Vodafone One Business Service Description

MASTER SERVICES AGREEMENT

SERVICE DESCRIPTIONS

SERVICE DESCRIPTION: VODAFONE ONE BUSINESS

PART A – PRODUCT OVERVIEW Vodafone One Business is a Unified Communications solution delivering fixed and mobile convergence.  Vodafone One Business connects mobiles, laptops, tablets, and phones, so your people can communicate on any eligible device they choose.  Vodafone One Business includes collaboration tools such as virtual meeting rooms for video and audio conferencing, along with instant messaging and content sharing.  Smart call management features like call transfer, auto attendant, hunt groups and extension dialling let your people work more efficiently and productively.  Vodafone One Business has a call management system that’s easily controlled in real time through a simple online portal.  Vodafone One Business is available as a Bundled Solution (Vodafone-provided access and product), or as an Unbundled Solution (Vodafone-provided product, third-party access). New features will be added to Vodafone One Business as they are released.

PART B – VODAFONE ONE BUSINESS SERVICE 1. Your Vodafone One Business Service 1.1 Vodafone One Business has three user profiles to choose from – Vodafone One Business Unified, Mobile, and Basic. Key features of these three profiles are detailed below:

Vodafone One Business Vodafone One Business Vodafone One Business Unified Mobile Basic

Available on a mobile, Available on a mobile Available on IP phone, tablet, laptop or desktop device only audio conference end and IP phone^ per User points, and IP DECT (IP cordless phones)^

Collaboration Collaboration Collaboration through instant messaging, through instant messaging, No collaboration features are presence, content sharing presence, and audio available with the Basic and My Room for personal conferencing profile video and audio See section 8 for more conferencing* details See section 8 for more details

Unlimited calls to Unlimited calls to standard Unlimited calls to standard standard NZ and NZ and NZ and Australian numbers Australian numbers Australian numbers calls from your mobile are as per your mobile plan included as per your mobile plan

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Vodafone One Business Vodafone One Business Vodafone One Business Unified Mobile Basic

Call management with a wide range of features including hunt group, auto attendant, reception console, and single voicemail See section 6 and 7 for more details

Low international calling rates across eligible devices

Self Service Portal real time management of call management features and outbound call reports

Training and Optimisation available as optional services

*Not available on mobile. ^IP phones, audio conference end points, and IP DECT can be used on Metro Access or Metro Lite connectivity or compatible Third-Party Access.

2. Getting Vodafone One Business 2.1 Vodafone One Business Unified and Basic profiles are available on a 24 or 36 month term or as otherwise agreed by the parties. 2.2 Vodafone One Business Mobile profile is available on an open term. 2.3 It is your responsibility to ensure that you have compatible access service and connectivity in place to support your deployment. This includes, but is not limited to, Physical Connectivity, Power, Bandwidth and Internet access. Further information can be found on our frequently asked questions page (section 22 Definitions). 2.4 Vodafone One Business audio and video services consume data and require at least the below outlined synchronous Bandwidth requirements. It is the responsibility of the customer to ensure that their environment allows for these Bandwidth requirements and any associated costs if a Third Party Internet Access method is consumed. (a) 100Kbps per Voice Call (b) 2Mbps per Video Call 2.5 You agree the number of Vodafone One Business Unified and Basic Users to be maintained throughout the contract term as part of your initial sign up (“Initial Agreed Users”). Early Termination Charges will apply if you drop below 80% of the Initial Agreed Users. Prerequisites 2.6 Mobile: If you connect an eligible mobile phone to Vodafone One Business Unified or Vodafone One Business Mobile, that mobile phone must be on a Red Share for Business Smartphone Connection or a Red+ Business Pricing Plan. Pricing, Commercial Terms and Service Descriptions for Red+ Business or Red Share for Business will apply as appropriate. 2.7 Tablet: If you connect a tablet to Vodafone One Business Unified, that tablet must be on a Red+ Business, Red Share for Business Tablet or Mobile Broadband Pricing Plan. Pricing, Commercial Terms and Service Descriptions for Red+ Business, Red Share for Business Tablet or Mobile Broadband will apply as appropriate. 2.8 Reception Console: If you purchase the Reception Console feature you must take the Vodafone One Business Unified profile and a IP Desk Phone (Premium) for each Reception Console User. 2.9 Users with eligible mobile plans: If you wish to connect a User who has an eligible Vodafone Mobile plan but has their own billing account, you must obtain their consent to add them as a

