Schedule 2b. additional terms for Managed Video Service 1. SERVICE DESCRIPTION

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1 additinal terms fr Managed Vide Service 1. SERVICE DESCRIPTION Interute s Managed Vide Service prvides pint-t-pint and multi-pint vide cnferencing fr cmmunicatin between bth the Custmer s ffices and external lcatins. 2. DEFINITIONS Annex means a dcument attached t Purchase Order specifying the end user licensing terms applicable t the Custmer, depending upn the Vide Service Equipment prvider selected, shipping terms and further details that becme applicable when there is n express stipulatin therwise n a Purchase Order. Hardware means any tangible third party prduct acquired by Interute frm a third party prvider and either resld t the Custmer r t a financing cmpany leasing it t the Custmer. Third Party Access means third party extensin circuits that are prvisined between the Custmer Premises and the nearest feasible Interute nde. VaaS Clud Services means a mnthly subscriptin infrastructure and lgical cnnectivity services such as clud hsted multi-pint cnferencing, PC clients, administratin and management VaaS Endpints means a mnthly subscriptin service fr custmer premise endpints that are managed and cnnected using Interute s VaaS clud services Vide Service r Service means managed vide cnferencing service. Vide Service Equipment means any equipment either belnging t the Custmer r leased t the Custmer by any third party (ther than Interute), including Hardware and Sftware, t be used fr Vide Service(s). Sftware means any machine readable (bject cde) versin f cmputer prgram(s) licensed by a third party t either the Custmer r a financing cmpany and prvided t the Custmer with the Hardware. Quarterly Review Perid means the calendar quarterly perids cmmencing n the 1 st day in the first mnth f each quarter during the Term. Any ther capitalised terms have the meaning set ut in Schedule SERVICE TERMS The fllwing terms and cnditins shall apply when Interute prvides Vide Services t the Custmer Vide Service a. In accrdance with a Purchase Order, Interute shall prvide the Custmer with Vide Services (VaaS) as a cmbinatin f Hardware, Sftware and cnnectivity t create a cmprehensive slutin enabling vide cnferencing via IP. Interute shall prvide a full end t end slutin encmpassing Hardware installatin and maintenance; and netwrk cnfiguratin and maintenance. b. Frm time t time, Interute shall autmatically upgrade end-pints and systems with new Sftware, update the central telephne directry when changes are made and practively supprt when infrmatin abut issues reaches Interute directly. c. Interute shall deliver t the Custmer the Vide Service Equipment as set ut in a Purchase Order, r where a particular mdel is nt available frm the manufacturer, ne with a similar r imprved specificatin. page 1 f 9

2 3.2. Access and Permissins a. The Custmer agrees t prvide Interute, its emplyees, representatives and authrised agents, with access t the Custmer Premise(s) t enable Interute t carry ut its bligatins t deliver Services. b. Prir t the installatin f any Service at the Custmer Premise(s) the Custmer shall ensure that all necessary cnsents, licences, apprvals and permissins have been btained, and that all necessary preparatin wrk has been carried ut at the Custmer Premise(s) in accrdance with any instructins that Interute have prvided. Such wrk shall be carried ut at the Custmer s sle expense. c. The Custmer shall at all times prvide Interute, its emplyees, representatives and authrised agents, as may be reasnably required, access t Vide Service Equipment lcated n the Custmer Premise(s) via the Interute IP Netwrk, r therwise, in rder t enable Interute t carry ut management f the Vide Service Equipment lcated there. Interute shall ntify the Custmer in advance where it requires the Custmer t make such access available. d. Interute is entitled t cmmunicate the cmplete name and address f the Custmer t a third party prvider f any Vide Service Equipment that might be necessary fr succesful delivery f the Vide Service Equipment and t be used fr internal administratin purpses f the Vide Service Equipment third party prvider(s) Vide Service Equipment a. The Custmer shall ensure that all ruters and lcal switches are cnfigured, in accrdance with Interute s recmmendatin, fr vide cmmunicatin. Unless the Custmer rders therwise in the Purchase Order, the Custmer shall be respnsible fr establishing and maintaining a LAN, WAN cnnectin, VPN r priritized Internet t the minimum agreed bandwidth accrding t a prject plan, between the Custmer s netwrk and Interute Netwrk. This cnnectin shall be upgradeable when necessary. In such a cases, Interute shall validate the Custmer s netwrk cnfiguratin design and assciated cmpnents, and assist the Custmer with system design. b. Ownership and title in any Equipment (save Vide Service Equipment) prvided by Interute under this Agreement shall at all times belng t Interute, unless stated therwise in the applicable Purchase Order. The Custmer shall prevent third parties frm asserting any rights in relatin t such Equipment. If it is specified in the Purchase Order that the wnership and title in the Equipment shall be passed t the Custmer in accrdance with this Agreement, the Equipment becmes Vide Service Equipment at the mment f delivery. c. If requested by the Custmer in the applicable Purchase Order, Interute is entitled t transfer the title t Hardware r the license fr Sftware t a financial intermediary such as a leasing cmpany. d. The Custmer agrees that the End User License Agreement (annexed heret r therwise prvided t the Custmer) shall gvern the Custmer s access and use f each Sftware. The Custmer acknwledges that dwnlading, installing r using the Sftware cnstitutes acceptance f the End User License Agreement. e. Prir t signing an rder frm, the Custmer shall becme acquainted with bth the relevant service descriptin(s) and end user bligatins prvided by Interute t the Custmer in respect f the Vide Service Equipment. f. If requested by any third party Sftware prvider, the Custmer shall prvide the third party Sftware prvider with serial number(s) and enable the third party Sftware prvider t perfrm an inventry review f the Custmer s installed base and review serial numbers and ther recrds (upn reasnable advance ntice) t validate entitlement. page 2 f 9

3 g. If requested by the Custmer, and fr an additinal Charge, Interute shall demnstrate the Hardware and the Sftware t the Custmer, r alternatively hld training fr end-users making them familiar with the system, the Vide Service Equipment and its functins, including presentatin technique, videcnferencing meeting functins etc. h. The warranty fr the Vide Service Equipment, if title is passed frm Interute t the Custmer, r a financing cmpany under this Agreement, shall be gverned by the third party prvider warranty supplying such Vide Service Equipment and Interute shall pass thrugh t the Custmer r a financing cmpany any written limited warranty prvided by a third party prvider f the Vide Service Equipment. Interute shall have n liability in relatin t the Vide Service Equipment. i. The Custmer shall ntify Interute in writing (which includes facsimile r electrnic mail) with at least twenty (20) days advance ntice f any Hardware and/r Sftware that the Custmer plans t mve t a new lcatin and Interute is entitled t pass this infrmatin t the third party prvider f such Hardware and/r Sftware Shipping Terms a. When requesting a Service, in additin t the standard details required under Clause 2 f Schedule 1, n the rder frm r within the Annex the Custmer shall specify shipping instructins, requested shipping date(s), bill-t and ship-t address(es) fr the Equipment r the Vide Service Equipment. b. The shipping date(s) shall be cmmunicated t the Custmer by Interute in accrdance with the assigned date(s) by a third party prvider and Interute shall use reasnable endeavurs t ensure that the shipping date(s) are as clse as reasnable t the Custmer s requested shipping date(s). c. The transprtatin and delivery f the Vide Service Equipment shall be subject t the particular mde f Incterms 2010 detailed in the relevant Purchase Order and where it is agreed that title will pass t the Custmer the title and risk f lss shall pass frm Interute t the Custmer r t the financing cmpany, and delivery shall be deemed t ccur, upn transfer f pssessin t the first cmmn carrier (unless specified therwise). In case that there is n specificatin in the Purchase Order, the particular mde shall apply as described in the Annex. d. In accrdance with the previus paragraph and unless agreed therwise in the applicable Purchase Order, any freight, handling, imprt duty and shipping insurance fees subsequent t delivery shall be brne by the Custmer. e. The Custmer shall pass n t Interute all dcumentatin which may be required by law, regulatin r reasnably requested by Interute regarding the exprt, imprt r re-exprt f any f Vide Service Equipment. f. Unless agreed therwise in the applicable Purchase Order the Custmer shall be respnsible fr insuring all Vide Service Equipment in transit and thereafter, as well as filling apprpriate lss r damage claims with its insurance carrier. The Custmer shall pay all transprtatin fees Service Desk Intertue shall make available a Service Desk Supprt 24 hurs a day, seven days a week, 365 days per year, in English language. page 3 f 9

