Oct 20, 2021

Mr. Felius Hingco

ITERA GLOBAL IT SOLUTIONS CORP.

Dear Mr. Hingo

Thank you for choosing Globe Business services and giving us the opportunity to support your
business. We are pleased to present our proposal for your INTERNET service requirements:

DIRECT INTERNET utilizes leased line technology to deliver dedicated internet access and is
directly connected to major Internet backbones to U.S. and Asia for efficient IP routing. Aside
from the international trunks, DIRECT INTERNET is likewise connected via multiple direct peering
with major local ISPs to address the volume of domestic Internet traffic. The service further
provides increased network stability as it is directly terminated on the customer router.

Our proposal:

Router per month One Time

Monthly Charge
(Cisco Router 4321) Charge

Service Name (Vat Ex)

Bandwidth

24 months LUP

Direct Internet
30MBPS Php47,900 Php 5,000 Php 50,000
(Fiber)
(Waived) (Waived)

Direct Internet
40MBPS Php 51,400 Php 5,000 Php 50,000
(Fiber)
(Waived) (Waived)

Direct Internet
50MBPS Php 54,400 Php 5,000 Php 50,000
(Fiber)
(Waived) (Waived)
Notes:

1. Client address still subject for further facility verification.

2. Rates above may still change depending on verification results.
3. The prices quoted above assume that the installation address (1) is readily serviceable by Globe
Telecom and (2) does not require additional or special cabling/wiring facilities.
4. All costs related to CEF/MDF entry and/or construction, in-house wiring and other costs related to
such will be on the account of <Company Name>.
5. Rates are subject to 12% Value-Added Tax and Overseas Communication Tax.
6. Minimum contract term is two (2) years.
7. This offer shall be valid for thirty (30) days from the date customer received this proposal. Thus,
rates quoted are subject to change after the 30-day period.
8. Lead time to deliver is 30 to 45 working days from date of signing the Service Order Form.
9. Refer to the attached Data Service Specific Terms and Conditions

For further inquiries regarding the service, please do not hesitate to contact me through 09176881768 or
email at ossabinorio@globe.com.ph

We trust that you will enjoy the benefits of being a Globe user and we look forward to serving you soon.

Should you find the above budgetary proposal acceptable for your requirement, we would now proceed
with verifying the facilities needed to serve your requirement.

Thank you and looking forward to be of service to you.

Yours Sincerely,

____________________________
Orlan Joseph S. Sabinorio
Customer Development Manager
Small & Medium Business

Noted by:
____________________________
Veronica Ulanday
Regional Sales Head
Small & Medium Business

Conforme:
__________________________
TERMS AND CONDITIONS

1. Customer Responsibilities

The Customer shall provide the following:

i endorsement or certification allowing INNOVE personnel to conduct site survey

or installation at each site;
ii necessary access to the building premises, as well as service entrance conduits
and in house wiring if such are not readily available;
iii required power supply including UPS or AVR units to ensure continuous link
operations; and
iv Interface cables to Customer-owned CPE.

2. Non-standard Installations

If survey results show that tower or pole mast more than 10 ft. high is necessary, additional cost for
such will be on the account of the Customer.

3. Applicable Taxes

The Monthly Charges quoted are subject to 12% Value-Added Tax and Overseas Communication
Tax.

4. Validity of Offer

This offer shall be valid for thirty (30) days from the date of this proposal. Thus, rates quoted are subject
to change after the 30-day period.

5. Application for the Service

INNOVE shall process Customer’s application for Service only if the following are provided:

i Signed copy of the Subscription Form

ii All required credit documentation,
iii Payment of all fees and charges, including advances and deposits if required by
INNOVE, and
iv Such other documents as may be required by INNOVE

Approval of applications shall be at INNOVE’s sole discretion. INNOVE reserves the right to approve
or disapprove any application for Service. INNOVE shall not be required to give any reason for
disapproving any application. Customer acknowledges that he has no cause of action for the
disapproval of his application.
6. Acceptance of the Service

Upon completion of installation/commissioning, the circuit will be turned over for acceptance testing.
Within seven (7) days, the Customer shall accept or require INNOVE to conduct further testing.

If the Customer does not notify INNOVE that it rejects the circuit, or require further testing, the circuit
shall be deemed accepted and INNOVE will commence billing after (7) days. If the Customer rejects
the circuit in the absence of any defect therein, INNOVE will cancel the order and deactivate the circuit.
The cancellation charges in Section 9 hereof shall then apply.

