VAULTN DISTRIBUTION PLATFORM TERMS OF SERVICE

V1.11 (Last updated: 2025-07-14)

These Terms of Service are an integral part and subject to terms of VaultN Terms and Conditions (“T&Cs”), Documentation (as defined under T&Cs) that may be published and amended from time to time by VaultN over Platform (as defined under the T&Cs).

Any term with capitalized initial letter that are not defined herein shall have their corresponding meaning determined under the T&Cs and Documentation.

In case of any conflict between the T&Cs and Documentation, these Terms of Services shall prevail.

You hereby agree to comply with and adhere to the T&Cs, the Documentation and these Terms of Services in order to benefit from the Distribution Platform Services hereunder.

Article 1 – Definitions

Product Information Platform Terms of Service

refers to the Terms of Service related to the Product Information Platform which will be concluded between You and VaultN for product catalog and Metadata management services.

Collection Terms of Service

refers to the Terms of Service related to the Collection Platform which will be concluded between You and VaultN for Collection Services.

Distribution Services

Refers to the services provided by VaultN under these Terms of Services that allows You to transfer, distribute and receive Digital Inventory to or from Connections, create, and manage your Vaults, distribution network and also issue and replicate restrictions of distribution rights and other terms.

Distribution Terms

refers to the distribution terms including the short form and the subsequent provisions thereof which are provided by VaultN as a template agreement to be concluded with you and the respective Connection.

Publisher

Refers to You or Your Connection who is a publisher or the owner of the rights to sell or distribute any Digital Inventory to Retailers.

Retailer

Refers to You or Your Connection who is a retailer, a distributor, a sub-retailer or a sub-distributor of Digital Inventory that is obtained from a Publisher where You or Your Connections sell and distribute such Digital Inventory to end-users.

Insertion Fee

Refers to the Charge applied for inserting a Digital Inventory.

Transfer Fee

Refers to the Charge applied for transferring a Digital Inventory.

Extraction Fee

Refers to the Charge to the Retailer applied for extracting a Digital Inventory

Onboarding / Integration Fee

Refers to a Charge applied for the setup of Your Vault.

On-Demand Transfer Fee

Refers to the Charge applied only to the Publisher for an Extraction of Digital Inventory by a Retailer and the connected transfer of the Inventory to the Retailer.

Order

Refers to an order, a keyless order, or a reservation placed by a Retailer for the authorization and fulfilment of a sale of Digital Inventory from a Publisher.

Order Fee

Refers to the Charge applied to an Order placed by a Retailer.

Payment Confirmation

Refers to a notification indicating that the fund transfer for the specific extraction or on-demand transfer has been initiated by the respective payment provider on behalf of You or Your Connection, in line with the terms of the Collection Platform.

Article 2 - Scope

The scope of these Terms of Services is the provision of the Distribution Services by VaultN to You through the Distribution Platform and the payment of the Charges set out under the Plan.

Article 3 - VaultN’s Role in Orders through the Platform

3.1. VaultN operates a Distribution Platform enabling Digital Inventory to be transferred between Publishers and Retailers, and if so configured to be sold between You and Your Connection. VaultN is acting as a technology Platform, marketplace and matchmaking facilitator, in a role strictly limited to, acting as an intermediary and providing a matchmaking facilitation and a platform where You engage with Your Connections for transactions. Any of those transactions require an Order being placed by You or your Connection in order to be processed. VaultN does not own, manage, or assume responsibility for the Digital Inventory exchanged or sold via the Distribution Platform. You are solely responsible for setting the prices of Your Digital Inventory and ensuring its availability to Your Connections. VaultN does not participate in the ownership, negotiation or the sale of the Digital Inventory. All responsibilities related to the pricing, quality, and compliance of the Digital Inventory, rest exclusively with You.

3.2. VaultN does not examine, evaluate, or warrant the offerings of any such businesses or individuals, nor does it guarantee the content of Digital Inventory. Unless explicitly stated otherwise in the T&Cs and Documentation, VaultN does not assume any responsibility or liability for the actions, products, or content of these or any other Connections. When You interact with a Connection, VaultN may share information related to those transactions with that Connection.

