MTN MPLS-VPN Service. Description of Service

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1 MTN MPLS-VPN Service Description of Service 1. Description of Service a. MTN MPLS-VPN Service ("Service") is a wide area data networking service providing any to any connectivity to transport Customer application data between Customer Sites. As part of this Service MTN Business will manage the Customer Network link wherever MTN Business provides the Access circuit, end-to-end, up to the Router installed by MTN Business at the Customer Sites. The demarcation point of the Service will be the Local Area Network ("LAN") interface of the Access Router. Customer should be aware that data encapsulation overhead on the link(s) between a Customer Edge and a Provider Edge is reducing the actual bandwidth available to the customer on the provisioned MPLS-VPN Port(s). b. The Service comprises the following features: i. The provision of an Access circuit from each Customer Site to the nearest MTN Point of Presence ("PoP"). ii. The allocation of the required Data Link Connection Identifier (DLCI) numbers. iii. Pro-active monitoring and management of the CPE and the Customer Network. iv. Fault isolation and resolution of the CPE and the Customer Network. v. IP network infrastructure delivering private network services over a public infrastructure using the redundant MTN Business layer 3 backbone vi. Controlled access to the VPN vii. Global as well as non-unique private address space viii. A reliable service that supports large VPN services c. Words and phrases defined in the applicable Master Agreement and Service Order shall have the same meaning in this Service Description. 2. Optional Features a. The Service comprises the following optional features where MTN Business manage the CPE: i. Resilience 1. ISDN Backup Around the Cloud a. ISDN Backup around the Cloud is a chargeable option on top of MTN MPLS-VPN Service, which is delivered as an upgrade to the CPE. b. ISDN Backup acts as a back-up for the access circuit. c. MTN Business shall provide and configure the ISDN card as part of the CPE.

2 d. MTN Business does not order the ISDN line, the Customer will provision the ISDN line and will be responsible for all ISDN charges. 2. Leased Line Backup a. Leased Line Backup is a chargeable option on top of MTN MPLS-VPN Service, which is delivered as an upgrade to the Access Router. b. The Leased Line Backup bandwidth cannot be greater than the bandwidth of the primary Access circuit. Where the Leased Line Backup bandwidth is less than that of the primary Access circuit, Customer accepts that performance may be degraded whilst the backup is in use and Customer's SLA will be impacted. c. If the primary Access circuit fails, the Router automatically switches to the Backup Access circuit. b. Managed Services Customer Portal i. Managed Services Complete customers can make use of an interactive tool providing them access to information about their managed service network. The Managed Services Customer Portal is a value-added feature which is included within the monthly rental charges. ii. The Managed Services Customer Portal can offer Customer users the following functionality: 1. Update contact information. 2. View automated trouble tickets and status updates related to managed network service outages. 3. Modify Trouble Ticket Customer Notification settings. 4. Add, modify and delete users (dependent on user profile). 5. View Traffic Graphs for services purchased. 3. Customer Service and Support a. Technical Support is available 24 hours a day seven days a week via the local MTN Customer Service Centers in South Africa. The telephone numbers of the appropriate MTN Customer Service Center will be communicated to the customer using the Notice of Connection together with the main service specifications. 4. Conditions of Service a. Design Consultation i. MTN Business offers a design consultation where changes need to be made on the Customer Network. Such changes would include for instance, an increase in the number of Routers on the Customer Network, the upgrade of hardware or software on any CPE, or the addition of an

