s on-net network and excludes any off-net third-party network (“Service”).

DC to Cloud connect is a service that provides connection between a private network (DC) and CSP
DC-Cloud Connect offers data centre to cloud connectivity up to the L2 Gateway in the cloud via fully owned and operated network of Lightstorm, completely bypassing public Internet.
DC-Cloud Connect service consists of a Port and one or more Virtual Connection between Lightstorm’s Point of Presence (“PoP”) and Cloud Service Provider within Lightstorm’s on-net network and excludes any off-net third-party network (“Service”).

DC to IX connectivity is a service that provides connectivity service between Polarin POPs or DCs and Internet Exchange Points (IXP). Polarin customer can easily connect and peer with the world’s leading IXPs to get access to 500+ networks via single connectivity.
DC-IX Connect service consists of a Port and one or more Virtual Connection between Lightstorm’s Point of Presence (“PoP”) and IX Provider within Lightstorm’s on-net network and excludes any off-net third-party network (“Service”).

Polarin CDN connectivity service is a solution that allows customers to connect to Content Delivery Network (CDN) providers through a single port using Polarin- software-defined network (SDN) platform.
DC to CDN Connect service consists of a Port and one or more Virtual Connection between Lightstorm’s Point of Presence (“PoP”) and CDN Provider within Lightstorm’s on-net network and excludes any off-net third-party network (“Service”).

Cloud to Cloud Connectivity is a service that provides any-to-any Layer-3 connection between a two or more public clouds (Multi Cloud Connectivity) or data centres.
Cloud Connect offers cloud connectivity up to the L3 Gateway in the cloud via fully owned and operated networks of Lightstorm, completely bypassing public Internet through a virtual router.
Cloud Connectivity consists of one or more virtual connection and a virtual router on the Lightstorm network (connecting the customer on-premises datacentres or CSPs)

DCI Lite is a DC-to-DC connectivity service by Polarin via fully owned network of Lightstorm through private and secure links bypassing the Internet.
DCI Lite is different in terms of SLAs committed to the Polarin customer. Polarin does not guarantee any SLA but uptime for virtual connections and ports.
Data Centre Connectivity service consists of two or more Ports and one or more Virtual Connection between the Lightstorm’s Point of Presence (“PoP”) within Lightstorm’s on-net network and excludes any off-net third-party network (“Service”).

• Uptime target
o Metro: 99.5%
o NLD: 99.5%
• Packet loss ratio (PLR) – Not Applicable
• Packet error ratio (PER) – Not Applicable
• Latency- Not Applicable
• Jitter – Not Applicable
• Core protected by default.
Polarin Global Data Centre to Data Centre Connectivity
Polarin Global Data Centre Interconnect is a service that provides connection between 180+ data centres spread globally.
Polarin Global DCI offers DC to DC connectivity via fully owned/partner (Console Connect) owned and operated network of Lightstorm/Lightstorm partner (Console Connect), completely bypassing public Internet.
Polarin Global Data Centre Connectivity service consists of two or more Ports and one or more Virtual Connection between the Lightstorm’s Point of Presence (“PoP”) or Console Connect’s POPs (“Partner Enabled Location”) within Lightstorm’s on-net network or Console Connect’s on-net network and excludes any other off-net third-party network (“Service”).

Polarin 10G wave connectivity is a service that provides dedicated optical connectivity of 10G bandwidth between data centres.
Data Centre Interconnect Wave offers DC to DC connectivity via fully owned and operated network of Lightstorm, completely bypassing public Internet. It provides zero touch, on-demand, agile NaaS solution for establishing low latency, secure and dedicated optical connectivity.
DCI wave requires one or more 10G wave (Layer 1) connectivity between the Lightstorm’s Point of Presence (“PoP”) within Lightstorm’s on-net network and excludes any off-net third-party network (“Service”).