3.3. VaultN allows You to list and sell your Digital Inventory on the Distribution Platform. In each case, this is clearly indicated on the relevant Digital Inventory page. While VaultN facilitates transactions carried out on the Distribution Platform, VaultN is neither the buyer nor the seller of the items being exchanged. Instead, VaultN provides a venue for You to connect with other Connections, replicate and set out Your engagement with such Connections either over the Distribution Terms or other agreements to be concluded between You and Your Connections, and eventually complete transactions. Accordingly, the relationship formed at the conclusion of a sale is exclusively between You and the Connection involved in the transaction. VaultN is not a party to this contract, does not assume any liability arising from it, and does not act as an agent for either Publisher or the relevant Connection.

3.4. Unless explicitly stated otherwise, You are responsible for Your transactions, including handling any claims or issues that arise out of or in connection with Your agreements with Your Connections. Ownership and risk associated with the product shall transfer to the Retailer upon completion of the transfer.

Article 4 - Collection and Refund

4.1. In case You are a Publisher:

4.1.1. Provided that You and the relevant Retailer accept Collection Services under the Collection Platform Terms of Services, VaultN may initiate the collection process for the Digital Inventory sold. In this case, payments from the relevant Retailers will automatically be collected and then made available to You via the Collection Platform using Payment Service Providers. You may then withdraw the aggregated funds to Your designated bank account in accordance with the terms of the Collection Platform and the terms of the relevant Payment Service Providers which you will accept and comply with in order to use Collection Services.

4.1.2. After You receive Payment Confirmation, You are obligated to transfer the Digital Inventory for which VaultN has initiated the Collection Services through the Collection Platform with the relevant Retailer. You hereby agree that VaultN shall not be obligated to forward you any payment for any Digital Inventory not transferred and delivered to the Retailer and that the Retailer shall be entitled to cancel the order of any Digital Inventory prior to its delivery. If, for any reason, You failed to transfer and deliver any Digital Inventory that you received the payment for, You hereby accept and undertake to refund any amounts that you received for the Digital Inventory that is not transferred and delivered to the Retailer. You may also be liable for any damages incurred by the Retailer due to such failure to transfer and deliver paid Digital Inventory based on the terms between you and the Retailer. In all cases, you shall not hold liable for any Digital Inventory that You have failed to transfer and deliver.

4.2. In case You are a Retailer:

4.2.1. Provided that You and the relevant Publishers accept Collection Services under the Collection Platform Terms of Services, payments for the Digital Inventory that You purchased from Publishers will be automatically collected and the funds will be forwarded to the relevant Publisher. In this case, payments to the relevant Publishers will automatically be collected and then made available to the Publishers via the Collection Platform using Payment Service Providers.

4.2.2. If any of the Digital Inventory You already paid for has not been delivered, You may request refunds or cancel Orders. Such refunds may be processed through the same API by canceling the corresponding reservation or Order. Fulfilled Orders, however, may only be accepted for return or refund by the Publisher, subject to the terms outlined in the Connection Settings and/or as defined under the terms between the You and the Publisher. You hereby accept and undertake that VaultN shall not be liable for any issue related to the delivery or transfer of Digital Inventory and that the Publisher is the only addressee for any issues related thereto.

Article 5 – Charges by VaultN

5.1. For the setup of your Vault, an Onboarding/Integration Fee as determined under your Plan shall be charged to You by VaultN.

5.2. For each Digital Inventory you insert to your Vault, an Insertion Fee as determined under your Plan shall be charged to You by VaultN.

5.3. Upon any complete and successful transfer of any Digital Inventory to or from Your Connection, a Transfer Fee shall be charged to either You or Your Connection depending on the Connection Settings by VaultN. In the event that Your Connection subsequently transfers the Digital Inventory to another Connection, additional Transfer Fees may be collected from Your Connection for those transfers.

5.4. Upon any completed and successful Order (API) or Extraction (UI), VaultN shall either charge an Extraction Fee to the Retailer or an On-Demand Transfer Fee to the Publisher, depending on the Connection Settings. An Order Fee shall also apply to the Retailer.