4 3.6. Incident Pririty Levels In the event that the Custmer experiences a fault with the Service, the fllwing Incident Pririty Levels shall apply: Incident Pririty Levels Critical (1) Majr (2) Standard (3) Request (4) Incident Pririty Level Critical (1) VaaS Endpints Descriptin An incident has Pririty Level Tp if the users at a lcatin cannt participate in the meeting at all, such as: Nt pssible t cnnect calls Vide is inperative Audi is inperative An incident has Pririty Level High if users at a lcatin can participate in the meeting but functinality is degraded, such as: PC presentatin is inperative Lw quality vide Secndary screen, r secndary camera is inperative Cntrl panel r remte cntrl is inperative Camera autfcus inperative An incident has Pririty Level Medium if adjustment f lcal settings are needed t reach ptimal service cnditin but can prvide meeting service, such as: vlume level n micrphne r speaker are ut f specified range mnitr clr are ut f specified range supprted lighting are ut f specified range but still can deliver meeting An incident has Pririty Level Lw if user requests help regarding basic functinality, such as: Hw t cnnect calls Hw t perate the vide system Hw t cnnect PC fr shwing presentatins Help with cnnectins twards external parts VaaS Clud Services Descriptin An incident has Pririty Level Tp if the central Vide service is inperative and n calls are pssible t place. Example: Call ruting servers (e.g. Gatekeeper) are inperative 4. CHARGES 4.1. Charges payable by the Custmer a. Unless therwise agreed between Interute and the Custmer in the Purchase Order, Charges fr the Vide Service and any applicable terminatin r cancellatin charges shall be inviced in accrdance with the terms specified in Schedule 1 fr the amunts detailed in the Purchase Order r Change Order. b. In additin t the Charges fr the Service(s), unless specified therwise n the Purchase Order Interute shall invice any Charges related t Vide Service Equipment delivery n the date f the Purchase Order. page 4 f 9

5 c. In additin, any csts incurred by Interute due t changes in installatin dates and inability t perfrm installatin due t Custmer Premise(s) nt beeing available at the agreed date may be inviced t the Custmer n a cst plus basis. d. Any freight, handling, imprt duty and shipping insurance fees shall be inviced t the Custmer in line with the shipping cnditins. e. Any applicable VAT and Custms in cuntries where Interute dn t have a legal entity 5. SERVICE LEVEL AGREEMENT Interute shall prvide the Custmer with Service Credits (where applicable), as set ut belw, fr the failure t meet the Service Levels. Subject t the applicable Service Level, the Custmer shall be eligible fr a credit when the relevant Vide Service fails t meet stated Service Levels. 5.1 Service Levels Service Levels are defined fr the fllwing Service perfrmance measurements: a. Service Installatin b. Service Availability c. Sftware Management d. Service Desk Respnse e. Incident Reslutin f. Hardware Management 5.2 Service Installatin a. Fr the installatin f a Vide Service, after the Purchase Order acceptance Interute shall specify t the Custmer lead times based upn supplier availability fr any Vide Service Equipment and successful installatin f Third Party Access, if needed. b. Interute shall nt be held accuntable fr failure t meet a lead time due t delays in custms r t the btaining f apprpriate exprt licenses, prvided that Interute uses reasnable effrts t reslve the issue. 5.3 Service Availability A Service is Available ( Availability has a crrespnding meaning) when Vide Service is accessible frm any Hardware. The Service is Unavailable when the Service cannt be accessed. The time fr which the Service is Unavailable is measured frm when such an issue has been reprted and a truble ticket ID has been registered with Interute, until Interute has crrected the prblem and clsed the related truble ticket. Interute is respnsible fr reprting t the Custmer when the prblem has been crrected. The fllwing equatin will be used t calculate Service Availability. References t hurs are t the number f hurs (runded t nearest hur) in the applicable Mnthly Review Perid: (Ttal hurs per mnth Ttal hurs Unavailable per mnth) Ttal hurs per mnth x 100 a. Interute shall use reasnable endeavurs t ensure that the Services are available fr 99.9% f the time. b. Where Service Availability falls belw 99.9% during any Mnthly Review Perid, the Custmer shall be entitled t Service Credits n the applicable Mnthly Charge fr the relevant Service as fllws: page 5 f 9