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Vodafone One Business User. You will need to advise the User that their usage details (including usage on the eligible mobile plan) will be visible to your Vodafone One Business Administrators. 2.10 Third Party Access: You must have an appropriate Broadband and/or Access product to connect your Sites if you use Vodafone One Business on a desktop, laptop or IP phone.

(a) At a minimum, you must have Internet connectivity capable of reaching the Vodafone One Business service.

(b) You must have a LAN environment that is suitable to support voice and video traffic to/from the Vodafone One Business platforms.

2.11 Vodafone Fixed Access: You can purchase a dedicated Access product to connect your Sites if you use Vodafone One Business on a desktop, laptop or IP phone. The table below sets out which Vodafone One Business features are available with each Access type. Pricing, Commercial Terms and Service Descriptions for these products will apply as appropriate.

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Vodafone One Business Access Type IP phone Application on desktop, laptop and mobile

Metro Access and BIA Yes Yes Metro Access and VSI Yes Yes Metro Access Yes No Metro Lite and BIA (via IP-VPN) Yes Yes Metro Lite and VSI (via IP-VPN) Yes Yes Metro Lite Yes No Business Broadband No Yes Third Party Internet Access Yes Yes

2.12 If you take Business Broadband or Metro Lite, then the maximum number of Vodafone One Business Users per Site is: (a) 3 Minimum; of three users at each Site Metro Lite or Metro Access is delivered. (b) 20, if Business Broadband or Metro Lite is delivered over Fibre Access; and (c) 4, if Business Broadband or Metro Lite is delivered over VDSL. 2.13 Our agreement to provide Vodafone One Business Services to your Site as a Bundled Solution is conditional upon us confirming that we are able to supply Access to your Sites, and your confirmation to meet any additional costs or terms that might apply. The terms in the Metro Access, Metro Lite, Fibre Access, VDSL Access, BIA, VSI, and/or IP-VPN Service Descriptions will apply as appropriate. Our agreement to provide Vodafone One Business Services to your Site as an Unbundled Solution is conditional upon compatible Access being in place at your Sites, and your confirmation to meet any additional costs or terms that might apply. 3. Vodafone One Business Application 3.1 To use Vodafone One Business on eligible mobile, desktop, laptop or tablet devices you will be provided with the Vodafone One Business Application. It can be installed on up to 4 separate devices for a Vodafone One Business User and 1 device for a Vodafone One Business Mobile User. End User Licence Terms apply. 3.2 Vodafone One Business Application is available on certain mobile phones and operating systems. See our Frequently Asked Questions page for details. 4. Vodafone One Business Calling 4.1 All calls are charged on a minute plus minute basis (calculated to the next minute). There is a one minute minimum Charge for each call and the Charge for each call is rounded to the nearest cent. 4.2 Your Pricing Plan only covers the call types that are expressly specified as being included in your Pricing Plan. Excluded Calls are not covered by your Pricing Plan. Excluded Calls made by your Users will be charged at the rates set out on our website or otherwise notified to you. 4.3 International calling rates are specific to Vodafone One Business and will differ to your Red+ Business and Red Share for Business Pricing Plans. When your Users are roaming, roaming calling rates will revert back to your Red+ Business and Red Share for Business Pricing Plans. 4.4 Premium calling rates are specific to Vodafone One Business used on a desktop, laptop or IP desk phone and will differ to your Red+ Business and Red Share for Business Pricing Plans. Premium calls made from Vodafone One Business used on a mobile phone will use your Red+ Business or Red Share for Business Pricing Plan as appropriate. 4.5 All mobile phone calls (excluding premium and roaming calls) from eligible plans are billed on the Vodafone One Business Service. 5. Porting