3 application-specific protocol. Changes will incur an additional Charge and the Customer must sign a separate Service Order for such changes. b. CPE Installation i. MTN Business or its designee shall provide Customer with an anticipated delivery date of the CPE to the applicable Customer Site. Proposed delivery dates for CPE are estimates only and MTN Business shall not be liable for any failure to meet such dates. To the extent possible in a territory, and where Customer selects not to purchase CPE, the CPE shall be supplied to the Customer Site DDP (Incoterms 2000). ii. MTN Business shall dispatch a technician to the Customer Site for the purpose of CPE installation upon receipt of confirmation that Customer Site preparation, as described in the Service Order, is complete and verification has been obtained from Customer that the required ISDN lines for ISDN Backup Around the Cloud for the Routers and/or Switches have been delivered. iii. Installations shall take place during Normal Business Hours in the applicable country. In the event that Customer requests an expedited installation at a Customer Site or requires installation at a Customer Site outside MTN Business's Normal Business Hours in the applicable country, Customer shall pay an additional expedited/non-business hours install fee, as applicable from time to time. c. CPE Maintenance Services i. MTN Business shall maintain the CPE in good operating condition as determined by the manufacturers' specifications for the CPE. MTN Business's performance of the maintenance services shall take the form of corrective maintenance, including diagnosis of failed modules as well as the repair or replacement (to the extent possible under the terms of the applicable warranty) of the CPE. ii. MTN Business's performance of maintenance services shall be carried out during its Normal Business Hours in the applicable country and in accordance with its standard lead times, notwithstanding the Customer's rights under the SLA. For the avoidance of doubt, the maintenance services shall not include: 1. Maintenance or repairs resulting from any Force Majeure Event or the fault, misuse, neglect or negligence of Customer. 2. Supply, maintenance or repairs of accessories, apparatus, attachments or other devices. For the avoidance of doubt, for any Customer Site, replacement parts shall not automatically infer a dedicated spare CPE at that Customer Site or at the service provider's parts depot.

4 3. Electrical work external to the CPE, or otherwise considered "inhouse" wiring. 4. Relocation, additions or removal of the CPE parts, or features not furnished by MTN Business or use of CPE with other equipment that fails to conform to MTN Business's specifications. 5. Decommissioning services. iii. MTN Business shall be released from its maintenance service obligations if Customer or any other unauthorised person (i) alters, modifies or moves the CPE; (ii) uses the CPE for purposes other than the intended purpose; (iii) attaches devices to the CPE not supplied by the original manufacturer without MTN Business's approval or not supplied by MTN Business; or (iv) performs or attempts to perform maintenance services on the CPE or any portion thereof. 5. Service Level Agreement a. MTN Business's Service Level Agreement, where applicable, for this Service will be provided to the Customer as a separate document. Terms and Conditions 1. Definitions a. "Customer Network" shall mean the network and Service Equipment located at the Customer Sites as set out in this Service Order. b. "CPE" shall mean the Router and/or the Switches, together with any additional hardware provided by MTN Business as part of the Service either purchased from MTN Business or otherwise provided MTN Business to Customer as part of the Service. c. "Normal Business Hours" shall mean between 8:30am and 5.00pm on a Business Day. d. "Router" shall mean the router, as specified by reference to this Service Order, which will be provided and installed at Customer Site by MTN Business for this Service. For the purposes of this Service only, Router shall form part of the Service Equipment. e. "Switch" shall mean the LAN Switches, as specified by reference to this Service Order, which may be provided and installed at Customer Site by MTN Business for this Service. For the purposes of this Service only, Switches shall form part of the Service Equipment.

5 f. "MTN Business Local Entity" shall mean, for the purposes of the ownership of the CPE used in connection with the provision of the Service only, the MTN Business Affiliate incorporated under the laws of the territory of the Customer Site in which the CPE is to be located. 2. Maintenance a. Unless the Customer has been notified to the contrary, scheduled maintenance on the MTN Network will be performed during a standard maintenance window between 2am and 6am local time, as necessary. MTN Business reserves the right to change these maintenance times, where necessary, upon prior notice to the Customer. MTN Business also reserves the right to perform emergency maintenance without prior notice. 3. Application of Tax a. The Customer address provided in the Customer Information section of this Service Order will constitute the Customer's business establishment or place of residence for the purpose of calculating taxes, in accordance with applicable tax legislation. Where Customer is established or resident in the same country as the MTN Business entity providing and invoicing for the Service, local VAT (or similar sales tax) will apply to the Charges invoiced for all Customer Sites on the Service Order (including Charges for Customer Sites located outside the country in which the Service Order is entered into, in accordance with the relevant tax rules). 4. Billing Start Date a. Customer will be liable for all Charges in respect of a Customer Site as of the Service Activation Date for that Customer Site, provided that no Charges will accrue until the Service Activation Date for at least two Customer Sites on the Service Order has been reached. 5. Term a. The provision of the Services shall be for the Initial Service Term as indicated on the Service Order. b. Either party may terminate the Service on three (3) months prior written notice to take effect on the expiry of the relevant Initial Service Term. If the Service is not terminated, it shall thereafter automatically renew for further one (1) year periods on the anniversary of the Service Activation Date (the Renewal Term). Similar to the cancellation of the Initial Term, either party may during the renewal periods terminate this Service Agreement at the end of each Renewal Term giving the other party 90 (ninety) days prior written notice. In the case of termination by the Customer, such notice to be copied to the local MTN Business Customer Services department. 6. VRF Assignment