7. Payment Terms

Billing shall commence upon acceptance of the service, or seven (7) days after turnover as stated
in Item #6. Payment shall be made within twenty-one (21) days from invoice date.

8. Contract Period

Contract term is for two (2) years from the date of acceptance. Thereafter, this Agreement shall
be renewed automatically for two (1) year, under the same terms and conditions, provided that
neither party has given a thirty (30) day notice of termination prior to the expiry of the Agreement.

9. Cancellation of Order

In case of cancellation of order:

 When installation works have been started before turnover of the circuit, the Customer shall
pay the installation fee quoted or the actual charges incurred during the installation,
whichever is higher. Actual charges is usually higher than quoted installation fee for links
utilizing microwave radios.

 If circuit is rejected by Customer absent of any defect, Customer shall pay the cancellation
charges consisting of the following:

a) installation fee quoted or actual expenses incurred (whichever is higher),

b) one month’s bill of the service, and
c) dismantling charges equivalent to the installation fee.

 If installation fee is waived, actual expenses shall apply.

10. Termination of Contract

If the Customer decides to pre-terminate the contract before its expiration, Customer shall pay pre-
termination charges as follows:

50% of the remaining lease contract if pre-terminated within the first 6 months
35% of the remaining lease contract if pre-terminated after the first 6 months
100% of the remaining lease contract for bundled CPEs
In addition, the cost of dismantling or disconnecting the service shall be on the account of the Customer.

Customer is required to provide a written notice of termination/pre-termination thirty (30) days prior to
the effective date of disconnection. Customer shall be liable to pay the recurring charges until the
effective date of disconnection regardless of usage.

11. Rebates

Innove Communications shall not be liable for any damages or service interruptions caused by
events of force majeure. Otherwise, circuit outages shall be subject to the following rebate
schedule.

Length of Interruption (minutes) Credit (Day)

1. less than 30 None

2. 30 - 179 1/10
3. 180 - 359 1/5
4. 360 - 539 2/5
5. 540 - 719 3/5
6. 720 - 899 4/5
7. 900 - 1440 1

This allowance is subject to the following conditions:

i All credit memos shall be based on INNOVE’s Fault Management Control Center (FMCC)
records.
ii Customer shall be responsible to report and to request for credit memo on any outages.
However if the interruptions/outages has been known by INNOVE's Fault Management
Control Center (FMCC), INNOVE shall voluntarily make the appropriate credit to the
monthly recurring charge for the service without need for Customer to report or claim credit
on the outage/s to INNOVE.
iii The credit memo being claimed shall be applied to the next billing month.
iv The credit memo is computed by dividing the monthly recurring charge over a 30-day
period, and then multiplied by the length of interruption (in days).
v The following are not subject to credit memo:
a. outages due to power failure at Customer's sites;
b. Customer's equipment failure;
d. natural calamities e.g. typhoons, earthquakes, etc.; and
e. civil disturbance, military insurrection, and/or government takeover of services.
f. Scheduled maintenance
12. Downgrade

If a circuit downgrade is requested within the term, of this Agreement, CUSTOMER shall pay
INNOVE a pre-termination charge equivalent to (100%) of the difference between the monthly
charges of the existing and downgraded circuit multiplied by the unexpired portion of the applicable
term.

P = 100%(ME – MD) x U

where: P – penalty charge

ME – monthly charge of existing circuit
MD – monthly charge of downgraded circuit
U – unexpired portion in no. of months

13. Use of Service

CUSTOMER shall use the INNOVE facilities and/or INNOVE services provided only for the purpose
herein stated and shall not use the same to conduct any service such as callback, unauthorized
audiotex, international simple resale (ISR), and other analogous services which are prohibited in
the Philippines, or which operation or service constitutes a bypass defrauding INNOVE and/or its
interconnect partners of the rightful access/termination charges due them.

In the event that CUSTOMER uses INNOVE’s facilities and services for any illegal or unauthorized
services including but not limited to those enumerated above, CUSTOMER shall immediately
compensate INNOVE an amount equivalent to the rightful access or termination charge prevailing
at the time the bypass was committed for the type of traffic passed via the bypass service or practice
committed by CUSTOMER to the applicable Philippine network (including without limitation, a
INNOVE network, or the network of any other carrier with whom INNOVE has an interconnect
agreement, whether mobile or landline) plus 50% of such access or termination charge (the
"Bypass Compensation").

