APPENDIX No.5

To the Paid Service Contract

No._____________ dated _______ "__," 202_.

REGULATION ON THE PROVISION OF CLOUD SERVICES

1.          TERMS AND DEFINITIONS

DNS (Domain Name System) means a computer-distributed system used to obtain information about domain name records, particularly, about the IP addresses of servers or devices.

IOPS (input/output operations per second) means the number of I/O operations per second, measured as an average value over an interval of 20 minutes according to the control interface of the Contractor's data storage system with a block size of 4 KB and a ratio of the number of read/write operations of 70 to 30.

IP Address means a unique network address in a data transmission network built using the IP protocol (inter-network data transmission protocol).

SATA means a type of disk of virtual machines hosted on storage systems with SATA disks using SSD cache.

SAS means a type of disk of virtual machines hosted on storage systems with SAS disks using SSD cache.

SSD means a type of disk of virtual machines hosted on storage systems with SSD disks.

Virtualization means a technology for providing computing resources to the Contractor that can work in an isolated environment without being linked to specific physical resources.

Virtual Machine means an isolated software and hardware system located on the Contractor's infrastructure (a set of processor, memory, and disk space resources) that emulates hardware and is designed to work under the control of the Customer's operating system.

Virtual Network means a non-public data transfer network between the Customer's Virtual Machines, which is built using the IP protocol (inter-network data transfer protocol);

Disk Space means a collection of data storage resources of the Contractor with the ability to work in an isolated environment.

Virtual Machine Metric means information about a virtual machine of one type, i.e. Processor utilization, Virtual Memory usage, incoming and outgoing Virtual Machine traffic, availability of network services running in the Virtual Machine (running over the HTTP protocol), checking the success of a PING network request by the IP address of the Virtual Machine.

Cloud Services means the provision of Services with useful functions using Virtual Machines with or without a pre-installed system and specialized software, a Virtual network, and a Virtual Network Gateway on the Contractor's computer and ensuring their smooth operation.

Memory means an energy-dependent part of computer memory, which temporarily stores the data and commands necessary for the processor to perform an operation, which has the ability to work in an isolated environment.

Virtualization Platform means a specialized software that implements Virtualization on the Contractor's hardware and software complex.

Processor means a part of the processor power of the Contractor's infrastructure allocated for a Virtual Machine running under the Customer's operating system.

Resource Pool means a set of virtual computing, disk, and network resources rented by Customers on the Contractor's hardware and software complex.

Virtual Network Gateway means a Service component configured in the Personal Account that provides interaction between a Virtual Network and other networks, i.e. the Internet or the Customer's local network.

2.   GENERAL PROVISIONS

2.1.      The Contractor shall provide Cloud Services on a paid basis.

2.2.      This Regulation on the Provision of Cloud Services establishes the general principles and rules for the provision of Cloud Services under this Contract.

2.3.      For each Cloud Service that can be provided under the Contract, additional conditions may be established, which shall be set out in the relevant Addenda to this Regulation. In the case of a discrepancy between the terms and conditions set out in the Contract, the Regulation, and the Addendum, the terms set out in the Addendum shall prevail.

2.4.      The Contractor shall provide Cloud Services 24 (twenty-four) hours a day, 7 (seven) days a week, and 365 (366) days a year.

3.          THE TEST PERIOD OF CLOUD SERVICES

3.1.      In order to learn the functionality of the Services, the Contractor may, at its discretion, provide the Customer with a Test Period for using the Services.

3.2.      The duration of the Test Period shall be determined by the Contractor. The Test Period may not exceed 30 calendar days from the start of the provision of Services to the Customer.

3.3.      The Customer shall not be charged for using the Services during the Test Period. The cost of the Test Period of use shall be included in the monthly payment for the first month of using the Service after the end of the Test Period.

3.4.      At the same time, if the Customer refuses the provision of Services at the end of the Test Period and re-applies after a certain period of time, the Test Period shall not be provided again.