6 a. MTN Business will allocate the required Virtual Route Forward (VRF) Identifier numbers for the MPLS-VPN network and communicate these to the Customer. Customer cannot submit its own VRF numbers on the Service Order. 7. Customer Responsibilities - Internal Cabling a. The Customer is responsible for providing all internal cabling to connect the Customer Equipment to the Service Equipment. Upon Customer request in the Service Order, MTN Business may provide standard Internal Cabling at an additional charge, provided the Service Equipment and the Customer Equipment are located in the same room within a distance of maximum 15 metres of each other. If the Customer requires MTN Business to provide extended Internal Cabling outside the above limitations, Customer will be responsible for conducting such Site survey to determine if such internal cabling can be provided by MTN Business and the additional charges that would be applicable. MTN Business may at Customer's request offer assistance for the internal cabling Site survey or make known a third party who can assist. b. The Customer shall ensure that the demarcation point of the Access circuit will be within 1.5 metres of the CPE. c. After installation by MTN Business any Internal Cabling becomes part of the Customer Equipment. 8. Customer Responsibilities a. Customer shall have the Customer Site prepared and ready for installation of the CPE by MTN Business or its designee, or in the case of self install by the Customer, on the delivery date specified by MTN Business. Customer shall be responsible for movement of the CPE from the receiving area to the final staging location in the demarcation area at the Customer Site. The Customer must identify a suitable location for the CPE. The location must be dry, free from vibration and well ventilated. b. Unless otherwise specified in this Service Order or where MTN does not provide the CPE, Customer shall be responsible for obtaining, installing, inter-connecting, and maintaining all equipment, software, wiring, power sources, telephone connections and/or communications services necessary for inter-connection with the CPE and/or the MTN Telecommunications Network or otherwise for use in conjunction with the MPLS-VPN Service ("Customer Equipment"). Customer is solely responsible for ensuring that this Customer Equipment is compatible with MTN Business's requirements and that it continues to be compatible with subsequent revision levels of MTN Business -provided equipment and services. MTN Business is not responsible for the availability, capacity or condition of any Customer Equipment. c. Customer shall report detected Service failures and provide any information to the MTN Customer Service Center.

7 d. Customer shall ensure that its electronic files are adequately duplicated and documented at all times. Neither MTN Business nor its designees are responsible or liable for Customer's failure to duplicate or document files or for data or files lost during the performance of the Service. e. Customer will, where requested, provide its own dedicated ISDN phone line where Customer requests ISDN Backup around the Cloud as an option on this Service Order. f. In order to ensure installation of the Router as planned, MTN Business requires details of the ISDN lines at a minimum of 14 days prior to the installation of the Router. Customer shall install an ISDN line within 1.5 metres of each Router location and will maintain each ISDN line in good working condition at all times during the Service Term. If an ISDN line is not operational, this will void any Service commitment provided by MTN Business. The Charges do not include any rental or usage charges related to the ISDN line(s) and these charges are payable by Customer directly to the ISDN provider. Customer acknowledges that ISDN phone line(s) shall not be used for any purpose other than as back up in case of a Service outage. Disconnecting the ISDN line(s) voids any Service commitment provided by MTN Business. g. If applicable, Customer shall provide adequate power receptacle no further than 1 meter from the Router install location. MTN Business shall supply a power strip to plug into the receptacle. All Routers will be plugged in to the power strip. It is Customer responsibility to ensure adequate power supply to the Router. Appropriate circuit breakers are the responsibility of the Customer. h. Customer shall provide an uninterrupted power supply (UPS) device for all CPE receiving the Service. Customer will maintain each UPS device in good working condition at all times during the Service Term. i. Upon termination of the Service for whatever reason, it is the Customer's responsibility to disconnect the ISDN and/or PSTN lines at Customer Sites where Customer has provisioned the ISDN and/or PSTN lines. j. Customer shall not for the duration that a Service is provided under this Service Order, access, configure, amend, modify, repair or remove the CPE. k. Where Customer purchases CPE from MTN Business, Customer shall not retain any access rights to the CPE and grants to MTN Business all such access rights to the CPE as required to provide the Service. l. Where requested by MTN Business, Customer shall perform a reboot of the CPE in case of a Service outage. m. If the Customer has not elected for MTN Business to manage the CPE, MTN Business shall not be held responsible for routing issues from CE to PE, or for downtime or service unavailability, packet loss, or service degradation for any reason related to CPE.

