SERVICE LEVEL AGREEMENT! CONFIRMATION

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1 SERVICE LEVEL AGREEMENT CONFIRMATION

2 BRINGING ENTERPRISE TO SMB RELIABILITY & LOWERING THE TCO What we built Qsan s unique character on, starts from the approach. We had a dream of bringing an enterprise grade storage array, with it s quality, performance, reliability and features, to a price level affordable for any SMB company or small Enterprise. From the first drawing of the motherboard circuit designs, through on board software, to the last touch of how the chassis will look like. Everything is prepared in Qsan R&D labs, no technology outsourcing involved. A difficult, yet rewarding strategy, ensuring that every question and problem can be answered immediately within Qsan s resources, without the need of consulting 3 rd parties. If you add to that years that we spend on designing and beta testing our products before introducing them on the market, you ll have a very stable, extremely well performing storage arrays for any environment. QSAN CARE Making sure that all Qsan storage arrays are available at our customer s sites is a critical part of our overall strategy to create a perfect, highly-available storage arrays for medium and large companies. We made it a goal to design, carefully select and make the proper level of support easy and affordable. While standard Qsan warranty and service program already provides help and support that most of the customers require, we know that many projects you are working require different attention and meeting restrictive downtime requirements. For this reason we created a selection of service enhancement to help you meet whatever project specification or customer demand you ll have. All Qsan products are equipped with 3 years warranty, with additional 2 year extension possibilities. Standard contract can be extended with multiple maintenance options, and specially priced multi-year contracts are available to protect your investment throughout the entire life cycle of the product. There are four levels of Qsan Enterprise Services: 24/7 Telephone Support & Advanced parts replacement (2 business days delivery, including drives) 24/7 Telephone Support & Next Business Day Onsite interventions. 24/7 Telephone Support & 4h Onsite intervention (9x5, within working hours) 24x7 Telephone Support & 24x7, 365 days a year Onsite interventions.

3 QSAN ENTERPRISE SERVICES OFFERINGS: Level 1 Level 2 Level 3 Level 4 2 Business day advanced parts replacement Next business day parts replacement Next business day onsite interventions 9 hours a day from Monday to Friday, 4h onsite interventions 24 hours a day, 7 days a week, 7h onsite interventions 24x7 Telephone Support (Toll-Free numbers available in chosen countries) Unlimited web & support Access to online technical knowledge database Remote problem & diagnostics

4 AVAILABILITY & LOCATIONS EUROPE & BEYOND Qsan Enterprise Services are available on throughout the whole territory of Europe for all the product lines with first level of support included into all Qsan storage arrays free of charge. For logistical reasons, to some of the most remote locations, restrictions might be applied for different types of service level agreements. We work constantly on adding new locations and extending our Enterprise Services reach beyond current radius. Soon you can expect new countries, including Russia and APAC territories to be added to the list. Advanced spare parts replacement free of charge in all Qsan storage arrays & regions

5 MAINTENANCE LOCATIONS: Level 1 Level 2 Level 3 Level 4 Germany, Austria, Switzerland* UK & Ireland France Belgium, Netherlands, Luxemburg Italy, Spain** Portugal Poland*** Denmark Sweden**** Norway, Finland***** Czech Republic****** Eastern European Countries * Customs procedures might be involved for the Advanced Replacement services in Switzerland, which might extend the replacement process. ** Level 3 & Level 4 support in Spain & Italy are available on request only *** 5x9x4h onsite intervention in Poland restricted to 100km radius from: Katowice Wroclaw Warszawa Poznan **** Advanced replacement in Sweden might be restricted to the areas of DHL delivery. NBD on-site support restricted to 100km radius from: Stockholm Gothenburg Malmö ***** Customs procedures might be involved for the Advanced Replacement services in Norway & Finland, which might extend the replacement process. ****** Czech Republic NBD onsite service level is restricted to Prague area. Please contact us for any other regions.

6 CONTACT PROBLEM SUBMISSION In case of any technical problem or difficulty with your Qsan storage array, please: Call your tall-free number provided with service contract confirmation Call directly from landline or mobile phone at +49 (0) Contact via at: CUSTOMER INFORMATION Upon contacting Qsan service centre, please make sure that you have available: Product s Serial Number Your unique service contract number Company data ADDITIONAL INFORMATION You can find any additional information under below links: Warranty Conditions: Technical Documents:

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