Common use of REMOTE HANDS PACKAGE Clause in Contracts

REMOTE HANDS PACKAGE. 12.1. If the Customer has ordered a Remote Hands Services package (a “Remote Hands Package”), and such order has been accepted by Leaseweb, Customer shall be entitled to the number of minutes of Remote Hands Services included in the relevant Remote Hands Package. 12.2. The table below sets forth the Time Included of Remote Hands Services in each respective Remote Hands Package. Free phone support 24/7 24/7 Response time 12 HOURS 4 HOURS Self Service Center √ √ Support Minutes Included* - 30 minutes/month * Support minutes are per month and do not transfer to the next month. 12.3. Unused minutes of the Remote Hands Package are non-refundable and shall not transfer to following months. 12.4. Subject to the Contract Modification Procedure, Customer shall be entitled to request an upgrade or downgrade the Remote Hands Package. Leaseweb may accept or decline this request for the upgrade or downgrade in its sole and absolute discretion. 12.5. If no Remote Hands Package is ordered by Customer, Customer will, in connection with its Colocation Services, by default receive Remote Hands Services on the basis of Leaseweb’s level “Basic”. 12.6. Customer may, at any time during the Term, request an upgrade of its Remote Hands Package level. Clause 5 of the Sales Terms and Conditions shall apply to such upgrade request. The chosen Remote Hands Package level may only be downgraded at the Initial Term or a renewal terms (as applicable).

REMOTE HANDS PACKAGE. 12.1. If the Customer has ordered a Remote Hands Services package (a “Remote Hands Package”), and such order has been accepted by Leaseweb, Customer shall be entitled to the number of minutes of Remote Hands Services included in the relevant Remote Hands Package. 12.2. The table below sets forth the Time Included of Remote Hands Services in each respective Remote Hands Package. Free phone support 24/7 24/7 24/7 Response time 12 HOURS 4 HOURS 2 HOURS Engineer on site 12 HOURS 6 HOURS 4 HOURS Self Service Center √ √ √ Support Minutes Included* - 30 minutes/month 60 minutes/month * Support minutes are per month and do not transfer to the next month. 12.3. Unused minutes of the Remote Hands Package are non-refundable and shall not transfer to following months. 12.4. Subject to the Contract Modification Procedure, Customer shall be entitled to request an upgrade or downgrade the Remote Hands Package. Leaseweb may accept or decline this request for the upgrade or downgrade in its sole and absolute discretion. 12.5. If no Remote Hands Package is ordered by Customer, Customer will, in connection with its Colocation Services, by default receive Remote Hands Services on the basis of Leaseweb’s level “Basic”. 12.6. Customer may, at any time during the Term, request an upgrade of its Remote Hands Package level. Clause 5 of the Sales Terms and Conditions shall apply to such upgrade request. The chosen Remote Hands Package level may only be downgraded at the Initial Term or a renewal terms (as applicable).

REMOTE HANDS PACKAGE. 12.1. If the Customer has ordered a Remote Hands Services package (a “Remote Hands Package”), and such order Order has been accepted by Leaseweb, Customer shall be entitled to the number of minutes of Remote Hands Services included in the relevant Remote Hands Package. 12.2. The table below sets forth the Time Included of Remote Hands Services in each respective Remote Hands Package. Free phone support 24/7 24/7 24/7 24/7 24/7 Response time 12 HOURS 4 HOURS 2 HOURS 1 HOURS 30 MINUTES Self Service Center √ √ √ √ √ Support Minutes Included* - 30 minutes/month 60 minutes/month 90 minutes/month 120 minutes/month * Support minutes are per month and do not transfer to the next month. 12.3. Unused minutes of the Remote Hands Package are non-refundable and shall not transfer to following months. 12.4. Subject to the Contract Modification modification Procedure, Customer shall be entitled to request an upgrade or downgrade the Remote Hands Package. Leaseweb may accept or decline this request for the upgrade or downgrade in its sole and absolute discretion. 12.5. If no Remote Hands Package is ordered by Customer, Customer will, in connection with its Colocation Services, by default receive Remote Hands Services on the basis of Leaseweb’s level “Basic”. 12.6. Customer may, at any time during the Term, request an upgrade of its Remote Hands Package level. Clause Section 5 of the Sales General Terms and Conditions shall apply to such upgrade request. The chosen Remote Hands Package level may only be downgraded at the Initial Term or a renewal terms (as applicable).