4.   REQUESTS FOR CHANGES

4.1.      When registering a Customer's request (Incident), a standard change request shall be (if it is not possible to make such a change in the Personal Account):

4.1.1.  Creating and uploading a VM image to an external resource;

4.1.2.  Cloning a VM without stopping its operation;

4.1.3.  Organization of network connectivity;

4.1.4.  Assigning a white IP address to a VM without using NAT; or

4.1.5.  Changing the configuration of a Virtual Machine (for Resource Pools without providing access to the Virtualization Platform management interface);

4.1.6.  Assigning a white IP address to a VM without using NAT; or

4.1.7.  Reducing the size (volume) of the Resource Pool, provided that they are not allocated for Virtual Machines.

5.   PRICING RULES FOR CLOUD SERVICES

5.1.      The cost of Services within the Reporting Period shall be determined in accordance with the Order and Tariff Rates.

5.2.      The unit of measurement for the cost of the Service shall be set in the Order, i.e. AMD per month (rubles/month).

6.   THE SCHEME OF RECALCULATION OF THE COST OF CLOUD SERVICES

6.1.      The scheme of recalculation of the cost of Paid Services is presented in Table No.1.

Table No. 1. The scheme of recalculation of the cost of the Service

7.          REQUIREMENTS FOR THE PROPER USE OF CLOUD SERVICES

7.1.      In the course of using any Service, the Customer shall be prohibited from publishing, transmitting, or committing:

- Any information, the dissemination of which contradicts the legislation of the Republic of Armenia or the standards of international law;

- Information that contains viruses or other malicious components;

- Pornographic materials;

- Mass mailing of advertising and other information by e-mail without prior agreement with the addressee (spam);

- Actions aimed at disrupting the normal functioning of elements of the Internet (computers, other equipment, or software);

- Actions aimed at obtaining unauthorized access to an Internet resource (computer, other equipment, or information resource); and

- Actions that may lead to a malfunction of the hardware or software of the Service and/or the Infrastructure and/or Technological Platform of the Contractor, as well as obstacles to receiving the services by other Service users.

7.2.      The Contractor shall not be responsible for Incidents and other circumstances that have led to Interruptions in the operation of the Service caused by the following reasons:

- Carrying out planned and urgent repair work if the work is performed with notification and within the time limits specified by the Service Level Agreement, which is an appendix to this Contract;

- Any delays and interruptions occurring due to flaws in any electronic or mechanical equipment and/or software, or other objective technological reasons, as well as the result of actions or omissions of third parties, problems with data transmission or connection, or power outages, provided that all of the above events occurred through no fault of the Contractor;

- Suspension or termination of the provision of the Service agreed upon with the Customer, including suspension of the provision of the Service in order to change the parameters of the Service being provided;

- Intentional or unintentional actions of the Customer, including changing software settings by the Customer, directly or indirectly affecting access to the Service and/or the Contractor's Infrastructure, performed without the consent of the Contractor;

- The Customer's refusal or inability to provide assistance to the Contractor in identifying and eliminating Incidents;

- Violation by the Customer of the terms and conditions of the Contract with the Contractor, including the terms of payment for the Service;

- Malfunction or incompatibility of the Customer's software and/or hardware with the Service; and

- Force majeure circumstances.

7.3.      The Parties shall comply with the requirements of the document "Information Security Management Policy for the Provision of Cloud Services." The document defines the roles, areas of responsibility, and duties in the field of information security and is posted in the Personal Account.

