CenturyLink QCC Retail Service Level Agreements
(Not applicable to service offered under the CenturyLink Wholesale and Enhanced Services Agreements)

• ATM
  • Domestic ATM | 08/08/11

• BAAS
  • Broadband Access Aggregation | 08/08/11
• Business Bundles
  • Business Bundles | 11/03/16
• CenturyLink Ethernet
  • CenturyLink Ethernet | 04/24/17
• CenturyLink IQ® Networking * (formerly Qwest iQ® Networking)
  • SLA | 06/09/14
  • SLA Attachment 1 | 08/08/11
  • International Private Port Latency Goals | 08/08/11
• CenturyLink IQ + Port SLA
  • CenturyLink IQ + SLA | 01/12/16
  • CenturyLink IQ + Attachment 1 | 04/13/15
• CenturyLink IQ + Financial SLA
  • CenturyLink IQ + Financial SLA | 05/11/21

  * NOTE: As of January 23, 2014, DDoS Mitigation Service SLA goals are located in a separate DDoS Mitigation SLA

• DDoS Mitigation
  • DDoS Mitigation | 02/26/18

• Diversity
  • Domestic Network Diversity | 08/08/11

• Domestic Outbound Long Distance and Domestic Toll Free Service | 08/08/11
• Domestic IP Outbound Long Distance and Domestic IP Inbound Toll Free Services | 08/08/11
  
  
• FRS
  • Domestic Frame Relay | 08/08/11

• Hosted Collaboration Solution
  • Hosted Collaboration Solution | 11/11/20

• Hosted IVR
  • Hosted IVR | 05/13/14

• Hosting
  • Hosting-related Services | 09/24/12
  • Managed Server SLA | 09/24/12

• Hosted Unified Communications Service | 08/08/11

• Hybrid SD-WAN Bundles | 09/11/17

• Interaction Routing Platform (formerly Q Routing) | 05/13/14
  
• IP Voice (formerly Qwest iQ® Advanced Voice)
  • Hosted VoIP and CenturyLink IQ® SIP Trunk | 10/22/14
  • Managed VoIP (formerly Qwest iQ Managed VoIP or OneFlex Hosted VoIP) | 03/01/13
  • Integrated Access (formerly Qwest iQ Integrated Access or OneFlex Integrated Access) | 03/01/13
  • SIP Trunk (formerly Qwest iQ SIP Trunk) | 03/01/13
• Local Access
  • On-Net Local Access | 04/25/19
• Lumen Engage™
  • Lumen Engage™ | 10/16/20

• Lumen Financial Connect | 05/11/21

• Managed Enterprise | 11/20/17

• Managed Enterprise with Cisco Meraki | 08/15/19

• Managed IP Communications | 08/08/11

• Managed Office
  • Managed Office | 02/02/15

• Managed Office Essentials
  • Managed Office Essentials | 02/02/15

• Managed Services
  • Network Management Service | 08/08/11
  • Managed Security Service 1 | 08/08/11
• Managed Storage On Premise and Cloud Services
  • Managed Storage On Premise and Cloud Services | 06/20/18
• Metro Ethernet (formerly known as MOE, QMOE, or Metro Optical Ethernet)
  • QCC Metro Ethernet | 08/08/11

• MFW-VPN SLA | 12/05/11
  
• Network-Based Security
  • Network-Based Security | 03/04/15
• Notify
  • Notify | 09/15/14

• Private Line (CenturyLink QCC—Domestic unless otherwise noted)
  • Ethernet Private Line | 04/9/13
  • Metro Ethernet Private Line | 03/27/12
  • Domestic Private Line | 08/08/11
  • International Private Line | 08/08/11
  • Metro Private Line | 10/09/13
  • Optical Wavelength Service | 08/08/11
  • E-Line Private Line | 02/06/12

• Real-Time Application Recovery Service™ | 05/13/14

Due to the civil disturbances in the Middle East and North Africa, the telecom and data network, while still operating, is not performing at or near normal business parameters. The Force Majeure provision in related agreements is in effect.

This situation has lead CenturyLink to issue an advisory suspending normal levels for service delivery and service assurance, including any applicable SLA goals for locations that would normally qualify. CenturyLink will, of course, remain committed to delivering its high quality of service, but cannot guarantee normal levels of responsiveness in certain Middle Eastern countries.

CenturyLink will exert commercially reasonable efforts in the following countries until this advisory is removed from this page. We apologize for any inconvenience this causes our customers and will do our best to maintain service levels in spite of the unrest.

Impacted Countries: Algeria, Bahrain, Djibouti, Egypt, Iraq, Jordan, Kuwait, Libya, Morocco, Oman, Palestinian Territories, Sudan, Syria, Tunisia, Yemen

CenturyLink QC Retail and Wholesale Service Level Agreements

• GeoMax | 08/08/11
• Self Healing Network Service (SHNS) | 08/08/11
• Synchronous Service Transport (SST) | 03/26/12
• Ethernet over Sonet (Ethernet interfaces available on SHNS and SST) | 08/08/11
• Metro Ethernet (formerly MOE, QMOE, or Metro Optical Ethernet) | 12/17/12
• Optical Wavelength Service | 05/23/12