SERVICE TERMS - PDF document

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Page 1 of 9 C1 Public [] SERVICE TERMS VODAFONE ONE NET ENT ERPRISE FEATURING MICROSOFT (VONE - M) SERVICE TERMS Version Date: 18 March 2020 GENERAL 1.1 Service Summary: Vodafone One Net Enterprise featuring Microsoft (“ VONE - M ”) (the “ Service ”) is a cloud based unified communications service with the option of integrated fixed line communication . In connection with the Service, Customer may purchase the following optional Service Elements: Persist e nt Chat, Contact Centre, Call Recording, Interoperability with Analogue Devices and Lines, Operator Console , Professional Services and Equipment . The term “ Service ” includes each Service Element. 1.2 Service Packages: Customer will purchase the Services under one of the packages below as set out i n the Customer Agreement or on an Order : 1.2.1 VONE - M Basic includes instant messaging and presence. 1.2.1 VONE - M Lite includes (i) VONE - M Basic and (ii) audio/video conferencing. 1.2.2 VONE - M Full includes (i) VONE - M Basic, (ii) VONE - M Lite and (iii) connection with the public switched telecommunications network (“ PSTN ” ) . In countries other than UK and Netherlands , connection with the PSTN is available through purchase of Vodafone’s GSIP s ervice sold under a separate agreement. In UK and Netherlands, Vodafone’s PSTN service is bundled with the VONE - M Full Service . 1.3 Structure and Precedence: Notwithstanding any terms in any framework agreement between the Parties, these Service Terms apply to the Service and include or are governed b y the following documents and if there are any conflicting terms in these Service Terms, the following order of precedence applies (highest level of precedence first): (a) each Order; (b) the Customer Agreement; (c) Extra Service Terms, if applicable to th e specific Service Element; (d) the Service Terms; and (e) the General Terms. CONDITIONS OF USE 2.1 Customer Prerequisites: Customer must provision and maintain Customer network, technology systems, services and/or products set out below (“ Customer Prerequisites ”) to receive Service. Vodafone is not responsible for any performance or non - performance issues with the Service caused by the Customer Prerequisites or Customer failing to comply with the Customer Prerequisites. If Customer fails to provisio n or maintain the Customer Prerequisites, Vodafone may terminate the Service and apply a Recovery Charge. 2.1.1 W ide A rea N etwork (“WAN”) : Customer must establish a WAN between the Vodafone data centres and Customer as follows: Parameter Requirement Bandwidth Total bandwidth required by a Customer Site varies based on the number of Users, concurrent voice/video/IM sessions, conferencing, codecs and several other parameters. Vodafone will advise Customer on total bandwidth requirements for the Service. Logical Layer  All WAN interfaces must be capable of handling QoS queues and DSCP markings.  All Uplink, access port interfaces must be capable of handling QoS queues and DSCP markings.  At a minimum, a firewall must be capable of relaying the QoS related DSCP markings without any altering of packets. Network Performance Vodafone requires following values for optimum voice/video quality over WAN:  One - Way delay 150 ms  Packet Loss 1%  Jitter 10 ms Above parameters assume 160 Bytes (20 ms packet isation) packet size 2.1.2 L ocal Area Network (“LAN”) : Customer must establish a local LAN at each Customer Site to link all of the User devices, clients and any Customer Equipment as follows: Parameter Requirement Cabling Cat5/6 and appropriate fibre links Capacity LAN capacity to exceed bandwidth requirements per server networking guide. Power Alternating Current (AC) or Direct Current (DC) supplies with environmental compliance Logical Layer  Customer must partition the logical layer and agree with Vodafone on IP addressing scheme within Customer Site, within customer - cloud DC and intervening management and transit networks of all providers. Private IP addressing scheme is permitted except for federated logical layers.  Customer to ensure that all uplinks, access ports and VLAN interfaces are capable of handling QoS queues and DSCP markings.  Customer to ensure that LAN access ports are able to combine phones and computers on the same port, where necessary.  Customer to provide access ports with power over ethernet capability, where necessary.  Customer to ensure radio channels and ethernet uplinks are capable of handling QoS related IP Differentiated Services Code Point (DSCP) markings. DNS Custome r and DC to have DNS capability DHCP Customer to maintain Dynamic Host Configuration Protocol (DHCP) server. DHCP parameters are to be agreed with third par ty supplier and automation of DH CP markings on devices via GPO, where available, can be enabled. Wireless LAN Customer to ensure radio channels and

