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Internal - داخلی stc stc Reference Offer (RO) Annex I Quality of Service Measures <table><tr><td>Version number :</td><td>Final Version</td></tr><tr><td>Version date :</td><td>Oct. 2025</td></tr><tr><td>Date of original Issue:</td><td>10th December 2018</td></tr><tr><td>Authority for issue :</td><td>GM, Commercial Regulation</td></tr></table> Internal - داخلی Internal - داخلی stc Document History & Version Control Record <table><tr><td>Name of document</td><td>Quality of Service Measures</td></tr><tr><td>Author</td><td>Director, Regulatory WBU</td></tr><tr><td>Authorised Officer</td><td>GM, Commercial Regulation</td></tr><tr><td>Description of document</td><td>Contains the Quality of Service Parameters for the wholesale services Provided by stc.</td></tr><tr><td>Approved by</td><td>CST</td></tr></table> <table><tr><td>Version No.</td><td>Version Date</td><td>Authorised Officer</td><td>Amendment Details</td></tr><tr><td>1.0</td><td>December,2018</td><td>GM, Regulatory Affairs</td><td></td></tr><tr><td>2.0</td><td>March, 2020</td><td>GM, Commercial Regulation</td><td></td></tr><tr><td>3.0</td><td>January, 2022</td><td>GM, Commercial Regulation</td><td></td></tr><tr><td>4.0</td><td>November, 2022</td><td>GM, Commercial Regulation</td><td></td></tr><tr><td>5.0</td><td>October , 2025</td><td>GM, Commercial Regulation</td><td></td></tr></table> Final Version stc Reference Offer - Annex I Page 2 of 19 Oct. 2025 Internal - داخلی Internal - داخلی stc Table Of Contents 1 Quality of Service Measures....4 1.1 Service Level Requirements 4 1.2 Delivery Lead Times....6 1.3 Performance 8 1.4 Interconnect Link Fault Repair....11 1.5 Repair Times....12 1.6 Review and Update 13 1.7 Service Level Agreement....13 Final Version stc Reference Offer - Annex I Page 3 of 19 Oct. 2025 Internal - داخلی Internal - داخلی stc 1 Quality of Service Measures 1.1 Service Level Requirements 1.1.1 stc will provide interconnection and other wholesale services as set out in Annex G (Service Schedules) to the Other Licensed Operator at the same level of quality as for its own customers. 1.1.2 Both stc and the Other Licensed Operator will be responsible for regularly measuring and monitoring the traffic and quality of service on the Interconnect Links between their networks, and will be able to do so in real time or as close to real time as is possible. stc and the Other Licensed Operator will work jointly to achieve this goal in accordance with general standards and methods specified by the ITU and the processes outlined below. 1.1.3 This Annex I sets out the target KPIs by which the capacity and traffic characteristics of the Interconnection and other wholesale services provided by stc to the Other Licensed Operator will be measured and assessed. It also sets out the quality of service measures to which stc commits for the provision and maintenance of Interconnection services under an Interconnection Agreement pursuant to this Reference Interconnection Offer (RIO). 1.1.4 Targets are set for a number of specific service level attributes. • Delivery Lead Times: ○ Interconnect Links ○ Wholesale Leased Lines - Performance ○ Interconnect Links ○ Wholesale Leased Lines ○ Network • Fault repair time for Interconnect Links ○ Service affecting faults ○ Non-service affecting faults Final Version stc Reference Offer - Annex I Page 4 of 19 Internal - داخلی Oct. 2025 Internal - داخلی stc 1.1.5 The service level attributes listed in Clause 1.1.4 above will apply except in the circumstances defined in Clause 23 (Force Majeure) of the Primary Document. For the avoidance of doubt, stc will make all reasonable efforts to comply with the terms of the service level attributes. 