Service description valid from 1.11.2020 for Consultancy Agreement, Cloud Agreement and SSA-D Agreements.

About Consultancy Agreement

The consulting agreement gives the customer opportunities to adapt the consumption of consulting services based on their own needs and obtain favorable discounts and other benefits:

• Including Guaranteed Response Time
• Possibility of Extended Guaranteed Response Time as an option.
• Possibility of Express treatment in the event of errors that occur
• Consultant account with discounted hourly rates and automatically agreed replenishment
• Agreed, regular attendances

Consultancy agreement is entered into either as a stand-alone agreement, or as part of the Cloud Agreement or SSA-D agreement between the parties. For Cloud Agreement and SSA-D agreement, agreed services and quantities are stated in Appendix 1 to a valid agreement. For Consultancy Agreement, agreed services are stated on the front page of the signed agreement.

Validity

This service description describes deliveries subject to a valid agreement between the parties of the type Consultancy agreement, Cloud agreement or SSA-D.

Terms and conditions

The services in the Consultancy Agreement are delivered in accordance with the current Service Description «Time-based Consultancy Services» as published on the Supplier's website.

In the event of a conflict between Time-based Consulting Services and this service description, this service description takes precedence.

In the event of a conflict between this service description and a valid Cloud Cloud Agreement or SSA-D between the parties, the Cloud Cloud Agreement / SSA-D agreement takes precedence.

Guaranteed response time

Priority Tasks must be started no later than 5 working days after notification of errors has been confirmed received in the Supplier's support system. Tasks that are not considered priorities are performed by further agreement. This response time guarantee is included in the Agreement at no extra cost.

Extended Guaranteed Response Time

The customer can agree on an Extended Guaranteed Response Time for an additional fee. Priority Tasks must then be started no later than 2 working days after notification of errors has been confirmed received in the Supplier's support system. Tasks that are not considered priorities are performed by further agreement. In addition, Customers with Extended Guaranteed Response Time may avail of Express Assignments as set forth below.

Invoicing and mercantile provisions

Extended Guaranteed Response Time is invoiced in advance on a quarterly basis.

Express assignment

The customer can request Express Assignments to solve Priority Tasks. Express treatment can only be agreed per. telephone by contacting the Supplier's support telephone or switchboard. In the case of Express Assignments, the work must be started no later than one hour after notification of errors has been confirmed received in the Supplier's case processing system. Troubleshooting will normally begin with telephone diagnosis and / or remote control of the Customer's systems if possible. The deadline for Express Assignments is considered fulfilled when telephone diagnosis and / or diagnosis through remote control has begun. After the case has begun, the work shall continue without unnecessary delay within Normal Working Hours. In the event of a need for overtime work, this is agreed in more detail with the executing Consultant. When the Supplier either does not have access to the Customer's system via remote control, or the problem is not possible or advisable to solve via remote control, the Supplier shall move out to the Customer as soon as possible, but not with a shorter attendance period than one hour plus travel time. For guaranteed start of an assignment on the same day, Express Express must normally be registered before kl. 15:00. When registering after 15:00, the Contractor shall as far as possible try to implement telephone diagnosis and / or remote control on the same day, but reserves the right to implement at the next working day at. 08:00. In Express Processing, the customer is charged for elapsed time plus the current Express Fee.

Regular attendance

By regular attendance is meant pre-agreed regular meetings with the Customer for the performance of overdue tasks. An agreement on regular attendance applies to regular attendance of a minimum duration of 4 hours, including estimated travel time, and with a frequency of at least once per. mnd.

The supplier shall provide a suitable consultant at agreed days and times. In the event of delayed attendance on the same day, the consultant must complete the agreed attendance time after the normal time period on the same day, but not later than kl. 18:00 without acceptance from the consultant, possibly a subsequent day by appointment.

If the Contractor is unable to provide a consultant at the scheduled time, the Contractor shall ensure that he notifies the Customer without undue delay. The supplier shall then normally try to carry out the attendance within 5 working days after the attendance should normally have taken place.