8 9. Risk of Loss & Passing of Title of CPE to Customer a. Risk of loss in the CPE shall pass to Customer upon delivery of CPE to the Customer Site. b. Subject to paragraph 9.3, title in the CPE shall vest in the MTN Business Local Entity upon delivery to the Customer Site, to the extent that: (i) there is a MTN Business Local Entity in the territory where the CPE is to be located at the time of acceptance of the Service Order by MTN Business; (ii) that MTN Business Local Entity is entitled under the laws and regulations of the territory to hold title to equipment; and (iii) there is an established import channel for MTN Business to import and deliver the CPE into the territory. c. If any of (i), (ii) or (iii) in paragraph 9.2 do not apply, then this shall be indicated in the Service Order and (i) title to the CPE shall pass to Customer upon delivery of the CPE; (ii) Customer shall be the importer of record in respect of the import of the CPE into the territory; and (iii) paragraph 9.5 below shall apply in the case of any termination of the Service prior to expiry of the Initial Service Term, and any other reason which results in non payment by Customer for the full value of the CPE provided as part of the Service. d. If title to the CPE vests in a MTN Business Local Entity, upon expiry of the Service Term or upon termination of the Service for whatever reason, MTN Business may require Customer to return the CPE promptly on receipt of such notice, freight prepaid, to such location as MTN Business may designate in writing, in good repair, condition and working order, ordinary wear and tear resulting from proper use thereof only excepted. e. If title in the CPE passes to Customer pursuant to paragraph 9.3, and Customer terminates the Service prior to expiry of the Initial Service Term (other than for material breach under the Agreement), then, upon receipt of an invoice, Customer shall pay to MTN Business, all amounts attributable to the CPE but not paid by Customer as part of the Charges for the unexpired part of the Initial Service Term, as reasonably calculated by MTN Business in reference to the Charges. MTN Business shall provide Customer with sufficient documentation to quantify the outstanding amounts claimed by MTN Business in respect of the CPE for the unexpired part of the Initial Service Term. f. Clauses 8, 9 and 10 shall only apply where Customer selects not to purchase CPE. 10. Software a. Any software and related documentation provided by MTN Business to Customer or Customer Affiliate in connection with the CPE, and not otherwise subject to either a separate written agreement executed between MTN Business and Customer or an accompanying end-user licence (the "Software") is provided pursuant to a personal, non-exclusive, non-transferable licence to use the

9 Software, in object code form only, solely in connection with the CPE and the receipt of the Service for the internal business purposes of Customer and Customer Affiliates. Customer shall not, and shall procure that each Customer Affiliate shall not, otherwise use the Software and in no circumstances shall copy and/or modify, alter, decompile or reverse engineer the Software in any manner, except as may be expressly permitted by law. MTN Business makes no warranty in respect of the Software and has no obligation to provide maintenance or any other kind of support for the Software, except as provided for as part of the Service. 11. Export a. Customer acknowledges that certain equipment, software and technical data, which may be provided hereunder, may be subject to export and re-export controls under the U.S. Export Administration Regulations or similar regulations of the U.S. or any other country. Customer shall not export or re-export any such equipment, software, technical data or any direct product thereof in violation of any such laws. MTN Business shall provide reasonable assistance to Customer and its Customer Affiliates to facilitate this compliance. This assistance may include preparation of import and customs forms and, where requested by Customer, acting as Customer's agent in the import process. In any event, MTN Business does not represent that any necessary import, export, or customs licenses or approvals will be granted with respect to the Service provided hereunder. 12. Services and/or features are not available in all countries, and may be procured from incountry provider in select countries. Please consult your MTN Business representative for service availability. Accepted on behalf of Customer, by Signature Accepted on behalf of MTN Business, by Signature Name Name Date Date

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