1.1.6 An unreasonable delay caused by the Other Licensed Operator's non-fulfilment of its obligations arising out of the Interconnection Agreement will result in the non-applicability of all or part of stc's undertakings contained in this Annex I. Such obligations include, but are not limited to, access to sites for survey or provision of information required for service provisioning or fault resolution. 1.1.7 stc will provide traffic and quality of service regular reports upon request from CST, in accordance with its licence obligations. Final Version stc Reference Offer - Annex I Page 5 of 19 Internal - داخلی Oct. 2025 Internal - داخلی stc 1.2 Delivery Lead Times 1.2.1 stc's commitment to deliver within the lead times outlined below, will only apply to services ordered in accordance with the procedure for ordering and provisioning as set out in Annex H (Operations and Maintenance Manual), and within the forecast provided by the Other Licensed Operator under the procedure set out in Annex E (Forecasting). 1.2.2 Delivery of Interconnect Links 1.2.2.1 The table below details the delivery lead times applicable to Customer Sited (CS) Interconnect Links ordered within the agreed forecast by the Other Licensed Operator, starting from the end of the order negotiating period: <table><tr><td>Order Type</td><td>Delivery Lead Time</td></tr><tr><td>New CS Interconnect Link to a new Point of Interconnect (POI)</td><td>14 weeks</td></tr><tr><td>Additional CS Interconnect Link to an existing POI where capacity is available</td><td>4 weeks</td></tr></table> 1.2.3 The delivery lead times as applicable to In Span Interconnect Links will be determined on a case by case basis. 1.2.4 Delivery of Wholesale Leased Lines 1.2.4.1 The table below details the delivery lead times applicable to Wholesale Leased Lines ordered within the agreed forecast by the Other Licensed Operator, starting from the end of the order negotiating period: Final Version stc Reference Offer - Annex I Page 6 of 19 Internal - داخلی Oct. 2025 Internal - داخلی stc <table><tr><td>Order Type</td><td>Delivery Lead Time</td></tr><tr><td>New Wholesale Leased Lines where transmission equipment is available at both ends</td><td>4 weeks</td></tr><tr><td>New Wholesale Leased Lines where transmission equipment is required at one or both ends but not involving civil engineering work</td><td>14 weeks</td></tr></table> 1.2.5 Delivery of Dark Fibre and Duct 1.2.5.1 The table below details the delivery lead times applicable to Customer Sited (CS) Dark Fibre and Duct ordered within the agreed forecast by the Other Licensed Operator, starting from the end of the order negotiating period: <table><tr><td>Order Type</td><td>Delivery Lead Time</td></tr><tr><td>New order on the existing Dark Fibre and Duct</td><td>14 weeks</td></tr></table> 1.2.6 The delivery lead times as applicable to In Span Dark Fibre and Duct will be determined on a case by case basis. 1.2.7 Delivery of other Interconnection and wholesale service 1.2.7.1 The delivery lead times for other Interconnection and wholesale services as stipulated in Annex G will be determined on a case by case basis and reflected in the Order Form. Final Version stc Reference Offer - Annex I Page 7 of 19 Oct. 2025 Internal - داخلی Internal - داخلی stc 1.3 Performance 1.3.1 Target Availability of Interconnect Links 1.3.1.1 Each Interconnect Link will have a target availability of 99.8% which is the amount of time over one quarter (that is to say three (3) Calendar Months in the Gregorian calendar) during which the link is fully functional and available for the conveyance of traffic. 1.3.1.2 A higher level of availability on individual Interconnection routes may be obtained if the Other Licensed Operator and stc agree to install additional Interconnection Link capacity and implement alternative routing. 1.3.2 Target Availability of Wholesale Leased Lines 1.3.2.1 Each Wholesale Leased Line will have a target availability of 99.0% which is the amount of time over one quarter (that is to say three (3) Calendar Months in the Gregorian calendar) during which the link is fully available. 