5.5. The Extraction Fee shall be based on the net sale value of the Digital Inventory or the net royalties due to the Publisher, whichever is superior. The On-Demand Transfer Fee shall be based on the net royalties received by the Publisher for the sale of the Digital Inventory.

5.6. Other actions may cause additional Charges as determined in your Plan.

5.7. Charges are not associated with the Digital Inventory itself but are related to the provision of the Distribution Services and in return for the Distribution Services. You will be required to pay Charges as reflected in your Plan.

5.8. The Charges will be payable as per the payment terms under the T&Cs. If You are using VaultN’s Collection Platform, You hereby accept that any Charges due in return of Distribution Services will be deducted from the amounts collected through Collection Services.

5.9. If You use Product Information Platform directly connected to the distribution of Digital Inventory using the Distribution Services, Product Information Services shall be provided to You without the requirement of paying any additional Charges for Product Information Services, unless otherwise specified in your Plan.

5.10. Article 5.9. does not apply to additional services provided under Product Information Platform and the details of additional Charges must be paid according to the Plan. Details of Product Information Services are provided under the Product Information Terms of Services.

v1.11 as of 2025-07-14 / 1

COLLECTION SERVICES TERMS OF SERVICE

V1.00 (Last updated: 2025-03-26)

These Terms of Service are an integral part and subject to terms of VaultN Terms and Conditions (“T&Cs”), Documentation (as defined under T&Cs) that may be published and amended from time to time by VaultN over Platform (as defined under the T&Cs).

Any term with capitalized initial letter that are not defined herein shall have their corresponding meaning determined under the T&Cs and Documentation.

In case of any conflict between the T&Cs and Documentation, these Terms of Services shall prevail.

You hereby agree to comply with and adhere to the T&Cs, the Documentation and these Terms of Services in order to benefit from the Distribution Platform Services hereunder.

Article 1 – Definitions

1. Scope and Use of the Service

1.1. The Collection Services is an optional Add-On in addition to the Services provided by VaultN upon the Your explicit request. 1.2. VaultN acts solely as an intermediary to facilitate the collection of payments from Retailers to Publishers through a Payment Service Provider. VaultN does not provide payment processing services directly but relies on Payment Service Providers. 1.3. You agree to comply with all applicable laws, regulations, and policies of both VaultN and the Payment Service Provider. The Collection Services will not be provided to You unless you accept and comply with the terms of the Payment Service Providers. 1.4. You shall provide all necessary information and documentation required by VaultN and the Payment Service Provider to facilitate the Collection Service.

2. Authorization of VaultN

2.1. You hereby authorize VaultN in the following matters:

• To receive and transfer your instructions related to Collection Services and Charges to the Payment Service Provider;
• To automatically and initially collect any Charges due and owed to VaultN from any amounts that would be transferred to You due from Collection Services.

3. Fees and Commission

3.1. VaultN shall receive Charges as reflected in your Plan for the Collection Service, which will be deducted from the collected amounts before remitting the funds to the You or to Your Connections. VaultN shall not be liable for not being able to remit to You or to your Connections, in case You owe VaultN Charges and these are deducted from the collected amounts. 3.2. VaultN shall not be obligated to issue invoices related to the payments of the Digital Inventory collected automatically through the Collection Platform from your Connections and forwarded to You. VaultN shall only issue invoices for the Charges you owe to VaultN and it is Your responsibility to issue proper invoices to your Connections.

4. Refund Requests

4.1. Refund requests shall be subject to the terms of the relevant Publisher applicable to refunds. VaultN does not have any discretion or responsibility related to refund requests. Refund requests will only be carried out if the relevant Publisher accepts the refund request. 4.2. In case You, as a Retailer, request a refund for any reason and provided that such refund request is accepted by the relevant Publisher, You will receive a credit that You can use with that Publisher against future Collections, unless you specifically ask to be refunded. In case of a refund, You hereby agree that You may not receive the complete amount that was collected, but that eventual Charges applied by the respective Payment Service will be deducted from any such returns.