7.4.      In order to properly use the Service, as well as minimize information security risks, the Customer shall comply with the following requirements:

- The Customer shall be fully responsible for the compliance of the materials placed on the Contractor's Infrastructure with the legislation of the Republic of Armenia;

- The resources provided as a part of the Service provision shall be free of counterfeit and/or malicious software, copyright infringing materials, or extremist or pornographic materials;

- The Customer shall not use the resources provided as a part of the Service provision for illegal business activities;

- The Customer shall not post data constituting a state secret on the resources provided as a part of the Service provision;

- Any losses related to improper quality or non-compliance with licensing and legislative requirements of the posted materials shall be the responsibility of the Customer;

- The resources provided as a part of the Service provision shall not be used as a platform for attacks (including DoS, DDoS), scanning, password brute force, opening encryption keys, and other malicious activities, including, but not limited to, attacks on any resources and components of any of the Services;

- The Customer shall report the facts of gaining access (intentionally or accidentally) to the data (environment) of other users of the Services;

- The Customer shall be fully responsible for managing access and actions in its Personal Account;

- Tracking the relevance of the accounts of Authorized Persons of the Customer, including the accounts of administrators of the virtual infrastructure and administrators of the Personal Account, shall lie with the Customer;

- The Customer shall take care of the proper protection of access details, both to the Service itself, the Personal Account, and the resources hosted therein;

- Authorized persons of the Customer shall keep passwords for access to the Personal Account secret and change the same in a timely manner; and

- In the case of loss and the need to change username and/ or password, it is required to immediately submit an application through the access recovery service in the Personal Account. The Customer shall be responsible for all actions performed using the Personal Account.

7.5.      If the resources or elements thereof provided to the Customer as a part of the Service serve as the source or target of any Denial-of-Service network attack, the Contractor shall reserve the right to restrict or completely block network interaction with these resources or elements thereof without prior notice to the Customer.

7.6.      In the case of a change in the information security software pre-installed by the Contractor, the Customer shall coordinate such a change/deletion/addition with the Contractor.

7.7.      Antivirus software shall function and have up-to-date databases on all Virtual Machines managed by the Customer (where possible).

7.8.      Security patches provided by the manufacturers of the relevant software shall be installed on all Virtual Machines managed by the Customer in a timely manner.

7.9.      The Customer shall not overcome the means of protecting the information of the Services (including the means of isolating Virtual Machines).

7.10.   The Customer shall be solely responsible for managing access inside the Virtual Machines managed by the Customer.

7.11.   The Customer shall be solely responsible for the use of encryption in the Virtual Machines managed by the Customer.

7.12.   The Customer shall be responsible for all security measures, including cryptographic protection of information used in Virtual Machines managed by the Customer. In this case, the Customer shall be entitled to use the information protection tools provided by the Contractor. If the Customer uses additional services of the Contractor or Sub-Contractors engaged by third parties of the Contractor, the Contractor shall be responsible thereof.

8.          FINAL PROVISIONS

8.1.     An exhaustive list of the parameters of each Service and the values of the Service parameters are specified in the Order.

8.2.     The Contractor shall be entitled to delete information posted by the Customer as a part of the Service provision and backup copies thereof, including those containing Customer data, and release the occupied resources of the Contractor's Infrastructure 7 days after the end of the Service provision or after the end of the Test Period.

8.3.     The Contractor shall use the information provided by the Customer only in accordance with the purposes of this Regulation and the Contract.

8.4.     The rules for the return and/or deletion of Customer data in the case of termination of the Contract shall be defined in the document "Information Security Management Policy for the Provision of Cloud Services," which is posted in the Personal Account. By signing this Regulation, the Customer confirms that it has fully read and agrees with the specified Policy. The Contractor shall be entitled to change the Information Security Management Policy for the Provision of Cloud Services unilaterally at its discretion, while the Customer shall independently learn all changes to the Policy and agree that its additional consent, including any signing, is not required.

8.5.     This Regulation is drawn up in 2 (two) counterparts with equal legal force, 1 (one) for each of the Parties.

ADDENDUM

To APPENDIX No.5 "REGULATIONS ON THE PROVISION OF CLOUD SERVICES"

To the Paid Service Contract

dated _______ "__," 202_.