1.3.3 Overall Availability 1.3.3.1 For the overall performance of the Interconnect Links and Wholesale Leased Lines the availability should meet the performance target of 99.9% on average yearly. 1.3.4 Quality of Service for switching network 1.3.4.1 Unsuccessful Call Termination Ratio measurements will be carried out in each of the relevant stc exchanges as applicable in order to monitor the overall quality of service. The following Unsuccessful Call Termination Ratio parameters will be measured: Final Version stc Reference Offer - Annex I Page 8 of 19 Internal - داخلی Oct. 2025 Internal - داخلی stc • Total number of all attempts - Total number of Successful Calls (Calls set up successfully), which comprises: o total number of answered Calls o total number of Calls to busy subscribers o total number of unanswered Calls o total number of cancel Calls • Total number of unsuccessful Call attempts which comprises: o congestion due to non-availability of common resources o technical faults in the network 1.3.4.2 On the basis of the measurements as set out in Clause 1.3.5, stc will calculate the Unsuccessful Call Termination Ratio during the busy hour on any Interconnect Link. The Unsuccessful Call Termination Ratio is the percentage of unsuccessful Calls of the total Call attempts during the network busy hour. 1.3.4.3 Interconnect Links will be dimensioned so that the Unsuccessful Call Termination Ratio for the network busy hour is less than five percent (5%), which constitutes the target Unsuccessful Call Termination Ratio for any route. 1.3.4.4 stc and the Other Licensed Operator will cooperate and take joint action to address any issue arising from the result of the above measurements. In particular, in the event of extended breach of the Unsuccessful Call Final Version stc Reference Offer - Annex I Page 9 of 19 Internal - داخلی Oct. 2025 Internal - داخلی stc Termination Ratio on a particular Interconnect link, stc and the Other Licensed Operator will consider alternative traffic routing away from the congested link or increasing capacity on the Interconnect Path. These changes will be agreed as part of a review of the Network Plan as outlined in Annex D (Management of Interconnection). 1.3.4.5 If an agreement cannot be reached during the review of the Network Plan, either stc or the Other Licensed Operator will have the right to follow the Dispute resolution process described in Clause 19 of the Primary Document. Final Version stc Reference Offer - Annex I Page 10 of 19 Internal - داخلی Oct. 2025 Internal - داخلی stc 1.4 Interconnect Link Fault Repair 1.4.1 stc or the Other Licensed Operator will report to the other Party any fault related to Interconnect Links, in accordance with the procedure described in Annex H (Operations and Maintenance Manual). 1.4.2 In the event of the Other Licensed Operator's failure to report a fault in accordance with the appropriate procedure, stc will not be bound by the terms of this Annex I, including the target repair time and any applicable penalties. 1.4.3 Both stc and the Other Licensed Operator will co-operate in any investigation and follow up action required for the resolution of the fault. Final Version stc Reference Offer - Annex I Page 11 of 19 Internal - داخلی Oct. 2025 Internal - داخلی stc 1.5 Repair Times 1.5.1 Repair times are dependent on the nature of the fault (service affecting or non-service affecting). 