1. What is a Maintenance Window?
A maintenance window is a defined time frame in which the performance of planned maintenance would have the least impact on customers or the enterprise.

2. Determining Planned and Short Notice Maintenance
There are two types of maintenance activities:

2.1 Planned Maintenance
Any hardware or software change(s) that may cause a service disruption or degradation to customer service that is scheduled ten (10) business days in advance with standard customer notification.

2.2 Short Notice Maintenance
Any hardware or software change(s) that may cause a service disruption or degradation to customer service where immediate maintenance needs to be performed and short notice customer notification must occur.

2.3 Emergency Maintenance
If there is existing or imminent degradation to customer service or to Onvoy’s network, Emergency Maintenance will be initiated. Emergency Maintenance follows the same guidelines as Planned Maintenance with the possible exceptions of maintenance window and customer notification. Approval for Emergency Maintenance will be granted by the Director of Operations.

3. Onvoy's Maintenance Windows
(Maintenance Window timelines are determined by Onvoy traffic studies, which are conducted twice annually)
ALL MAINTENANCE ACTIVITIES WILL START AT THE BEGINNING OF THE FOLLOWING WINDOWS:

3.1 Window 1: Monday through Sunday, 12am to 6am
Window covers the following: Core Transport Equipment: Fiber Infrastructure, Multiplexers, Voice Switch Platforms, Power, Digital Cross Connect Systems, Timing.

3.2 Window 2: Monday through Sunday, 2am to 6am
Window covers the following: Internet core and customer edge equipment.

4. Maintenance Window Activities

4.1 Method of Procedure form (“MOP”)
A completed Method of Procedure form (“MOP”) is sent to Network Support before any maintenance is performed. The party responsible for initiating the maintenance activity must complete a MOP. MOPs will be reviewed and approved by the Maintenance Review Board (“MRB”) before Network Support will schedule the maintenance activity.

When work associated with a MOP that was reviewed by the MRB is completed or backed out of, the person performing the work must send an email to the MRB advising of the status of the work.

4.2 Scheduling/Assignment
The Manager or Supervisor is responsible for supplying Network Support with the Date/Time & Name(s) of technician(s) performing the work. The assigned technician will be provided adequate time to review MOP for completeness, accuracy and understanding. If after review and discussion with the initiator of the MOP, the MOP contains inaccuracies, it will be returned to the initiator for revision and rescheduling.

4.3 Customer Notification for Planned Maintenance
Customer notification is used for maintenance that may impact customer service. Network Support will notify the affected Network Management Centers and impacted customers and update the Maintenance Calendar.

Customers will be given ten (10) business days advanced notification of maintenance which may impact the services Onvoy provides.

4.4 Entering a Maintenance Window
Persons performing planned maintenance are required to notify Network Support before performing the maintenance activity. Network Support requires a working bridge prior to starting maintenance.

4.5 Exceeding MOP Completion Timeline
If an activity is proceeding successfully, but the time to completion exceeds the expected completion time, the technician will initiate prescribed escalation procedures.

4.6 Exceeding the Maintenance Window Timeline
Person(s) performing maintenance are required to notify Network Support as soon as the planned maintenance window is expected to be exceeded. Network Support Management may contact Onvoy’s Tier III support (Core Engineering) and if necessary, vendor support for technical assistance.

4.7 Exiting a Maintenance Window
All alarms must be cleared before exiting a planned maintenance window. All un-resolved alarms need to be verified as non-service affecting before exiting the planned maintenance window. The maintenance ticket must be kept open until all alarms related to the maintenance are cleared.

4.8 Maintenance Ticket
All maintenance activities require a maintenance ticket. The maintenance ticket will reference the MOP number.

4.9 Information Requirements
The department performing maintenance is required to provide the following information for the maintenance ticket: