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d. managing Third -Party Service Providers, including providing a single point of contact to the Customers for the management of Third -Party Service Providers whose services are necessary for delivery of the Services in this Service Attachment (subject to the limitations as set forth in the Agreement); e. monitoring trouble tickets to support compliance with the applicable SLOB; and f. closing trouble tickets in Agile's online trouble ticketing system after verifying Service availability with the Customer. 4.5 Testing and Monitoring The NOC will perform non -intrusive and, when reasonably necessary, intrusive testing. "Intrusive testing" as used hereunder shall mean any testing that requires temporarily disabling the Customer's Service. Agile will also perform Network monitoring to determine the status and performance of the Network and individual circuits including: 1. Trouble testing and problem isolation; 2. Reporting status to the help desk and escalating identified problems; 3. Dispatching field technicians to resolve issues that cannot be cleared remotely; and 4. Providing resolution status to the help desk. 4.6 Fault Management 4.6.1 Mean Time to Restore Mean Time to Restore ("MTTR') means the average time interval between initial trouble ticket request being opened by Agile's help desk (or Agile becomes aware of an issue impacting Network Service) to the time the Service is restored. If a Customer disputes Agile's determination of when the Service is restored, the Parties will work together in good faith to resolve any such dispute within 30 days. There are three priority levels for trouble ticket severity: Severity 1 (Critical) - defined as a complete Service Outage affecting the Customer's Service. Severity 2 (Major) - defined as a partial Service Outage or significant Service degradation affecting the Customer's Service. Severity 3 (Minor) — defined as minor Service degradation minimally affecting the Customer's Service. MTTR objectives and priorities are established based on Grades of Service and trouble ticket severity level. 4.6.2 Routine Network Maintenance Agile may perform Routine Network Maintenance for Network improvements and preventive maintenance and will use commercially reasonable efforts to provide five days' notice to the affected Customers of all Routine Network Maintenance that could affect Customer's Service. Routine Network Maintenance also includes maintenance that could result in a serious degradation or loss of Service if not accomplished promptly by Agile. Agile's operations group must provide as much prior notice as practicable, via e-mail or other means, in any such case. Agile Network Connect Service Attachment 10/1/19 Page 14