THE REGULATION ON THE "VIRTUAL INFRASTRUCTURE" SERVICE

1.   DEFINITION OF THE SERVICE

1.1.      As a part of the Service, the Contractor shall provide the Customer with and ensure uninterrupted operation of:

1.1.1.  A pool of resources and access thereto through the Personal Account.

1.1.2.  The ability to create Virtual Machines running operating systems in a dedicated Resource Pool.

1.1.3.  Virtual Network and Virtual Network Gateway, IP addresses.

1.1.4.          Access (network connection) to the Virtual Network Gateway from the public Internet and/or the Customer's local network (when ordering the relevant additional Service).

1.2.      The Contractor shall provide advice to the Customer on the use of the Service and ensure the elimination of Incidents, i.e. provide Technical Support.

2.          CHARACTERISTICS AND LIMITATIONS OF THE SERVICE

2.1.      The Service shall be a Paid Service.

2.2.      The Contractor shall ensure at least 99.982% Availability of the Service.

2.3.      The Contractor shall not impose requirements on the Customer's equipment to provide the Service. To order and manage the Service, the Customer needs any device with Internet access and a modern web browser installed, while the Internet bandwidth of the Customer shall be at least 128 kbit/s.

2.4.      The Contractor has set the following restrictions for Virtual Machines:

2.4.1.  The maximum Memory size per 1 VM shall be 512 GB;

2.4.2.  The maximum number of Processors per 1 Virtual machine shall be 24 pcs.;

2.4.3.  The maximum number of disks per 1 VM shall be no more than 30 (thirty);

2.4.4.  The maximum number of white IP addresses per Virtual Machine shall be 1 (one);

2.4.5.  The maximum size of each disk attached to the VM shall be 12 TB;

2.4.6.  The CPU Ready parameter shall be up to and including 10%;

2.4.7.  The Swapped RAM parameter shall be up to 5% of the configured Virtual Machine memory, inclusive, taking into account proactive monitoring and control of the value within 5%; and

2.4.8.  BPS between Virtual Machines shall be up to 10,000 Mbps per Virtual Machine.

2.5.      The maximum performance of each VM disk, depending on the type of disk:

2.5.1.  SATA – 100 IOPS per disk up to 1 TB, then 100 IOPS/TB but no more than 3500IOPS/disk;

2.5.2.  SAS – 500 IOPS per disk up to 1 TB, then 500 IOPS/TB but no more than 7000 IOPS/disk; and

2.5.3.  SSD – 5,000 IOPS/TB but not more than 30,000 IOPS per disk (with a block size of 4 KB) or 1,000 Mbps per disk (with a block size of 32 KB).

2.6.      The average disk access time for Virtual Machines, depending on the type of disk:

2.6.1.  SATA – up to 30 ms;

2.6.2.  SAS – up to 20 ms; and

2.6.3.  SSD – up to 3 ms.

2.7.      Limitations of the Virtual Network and the Virtual Network Gateway:

2.7.1.  The Promiscuous Mode shall be disabled on the switches of the Virtualization Platform.

2.7.2.  The Forged Transmits and MAC Address Change options can be changed by the Contractor upon request to the technical support service.

ADDENDUM

To APPENDIX No.5 "REGULATIONS ON THE PROVISION OF CLOUD SERVICES"

To the Paid Service Contract

dated _______ "__," 202_.

THE PROVISION OF THE BACKUP SERVICE

1.          DEFINITION OF THE SERVICE

1.1.      As a part of the Service, the Contractor shall provide the Customer with the opportunity to create backups of Virtual Machines, files and folders, databases, and other objects from backups using specialized software.

2.          CHARACTERISTICS AND LIMITATIONS OF THE SERVICE

2.1.      The Contractor shall place backup copies of Virtual Machines on separate storage systems of the Contractor specifically designed for this purpose.

2.2.      The Contractor shall keep the created backups of the Customer's Virtual machines in accordance with the backup schedule during the entire period of service provision.

