Common use of Procedures for Problem Escalation Clause in Contracts

Procedures for Problem Escalation. In case particular problem is not resolved in a satisfactory, or timely manner, Customer may contact and seek assistance by a higher management level in Neterra's company structure, as follows: Level Problem Level of Responsibility Contact Information as per date of Contract signature 1 Critical, major, partial or warning problems, as well as all other types of requests Engineer on Duty 24-hour telephone: Mobile: +000 000 000 000 Fix: +000 0 000 0000 2 Critical or major problems, that cannot be resolved by the engineer on duty Head of NOC xxxxxxxxxx@xxxxxxx.xxx Mobile.: +000 000 000 000 3 Critical problems, that cannot be resolved by the Head of NOC Head of Technical Department xxxxxxxxxxxxxxxx@xxxxxxx.xxx Mobile: +000 000 000 000 4 Critical problems, that cannot be resolved by the Head of Technical Department Managing Director xxxxxxxxx@xxxxxxx.xxx Working hours: +000 0 000 0000

Procedures for Problem Escalation. In case particular problem is not resolved in a satisfactory, or timely manner, Customer Member may contact and seek assistance by a higher management level in NeterraNetIX's company structure, as follows: Level Problem Level of Responsibility Contact Information as per date of Contract signature 1 Critical, major, partial or warning problems, as well as all other types of requests Engineer on Duty 24-hour telephone: Mobile: +359 882 4NetIX (+000 000 000 000 Fix: +000 0 000 0000 000) xxx@xxxxx.xxx 2 Critical or major problems, that cannot be resolved by the engineer on duty Head of NOC xxxxxxxxxx@xxxxxxx.xxx managernoc@ xxxxx.xxx Mobile.: +000 000 000 000 3 Critical problems, that cannot be resolved by the Head of NOC Head of Technical Department xxxxxxxxxxxxxxxx@xxxxxxx.xxx headofoperations@ xxxxx.xxx Mobile: +000 000 000 000 4 Critical problems, that cannot be resolved by the Head of Technical Department Managing Director xxxxxxxxx@xxxxxxx.xxx xxxxxxxxx@xxxxx.xxx Working hours: +000 0 000 0000

Procedures for Problem Escalation. In case particular problem is not resolved in a satisfactory, or timely manner, Customer may contact and seek assistance by a higher management level in Neterra's company structure, as follows: Level Problem Level of Responsibility Contact Information as per date of Contract signature 1 Critical, major, partial or warning problems, as well as all other types of requests Engineer on Duty 24-hour telephone: Mobile: +000 000 000 000 Fix: +000 0 000 0000 2 Critical or major problems, that cannot be resolved by the engineer on duty Head of NOC xxxxxxxxxx@xxxxxxx.xxx Mobile.: +000 000 000 000 3 Critical problems, that cannot be resolved by the Head of NOC Head of Technical Department xxxxxxxxxxxxxxxx@xxxxxxx.xxx Mobile: +000 000 000 000 4 Critical problems, that cannot be resolved by the Head of Technical Department Managing Director xxxxxxxxx@xxxxxxx.xxx Working hours: +000 0 000 0000

Procedures for Problem Escalation. In case particular problem is not resolved in a satisfactory, or timely manner, Customer may contact and seek assistance by a higher management level in Neterra's company structure, as follows: Level Problem Level of Responsibility Contact Information as per date of Contract signature 1 Critical, major, partial partial, or warning problems, as well as all other types of requests Engineer on Duty 24-hour telephone: Mobilephone: +000 000 000 000 Fix00 00 00 during working hours: +000 0 000 0000 XXX@xxxxxxx.xxx 2 Critical or major problems, that cannot be resolved by the engineer on duty Head of NOC xxxxxxxxxx@xxxxxxx.xxx Mobile.: +000 000 000 000 00 00 00 xxxxxxxxxx@xxxxxxx.xxx 3 Critical problems, that cannot be resolved by the Head of NOC Head of Chief Technical Department xxxxxxxxxxxxxxxx@xxxxxxx.xxx Mobile: Officer +000 000 000 000 00 00 00 xxxxxxxxxxxxxxxx@xxxxxxx.xxx 4 Critical problems, that cannot be resolved by the Head of Technical Department Managing Director xxxxxxxxx@xxxxxxx.xxx Working During working hours: +000 0 000 00000000 xxxxxxxxx@xxxxxxx.xxx

