GENERAL TERMS AND CONDITIONS FOR IPS PRINT SERVICES

SECTION 1. GENERAL PROVISIONS

1.1 Panda Cooperative, UIC 000885099, provides IPS printing services, performs servicing and maintenance of printing equipment, supplies spare parts and consumables, performs hardware and software implementation, and installs printing infrastructure to optimize direct and indirect costs through print management services and business solutions in office and production environments.

1.2. For the purpose of standardizing the rules for the provision of IPS print services and related print management services, Panda Cooperative (hereinafter referred to as the "SUPPLIER") accepts these General Terms and Conditions for IPS Print Services (hereinafter referred to as the "General Terms and Conditions").

1.3. The General Terms and Conditions apply to all relations between the SUPPLIER and the CUSTOMER regarding the provision of IPS print services and related print management services, unless their application is expressly excluded by a written contract.

1.4. The CLIENT's terms and conditions shall not apply to the SUPPLIER.

1.5. The General Terms and Conditions shall apply from the earliest of the following dates: 1.5.1. the submission of an offer by the SUPPLIER 1.5.2. the request for a service by the CUSTOMER 1.5.3. the conclusion of an individual written contract that does not expressly exclude the application of the General Terms and Conditions 1.5.4. the occurrence of another relevant circumstance. For the avoidance of doubt, the General Terms and Conditions shall become effective for the CUSTOMER no later than the assignment of IPS print services or the delivery of a device by the SUPPLIER, whichever occurs first.

1.6. If individual clauses of the General Terms and Conditions become wholly or partially invalid, their invalidity shall not affect the validity of the remaining terms and conditions or their binding force. The parties shall renegotiate in good faith the terms of any invalid clause, and if no agreement can be reached, it shall be replaced by the relevant mandatory legal provision.

SECTION 2. TERMS USED

2.1. "Agreement" is an individual written Agreement for subscription to IPS print services between the SUPPLIER and the CLIENT with all attachments and additional agreements (annexes) thereto, which are an integral part thereof, and by signing which the CLIENT accepts the General Terms and Conditions.

2.2. "CUSTOMER" is the customer specified in the Agreement, bound by the terms of the Agreement and the General Terms and Conditions, as well as all its branches and offices specified in the Agreement as addresses for use.

2.3. "Confidential Information" means all information about the parties that constitutes a trade or production secret - facts, information, decisions and data related to economic activity, including information about customers, offers, personnel, production technologies, marketing strategies, know-how, data on cash flow, available raw materials, materials, and goods, as well as all data that the party has warned should be treated as such. Information that is publicly known and/or subject to mandatory disclosure by law or another regulatory act is not confidential.

2.4. "Page" is any copied or printed page of paper or foil.

2.5. "Device" is any device owned by the SUPPLIER or the CLIENT, which is specified with its main identifying features and address of use in the Agreement with the CLIENT.

2.6. "Problems" are faults that cannot be remedied by the CLIENT by replacing consumables, using applications and/or procedures that are within the CLIENT's competence.

2.7. "Service" is the SERVICE PROVIDER's service authorized to perform service and repair activities on the devices from the Agreement with the CLIENT.

2.8. "Address for use" is any location of the CLIENT where the SUPPLIER has installed a device/devices and software for the performance of IPS print services under the Agreement with the CLIENT.

2.9. "Working Day" means the days from Monday to Friday from 9:00 a.m. to 6:00 p.m., except for national holidays and other days officially declared as non-working days in the Republic of Bulgaria.

2.10. "Standard working hours" means the period from 9:00 a.m. to 6:00 p.m. from Monday to Friday, except for national holidays and other days officially declared as non-working days in the Republic of Bulgaria.

2.11. "Response time" is the period of time between the registration of a problem in the SUPPLIER's system and the start of the procedure for its removal by a service technician, measured in hours based on standard working hours.

2.12. "Problem resolution time" is the time required to restore the operability of the device/system, measured from the moment a service problem is registered to the moment it is resolved.

SECTION 3. PRICES AND PAYMENT METHODS

3.1. After concluding the Agreement, the CLIENT shall pay a monthly subscription fee for IPS print services and the monthly rental price for the use of devices (if applicable) in accordance with the method of calculation and the unit prices specified in the Agreement.

