DENVER, October 12, 2000 — In a move that supports the recognized importance of Service Level Agreements (SLA) to the success of the ASP industry, Qwest Cyber.Solutions LLC (QCS), the largest enterprise Application Service Provider (ASP), today becomes the first ASP to unveil an industry leading package of SLAs called QCS ProofPositive. With the immediate availability of ProofPositive, the company is demonstrating its commitment to total customer satisfaction.

With industry analysts estimating that large enterprises lose an average of approximately $85,000 per hour to downtime, quantifiable SLAs are critical to helping companies improve their bottom lines. By increasing availability percentages by just .5%, companies can save approximately $3.7 million per year. With comprehensive, well-defined SLAs available at three levels - 99, 99.7 and 99.99% - QCS is helping customers significantly decrease the business impact of downtime. The availability levels range from 7 hours 20 minutes of downtime per month to no more than more than 4 minutes and 22 seconds for selected platforms.

"When selecting an ASP for our institution, one of the most important factors we considered was the service level agreement," said James Fisher, Assistant Vice President for Finance with Rochester Institute of Technology. "Qwest Cyber.Solutions stood out from the crowd in this area because they offered us comprehensive options that met all our business requirements, and at the same time they convinced us of their ability to really deliver on those SLAs with their technology, infrastructure, tools and expertise."

To deliver on ProofPositive, QCS developed QCS Sentry, a process for reliable delivery of world-class applications and maximum system availability designed to improve the end user experience of critical business systems. QCS has made significant financial and technological investments to develop QCS Sentry, which will provide comprehensive and proactive management, monitoring and reporting infrastructure for application and transaction performance.

"Delivery on service level agreements is the crux of the ASP value proposition and impacts all aspects of an ASP's business," said Clare Gillan, group vice president of applications research at IDC. "ASPs such as Qwest Cyber.Solutions that show initiative and responsibility for their service will drive further adoption of the ASP model. Qwest Cyber.Solutions' inclusion of financial accountability for disaster recovery and general customer satisfaction in its SLA puts more pressure on competitors to strengthen SLA agreements."

With ongoing discussion regarding the importance of SLA's noted by industry analysts like IDC, QCS has taken an aggressive and thorough approach to building the right tools and technology that enable these new ProofPositive SLAs. To meet the variety of customer requirements, QCS ProofPositive offers a choice of three service levels on selected platforms: Standard, Enhanced Response and Business Critical.

ProofPositive Standard
This level of ProofPositive provides strong service guarantees on all components of QCS' ASP services including the application, performance and disaster recovery. For QCS Ultimate Freedom customers choosing ProofPositive Standard, the following metrics apply:

  • 99% application availability
  • QCS will respond to critical issues within 30 minutes
  • QCS will escalate most critical issues within 2 hours
  • QCS will provide <70% CPU utilization
  • QCS will provide <90% storage utilization
  • QCS will provide disaster recovery with 7 days recovery time for failed systems to the last available data recovery point
  • QCS will meet the "customer satisfaction" level based on feedback from quarterly survey

ProofPositive Enhanced Response
The Enhanced Response SLA is for customers requiring added availability and faster recovery requirements beyond the basic offering. This level provides customers with the following service assurances:

  • 99.7% application availability
  • QCS will respond to critical issues within 20 minutes
  • QCS will escalate most critical issues within 2 hours
  • QCS will provide <70% CPU utilization
  • QCS will provide <90% storage utilization
  • QCS will provide disaster recovery with 3 days recovery time for failed systems to the last available data recovery point
  • QCS will meet the "customer satisfaction" level based on feedback from quarterly survey

ProofPositive Business Critical
The Enhanced Response SLA is for customers requiring added availability and faster recovery requirements beyond the basic offering. This level provides customers with the following service assurances:

  • 99.99% application availability
  • QCS will response to critical issues within 10 minutes
  • QCS will escalate most critical issues within 2 hours
  • QCS will provide <70% CPU utilization
  • QCS will provide <90% storage utilization
  • QCS will provide disaster recovery with 4 hours recovery time for failed systems and 0 to 4 hours recovery point depending on customer requirements
  • QCS will meet the "customer satisfaction" level based on feedback from quarterly survey

Additionally, as a component of QCS' ASP solution, customers benefit from Qwest's high availability, global Internet Protocol network that provides an excellent communications infrastructure for mission critical application solutions that require security, performance and reliability.

"We are strong believers that customers should expect more from their ASP partner than checkbook compensation for insufficient service levels," said John Charters, CEO, Qwest Cyber.Solutions "Today only a handful of the largest enterprises have the financial and technology resources to ensure maximum availability of applications, but now with QCS Sentry and ProofPositive, QCS is setting the new standards for service in the ASP environment."

About Qwest Cyber.Solutions
Qwest Cyber.Solutions (QCS) is the industry's largest enterprise applications service provider (ASP) delivering scalable and reliable business critical software solutions through remote management and hosting of Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and Business-to-Business (B2B) E-Commerce applications. A joint venture between Qwest Communications International Inc. (NYSE: Q) and KPMG Consulting, QCS leverages Qwest's state-of-the-art Internet protocol broadband network and CyberCenters as well as KPMG's consulting and software integration expertise. QCS' software applications portfolio includes Ariba, Captura, Oracle, PeopleSoft, SAP, Siebel, and others. For more information, see the QCS Web site at www.qwestcybersolutions.com.


Qwest is a registered trademark, and Qwest Cyber.Solutions is a trademark, of Qwest Communications International Inc. Other product and company names mentioned herein are trademarks of their respective owners.

This release may contain forward-looking statements that involve risks and uncertainties. These statements may differ materially from actual future events or results. Readers are referred to the documents filed by Qwest and U S WEST, Inc. with the Securities and Exchange Commission, specifically the most recent reports which identify important risk factors that could cause actual results to differ from those contained in the forward-looking statements, including potential fluctuations in quarterly results, dependence on new product development, rapid technological and market change, failure to maintain rights of way, financial risk management and future growth subject to risks, adverse changes in the regulatory or legislative environment, and failure to achieve the synergies and financial results expected from the acquisition of U S WEST. This release may include analysts' estimates and other information prepared by third parties, for which Qwest assumes no responsibility. Neither Qwest nor Qwest Cyber.Solutions undertakes any obligation to review or confirm analysts' expectations or estimates or to release publicly any revisions to any forward-looking statements to reflect events or circumstances after the date hereof or to reflect the occurrence of unanticipated events. This release may include analysts' estimates and other information prepared by third parties, for which Qwest assumes no responsibility. Qwest undertakes no obligation to review or confirm analysts' expectations or estimates or to release publicly any revisions to any forward-looking statements to reflect events or circumstances after the date hereof or to reflect the occurrence of unanticipated events.

The Qwest logo is a registered trademark of, and CyberCenter is a service mark of, Qwest Communications International Inc. in the U.S. and certain other countries.



Contact Information
Outside Contacts:
Qwest Media Contact
Christy Weiner
(303) 291-6533
tchristy.weiner@qcs-us.com