VOORWAARDEN CONTRACT

1. By taking out this basic subscription, the CLIENT shall be provided with the following services by SEBECO:

• 2 free activations per year, one of which can be used to start up an information line concerning a new line or service; each activation has a maximum term of 5 calendar days.
  • The guarantee that the action will, in case of an emergency, be started up within two hours after receiving, during office hours, the signed instruction, by fax, at 32 9 233 34 78.
  • The guarantee that you can call on EMY POINT as of the eleventh day of the signing and receipt by SEBECO of this contract.
• EMYPOINT helpdesk, open upon activation, between 6:00 AM and 10:00 PM, and a standard IVR application with choice of language, wait menu and answering message between 10:00 PM and 6:00 AM on a Sunday or holiday
• Bilingual, briefed operators (Dutch/French and French/Dutch)
• A basic scripting, supported and executed in AVAYA and SYNTELATE
• The reporting after the campaign (of the following data: number and duration of the calls handled) and provision of a file with the questions asked and comments
• Service Level Agreement of the following scope:
  • After Helpdesk activation + 1 hour: 50%
  • After Helpdesk activation + 2 hours: 70%
  • After Helpdesk activation + 3 hours: 80%

2. The basic subscription comprises all the following options for the CLIENT:

• As of the third requested activation on an annual basis: €250 in start-up costs
• Other opening hours (price calculation upon offer request)

3. To carry out an instruction, SEBECO must receive the following from the CLIENT:

• Several options in IVR choices (price calculation upon offer request)
• A signed fax with a precise description of the problem, the answers to give, GO at 32 9 233 34 78.
• Continuing feedback concerning the development of the problem

4. Other Arrangements

4.1 This agreement shall be valid for at least 1 year. The agreement shall enter into force on the 11th day after the day the contract is received from the CLIENT duly signed. This agreement shall, after the expiry date, be automatically and tacitly extended for successive periods of twelve (12) months, unless terminated by either Party at least three (3) months prior to the expiry date by registered letter. SEBECO reserves the right, after prior, written notice to the Client, to terminate the agreement or to review it as of the end of the first or every subsequent 12-month period as of the commencement date.

4.2 The price shall be indexed annually on the commencement date of this agreement in accordance with the following price revision formula:

P = Po x (a + bx (S/So))

(P = revised price; Po = price when the agreement was concluded; a = 0.20; b = 0.80; So = reference wage in the metal processing industry, namely the element nationally recognised and applied by the Ministry of Public Works and published by AGORIA at the time the agreement was concluded; S = the reference wage at the time of the annual price revision).

4.3. SEBECO shall be entitled, as of right and without service of notice, to annul the agreement or suspend its obligations in the following cases: (a) if the Client fails to observe properly or at all its obligations arising out of this agreement; if the client has applied for a suspension of payments or composition or is in a state of bankruptcy.

4.4. SEBECO shall deploy the necessary means in order to provide the services according to the rules of the trade at the time that the service is provided. Its commitments must be qualified as efforts for improvement.

4.5. SEBECO shall in no way be held liable for any such direct or indirect loss, such as financial loss, commercial loss, production losses, loss of earnings and/or income, as could be caused by the crisis situation that occurred.

4.6. SEBECO cannot be held liable for any delay in or non-compliance with its obligations on the grounds of this agreement or agreements arising out of it as a result of circumstances that are reasonably beyond its control (including social troubles such as strikes).

4.7. Only the Courts of the Judicial District of Ghent shall be competent to hear disputes concerning this contract.