3.2. The monthly subscription fee for IPS print services shall be calculated as the sum of the monthly fees for IPS print services for each device specified in the Agreement, regardless of whether the device is owned by the SUPPLIER or the CLIENT.

3.3. The monthly fee for IPS print services is calculated based on the number of printed and copied A4 pages from the device report for the past calendar month using the formula X * Y, where:

X = number of pages of actual consumption, extracted based on the readings of the black and white and color print counters (if applicable)

Y = unit price for 1 (one) page for black and white and color printing (if applicable).

Note: All pages from the device counter readings that are printed/copied in a format other than A4 are converted to A4 format for invoicing in accordance with the International Standard for Paper Sizes ISO 216.

3.4. When the minimum monthly fee for IPS print services for the respective device is specified as applicable in the Agreement, it shall be calculated using the formula (Y * Z), where:

Y = unit price for 1 (one) page for black and white printing and color printing (if applicable)

Z = minimum billing quantity specified in the Agreement as the number of A4 format black and white pages and the number of A4 format color pages (if applicable)

Note: The minimum monthly fee for IPS print services is charged and invoiced when the actual consumption from the counters of the device for black and white printing and color printing (if applicable) is less than the Z specified for that device in the Agreement.

3.5. The monthly rental price for the use of devices is formed by the sum of the monthly rental prices for each device specified in the Contract, for which it is noted that the ownership belongs to the SUPPLIER. For the avoidance of doubt, the CLIENT shall not owe a monthly rental price for any device specified in the Agreement for which the Agreement states that the ownership belongs to the CLIENT.

3.6. The SUPPLIER shall issue an invoice for the monthly subscription to IPS print services and the monthly rental price for the use of devices (if applicable) by the 10th day of the month following the month of reported use of IPS print services.

3.7. Each invoice issued by the SUPPLIER to the CLIENT shall be in the form of an electronic invoice in accordance with the applicable legislation, signed with a qualified electronic signature and sent via the electronic document exchange platform www. e-faktura.bg to the CLIENT's email address for receiving electronic invoices, specified in the Contract.

3.8. The acceptance of any electronic invoice issued by the SUPPLIER under the Contract with the CLIENT does not require confirmation of receipt in accordance with Article 8, paragraph 1 of the Electronic Document and Electronic Signature Act (EDESA) and Article 114, paragraph 9 of the Value Added Tax Act (VATA). The CLIENT shall be deemed to have accepted the electronic invoice on the day the document is marked with the status "Known" on the www.e-faktura.bg platform, which confirms that the www.e-faktura.bg platform has automatically sent an electronic message with a link to the SUPPLIER's electronic invoice to the CLIENT's email address.

3.9. Each invoice issued by the SUPPLIER shall be paid by the CLIENT within 5 (five) days of receipt of the invoice in accordance with clause 3.7 of the General Terms and Conditions by bank transfer to the bank account specified in the invoice.

3.10. In accordance with the Law on the Introduction of the Euro in the Republic of Bulgaria, each invoice issued by the SUPPLIER under the Agreement shall contain the price for a monthly subscription to IPS print services and the monthly rental price for the use of devices (if applicable), specified as amounts in:

3.10.1. Bulgarian leva, when the invoice refers to a period until 31.12.2025.

3.10.2. Euro, when the invoice refers to a period after 01.01.2026.

3.11. Each invoice issued by the SUPPLIER shall be paid by the CUSTOMER in the currency specified for the total amount of the invoice.

3.12. Each payment made by the CLIENT shall first cover the expenses, then the statutory interest and the agreed penalty (if charged by the SUPPLIER), and finally the principal amount. If the reason for payment is not clearly stated, the payment shall settle the CLIENT's obligations in the order in which they arose, from the oldest to the newest.

3.13. The unit prices specified in the Agreement for a monthly subscription to IPS print services in the form of 1 (one) page for black and white printing and color printing shall be increased as of January 1 of the following calendar year by the percentage of the official consumer price index for the previous year in cases where it exceeds 3% of the index for the previous year published by the National Statistical Institute (NSI) (or another index that will replace the currently published consumer price index in the future). In such cases, the SUPPLIER shall send a notification to the CUSTOMER by sending a notice to the email address specified in the Agreement for receiving electronic invoices.

