Service provision contract

SPECIAL TERMS AND CONDITIONS OF THE g-CYBERSUITE SERVICE

Description and conditions of application of the Service

The service under this agreement, "g-Cybersuite" (the "Service"), is a cybersecurity service that includes a range of features and functionalities, such as protection software, testing of CUSTOMERS' internet connection, a security incident response and resolution system, and a backup, as described below.

The Service comprises the following features:

a) Comprehensive IT support
b) First Incident Response Support & 24/7 SOC Support for businesses
c) PC scan, optimisation and tune-up
d) Advanced internet connection testing
e) On-site expert support
f) Security service – Antivirus
g) Network vulnerability scanning
h) Web vulnerability scanning
i) Office 365 support
j) Google Workspace
k) Cloud backup
l) Start-up

Each feature included in the Service and its scope are described below:

a) COMPREHENSIVE IT SUPPORT:

Description of the feature As part of the Service, and included in the Offer, the CLIENT may contact an expert IT technician for support or technical assistance to resolve any incident regarding the security of their computer equipment, tablets, smartphones or any connected device (both hardware and software).

If necessary, the technician, depending on the type of query, may evaluate and/or resolve the issue raised by the CLIENT immediately, controlling the device remotely after acceptance by the CLIENT's user (the "User").

Assistance will be provided for the following types of incidents:

• Resolution of incidents with the User's device (e.g. problems with devices, internet access, email, viruses and other general incidents).
• Assistance with common applications (Office, e-mail, internet browsers, antivirus, firewall, graphic processing and other frequently used software based on GIGAS criteria).
• Configuration of operating systems of the CLIENT's equipment covered by the Service.
• Interconnection among devices (e.g. printers, scanners, video cameras, etc.).
• Internet connection issues (WiFi connection or wiring).

Devices eligible to receive the Service include Windows PCs, MAC OSX, Android and IOS smartphones, and tablets, and connected peripherals.

This feature will be provided remotely through a URL service, which will be duly provided to the CLIENT or User upon their acceptance of the related general terms and conditions.

Scope of the feature

This feature will cover the operating systems supported by manufacturers and provided on the following elements:

Software:

In general, the scope of this feature covers all versions of operating systems and software in the CLIENT's environment supported by their manufacturers commonly used, based on GIGAS' criteria.

Below are the main software and systems supported by the feature. However, GIGAS reserves the right to expand the list at its own discretion:

• Operating systems: Microsoft Windows, Mac OSX, Android and iOS versions supported by their manufacturers.
• Office applications: Microsoft Office, Microsoft Office for MAC, iWorks, Open Office, LibreOffice.
• Browsers and e-mail: Microsoft Edge, Internet Explorer, Mozilla Firefox, Chrome, Outlook, Hotmail, Gmail, Safari, Opera, Thunderbird and Mac OS Mail.
• Multimedia software: Adobe Acrobat, Windows Media Player, Real Player, iTunes, iLife, VLC Media Player, QuickTime, VLC Player and the main codecs available in the market.
• Instant messaging: Google Talk and Skype.
• Compression software: Winzip, Winrar.
• Copying/burning software: Nero, Easy CD and Roxio Toast.
• Antivirus and firewalls: Bitdefender, Microsoft Security Essentials, Panda, Symantec, McAfee, Kaspersky, Avg, Avast and Firewall Mac OS.
• Driver management software: for supported operating systems only.

This feature includes the following support services:

• Help managing supported applications via the Support Centre.
• Installation and uninstallation of supported applications.
• Version upgrades and Service Packs for supported software, provided the CLIENT has the pertinent licence or the upgrade is free.
• Configuration of operating systems and supported applications.
• Advice on hardware and software requirements for supported applications.

This feature is provided for supported operating systems and applications subject to availability in accordance with the operating system owned by the CLIENT and the possession of a legal copy, understood as the valid installation media and key for the manufacturer.

ii) Hardware:

All the remote support services described below are applicable to Intel or AMD workstations with the MS Windows operating system and Apple workstations with the MAC OSX operating system with Intel processors.

This feature includes the following support services:

• Workstation incident response.
• Configuration of hardware and operating system.
• Connection and configuration of peripherals, e.g. printers, scanners, keyboards, mice, webcams or digital cameras, monitors, microphones, etc.

The CD-ROM with the original device software is often required to perform these activities. If the User does not have it, the technicians will search for available software drivers on the Internet and download them to the User's PC whenever possible.