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5.1 You will be provisioned with a Geographic Number as part of the Vodafone One Business Service. This can be a new or existing Geographic Number associated with the local calling area your business is located in. You can choose to use either your Mobile Number or your Geographic Number when presenting your number to the people you call. 5.2 Any numbers that are ported from your previous service provider to Vodafone will have all the services associated with the numbers disconnected by the previous service provider. Some services provided by the previous service provider may not be able to be supported by Vodafone One Business (such as eftpos and fax). 5.3 It is your responsibility to check your existing contract to see if there are any outstanding obligations you may have to the previous service provider, including for unpaid invoices, early termination charges and/or porting charges. 5.4 We may, in our discretion, decline to port the number(s) for any reason whatsoever. 6. Equipment 6.1 IP desk, IP DECT, and IP conference phones are available for an additional monthly fee. If you take any of these phones it will be your responsibility to supply a router per Site and POE switch(es) per Site where required. Each item of equipment provided by Vodafone remains our Equipment and must be returned at the end of the Term. We may charge for our Equipment if it is not returned. (a) When Vodafone One Business Metro Access or Metro Lite connectivity is purchased we will supply you with one router per Site and POE switch(es) per Site where required. Each item of equipment remains our Equipment and must be returned at the end of the Term. We may charge for our Equipment if it is not returned. 7. User Call Management Features 7.1 The User calling features available with Vodafone One Business (Unified, Mobile and Basic Profiles) are available at www.vodafone.co.nz/OneBusinessFeatures/. 7.2 When your Users make a call, their name and number will be displayed to the called party by default (name is displayed if the called party’s device can display names). Your Users can disable the provision of their name and number to people outside your organisation. Your Users cannot disable the provision of their name and number to people inside your organisation. See www.vodafone.co.nz/OneBusinessFeatures/ for more information. 7.3 An additional feature to the Vodafone One Business Service is Vodafone Smart Number. Vodafone Smart Number is a call redirection service allowing inbound calls to be redirected to a customer defined termination number. Vodafone Smart Number also allows for calls to be redirected on an always or scheduled basis. There is an additional charge for this service. Refer to the pricing schedule for details of the applicable charges 8. Team Call Management Features 8.1 The Team calling features available with Vodafone One Business (Unified, Mobile and Basic Profiles) are available at www.vodafone.co.nz/OneBusinessFeatures/. 8.2 Music on Hold: it is your responsibility to obtain licences for any Music on Hold recordings you wish to use with your Vodafone One Business Service. For details of how to obtain these licences, visit https://www.onemusicnz.com/. 9. Personal Collaboration Features 9.1 The personal collaboration features available with Vodafone One Business (Unified and Mobile Profiles) are available at www.vodafone.co.nz/OneBusinessFeatures/. Personal collaboration features are only available when using the Vodafone One Business Application. 10. Self Service Portal 10.1 You will receive access to the Self Service Portal as part of your Vodafone One Business Service. We will provide details on how to access and log in to the Self Service Portal.

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10.2 Each User will be provided with their own User Name and Password. You are responsible for changing the password and keeping it updated in accordance with good security practice. You must not share your password login details with others. 10.3 The Self Service Portal will allow you to manage your User features. You will need to select at least one Administrator and have at least one Administrator at all times. Administrators will have the ability to manage other Users’ features, Team features such as Auto Attendant, and view call history and invoices. Administration rights can be added or removed by another Administrator or by contacting us. 10.4 Vodafone One Business call details are available in the Self Service Portal, other than premium and roaming calls made from your mobile which can be found in My Business. My Business log in details are separate to your Self Service Portal log in. 10.5 You are responsible for the management of your User and Administrator logins. You must remove User and Administrator access from your Users if they leave your organisation. 10.6 For Emergency Services purposes you will need to ensure your Users locations are kept up to date within the Self Service Portal. 10.7 Your Administrators will be able to add/remove or adjust the Services via the Self Service Portal. Any changes or adjustments will be binding when you submit them and will be implemented immediately and any applicable charges will be added to the Monthly invoice. 11. Billing 11.1 You will be billed for your Vodafone One Business Services once the first User is activated. 11.2 Vodafone One Business is billed on the first of each month. A summary of your monthly Vodafone One Business bill (and details of how to pay) is available in My Business. Premium and roaming calls will be billed separately. 11.3 Details of your monthly Vodafone One Business calling will be available in the Self Service Portal. 12. Reporting 12.1 The Self Service Portal makes available a comprehensive set of management reports listed in the table below. The Self Service Portal includes easy to use filters for number and date ranges, plan type, etc. All statistics are updated in near real time. Data can be exported as CSV files and reports as PDFs at the click of a button, and can be emailed automatically if required.

