PHYSICAL CONNECTIVITY REQUIREMENTS

• For all connectivity services: Customer is responsible for ensuring there are adequate facilities at the premises’ primary minimum point of entry

(“MPOE”) to receive Terra Controls’ service, including power and backboard / rack. Customer is also responsible for providing any wiring/demarc extension beyond the primary MPOE.

• All orders are subject to facility availability, which cannot be verified in many cases until a site survey has been completed. Ability to deliver service to Customer's facility may require construction that could result in extended timelines, additional upfront/one time build-out costs and/or increases to the Monthly Recurring Charge (MRC).

• A qualified vendor/technician must install the equipment and service at Customer’s sole expense. Terra Controls cannot process orders without a vendor/technician involved in the order process.

• For Fiber Ethernet Services: Customer requirements and responsibilities for site readiness are detailed in Terra Controls’s Ethernet Service Installation Guide, which can be found at https://www.terra.cw/service-terms/ethernet-service-installation-guide/ . Cancellation charges as listed in the contract will be applied in the event that customer has not complied with the requirements provided or excessively delays installation.

• For Ethernet over Copper and Broadband Services: Ethernet over Copper (EOC) and Broadband services are subject to distance limitations as well as availability of copper facilities. Terra Controls’ pricing is based on estimates of distance to the local CO and availability, but the actual availability, pricing and capacity can only be determined by a field technician in the course of turn-up. These factors may result in unavailability of EOC or broadband service or necessity to downgrade from the requested speed.

• Fast Ethernet and Gig Ethernet circuits may be delivered over multiple technologies, including but not limited to Ethernet over Fiber, Ethernet over Copper, Ethernet over Coax, and Ethernet over DSL. Speeds of 20Mbps and under are usually delivered over copper. If customer requires their Fast/Gig Ethernet circuits to be delivered over optical/fiber, customer must notify Terra Controls in advance.

• The actual bandwidth that can be delivered on a Broadband, Wireless or Satellite service will not be determined until the time-of-service installation. The connectivity speeds listed on the order form are maximum connection speeds. Actual upstream and downstream speeds may be lower due to

various factors including but not limited to network and Internet congestion, wiring inside Customer’s location, equipment and computer configuration, and the speed of web sites accessed on the Internet. Performance levels, including but not limited to transmission rate, throughput, and packet loss, are not guaranteed or warranted in any way, nor shall Terra Controls be required to provide credits, refunds, or other remedies with respect to performance levels, service quality, or the like.

• All Terra Controls Broadband, Wireless and Satellite Services (including, but not limited to Asymmetrical Ethernet, Cable, 4G LTE/5G SA,

FTTX, DPLC) are a “best efforts” service and are not subject to service levels or outage or other credits. For the avoidance of doubt, Terra Controls shall not be liable for any interruption or failure of web links or sites, voice services utilizing such broadband or wireless service, hostile network attacks, denial of service attacks, or failure of the Internet generally.

• Wireless connectivity, QOS, and reliability are determined by (including but not limited to) signal strength, location, and wireless speed, and as such could affect voice quality and the number of voice lines that may be used with such connectivity.

• Terra Controls will not add or run any cabling, unless previously contracted or agreed to provide such service(s).This connection will be made using your existing and available cabling which should already be in place.

• There are many types of bandwidth speed tests, including various public speed test websites. These sites are subject to inaccuracy and variable results, and do not provide scientific or reliable data for troubleshooting by Terra Controls. Terra Controls will not accept speed test results from such websites. Terra Controls and its underlying providers will only utilize Iperf or RFC-2544 testing terminating to on-net facilities which are considered industry standards for speed performance testing. Because of additional overhead necessary for transmission protocols and routing, the measured speed will always be less than the rated speed of the connection. Throughput and other testing that includes customer equipment, firewalls and networks may experience further reduction in throughput and will not be considered valid for testing purposes.

• Terra Controls is not responsible for trouble shooting customer voice or internet issues beyond the Terra Controls-supplied CPE (Customer Premise Equipment)/Gateway (if provided), including voice or internet service located at a remote location or on Customer’s LAN (Local Area Network) and internal network, firewalls, routers, switches and wiring/cabling.

ADDITIONAL GUIDELINES AND REQUIREMENTS

• Terra Controls’ is NOT responsible for the installation or support of a customer’s over-head paging system. Customer is responsible to work with a third-party vendor to connect and test the functionality and compatibility of Terra Controls services with their system.

• In the event customer uses a third-party vendor for installation, testing, or for any other services related to Terra Controls services, Terra Controls will not cover the associated costs.

• Customer is solely responsible for disconnecting any services from another provider and Terra Controls will not be liable for any fees or costs associated with failure of customer to disconnect such services.

• No specific telephone number(s) are guaranteed until they are installed and in operation. If customer prints or provides information with specific telephone number(s) prior to installation, Terra Controls will not be liable for any costs incurred by customer in the event such numbers are not available.

• If an installation Field Engineer is dispatched for the purpose of installing facilities or any other labor at customer premises, and is turned away by the customer, is denied access to the MPOE or Demarc location or begins the installation and is then instructed by the customer to not complete the installation, customer will be assessed a Dispatch Fee.

• In the event customer changes a scheduled due date less than six business days from the due date, customer will be assessed a rescheduling fee. Please be advised that changes to a scheduled due date can impact service delivery timelines.

AIRENMS Circuit Monitoring by Airespring

• AIRENMS Circuit Monitoring is available for Terra Controls provided or Customer provided circuits. AIRENMS Circuit Monitoring is not included with circuits or services at locations outside the United States, but can be purchased for an additional per circuit fee. AIRENMS Circuit Monitoring includes Customer provided circuit trouble ticketing support only for carriers that allow trouble tickets to be opened in English.

TerraMobile.Net CLOUD BUSINESS PHONE SYSTEM

• This product does not support the use of firewalls or other filtering devices between IP phones and the Terra Controls network. Any use of firewalls must be implemented according to Terra Controls provided specifications which separate firewall data traffic from the Terra Controls Cloud PBX IP traffic. Customer reconfiguration of network after implementation may result in service issues for which Terra Controls shall not be responsible. In the event customer chooses to configure Cloud PBX services through a customer firewall, Terra Controls cannot troubleshoot or configure any customer devices in the media/signaling path.

• Customer may purchase additional Virtual Private Numbers. Virtual Private Numbers may only be used as additional call appearances on a user device or as pilot numbers, such as Auto Attendant, Hunt Group, Etc.

• Customer requirements and responsibilities for Cloud PBX site readiness are detailed in Terra Controls’ Cloud PBX Service Installation Guide, which can be found at http://www.terra.cw/terra-controls-implementation

• It is highly recommended that TerraMobile’s CloudPBX Cloud Business Phone System with Managed Connectivity be implemented in conjunction with a Terra Controls provided managed switch. In the event customer chooses to utilize and implement their own switch, customer is solely responsible for configuration and management of such. Terra Controls is not able to configure any customer owned equipment, including customer owned switches. Further, in the even customer experiences service related issues related to customer owned switches, Customer will nevertheless be responsible for the full term commitment of the Terra Controls service ordered.

ETHERNET PRIVATE NETWORKING (EPN) SERVICES

• Customer has reviewed Terra Controls SLA (Service Level Agreement) for EPN service and understands that, amongst other measures, the Terra Controls EPN Network Average Round-Trip Latency shall be eighty (80) milliseconds or less for round-trip packet transfers between Customer EPN locations. Please review complete SLA for further details.

• In the event the EPN Network utilizes multiple underlying providers, the traffic will be routed through Terra Controls closest gateway POP (Point of Presence), which may result in additional latency.

