Support and service level schedule

This Support and Service Level Schedule sets forth the performance metrics such as applicable service levels,
response times, service windows and availability of the Services. In addition, this Support and Service Level
Schedule defines the Service Credits that Customer may be eligible to in case LeaseWeb does not meet the
performance metrics set forth herein. LeaseWeb’s general terms and conditions (the “General Terms”), LeaseWeb
service specification (the “Service Specifications”) and LeaseWeb’s policies and guidelines with respect to the use of
its Services (the “LeaseWeb Policies”) are also made part of the Agreement and shall apply to the Services and any
Equipment provided by LeaseWeb.