Report Name Description Call Detail Records Near real time call records including calling, called, and redirected numbers, start time, duration and call charges. Calls By Destination Count Total call count to destinations in descending order for selected period including duration and call charges. Calls By Destination Duration of calls to destinations in descending order for Duration selected period including total call count and charges. Calls By Destination Charge Call charges to destinations in descending order for selected period including total call count and duration. Calls By Date Count Total count of calls from all numbers by date for selected period, includes total duration and call charges. Calls By Date Duration Total duration of calls from all numbers by date for selected period including total count and call charges. Calls By Date Charge Total charge for calls from all numbers by date for selected period including total count and duration. Most expensive calls Most expensive calls in descending order for selected period including calling and called numbers, call type, start time, duration and cost.

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Report Name Description Longest calls Longest duration of calls in descending order for selected period including calling and called numbers, call type, start

time, duration and cost. Most frequently called Most frequently called numbers in descending order for numbers, call count, call selected period including called number, total call count, charge. duration and cost.

PART C – PRICING 13. Pricing Overview 13.1 Refer to the Pricing Schedule for details of the applicable Charges. 13.2 Your invoice will be available at the start of each month in the Self Service Portal. Please follow the payment instructions on the invoice, as these may differ from other Vodafone Services you have. 13.3 If you terminate your Vodafone One Business Services before the end of the Service Initial Term, Early Termination Charges will apply as set out in the Commercial Schedule. Please see clause 16 for further details about terminating Vodafone One Business Services.

PART D – INSTALLATION, SITES AND TERMINATION 14. Installation 14.1 We will contact you to set up your User call flows and confirm your installation dates and Site information. 14.2 We may visit your Site to conduct a Site audit prior to installation. During the Site audit we will confirm you are able to receive the Vodafone One Business service. You must be present for this Site audit. If a Site audit cannot proceed for a reason we do not control you may be charged for a Missed Appointment. 14.3 A standard charge will apply for installations that we consider to be simple as set out at in the Pricing Schedule. 14.4 If we consider that any installation is not simple, our Charges for that installation will be on a time and materials basis and we will consult with you to agree on the costs (or the basis of such costs) prior to incurring them. 14.5 If you opt for a Bundled Solution, access will be installed first. If you opt for an Unbundled Solution, then Access must be in place before supply can commence. In some cases, characteristics of your Access line(s) may mean we are unable to supply you with Vodafone One Business at a particular Site. If this occurs, we will investigate alternative access with you. 15. Sites 15.1 Please refer to the Pricing Schedule for details of your sites which will receive the Services provided under this Service Description. 15.2 Your Sites must be specified in our Agreement. Our agreement to provide Services to you is conditional upon us confirming that we are able to supply Access to your Sites or compatible Access is in place, or can be installed at your Sites, and your confirmation to meet any additional costs or terms that might apply. 16. Termination 16.1 If you connect an eligible mobile phone to Vodafone One Business, and then port or disconnect that mobile phone, your Vodafone One Business Service WILL NOT be disconnected. 16.2 If you connect an eligible mobile phone to Vodafone One Business Mobile, and then port or disconnect that mobile phone, your Vodafone One Business Mobile Service WILL be disconnected.

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16.3 If you use a Fixed Access to use Vodafone One Business, and you plan to change or discontinue that Fixed Access Service you must contact us. Your Vodafone One Business Service WILL NOT be disconnected unless requested by you, but may not operate as expected if you have changed or disconnected your Fixed Access Service. 16.4 If a User or Administrator leaves your business, you should contact us and advise us that your User’s or Administrator’s Vodafone One Business Services should be terminated. You will be charged for those Vodafone One Business Services as set out in the Legal Schedule. You must also remove any such User or Administrator from accessing the Self Service Portal. 16.5 If you take an IP desk, IP DECT or audio conference phone and you terminate your Vodafone One Business Service, you will continue to be charged the monthly fee for the phone until the phone is returned to us.