Procedures for Problem Escalation. In case particular problem is not resolved in a satisfactory, or timely manner, Customer may contact and seek assistance by a higher management level in Neterra's company structure, as follows: Level Problem Level of Responsibility Responsibil- ity Contact Information as per date of Contract signature 1 Critical, major, partial or warning problems, as well as all other types of requests re- quests Engineer on Duty 24-hour telephone: Mobile: +000 000 000 000 Fix: +000 0 000 0000 2 Critical or major problems, that cannot be resolved by the engineer on duty Head of NOC xxxxxxxxxx@xxxxxxx.xxx Mobile.: +000 000 000 000 3 Critical problems, that cancan- not be resolved by the Head of NOC Head of Technical Department xxxxxxxxxxxxxxxx@xxxxxxx.xxx headofopera- xxxxx@xxxxxxx.xxx Mobile: +000 000 000 000 4 Critical problems, that cancan- not be resolved by the Head of Technical Department Depart- ment Managing Director xxxxxxxxx@xxxxxxx.xxx Working hours: +000 0 000 0000

Procedures for Problem Escalation. In case particular problem is not resolved in a satisfactory, or timely manner, Customer may contact and seek assistance by a higher management level in Neterra's company structure, as follows: Level Problem Level of Responsibility Contact Information as per date of Contract signature 1 Critical, major, partial or warning problems, as well as all other types of requests Engineer on Duty 24-hour telephone: Mobile: +000 000 000 000 Fixline: +000 0 000 0000 00 00 xxxxxxxxxx@xxxxxxx.xxx 2 Critical or major problems, that cannot be resolved by the engineer on duty Head of NOC xxxxxxxxxx@xxxxxxx.xxx Mobile.Manager IT Cell phone: +000 000 000 000 xxxxxxxxx@xxxxxxx.xxx 3 Critical problems, that cannot be resolved by the Head of NOC Manager IT Head of Technical Department xxxxxxxxxxxxxxxx@xxxxxxx.xxx Mobile: +000 000 000 000 4 Critical problems, that cannot be resolved by the Head of Technical Department Managing Director xxxxxxxxx@xxxxxxx.xxx Working hours: +000 0 000 0000

Procedures for Problem Escalation. In case the event that a particular problem issue is not resolved in a satisfactory, satisfactory or timely manner, the Customer may contact and seek assistance by from a higher level of management level in Neterrawithin Netera's company structure, corporate structure as follows: Level Problem Level of Responsibility Contact Information as per date of Contract signature 1 Critical, major, partial or warning problems, as well as all other types of requests Engineer on Duty 24-hour telephone: Mobile: +000 000 000 000 Fix: 00 00 00 +000 0 000 0000 XXX@xxxxxxx.xxx 2 Critical or major problems, that cannot be resolved by the engineer on duty Head of NOC xxxxxxxxxx@xxxxxxx.xxx Mobile.: +000 000 000 000 00 00 00 xxxxxxxxxx@xxxxxxx.xxx 3 Critical problems, that cannot be resolved by the Head of NOC Head of Technical Department xxxxxxxxxxxxxxxx@xxxxxxx.xxx Mobile: +000 000 000 000 00 00 00 xxxxxxxxxxxxxxxx@xxxxxxx.xxx 4 Critical problems, that cannot be resolved by the Head of Technical Department Managing Director xxxxxxxxx@xxxxxxx.xxx Working hours: +000 0 000 00000000 xxxxxxxxx@xxxxxxx.xxx