Common use of Service and Support Clause in Contracts

Service and Support. 13.1 All faults will be reported to Bioniq within 24 hours and Bioniq endeavors to rectify all faults as soon as possible. 13.2 Support hours are between 08h00 - 17h00 on Weekdays. 13.3 After Hour Support is only provided if selected on page 2 (two). Dedicated Response times can be negotiated separately. 13.4 Bioniq cannot be held liable for non or poor service delivery due factors out if its control caused by upstream service providers. Initial 13.5 If a fault is caused by customer equipment e.g. computer operating system problems, client hardware issues etc. a rate of R850 per hour will apply for repairs 13.6 Only MikroTik Routers will be supported by Bioniq. 13.7 Users will be informed when scheduled network downtime is expected in writing, from time to time emergency maintenance is required and the network might be unavailable without prior notice. 13.8 Various factors man-made and natural can degrade or affect the performance of the Subscriber’s Service. Whilst all measures are taken to provide the best possible Service Bioniq can in no way be held responsible for the degraded performance of the Subscriber’s connection due to these or other factors. 13.9 Support contacts: 13.9.1 Email - xxxxxxx@xxxxxx.xx.xx 13.9.2 Support Number - +00 00 000 0000

Service and Support. 13.1 11.1 All faults will be reported to Bioniq within 24 hours and Bioniq endeavors to rectify all faults as soon as possible. 13.2 11.2 Support hours are between 08h00 - 17h00 on Weekdays. 13.3 11.3 After Hour Support is only provided if selected on page 2 (two). Dedicated Response times can be negotiated separately. 13.4 11.4 Bioniq cannot be held liable for non or poor service delivery due factors out if its control caused by upstream service providers. Initial 13.5 11.5 If a fault is caused by customer equipment e.g. computer operating system problems, client hardware issues etc. a rate of R850 R450 per hour will apply for repairs 13.6 11.6 Only MikroTik Mikrotik Routers will be supported by Bioniq. 13.7 11.7 Users will be informed when scheduled network downtime is expected in writing, from time to time emergency maintenance is required and the network might be unavailable without prior notice. 13.8 Various 11.8 Due to the nature of radio signals, various factors man-made and natural can degrade or affect the performance of the Subscriber’s Serviceyour signal. Whilst all measures are taken to provide the best possible Service signal Bioniq can in no way be held responsible for the degraded performance of the Subscriber’s your connection due to these or other factors. 13.9 11.9 Support contacts: 13.9.1 11.9.1 Email - xxxxxxx@xxxxxx.xx.xx 13.9.2 11.9.2 Support Number - +00 +0000 000 00 000 000000 9.3 Customer Portal – xxxxx://xxxxxx.xxxxxx.xx.xx