5. Licensing

5.1. VaultN does not hold, own, or possess any licenses for the Collection Services provided under these Terms. The Collection Service is facilitated exclusively through Payment Service Providers that are licensed to perform such financial transactions. 5.2. You acknowledge and agree that all payment processing are provided by third-party entities that are independently licensed and regulated. VaultN shall not be held liable for compliance or regulatory matters related to the licensing of the Payment Service Providers. 5.3. You agree that any issues or claims related to licensing, compliance, or regulatory matters must be directed solely to the Payment Service Providers, and not to VaultN.

6. Limitations of Liability

6.1. VaultN does not guarantee the successful collection of any payments from Retailers.VaultN’s obligation to remit payments to Publishers is strictly limited to the amounts successfully collected from Retailers, minus any Charges. 6.2. In the event that payments cannot be collected from Retailers, VaultN shall have no liability to You or Publishers for such amounts. 6.3. VaultN shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to these Terms.

7. No Liability for Third-party Actions

7.1. The Company shall not be responsible or liable for any actions, omissions, errors, delays, or failures of the Payment Service Provider. 7.2. All claims, disputes, or issues related to payment processing must be directed solely to the Payment Service Provider. 7.3. You agree to indemnify and hold harmless VaultN from any claims, losses, or damages arising out of or related to the actions or omissions of the Payment Service Provider

v1.00 as of 2025-03-26 / 1

PRODUCT INFORMATION TERMS OF SERVICE

V1.01 (Last updated: 2025-03-26)

These Terms of Service are an integral part and subject to terms of VaultN Terms and Conditions (“T&Cs”), Documentation (as defined under T&Cs) that may be published and amended from time to time by VaultN over Platform (as defined under the T&Cs).

Any term with capitalized initial letter that are not defined herein shall have their corresponding meaning determined under the T&Cs and Documentation.

In case of any conflict between the T&Cs and Documentation, these Terms of Services shall prevail.

You hereby agree to comply with and adhere to the T&Cs, the Documentation and these Terms of Services in order to benefit from the Distribution Platform Services hereunder.

Article 1 – Definitions

Article 2 - Scope

The scope of these Terms of Services is the provision of the Product Information Services by VaultN to You through Product Information Platform and the payment of the Charges set out under the Plan.

Article 3 - VaultN’s Rights and Obligations

3.1. VaultN shall provide You with the Product Information Platform for You to create, manage, store and synchronize product details, assets and Metadata related to the Digital Inventory, create, edit, obtain and store a Product Catalog. Product Information Services are offered by VaultN as a Service. 3.2. The operation of the Platform and the provision of the Product Information Services are subject to the terms under the SLA. VaultN shall not be liable from scheduled, routine and extraordinary maintenances and downtime unless otherwise is stated in the SLA. 3.3. VaultN has the right to charge You Charges as reflected in your Plan in exchange for the Product Information Services provided.

Article 4 – Your Rights and Obligations

4.1. You hereby agree to input only information that You own or have the right to use on the Product Information Platform and undertake not to upload any unlawful content. VaultN has no liability with regards to any data uploaded by You. 4.2. You hereby agree that VaultN may suspend the distribution of any Metadata for which a claim of copyright infringement is raised by a third party. Additionally, you hereby agree that VaultN may delete the entirety of the related Metadata in case any claim of infringement is validated. You waive any right you may have related to the application of this Section 4.2, and You will hold VaultN free from any liability and will compensate any damage that VaultN may incur due to an infringement claim by third parties related to any Metadata. 4.3. You are obligated to pay the Charges fully and on time in exchange for the Product Information Services provided by VaultN. 4.4. You have the right to use Product Information Services, including but not limited to creating, managing, and synchronizing product details and Metadata related to the Digital Inventory, creating, editing, and managing your Product Catalog on the Product Information Platform. 4.5. You hereby accept responsibility for any issues arising from the use of the Product Information Platform or any claims by third parties regarding violations of their rights and undertakes to indemnify VaultN against any such claims as further determined under the T&Cs.

