Offer Description: Webex Connect

This Offer Description (the “Offer Description”) describes Webex Connect (the “Cloud Service”). Your use of Webex
Connect and the digital channels, is governed by this Offer Description and the Cisco End User License Agreement
located at www.cisco.com/go/eula (the “EULA”) (or similar terms existing between you and Cisco) (the
“Agreement”). Capitalized terms used in this Offer Description and/or the order not otherwise defined herein have
the meaning given to them in the Agreement.

1. Description

Webex Connect is a cloud communications platform that integrates communication channels and existing back-
end business systems together to enable the orchestration and automation of all customer and employee
interactions. Enterprise IT and developers can take advantage of an extensive portfolio of APIs, low-code tools,
out-the-box controls, and prebuilt functionality to design smarter interactions and frictionless experiences
across multiple channels, without having to re-engineer or make significant investments into existing or new
back-end systems.

Webex Connect provides a RESTful unified messaging API that can be leveraged to engage customers across
multiple channels. It supports messaging via the following methods:

1.1. Telco-based SMS and voice, with outbound connectivity to most countries and inbound connectivity in at
least 85 countries;

1.2. IP-based messaging, including Facebook messenger, WhatsApp, WeChat, and Twitter;

1.3. Real-time messaging (RTM) powered by Android, Windows and iOS SDKs;

1.4. Push notifications to iOS, Windows and Android devices; and

1.5. Email.

The platform also provides APIs for Create Read Update and Delete operations on customer profiles and trigger
events. SDKs that enable IP messaging and customer data collection are available for Android and iOS.

2. Supplemental Terms and Conditions

2.1. Your Obligations

You will:

a. set up the necessary communications link and provide test information in the format required by Cisco
from time to time; and

b. obtain all necessary permissions, licenses and consents to use the Content and will maintain such
permissions, licenses and consents during the Usage Term.

2.2. License to Cisco

You grant to Cisco a non-transferable, royalty-free, world-wide license for the Usage Term to use any
Content and intellectual property rights solely for the purposes of providing the Cloud Service.

2.3. DISCLAIMER OF WARRANTY

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 CLOUD SERVICE ACCESS VIA CHANNELS IS PROVIDED “AS IS” WITH ALL FAULTS, WITHOUT WARRANTY OF
ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY LAW, ALL EXPRESS AND IMPLIED CONDITIONS,
REPRESENTATIONS, AND WARRANTIES INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTY OR
CONDITION OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT,
SATISFACTORY QUALITY, NON-INTERFERENCE, AND ACCURACY, ARE HEREBY EXCLUDED AND EXPRESSLY
DISCLAIMED BY CISCO. CISCO DOES NOT WARRANT THAT SUCH ACCESS VIA DIGITAL CHANNELS IS SUITABLE
FOR YOUR USE, WILL OPERATE PROPERLY WITH YOUR APPLICATIONS, IS ACCURATE OR COMPLETE, OR IS
WITHOUT ERROR OR DEFECT.

CISCO WILL USE COMMERCIALLY REASONABLE EFFORTS TO COMPLY WITH ANY TIMES AND DATES YOU OR
A USER CHOOSE FOR MESSAGE DELIVERY.

2.4. Suspension

In addition to any other rights or remedies Cisco may have, Cisco is permitted to suspend Your access to
the Cloud Service via the Channel(s) if Cisco has a reasonable and good faith belief that such access is being
used in a manner that violates the Digital Channel Terms, as defined below.

2.5. Restrictions on Use by Minor Children.

Webex Connect is not intended for use by persons younger than the age of consent in their relevant
jurisdiction (e.g.,13 years old in the United States under the US Children’s Online Privacy Protection Act of
1998, or 16 or 13 years old in the European Union as per Member State law) (“Minor Children”). Minor
Children are not permitted to create an account to use the Cloud Service, and You will not authorize Minor
Children to access the Cloud Service.

2.6. Geographic Restrictions.

In accordance with global telecommunications law and regulations, the Cloud Service is currently available
in the countries set out in the table below. Social Media Digital Channels are only available where they are
made available by their providers. SMS is available in countries where Cisco or the underlying provider have
obtained any required regulatory authorization. If the Cloud Service is not available in a country, purchases
will be restricted.

Region Country
EMEA Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia,
Finland, France, Germany, Georgia, Greece, Hungary, Iceland, Ireland, Israel, Italy, Latvia,
Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Qatar,
Romania, Saudi Arabia, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, United
Arab Emirates, United Kingdom.
Americas Argentina, Aruba, Bahamas, Belize, Bermuda, Canada, Cayman Islands, Columbia, Curacao,
Dominican Republic, Jamaica, Puerto Rico, Trinidad and Tobago, United States of America.
APJC Australia, Hong Kong, Japan, New Zealand, Taiwan.