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ethernet uplinks are capable of handling QoS related DSCP markings 2.2 Site Survey: Vodafone may require a Site Survey prior to delivery of a Service Element. Customer will permit Vodafone or its subcontracto rs to conduct Site Surveys as necessary and Customer will complete the required preparatory work as detailed in the Site Survey report. 2.3 Mandatory Accompanying Services : In order to receive the Service, Customer must also purchase f rom Vodafone under separate agreement and maintain the following “ M andatory A ccompanying S ervices ” (the terms and charges for the Mandatory Accompanying Services are not included in these Service Terms) : VONE M Service Type Mandatory Accompanying Service Full 1. Vodafone IPVPN 2. Other than in UK and the Netherlands, Vodafone Global SIP Trunking or other Vodafone - approved PSTN service, which may i nclude a specified quantity of geographic numbers which Vodafone will use as Emergency Location Identification Numbers (ELIN) as set out in Customer - specific high level product design Lite 1. Vodafone IPVPN 2. Other than in UK and the Netherlands, Vodafone Global SIP Trunking or other Vodafone - approved PSTN service Basic Vodafone IPVPN If Customer fails to purchase or maintain the Mandatory Accompanying Services, Vodafone may terminate the Service and charge Customer any applicable Recovery Charge . 2.4 Third Party Providers: Service Elements may be provided by a Third Party Provider. If the Third Party Provider terminates Customer’s right to use the Service Element, Vodafone will be excused from liability related to failure to deliver the relevant Service. Vodafone will use a Third Party Provider or Vodafone Group Company that has the necess ary authority to provide a Service Element where required by Applicable Law. Vodafone may novate any Customer Agreement s as required in order to comply with Applicable Law. 2.4.1 Third Party Agreement: Third Party Provider will deliver certain Service Element s such as CPE, software etc . Third Party Provider terms will be set out in a separate agreement directly between Customer and the Third Party Provider (including, if Page 2 of 9 C1 Public relevant, shrink - wrap or click through agreements). If Customer fails to accept the Third Party Provider ’s terms and conditions, Customer will not be able to access the affected Service Elements and Vodafone is excused from liability for failure to deliver. 2.5 P ublic Voice Service 2.5.1 The following clause d oes not apply to the extent Customer is purchasing Public Voice Service in the UK and/or the Netherlands from Vodafone as part of this Service . Customer acknowledges that the Service is not a public voice service. Customer and its Users shall not connect o r seek to connect the Service to any public voice service, including the public switched telecommunications network ( “ PSTN ” ) or other voice or video servic es (e.g. voice over IP) unless Customer purchases such services from Vodafone under a separate agreem ent or Customer is permitted to connect the Service to a PSTN in accordance with its agreement with its Public Voice Service p rovider and Applicable Law . Customer shall route calls over the Public Voice Service in accordance with Applicable Law . Customer acknowledges that Vodafone does not manage numbering on the Customer’s behalf, and shall only configure numbering for use with the Service upon instruction from the Customer. It is the Customer’s responsibility to ensure that instructions regardin g configuration of the numbering, as provided by the Public Voice Service p rovider, do not prevent the Public Voice Service p rovider or Vodafone from complying with Applicable Law. 2.5.2 Where Customer, or Vodafone upon instruction from Customer, connects the Service to Customer’s public voice service, Customer warrants that neither it nor its Users shall use the Service in a manner that would prevent the Public Voice Service Provider from complying with its regulatory obligations. Customer agrees to coop erate with Vodafone and the Public Voice Service Provider to the extent required to comply with Applicable Law. 2.5.3 Where the Customer is purchasing the Services with PSTN break out in the United Kingdom and the Netherlands , Customer and its Users must comply with the the Extra Service Terms for PSTN Break Out . 2.6 Public Internet S ervice: Customer acknowledges that the Service is not a public Internet service. Customer and its Users shall not connect or seek to connect the Service to a public Internet service and/or enable the use of public Internet for any voice or video communication service (e.g. voice over IP), unless Customer purchases public internet service from Vodafone or Customer is permitted to connect the Service to a public internet service in accordance with Applicable Law. 2.7 Emergency Calls . If Customer does not purchase

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Public Voice Service from Vodafone, Customer is responsible for ensuring that its Public Voice Service Provider can support network Calling Line Identity ( “CLI” ) and emergen cy c all services in accordance with Applicable Law. Vodafone may request evidence of this from Customer before connecting the Service to a third party Public Voice Service. 2.8 Call Recording and Call Logging . Customer is solely responsible for compliance wit h all Applicable Law in relation to the recording of communications. Customer warrants it will inform individuals and obtain their consent to the recording of communication and/or logging of User activity as required by Applicable Law. 2.9 Authorised Users: Ac cess by Customer to the Service and Equipment is limited to authorised Users. Vodafone will provide each authorised User with a user name, password, or other access information (“ User Details ”). Customer is responsible for: (a) the security of the User Det ails; (b) providing Vodafone with the identity of the authorised Users and keeping that information current; and (c) authorised Users’ compliance with the Customer A greement. Vodafone accepts no liability for any unauthorised or improper use or disclosure of any User Details. Customer is liable for all acts and omissions conducted using the User Details. 