MANAGED IT SERVICES TERMS & CONDITIONS SCHEDULE

MANAGED IT SERVICES TERMS & CONDITIONS SCHEDULE

This Schedule forms part of the Master Services and Equipment Rental Agreement ("Agreement") and is specifically tailored to the Managed IT Services offered by Almestar ("Service Provider"). This Schedule outlines the key service categories provided to the Customer and sets forth terms specific to each service category. Where any conflict exists between the Master Services and Equipment Rental Agreement terms and conditions and this Schedule, the provisions of this Schedule shall take precedence over the Master Services and Equipment Rental Agreement terms and conditions.

1. SERVICE LEVEL DEFINITIONS AND PRINCIPLES

1.1. Key Performance Indicators (KPIs)

1.1.1. Service levels are measured using Key Performance Indicators (KPIs), which serve as benchmarks to assess the quality and timeliness of services provided by Almestar (Pty) Ltd t/a X-Corp Business Solutions ("X-Corp").

• 1.1.1.1. Availability KPIs: Assess the operational uptime of the relevant  services.

• 1.1.1.2. Incident Response Time KPIs: Measure the time taken from the initial logging of an incident or service request to the commencement of remedial action by X-Corp. The first response is deemed to occur when troubleshooting begins, typically during a call to the Support Desk.

• 1.1.1.3. Incident Resolution Time KPIs: Measure the total time taken to resolve a reported incident or to complete a service request.

1.2. Availability KPIs

1.2.1. Availability is measured continuously, twenty-four (24) hours per day, seven (7) days per week, and reports can be made available on request.

1.2.2. Included in downtime measurements:

• 1.2.2.1. Emergency maintenance

• 1.2.2.2. Unplanned service outages or failures

1.2.3. Excluded from downtime measurements:

• 1.2.3.1. Scheduled maintenance windows as mutually agreed upon by X-Corp and the Customer

• 1.2.3.2. Approved maintenance windows for major activities, such as upgrades or financial year-end processing

1.2.4. A service is deemed to be "available" when:

• 1.2.4.1. Core servers and associated software providing critical functionality are fully operational

• 1.2.4.2. Supporting infrastructure and dependent services are functioning as required

1.3. Incident Response and Resolution KPIs

1.3.1. The KPIs in this Agreement represent commercially reasonable service level objectives. X-Corp aims to achieve these KPIs consistently; however, it is acknowledged that perfect (100%) adherence may not be feasible. A realistic compliance threshold is approximately 90%.

1.3.2. Unless otherwise specified, KPIs are measured during business hours: 08h00 to 17h00, Monday to Friday, excluding weekends and South African public holidays. For example, if an incident is reported at 16h00 on a Friday and the applicable KPI stipulates a one (1) business day response time, the target response time would be 16h00 on the following Monday.

1.3.3. KPI measurement commences once an incident or request is logged through an authorised X-Corp service channel, typically the Support Desk or a designated email system.

1.3.4. Resolution time KPIs apply primarily to known or predictable issues. For complex or undefined issues where resolution duration cannot be estimated, response time KPIs shall apply instead.

1.3.5. Longer timelines may apply to scheduled or planned service requests to ensure priority handling of unplanned or critical incidents.

1.3.6. All incidents are triaged and prioritised based on their impact on the Customer’s business operations.

1.4. Issue Reporting Channels

1.4.1. Telephone: X-Corp Support Desk — 011 462 1270 (Available weekdays, 07h30 to 16h30)

1.4.2. Email: support@almestar.co.za

1.5. X-Corp will prioritise incident handling based on severity and, where applicable, will notify the Customer of any delays, provide regular status updates, and confirm resolution in writing upon closure.

1.6. Incident Severity Levels and Target Resolution Times

2.2. Customer Responsibilities

2.2.1. The Customer shall:

• 2.2.1.1. Maintain any required vendor support agreements

• 2.2.1.2. Provide X-Corp with reasonable onsite access and system credentials

• 2.2.1.3. Ensure that the local network, power supply, and related infrastructure meet minimum operating requirements

3. HOURLY RATES FOR AD HOC SUPPORT

Minimum billing increment: 30 minutes. Travel fees may apply for onsite support outside Gauteng.

4. TRAVEL AND DISBURSEMENT CHARGES

5. ESCALATION AND INCIDENT MANAGEMENT

5.1. Incidents will be escalated internally or to authorised third-party vendors if resolution within the target timeframe is not feasible. X-Corp will maintain communication with the Customer regarding status updates and revised timelines as necessary.

6. DATA SECURITY AND BACKUP

6.1. X-Corp will implement industry best practices concerning security protocols and data backup solutions as defined in the scope of services. However, the Customer retains ultimate responsibility for:

• 6.1.1. Verifying the integrity of data

• 6.1.2. Ensuring offsite backup retention and compliance, where applicable

• 6.1.3. X-Corp is not liable for data loss where backup systems were not configured, tested, or maintained under the scope of this Agreement.

7. THIRD-PARTY DEPENDENCIES

7.1. X-Corp shall not be held liable for any interruptions, delays, or service failures resulting from the actions or inactions of third-party providers, including internet service providers, cloud platforms, hardware or software vendors. X-Corp may assist in coordinating with such providers, but shall not be responsible for their performance, responsiveness, or failures.