• EPN Services require a minimum of 2 locations. Customer may also choose to utilize EPN to connect one or more locations to TerraMobile’s Cloud Communication services. In such a case, the EPN connectivity will utilize a unique VRF (Virtual Routing and Forwarding) to/from TerraMobile’s Cloud Communications infrastructure.

• All EPN Circuits include a Business Critical Medium (BCM) Class of Service (CoS). Additional CoS choices are available but may require an additional fee.

• Customer understand and acknowledges that there are traffic and broadcast bandwidth limitations inherent to the EPN network.

• The Customer is required to coordinate with Terra Controls to install the hub site first, if applicable, with each remote site to follow. Billing will begin individually on each node no later than five (5) business days after the Circuit Ready Date, regardless of the status of any other nodes, and regardless of whether the circuit is actually turned up or utilized at that time. “Circuit Ready Date" is the date the Customer’s circuit is active, as notified by the underlying provider. Inability of an underlying provider or local LEC (Local Exchange Carrier) to deliver a particular node for any reason shall not affect acceptance by customer of remaining nodes in network.

FIREWALL SERVICES

• Warranty Disclaimer/ Limitation of Liability: In addition to other warranty disclaimers or limitations of liability set forth in this Agreement, Terra Controls does not warrant uninterrupted or error-free operation of the software or hardware related to Terra Controls firewall services. Terra Controls firewall services are not fault-tolerant and are not designed for use in a high-risk or hazardous environment such as the operation of nuclear facilities, aircraft navigation, air traffic control, life support machines, weapons systems, or any other application where the failure or malfunction of the

software or hardware can reasonably be expected to result in death, personal injury, severe property damage, or severe environmental harm (in aggregate, “high risk environment”). Any use of Terra Controls firewall services in a high-risk environment is at customer’s sole risk of liability, and Terra Controls and its affiliates or independent contractors shall have no liability related to or arising from customer’s use of Terra Controls firewall services in a high-risk environment.

• Terra Controls’ standard Managed Firewall services do not include proactive threat monitoring or mitigation or advanced SOC (Security Operations Center) services. Such services may be purchased separately, if available. Service descriptions and limitations can be found on the Terra Controls Managed Security webpage.

• Terra Controls does not warrant the ability of Terra Controls firewall services to successfully interwork with third party firewalls managed by other parties. Deployment of Terra Controls firewall service does not achieve the impossible goal of risk elimination, and therefore Terra Controls will not be liable for and does not guarantee that intrusions, compromises, or other unauthorized activity will not occur on customer’s network.

• Managed Firewall services offered by Terra Controls may include support which is provided directly by Terra Controls or by a Terra Controls-authorized third party vendor.

Terra-VOICE DID PACKAGE

If Ordering Terra-VOICE Package Customer is Aware of and Agrees that:

• The Terra-VOICE DID Package will provide a package of DIDs for the majority of the Area Codes throughout the 48 Continental United States. The DIDs will be assigned exclusively to the Customer. Calls made back to the DIDs will be routed by Terra Controls to Customer’s facilities, which can be located anywhere in the country or in the world.

• (OPTIONAL) Upon written Customer request, the Terra-VOICE DID package will be refreshed up to 4 times per year at no additional

charge, giving the Customer a new set of DID’s, thus ensuring a continued Terra-VOICE for maximum response.

• The Customer may outpulse any of their assigned DIDs on any call they wish.

• If the Customer’s equipment is not able to outpulse the DID/ANI of choice, Customer may choose to have Terra Controls assign a Hard Code ANI to Customer’s calls utilizing the Audi Codes Mapping Table (DMT) technology*.

• In order to utilize the Hard Code ANI feature, Customer must fill out the Hardcode ANI Table in the Fresh Presence DID Tech Form provided, which will be utilized to build a custom DMT for the Customer. Any changes to the DMT after initial order will be charged a $200 change fee. Terra Controls will not allow Customer to fill in the Hardcode ANI Table with an Originating Area Code or Custom Number which is in the same state or area code as the Terminating Area Code.

• The Hard Code ANI feature will apply ONLY to calls where the customer leaves the Originating ANI field blank. If any information is populated into the Originating ANI field, this information will be passed through as received. (Note: Some calls may not complete if the data in the Originating ANI field is invalid).

• All calls will be rated based on the Originating and Terminating ANI for each call (either Interstate or Intrastate). Example: A call with a 9 Area Code Originating ANI and a 9 Area Code Terminating ANI will be rated as a Domestic National Curaçao call.

• Any call made to a Customer-assigned DID will be routed to a specific Trunk Group created specifically for the Terra-VOICE DID Package numbers. Inbound paths used for the Terra-VOICE DID Package call-back feature are separate from regular SIP Long Distance paths and from regular SIP Inbound DID paths.

• Alternatively, the Customer can request that a specific DID be terminated instead to an ANI (DID/POTS line) or Toll-Free Number. Calls terminated to a DID/POTS line are billed at XCg 0.05/min for local calls and XCg 0.45/min for Interinsulaire calls (based on Originating and Terminating ANI). There is no per minute charge for calls routed to a Toll-Free number.

• Please note the following:

• No Directory Listing service is offered.

• No Caller ID (CNAM) Delivery is offered. When the Customer makes an outbound call no CNAM is available and therefore no Caller ID Name will be displayed by Terra Controls to the recipient of the call.

• Only new DIDs will be assigned. No porting of existing DIDs is permitted.

• DIDs are pre-arranged in a package and cannot be requested or changed by the Customer.

• Terra Controls cannot guarantee that a DID will be available in all Area Codes and each Area Code is subject to availability at the time the order is placed.

• Terra Controls will not allow Customer to fill in the Hardcode ANI Table with an Originating Area Code or Custom Number which is in the same state or area code as the Terminating Area Code.

• Each Terra Controls Fresh Presence DID Package requires a 1-year minimum term commitment and a $1,000 monthly usage commitment (for LD usage only, excluding all monthly recurring charges, non-recurring charges, taxes, fees and surcharges).

• Each Terra-VOICE DID Package includes 5 Channels with 10,000 Inbound minutes per month. If more than 10,000 Inbound minutes are used, the customer will be charged $5.00 MRC for each 2,000 minutes or portion thereof. Additional channels (with accompanying allotments of 2,000 Inbound minutes per month) can be ordered.

• In connection with the Terra-VOICE service, and all Terra Controls services, Customer shall remain in compliance with all applicable laws and regulations, including but not limited to regulations from the Regulatory Authority of Curaçao (RAC) and/or the RAC’s regulations concerning the Local Do Not Call list and Caller ID replacement.

Terra-VOICE - Enhanced

• Terra-VOICE Enhanced randomly assigns a DID for each outbound call. Originating ANI/DID will not be in the same region as the terminating number.

INSTALL TIMEFRAMES AND EXPEDITES

• 90 days for services which utilize a Fast-E circuit, 120 days for services which utilize a Gig-E circuit, 30 days for services which utilize a broadband, wireless or satellite circuit, or 60 days for services which utilize all other circuit types. Actual installation timelines vary by underlying carrier and loop provider and are dependent on multiple factors, including construction requirements, availability of facilities and other variables.

• Paid Expedites: Customer may request an expedite for an additional fee. All expedites must be approved by Terra Controls.

• NOTE: Terra Controls cannot ever guarantee any installation timeframes including paid expedites.