6 Service Availability during Mnthly Review Perid Service Credits as % f Mnthly Charge <99.9%-99% 2% 98.99%-97% 10% 96.99%-95.0% 30% <95% 50% 5.4 Sftware Management Interute shall be respnsible fr prviding Sftware upgrades t the Custmer. Intertue shall use reasnable endeavurs t ensure that 99% f Sftware upgrades ccur within twenty (20) Wrking Days f cmpleting Basic Functin Test n the Sftware upgrade. 5.5 Service Desk Respnse Time Interute shall use reasnable endeavurs t ensure a Service Desk Respnse Time perfrmance f: Telephne Target Respnse Time Perfrmance fr all calls t Service Desk number during review perid <24 secnds 90% <60 secnds 99% Respnse time measurements shall be made n elapsed time between users making calls int the Vide Netwrk Operatin Centre and the Service Desk answering the telephne (the Telephne Respnse Time ). Perfrmance f Telephne Respnse Times shall be measured using the fllwing equatin: Requests cmpleted within Target Respnse Time per quarter Ttal requests per quarter x 100 Where Perfrmance f Telephne Respnse Times falls belw the targets defined within during any Quarterly Review Perid (the Target ), the Custmer shall be entitled t Service Credits n the applicable Mnthly Charge fr the relevant Service as fllws: Perfrmance f Telephne Respnse Times belw Target during Quaterly Review Perid by: Service Credits as % f Mnthly Charge >2% 5% >3% 10% >5% 20% 5.6 Incident Reslutin Interute shall use reasnable endeavurs t ensure that incidents reprted are reslved in accrdance with the fllwing targets: page 6 f 9

7 Incident Pririty Service Measure Critical (1) Majr (2) Standard (3) Request (4) Time frm Interute having diagnsed a Hardware fault, t exchange f Hardware Time frm Interute having diagnsed a Hardware fault, t exchange f Hardware Time frm Interute having diagnsed a Hardware fault, t exchange f hardware Time frm Interute having diagnsed a Hardware fault, t exchange f Hardware Reslutin Perfrmance % Perfrmance Target (Supprted hurs nly) < 60 minutes > 90% < 90 minutes > 99% < 3 Wrking Days > 90% < 7 Wrking Days > 99% < 75 minutes > 90% < 100 minutes > 99% < 3 Wrking Days > 90% < 7 Wrking Days > 99% < 1 Wrking Day > 90% < 3 Wrking Days > 95% < 7 Wrking Days > 99% < 1 Wrking Day > 90% < 7 Wrking Days > 99% The reslutin perfrmance time shall be measured as the aggregate time f all reslutin activities carried ut by Interute fr a particular Truble Ticket. The perfrmance fr each categry abve shall be calculated using the fllwing equatin: Requests cmpleted within Reslutin Perfrmance Target Ttal Requests x 100 Where Perfrmance falls belw the targets defined within 5.6 during any mnthly Review Perid fr time frm Interute having diagnsed a Hardware fault, t exchange f Hardware, the Custmer shall be entitled t Service Credits n the applicable Mnthly Charge fr the relevant Service as fllws: Perfrmance against Reslutin Perfrmance Target during Mnthly Review Perid by: Service Credits as % f Mnthly Charge <90% 10% <75% 20% <60% 30% page 7 f 9