2.10 User’s Content : Customer: (a) is responsible for anyone Customer allows to use the Services, including payment obligations, whether to Vodafone, Vodafone G roup Companies, or to third parties (such as providers of content, goods, or services); (b) must comply with the AUP; (c) shall not, and shall not permit Users to, use the Service to share content (including, but not limited to, graphics, text, voice, sou nd, data, documents and other media) that is contrary to Applicable Law in each country where such content is shared; and (d) may not resell, distribute, provide, or sub - licence the Services to any third party . Unless provided by Vodafone as part of the Service, Vodafone is not responsible for any content, goods, or services that are accessed, downloaded, or transmitted by Customer through use of the Services. 2.11 Customer Sites - Customer Obligations: For the pur poses of preparing for and delivery of the Service, Customer agrees to: (a) have in place (or assist Vodafone to do so at Customer's cost) all third party consents necessary to allow Vodafone or its subcontractors to: (i) access Customer Sites, Equipment , and third party property; and (ii) install, configure or maintain Equipment on Customer Sites or third party property; (b) provide secure storage for Equipment sent to Customer Sites; (c) prepare Customer Sites in accordance with Vodafone’s instructions; (d) ensure that Customer Sites are safe and represent a suitable working environment; and (e) when possible, give Vodafone 10 Working Days’ notice of any event ( such as power disconnection) that will disrupt the Service or affect the Equipment . 2.12 Customer Sites - Vodafone O bligations: Vodafone will : ( a ) comply with any reasonable Customer Site access and security procedures disclosed to Vodafone in advance ; and ( b ) deliver installation and mainten ance work: (i) during Working Hours , when the work does not involve any suspension of the Service ; or (ii ) subject to additional charge notified to Customer in advance , outside of Working Hours if requested by Customer or if Vodafone is unable to deliver the works during Working Hours for reasons out side of Vodafone's control. 2.13 Security Obligations: Customer will: (a) take reasonable steps with entities it controls in line with commercial good practice to limit misuse of or threat to the Service, Equipment, or Network; ( b ) notify Vodafone of any Custo mer security issues which are likely to materially adversely impact the Network; ( c ) address any misuse or threat identified by Vodafone through the implementation of appropriate security or user controls and ( d ) seek prior approval from Vodafone before ru nning any security tests, vulnerability scans or penetration tests on Equipment or Services . 2.14 Usage Obligations: Customer will not modify, redistribute, or copy the Service, nor allow any third party to do so; or use or permit the use of the Service for the benefit of any third party, including on a “service bureau” basis (and in any such event Customer must inform Vodafone immediately). 2.15 Customer Changes : If Customer wishes to make any bespoke change to the Service (other than configurations) (“ Customer Changes ”), then Customer may order professional services from Vodafone upon terms agreed in the Order. Alternatively, Customer may carry out such change itself or use a third party subject to the follow ing terms: (i) no Customer Changes may be used in a live environment without Vodafone’s prior written consent, not to be unreasonably withheld or delayed; (ii) Customer Changes must be developed and tested in a test and development

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environment provided by Vodafone at Customer’s cost; and (iii) all Customer Changes must be developed in accordance with Microsoft software development kit (SDK) or such other methodology and standards as Vodafone may reasonably notify to Customer from time to time. 2.16 Freeze Period : Vodafone may delay the delivery of a Service Element during a Freeze Period. “ Freeze Period ” means: (i) the period generally from 1 December to 15 January each year; and (ii) any period involving a significant spike in Network usage. 2.17 Applicable Laws: Vod afone and Customer shall respectively comply with all Applicable Law. 2.18 AUP: Customer agrees to comply with Vodafone’s Acceptable Use Policy available at https://www.vodafone.com/business/ AcceptableUsePolicy . 2.19 Third Party Rights: The Licensors shall have the benefit of any provisions in these Service Terms which confer a right or benefit on the Licensor and each Licensor shall be entitled to enforce each such provision subject to and in accordance with the terms of the Order. The Parties may agree to vary any Order, save for those clauses which are expresse d to be only variable with the consent of the Licensor or which confer a benefit on the Licensor, in which case they may only be varied with the prior written consent of the Licensor. Except as set out in this clause and the Customer Agreement, a third pa rty that is not a party to the Order has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the Order. SOFTWARE 3.1 License Grant : Vodafone grants (or procures the grant of) to Customer a non - exclusive, non - transferable, no n - sublicensable license