Common use of Scope of the Services Clause in Contracts

Scope of the Services. 2.1. Service Provider agrees to provide the services to Customer as detailed in OF for an Initial Period as mentioned in OF and for said period the Customer has agreed to pay the amount as agreed in the OF. 2.2. Service Provider will provide the Services as per the services opted by the Customer in the OF, details of all the services are provided in the Service Catalogue which is provided in Annexure A along with this SLA. 2.3. Service Provider assures that it shall provide its immediate support and assistance in the event of any disruption in the Services being provided by Webberstop India Private Limited. The manner and time frame for troubleshooting and the timelines for the resolution of the problems are mentioned in the Annexure A of this Agreement. 2.4. Services will be provided to the Customer by the Service Provider with the infrastructure available at its data center which consists of the following: • Dual active power sources from two different power generation plants. • Capability to provide 99.95 % SLA • Carrier Neutral Datacenter • ISO 27001 Certified 2.5. Service Provider assures the Customer 99.95 % uptime availability of the infrastructure including Power* and Cooling** covered by this SLA. Hardware Uptimes SLA would be 4 hours response from the time of detection of hardware problem either by the service provider help desk or by the customer. Subject to clause 3 of this Agreement, in the event the Service Provider fails to provide the Customer with the Services required by the Customer in accordance with the Agreement, such failure resulting from complete unavailability of Service Provider Network, such events will be treated as “Qualified Network Downtime Event” for which Service Provider will issue the Customer a Service Credit. Exclusions I. Servers without Redundant Power Supply (RPS) II. Servers without Redundant Power Supply (RPS) would carry 99% Uptime SLA. The Service credit calculation method and Service credits remains the same as mentioned in the Clause 2.6. III. Software Crashes affecting hardware. Service provider assures to provide cooling @ 21°C (+/-) 2°C and Humidity levels @ 45 % (+/-) 5%. 2.6. If the Actual Uptime (A) calculated is less than 99.9%, the following Credits shall be due to Customer: A >= 99.9% No Credits A = 99.9% < 98.00% 1 days equivalent service credit for the Service period affected calculated on a prorate basis. A= 98% < 2 days equivalent service credit for the Service period affected calculated on a prorate basis

Scope of the Services. 2.1. Service Provider agrees to 2.1 CtrlS may provide the services to Customer as detailed in OF for an Initial Period as mentioned in OF and for said period the Customer has agreed to pay the amount as agreed in the OF. 2.2. Service Provider will provide the such Services as per the services opted by the Customer in the OF, details of all the services are provided in the Service Catalogue which is provided in Annexure A along with to this SLA. The Customer may issue one or more purchase orders to CtrlS for Services and CtrlS shall accept a purchase order only if it is in accordance with the terms of this Agreement and for services as covered by the Service Catalogue. 2.3. Service Provider 2.2 CtrlS assures Customer that it shall provide its immediate support and assistance in the event of any disruption in the Services being provided by Webberstop India Private Limited. CtrlS. The manner and time frame for troubleshooting and the timelines for the resolution of the problems are mentioned in the Annexure A of this Agreement. 2.4. 2.3 Services will be provided to the Customer by the Service Provider CtrlS with the infrastructure available at its data center which consists of the following: •  Dual active power sources from two different power generation plants. •  Tier IV - (system) + (system) Architecture - Fault Tolerant with No Single Point of Failure  Capability to provide 99.95 99.995 % SLA • Carrier Neutral Datacenter • ISO  Unique Six Zone Security System  Lean Six Sigma - ITIL Framework  Xxxxxxx Xxxxxxx Xxxxxxxxxx  XXX 00000-0 & 27001 Certified 2.5. Service Provider 2.4 CtrlS assures the Customer 99.95 99.995 % uptime availability of the infrastructure Infrastructure including Power* Power and Cooling** covered by this SLA. Hardware Uptimes SLA would be 4 hours response resolution from the time of detection of hardware problem either by the service provider CtrlS help desk or by the customerCustomer. Subject to clause Clause 3 of this AgreementSLA, in the event the Service Provider CtrlS fails to provide the Customer with the Services required by the Customer in accordance with the AgreementSLA, such failure resulting from complete unavailability of Service Provider NetworkCtrlS network, such events will be treated as “Qualified Network Downtime Event” for which Service Provider CtrlS will issue the Customer a Service CreditCredit - calculated as per method provided in Clause 2.5. Exclusions I. Servers without Redundant Power Supply (RPS) II. Servers without Redundant Power Supply (RPS) would carry 99% Uptime SLA. The Service credit calculation method and Service credits remains the same as mentioned in the Clause 2.6. III. Software Crashes affecting hardware. Service provider ** CtrlS assures to Customer that it will provide cooling @ 21°C (+/-) 2°C and Humidity levels @ 45 50 % (+/-) 5%. 2.6. If the 2.5 The Actual Uptime (A) calculated is less than 99.9in the respective month and it will be measured (compared) against the total uptime hours of the year 99.995%, . If the outages exceeds total uptime hours the following Credits service credits shall be due to Customer: A >= 99.999.995% No Credits A = 99.9in between 99.994% < 98.00to 99.000% 1 2 days equivalent service credit for the Service period affected calculated on a prorate basis. A= 98A in between 98.999% < 2 to 98.000% 7 days equivalent service credit for the Service period affected calculated on a prorate basis. A is < 98% 15days equivalent service credit for the Service period affected calculated on a prorate basis Calculation of Actual Uptime % = Total Uptime Hours –Actual Downtime x 100. Total Uptime Hours