3.14. The SUPPLIER shall be entitled to request an increase in the monthly rental price for each device specified in the Agreement, for which the Agreement states that the ownership belongs to the SUPPLIER, in the event of specific factors for the industry that may lead to an increase in the SUPPLIER's costs, such as the imposition of new or increased taxes or payments for state social security, health insurance, an increase in the minimum wage, an increase in the prices of raw materials, consumables, electricity, and any other factors beyond the SUPPLIER's control that lead to increased costs and/or reduced profits. The proposal for new prices shall be made by the SUPPLIER in writing, and the CUSTOMER shall have the right to object to the increase, in which case the parties shall negotiate in good faith to determine acceptable prices. If no agreement is reached within 30 (thirty) days of the CLIENT receiving the proposal for an increase, either party may request termination of the Contract by giving immediate notice to the other party.

3.15. After the conclusion of the Contract, the CLIENT shall not pay for the initial installation of any device when it is possible to perform it within one visit to the address of use. If more than one visit is required for the initial installation at a single address for use for reasons beyond the control of the SUPPLIER, the SUPPLIER shall be entitled to charge the CUSTOMER for an unjustified visit according to the SUPPLIER's price list at the time of issuing the invoice.

3.16. On-site visits to the address of use by a service technician of the SUPPLIER to fix a problem are free of charge for the CUSTOMER, except in the cases under item 3.17 of the General Terms and Conditions.

3.17. If a visit is required for the same device and the reasons for it are due to the fault or negligence of the CUSTOMER, the SUPPLIER shall be entitled to charge the CUSTOMER for an unjustified visit according to the SUPPLIER's price list at the time of issuing the invoice.

3.18. All additional services specified in item 4.1.2 of the General Terms and Conditions shall be charged to the CLIENT according to the SUPPLIER's price list at the time of their request and after the SUPPLIER has sent an offer and it has been accepted by the CLIENT.

SECTION 4. SCOPE OF IPS PRINT SERVICES

4.1. The SUPPLIER shall perform IPS print services as follows: 4.1.1. Basic IPS print services performed for each CLIENT: 4.1.1.1. delivery of devices 4.1.1.2. initial installation of devices 4.1.1.3. initial training on how to use the installed devices 4.1.1.4. initial installation of print monitoring software 4.1.1.5. servicing and maintenance of devices 4.1.1.6. provision of spare parts and consumables for devices 4.1.1.7. preventive maintenance of devices. 4.1.2. Additional IPS print services performed for an additional fee: 4.1.2.1. Delivery and installation of specialized printing infrastructure 4.1.2.2. Implementation of software for access control and print management 4.1.2.3. Cloud integration of print management software 4.1.2.4. other services agreed with the CLIENT. 4.2. Devices shall be delivered to the address of use in the Republic of Bulgaria and shall include the provision of new, unused devices in their original packaging. Delivery shall be free of charge for the CLIENT, unless otherwise agreed in advance.

4.3. Delivery of devices is made to the address of use on the day of delivery and includes bringing them into the building/premises/facility and delivering them to the floor and room.

4.3.1. Delivery costs are borne by the CLIENT, unless otherwise agreed in advance.

4.3.2. Delivery costs are calculated in accordance with the Terms and Conditions for Delivery, Delivery and Installation at https://office1.bg/info-delivery.

4.3.3. The unit price for delivery of a device from the active range is specified in its description at www.office1.bg.

4.4. The initial installation service is performed once at the address of use and includes hardware and network connection of 1 (one) server or server workstation or up to 3 (three) workstations. The service is free of charge for the CLIENT, provided that the above actions are performed within one visit by a service technician of the SUPPLIER, unless otherwise agreed in advance.

4.4.1. On the day of the initial installation, representatives of the parties shall sign a handover protocol for the initial installation of IPS print service devices, which shall specify the CLIENT's address of use, the brand, model, and serial number of each installed device, respectively, and this protocol shall become an integral part of the Agreement.