to use the Software, solely in connection with the Service for Customer’s own internal business purposes for the duration of the t erm. 3.2 Software Use: Customer will not: (i) except to the extent that Applicable Law requires a provider to give Customer permission to do so, directly or indirectly, reverse engineer, decompile or disassemble the Software in any manner; (ii) copy, rent, lease, distribute, pledge, assign or otherwise transfer or encumber rights to the Software to any third p arty; or (iii) remove any proprietary notices or labels from the Software. All Intellectual Property Rights Page 3 of 9 C1 Public in the Software, programming tools, methodology, reports, designs, drawings, diagrams, images and any other materials provided by Vodafone and/or it s L icensors remain the exclusive property of Vodafone and/or its L icensors. Customer will not use the Service to engage in the manufacture, use, distribution or transfer of counterfeit, pirated or illegal software. In the event that Customer become aware t hat any of its employees or agents have used the Service for any such activities (whether in the course of their duties or otherwise), Customer will inform Vodafone immediately to the extent that Customer may do so in accordance with Applicable Law. Custom er must (i) at all times take reasonable precautions to protect any apparatus, equipment and/or hardware on which Software is loaded from unauthorised use; (ii) not, and must not try to, avoid, defeat, bypass, remove or deactivate any security measures inc luded in the Software, including those that restrict its functions; (iii) not use the Service or Software in hazardous environments requiring fail - safe performance in which failure could lead to death, personal injury or severe physical, property or enviro nmental damage; and (iv) not separate the components of the Software by installing them on different servers, or by upgrading or downloading them at different times. 3.3 Microsoft Software Licences : Customer must obtain directly from Microsoft the necessary Mi crosoft software licences as specified in Customer specific design documentation. Vodafone will not be responsible for any performance issues with the Service caused by Customer not having the necessary Microsoft software licences. Customer must advise Vo dafone prior to any Order being placed for the Service that it has a sufficient number of relevant Microsoft software licences to receive the Service. EQUIPMENT 4.1 Equipment: Customer must have Equipment that meets Vodafone’s specifications on the Customer Site to use the Service. Customer may purchase Equipment from Vodafone or from its own suppliers. The Equipment Terms apply to Customer Equipment . 4.2 OEM Terms : In relation to t he Customer Equipment purchased from Vodafone , the following additional User terms apply. 4.2.1 For Audiocodes Equipment, the End User Licence Agreement as contain ed in Extra Service Terms for Audiocodes EULA applies. 4.2.2 For Plantronics Equipment, the following End User Licence Agreement applies : https://www.plantronics.com/us/terms/end - user - license.jsp 4.2.3 For Polycom Equipment, the following End User Licence Agreement applies : http://documents.polycom.com/system/files/downloadable - files/PolycomEnd

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UserLicenseAgreementALLPRODUCTS.pdf 4.2.4 For Sonus Equipment, the following End User Licence Agreement applies : http://www.sonus.net/standard - purchase - license 4.2.5 For Sennheiser Equipment, the End User Licence Agreement as contain ed in Extra Service Terms for Sennheiser EULA appli es. DATA PROTECTION 5.1 Vodafone is the Data Processor for the content data and Data Controller for all other data . Vodafone’s Data Protection Terms when Vodafone is Data Controller and Data Processor apply including local terms, as applicable . 5.2 Vodafone Proc esses User Personal Data as s et out in the Data Table availbale at www.vodafone.com/business/vge - customer - terms . 5.3 Third Party Provider , Microsoft, is self - certified under the Privacy Shield so that it can access Customer data to provide support for the Service. 5.4 Customer consents to Vodafone passing Customer details to Réseaux IP Européen (“ RIPE ”) ( ) and acknowledges that they may publish some or all of Customer details on the RIPE WHOIS data base. SUPPORT AND DELIVERY SERVICE S 6.1 Support Service : Vodafone will provide Customer with Support Service for the Service Element s ordered by Customer. 6.2 Support Parameters : Support Service is available in English only. Support Service is available as shown below: Support Service Service Cover Period Incident Management for Priority 1 & 2 Incidents 24/7 Incident Management for Priority 3 & 4 Incidents Working Hours Service Request Fulfilment Working Hours Incidents may be reported at any time during the Service Cover Period; however, Incident R esolution will only occur during Working Hours for Priority Level 3 and 4 Incidents. 6.3 Contact : Customer must appoint primary and secondary points of contact responsible for accessing the Support Service and communic ating with Vodafone during the relevant Service Cover Period. Customer will inform Vodafone, and keep Vodafone up - to - date with the appointed individuals’ identity and level of access. 