Article 5 –Charges and Payment

5.1. In return for the Product Information Services, you will be required to pay Charges as reflected in your Plan. 5.2. The Charges will be payable as per the payment terms under the T&Cs. If you are using VaultN’s Collection Platform, you hereby accept that any Charges due will be collected from You automatically. 5.3. If You use the Product Information Services in combination with the Distribution Service, the Product Information Services shall be provided to You without the requirement of paying any additional Charges provided that such Connection is using the respective endpoints over the Distribution Service and is not using public endpoints or performs Externalization.
5.4. The service of Externalization of data, including data export or making product information available to non-VaultN accounts (e.g., via RSS feeds or APIs), shall be subject to additional Charges which will also be reflected in the Plan.

v1.01 as of 2025-03-26 / 1

VAULTN SERVICE LEVEL AGREEMENT

V2.00 (Last Updated: 2025-03-07)

This Service Level Agreement ("SLA") documents the technical and service-level related terms with respect to the VaultN Platform, Services and Add-Ons for your Account, the maintenance of the VaultN Platform, Services and Add-Ons the support services to be provided with respect to the VaultN Platform, Services and Add-Ons and the agreed standards to which the maintenance and support will be provided.

This SLA forms an integral part of the T&Cs, Terms of Services, Terms of Add-Ons and Documentation.

Terms not defined herein shall refer to their meanings in the T&Cs, Documentation, Terms of Services and Terms of Add-Ons. In case of discrepancy between the terms in the T&Cs, Terms of Services and Terms of Add-Ons, Documentation and this SLA, this SLA shall prevail.

You hereby accept the terms of this SLA upon your acceptance of the T&Cs, Terms of Services and or Terms of Add-Ons.

Certain Service Level Indicators and/or Service Level Objectives hereunder may only be applicable for specific Services and Add-Ons. These will either be specified hereinafter or will be mentioned on the VaultN Platform.

Definitions

The followings terms define their corresponding meanings herein if they commence with capital letter within the text of this SLA. Any term not defined herein shall bear the meaning they are given under the T&Cs:

KPIs AND METRICS

• Availability (A):
  • Definition: Although not directly represented as a variable in the formula, it is the complement of Downtime. Downtime shall be reduced for the periods of unavailability due to Exceptions.
  • Calculation: A = 1 – D
  • Purpose: Availability is a core operational KPI that underpins the downtime fraction. High availability leads to lower downtime and thus lower or no compensation.
• Downtime Fraction (DF):
  • Definition: The percentage (or proportion) of the total quarterly period during which the service was unavailable.
  • Calculation: DF = Total Downtime (hours) / Total Available Hours in the Quarter
  • Purpose: This KPI directly reflects the reliability and availability. A lower Downtime Fraction indicates higher quality and availability.
• Normalized Downtime Factor (NDF):
  • Definition: The Normalized Downtime Factor (NDF) is a simple measurement that shows the Downtime fraction (DF) applicable to Your Availability Threshold. For Availability Treshold of 99%, when DF is exactly 1% (0.01), NDF = 0, and when DF is at 5% (0.5), NDF = 1. Any value in between scales linearly. This makes it easy to see at a glance how severe the Downtime is within that defined range.
  • Calculation: NDF = (DF − 0.01)/0.05
  • Purpose: By normalizing Downtime into a simple 0-to-1 factor, NDF provides a consistent basis for scaling compensation or other performance-based adjustments proportionally within the defined Downtime range.
• Average Monthly Charges (AMC):
  • Definition: The average of the monthly Charges You actually paid to VaultN based on Your Plan during the quarter preceding the occurrence of the Defect.
  • Calculation: AMC = (Total Charges paid during a quarter) / 3
  • Purpose: This metric serves as the base value from which Compensation is calculated. The Compensation amounts are expressed as a fraction or percentage of these average charges.
• Compensation Tiers / Thresholds:
  • Definition: Predefined Downtime thresholds (e.g., 1% or 5%) that trigger different compensation rates or caps.
  • Purpose: These tiers create a structured, predictable, and enforceable relationship between service performance (downtime fraction) and the resulting compensation. They are not strictly performance indicators but serve as key reference points or milestones that determine different levels of financial responsibility.
• Maximum Compensation (MC):
  • Definition: The maximum Compensation that You would be eligible under this SLA.
  • Calculation: MC = 0.5 x AMC

SEVERITY LEVELS AND RESPONSE TIME BASED ON ACCOUNT TYPE

SERVICE LEVEL AND OBJECTIVES

4.1. Applicability by Account Type

Whether Service Level Objectives (SLO) or Service Level Agreement (SLA) provisions apply shall depend on the specific Account Type as defined under the applicable Plan. VaultN reserves the right to offer differentiated service levels and response times according to the designated Account Type as follows:

• SLO: Starter
• SLA: Premium, Enterprise

4.3. Distinction Between UI and API Access

Defects impacting only the User Interface (UI) and not the overall system availability will be classified at a lower severity unless such defects render the entire system inaccessible.