1.5.2 When a fault has been reported and both Parties agree that the fault is service affecting in accordance with the terms of Annex H (Operations and Maintenance Manual), stc will address service affecting faults as priority. stc will address reported faults within the timescales as detailed in the table below: <table><tr><td>Type of fault</td><td>Target Time for Interconnect Links</td><td>Target Time for Wholesale Leased Lines</td><td>Repair for Time</td><td>Target Time for Dark Fibre and Duct</td></tr><tr><td>Service Affecting Fault</td><td>95% within 12 hours of receipt of fault report</td><td>95% within 24 hours of receipt of fault report</td><td>90% within 24 hours of receipt of fault report</td><td>90% within 24 hours of receipt of fault report</td></tr><tr><td>Non-Service Affecting Fault</td><td>90% within 24 hours of receipt of fault report</td><td>90% within 48 hours of receipt of fault report</td><td>90% within 48 hours of receipt of fault report</td><td>90% within 48 hours of receipt of fault report</td></tr></table> 1.5.3 The target repair times for the remaining 10% of the cases on average are five (5) Business Days in case of service affecting faults and twenty (20) Business Days in case of non-service affecting faults. Final Version stc Reference Offer - Annex I Page 12 of 19 Internal - داخلی Oct. 2025 Internal - داخلی stc 1.6 Review and Update 1.6.1 The quality of service measures will be reviewed regularly in consultation with the Other Licensed Operators, based on the technical and operational capabilities and will be updated as appropriate. 1.7 Service Level Agreement 1.7.1 Service Availability SLA is calculated on a quarterly basis as follows: \( (A - B) \times 100\% \) A Where: A = Total time for the quarter B = Total Unavailable Time for the same quarter Final Version stc Reference Offer - Annex I Page 13 of 19 Internal - داخلی Oct. 2025 Internal - داخلی stc 1.7.2 SLA details per offered Service <table><tr><td>Services as per RIO</td><td>Services</td><td colspan="3">Penalties</td></tr><tr><td>Availability</td><td></td><td>95.00% or greater</td><td>94.99% - 94.00%</td><td>below 94.00%</td></tr><tr><td rowspan="2">B.2.2.1 Wholesale National Terminating Segments of Leased Lines Service</td><td>L2 VPN Services</td><td rowspan="2">0% of Monthly Recurring Charges Provided as a Credit</td><td rowspan="2">2% of Monthly Recurring Charges Provided as a Credit</td><td rowspan="2">5% of Monthly Recurring Charges Provided as a Credit</td></tr><tr><td>L3 VPN Services</td></tr><tr><td colspan="2">Availability</td><td>98.9% or greater</td><td>98.99% - 98.00%</td><td>below 98.00%</td></tr><tr><td>B.2.1.11. Interconnection Link Service</td><td>Interconnection Link Service</td><td rowspan="4">0% of Monthly Recurring Charges Provided as a Credit</td><td rowspan="4">2% of Monthly Recurring Charges Provided as a Credit</td><td rowspan="4">5% of Monthly Recurring Charges Provided as a Credit</td></tr><tr><td>B.2.2.4. IP Transit Service</td><td>IP Transit / Port Only</td></tr><tr><td>B.2.2.5. Private Peering Service</td><td>Private Peering Service</td></tr><tr><td>B.2.2.2. Wholesale National Trunk Segments of Leased Lines Service</td><td>Wholesale Transmission Link</td></tr></table> ** For Duct and Dark Fibre, stc offering OLA only 1.7.3 Exclusions of SLA and Penalty Cap (1) The below cases will be excluded from SLA table shown above: a) Any unavailability or delay caused by the OLO equipment or facilities b) Any unavailability due to tickets for non-valid issues or due to tickets for issues caused by the OLO or by 3rd party (other than STC affiliates or contractors) unless otherwise agreed c) Any unavailability due to scheduled maintenance works and transmission problems due to problem of the Access links. d) Any unavailability due to reasons of Force Majeure (2) STC is committed to the compensate the OLO for the unavailability to the offered services as per the table above with a credit note that does not exceed 10% of the related service annual charge for the whole cases during 12 consecutive months. (3) Any compensation rendered by STC in the form of credit note to the OLO for the unavailability to the offered services shall be based the condition Final Version stc Reference Offer - Annex I Page 14 of 19 Oct. 2025 Internal - داخلی Internal - ραγι - ραγι stc that the OLOs have settled all due invoices for the related service on its due date. 1.7.4 Data Center KPIs <table><tr><td>Definition</td><td>Target to achieving less than ninety-five (95) minutes of unavailability over a twelve (12) month period (redundant power threshold) per cabinet.Redundant power service is considered unavailable when a functioning cabinet that includes client provided automatic failover capability is powered by two (2) power circuits from different power buses, and both power circuits experience a simultaneous interruption in electrical power such that the cabinet equipment experiences an interruption in electrical power supply</td></tr><tr><td>Calculation</td><td>Sum of minutes of unavailability over a 12-month period</td></tr><tr><td>Target</td><td>power: 99.98% availability (Less than 95 minutes per 12-month period)</td></tr><tr><td>Exclusions</td><td>Planned Maintenance DowntimeEmergency maintenance downtime: where (Service Provider/Providing Party) identifies an issue in the Network which requires immediate maintenance/change management to avoid disasters, health and safety or security risks, or widespread interruptionUnavailability caused by link cut by a 3rd party, unless otherwise agreedUnavailability caused by Customer Equipment failure or malfunction and outages in equipment or infrastructure controlled by other operators , unless the location in question is explicitly identified in the Order Form as being an End-to-End locationUnavailability caused by Force Majeure Events in accordance with clause 25 of the General TermsUnavailability caused by Customer's breach of this Agreement or any integration between Customer Equipment and the (Service Provider/Providing Party) Network where the Customer Equipment has malfunctioned or does not conform to minimum requirements</td></tr><tr><td>Definition</td><td>Temperature: Threshold is met by achieving less than fifty-two (52) minutes of unavailability over a twelve (12) month period (temperature threshold) per cabinet. For the purposes of this paragraph, temperature control is considered unavailable when the</td></tr></table> Final Version stc Reference Offer - Annex I Page 15 of 19 Oct. 2025 Internal - داخلی Internal - داخلی stc <table><tr><td></td><td>temperature drops below 18o Celsius or exceeds 27 o CelsiusHumidity: Threshold is met by achieving less than fifty-two (52) minutes of unavailability over a twelve (12) month period (humidity threshold) per cabinet. For the purposes of this paragraph, humidity control is considered unavailable when the humidity drops below twenty-five percent (25%) or exceeds sixty-five percent (65%)</td></tr><tr><td>Calculation</td><td>Sum of minutes of unavailability over a 12-month period</td></tr><tr><td>Target</td><td>Temperature: 99.99% availability (Less than 95 minutes per 12-month period)Humidity: 99.99% availability (Less than 95 minutes per 12-month period)</td></tr><tr><td>Exclusions</td><td>Planned Maintenance DowntimeEmergency maintenance downtime: where the (Service Provider/Providing Party) identifies an issue in the Network which requires immediate maintenance/change management to avoid disasters, health and safety or security risks, or widespread interruptionUnavailability caused by link cut by a 3rd party, unless otherwise agreedUnavailability caused by Customer Equipment failure or malfunction and outages in equipment or infrastructure controlled by other operators, unless the location in question is explicitly identified in the Order Form as being an End-to-End locationUnavailability caused by Force Majeure Events in accordance with clause 25 of the General TermsUnavailability caused by Customer's breach of this Agreement or any integration between Customer Equipment and the (Service Provider/Providing Party) Network where the Customer Equipment has malfunctioned or does not conform to minimum