PART E – SUPPORT 17. Support 17.1 For user guides and frequently asked questions please visit our Frequently Asked Questions page. 17.2 If you experience a fault please call us on 888 or your standard Vodafone support number. 17.3 The Fixed Services Service Level Agreement applies to Vodafone One Business.

PART F – TRAINING AND OPTIMISATION 18. Training Videos and Webinar 18.1 Online training videos and user guides are available to help you to learn how to use the Vodafone One Business features. The videos and guides are available at https://www.vodafone.co.nz/vodafone-one-business/how-to-guides/. 18.2 At your request we will provide your business with a one hour training webinar (for a maximum of 15 online participants) for no additional charge. The webinar will only be available within the first three months of the Service Initial Term. 19. Training Services and Optimisation Services (optional) 19.1 Training services and optimisation services are optional services that can be supplied with the Vodafone One Business Service. The additional charges for these services are set out in the Pricing Schedule. 19.2 Training services can be provided onsite at your location or via webinar. Webinar sessions can be attended by a maximum of 15 online participants. 19.3 Training sessions can be provided as one-one-one training, group training, or on a train-the- trainer basis. 19.4 A list of standard training modules is available and you can select the module/s that you want covered in your training session (time permitting). 19.5 Optimisation services will help you optimise the User calling and the Team calling features of the Vodafone One Business Service. To take advantage of the optimisation services you will need to work with the trainer and let them know how you want your call flows to operate. Optimisation services can either be provided onsite at your location as an add-on to an onsite training session, or be provided remotely. 19.6 If you postpone or cancel training services or optimisation services the following charges will still apply:

Postponement within 1 Business Day prior to the 50% of the charges for the scheduled start time relevant session Cancellation within 1 Business Day prior to the scheduled 100% of the charges for the start time relevant session

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Cancellation within 3 Business Days prior to the 50% of the charges for the scheduled start time (except where the row above applies) relevant session

PART G – OTHER TERMS AND CONDITIONS 20. Service Limitations 20.1 Some features have limits on the number of concurrent participants. Please see www.vodafone.co.nz/OneBusinessFeatures/ for more details. 20.2 In addition to the terms in the Legal Schedule, you may not use Vodafone One Business: (a) for auto-dialling, continuous call forwarding, or multiple simultaneous calling or any other activity that we consider to be non-standard usage; or (b) for resupply, resale, onsale or any other supply to a third party (whether in whole or in part) 20.3 We may decline to supply you with Vodafone One Business, or suspend or terminate your Vodafone One Business service (in whole or part) if we consider that your use or a User’s use of your Vodafone One Business Service is not in accordance with clause 20.2 above. 20.4 Power Failure: IP phones, audio conference end points, and IP DECT phones are reliant on mains power, both at your Site and in our Network. In the event of a power failure these phones will NOT work. 20.5 Calling: Vodafone One Business services using the Vodafone One Business Application over a Broadband connection may not provide a level of data throughput required to deliver some voice and video communications. Vodafone One Business services should not be your primary access service for emergency services calling (111 calling). In the event of a power failure emergency services calling will NOT work. 21. Your responsibilities: 21.1 Security: Unless there is a separate agreement in place between you and us to the contrary, the internal security of your IT and telecommunications networks is your own responsibility. You will maintain strong password strength for all aspects of your LAN network, Self Service Portal and voicemail password protection to protect your business from malicious attack. 21.2 You are responsible for: (a) any required operating system configuration on your computer and connecting any local area network or computer network to the Vodafone One Business Service; (b) local area network or computer equipment and any related cabling. IP phones, audio conference end points, and IP DECT phones require independent cat5e structured cabling; (c) any power required by equipment that we install to support the Vodafone One Business Service, unless we provide any of the above items to you as a separate service. (d) ensuring that the network conditions are suitable for use with the Vodafone One Business Service. 22. Definitions In this Service Description in addition to the terms defined elsewhere in the Agreement, the following defined terms will apply to this Service Description: Access means the access that connects your Sites, which may be Vodafone Metro Access, Vodafone Metro Lite, Vodafone Fibre Access, Vodafone VDSL, or compatible Access provided by a third party. Administrator means the assigned User that can access and control the User and Team features via the Self Service Portal. Bundled Solution means Vodafone-provided Product and Access;