TECH SERVICES

1. Copper/Electrical Demarc Extension - Copper/Electrical Demarc Extensions only apply to DS1 or Fast-Ethernet (Copper Handoff) circuits, and will include up to 2 hours of labor and 10 feet of Cat5e cable. Travel is also included if the customer’s location is within 3 driving kilometers of Willemstad, unless separately quoted otherwise. Additional labor fee: XCg 75 per hour (billed in 15 minute increments). Additional Cat5e cable: XCg 1.50 per meter. Fast-Ethernet (Fiber/Optical Handoff), Gigabit Ethernet, Ethernet over Copper, DS3, Broadband and any other circuit types not listed are all quoted on an Individual Case Basis (ICB). Customer must also sign the Demarc Extension Authorization Form which has the full terms and conditions for Demarc Extensions.

2. Site Survey for Demarc Extension (Required prior to ordering fiber/optical Demarc extensions) - A site survey is a “discovery” of the best path for a Demarc extension, which is a wiring extension from the minimum point of entry (MPOE) to the customer equipment room. Required prior to ordering fiber/optical Demarc extensions. The site survey determines the Scope of Work required for the extension, including coring, drilling, etc., which will help Terra Controls calculate an accurate Demarc extension cost. Includes up to 2 hours of labor. Travel is also included if the customer’s location is within 3 driving kilometers of Willemstad, unless separately quoted otherwise. Additional labor fee: XCg 75 per hour (billed in 15 minute increments). Site Survey will take place during standard business hours: 8 AM to 5 PM Local Site Time, Monday through Friday, except Public holidays. Additional charges for non-standard business hours and expedited Test and Turn up must be quoted and will require pre-approval by the customer. Any cancellation less than 24 hours prior to a Site Survey dispatch will be charged a same-day Cancellation Fee of XCg 300.00 per circuit. Parking charges will be billed at cost. If the installation Field Engineer arrives on site and is turned away by the customer, is denied access to the MPOE or Demarc location or begins the installation and is then instructed by the customer to not complete the installation, a minimum site visit fee of XCg 200 per circuit will still be charged. In such cases, a separate full Site Survey for Demarc Extension fee will be charged if a Field Engineer is dispatched a second time to complete the installation.

3. Test and Turn Up - Terra Controls provides an on-site technician to test the physical circuit, install and configure Terra Controls-supplied hardware and Terra Controls service to make sure that they are performing to specifications. Technician will not configure or test Customer-supplied equipment / Customer Premise Equipment (CPE). Includes up to 2 hours of labor. Travel is also included if the customer’s location is within 3 driving kilometers, unless separately quoted otherwise. Additional labor fee: XCg 75 per hour (billed in 15 minute increments). Test and Turn up will take place during standard business hours: 8 AM to 5 PM Local Site Time, Monday through Friday, except Federal holidays. Additional charges for non-standard business hours and expedited Test and Turn up must be quoted and will require pre-approval by the customer. Any cancellation less than 24 hours prior to a Test and Turn up dispatch will be charged a same-day Cancellation Fee of XCg 300.00 per circuit. Parking charges will be billed at cost. If the installation Field Engineer arrives on site and is turned away by the customer, is denied access to the MPOE or Demarc location or begins the installation and is then instructed by the customer to not complete the installation, a minimum site visit fee of $200 per circuit will still be charged. In such cases, a separate full Test and Turn up fee will be charged if a Field Engineer is dispatched a second time to complete the installation.

4. Managed WiFi On-Site Installation for up to 2 Hours - Terra Controls provides an on-site technician to install and configure Terra Controls-supplied Wi-Fi access points and switches. Includes up to 2 hours of labor. Additional labor fee: XCg 75 per hour (billed in 15 minute increments). Cat5e cable: XCg 1.50 per foot. Cat6 Plenum cable XCg 2.50 per foot. Installation labor time will vary depending on site configuration, size, construction materials, obstructions, distance to access points, and other factors. Technician will not configure or test Customer-supplied equipment / Customer Premise Equipment (CPE). Travel is also included if the customer’s location is within 3 driving kilometers of Willemstad, unless separately quoted otherwise. Managed WiFi On-Site Installation will take place during standard business hours: 8 AM to 5 PM Local Site Time, Monday through Friday, except Federal holidays. Additional charges for non-standard business hours and expedited Managed WiFi On-Site Installation must be quoted and will require pre-approval by the customer. Any cancellation less than 24 hours prior to a Managed WiFi On-Site Installation dispatch will be charged a same-day Cancellation Fee of XCg 300.00. Parking and toll charges will be billed at cost. If the installation Field Engineer arrives on site and is turned away by the customer, is denied access to the installation location or begins the installation and is then instructed by the customer to not complete the installation, a minimum site visit fee of XCg 200 will still be charged. In such cases, a separate full Managed WiFi On-Site Installation fee will be charged if a Field Engineer is dispatched a second time to complete the installation.

5. Physical On-Site Survey for Managed WiFi Design for up to 2 Hours - Terra Controls provides an on-site technician to perform a physical site survey for Managed WiFi Design. Includes up to 2 hours of labor. Additional labor fee: XCg 75 per hour (billed in 15 minute increments). Labor time will vary depending on site configuration, size, obstructions, and other factors (does not include on-site installation which can be purchased separately).. Physical On-Site Survey will take place during standard business hours: 8 AM to 5 PM Local Site Time, Monday through Friday, except Federal holidays. Additional charges for non-standard business hours and expedited Physical On-Site Survey must be quoted and will require pre-approval by the customer. Any cancellation less than 24 hours prior to a Physical On-Site Survey dispatch will be charged a same-day Cancellation Fee of XCg 300.00. Parking and toll charges will be billed at cost. If the survey Field Engineer arrives on site and is turned away by the customer, is denied access to the survey location or begins the survey and is then instructed by the customer to not complete the survey, a minimum site visit fee of XCg 200 will still be charged. In such cases, a separate full Physical On-Site Survey fee will be charged if a Field Engineer is dispatched a second time to complete the survey.

INTERNET

• Internet service is designed for “best efforts” Public Internet access and, while it may be possible to utilize the service for Voice over IP (VoIP) or Video applications, Internet service is not specifically engineered for such applications. Therefore, Terra Controls cannot guarantee, nor will trouble shoot video or voice quality, latency, and jitter issues over Internet service. Terra Controls’s sole responsibility in such cases will be to verify connectivity to the Public Internet. Customer will be responsible for the full term commitment of the Internet service ordered, irrespective of the workability or non-workability of any particular application (other than basic Internet Access) that Customer is trying to use the Internet service for.\

• If the Customer desires to transmit VoIP or Video, Terra Controls offers solutions specifically engineered for such applications. Please discuss these with your sales representative or with a Terra Controls Solutions Engineer.

IPSec VPN Remote Site Access Services

• This product does not provide a connection to the Internet (Internet Connectivity). Internet connectivity must be purchased separately by Customer from Terra Controls or Customer may provide its own existing Internet connectivity.

• Customer will need to provide the static Public WAN IP of the Customer’s Internet Access circuit (to be used as the Customer CPE (Customer Premise Equipment) End Point Address for the IPsec VPN tunnel). This will be requested during Implementation Engineering step.

• Unless customer separately orders an Internet connection and a managed router from Terra Controls, Customer is responsible for supplying their own router and is solely responsible for appropriately configuring VPN (Virtual Private Network) services.

• For customers choosing to utilize Customer Provided Connectivity, in the event of any failure or unsatisfactory performance of Customers connectivity, Terra Controls shall not be responsible for the workability and functionality of the provided service.