API-related defects with broader operational impacts or disruptions will be prioritized in alignment with the Severity Level.

4.4. Adjustments to Availability Thresholds

VaultN guarantees the following Availability Thresholds:

• Starter: SLO of 99%
• Premium: SLA of 99%
• Enterprise: SLA of 99.9%

Compensation for Downtime shall only apply if the Availability for the respective account level falls below these thresholds, calculated as per Article 3.

COMPENSATION CALCULATION

Any Compensation referred to hereunder shall be construed as compensation against future Charges. Nothing herein shall be understood as VaultN is obligated to make any actual payment for Compensation calculated under this Article.

For Services and Add-ons, Compensation shall only be applicable in case the Availability of such Service/Add-on is below the Availability Threshold. Compensation shall only be limited to the Services, or Add-ons that are affected by the Downtime and You will not be eligible for Compensation with regards to the Services and Add-Ons that reach Availability of at least 99%.

Other than the Exceptions, the following Compensation method shall be used for damages caused by inability to resolve any Defect after the relevant Resolution Times stated in Article 3 are elapsed.

Compensation Calculation:

*: Calculated after the relevant Resolution Times are elapsed

Example calculation for Compensation:

• Assumed Availability and AMC
  • A = 96% = 0.96
  • AT = 99%
  • AMC: $300
• Step 1: Determine Downtime Fraction (DF)
  • DF =1−A=1−0.96=0.04
• Step 2: Compute NDF
  • NDF = DF−0.01/0.05 = 0.6
• Step 3: Compute MC
  • MC = 0.5 x AMC = $150
• Step 4: Identify the Compensation Tier
  • Since Availability is 96%, the 2nd Compensation tier will be used.
• Step 5: Identify the Formula to be Used
  • 2nd Compensation tier (for A=0.96) is:
    • Compensation = MC x NDF
• Step 6: Compute the Compensation
  • Compensation (for DF=0.04) = $150×0.6 = $90
• Result:
  • For 96% Availability and an AMC of $300, the Compensation would be $90.

For the avoidance of doubt, no Compensation shall be due for an SLO.

EXCEPTIONS

The following are considered as Exceptions to the undertakings under this SLA:

• In case You have unpaid Charges due and invoiced;
• In case no Services, or Add-ons are activated in Your Account;
• Defects caused by use of third-party software, whether authorized or not;
• Defects caused by the hardware through which the VaultN Platform, Services and Add-Ons are accessed;
• Defects caused by the operating software installed on the hardware;
• Defects caused by incompatibility of the VaultN Platform, Services and Add-Ons with any hardware or software used by You , any Main User or any Other Users;
• Defects caused by Your default, which may be both physical and digital;
• Defects caused by actions or inactions by You, any Main User, Other Users, or Your employees, agents, contractors, or vendors, or anyone gaining access to the VaultN Platform, Services, or Add-ons by means of Your passwords or equipment that are not in accordance with T&Cs and Documentation;
• Defects caused by Force Majeure events;
• Defects caused by third-party service providers which are beyond the control of VaultN, such as electricity and remote server outages, if any;
• Defects caused by abuses or other behaviors that violate this SLA, T&Cs, Documentation, Terms of Services, Terms of Add-Ons and other relevant terms in force between the You and VaultN;
• Defects resulting from your continued use of the VaultN Platform, Services, and Add-Ons after VaultN has instructed you to change your usag, and you have not made those changes;
• Defects caused by Your enrolment to or use of beta, trial offers, early access programs, and/or demos (as determined by VaultN);
• Inability to access the VaultN Platform, Services, Add-Ons or the inability to reach the support channels herein that are caused due to your Account not being able to meet the minimum required security for accessing such (e.g. no Multi-Factor Authentication);
• Any Defects within environments other than the VaultN Platform, Services, or Add-ons such as the staging, testing, or sandbox environments; and
• Maintenance windows as defined in Article 6.