Such Bypass Compensation shall be payable, without limitation, from the time the bypass activity
was conducted by the CUSTOMER until its discovery by INNOVE and the complete payment
thereof by the CUSTOMER, and such bypass compensation shall be computed from the time the
bypass occurred or was discovered, whichever is earlier, until the actual cessation of bypass.
INNOVE shall likewise pass on, and CUSTOMER agrees to accept and immediately pay, all other
claims and damages demanded by any of INNOVE’s interconnect partners who may have been
affected, directly or indirectly, by the unauthorized service. This shall not be subject to any limitation
of liability provided in this agreement.

Innove Communications reserves the right to summarily terminate INNOVE services extended to
Customer under this and any other contracts and/or subscription agreements for other services
due to non-payment, or any other violation of the Agreement.
Kindly affix your signature on the conforme space provided below to signify your concurrence to the above.
Otherwise, please feel free to call us at (0917) 6881768/ 02 5860589 or email address
ossabinorio@globe.com.ph for any clarifications.

Thank you very much for your favorable response.

Yours Sincerely,

____________________ _______________________
Orlan Joseph S. Sabinorio Conforme Name & Signature
Customer Development Manager Date:
Small & Medium Business
SERVICE LEVEL AGREEMENT (SLA)
1. OBJECTIVE
This Service Level Agreement (“SLA”) spells out the minimum performance criteria and terms of
delivery of data services by INNOVE to CLIENT.

2. SCOPE

This SLA covers the provision by INNOVE of the following data services to its CLIENT, namely

i. Internet Data Service

ii. Domestic Data Service
iii. International Data Service
iv. Bundled Data Service (2 or more services)

3. TERM AND EFFECT OF THIS SLA

This SLA takes effect on the latter date (“Effective Date”) when either Innove or CLIENT signs the Service
Agreement. This SLA shall remain valid and binding for the same period as the

4. OBLIGATIONS OF THE PARTIES

4.1 INNOVE and CLIENT shall jointly manage and maintain the CLIENT circuit installed with the
Service.

4.2 Responsibilities of INNOVE

4.2.1 INNOVE shall provide and support local and/or international access (as applicable to CLIENT’s
subscription) for the CLIENT in accordance with this SLA.

4.2.2 INNOVE’s network operations shall be manned 24 hours a day, 7 days a week.

4.2.3 INNOVE shall maintain and publish an escalation list for the reporting of faults and outages.

4.2.4 INNOVE shall arrange for Quality of Service meetings to assess performance as required.

4.2.5 INNOVE shall maintain all the equipment it provides CLIENT in proper working order. CLIENT shall
not attempt to repair or make any alterations or otherwise open, alter, reprogram or tamper with
the equipment supplied by or facilities of INNOVE.

4.3 Responsibilities of CLIENT

Unless otherwise stated in the Agreements, CLIENT shall be responsible for the following:
4.3.1 Proper operation of all equipment and facilities within its premises;

4.3.2 Strict compliance with all instructions and notices given by Company regarding the use and
installation of equipment. CLIENT shall also promptly disconnect any wiring or equipment, if
requested by Company in order to preserve or enhance the quality of the Services;

4.3.3 Ensuring that no other Equipment is introduced into the Installation Site or the premises which
would interfere with or degrade the quality of the Services;

4.3.4 Effecting repair and maintenance of all CPEs and all facilities and equipment provided by CLIENT;

4.3.5 Effecting repairs on damaged internal wiring and sockets without notice and without the Company’s
prior approval, or on any damage to the internal wiring and sockets that may be caused by repair
or attempts at repair by persons unauthorized by the Company.

4.3.6 Performing maintenance of cleanliness of all ancillary equipment provided by Company;

4.3.7 Exercising due diligence in maintaining the internal wiring and sockets, including cleanliness and
protection of the same, and procurement of appropriate pest control at the Installation Site to protect
CPEs, facilities and equipment, as well as all equipment provided by Company, from rodents, pests
and insects;

4.3.8 Protecting the equipment provided by Company from fire, theft, vandalism, accident, fault or other
negligence while within the CLIENT’s premises;

4.3.9 Promptly reporting outages, service failures or degradation, equipment malfunction, changes in the
physical condition of the Installation Site, proposed renovations to the CLIENT premises which may
affect the Services;

4.3.10 Granting access to Company’s personnel for maintenance purposes.

4.3.11 Unless explicitly included in the Agreements and stated in the Application Form, CLIENT shall
provide for a security system for its own network, equipment/s, and/or operating system and other
similar appurtenances.

