Common use of Definitions and calculations Clause in Contracts

Definitions and calculations. General enquiry = There is no fault. The customer is asking for information, for example. Carrier / Provider = Company to operate telecommunication networks Core transfer point = Uplink port to the Internet, which connects the core network of Host Europe GmbH via the external connection with the respective active carrier (“in direction Internet”) Core measuring nodes = Measuring nodes connected directly to a core transfer point. Service = The software component serving as the basis for the customer’s application Urgent fault = The service concerned can no longer be reached External measuring node = Measuring node set up at an external provider or carrier (“within the Internet”) Customer = As soon as a natural or legal entity concludes a contract concerning the products of Host Europe GmbH, an element of which is this Host Europe Service Level Agreement, that entity counts among the customers of Host Europe GmbH Latency = Time interval between the end of an incident and the beginning of the response to that incident Monthly mean = With the monthly mean one looks at the information given below for the calendar month which may have been affected by non- compliance with the service level. In principle, a calendar month consists of 30 days. Network handover point = Uplink port connecting the customer’s service with the core network Qualified statement = in the best case completion of the process, but at least a statement about the next steps. Depending on the category, the qualified statement also contains information about the expected duration and scale of the fault Response time = Period of time in which the customer receives a qualified statement from an employee of Host Europe GmbH in response to his enquiry/report, provided that the report arrived in the correct communication channel Data centre measuring node = Measuring node set up in the data centre analogous to the customer environments Round Trip Time (RTT) = Runtime of a data package from point A to point B and back to point A Service = Logical unit of possibly multiple interconnected products and services Service level = Defined and measureable criteria for delivery of a certain service by Host Europe GmbH Service time = Time in which the service booked is available Fault = The service concerned is still reachable, but limited Support time = Time in which the technical customer service department is reachable on the associated communication channel Availability = Possibility to actually use the underlying services Availability [%] = 100 * ((agreed service time – unscheduled downtime within the service time) / agreed service time). The guaranteed availability includes time windows for planned maintenance work (see point 5). The value relates to the monthly mean. Time to Repair (TTR) = Time from receipt of a fault report for a selected service of the customer in the correct communication channel until repair of the fault so that the hardware or service is available and/or reachable again

Definitions and calculations. General enquiry = There is no fault. The customer is asking for information, for example. Carrier / Provider = Company to operate telecommunication networks Core transfer point = Uplink port to the Internet, which connects the core network of Host Europe GmbH via the external connection with the respective active carrier (“in direction Internet”) Core measuring nodes = Measuring nodes connected directly to a core transfer point. Service = The software component serving as the basis for the customer’s application Urgent fault = The service concerned can no longer be reached External measuring node = Measuring node set up at an external provider or carrier (“within the Internet”) Customer = As soon as a natural or legal entity concludes a contract concerning the products of Host Europe GmbH, an element of which is this Host Europe Service Level Agreement, that entity counts among the customers of Host Europe GmbH Latency = Time interval between the end of an incident and the beginning of the response to that incident Monthly mean = With the monthly mean one looks at the information given below for the calendar month which may have been affected by non- non-compliance with the service level. In principle, a calendar month consists of 30 days. Network handover point = Uplink port connecting the customer’s service with the core network Qualified statement = in the best case completion of the process, but at least a statement about the next steps. Depending on the category, the qualified statement also contains information about the expected duration and scale of the fault Response time = Period of time in which the customer receives a qualified statement from an employee of Host Europe GmbH in response to his enquiry/report, provided that the report arrived in the correct communication channel Data centre measuring node = Measuring node set up in the data centre analogous to the customer environments Round Trip Time (RTT) = Runtime of a data package from point A to point B and back to point A Service = Logical unit of possibly multiple interconnected products and services Service level = Defined and measureable criteria for delivery of a certain service by Host Europe GmbH Service time = Time in which the service booked is available Fault = The service concerned is still reachable, but limited Support time = Time in which the technical customer service department is reachable on the associated communication channel Availability = Possibility to actually use the underlying services Availability [%] = 100 * ((agreed service time – unscheduled downtime within the service time) / agreed service time). The guaranteed availability includes time windows for planned maintenance work (see point 5). The value relates to the monthly mean. Time to Repair (TTR) = Time from receipt of a fault report for a selected service of the customer in the correct communication channel until repair of the fault so that the hardware or service is available and/or reachable again

Definitions and calculations. ‌ General enquiry = There is no fault. The customer is asking for information, for example. Carrier / Provider = Company to operate telecommunication networks Core transfer point = Uplink port to the Internet, which connects the core network of Host Europe GmbH via the external connection with the respective active carrier (“in direction Internet”) Core measuring nodes = Measuring nodes connected directly to a core transfer point. Service = The software component serving as the basis for the customer’s application Urgent fault = The service concerned can no longer be reached External measuring node = Measuring node set up at an external provider or carrier (“within the Internet”) Customer = As soon as a natural or legal entity concludes a contract concerning the products of Host Europe GmbH, an element of which is this Host Europe Service Level Agreement, that entity counts among the customers of Host Europe GmbH Latency = Time interval between the end of an incident and the beginning of the response to that incident Monthly mean = With the monthly mean one looks at the information given below for the calendar month which may have been affected by non- compliance with the service level. In principle, a calendar month consists of 30 days. Network handover point = Uplink port connecting the customer’s service with the core network Qualified statement = in the best case completion of the process, but at least a statement about the next steps. Depending on the category, the qualified statement also contains information about the expected duration and scale of the fault Response time = Period of time in which the customer receives a qualified statement from an employee of Host Europe GmbH in response to his enquiry/report, provided that the report arrived in the correct communication channel Data centre measuring node = Measuring node set up in the data centre analogous to the customer environments Round Trip Time (RTT) = Runtime of a data package from point A to point B and back to point A Service = Logical unit of possibly multiple interconnected products and services Service level = Defined and measureable criteria for delivery of a certain service by Host Europe GmbH Service time = Time in which the service booked is available Fault = The service concerned is still reachable, but limited Support time = Time in which the technical customer service department is reachable on the associated communication channel Availability = Possibility to actually use the underlying services Availability [%] = 100 * ((agreed service time – unscheduled downtime within the service time) / agreed service time). The guaranteed availability includes time windows for planned maintenance work (see point 5). The value relates to the monthly mean. Time to Repair (TTR) = Time from receipt of a fault report for a selected service of the customer in the correct communication channel until repair of the fault so that the hardware or service is available and/or reachable again