4.4.2. If a change of the address for use is necessary, the CLIENT shall notify the SUPPLIER in writing and the parties shall agree on the new installation of the IPS print service devices, after which a new acceptance and transfer protocol for the initial installation of IPS print service devices at the new address for use shall be signed.

4.5. The initial instruction service is performed once at the address of use during a single visit by a service technician of the SUPPLIER and includes on-site introductory training on the correct operation of the installed devices according to the manufacturer's instructions. The service is free of charge for the CLIENT, unless otherwise agreed in advance.

4.6. The initial installation service for print monitoring software is performed once at the address of use and includes initial software installation and device settings. The service is free of charge for the CLIENT, unless otherwise agreed in advance. The right to use the software is paid additionally by the CLIENT at a price, with a frequency of payments and number of users specified in the Contract or in the offer made by the SUPPLIER and accepted by the CLIENT, which becomes an integral part of the Contract.

4.7. The device service and maintenance service is performed as necessary and include troubleshooting device problems. The service is performed in accordance with Section 7 "Troubleshooting Procedure" of the General Terms and Conditions. The service is free of charge for the CLIENT, except in the cases specified in Section 4.8 of the General Terms and Conditions.

4.8. The following problems shall not be remedied free of charge and shall be paid for additionally by the CLIENT at the price specified in the offer made by the SUPPLIER and accepted by the CLIENT: 4.8.1. damage under an invalid or expired manufacturer's warranty or damage resulting from misuse contrary to the manufacturer's instructions 4.8.2. damage resulting from physical breakage, falling, or other excessive mechanical impact causing external or internal breakage of the device, preventing its intended use 4.8.3. damage resulting from moving the device after its initial installation at the address of use or other similar actions not performed by the SUPPLIER 4.8.4. damage resulting from fire, floods, natural disasters, extreme temperatures, smoke, radiation, external electrical or magnetic anomalies 4.8.5. damage resulting from liquid spillage on the device 4.8.6. damage resulting from improper connection of the device to the electrical network 4.8.7. damage resulting from spare parts and consumables that are incompatible with the device and have not been provided by the SUPPLIER 4.8.8. damage resulting from the use of paper that is incompatible with the device 4.8.9. damage resulting from changes to the manufacturer's settings or software settings made by the SUPPLIER, except for those permitted for personalization by end customers according to the manufacturer's instructions 4.8.10. damage resulting from repairs, hardware or software upgrades, or other similar actions not performed by the SUPPLIER 4.8.11. damage to a device purchased from the SUPPLIER that occurred during an invalid or expired manufacturer's commercial warranty 4.8.12. damage to a device not purchased from the SUPPLIER that occurred during an invalid or expired manufacturer's commercial warranty.

4.9. The service for providing spare parts and consumables for devices is performed as necessary and includes the provision of toners, drums, rollers, and the like, as well as the provision of spare parts for troubleshooting. The service is free of charge for the CLIENT upon fulfillment of all conditions, as follows: 4.9.1. none of the scenarios under item 4.8 of the General Terms and Conditions apply 4.9.2. replacement of used toner is performed when at least 85% of the capacity of the respective toner cartridge for the number of copies according to the manufacturer's specifications has been reached 4.9.3. the replacement of toner is performed after the capacity of the respective toner cartridge for the number of copies according to the manufacturer's specifications has been completely used up 4.9.4. Replacement of consumables for the device shall be carried out as necessary according to the manufacturer's specifications. 4.9.5. The same spare part for the device shall be used as necessary according to the manufacturer's specifications.

4.10. Except for the cases under item 4.9 of the General Terms and Conditions, the service for providing spare parts and consumables shall be paid additionally by the CLIENT at the price specified in the offer made by the SUPPLIER and accepted by the CLIENT.

4.11. When the Contract specifies that paper is to be supplied as a consumable, the paper shall be paid for additionally by the CLIENT at the price specified in the offer made by the SUPPLIER and accepted by the CLIENT, which is an integral part of the contract.

4.12. The device maintenance service shall be performed periodically in accordance with the manufacturer's recommendations and shall include remote monitoring, diagnostics, and maintenance of the device. The SUPPLIER shall be obliged to inform the CLIENT of any planned maintenance within 10 (ten) business days prior to the specified date.