6.4 Conditions : Customer will: (a) reimburse Vodafone for reasonable expense s associated with a Customer Site visit or for other actions taken when Customer has reported an Incident caused by an Excluded Event; and (b) permit Vodafone to interrupt the Service at the Customer Site to resolve a Priority Level 1 or 2 Incident (or the Incident will be downgraded to a Priority Level 3 Incident). 6.5 Planned Works : Vodafone may temporarily interrupt the Ser vice to carry out Planned Works . Vodafone will notify Customer in advance of any Planned Works. “ Planned Works” means planned Vodafone - initiated changes to the Service or Equipment (for example, to carry out essential maintenance or upgrades) . 6.6 Agreed Delivery Date: Vodafone will provide Customer with the delivery date of a Service Element ( “Agreed Delivery Date” ) and use reasonab le endeavours to deliver the Service Element by the Agreed Delivery Date. If Customer requests a change before delivery of the Service Element , Vodafone will either adjust or cancel the applicable Order subject to any Recovery Charge and/or amend the Agree d Delivery Date, as applicable. 6.7 Service Commencement Date: Vodafone will perform its standard testing procedure for the Service. When Vodafone considers that the standard testing criteria have been met, Vodafone will make the Service available to Customer or notify Customer that the Service is ready for use (“ Service Commencement Date ”). 6.8 Correction: Customer must notify Vodafone within 5 Working Days of the Service Commencement Date if the Service does not materially conform to the standard testing criteri a and provide sufficient supporting details. Upon receipt of notification, Vodafone will take reasonable action to meet the standard testing criteria. SERVICE LEVEL OBJECTIVES 7.1 Applicability : Service Level Objectives apply from the Service Commencement Date depending on the Service Level measure, unless stated otherwise. 7.2 Excluded Events: Vodafone is not responsible for failure to meet Service Level if the Service Level is affected by an Excluded Event. SERVICE COMMENCEMENT 8.1 Service Level: The Service Commencement Date for a Service Element will be on or before the Agreed Delivery Date unless Customer requests a change in Services pr ior to the Agreed Delivery Date . SERVICE AVAILABILITY 9.1 Calculation: Percentage Availability is calculated as: (A – B)/A x 100. “A” equals the numb er of whole minutes in the Annual Measurement Period. “B” equals the number of whole minutes when the Service is U navailable in the Annual Measurement Period. 9.2 Service Levels: The following Availability Service Level Obj ective appl ies : Service Type Service Availability (Percentage or P) Availability of the Service including presence, desktop sharing, conferencing and enterprise voice but excluding any MPLS (or other) connectivity and the en

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d to end solution. For VONE Full Service, availability includes connectivity to the core PSTN network but excludes calls to any destination. 99.99% PRIORITY OF INCIDENTS 10.1 The following Priority Level definitions apply to the Service : Priority Level Priority Level definitions 1 Total loss of resilience (platform and/or network connectivity) impacting Customer (and multiple users and/or single or multiple Customer Sites) meaning : a) complete service failure, i.e. all of the Service and/or exchange service unavailable; b) complete or partial service failure of the following key service components: (1) PSTN voice and/or external conferencing failures where Lite or Full Service is provided; Page 4 of 9 C1 Public (2) PBX connector failures which impact voice service for single or multiple site s; (3) directory synchronisation connector which impacts logging in (single sign - on) to any service; or (4) loss of messaging (mail delivery and access to mailbox client) c) complete service failure of the emergency location identification number (ELIN) gateway function or a security incident, including but not limited to : (1) any unauthorised access to Vodafone or Customer data; (2) any virus or malware incursion of systems; or (3) any denial of service event where Customer is accessing the Service v ia the internet ; or d) complete service failure resulting from a non - functioning survivable branch appliance (SBA) during WAN connectivity outage. 2 Partial loss of a Service or Service component to Customer ( and/or multiple Users and/or single or multiple Customer Sites) but which does not represent a total loss of the Service including but not limited to: a) partial failure of a Service (i.e. partial Service and/or partial exchange service unavailable for 50% or more users); b) complete or p artial failure of any single Service components which cause limited/reduced functionality on the Service, e.g. federation , excluding those stated in Priority 1; c) total loss of resilience (platform and/or network connectivity) beyond an initial incident to Customer and/or total loss of resilience at Customer Site level in the event SBA (Survival Branch Appliance) commissioned; d) complete failure of administrative function impacting on Customer’s administrators’ ability to use self - service request fulfilment; e) loss of capacity�25% of Service to users; f) partial Service failure (no resilience) of the ELIN gateway function; or g) severe performance degradation impacting Customer:  Voice quality MoS (Mean Opinion S core ) being 2.8 or less  System Lag (latency) in excess of 120ms per round trip  E - mail delivery times not more than 2 minutes from receipt of the mail to delivery to the mailbox. 