SLA and Support Contact Information

1. Terms and Conditions for Provision of the OLB Service to Toshiba Customers

The terms and conditions governing access to and use of the AVG/Avast CloudCare Online Backup Service (“OLB Service”) are contained in the End User Agreement (“EULA”) available at www.avg.com/eula. The following additional Applicable Conditions contained in this document also apply to a customer in Canada who purchases a product from Toshiba Tec Canada Business Solutions Inc. which includes the OLB Service bundled as part of that product purchase (“Toshiba Customer”). AVG/Avast and its subcontractor Infrascale, Inc. shall handle any Toshiba Customer data stored in the OLB Service (“User Data”) in accordance with Avast’s Privacy Policy available at www.avg.com/privacy. Toshiba Customers shall remain the owner of User Data at all times, subject only to the limited license granted by the Toshiba Customer to AVG under the EULA. All hardware used to store the User Data is owned and operated by AVG/Avast’s subcontractor Infrascale, Inc. and is hosted in a hosting facility in Canada provided by Peer 1 Network Enterprises, Inc. who also provide physical operations and managed services support at such hosting facility. Capitalized terms not defined in this document have the meanings ascribed to them by the EULA.

2. SLA for the OLB Service Provided to Toshiba Customers

AVG shall use reasonable commercial efforts to achieve an Uptime of 99.5% or higher for the OLB Service provided to Toshiba Customers during any calendar month period.

Uptime = (M-U)/M stated as a percentage, where:

M = the number of minutes in the relevant calendar month period

U = the number of minutes of Unavailability

Unavailability means a period exceeding 5 consecutive minutes where the internal servers of AVG/Avast or its subcontractor Infrascale, Inc. are returning errors with error status “Internal Error” or “Service Unavailable” to 5% or more of all valid requests for the OLB Service made by all Toshiba Customers. Unavailability shall be measured inside the network DMZ of AVG/Avast’s subcontractor Infrascale, Inc. Unavailability shall not include any Excused Unavailability.

Excused Unavailability means any Unavailability due to (i) scheduled maintenance and/or upgrades of the OLB Service; (ii) any instance of Unavailability caused by a Toshiba Customer; (iii) any Unavailability of the OLB Service due in whole or in part to any cause beyond the reasonable control of AVG/Avast or its subcontractor Infrascale, Inc., including but not limited to, any interruption of power or telecommunications; any denial of service, virus, worm or other form of cyber attack; any failure of the

internet, an internet service provider or any telecommunications equipment; any unavailability of any third party APIS; and the browser configurations, hardware and/or software of Toshiba Customers.

3. Support Contact Information for Toshiba Customers

Emergency Support:

Emergency support tickets are targeted for a 4-hour call back time from AVG/Avast. Outages will need to be reported by calling (855) 738-1284 Option 2.

All Other Support Tickets:

All other support tickets are targeted to receive a response from AVG within 12 business hours of the initial ticket being opened. https://support.avg.com/partners_contact_form?l=en_US

Operational Support:

Phone and email ticket support from AVG/Avast are available 24 hours a day, 7 days a week, 365 days of the year by calling (855) 738-1284, Option 2 or emailing, cloudcaresupport@avg.com. Toshiba Customers may also contact Toshiba Tec Canada Business Solutions Inc. at TTCS-supportservices@toshibatec.ca