4.13. The additional IPS print services under item 4.1.2 of the General Terms and Conditions may provide various useful options for monitoring and controlling printing (implementation of specialized print management software, creation of personalized rights and policies for the print environment, sampling of reports and analyses, etc.). The additional IPS print services shall be paid for by the CLIENT separately from the basic IPS print services at the prices, terms, and payment frequency specified in the Agreement or in the offer made by the SUPPLIER and accepted by the CLIENT, which becomes an integral part of the Agreement.

SECTION 5. PRIORITY LEVELS AND RESPONSE TIMES

5.1. The SUPPLIER shall resolve any problems that arise in accordance with the following priority levels: 5.1.1. "High priority": when the problem completely prevents the use of the CUSTOMER's core business processes at the relevant address of use or the agreed core functions cannot be used, resulting in the CUSTOMER's core work at the address of use being interrupted. 5.1.2. "Medium priority": when users can use the nearest alternative device at the same address of use or the problem allows the agreed basic functions to be used, but some of them cannot be used as intended, as a result of which the CLIENT's main work at the address of use is stopped. 5.1.3. "Low priority": when the problem causes some functions or features to be unable to be used as described and specified, but the CUSTOMER's main work continues.

5.2. When the CLIENT has provided remote access to the SUPPLIER for remote monitoring of the device, if it is possible to remotely identify the problem, the SUPPLIER automatically registers the problem without requiring any response from the CLIENT and automatically takes action to resolve it.

5.3. When the CLIENT has provided remote access to the SUPPLIER for remote monitoring of the device's operation, the response and problem resolution times specified in the General Terms and Conditions shall be measured: 5.3.1. starting from the moment the problem is sent by the CLIENT via email to [email protected] 5.3.2. ending at the moment the problem is resolved by a protocol issued by a service technician of the SUPPLIER.

5.4. When creating the email under item 5.3.1 of the General Terms and Conditions, the CLIENT shall indicate the priority level of the problem in the subject line of the email, describe the problem in the body of the email, and attach clear and detailed photos and/or videos of the problem from the device at the address of use.

5.5. For high priority issues, the SUPPLIER has a response time of 3 (three) hours and a problem resolution time of up to 2 (two) business days.

5.6. For medium priority, the SUPPLIER has a response time of 4 (four) hours and a problem resolution time of up to 2 (two) business days.

5.7. For a low priority level, the SUPPLIER has a response time of 8 (eight) hours and a problem resolution time of up to 3 (three) business days.

5.8. Regardless of the priority level of the problem and if it cannot be resolved within the respective problem resolution time, the SUPPLIER undertakes to provide the CUSTOMER with a replacement device for the period after the expiry of the problem resolution time until the actual resolution of the problem by means of a report issued by a service technician of the SUPPLIER.

5.9. After providing a replacement device, the CLIENT undertakes to pay for the pages printed on it under the same conditions as those applicable to the device being replaced for the period until the problem is resolved, unless otherwise agreed in advance.

5.10. In case of failure to comply with the response time on the part of the SUPPLIER, the parties shall follow the escalation levels specified below:

5.10.1. First level of escalation: in case of failure to comply with the response time and resolution of the problem, the CLIENT shall inform the SUPPLIER at the following email address: [email protected]

5.10.2. Second level of escalation: in case of periodic failure to comply with the response time and resolution of the problem, the CLIENT shall inform the SUPPLIER at the following email address: [email protected]

5.11. Failure to comply with the response and problem resolution time by the SUPPLIER shall not be considered when: 5.11.1. The problem is caused by hardware and/or software for which the SUPPLIER is not responsible under the General Terms and Conditions 5.11.2. The problem is caused by actions and/or omissions for which the SUPPLIER is not responsible under the General Terms and Conditions 5.11.3. The problem is caused by malicious actions (theft, vandalism, excessive mechanical impact causing external or internal damage to the device) 5.11.4. The problem is caused by natural forces 5.11.5. The problem constitutes a defect in any of the cases under item 4.8 of the General Terms and Conditions.

5.12. The response time and the time for troubleshooting are applicable to the SUPPLIER within one business day and standard working hours within the meaning of the General Terms and Conditions.