• The Customer is required to coordinate with Terra Controls the installation of Terra Controls provided circuits, and each IPSec VPN Remote Access site. Customer networking issues, whether the result of improper network design, equipment issues, or incorrect information supplied to Terra Controls by or on behalf of the customer, or the postponing of number porting or the inability of an underlying provider or local LEC (Local Exchange Carrier) to deliver a particular node for any reason shall not affect acceptance by customer of remaining services and circuits in the Terra Controls provided network and shall not relieve the customer of the obligation to pay for all services, including but not limited to loop and port charges, beginning on the start of service date.

LD SIP TRUNKING SERVICE

• Jurisdictional Rating of Outbound Calls

• For jurisdictional determination of terminating calls, if the originating information (e.g. calling party number) is available (“Origination

Information”), Terra Controls will use that data and the Termination Information within each call record to determine jurisdiction (interstate and intrastate), and will assign each call the applicable rate from Customers rate schedule.

• If the Origination Information is a Toll Free Number, not available, not a valid ANI, or unable to be determined, Terra Controls will consider the call of “Indeterminate Jurisdiction” and the customer’s current physical address on file in Terra Controls’ billing system, as provided to Terra Controls on a standard Terra Controls Services Order Form, shall be utilized for determining the Origination Information for jurisdictional purposes.

• Origination information must be populated in the “From” SIP Header message field for SIP Customers in a 10 or 11 digit format with a valid NPA NXX. Origination information populated in any other field such as the “p-charge info” or the PAI (p-asserted identity) fields will be ignored for rating purposes.

• Jurisdictional Rating of Inbound/Toll Free Calls

• For jurisdictional determination of originating (Toll Free) calls, if the originating information (e.g. calling party number) is available (“Origination Information”), Terra Controls will use that data and the Termination Information (if available) within each call record to determine jurisdiction

(interstate and intrastate), and will assign each call the applicable rate from Customer’s rate schedule. If the Origination Information is not available, not a valid ANI (Automatic Number Identification), a Toll Free Number, or unable to be determined, Terra Controls will consider the call of “Indeterminate Jurisdiction” and will assign intrastate rates based on the location of the terminating ANI.

• In the event terminating information is not available in the call stream, or traffic is terminated via IP, then the customer’s current physical address on file in Terra Controls’ billing system, as provided to Terra Controls on a standard Terra Controls Services Order Form, shall be utilized for determining the Termination Information for jurisdictional purposes.

• Originating ANI Blocking

• Customers that choose to block or restrict the “From” SIP Header message must provide a valid ANI in the PAI field (P-asserted identity field) in order to ensure that calls will complete to terminating carriers. Customers that fail to pass a valid ANI in the PAI field or fail to properly implement PAI on their gateway equipment may not be able to complete calls, and may experience reduced call completion ratios and/or significant call failure. Terra Controls cannot assist customer with PAI implementation on equipment not provided by Terra Controls.

• Passing the PAI field in no way modifies Terra Controls’ Jurisdictional Rating methodology as described above. The information in the PAI field will not be utilized for rating purposes. The PAI field only assists in ensuring that calls are completed by the terminating carriers, and in no way modifies the manner in which Customer shall be billed.

• Faxing, Alarm, Modem, Credit Card Processing, Elevator lines

• T.23 Faxing is supported on Terra Controls’ Long Distance Network. Alarm Lines, Modem Lines, GSM Lines, Credit Card Processing and Elevator Lines are supported on Terra Controls’ Long Distance Network.

LOCAL SIP TRUNKING

• Customer shall be responsible for ensuring that a sufficient amount of bandwidth is available to support the desired number of simultaneous calls and permit the applicable audio compression. Each call employing G.729 audio compression requires approximately 30kbits/sec per call. Each call employing G.711 audio compression requires approximately 100 kbits/sec per call.

MANAGED CONNECTIVITY SERVICE

• Unless specifically identified as Private Managed Connectivity, all Managed Connectivity services may traverse public networks. Managed Connectivity services generally provides two (2) Classes of Service, one of which is classified as Best Efforts.

WIRELESS FAILOVER

• Wireless Failover service is designed for “best efforts” Public Internet access and, while it may be possible to utilize the service for Voice over IP (VoIP) or Video applications, Wireless Failover service is not specifically engineered for such applications. Therefore, Terra Controls cannot guarantee, nor will trouble shoot video or voice quality, latency, and jitter issues over Wireless Failover service. Terra Controls’s sole responsibility in such cases will be to verify connectivity to the Public Internet. Customer will be responsible for the full term commitment of the Wireless Failover service ordered, irrespective of the workability or non-workability of any particular application (other than basic Internet Access) that Customer is trying to use the Wireless Failover service for.

• For Customers choosing to utilize Customer Provided Connectivity, Customer must provide an available public static IP, and is responsible for extending and delivering the Customer Provided Connectivity to the Terra Controls provided router.

• Terra Controls is not responsible for loss of business profits or any other financial implications due to failure of Wireless Failover service performing properly. Refer to Terra Controls SLAs (Service Level Agreements) for Terra Controls service level commitments.

MPLS

• The Customer is required to coordinate with Terra Controls to install the hub site first, with each remote site to follow. Billing will begin individually on each node no later than five (5) business days after the Circuit Ready Date, regardless of the status of any other nodes, and regardless of whether the circuit is actually turned up or utilized at that time. “Circuit Ready Date" is the date the Customer’s circuit is active, as notified by the underlying provider. Inability of an underlying provider or local LEC (Local Exchange Carrier) to deliver a particular node for any reason shall not affect acceptance by customer of remaining nodes in network.

• Customer has reviewed Terra Controls’ SLA (Service Level Agreement) for MPLS service and understand that, amongst other measures, the Terra Controls MPLS Network Average Round-Trip Latency shall be eighty (80) milliseconds or less for round-trip packet transfers between selected Terra Controls Core POPs (Points of Presence) on the MPLS Network averaged over a calendar month, as measured by Terra Controls. An Terra Controls Core POP is defined as a location where Terra Controls maintains its core Cisco® routers. Please review complete SLA for further details.

• In the event the MPLS Network utilizes multiple underlying providers, the traffic will be routed through Terra Controls’ closest gateway POP, which may result in additional latency.

• MPLS Services require a minimum of 2 locations in order to assign a dedicated VRF (Virtual Routing and Forwarding)/VLAN (Virtual Local Area Network)/CUG (Closed User Group). Customer may also choose to utilize MPLS to connect a single node to Terra Controls’ Cloud Communication services. In such a case, the MPLS connectivity will utilize a shared VRF/VLAN/CUG to/from Terra Controls’ Cloud Communications infrastructure.

MULTI-CLOUD CONNECT

• Multi-Cloud Connect speed cannot exceed the Connectivity speed, or SD-WAN in-tunnel bandwidth. Not available with wireless connections. For Internet or Managed Connectivity circuits, Multi-Cloud Connect is only available on Terra Controls IP connections.

TERRA CONTROLS PREPAID BILLING ADDENDUM TO SERVICE AGREEMENT

• As part of the provision of Services by Terra Controls, Inc., Customer agrees to prepay for all Service toll and applicable taxes. Customer shall make an initial payment to account prior to establishment of service equal to at the 30 Day bundle package price, as well as the first month of any Monthly Recurring Charges, plus any Non-Recurring Charges.

• Minute Bundle usage shall be monitored on a daily basis and deducted from Customer’s account balance. Terra Controls will make reasonable efforts to provide a courtesy notice to Customer when Customer’s balance appears to near depletion. However, it is the Customer’s sole responsibility to ensure that Customer maintains sufficient funds on account for all services utilized by Customer.