In any case, GIGAS may, directly or through third parties, perform any actions it deems appropriate to verify the CLIENT or User is entitled to receive this feature of the Service, particularly, but not exclusively, to verify that the affected software or hardware complies with the above-mentioned requirements. The CLIENT shall also provide GIGAS, on a regular basis according to the frequency stipulated by GIGAS at any given time, a database with the Users entitled to receive this Service feature or access via webservices to GIGAS, or the third party appointed by GIGAS, for verification in real time.

GIGAS shall provide the service inherent in this feature using a remote chat-control tool or, if the User does not have internet access, through a helpline.

The User must register the first time they access this feature of the Service, providing all the necessary identification details. Then, they just need to key in their password for GIGAS to validate their identity.

a) FIRST INCIDENT RESPONSE SUPPORT & 24/7 SOC SUPPORT FOR BUSINESSES

Scope of the feature

The basic model includes the following tasks:

• Integration of security tools with the control dashboard. This feature has an embedded support platform through which the CLIENT can interact and report incidents autonomously. With a connected platform, the CLIENT can also visualise the control parameters of the security tools purchased.
• Support features of the security tools. Support service for any configuration, maintenance and support needs of the security tools purchased.
• Deployment and configuration of the tools. GIGAS helps with the deployment, installation and configuration of security tools through this feature.
• Configuration of the tools. Additional configuration or maintenance support after initial security configuration.
• Definition of new policies and subsequent changes. This feature supports the definition of the security policies required for the CLIENT's security tools according to the limits GIGAS may determine in each case.
• Security incident response and identification. A first response to a security incident and a proposed resolution are provided with this feature. GIGAS would resolve any incident that can be resolved using the security tools purchased by the CLIENT.

Security support (SOC) offers the following differentiated services:

• Unauthorised access attempts to data systems: In the event of a system or data access incident, GIGAS will perform an audit to discover how it was carried out, then make recommendations or configure security tools to mitigate the attempts.
• Privilege escalation attack: For an attempted privilege escalation, GIGAS will audit the CLIENT's security resources and make recommendations regarding the security policies to mitigate the attacks.
• Insider threat: GIGAS will provide support to detect potential insider threats, e.g. from spies, employees, etc. If an incident occurs, GIGAS will configure the security tools in an attempt to mitigate the threats.
• Phishing attack: GIGAS will provide support to detect threats related to phishing attacks via email, etc. If an incident occurs, GIGAS will configure the security tools in an attempt to mitigate the attacks.
• Malware attack: If there are any incidents involving malicious software, malware, ransomware, worms, etc., GIGAS will resolve and stabilise the computer systems, then configure the security tools in an attempt to mitigate the attacks.
• Denial-of-service attack: If the CLIENT sustains a denial-of-service attack incident, GIGAS will carry out the appropriate actions to stop the attack. Once it is resolved, GIGAS will configure the security tools in an attempt to mitigate the attacks.
• Password attack: In the event of incidents involving theft of the CLIENT's passwords, GIGAS will provide support based on best password control practices, so that the password system is secure (e.g. multifactor authentication, specific software, etc.). GIGAS will review the security tools' security policies in an attempt to mitigate further attacks.
• Web application attack: GIGAS may recommend best practices for configuring and troubleshooting web application security issues. GIGAS will perform security audits to verify weaknesses in these systems.
• Advanced persistent threat: GIGAS will perform security audits to verify that the CLIENT is not suffering a prolonged and undetected cyberattack. Once it is complete, GIGAS will configure the security tools in an attempt to mitigate the threats.

To provide the Service feature correctly, the Client must acquire cybersecurity tools so that it can track any security incidents that may arise.

The feature does not include monitoring of external tools provided by GIGAS or any third parties it may designate to detect security incidents.

Devices that are not covered by the scope of the Offer and/or these Specific Terms and Conditions shall not be configured. The User will only receive advice to mitigate the incidents detected.

c) PC SCAN, OPTIMISATION AND TUNE-UP

Description of the feature
This Service feature entails an automatic evaluation and scan of several components of the CLIENT's computer equipment to maximise performance. A detailed report is generated after the scan is complete that can be used as a basis for troubleshooting.

Scope of the feature

The following components of the CLIENT's equipment will be analysed:

• Hard drives
• Virtual memory
• Temporary files
• Security
• Other components that GIGAS may determine from time to time.

