Service Level Agreement is a formal written agreement made between two parties: the service provider and the service recipient which defines the basis of 13 understanding between the two parties for delivery of the service itself. It may among others, contain a specified level of service, support options, etc. The Committed Information Rate (CIR) shall be defined by the Licensee within the service level agreement. Done at Kigali, on 04 September 2009 (Sé) Marie Claire MUKASINE Chairperson Rwanda Utilities Regulatory Agency