• Customer further acknowledges call records may be delayed in processing and that monthly recurring charges, surcharges and taxes may not be billed and/or computed until a later date. Nothing in this agreement shall relieve Customer of liability for all valid charges billed by Terra Controls, whether or not such billing occurred at a later date, or before or after Customer’s Account Balance became negative.

• Customer agrees and understands that Service may be suspended at any time without notice in the event that Customer’s balance on account becomes negative. Further, prior to re-establishment of service, Terra Controls may require additional deposits and/or security in the event Customer allows its Account Balance to become negative.

• Payment shall be solely by wire transfer or Credit/Debit Card. ACH/EFT (Electronic Funds Transfer), Cash, Money Orders, Cashier’s Checks or Personal/Corporate Checks will not be accepted for payment. Credit /Debit Card transactions are not accepted for transactions totaling more than XCg 25,000 in any individual calendar month. Further, in the event that any credit/debit card payment is disputed or refused by originating bank, Terra Controls reserves the right to require that all future transactions be instituted by wire transfer only.

• Each week, an estimated statement of usage shall be faxed, e-mailed or provided online to the customer and shall be considered received for a) email, upon transmission of email, and b) for faxing, upon transmission of fax.

• Further, Customer shall receive from Terra Controls a standard monthly invoice which shall comprise Customer’s entire month’s Service usage, monthly recurring and non-recurring charges, minimum billing charges, and applicable taxes and surcharges.

• Upon termination of service with Terra Controls, Customer may request in writing a return of all funds remaining on account. Terra Controls shall return any outstanding funds on account to Customer within 14 days after generation of the final monthly invoice, upon verification that all services have been terminated, and any outstanding amounts due have been properly invoiced.

• Customer understands and agrees that Terra Controls’ standard monthly invoice represents the final and valid billing statement and supersedes and replaces any prior usage estimate, whether by an electronic system, or by means of the weekly estimated statement.

• In the event that an amount remains outstanding on the estimated weekly statement or the standard monthly invoice, Customer shall pay such statement immediately by wire transfer or credit/debit card.

• Customer’s failure to make payment as set forth herein and to maintain a positive Account Balance at all times will be considered a material breach of the Agreement, and, in such event, Terra Controls, may, immediately and without further notice or liability: (a) suspend Services; b) assess any early termination penalties due, and/or c) terminate this Agreement.

• All services provided to Customer by Terra Controls are governed by the terms of a Service Agreement, which may be found at www.Terra Controls.com/terms and which are incorporated into this Addendum by this reference. This Addendum shall be considered an integral part of the Terms and Conditions of Service agreed to by the Customer.

SD-WAN SERVICES

• Terra Controls and its underlying providers will only utilize lperf or RFC-2544 testing terminating to on-net facilities which are considered industry standards for speed performance testing. Because of additional overhead necessary for transmission protocols and routing, the measured speed will always be less than the rated speed of the connection. Throughput and other testing that includes customer equipment, firewalls and networks may experience further reduction in throughput and will not be considered valid for testing purposes.

• For customers with multiple locations, billing will begin individually on each location no later than five (5) business days after the Circuit Ready

Date, regardless of the status of any other locations, and regardless of whether the circuit is actually turned up or utilized at that time. “Circuit Ready Date” is the date the Customer’s circuit is active, as notified by the underlying provider. Inability of an underlying provider or local LEC (Local Exchange Carrier) to deliver a particular location circuit for any reason shall not affect acceptance by customer of remaining nodes in network.

• SD-WAN Services are “best effort” and are not subject to service levels or outage or other credits. For the avoidance of doubt, Terra Controls shall not be liable for any interruption or failure of web links or sites, voice services utilizing such SD-WAN service, hostile network attacks, denial of service attacks, or failure of the Internet generally. Due to SD-WAN being a “best effort” service, problems or non-workability of SD-WAN, or any services used in conjunction with SD-WAN (including but not limited to Voice, Internet, etc.) will not give the Customer cause to terminate any services (including SD-WAN) with Terra Controls without paying an Early Termination Liability.

• Terra Controls does not monitor third party circuits which use Dynamic IP addresses.

• DDoS Mitigation service only affects internet traffic utilizing Terra Controls SD-WAN service with a Terra Controls in-tunnel public IP address.

• Please consult your Order Form for the maximum hardware throughput (up and down combined) of your Terra Controls SD-WAN device. If the combined capacity of the circuits connected to the SD-WAN device, whether Terra Controls provided or third party, exceed the maximum throughput, the customer may experience service degradation including, but not limited to, packet loss, increased latency and jitter and voice quality issues.

• For global shipping, shipping costs are estimated and will vary to include Customs fees, storage, taxes, and any other applicable fees required to release the shipment to the receiving location (in aggregate, “Shipping Fees”). These fees are in addition to Terra Controls’s shipping cost for hardware and are required to be paid by the receiving location to UPS/international shipping company in order to receive the shipped hardware. Expedited shipping additional.

DDOS MITIGATION

• In the event of a DDoS (Distributed Denial of Service) attack on the Terra Controls Network or a Terra Controls Customer, Terra Controls service may be impacted, until mitigated, even if Customer is not the recipient of said DDoS attack.

VOICE SERVICES

• Customer must provide a complete list of all numbers to be ported, including all non-voice lines, such as fax machines, alarm lines, modems, etc. Numbers omitted from the list may result in those numbers not being ported at the time of implementation. Terra Controls will attempt to retrieve

Customer Service Records (CSRs) from Customer’s prior carrier(s), but cannot guarantee such. If requested, Customer agrees to provide Terra Controls with complete CSR’s.

• Faxing: General, standard use faxing is supported; however VOIP (Voice over IP) services are not designed to support extremely heavy fax applications such as: fax blasting, fax aggregation systems, continuous and consistent high volumes of faxing, or a high volume of long faxes over 10 pages. Optimal results are achieved by connecting fax lines directly to an FXS analog port on Terra Controls provided equipment. Customer may be required to make adjustments to internal wiring to connect faxes to FXS ports.

• VOIP services are not recommended for, and may not properly support:

• Alarm lines

• Elevator lines

• Analog Credit card processing machines

• Analog Modems

• Use of services for such applications are solely at customer’s own risk.

• This product may not be utilized for:

• Auto dialers

• Predictive dialers

• Telemarketing applications

• For Terra Controls voice services provided with Managed Connectivity or MPLS: Service provided to remote users is on a best-efforts basis. Terra Controls is unable to troubleshoot LAN (Local Area Network)/Connectivity/Voice Quality issues for remote users utilizing connectivity that is not provided by Terra Controls.

• For Terra Controls voice services utilizing Customer Provided Broadband: Terra Controls will not trouble shoot customer voice quality, jitter, latency, etc.

issues over Customer Provided Access, including any issues related to connecting via modems and routers provided by other providers. Customer should contact their Internet Service Provider (ISP) for assistance with these issues.

• Customer is responsible for proper operation of customer’s network, including all internal cabling, switches, routers, firewalls and servers. Terra Controls will not troubleshoot or configure customer’s network.

• Inbound calls forwarded or transferred by Customer to an external number will be subject to Local or Long-Distance charges for the outbound leg of the call.

• If Customer’s seat/trunk/line pricing is at a Zone 1 rate and Customer requires DIDs or Numbers in a Zone 2 area, Customer will be required to pay Zone 2 pricing for all of their seats/trunks/lines.

WIRELESS CONNECTIVITY REQUIREMENTS

• The actual bandwidth that can be delivered using wireless service will not be determined until the time of service installation. Actual upstream and downstream speeds may be lower due to various factors including but not limited to network and Internet congestion, wiring inside Customer’s location, equipment and computer configuration, and the speed of web sites accessed on the Internet. Performance levels, including but not limited to transmission rate, throughput, and packet loss, are not guaranteed or warranted in any way, nor shall Terra Controls be required to provide credits, refunds, or other remedies with respect to performance levels, service quality, or the like.