requirements</td></tr></table> Final Version stc Reference Offer - Annex I Page 16 of 19 Oct. 2025 Internal - داخلی Internal - داخلی - stc 1.7.5 Dark Fibre KPIs <table><tr><td>KPI Name</td><td>Definition</td><td>Measurement MethodTicket Clear Time-Ticket Create Time</td><td>Targeted Value</td></tr><tr><td>Critical</td><td>Service is completely down (Protected/Unprotected)</td><td>Ticket Clear Time-Ticket Create Time</td><td>6 hours MTTR & 15 Mins Response Time</td></tr><tr><td>High</td><td>Service is Degraded/Errors</td><td>Ticket Clear Time-Ticket Create Time</td><td>8 hours MTTR & 15 Mins Response Time</td></tr><tr><td>Medium</td><td>Service is Up but Protection is Down.</td><td>Ticket Clear Time-Ticket Create Time</td><td>16 Hours MTTR & 30 Mins Response Time</td></tr><tr><td>Low</td><td>For Investigations</td><td>Ticket Clear Time-Ticket Create Time</td><td>72 Hours MTTR & 30 Mins Response Time</td></tr></table> 1.7.6 FTTH (Fibre to the Home) KPIs <table><tr><td>KPI Name</td><td>Definition</td><td>Measurement Method</td><td>Targeted Value</td></tr><tr><td>Critical</td><td>Service is completely down (Protected/Unprotected)</td><td>Ticket Clear Time-Ticket Create Time = MTTR</td><td>24 hours MTTR & 16 Mins Response Time (Open Access + single links)16 hours MTTR & 15 Mins Response Time (IP-MPLS+CBLS Platinum)</td></tr><tr><td>High</td><td>Service is Degraded/Errors</td><td>Ticket Clear Time-Ticket Create Time = MTTR</td><td>48 hours MTTR & 15 Mins Response Time (Open Access + single links)24 hours MTTR & 16 Mins Response Time (IP-MPLS+CBLS Gold)</td></tr><tr><td>Medium</td><td>Service is Up but Protection is Down.</td><td>Ticket Clear Time-Ticket Create Time = MTTR</td><td>72 Hours MTTR & 30 Mins Response Time(Open Access + single links)24 Hours MTTR & 30 Mins Response Time (IP-MPLS)</td></tr><tr><td>Memo</td><td>For Information and Investigations</td><td>Ticket Clear Time-Ticket Create Time = MTTR</td><td>96 Hours MTTR & 30 Mins Response Time(Open Access)72 Hours MTTR & 30 Mins Response Time (IP-MPLS)</td></tr></table> 1.7.7 FTTB (Fibre to the Building) KPIs <table><tr><td>KPI Name</td><td>Definition</td><td>Measurement Method</td><td>Targeted Value</td></tr><tr><td>Critical</td><td>Service is completely down (Protected/Unprotected)</td><td>Ticket Clear Time-Ticket Create Time = MTTR</td><td>24 hours MTTR & 15 Mins Response Time (Open Acces + single links)16 hours MTTR & 15 Mins Response Time (IP-MPLS+CBLS Platinum)</td></tr><tr><td>High</td><td>Service is Degraded/Errors</td><td>Ticket Clear Time-Ticket Create Time = MTTR</td><td>48 hours MTTR & 15 Mins Response Time (Open Acces + single links)24 hours MTTR & 15 Mins Response Time (IP-MPLS+CBLS Gold)</td></tr><tr><td>Medium</td><td>Service is Up but Protection is Down.</td><td>Ticket Clear Time-Ticket Create Time = MTTR</td><td>72 Hours MTTR & 30 Mins Response Time (Open Acces + single links)24 Hours MTTR & 30 Mins Response Time (IP-MPLS)</td></tr><tr><td>Memo</td><td>For Information and Investigations</td><td>Ticket Clear Time-Ticket Create Time = MTTR</td><td>96 Hours MTTR & 30 Mins Response Time (Open Acces)72 Hours MTTR & 30 Mins Response Time (IP-MPLS)</td></tr></table> Final Version stc Reference Offer - Annex I Page 17 of 19 Internal - داخلی Oct. 2025 Internal - داخلی stc 1.7.8 Ducts KPIs <table><tr><td>KPI Name</td><td>Definition</td><td>Measurement MethodTicket Clear Time-Ticket Create Time</td><td>Targeted Value</td></tr><tr><td>Critical</td><td>Service is completely down (Protected/Unprotected)</td><td>Ticket Clear Time-Ticket Create Time</td><td>6 hours MTTR & 15 Mins Response Time</td></tr><tr><td>High</td><td>Service is Degraded/Errors</td><td>Ticket Clear Time-Ticket Create Time</td><td>8 hours MTTR & 15 Mins Response Time</td></tr><tr><td>Medium</td><td>Service is Up but Protection is Down.