SECTION 6. TROUBLESHOOTING PROCEDURE

6.1. Upon receiving the signal from the CLIENT in accordance with clause 5.3.1 of the General Terms and Conditions, the SUPPLIER undertakes to do the following within the response time: 6.1.1. contact the CLIENT by telephone in order to establish the facts regarding the signal about the problem 6.1.2. provide remote consultation to the CLIENT by telephone and/or email through a service technician of the SUPPLIER in order to diagnose the problem and resolve it by following the instructions given by the CLIENT.

6.2. If the problem cannot be resolved within the response time in accordance with clause 6.1.2 of the General Terms and Conditions, the SUPPLIER undertakes, during the time required to resolve the problem, to: 6.2.1. provide the CLIENT with instructions for sending the device for repair by courier, or 6.2.2. arrange for a visit by a service technician of the SUPPLIER to the address of use to resolve the problem.

6.3. If the problem cannot be resolved in accordance with clause 6.2.2 of the General Terms and Conditions, the service technician shall take steps to send the device for repair by courier or shall collect the device in person by means of a protocol without the need for any further action on the part of the CUSTOMER.

6.4. The usual time for fixing the problem at the service center is 10 (ten) business days from the receipt of the device, which may be extended if a spare part or consumable is not available, in which case the CUSTOMER shall be notified in a timely manner. During the time required to fix the problem at the service center, the SUPPLIER shall provide the CUSTOMER with a replacement device until the problem is fixed, as evidenced by a report issued by a service technician of the SUPPLIER.

6.5. If the problem cannot be repaired at the service center, the SUPPLIER shall take the following actions with respect to the device: 6.5.1. If it is owned by the SUPPLIER and used by the CUSTOMER for a monthly rental price, the SUPPLIER shall replace the device with a new one having the same or similar characteristics and intended use

6.5.2. when it is owned by the CUSTOMER, purchased from the SUPPLIER and has a valid manufacturer's commercial warranty - the SUPPLIER shall replace the device with a new one having the same or similar characteristics and intended use 6.5.3. when it is owned by the CUSTOMER, purchased from the SUPPLIER and there is no manufacturer's commercial warranty (invalid or expired), the CUSTOMER may purchase a new device at the price specified in the offer made by the SUPPLIER and accepted by the CUSTOMER 6.5.4. when it is owned by the CLIENT, it hasn’t been purchased from the SUPPLIER and there is no manufacturer's commercial warranty (invalid or expired), the CLIENT may purchase a new device at the price specified in the offer made by the SUPPLIER and accepted by the CLIENT.

6.6. The removal of a problem in the cases under item 4.8 of the General Terms and Conditions shall be performed by the SUPPLIER against an additional payment by the CLIENT at the price specified in the offer made by the SUPPLIER and accepted by the CLIENT.

SECTION 7. REQUIREMENTS FOR THE CUSTOMER'S IT ENVIRONMENT

7.1. Prior to the initial installation of a device by the SUPPLIER, the CUSTOMER is obliged to: 7.1.1. have electrical outlets with a supply voltage of 220V +-15% at the address of use, located as close as possible to the location of the device 7.1.2. have a computer or server at the address of use that operates continuously and has an operating system installed that is not older than Windows 10 / Windows 11 (for computers) and Windows Server 2019 (for servers) 7.1.3. provide a network cable connected as close as possible to the location of the device. 7.1.4. ensure that the computer or server is connected to the same network or at least that the network is configured as open/visible for connection - applicable when the device will be used with network access from other devices.

7.2. On the day of the initial installation of the device by the SUPPLIER, the CLIENT is obliged to: 7.2.1. provide a representative of the SUPPLIER with access to the address for use on the day of the visit 7.2.2. provide the SUPPLIER's representative with the necessary access rights to the computer, server, router, and other equipment from the CLIENT's network infrastructure (IP, Subnet Mask, Gateway, username, password, etc.) for the installation of a monitoring application and device drivers, scan settings, etc. 7.2.3. provide the SUPPLIER's representative with the necessary access rights to a local or cloud destination FTP server/shared folder or to an existing email account for the scanning settings 7.2.4. make changes to the communication rules to overcome restrictions from the Firewall and/or antivirus program/system, allowing the computer/server to connect to the device or to the device manufacturer's cloud space for data exchange 7.2.5. ensure the presence of a competent representative at the address for use, who will assist the SUPPLIER's representative with access and testing of the device's connectivity to the computer/server/network.