2.7. Fees

The Approved Source may increase the fees for the Cloud Service during the Usage Term on 30 days written
notice to You or Your Partner if any mobile operators (carriers, operators and/or aggregators, Channels)
and/or third parties engaged by Cisco to provide the Cloud Service increase their pricing.

2.8. Limitation of Liability

In addition to the limits set forth in Section 9 of the Agreement, Cisco will not be liable for any damages in
connection with or relating to:

a. Any actions or omissions of the Channel in respect to the delivery or suspension of Messages;

b. Your failure to obtain necessary consents from third parties to access and/or process Digital Channels
Data; and
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 c. use and/or processing of Digital Channels Data processed through the Channel(s).

3. Channels Access and Use

If You use one or more Channels, You acknowledge and represent that You:

a. have read the Social Media Digital Channel’s terms for use of such Social Media Digital Channel for Your
commercial purposes (collectively “Digital Channel Terms”);

b. are subject to the Digital Channel Terms;

c. understand that the Channels, the Social Media Digital Channel platform and application provider(s) have
access to any Digital Channels Data exchanged through the applicable Channel, and may use that
information for the purposes detailed in the applicable Digital Channel Terms; and

d. are fully responsible for informing your customers that the Channels, the Social Media Digital Channel(s)
platform and the application provider(s) have access to (i) whatever Digital Channels Data is exchanged via
the applicable Channel(s) and (ii) the Digital Channels Data You choose to exchange via the applicable
Channel(s).

4. Data Protection

The Cisco Webex Connect Privacy Data Sheet (available here) describes the Personal Data that Cisco collects
and processes as part of the delivery of the Cloud Service. For further information on how Cisco processes, uses
and protects all categories of data, please visit Cisco’s Security and Trust Center.

5. Support & Maintenance

The Cloud Service includes standard level support, as described in the Standard Service Level Agreement (“SLA”).
Additionally, Cisco offers the option to purchase a Gold SLA. The Standard and Gold SLAs are set out below. The
SLAs and performance measures contained therein will be reviewed throughout the Agreement period, against
business needs and expectations. Where appropriate and by joint written agreement, the SLAs and their
associated measures may be altered during the Usage Term.

You will also have access to Cisco.com, which provides helpful technical and general information about Cisco
products, as well as access to Cisco's on-line knowledge base and forums. Please note that access restrictions
identified by Cisco from time to time may apply.

If you have access to Software with the Cloud Services, Cisco will provide (i) work-around solutions or patches
to reported problems and (ii) major, minor and maintenance releases of the licensed Software version, which
can be accessed on Cisco Software Central. You may be required to update to the latest Software release to
correct a reported Software problem.

Standard SLA

Service Levels and Metrics

Service Availability

Description The service availability measurement is used to determine the availability of the Cloud Service.
Time Period – Scheduled Downtime – Unscheduled Downtime
Measure ------------------------------------------------------------------- x 100
Time Period – Scheduled Downtime
SLA Target 99.5%
Frequency To be measured over a calendar month and to 2 decimal places.

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Exclusions. Time associated with the following factors and events shall be excluded from any Service Availability
calculation:

• Time associated with Scheduled Downtime;

• Factors outside of Cisco’s control or outside the scope of the Cloud Service, such as inadequate bandwidth
or network failures external to Cisco data centers, either at one of Your sites, or between the Your site and
Cisco data centers, or issues caused by You or Your Cisco Partner’s network or Your PSTN connection, or
any impairment of the Cloud Service caused by Your Cisco Partner and/or You;

• Issues with external integrations (including those created using Cisco APIs), or related to third-party software
or services specific to You;

• Delays with posting, inline viewing, downloading or sharing of files;

• Performance degradation with certain features, such as search or report generation;

• Beta or trial versions of the Cloud Service;

• Any events or factors considered Force Majeure; or

• Issues that otherwise resulted from Your breach of the Offer Description or Agreement.

Reliability

Description Measures the reliability of the Cloud Service in terms of the numbers of incidents by Priority Level.
Measure Number of Priority Level Incidents over a time period (priority 1 being highest in the list).
S1 = Priority Level 1 incidents (Not more than 1)
SLA Target
S2 = Priority Level 2 incidents (Not more than 3)
Frequency Measured over a calendar month.