3 a) Degradation of Service components performance, including:  Partial loss of resilience  Loss of capacity 5 - 25%  Minor performance degradation ; or b) Degradation of Service components impacting 0% of Customer's user base; or c) High / medium risk event/s identified (with potential to cause Priority 1 or 2 Incidents if proactive work not undertaken to resolve/fix) but currently non - impacting to Customer. 4 a) Degradation of a Service component performance for Customer, including:  Minor loss of capacity %;  A configuration or single user issue;  Not dire ctly impacting the Service or exceeding the Service Levels; or b) Low risk event/s identified (with potential to cause Priority 3 Incidents if proactive work not undertaken to resolve/fix) but currently non - impacting to Customer. INCIDENT RESOLUTION TIMES 11.1 For Priority Level 1 and 2 Incidents, t he Incident Resolution Time is calculated as the number of whole hours between the time Vodafone issues a Trouble Ticket and the time Vodafone confirms to Customer that the Incident is resolved. Priority Level First Response Incremental Updates Incident Resolution Time 1 30 minutes 60 minutes 4 hours 2 60 minutes 2 hours 8 hours 3 2 Working Hours 24 Working 24 Working Hours Hours 4 24 Working Hours 72 Working Hours 7 calendar days DEFINITIONS 12.1 Annual Measurement Period means the period of twelve months from the Service Commencement Date or each anniversary of the Service Commencement Date thereafter (or a period of twelve months as otherwise agreed between the P arties). 12.2 Applicable Law means law, regulation, binding code of practice, rule , order or requirement of any relevant government or governmental agency, professional or regulatory Authority, each as relevant to (i) Vodafone in the provision of the Service and/or (ii) Customer in receipt of the Service or carrying out of its business. 12.3 Availability means the percentage of time the Service is available at each Customer Site for use in a n Annual Measurement Period

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calculated as set out the Service Availability Service Level . 12.4 Authority means those government s, agencies, and professional and regulatory authorit ies that supervise, regulate, investigate, or enforce Applicable Law. 12.5 Charges means the charges or fees set out in the Customer Agreement , the Order or Price Lists. 12.6 CLI means c alling line idenfificatio n. 12.7 Customer means the Party receiving Service under the Customer Agreement . 12.8 Customer Agreement means an agreement for purchase of Services signed by both Parties . 12.9 Customer Equipment means Equipment not owned by Vodafone that is used with the Service , including c ustomer r outers. Equipment sold by Vodafone to Customer is Customer Equipment. 12.10 Customer Group means Customer and any company that controls, is controlled by, or is under common control with Customer. For this purpose, control means having the beneficial ownership of more than 50% of the issued share capital, or the legal power to direct the general management of the company in question, at or after the date of the Customer Agreement (and Customer Group Company(ies) or CGC has a corresponding me aning). 12.11 C ustomer Site(s) means the Customer’s premises that Vodafone must access to provide the Service or the location wher e the Service is to be provided . 12.12 Data Protection Terms means the terms regarding data protection in the General Terms .1.0 or later , or if those General Terms are not applicable, the Data Protection Terms found at www.vodafone.com/business/vge - customer - terms . 12.13 Equipment means the hardware and related software Customer m ust have to use the Service. 12.14 Equipment Terms means the terms regarding Equipment in the General Terms.1.0 or later, or if those General Terms are not applicable, the Equipment Terms foun d at www.vodafone.com/business/vge - customer - terms . 12.15 Excluded Event means an Incident caused by: (a) another Vodafone service purchased under a separate Customer Agreement; (b) non - Vodafone - supplied power, Customer Equipment, non - maintained structured cabling or other systems or networks not operated or provided by Vodafone (including an Incident relating to consumption of services over the internet); (c) the negligence, act, or omission of Customer or a third - party not within Vodafone’s direct control; (d) Cu stomer’s delay or non - performance of any of Customer obligations set out in the Customer Agreement; (e) Customer’s request to modify or test a Service Element/ Customer Site; (f) a Force Majeure event or Service suspension that is permitted under the Customer Agreement; (g) the inability or refusal by a Third Party Provider to provide the Mandatory Accompanying Service/access circuit at a Customer Site ; and (h) a configuration change during implementation . 12.16 Extra Service Terms means the additional terms that apply to certain Service Elements ordered by Customer. 12.17 Force Majeure means any circumstances, events, omissions, or accidents beyond the reasonable control of a Party, and that could not have been avoided by due diligence, that prevent that Party fr om performing any or all of its obligations. 12.18 General Terms means the General Terms or master agreement identified in the Customer Agreement. 12.19 Incident means an unplanned interruption to or reduction in the quality of the Service, or a failure of a Service c onfiguration item. 12.20 Incident Management means the end - to - end management of Incidents by Vodafone. 