Please note that Exceptions provided above are causes for Downtime without any control or effect of VaultN, thus are not covered by this SLA. In case the VaultN Platform, Services, or Add-ons become inaccessible or unavailable due to the Exceptions provided above, no undertaking with respect to Availability shall apply during when such Exceptions continue to have adverse impact on the VaultN Platform, Services, or Add-ons.

The SLA does not apply to any: (a) features designated as alpha or beta (unless otherwise set forth in the associated Documentation), (b) features not clearly included in this SLA.

MAINTENANCE AND SUPPORT SERVICES

7.1. Maintenance

In order to ensure the smooth operation of the VaultN Platform, Services and Add-Ons VaultN shall perform routine and extraordinary maintenances on the VaultN Platform, Services and Add-Ons or a certain part thereof.

Routine maintenances are aimed to be performed once every two weeks. This is not an obligation, but an objective.

VaultN may also hold scheduled maintenances upon necessity. Again, this is not an obligation but an objective.

Routine and scheduled maintenance dates will be posted over the VaultN Platform at least 7 (seven) days prior to such maintenance.

VaultN may initialize extraordinary maintenance if it determines any Defects. Such maintenances and their expected duration will be notified to You as soon as practical.

7.2. Support Services

VaultN provides e-mail support, online form support, phone support and on-site support. In case any User of an Account experiences a Defect, the following communication methods should be used in order to address the issue.

7.2.1. E-mail, Online Form

The support requests to be made over the e-mail shall be made to the following address: [email protected]

The support requests to be made on the online form can be accessed through https://www.vaultn.com/contact/

7.2.2 On-site Support

In special circumstances where remote support is not sufficient to detect and solve the Defects, VaultN may provide on-site support to You, provided that the costs of such on-site support is covered by You separately. You shall fully cooperate and ensure the access of the representatives authorized by VaultN to all of Your facilities necessary to successfully complete the on-site support and remove the Defects.

7.3. Support Mechanisms by Account Type

Support services provided will depend on the specific Account Type as follows:

Starter Account: Email and Online Form support only

Premium Account: Email, Online Form, and Microsoft Teams Channel

Enterprise Account: All of the above, with priority routing and optional on-site support (at additional cost).

ACCESS AND PERFORMANCE MONITORING

VaultN Platform, Services and Add-Ons may be accessed via UI or API or both, as applicable.

VaultN shall implement all measurement and monitoring tools and procedures necessary to measure and monitor of the performance of the provision of the VaultN Platform, Services and Add-Ons against the applicable Service Levels. To this end, VaultN agrees to notify You with any issue which may likely affect the optimum provision, as either on the VaultN Platform or by sending a separate notification as e-mail, with the communication method being in the sole discretion of VaultN.

PERSONAL DATA PROTECTION LEGISLATION COMPLIANCE

VaultN does not collect or process any personal data pertaining to You, Your clients, employees, agents or other persons involved in your business transaction while using the VaultN Platform, Services and Add-Ons other than those you provide before using the Platform, for which proper documentation will be obtained from you.

You understand that you and/or VaultN may be obligated, under the applicable law, to report or notify relevant regulatory authorities (including but not limited to Dutch Authorities such as Autoriteit Persoonsgegevens and Rijksoverheid) in case it is determined that there is an issue related to personal data protection or compliance, including but not limited to breach of data. For this purpose, You hereby grant an irrevocable power of attorney in favor of VaultN as an exclusive legal authorization so that VaultN may report or notify the relevant regulatory authorities or perform such actions that may be necessary with respect to issues related to personal data protection or compliance on Your behalf.

VaultN shall be able to use this power of attorney given under this article immediately after You commence using the VaultN Platform.

MISCELLANEOUS

The Parties agree that laws of Netherlands shall apply to this SLA and that the jurisdiction for any conflict based hereupon shall finally fall in courts and enforcement offices in Amsterdam, Netherlands.

This SLA shall enter into force on the Effective Date and shall remain in force until the termination of the T&Cs.