5. SERVICE LEVEL COMMITMENTS

Company hereby guarantees compliance with the following performance parameters:

5.1 Agreed Circuit Availability

If Last Mile is: Metrics

Copper or Fiber 99.8%
Radio 99.6%
(applicable only to circuits in CBD areas)
VSAT 99.35%
IPL and Freeway 99.5%
Circuit availability refers to the available period of the subscribed circuit in a given month.

Unavailability consists of the number of hours that Service was not available to the CLIENT. This will not
include Scheduled Maintenance, or any unavailability resulting from (a) CLIENT's applications, equipment,
or facilities, (b) acts or omissions of CLIENT, or any use or user of the service authorized by CLIENT or (c)
reasons of Force Majeure.

Availability is calculated as follows:

(Hours in a Day x Days in a mo.) - Network Outage Time x 100

Hours in a Day x Days in a Month

5.2 Latency

Latency refers to the round trip time between issuing a request for data and receiving a response from the
remote system.

Guaranteed latency while there is no traffic (based on 56 byte ping)

Scenario Latency
(in milliseconds)
INNOVE Core to LAX C2C 200 ms
INNOVE Core to SF C2C 200 ms
INNOVE Core to Asia 70 ms
Makati to Davao 60 ms
INNOVE Cebu to LAX 200 ms

5.3 Mean Time to Respond

Phone Support Within thirty (30) mins

For Field Dispatch (After Phone Support)

 Within CBD, within Business Hours Thirty (30) mins
 Outside CBD, within Business Hours Two (2) hours
 After business hours On-call (Field
Operation Engineers)
5.4 Trouble Ticket Status Update

Company shall provide a status update within thirty (30) minutes from receipt of CLIENT’s complaint and
thirty (30) minutes thereafter if necessary.

5.5 Monthly Outage Report

Company will provide an outage report for all applicable circuits on a monthly basis upon the request of
CLIENT. Only those reported to the Fault Management Control Center (FMCC) of Company shall be
included in the report.
6. QUALITY OF SERVICE

6.1 Company and the CLIENT shall conduct series of checks on measurable parameters to determine that
the Service is working in accordance with the committed service levels.

6.2 The Agreements, however, may be renegotiated or terminated due to unsatisfactory circuit
performance.

There is unsatisfactory circuit performance when circuit availability is at 85% or below for three (3)
consecutive months, based on the trouble reported to FMCC by the CLIENT.

7. REBATE

7.1 Company shall exert reasonable efforts to ensure that the Company network as defined herein is
operating and available to the CLIENT. In the event the Company network is not available as set forth,
or in the event the CLIENT experiences any interruption of the service performance stated below due
to Company’s failure to provide the Service, the CLIENT shall be eligible to receive a rebate in
accordance with the following schedule:

7.2 Interruptions of 24 Hours or less

Credit for Interruptions to service will be allowed as follows:

Length of Interruption Rebate Factor

Less than 30 minutes None
30 - 179 minutes 1 / 10 day
180 - 359 minutes 1 / 5 day
360 - 539 minutes 2 / 5 day
540 - 719 minutes 3 / 5 day
720 - 899 minutes 4 / 5 day
900 - 1440 minutes One day

Two or more interruptions of 30 minutes or more during any period but not up to three (3) hours shall be
considered as one interruption.

Rebate is calculated as follows:

Monthly Recurring Charge x Rebate Factor

30 days

7.3 Interruptions Over 24 Hours

Rebate will be allowed in 1/5 day multiples for each 3-hour period of interruption or fraction thereof.
7.4 Company shall promptly provide rebates for interruptions or outages in the Service in the amounts set
forth in the above schedule. However, the CLIENT shall not be entitled to a rebate if the interruptions
or outages are caused by any of the following

i. The act, omission, fault or negligence of the CLIENT

ii. The CLIENT’s applications, equipment, or facilities including any third party equipment other than
equipment furnished by Company as part of their access services (i.e., CLIENT’s equipment failure,
power failure)
iii. Interruptions during any period where Company or its agents are not allowed access to the CLIENT
premises where the access lines are terminated
iv. Scheduled maintenance
v. Force Majeure (e.g., typhoons, lightning, flood, earthquakes, etc.)
vi. Civil disturbance, military insurrection and/or government takeover of Services

7.5 The CLIENT must report a trouble in order to qualify for a rebate. The CLIENT must notify Company
within sixty (60) days from the time the CLIENT becomes eligible to receive a rebate. Failure to comply
with this requirement will forfeit CLIENT's right to receive a rebate.