12.21 Licensors means any of Vodafone’s Third Party Provider that licenses its Software to the Customer in connection with the Services. Page 5 of 9 C1 Public 12.22 Network means the communications network and the equipment and premises that are connected to the network that are used by Vodafone and Vodafone Group Companies. 12.23 OEM means a third party e quipment manufacturer or distributor. 12.24 Order is defined in the relevant Customer Agreement . 12.25 Party or Parties means the parties to the Customer Agreement. 12.26 Price List means Vodafone’s standard pricing in the relevant territory at the applicable time. 12.27 Public Voice Service means public switched telephony network (PSTN) service and SIP services. 12.28 Recovery Charge means any amount payable by Customer for early termination or failure to meet commercial commitments as set out in the Customer Agreement . 12.29 Service Element means the individual components of the Service including optional services if applicable and c onfiguration c hanges . 12.30 Service Level(s) means the service levels that apply to the provision of the Service as set out in these Service Terms. 12.31 Service Level Objective or SLO means the performance Vodafone expects to provide, without associated Service Levels. 12.32 Site Survey means a survey of a Customer Site to

8 assess whether (in Vodafone’s opinio
assess whether (in Vodafone’s opinion) the existing infrastructure is sufficient to provide the Service at that Customer Site. 12.33 Software means any software that is provided to Custo mer by Vodafone or its Third Party provider in connection with the Services. 12.34 Third Party Provider means a third party contracted by either Vodafone or Customer that provides a Service Element or that provides service that connects to the Service. Third Pa rty Providers may include members of the Vodafone Group. 12.35 Trouble Ticket means a record of a n Incident with a unique reference allocated to it that is used for all subsequent updates and communications. 12.36 Unavailable or Unavilability means Customer’s inability to make use of any of the Service Element. 12.37 User means an end user of the Services who must be a permanent or temporary employee or sub - contractor of Customer. 12.38 Vodafone means the member of the Vodafone Group that is a Party to the Customer Agreem ent . 12.39 Vodafone Group means: ( a ) Vodafone Group Plc, Vodafone , and any company that Vodafone Group Plc owns (directly or indirectly) 15% or more of the issued share capital; and ( b ) any partner listed on the "Where we are" page in the “Who we are” section at www.vodafone.com (and Vodafone Group Com pany ( ies ) or VGC has a corresponding meaning). 12.40 Working Day means on Monday to Friday inclusive, but excluding public holidays in the country where the Service is delivered f rom . 12.41 Working Hours means the hours between 0900 and 1700 (local time) on a Working Day . Page 6 of 9 C1 Public EXTRA SERVICE TERMS FOR PSTN BREAKOUT VIA F IXED - LINE SERVICE (UK AND/ OR NETHERLANDS) STRUCTURE 1.1 Structure : These Extra Service Terms form part of the Service Terms for Vodafone One Net Enterprise (VONE - M) Service when Customer orders PSTN breakout via f ixed - line s ervice in the UK or the Netherlands (the “Service” ) . Fixed - line service is provided under a separate agreement. If there is a conflict between them, these Extra Service Terms will supersede the Vodafone One Net Enterprise (VONE - M) Service Terms, but only when PSTN Breakout via f ixed - l ine s ervice is used. 1.2 Acceptance of Ex tra Service Term s : Customer accepts the limits on accessing the emergency services using the Service and agrees that alternate means of communication with emergency services should always be available. SERVICE TERMS 2.1 Emergency Calls. 2.1.1 Availability. Customer acknowledges that the Service, the quality, performance and available features of the Service and any Equipment or Customer Equipment may be affected by: (i) the quality and speed of the internet connection; and (ii) other usage on the internet connection ; and the Service will not function in the event of a power failure. 2.1.2 User Location. Vodafone will register Customer's actual physical address(es) provided by Customer during the Order on - boarding as the location where the Service will be used. These phys ical Customer Site location(s) will be used to notify the emergency services of the Users’/devices’ location. When calling emergency services, the User should always state their location promptly and clearly as emergency operators may not have this informa tion and the call may not be automatically routed to the nearest emergency services operator. Customer acknowledges that the Service may not be reliable to ensure that emergency services have Users’ accurate location and agrees that an alternative method s hould be available for contacting the emergency services. 2.1.3 Changes to Location. Customer must give Vodafone at least 15 days’ notice via the Service Desk of any change to the location of any User/ device from which services are accessed and/or who has been allocated a Number and of any change to the relevant Customer Site address information. If the address for any Number is not accurate it may not be possible for emergency operators and authorities to automatically identify the location of the User of the Service. “ Number ” means a geographic or non - geographic telephone number. 2.1.4 Calling Line Identification (“CLI”). When Customer configures Numbering capabilities (e.g., when connecting to a third party PBX), Customer will ensure that Customer Equipment transmits CLI that matches the geographic location of the device fom where service are accessed /User. More specifically, for each call to the emergency services (i) the correct Customer Site specific CLI must be indicated in the FROM field; and (ii) the PAID field must indicate the actual location of the User so that the Public Safety Answering Point ( “PSAP” ) can call back to the correct location. If Customer Equipment is not configured properly, the PSA P may not be able to automatically identify the location of the User of the Service. 2.1.5