Scope of the Services. 2.1. Service Provider agrees to provide the services to Customer as detailed in OF for an Initial Period as mentioned asmentioned in OF and for said period the Customer has agreed to pay the amount as agreed in the OF. 2.2. Service Provider will provide the Services as per the services opted by the Customer in the OF, details of all ofall the services are provided in the Service Catalogue which is provided in Annexure A along with this SLA.. 607, IInd Floor, Sanjay Enclave ,G.T. Karnal Road New Delhi 110033 (BHARAT) 2.3. Service Provider assures that it shall provide its immediate support and assistance in the event of any disruption anydisruption in the Services being provided by Webberstop India Private Limited. Bsoftindia Technologies Xxx.xxx.. The manner and time frame for troubleshooting and the timelines for the resolution of the problems are mentioned in the Annexure A of this Agreement. 2.4. Services will be provided to the Customer by the Service Provider with the infrastructure available at its data center which consists of the following: • Dual active power sources from two different power generation plants. • Capability to provide 99.95 % SLA • Carrier Neutral Datacenter • ISO 27001 Certified 2.5. Service Provider assures the Customer 99.95 % uptime availability of the infrastructure Infrastructure including Power* and Cooling** covered by this SLA. Hardware Uptimes SLA would be 4 hours response from the time of detection of hardware problem either by the service provider help desk or by the customer. Subject to clause 3 of this Agreement, in the event the Service Provider fails to provide the Customer with the Services required by the Customer theCustomer in accordance with the Agreement, such failure resulting from complete unavailability of Service Provider Network, such events will be treated as “Qualified Network Downtime Event” for which Service Provider will Providerwill issue the Customer a Service Credit. Exclusions I. Servers without Redundant Power Supply (RPS) II. Servers without Redundant Power Supply (RPS) would carry 99% Uptime SLA. The Service credit calculation method and Service credits remains the same as mentioned in the Clause 2.6. III. Software Crashes affecting hardware. Service provider assures to provide cooling @ 21°C (+/-) 2°C and Humidity levels @ 45 % (+/-) 5%. 2.6. If the Actual Uptime (A) calculated is less than 99.9%, the following Credits shall be due to Customer: A >= 99.9% No Credits A = 99.9% < 98.00% 1 days equivalent service credit for the Service period affected calculated on a prorate basis. A= 98% < 2 days equivalent service credit for the Service period affected calculated on a prorate basis