</td><td>Ticket Clear Time-Ticket Create Time</td><td>16 Hours MTTR & 30 Mins Response Time</td></tr><tr><td>Low</td><td>For Investigations</td><td>Ticket Clear Time-Ticket Create Time</td><td>72 Hours MTTR & 30 Mins Response Time</td></tr></table> 1.7.9 IBS KPIs <table><tr><td>System</td><td>PO KPI's</td><td>AO KPI's</td></tr><tr><td>WCDMA 2100</td><td>>=-85dBm at 95% of coverage commitment area Remaining 5% should not be decreased more than 5dB</td><td>>=-85dBm at 95% of coverage commitment area Remaining 5% should not be decreased more than 5dB</td></tr><tr><td>WCDMA 2100</td><td>>=-8dB at 95% of coverage commitment area</td><td>>=-8dB at 95% of coverage commitment area</td></tr><tr><td>GSM900</td><td>>=-75 dBm at 95% of coverage commitment area Remaining 5% should not be decreased more than 5dBm</td><td>>=-75 dBm at 95% of coverage commitment area Remaining 5% should not be decreased more than 5dBm</td></tr><tr><td>GSM900</td><td><= 3 at 95% of coverage commitment area</td><td><= 3 at 95% of coverage commitment area</td></tr><tr><td>GSM1800</td><td>>=-80 dBm at 95% of coverage commitment area Remaining 5% should not be decreased more than 5dBm</td><td>>=-80 dBm at 95% of coverage commitment area Remaining 5% should not be decreased more than 5dBm</td></tr><tr><td>GSM1800</td><td><= 3 at 95% of coverage commitment area</td><td><= 3 at 95% of coverage commitment area</td></tr><tr><td>LTE1800</td><td>RSRP >=-90dBmat 95% of coverage commitment area</td><td>RSRP >=-90dBmat 95% of coverage commitment area</td></tr><tr><td>LTE1800</td><td>RSRQ >=-10dBmat 95% of coverage commitment area</td><td>RSRQ >=-10dBmat 95% of coverage commitment area</td></tr><tr><td>LTE2100</td><td>RSRP >=-90dBmat 95% of coverage commitment area</td><td>RSRP >=-90dBmat 95% of Coverage commitment area</td></tr><tr><td>LTE2100</td><td>RSRQ >=-10dBmat 95% of coverage commitment area</td><td>RSRQ >=-10dBmat 95% of Coverage commitment area</td></tr></table> Final Version stc Reference Offer - Annex I Page 18 of 19 Internal - داخلی Oct. 2025 Internal - داخلی - stc <table><tr><td colspan="3">Response to Failures</td></tr><tr><td>Category</td><td>Target</td><td>Hurdle</td></tr><tr><td>Critical/VIP Complain</td><td>95% < 30 minutes</td><td>93% < 30 minutes</td></tr><tr><td>Major</td><td>95% < 1h</td><td>93% < 1h</td></tr><tr><td>Minor</td><td>95% < 1h</td><td>93% < 1h</td></tr><tr><td colspan="3">Access Sites Operational KPIs - IBS Active/Passive MTTR</td></tr><tr><td>Description</td><td>Target</td><td>Hurdle</td></tr><tr><td>Mean Time to Repair DAS 2G/3G/LTE-CRITICAL</td><td>2 h</td><td>3 h</td></tr><tr><td>Mean Time to Repair DAS 2G/3G/LTE-MAJOR</td><td>4 h</td><td>5 h</td></tr><tr><td>Mean Time to Repair DAS 2G/3G/LTE-MINOR</td><td>6 h</td><td>7 h</td></tr></table> <table><tr><td colspan="3">Sites Acceptance</td></tr><tr><td>Description</td><td>Target</td><td>Hurdle</td></tr><tr><td>Sites Acceptance Notification</td><td>24 prior to the acceptance</td><td>48 prior to the acceptance</td></tr><tr><td>New installation under MOBILY DAS system</td><td>24 prior to the installation/integration</td><td>48 prior to the installation/integration</td></tr></table> <table><tr><td colspan="3">Availability ACTIVE/PASSIVE IBS</td></tr><tr><td>Description</td><td>Target</td><td>Hurdle</td></tr><tr><td>ACTIVE/PASSIVE DAS System</td><td>99.99%</td><td>99.95%</td></tr><tr><td colspan="3">Planned Outages</td></tr><tr><td>Outages</td><td colspan="2">SLA (Notification)</td></tr><tr><td>Planned Outage Notification</td><td colspan="2">48 Hours prior to MDT change</td></tr><tr><td colspan="3">PMR (Notification)</td></tr><tr><td>Outages</td><td colspan="2">SLA (Notification)</td></tr><tr><td>PMR/Site Visit</td><td colspan="2">48 Hours prior to MDT change</td></tr></table> CRITICAL: To Be For Site Level Impact MAJOR: To Be For Sector Impact MINOR: To Be For QoS Degradation or KPI Degradation Final Version stc Reference Offer - Annex I Page 19 of 19 Internal - داخلی Oct. 2025