• All Terra Controls Broadband and Wireless Services (including, but not limited to 4G LTE/ 5G SA , Asymmetrical Ethernet, and FTTX) are a “best efforts” service and are not subject to service levels or outage or other credits. For the avoidance of doubt, Terra Controls shall not be liable for any interruption or failure of web links or sites, voice services utilizing such broadband service, hostile network attacks, denial of service attacks, or failure of the Internet generally.

• Wireless connectivity, QOS (Quality of Service), and reliability are determined by (including but not limited to) signal strength, location, and wireless speed, and as such could affect voice quality and the number of voice lines that may be used with such connectivity.

• Pooled Plans include a Wireless Router, a SIM/ eSIM card, and access to a Cloud Management Platform. In the event customer exceeds the monthly pooled data usage threshold (the pooled data usage threshold is calculated as the Data Bundle amount listed in the plan name which is then pooled across all customer locations which have a Pooled Wireless Plan), Customer will pay overage fees in the amount of XCg 25 per 1 GB of data usage, billed in 1 GB increments. Pooled Plan connections are intended to be used for Customer’s official business use only. Pooled Plans are not intended for use with streaming video, streaming audio, web hosting and public or guest Wi-Fi. In cases of non-standard usage or excessive usage, Terra Controls reserves the right to disconnect or move Customer to another Wireless Plan. Data speeds for each plan are maximum data speeds, are not guaranteed and are subject to network availability and signal strength at the location of the equipment utilizing the Pooled Plan service; actual speeds may be slower. Pooled Plans are available on the AT&T owned network in the U.S. For specific location availability please visit the TerraMobile Coverage Maps. Minimum of XCg 500 MRC per account.

• Non-Pooled Plans (Wireless Broadband) include a Wireless Router, a SIM card, and access to a Cloud Management Platform. In the event customer exceeds the monthly plan data usage threshold (the data usage threshold is equal to the Data Bundle amount listed in the plan name), Customer will pay overage fees in the amount of XCg 40 per 5GB of data usage billed in 5GB increments. For the TerraMobile 5G Unlimited Plans, in the event 5G is not available at Customer's location, Customer will utilize 4G (subject to Data Usage threshold) until such time as 5G is available. Specifically for plans (25/25 Mbps, 50/50 Mbps, 100/100 Mbps) utilizing the TerraMobile’s network, after a data throttling threshold on a line has been met in a given monthly billing period (25/25 mbps=100 GB, 50/50 mbps=125 GB, 100/100 mbps=175 GB), Terra Controls may slow the data on that line during periods of network congestion for the remainder of that monthly billing period. Non-Pooled Plan connections are intended to be used for Customer’s official business use only. Non-Pooled Plans are not intended for use with streaming video, streaming audio, web hosting and public or guest Wi-Fi. In cases of non-standard usage or excessive usage, Terra Controls reserves the right to disconnect or move Customer to another Wireless plan. Data speeds for each plan are maximum data speeds, are not guaranteed and are subject to network availability and signal strength at the location of the equipment utilizing the Non-Pooled Plan service; actual speeds may be slower. Non-Pooled Plans are available on the TerraMobile’s owned networks in Curaçao , The Netherlands & The U.S. For specific location availability please visit the AT&T,T-Mobile & KPN Coverage Maps. Minimum of XCg 500 MRC per account.

WIRELESS NUMBER BLOCKING

• Terra Controls is not responsible for any failure to block calls to wireless numbers; this service is on a best-efforts basis.

ADDITIONAL TERMS AND CONDITIONS FOR USE OF THE XCaaS by 8x8 SERVICE OFFERED BY TERRA CONTROLS (“ADDITIONAL TERMS”)

6. GENERAL TERMS

1. General Terms of Service. Customer is entering into an Agreement with Terra Controls from/through which Customer orders the 8x8 Ordered Products. This Agreement is a) solely between Customer and Terra Controls and (b) in no event shall 8x8 or any of its Affiliates, by virtue of these

Terms or the Agreement, or Customer’s ordering, acquisition, accessing, or use of Ordered Products, (i) be or be deemed to be a party to the Agreement or (ii) have any obligation, liability, or responsibility to Customer or any other party (nor shall Customer or any other party have any right or remedy that may be enforced or asserted against 8x8 or any of its Affiliates by virtue of or under these Terms or the Agreement). Accordingly, Customer agrees that it shall look solely to Terra Controls for the fulfillment of any and all obligations owed to Customer, its affiliates, and/or other related parties under the Agreement and shall not seek to enforce the Agreement or assert or enforce their rights or remedies thereunder against 8x8 or its Affiliates. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CUSTOMER HEREBY RELEASES, DISCHARGES, AND HOLDS HARMLESS 8x8, ITS AFFILIATES, AND THEIR RESPECTIVE PERSONNEL AND PARTNERS (OTHER THAN TERRA CONTROLS) FROM AND AGAINST ANY AND ALL CLAIMS AND/OR LIABILITY UNDER OR WITH RESPECT TO THE AGREEMENT AND/OR THE ORDERED PRODUCTS.

2. Network Requirements. Customer shall be responsible for ensuring that all aspects of the applicable network environment(s) adhere to the applicable standards and requirements specified in applicable documentation and are configured appropriately to its proposed use of the Virtual Office Service.

7. REGIONAL TERMS (INCLUDING THE KINGDOM OF THE NETHERLANDS AND BES ISLANDS)

1. Regional Terms - Applicability and Definitions. These Regional Terms in this Section B shall apply solely with respect to Ordered Products provided to a Customer location (as identified by a physical address specified in the Agreement) (each a “Customer Location”) in the US, The Netherlands , or Curaçao, except to the extent that one or more particular countries or regions are expressly referenced with respect to a provision of these Regional Terms, in which case such provision shall apply solely with respect to Ordered Products, if any, provided to a Customer Location in the referenced country(ies) or region(s)).

2. Numbers and Porting. Subject to the following requirements and limitations, Terra Controls shall support number portability under applicable law for Virtual Office Service that involve telephone numbers (including codes) that are provided to Customer by Terra Controls or its affiliate or partner in connection with such Virtual Office Service (“Terra Controls Numbers”) or telephone numbers that are ported into Terra Controls or its affiliate or partner by Customer in connection with such Virtual Office Service (“Ported-In Numbers”):

a. Availability of Porting – In Curaçao, portability is dependent upon the cooperation of third parties not under the control of Terra Controls and applicable laws and regulations concerning the geographic relevance of local exchange area service, where applicable. Outside of Curaçao, number portability may be unavailable (and thus

Customer may not be able to port numbers into or out of Terra Controls or its affiliate or partner when transferring service to or from Terra Controls or its affiliate) under certain circumstances (e.g., the absence of any porting agreement between Terra Controls or its relevant partner and the relevant carrier).

b. Number Port-Ins – Where Customer wishes to port numbers in to Terra Controls or its affiliate or partner from another provider (the “Donor Provider”), Customer authorizes Terra Controls and the relevant affiliate(s) and partner(s) to have the numbers routed by Terra Controls or such affiliate(s) and partner(s) (instead of the Donor Provider) and to forward appropriate details of Customer’s porting application.