Scope of the Services. 2.1. Service Provider agrees to 2.1 CtrlS may provide the services to Customer as detailed in OF for an Initial Period as mentioned in OF and for said period the Customer has agreed to pay the amount as agreed in the OF. 2.2. Service Provider will provide the such Services as per the services opted by the Customer in the OF, details of all the services are provided in the Service Catalogue which is provided in Annexure A along with to this SLA. The Customer may issue one or more purchase orders to CtrlS for Services and CtrlS shall accept a purchase order only if it is in accordance with the terms of this Agreement and for services as covered by the Service Catalogue. 2.3. Service Provider 2.2 CtrlS assures Customer that it shall provide its immediate support and assistance in the event of any disruption in the Services being provided by Webberstop India Private Limited. CtrlS. The manner and time frame for troubleshooting and the timelines for the resolution of the problems are mentioned in the Annexure A of this Agreement. 2.4. 2.3 Services will be provided to the Customer by the Service Provider CtrlS with the infrastructure available at its data center which consists of the following: • Dual active power sources from two different power generation plants. • Tier IV - (system) + (system) Architecture - Fault Tolerant with No Single Point of Failure • Capability to provide 99.95 99.995 % SLA • Unique Six Zone Security System • Lean Six Sigma - ITIL Framework • Carrier Neutral Datacenter • ISO 20000-1 & 27001 Certified 2.5. Service Provider 2.4 CtrlS assures the Customer 99.95 99.995 % uptime availability of the infrastructure including Power* Infrastructure viz., Power and Cooling** covered by this SLA. Hardware Uptimes SLA would be 4 hours response resolution from the time of detection of hardware problem either by the service provider CtrlS help desk or by the customerCustomer. Subject to clause Clause 3 of this AgreementSLA, in the event the Service Provider CtrlS fails to provide the Customer with the Services required by the Customer in accordance with the AgreementSLA, such failure resulting from complete unavailability of Service Provider NetworkCtrlS network, such events will be treated as “Qualified Network Downtime Event” for which Service Provider CtrlS will issue the Customer a Service CreditCredit - calculated as per method provided in Clause 2.5. Exclusions I. Servers without Redundant Power Supply (RPS) II. Servers without Redundant Power Supply (RPS) would carry 99% Uptime SLA. The Service credit calculation method and Service credits remains the same as mentioned in the Clause 2.6. III. Software Crashes affecting hardware. Service provider ** CtrlS assures to Customer that it will provide cooling @ 21°C (+/-) 2°C and Humidity levels @ 45 50 % (+/-) 5%. 2.6. If the 2.5 The Actual Uptime (A) calculated is less than 99.9in the respective month and it will be measured (compared) against the total uptime hours of the year 99.995%, . If the outages exceeds total uptime hours the following Credits service credits shall be due to Customer: A >= 99.999.995% No Credits A = 99.9in between 99.994% < 98.00to 99.000% 1 2 days equivalent service credit for the Service period affected calculated on a prorate basis. A= 98A in between 98.999% < 2 to 98.000% 7 days equivalent service credit for the Service period affected calculated on a prorate basis. A is < 98% 15days equivalent service credit for the Service period affected calculated on a prorate basis Calculation of Actual Uptime % = Total Uptime Hours –Actual Downtime x 100. Total Uptime Hours 2.6 The Customer is required to provide a preventive maintenance window, once in every quarter to enable CtrlS to update the various patches and carry out other preventive maintenance. The time required to carry out this preventive maintenance by CtrlS shall depend upon the environment of the Customer and shall be informed to the Customer before the time window is sought. During this window, Customer’s environment shall not be available and the same shall not be counted as Downtime. For the customized solutions provided by CtrlS, preventive maintenance is absolutely essential and the SLAs offered by CtrlS are based on the explicit understanding that the Customer will provide opportunity for CtrlS to carry out preventive maintenance from time to time. In case the Customer does not provide, at least once in a quarter, the requisite downtime to carry out preventive maintenance activities, even after a request is made by CtrlS, CtrlS shall not be liable to provide any Service Credits or any other compensation in case of Downtime or any other loss to Customer such as data loss, denial of service or virus attacks. 2.7 CtrlS shall recommend usage of high availability architecture for all critical loads, wherein there is a duplication of critical elements. For instance, this may be two power sources to a rack, or two firewalls in the network. In a high availability set-up, it is clarified that even when one of the elements fail, but the other is still running, then the entire set- up/solution/system/environment is considered to be available and the same shall not be counted as Downtime.

Scope of the Services. 2.1. Service Provider agrees to provide the services to Customer as detailed in OF for an Initial Period as mentioned in OF and for said period the Customer has agreed to pay the amount as agreed in the OF. 2.2. Service Provider will provide the Services as per the services opted by the Customer in the OF, details of all the services are provided in the Service Catalogue which is provided in Annexure A along with this SLA. 2.3. Service Provider assures that it shall provide its immediate support and assistance in the event of any disruption in the Services being provided by Webberstop India Private LimitedWEBBERSTOP INDIA. The manner and time frame for troubleshooting and the timelines for the resolution of the problems are mentioned in the Annexure A of this Agreement. 2.4. Services will be provided to the Customer by the Service Provider with the infrastructure available at its data center which consists of the following: • Dual active power sources from two different power generation plants. • Capability to provide 99.95 % SLA • Carrier Neutral Datacenter • ISO 27001 Certified 2.5. Service Provider assures the Customer 99.95 % uptime availability of the infrastructure Infrastructure including Power* and Cooling** covered by this SLA. Hardware Uptimes SLA would be 4 hours response from the time of detection of hardware problem either by the service provider help desk or by the customer. Subject to clause 3 of this Agreement, in the event the Service Provider fails to provide the Customer with the Services required by the Customer in accordance with the Agreement, such failure resulting from complete unavailability of Service Provider Network, such events will be treated as “Qualified Network Downtime Event” for which Service Provider will issue the Customer a Service Credit. Exclusions I. Servers without Redundant Power Supply (RPS) II. Servers without Redundant Power Supply (RPS) would carry 99% Uptime SLA. The Service credit calculation method and Service credits remains the same as mentioned in the Clause 2.6. III. Software Crashes affecting hardware. Service provider assures to provide cooling @ 21°C (+/-) 2°C and Humidity levels @ 45 % (+/-) 5%. 2.6. If the Actual Uptime (A) calculated is less than 99.9%, the following Credits shall be due to Customer: A >= 99.9% No Credits A = 99.9% < 98.00% 1 days equivalent service credit for the Service period affected calculated on a prorate basis. A= 98% < 2 days equivalent service credit for the Service period affected calculated on a prorate basis