8 5.7 Hardware Management Interute shall use reasnable endeavurs t ensure delivery and acceptance f new hardware within frty (40) Wrking Days frm Order acceptance fr Dual Mnitr, Single Mnite and Persnal Vide Systems. Interute shall endeavur t ensure that this timeframe is met in 90% f cases. Interute shall use reasnable endeavurs t ensure that cnfiguratin f Custmer s exisiting hardware, shall be cmpleted within ten (10) Wrking Days frm Order Acceptance in 90% f cases. 5.8 Limitatins t Payment f Service Credits a. Exclusins f Service Credits are set ut in clause 9.6 f Schedule 1. Furthermre, lack f Availability/Perfrmance related t any f the belw shall nt be measured by the Availability/Perfrmance mdel as set ut in Clause 5 abve: - Errrs in netwrk cnnectivity; - Actins by a third party and its emplyees that are utside f Interute s cntrl. Fr example interruptins in pwer supply r similar; - When Custmer raises a ticket but n investigatin by Interute n lack f Availability was fund; - Fr phne Respnse Times calls abandned befre 15 secnds are nt included in the calculatins. - Fr Respnse Times s send t wrng supprt address are nt included in the calculatins. - The fllwing exclusins shall apply t clause 5.6 nly: Service Level n Exchange f hardware shall nt apply if Custmer a direct cntract with lcal service prvider. Chsen delays in truble shting r repairs by the Custmer If Interute has t send an engineer nsite fr nn-hardware faults, then the Hardware SLA will apply. If Custmer asks fr testing where errrs cannt be fund Time fr custms handling is excluded in the reslutin time b. In respect f any Mnthly Review Perid, the ttal amunt f any Service Credit payable in relatin t any Service Level breach shall nt exceed 50% f the Mnthly Charge fr the Services prvided in the applicable Mnthly Review Perid. 6. SERVICE CANCELLATION In additin t the early cancellatin prvisins in Clause 6 t Schedule 1, if all r part f the Service is cancelled prir t the Ready Fr Service Date, the Custmer shall be liable fr any nn-refundable third party csts and a percentage f the Service Installatin Charge, accrding t the fllwing schedule: Number f Wrking Days Befre Ready Fr Service Date Custmer liability as % f Installatin Charge 0 t 1 days 100% 2 t 5 days 90% page 8 f 9

9 6 t 10 days 70% 11 t 20 days 50% 21 t 30 days 25% 7. FAULT REPORTING AND MANAGEMENT 7.1. Fault Handling Any suspected faults shuld be reprted t the Custmer Service Centre using the prcedures detailed in the Custmer Service Manual, t be prvided n the Ready fr Service Date. When reprting a fault, the Custmer must identify their unique Custmer reference number and shuld identify the affected Service and prvide details f the fault. The Custmer will have access t all truble tickets via the Interute Hub Alarm management and mnitring Interute will mnitr the Services prvided t the Custmer 24 / 7. Majr alarms will generate truble tickets that will be available via the Interute Hub, r cmmunicated directly t the Custmer as requested by the Custmer. In respnse t these alarms, Interute will use reasnable endeavurs t diagnse the prblem and take actin apprpriate t rectify. Such diagnsis and rectificatin wrk may require the cperatin f the Custmer. Shuld Custmer nt c-perate, Interute shall nt be liable fr failure t rectify the prblem. All details f the Interute standard fault management prcedures are available in the Custmer Service Manual Fault Duratin All faults recrded by the Netwrk Management System will be recnciled against the crrespnding fault ticket raised by the Custmer Service Centre. The exact fault duratin shall be calculated as the elapsed time between the fault being reprted t the Custmer Service Centre and the time when the Service is restred. page 9 f 9

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