Incident Resolution
Measures the ability to return the Cloud Service to a fully operational state or to respond effectively
Description
to requests for advice and guidance.
Measure Number of Priority Level Incidents exceeding Incident Resolution Time.
Priority Level 1 (None to exceed)
Priority Level 2 (Not more than 2)
SLA Target
Priority Level 3 (Not more than 3)
Priority Level 4 (Not more than 4)
Frequency Measured over a calendar month.

Incident Response
Incidents will be handled promptly, professionally and appropriately. Cisco support will contact You
Description
within the response times set out below.
Metric Total responses outside incident response time.
R1 = Priority Level 1 - None
R2 = Priority Level 2 – Not more than 1
SLA Target
R3 = Priority Level 3 – Not more than 2
R4 = Priority Level 4 – Not more than 3
Frequency Measured over a calendar month.

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Incident Management

Incident Prioritization

Priority Level Business Impact Summary

Priority Level 1
Critical A complete outage where the Cloud Service cannot be accessed, affecting more than 75% of Users.
Priority Level 2
Cloud Service-affecting or partial outage, including intermittent failures, affecting more than 50%
Major
of Users.
Priority Level 3
Minor impact on system functions or affecting only single Users. No direct impact on full-service
Minor
availability.
Priority Level 4
Low Low impact on the Cloud Service or system functions.

Incident Handling

Cisco’s Support team is responsible for actively monitoring, detecting and resolving faults within the Cloud
Service. Cisco operates a trouble ticketing system recording all the Incidents reported by You or Cisco’s Support
team. You will be provided with a ticket number and regular updates at agreed intervals in the Incident handling
and rectification process. Cisco will use reasonable efforts to restore the Cloud Service within the resolution
times provided below. Once a Priority Level 1 Incident has been resolved, Cisco will, upon Your request, provide
a Root Cause Analysis report, within 5 business days of resolution, including a description of the cause, impact
and action taken to remedy the Incident.

Incident Contact Details

Region Hours Name Tel Email

24x7 Operations
EMEA Operations +44 1494 750600 [email protected]
Department
North 24x7 Operations
NOC NA +1 855 324 0970 [email protected]
America Department
24x7 Operations
APJC VNOC +91 403 085 8626 [email protected]
Department

Incident Response Times

Priority Level Response Time

1 30 minutes
2 1 hour
3 6 hours
4 1 business day

Incident Resolution Times

Priority Level Resolution Time

1 8 hours
2 24 hours
3 1 business week
4 Next release

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Escalations

In the event that Cisco is not meeting target resolution times or an incident is of a particularly sensitive nature,
please refer to the escalation path provided in your welcome letter.

Gold SLA

Service Levels and Metrics

Service Availability

Description The service availability measurement is used to determine the availability of the Cloud Service.
Time Period – Scheduled Downtime – Unscheduled Downtime
Measure ------------------------------------------------------------------- x 100
Time Period – Scheduled Downtime
SLA Target 99.95%
Frequency To be measured over a calendar month and to 2 decimal places.

Exclusions. Time associated with the following factors and events shall be excluded from any Service Availability
calculation:

• Time associated with Scheduled Downtime;

• Factors outside of Cisco’s control or outside the scope of the Cloud Service, such as inadequate bandwidth
or network failures external to Cisco data centers, either at one of Your sites, or between the Your site and
Cisco data centers, or issues caused by You or Your Cisco Partner’s network or Your PSTN connection, or
any impairment of the Cloud Service caused by Your Cisco Partner and/or You;

• Issues with external integrations (including those created using Cisco APIs), or related to third-party software
or services specific to You;

• Delays with posting, inline viewing, downloading or sharing of files;

• Performance degradation with certain features, such as search or report generation;

• Beta or trial versions of the Cloud Service;

• Any events or factors considered Force Majeure; or

• Issues that otherwise resulted from Your breach of the Offer Description or Agreement.

Reliability

Description Measures the reliability of the Cloud Service in terms of the numbers of incidents by Priority Level.
Measure Number of Priority Level Incidents over a time period (priority 1 being highest in the list)
S1 = Priority Level 1 incidents (Not more than 1)
SLA Target
S2 = Priority Level 2 incidents (Not more than 3)
Frequency Measured over a calendar month.

Incident Resolution
Measures the ability to return the Cloud Service to a fully operational state or to respond effectively
Description
to requests for advice and guidance.
Measure Number of Priority Level Incidents exceeding Incident Resolution Time.
Priority Level 1 (None to exceed)
Priority Level 2 (Not more than 2)
SLA Target
Priority Level 3 (Not more than 3)
Priority Level 4 (Not more than 4)
Frequency Measured over a calendar month

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 Incident Response
Incidents will be handled promptly, professionally and appropriately. Cisco support will contact You
Description
within the response times set out below.
Metric Total responses outside incident response time.
R1 = Priority Level 1 - None
R2 = Priority Level 2 – Not more than 1
SLA Target
R3 = Priority Level 3 – Not more than 2
R4 = Priority Level 4 – Not more than 3
Frequency Measured over a calendar month.