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Excluded Calls means any call types which are stated on our website at www.vodafone.co.nz as being excluded from your Pricing Plan or metered outside your Pricing Plan. These include: 0900, Audio Conferencing, Carrier Access codes, Paging Services, Direct dial to Tele-paging, Directory Assistance and International Directory Assistance, Satellite Calls (Inmarsat) and any numbers not included in the standard calling proposition. Frequently Asked Questions see www.vodafone.co.nz/OneBusinessFAQs/. Initial Agreed Users means the agreed minimum number of Users as set out in the Pricing Schedule. Self-Service Portal means the online portal where you can manage your features and call reporting. Unbundled Solution means Vodafone-provided Product and third-party-provided Access.

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APPENDIX: VODAFONE ONE BUSINESS CALL RECORDING

PART A - PRODUCT OVERVIEW Vodafone One Business Call Recording is a service that allows inbound and outbound calls to be recorded and accessed using the self-service portal.  Vodafone One Business Call Recording allows recordings to be stored for up to 7 years as long as there is an active continuous subscription to this service. After this period, or if the service is cancelled, call recordings will securely purged and will not be accessible.  Provided there is an active continuous subscription to Vodafone One Business Call Recording, call recordings can also be downloaded for later use.

PART B – VODAFONE ONE BUSINESS CALL RECORDING SERVICE

1. Getting Vodafone One Business Call Recording 1.1. Vodafone One Business Call Recording is available on an open term and you may cancel the service at any time and for any reason. Prerequisites 1.2. You must have an active Vodafone One Business service. 1.3. Vodafone One Business Call Recording must be added to your account and enabled at sign up or via a MAC request. 2. Self Service Portal 2.1. You will receive access to your call recordings via Self-Service Portal as part of your Vodafone One Business Service. 2.2. The Self-Service Portal will allow Administrators to manage your call recordings. Administrators will have the ability to view and manage individual users’ call recordings and service. 2.3. Individual users will require the Administrator to apply permissions to allow them to access, manage and view their call recordings. 2.4. Once permissions are applied, the Self-Service portal will allow individual users to configure an announcement that the incoming or outgoing call is being recorded. 3. Use of call recordings and the Vodafone One Business Call Recording Service. 3.1. You will at all times comply with all Applicable Laws to your use of the Vodafone One Business Call Recording Services and any call recording that we provide for you under the service. 3.2. In particular, you are solely responsible for ensuring that parties to call are made aware that the call will be recorded and the use that may be made of the call recording. 3.3. Vodafone will not be liable in any way for any misuse of any call recording. 3.4. Vodafone Call Recording is not a PCI compliant service. You should not use the Vodafone Call Recording service to capture and store credit card information.

4. Billing 4.1. You will be billed for Vodafone One Business Call Recording once the first user is activated. Vodafone One Business Call Recording is billed on the first of each month. 4.2. If you tell us that you want to terminate the service 20 Business Days in advance of the billing date, we will not change you for services in that month. 4.3. If you don’t tell us that you want to terminate the service within this period, we may charge you for that month.

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In either case, we will not apply any credits where you terminate the service PART C – PRICING 5 Pricing Overview

Plan Minutes MRC Overage

Unlimited Unlimited $16 per user N/A

5.1. Where permitted by our Agreement with you, we may adjust the price for this service where any input used to deliver the service are subject to an increase or decrease on more than 2% in the exchange rate between the NZ dollar and the Australian dollar. Any adjustment to exchange rates that we make will reflect the actual value of this exchange rate increase or decrease.

Service Description: Vodafone One Business