If the Customer does not want a regular attendance case to be carried out, the Supplier may ask for another agreed time in the same period as long as it does not cause significant inconvenience. Unused attendance for a given period due to the Customer's wishes will not be credited.

The customer is responsible for work management and employment of the consultant at regular meetings.

Regular Attendance - invoicing and mercantile provisions

Regular attendance is generally invoiced in advance per month with a supplement for normal travel time. If the total period amount is less than NOK 10.000, the services are invoiced in advance for 3 months at a time.

Regular meetings are delivered as a subscription to the agreed type of consultant (s) (Consultant / Senior Consultant / Specialist). The customer obtains a discount for restricted sales in the main period in accordance with the current discount matrix. At the end of the main period, a discount is obtained in accordance with the discount matrix corresponding to the fixed turnover for the notice period.

Consultant account

Consultant account is an agreed advance purchase of Consultant Services where the Customer obtains a discount on the services based on the size of the obligatory advance purchase. Current discount rates are stated in the discount matrix published on the Supplier's Website. The advance purchase is entered in the plus on the Customer's Consultant Account. Consumption is then deducted after the elapsed time when the assignment has been completed.

Provisions Consultant account

Deposit to Consultant Account - Current Discount Rate

Deposits to the Consultant Account are made as a krone amount. The size of the deposit determines the Customer's current discount rate as specified in the discount matrix. The deposit is credited to the Customer's Consultant Account as an increase in balance. This discount rate applies until the next deposit, the size of which determines the new applicable discount rate. New deposits can be either one-off deposits or Deposits with ongoing renewal.

The current discount rate applies to all hours delivered to the Customer which is charged to the Consultant Account.

Minimum amount for deposit

The minimum amount for deposits is stated in the discount matrix published on the Supplier's Website.

One-time deposit

Upon request, the customer can agree on a one-time deposit, either as a first deposit, or a later ad hoc one-off deposit, in an ongoing agreement with automatic renewal of the deposit, in order to obtain an additional discount.

Automatic deposit - Continuous renewal

In the case of an agreed Automatic Deposit, the Customer is charged an agreed krone amount as specified in the section «Deposit to Consultant Account» with a minimum amount corresponding to the Minimum Amount, or any agreed higher amount as specified in the current Service Agreement Consultant, Cloud Agreement or SSA-D agreement.

Automatic deposits are charged when the remaining balance in the Consultant Account is less than the balance limit as published in the Discount Matrix Consulting Services on the Supplier's website.

Withdrawal

Withdrawals from the Consultant Account are made by debiting the balance after the assignment has been completed as follows:

Withdrawal NOK = (Time elapsed for the assignment) X (Current Hourly Price for consultant type used for the assignment) - (Discount based on the Customer's current discount rate at the time of withdrawal)

The minimum withdrawal from the Consultant Account for one assignment is equivalent to 0,5 hours, thereafter each commenced 0,5 hour.

Overdrafts

If one or more completed assignments that are charged at the same time lead to overdrafts in relation to the outstanding balance:

Customer with agreement on Automatic Deposit

The sum of the size of the overdraft and the agreed Automatic Deposit amount is charged to the Customer as a deposit to the Consultant Account. The customer's current discount rate is set equal to the discount rate for the agreed Automatic Deposit.

Customer without agreement on Automatic Deposit

The size of the cover is charged to the Customer without a discount after the Consultant account has been emptied.

Consultant account - invoicing and mercantile provisions

Agreed deposits are invoiced in advance at the conclusion of the agreement.
In the case of an agreement that includes Automatic Deposit, a new deposit is invoiced continuously in accordance with the agreement and when the current balance is less than the balance limit specified in the discount matrix on the Supplier's website.

Report on hourly withdrawals sent to Customer per. e-mail in connection with invoicing of Consulting Services and debiting of Consultant Account.

Explanations

Priority Tasks

A task is referred to as Priority in the case of errors that have occurred in systems that have operated in normal operation and that affect all, or significant parts, of the Customer's operations, or are business-critical for the Customer for other reasons.

Consultant types

The Supplier can deliver three levels of expertise with different hourly rates adapted to the Customer's needs:

• Consultant
• Senior Consultant
• Specialist