9 Equipment. Customer acknowledges that i
Equipment. Customer acknowledges that it will not be possible to call emergency services using Equipment or Customer Equipment that: (a) is faulty or has been decommission ed or (b) has had a Number bar or block applied to it. 2.1.6 Domestic use only. It will only be possible to access emergency services in the country where the User is registered. For example, a User registered in Germany will only be able to access the German emergency services. 2.1.7 Cross - Border use. Customer acknowledges that Vodafone is not providing termination services to emergency services cross - border. Further, Customer acknowledges that the geographic origination of a Number and/or Customer’s PBX will det ermine the routing of a call to the emergency services and a User may not be able to access domestic emergency services if accessing the Service in another country. 2.1.8 Suspension. Customer acknowledges that the emergency services may not be available if the Service is suspended or is terminated pursuant to the terms of th e Customer Agreement. Customer should endeavour to provide alternative means to support calls to emergency services in the event that the Service is unavailable. 2.1.9 Notifying Users. Customer agrees to ensure all Users and potential Users acknowledge and agree to the limitations of calling the emergency services using the Service and are advised of alternatives. 2.1.10 Disclaimer . To the fullest extent permitted by Applicable Law, Vodafone and its su ppliers shall have no responsibility for (i) any failure to connect or complete calls to the emergency services due to the unavailability of the Service when such unavailability is due to circumstances beyond its control; and (ii) any loss or damage arisin g from or in connection with Customer’s fai lure to comply with paragraphs 2.1.2 to 2 .1.4 above. 2.2 Numbers 2.2.1 Provisioning. Vodafone shall provision and manage respective geographic and/or non - geographic Numbers, if relevant, on behalf of Customer. 2.2.2 Porting Numbers. Customer will be required to complete documentation for each country to enable porting of Numbers which may include the provision of a letter of authority in the format provided by Vodafone to Customer. 2.2.3 Compliance wit h Applicable Law. Customer shall comply with any restrictions of use applicable to the Numbers it uses with the Service as required by Applicable Law and any national telephone numbering plan including without limitation any geographic restrictions and jur isdiction/territorial limitations and alignment. Customer must only assign Numbers to a User/ device located with the applicable country of allocation. On Vodafone’s request, Customer shall provide evidence to Vodafone to demonstrate its compliance with any restrictions on use of a Number and/or compliance with its obligations within these Extra Service Terms. 2.2.4 No rights in Numbers. Customer accepts that neither Customer, nor its Users own the Number(s) provided by Vodafone. Therefore, Customer has no right to sell or to agree to transfer the Number(s) provided by Vodafone for use with the Service. Vodafone reserves the right to change, cancel or move the Number(s) if required to ensure compliance with Applicable Law. Custo mer shall have no trade name right in any telephone number that Vodafone allocates to it nor any trade name right that may develop in any telephone number allocated to it. Upon termination of the Service, Vodafone will use reasonable endeavours to support the porting of Numbers to a third party provider upon Customer’s request according to industry standards. 2.2.5 Allocation of Numbers. Vodafone may: (i) allocate Numbers to Customer; (ii) reallocate or change Numbers as a result of changes in Applicable Law or instructions from any relevant national regulatory authority, but in doing so shall use all reasonable efforts to minimize disruption to Customer; and (iii) withdraw Numbers if Customer or U ser fails to comply with the Service Terms. 2.3 Directory Services: V odafone will make Customer’s name, address and primary fixed line number(s) for the Service available to the relevant directory assistance/enquiries database, unless Customer instructs Vodafone via the Service Desk not to do so. 2.4 Implementation of CLI : Vodafone shall implement CLI, including withholding of CLI and incoming calls when requested by Customer. When Customer requests withholding of their CLI, Customer acknowledges that a Number will still be displayed for calls to emergency services as required by Applicable Laws. If a valid CLI is not delivered to Vodafone, calls made using the Service may fail. Page 7 of 9 C1 Public EXTRA SERVICE TERMS FOR SENNHEISER EULA Page 8 of 9 C1 Public EXTRA SERVICE TERMS FOR AUDIOCODES EULA Page 9 of 9 C1 Publi