c. Terra Controls Numbers – Terra Controls shall use commercially reasonable efforts to facilitate Customer’s retention of numbers assigned to the Virtual Office Service during the term of the Agreement, provided that Terra Controls Numbers (a) may be changed with reasonable notice to Customer where Terra Controls or its affiliate or partner is so instructed by a regulator or determines in good faith that a third party has a valid claim to such Terra Controls Number(s) or that such change is required under applicable law and (b) shall belong to Terra Controls or its affiliate or partner (as applicable), and not Customer, and Customer shall have no right to sell, dispose, transfer, or keep Terra Controls Numbers.

d. Number Port-Outs – Upon termination of the Agreement or a reduction of services (“Reduction”), Terra Controls shall, at Customer's request, use commercially reasonable efforts to assist Customer to port out the relevant numbers (including both Terra Controls Numbers and Ported-In Numbers), provided that (a) insde of Curaçao, Terra Controls shall have no obligation to port out any Terra Controls Number where such port out would require the porting out of a larger block of numbers and (b) to the extent permitted by applicable law, and except to the extent otherwise expressly agreed in writing by the Parties, Terra Controls may charge, and if charged, Customer shall pay, a reasonable administrative fee for each number ported out or attempted to be ported out. Without limiting the foregoing, in Curaçao, XCg 5.00 per number shall be considered a reasonable administrative fee for such actual or attempted port-outs.

e. Disclosure to Directory Services – Subject to any specific requirements in these Regional Terms, Customer consents to

Terra Controls’s or its affiliate’s or partner’s disclosure of details of its and its Agents’ numbers to organizations that wish to compile directories or directory enquiry services.

3. Data Protection in Curaçao. Subject to the terms of the Agreement and except to the extent otherwise expressly agreed in writing by the

Parties, Terra Controls will handle any “personal information”, as defined as Private, that Customer submits to Terra Controls via any Virtual Office Service provided to a Customer Location in Curaçao (“Curaçao Personal Information”) only in accordance with Terra Controls’s privacy policy that applies to its customers of the SaaS Services (the “Privacy Policy”), or as otherwise permitted or required by law. Terra Controls shall (a) take reasonable steps to protect Personal Information from misuse, interference, unauthorized access, modification, or disclosure and (b) not use Personal Information, except to provide the Services or Ordered Equipment or otherwise perform its obligations under the Agreement; as set forth in the Privacy Policy; or as otherwise permitted or required by law.

8. REGIONAL TERMS FOR THE KINGDOM OF THE NETHERLANDS AND BES ISLANDS

1. Applicability; Service Provider Entity. This Regional Terms in Section C shall apply solely with respect to Ordered Products provided to a Customer location (as identified by a physical address specified in the Agreement) (each a “Customer Location”) for the Kingdom of The Netherlands and the BES Islands.

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2. NL/BES Emergency Calling Notice. Customer acknowledges the notice related to emergency calling set forth below in Section D (Notice Concerning Emergency Calling via Virtual Office Service Provided to Customer Locations in the Kingdom of the Netherlands or the BES Islands), which notice shall apply to any Virtual Office Service.

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3. Numbers and Porting. All provisions of Section (B.2. - Numbers and Porting) above other than those that expressly apply to Curaçao shall apply with respect to Virtual Office Service within the scope of these Terms. In addition, Terra Controls or its partner shall take reasonable steps to ensure that the transfer of numbers and subsequent activation is completed as soon as reasonably practicable in accordance with applicable laws and regulations. Customer acknowledges that the timing of any such transfer can be impacted by certain technical and procedural requirements in relation to number transfers, including, but not limited to, where Terra Controls or its partner needs to secure an agreement with another communications provider relating to number transfers. Unless provided otherwise under applicable law, any delay caused by Customer or any other relevant third party shall not constitute a delay or abuse in porting and shall not give rise to a claim for compensation.

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9. NOTICE CONCERNING EMERGENCY CALLING VIA VIRTUAL OFFICE SERVICE PROVIDED TO CUSTOMER LOCATIONS IN THE KINGDOM OF THE NETHERLANDS AND BES ISLANDS

1. Scope and Application. This notice applies to Virtual Office Service ordered by Customer and provided to a location of Customer (as

identified by a physical address specified in Customer’s Agreement) in The Netherlands (the “NL”) or BES Islands (the “In-Scope Services”).

2. Emergency Numbers. The common emergency access number in the NL (in addition to 999) and BES is 112 (together the, “Emergency Numbers”). Emergency Numbers can be accessed, free of charge, if the In-Scope Services are fully operational and accessed from within the relevant country. Customer acknowledges that the following limitations/requirements may apply:

a. If Customer uses the In-Scope Services outside the country where those part(s) of the In-Scope Services have been expressly provisioned by KPN/TELBO/DIGICEL/FLOW/TELEM to be used (Customer’s “Service Location”), Customer will not be able to call the Emergency Numbers in such Service Location, or such calls may be routed to an incorrect answering point.

b. Any outage (including without limitation an electrical or broadband service outage) of or affecting the In-Scope Services may prevent access to Emergency Number dialing/calling.

c. Customer’s failure to maintain accurate and current account, agent/user, and/or registration information may prevent emergency operators/authorities from identifying the calling party’s location and/or phone number. Only location information of Customer’s primary office as notified to 8x8 (and not extension information) will be provided to emergency services.

d. When Customer dials an Emergency Number, it must promptly and clearly state its location and phone number, as emergency operators and authorities may not have this information. The operator may ask for specific information to correctly transfer the call to a local emergency services department such as police, fire brigade, rescue, coastguard, etc.

e. Emergency operators/authorities may be unable to identify Customer’s phone number in order to call back if the call is unable to be completed or is dropped or disconnected, Customer is unable to communicate its phone number, or the In-Scope Services are not operational for any reason. Emergency operators and authorities may also be unable to hold the line open in the event the calling party hangs up.

10. VIRTUAL OFFICE SERVICE ADDITIONAL USE POLICY

1. Scope of Customer Responsibility. Customer shall be responsible for ensuring compliance with this Policy by the parties specified herein, and any violation of this Policy by any such party shall constitute and be considered a breach hereof by Customer itself. Without limiting the foregoing, Customer shall be responsible and liable for all accessing and/or use of the Ordered SaaS Services or the Terra-VOICE Platform by or on behalf of it, its Agents, or other users of Ordered SaaS Services, other than unauthorized activities resulting from the gross negligence or willful misconduct of Terra-VOICE or its Affiliate or Partner (“Customer Use”).

a. Reasonable Business Use – Ordered Virtual Office Services shall be used solely for reasonable business use, which, in the case of

“unlimited,” “Editions,” or X Series plans, features, or functionalities, shall be limited to three times (3X) the average monthly usage of the same Virtual Office Services by all customers of TerraMobile.

b. Use With Supported Devices – All Customer Use (other than via an 8x8 desktop or mobile application) shall be via equipment then listed as supported by Microsoft Teams (“Supported Devices”) or approved in advance in writing by TerraMobile for such Customer Use. Regardless of any such approval, 8x8 shall have no liability for or obligation to support such Customer Use with/through any equipment that is not a Supported Device.

c. Prohibited Acts – During the Access Period, neither the Customer Parties nor the Agents or other users shall: Trunk or forward any extensions or numbers associated with the Virtual Office Services to a private branch exchange or key system or to other numbers that can process multiple calls simultaneously.

d. Oversight of Agents – Customer shall (i) ensure that each 8x8 Virtual Office Service extension (other than Conference Extensions) and each log-in associated therewith is accessed and used solely by the Agent then-assigned to such extension, (ii) not designate as an Agent any individual over whom Customer lacks sufficient control (contractual or otherwise) to ensure compliance with this Policy or allow any such individual to access or use Ordered Virtual Office Services, and (iii) during the Access Period, instruct, oversee, and train the Agents, other users, and its workforce and Partners as necessary to ensure Customer’s compliance with this Policy.