2.3.      The Contractor shall not guarantee successful recovery of the Virtual Machine state from a backup copy if such recovery is impossible for reasons beyond the Contractor's control (specific software that prevents the creation of correct backups and/or recovery therefrom, non-standard technologies for writing to a virtual disk, etc.).

2.4.      The time to resolve an Incident to restore data from backups depends on the amount of data being restored. The contractor shall guarantee the speed of data recovery from backups of at least 40 MB/second.

2.5.     The service shall be charged according to the Tariff Rates depending on the size of the objects assigned for backup and on the amount of disk space actually occupied for storing backups on the Contractor's data storage systems.

ADDENDUM

To APPENDIX No.5 "REGULATIONS ON THE PROVISION OF CLOUD SERVICES"

To the Paid Service Contract

dated _______ "__," 202_.

REGULATIONS ON THE PROVISION OF THE
INTERNET AT GUARANTEED SPEED SERVICE

1.          DEFINITION OF THE SERVICE

1.1.      As a part of the service, the Contractor shall provide the Customer with unlimited Internet access at a guaranteed speed at the Virtual Network Gateway. The Internet access speed shall be specified in the Order.

2.          CHARACTERISTICS AND LIMITATIONS OF THE SERVICE

2.1.      Acceptable service quality indicators:

2.1.1.  Percentage of lost packets within the Contractor's data network:

2.1.1.1.            The allowed value shall be no more than 0.2%.

2.1.1.2.            The method of measuring the indicator (the Contractor's monitoring system) shall be measured at an interval of 15 minutes with a ping step of 1 minute from the Customer's Virtual Machine to the Customer's Virtual Network Gateway.

2.1.2.  Average network latency within the Contractor's data transmission network:

2.1.2.1.            The allowed value shall be no more than 5 ms.

2.1.2.2.            The method of measuring the indicator shall be implemented on the Customer's reference Virtual Machine when the bandwidth is loaded no more than 40 Mbps in the case of using a virtual network Gateway.

ADDENDUM

To APPENDIX No.5 "REGULATIONS ON THE PROVISION OF CLOUD SERVICES"

To the Paid Service Contract

dated _______ "__," 202_.

REGULATIONS ON THE PROVISION OF THE S3 Object Storage SERVICE

1.   The parameters of the services provided.

1.1.         Time of provision and indicators of service availability.

1.2.          The service parameters – the read/write speed.

2.          Elimination of incidents.

2.1.             Classification of incidents

2.2.        Incident resolution.

*Acceptance and registration of a request, classification, and prioritization. The customer is notified by an appropriate e-mail.

**The time for resolving the incident begins to count from the moment the Customer is notified of its registration and assignment of an identification number and until the moment of its resolution.

2.3.         Imposition of penalties.

3.          Processing user requests.

3.1.        Classification and priorities of requests.

3.2.          Processing requests.

*Acceptance and registration of a request, classification, and prioritization. The customer is notified by an appropriate e-mail.

**The time for resolving the request begins to count from the moment the Customer is notified of its registration and assignment of an identification number and until the moment of its resolution.

***During the Contractor's working hours: working days of the Republic of Armenia  from 09:30 am to 06:00 pm Yerevan time.

****The time to resolve a change request is reduced to the time of pricing of works and materials necessary for making changes, as well as familiarization of the Customer with the timing of the changes.

4.          Performance of routine maintenance.

4.1.         Performance of routine maintenance.

5.   Additional conditions and restrictions.

For object deletion* operations, there is a limit at the level of each individual bucket, i.e. the quantity (number) of objects deleted per hour shall not exceed 100,000 (one hundred thousand). If this limit is exceeded, the bucket content listing and deletion will not be available for some time, and there may also be problems with the configured life cycle policies for objects. Exceeding this limit does not affect the ability to upload/download objects via PUT and GET requests.**

* Requests via S3 protocol, configured storage policies, or via personal account (LAN).

** Recommendation: Create more buckets so that fewer objects are stored in each individual bucket.