The following systems are supported:

• Windows
• MAC

To ensure that the service inherent in this feature is provided correctly, the User's equipment must meet the following technical specifications:

• Internet connection with minimum upload and download speeds of 512 Kbps
• PC: Intel Pentium D, AMD Athlon 64 or higher processors
• MAC: Intel processors
• RAM: Minimum 1 Gb
• Windows and MAC OS in manufacturer-supported versions

d) ADVANCED INTERNET CONNECTION TESTING

Description of the feature

This feature entails automatic testing of certain parameters that may affect the normal performance of the CLIENT's network using a tool installed on the User's equipment, subject to the User's prior consent.

A network diagnosis is performed remotely and incidents related to the User's Internet connectivity, e.g. slow browsing or connection issues, are resolved.

Scope of the feature

For devices using Windows or Android operating systems, the Service feature entails testing mainly:

• Devices
• Connectivity
• Router
• Speed

The critical characteristics of each are tested for connection speed.

To ensure that the service inherent in this feature is provided correctly, the User's equipment must meet the following technical specifications:

• Internet connection with minimum upload and download speeds of 512 Kbps.
• PC: Intel Pentium D, AMD Athlon 64 or higher processors.
• MAC: Intel processors.
• RAM: 1Gb.
• PC: Microsoft Windows XP or higher, Internet Explorer 8 or higher, .NET Framework 3.5 or higher.
• Android 2.3 or higher, native browser.

Provision of the Service cannot be guaranteed for mobile devices with open source operating systems.

e) ON-SITE EXPERT SUPPORT

Description of the feature

GIGAS will provide on-site technical support to the CLIENT where incidents cannot be resolved remotely. The decision on whether to send a technician is exclusively up to GIGAS. The CLIENT may not demand a visit.

Access to this Service feature is through the chat made available to the CLIENT by GIGAS on the web platform. The CLIENT can make a request via chat or telephone. GIGAS will respond to the USER's requests and determine, at its discretion, the need for on-site support.

Scope of the feature

Incident resolution in environments with supported Windows and MAC operating systems that cannot be resolved remotely, subject to availability in accordance with the operating system owned by the CLIENT and the possession of a legal copy, understood as the valid installation media and key for the manufacturer.

Configurations or requests for any other support service not arising from a malfunction of the CLIENT's equipment are excluded from the scope.

If the remote diagnostic determines that the equipment must be inspected in a specialised workshop, a courier service will collect it at no cost to the CLIENT.

The CLIENT will not be charged for labour. If parts are required to fix the equipment, a non-binding quote for the parts will be sent to the CLIENT.

The warranty period for support services provided by GIGAS is the minimum period stipulated in legislation in force when the Service is provided.

The warranty only covers malfunctions caused by installations or repairs on the CLIENT's computer systems on which GIGAS (or a third party appointed by it) has worked directly. In no case does it cover any systems on which GIGAS has not performed any action.

The warranty period starts upon completion of the services inherent in this feature.

The warranty does not cover reconfigurations or reinstallations arising from new specifications issued by the CLIENT after completion of the work.

This feature excludes the following:

• Internal and external cleaning of equipment.
• Support for equipment under warranty that was manipulated to resolve the problem.
• Hardware and repair of physical damage to hardware (the CLIENT will bear the cost of parts needed to repair the equipment).
• Software (including antivirus) and licences, which are performed remotely, where applicable.
• Server and Hub/switch support.
• Support installing cracked programs.
• On-site router support.
• Specialised support for the installation, configuration and connectivity of computer equipment or multimedia elements for professional use.
• Parts, accessories or software, where needed to resolve an incident.
• No support is provided for Linux and UNIX Operating Systems, servers and switches.
• Configurations or requests for any other support service not arising from a malfunction of the CLIENT's equipment are not included.

This Service featured is restriction to two (2) on-site visits per year.

f) SECURITY SERVICE - ANTIVIRUS

Description of the feature

This Service includes support to the CLIENT for protecting devices against security threats, helping minors to browse the Internet safely, where applicable, and locating devices in event of loss or theft.