ADDITIONAL TERMS AND CONDITIONS FOR USE OF SIP2POTS REPLACEMENT SERVICE OFFERED BY TERRA CONTROLS (“ADDITIONAL TERMS”)

Use of SIP2POTS REPLACEMENT service (“Service”) is subject to these Additional SIP2POTS REPLACEMENT Terms of Use (“Terms of Use”). As used in the Terms of Use, “Customer” is the entity that has entered into an agreement (“Customer Agreement”) with Terra Controls to purchase the Service. A “User” is anyone who uses or accesses the Service provided to Customer. Use of the Service by Users is subject to and are governed by the terms of a Master Service Agreement, which may be found at https://www.terra.cw/terms-conditions .Terra Controls Acceptable Use Policy, which may be found at https://www.terra.cw/acceptable-use-policy-aup , or at such other web locations as Terra Controls designates and the Terra Controls Order Form and Term Plan all of which are incorporated into this Agreement by this reference. Terra Controls may suspend or terminate availability of the Service to a User for noncompliance with the Terms of Use.

USE OF THE SERVICE BY A USER IS THE USER’S ACKNOWLEDGMENT AND AGREEMENT TO THE TERMS OF USE.

1. IMPORTANT E911 DISCLOSURES: Use of the Service is subject to important disclosures relating to the availability (or non-availability) of 911 emergency calling.

a. 911 Calling Limitations: Emergency calling (911) may not always be available to Users of the Service. Examples include if: a User’s equipment is relocated; 911 is dialed from a location other than the Registered Location; a Registered Location is not updated in a timely manner; an underlying broadband or WAN connection, or data service is terminated, disrupted or impaired; electrical or battery power is lost to a device or data connection used to access the Service; or Customer or User use originates from outside the United States. As used in the Terms of Use, a Registered Location is the street address, floor location, city, or similar geographic location information that the User (or the Customer on behalf of the User) supplies to Terra Controls as the location where Service is used by a User. The Registered Location is used by 911 public safety agencies to identify the location of a User for emergency purposes.

2. RESTRICTIONS AND LIMITATIONS ON USE: Important restrictions and limitations apply to use of the Service.

a. The Service is designed for individual business-related use only. Customer and Users may not use the Service:

i. in excess of expected of normal business use, which will be determined by Terra Controls at its reasonable discretion;

ii. in a way that interferes with, disrupts, prevents or restricts other Terra Controls customers’ or Users use of the Service or another Terra Controls service; iii. in a way that interferes with or disrupts networks or systems used by Terra Controls for the Service or another Terra Controls service; or iv. to bypass, exploit, or otherwise avoid compliance with the Customer Agreement or applicable law.

b. In connection with use of the Service, Customer and Users may not:

i. copy, modify, create derivative works, translate, reverse engineer, decompile, disassemble, hack, or attempt any of these acts in relation to the Service or any software downloaded, or hardware provided in conjunction with the Service;

ii. defeat, disable, or circumvent any security mechanism (or attempt to do so) associated with the Service; iii. intercept, capture, monitor, modify, emulate, decrypt, or redirect any communication or data transmitted by the Service, including without limitation by causing any Terra Controls service to connect to any computer server or other device not authorized by Terra Controls or in any manner not authorized in advance in writing by Terra Controls;

iv. permit or authorize a third party not authorized by Terra Controls to use or execute any software commands that facilitate the maintenance or repair of any software or hardware that is part of the Service;

v. gain access to, use, or attempt to gain access or use any device, system, network, account, or plan related to the Service in an unauthorized manner; vi. autodial, send automated queries to any website, or send any unsolicited commercial email or facsimiles, or use the Service to violate regulations intended to prevent unsolicited calls, messages (e.g., in violation of the Telephone Consumer Protection Act of 1991); vii. engage in or allow forwarding or trunking of Customer or its User telephone numbers to another telephone number or system for the purpose of multiple simultaneous calls, for call center activities, or similar activities that forward telephone numbers to a private branch exchange or a key system; viii. engage in or allow traffic pumping or access stimulation; or ix. Without written permission from Terra Controls, resell, rent, lend, lease, distribute the Service.

3. SERVICE SPECIFIC PROVISIONS:

a. Availability. Voice calling using the Service is not available in all areas and is subject to transmission, terrain, system, capacity and other limitations. If the Service is used to place a call from a location outside the United States to a telephone number in the United States, that call may be blocked or be subject to international data roaming usage charges under the User’s applicable wireless service plan.

b. Use of Information. Terra Controls and its suppliers may collect information from Users to establish accounts or subscriptions in the systems used to provide the Service. Information collected includes name, address, registered location of devices used with the Service, email and phone number. Terra Controls and its suppliers may also collect service-related information for the purpose of resolving service issues. Customer and Users agree that Terra Controls and its suppliers may access, store, and use information collected as part of providing the Service.

4. TERMINATION: Any license granted under the Terms of Use terminates upon the expiration or termination of the Customer Agreement with Terra Controls. If User fails to comply with the Terms of Use, Terra Controls may upon notice to Customer or User suspend or terminate access to the Service. Upon the termination by Terra Controls, Users will cease use of the Service.

5. DISCLAIMER OF AND LIMITATION OF DAMAGES. Notwithstanding anything to contrary in the Master Service Agreement, the following paragraph limits Terra Controls’ liability to Users.

EXCEPT TO THE EXTENT PROHIBITED BY LAW, UNDER NO CIRCUMSTANCES WILL TERRA CONTROLS, ITS SUPPLIERS OR LICENSORS, OR ANY

OF THEIR OFFICERS, DIRECTORS, EMPLOYEES AND AGENTS, BE LIABLE TO ANY USER OR ANY OTHER THIRD PARTY FOR ACCIDENTS,

PROPERTY DAMAGE, PERSONAL INJURY, DEATH, OR FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, PUNITIVE, SPECIAL OR EXEMPLARY DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE SERVICE OR ANY PURCHASED EQUIPMENT, WHETHER OR NOT THE DAMAGES WERE FORESEEABLE AND WHETHER OR NOT SUCH PARTY WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

WITHOUT LIMITING THE PRECEDING SENTENCE, TERRA CONTROLS’S AGGREGATE LIABILITY TO AN USER FOR ANY CLAIM (WHETHER UNDER

CONTRACT, TORT, STATUTE OR OTHERWISE) WILL NOT EXCEED FIFTY DOLLARS ($50.00). THE LIMITATIONS STATED IN THIS

PARAGRAPH APPLY EVEN IF THE MONETARY REMEDY STATED IN THE PRECEDING SENTENCE FAILS OF ITS ESSENTIAL PURPOSE. THIS SECTION SHALL SURVIVE TERMINATION OF THE SERVICE OR ANY LICENSE GRANTED AS PART OF THE SERVICE.

6. ADDITIONAL TERMS

a. Modification. Terra Controls may modify or amend the terms of the Terms of Use at any time. Use of the Service following the modified or amended Terms of Use is deemed Customer’s and Users’ agreement to the modification or amendment.

b. Survival. Any provision of the Terms of Use, which by its express language or by context is intended to survive the termination of the Customer Agreement or the Terms of Use, will survive such termination and continue to apply as stated.

c. Third Party Beneficiaries. Except as explicitly provided in the Terms of Use or in the Customer Agreement, nothing contained in the Terms of Use is intended to confer upon any person any rights, benefits or remedies of any kind or character.