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The Low Bandwidth Connect Services are only available for devices such as oil well <br />monitoring, road counters, weather monitoring stations, and similar uses and are not a <br />substitute for Preconfigured Circuits. <br />3.2 Other Services <br />Connect Services are available throughout the Network and can be used to conned a variety <br />of devices, equipment, and facilities, from low -bandwidth devices, such as a road counter, to <br />higher bandwidth demands, such as a point-to-point connection over a river or highway or <br />connecting a multi-user facility such as a hospital. Due to the potentially unique nature of <br />these connections, some optional Services may be quoted on an Individual Case Basis ("ICB") <br />as custom circuits ("Custom Circuits"). <br />4. Service Provider Support Services <br />Agile will provide Services under this Service Attachment through its Network Operations <br />Center ("NOC") as follows: <br />4.1 Service Provider Point of Contact <br />Agile will designate an Operations Manager as an official point of contact that will be Agile's <br />liaison to the Customer responsible for day-to-day operations issues and decision making and <br />manage Agile's compliance with this Service Attachment. <br />4.2 Customer Point of Contact <br />The Customer will provide an official point of contact that will be the Customer's liaison to <br />Agile responsible for general contractual and administrative issues and decision-making. <br />Support for Customers will be provided through a contact at the Customer's level and <br />identified in the applicable Service Order. <br />4.3 Help Desk <br />Agile will provide the Customers with a help desk in support of the Services provided under <br />this Service Attachment. The help desk will be a single point of contact for maintenance of <br />the Services covered by this Service Attachment. The help desk will be staffed 24 hours per <br />day, seven days per week for Customers to open trouble tickets, receive status on existing <br />tickets, and escalate issues when appropriate. Agile's help desk staff will be knowledgeable <br />employees in the telecommunications industry, Agile's products, and Services, and basic <br />troubleshooting techniques. The Agile NOC help desk can be contacted at: <br />888.495.0549 or support@agilenetworks.com. <br />4.4 Trouble Ticket Management <br />Agile will provide trouble ticket management including: <br />a. receiving and recording trouble tickets in Agile's online trouble ticketing system; <br />b. providing status updates to the Customer's contact, the person who reported the trouble, <br />or a designee; <br />c. automatically escalating trouble tickets within Agile's organization and any relevant Third - <br />Party Service Providers' organizations, as necessary; <br />Agile Network Connect Service Attachment <br />10/1/19 Page 13 <br />