- Scope of the feature

Security will be provided to devices against any type of threat in accordance with the usual inherent specifications of:

• Antivirus
• Parental control
• Antispam filter
• Secure Wi-Fi access
• Proactive e-threat protectionl/li>

The CLIENT's equipment must meet the following technical requirements for the software security solution comprising this Service feature to be installed and downloaded:

• Internet connection with minimum upload and download speeds of 512 Kbps
• For Windows:
• Operating system: Microsoft Windows XP SP3 (32-bits), Vista (SP2), Microsoft Windows 7(SP1), Microsoft Windows 8, Microsoft Windows 10.
• CPU: 1.6 GHz processor.
• Memory (RAM): 1 GB.
• Free disk space: 1 GB of free space, with at least 800 MB on the system drive.
• For MAC:
• Operating system: OS X Mountain Lion (10.8.5), OS X Mavericks (10.9.5), OS X Yosemite (10.10 or later), OS X El Capitan (10.11).
• Memory (RAM): 1.0 GB.
• CPU: Intel-based Macintosh computers.
• Memoria (RAM): 400 MB.
• Free disk space: 400Mb (MAC OS).
• For mobile devices:
• Android 3.0 or later operating system.

g) NETWORK VULNERABILITY SCANNING

Description of the feature

With this feature of the Service, the CLIENT will receive a report on network vulnerabilities and intrusions. GIGAS may involve a technician to help the CLIENT address potential vulnerabilities.

Scope of the feature

The scan report lists vulnerabilities and classifies them by severity based on the Common Vulnerability Scoring System (CVSS). GIGAS will provide this report to the USER and may, upon request by the CLIENT, resolve the vulnerabilities located with the involvement of a GIGAS technician.

h) WEB VULNERABILITY SCANNING

Description of the feature

The feature of the Service is provided using a tool that scans potentials security "holes" in web environments, including pages and applications.

Scope of the feature

The tool scans all web environments, including both HTTP and HTTPS protocols, and generates a detailed report of the vulnerabilities detected and the severity of each threat.

The vulnerability report is delivered to the CLIENT within 48 hours from completion of the scan. The Service is accessible non-stop 24/7.

i) OFFICE 365 SUPPORT

Description of the feature

This feature provides technical service and support on configuration and use of the Microsoft Office 365 suite to all Users of the CLIENT.

Scope of the feature

This feature comprises the following actions:

• Recovery of accidentally deleted mailbox content, provided the backup copy is accessible and undamaged.
• Access password reset, as long as the solution provided by the operator includes administrator access to the management tools.
• Modification of access permissions.
• Support on use of the Office 365 platform.
• Support resolving service and configuration incidents.
• Support on Office 365 system software updates.

j) GOOGLE WORKSPACE SUPPORT

Description of the feature

This feature of the Service entails providing IT support to all Google Workspace tools. Tech support is accessed via the web platform or by third parties which GIGAS notifies to the CLIENT in due time or via chat.

Scope of the feature

This feature comprises the following actions:

• Support on use of the Google Workspace platform.
• Support resolving service and configuration incidents.
• Modification of access permissions.

k) CLOUD BACKUP

Description of the feature

With the Backup feature, the CLIENT can safeguard information stored on their computer on servers hosted in a cloud data processing center. The backup copies are made via the Internet in a completely secure manner, since the data sent and stored are encrypted. Only the User who made the backup copy has access.

Scope of the feature

To use this feature, the CLIENT (with the help of GIGAS, where necessary) must download and install an agent on their device to manage the backup. Backups can be scheduled to run daily and incrementally to minimise the amount of space used.

Technicians appointed by GIGAS may help the CLIENT schedule backups and restore data to the same system from where they were copied whenever possible, or to an alternative system specified by the CLIENT.

l) START-UP

Description of the feature

This Service feature includes helping start-up, configuring and supporting the tools that must be installed on the services platform.

Scope of the feature

This feature comprises the following coverage:

• Installation of the service tools specified by the Client.
• Configuration of the service tools specified by the Client.
• Support of the service tools specified by the Client.

Support of programs not covered by the scope of the Service acquired, uses and professional support of applications and platforms, and services are excluded.

Service	Use	SLA Chat	SLA Telephone	Availability
Comprehensive support	Unlimited	Response ≤ 30s	Response ≤ 45s	24x7
24/7 first response to security incidents 24/7 security incident resolution	Unlimited
PC scan and maintenance	2 scans/year
Advanced internet scanner	2 scans/year
Office 365 support	Unlimited
Google Workspace Support	Unlimited
Antivirus Total Security	3
Network vulnerability scanning	1 scans/year
Web vulnerability scanning	1 web/year
Cloud backup copy	3 devices 10Gb/device
Start-up	Unlimited
On-site support	2 visits/year	Response ≤ 30s	Response ≤ 45s	Telephone helpline: 9am-6pm, M-F (excluding holidays). On-site support: 9am-7pm, M-F (excluding holidays). Appointment in less than 2h. Support: 24h for regional capitals, 48h other towns and cities.