Incident Management

Incident Prioritization

Priority Level Business Impact Summary

Priority Level 1
Critical A complete outage where the Cloud Service cannot be accessed, affecting more than 75% of Users.
Priority Level 2
Cloud Service-affecting or partial outage, including intermittent failures, affecting more than 50%
Major
of Users.
Priority Level 3
Minor impact on system functions or affecting only single Users. No direct impact on full-service
Minor
availability.
Priority Level 4
Low Low impact on the Cloud Service or system functions.

Incident Handling

Cisco’s Support team is responsible for actively monitoring, detecting and resolving faults within the Cloud
Service. Cisco operates a trouble ticketing system recording all the Incidents reported by You or Cisco’s Support
team. You will be provided with a ticket number and regular updates at agreed intervals in the Incident handling
and rectification process. Cisco will use reasonable efforts to restore the Cloud Service within the resolution
times provided below. Once a Priority Level 1 Incident has been resolved, Cisco will, upon Your request, provide
a Root Cause Analysis report, within 5 business days of resolution, including a description of the cause, impact
and action taken to remedy the Incident.

Incident Contact Details

Region Hours Name Tel Email

24x7 Operations
EMEA Operations +44 1494 750600 [email protected]
Department
North 24x7 Operations
NOC NA +1 855 324 0970 [email protected]
America Department
24x7 Operations
APJC VNOC +91 403 085 8626 [email protected]
Department

Incident Response Times

Priority Level Response Time

1 15 minutes
2 1 hour
3 6 hours
4 1 business day

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 Incident Resolution Times

Priority Level Resolution Time

1 4 hours
2 8 hours
3 3 business days
4 1 week

Disaster Recovery

In the event of a disaster incident impacting the Cloud Service, the following objectives will apply to the recovery
of service.

Objective Measure
Recovery Time Objective < 5 Minutes
Recovery Point Objective < 1 Day

Escalations

In the event that Cisco is not meeting target resolution times or an incident is of a particularly sensitive nature,
please refer to the escalation path provided in your welcome letter.

6. Definitions

“Channel” means an operator of any public communication or messaging system as set out in the order,
including Digital Channels.

“Content” means any textual, aural or visual material You supplied (whether directly, indirectly or from any
third party) to be used in Messages You send through the Platform and/or Channels or that are sent on Your
behalf.

“Digital Channel(s)” means third-party digital messaging platforms and applications, as may be generally made
accessible by the Cloud Service, for use in sending Messages to third parties. Examples of Digital Channels
includes, but is not limited to, Apple Business Chat, Facebook Messenger, WhatsApp (each, a “Social Media
Digital Channel”), and SMS, web chat and email.

“Digital Channels Data” means all data attributable to You (including, without limitation, Registration
Information, Host and Usage Information and User Generated Information), all as defined and described in the
Webex Connect Privacy Data Sheet , that is exchanged through a Channel.

“Incident” means an event that causes an interruption to, or a reduction in, the quality of the Cloud Service.

“Incident Response Time” means the length of time it takes for Cisco to provide You with an initial response,
once an Incident has been logged by You.

“Incident Resolution Time” means the time from when the initial Incident is reported to Cisco support to closure
following satisfactory resolution of the Incident as determined by Cisco and excluding any periods during which
the Incident clock was stopped.

“Messages” means a communication containing Content either sent by You to Cisco for onward delivery to third
parties or sent by third parties to Cisco for onward delivery to You via the Platform and/or Channel(s) in each
case in the form appropriate to the Channel.

“Platform” means Cisco’s interface, which enables Messages to be sent and received by You via the Channels.

“Recovery Point Objective” means the amount of data loss between the Cloud Service becoming unavailable
on one zone and the Cloud Service becoming available in the second zone.

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“Recovery Time Objective” means the amount of time between an executive decision to invoke a disaster
recovery event and the Cloud Service becoming available for use, based on the Cloud Service running across
two availability zones in AWS.

“Resolution” means allowing use of the Cloud Service without noticeable degradation as described by the
applicable Priority Level.

“Scheduled Downtime” means any downtime planned by Cisco and notified to You a minimum of 10 days in
advance.

“SMS” means the short message service operated by a Channel.

“Time Period” means the total number of minutes in any calendar month.

“Unscheduled Downtime” means any downtime that has not been planned by Cisco in advance.

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