7.6 Company shall not be liable for any delay or interruption in or failure to provide or restore the Service
howsoever caused including, without limitation, anything caused by or attributable to CLIENT's
equipment and facilities or any services provided by any person. In no event shall Company be liable
for indirect, remote, or consequential damage, loss of profits, loss of business or loss of opportunity
and other like damages howsoever they may have been caused even if it has been notified of the
possibility of such damages. Company’s maximum liability for any damage arising out of or in any way
related to this Agreement shall be limited to the rebate as set forth above, and in no event shall the
rebate granted in any one month to exceed the Monthly Recurring Charge.

7.7 The rebate set forth above is the CLIENT’s sole recourse for any breach in the committed service level
above, provided Company has given the CLIENT the rebate that the CLIENT is entitled to claim. The
CLIENT shall not be entitled to terminate the Agreements for failure to comply with the service levels,
except that set forth in Article 10.2 above.

8. MAINTENANCE ACTIVITIES

8.1 INNOVE’s Responsibilities

8.1.1 INNOVE shall respond to CLIENT’s maintenance requests, generally at no cost to CLIENT.
However, INNOVE shall charge CLIENT for responding to a maintenance request, and for all costs
and charges of maintenance, in the event it is found that the maintenance request is not valid, or if
the cause of fault, service or equipment failure or degradation is found to be an improper act or
omission of CLIENT, or of persons authorized by CLIENT but not authorized by INNOVE to
maintain the equipment and facilities of INNOVE.

8.1.2 INNOVE shall provide the CLIENT with a trouble ticket number to log and track all maintenance
actions.

8.1.3 INNOVE shall exert reasonable efforts to answer all maintenance service calls with an average call
answer time of twenty (20) seconds.
8.1.4 The CLIENT agrees that INNOVE may schedule upgrades and preventive maintenance
(Scheduled Maintenance) on its network that might affect CLIENT’s service. The schedule of such
upgrades and maintenance shall be subject to CLIENT’s approval,

which approval shall not be unreasonably withheld. INNOVE shall give the CLIENT at least three
(3) days prior notice of the scheduled network upgrade or maintenance work.

If the CLIENT refuses to allow INNOVE to perform upgrade or maintenance work at INNOVE’s
requested schedule despite notice then the CLIENT shall solely be responsible for any
consequences as a result of such refusal.

8.2 CLIENT’s Responsibilities

8.2.1 The CLIENT shall provide information necessary for trouble isolation such as router configuration,
error messages, visual alarm indicators, etc.

8.2.2 The CLIENT shall allow INNOVE engineers access to CLIENT’s equipment room or to any place
at CLIENT premises where INNOVE-provided wiring and/or equipment is installed in order to
restore the service. Any delay in service restoration due to access problems at CLIENT premises
shall be considered as CLIENT caused outage, which shall not be subject to rebate.

8.2.3 INNOVE may charge the CLIENT for the cost of responding to a maintenance request at CLIENT’s
premises if it is subsequently ascertained that the cause of the fault is attributable to CLIENT’s
equipment, internal wiring or whether CLIENT acts or omissions.

8.2.4 INNOVE and the CLIENT shall agree on the requirements for Scheduled Maintenance that could
potentially disrupt the service. The CLIENT will, upon receipt of request from INNOVE immediately
respond in writing and state if it can satisfy INNOVE requirements related to such disruption. If,
however, CLIENT fails or refuses to send a response within a reasonable amount of time from
receipt of advice from the INNOVE, CLIENT shall be considered to have conclusively confirmed
that it can satisfy the requirements for Scheduled Maintenance.
9. ESCALATION PROCEDURE

9.1 INNOVE’s Fault Management Control Center (FMCC) shall be the main contact point for the operation
and maintenance aspect of the circuit. The immediate contact persons are:

FMCC shall take care of escalating link trouble to higher level on a per case basis.