7.3. During the performance of IPS print services by the SUPPLIER, the CLIENT is obliged to: 7.3.1. maintain a working Internet and network connection (if applicable) at the address for use for the normal operation of each device 7.3.2. provide permanent remote access to the meter readings of each device through the monitoring application installed on the computer or server 7.3.3. provide remote access through AnyDesk, UltraViewer, or VPN to the computer/server and device during remote consultation under section 6.1.2 of the General Terms and Conditions for problem diagnosis and during preventive maintenance under section 4.12 of the General Terms and Conditions 7.3.4. maintain an appropriate level of data protection on the computer/server 7.3.5. control access to the device and network infrastructure (if applicable) 7.3.6. ensure the presence of a competent representative at the address of use to assist the SUPPLIER's representative in accordance with the purpose of their visit 7.3.7. provide the SUPPLIER's representative with access to the address of use on the day of the visit to resolve a problem or for reasons related to the performance of IPS services 7.3.8. provide the SUPPLIER's representative with suitable working conditions and conduct initial training at the address of use on health and safety conditions in accordance with the regulations.

7.4. The initial installation of the device and introductory training on its proper operation shall be carried out by the SUPPLIER after agreeing on a schedule for initial installation between the parties, subject to the CUSTOMER's confirmed readiness and fulfillment of its obligations under items 7.1 and 7.2 of the General Terms and Conditions.

7.5. If a visit by a representative of the SUPPLIER to the address of use is necessary to remedy a problem arising from the CLIENT's failure to fulfill any of its obligations under items 7.1-7.3 of the General Terms and Conditions, the SUPPLIER shall be entitled to charge the CLIENT for an unjustified visit at the SUPPLIER's price list at the time of issuing the invoice. the SUPPLIER shall be entitled to charge the CUSTOMER for an unjustified visit according to the SUPPLIER's price list at the time of issuing the invoice.

7.6. If the CLIENT uses additional IPS print services under item 4.1.2 of the General Terms and Conditions, the CLIENT undertakes to comply with the minimum technical and system requirements of the manufacturer of the additional software selected by them.

SECTION 8. DELIVERY TIMES

8.1. Upon initial installation of devices and/or software, the SUPPLIER shall deliver within 10 (ten) business days from the date of conclusion of the Agreement with the CLIENT after agreeing on a schedule between the parties.

8.2. During the term of the Agreement with the CLIENT, the SUPPLIER shall deliver consumables within 10 (ten) business days from the date of establishing the need for the consumables.

8.3. During the term of the Agreement with the CLIENT, the SUPPLIER shall provide a spare part for troubleshooting within 10 (ten) business days from the date of establishing the need for the spare part.

SECTION 9. ENTRY INTO FORCE, TERM AND TERMINATION OF THE AGREEMENT

9.1. Each Agreement between the SUPPLIER and the CUSTOMER shall specify the term for which it is concluded and shall bind the parties with their rights and obligations.

9.2. For each Agreement between the SUPPLIER and the CUSTOMER, the term of the agreement shall commence on the date of its signing by the second party, and the period for reporting and invoicing under the Contract shall commence on the date of signing the acceptance and transfer protocol for the initial installation of IPS print service devices, specifying the address of use and the serial numbers of the devices, which shall become an integral part of the contract.

9.3. Any Agreement between the SUPPLIER and the CUSTOMER shall be terminated in the following cases: 9.3.1. upon expiry of the term of the Agreement 9.3.2. by mutual agreement of the parties by signing an additional agreement for the settlement of financial relations 9.3.3. unilaterally by the SUPPLIER by giving 30 days' notice before the expiry of the initial term of the Contract 9.3.4. unilaterally by the SUPPLIER with immediate effect, in the event that the CUSTOMER is in default of payment of two monthly invoices 9.3.5. unilaterally by the CLIENT by giving 30 days' notice before the expiry of the initial term of the Contract 9.3.6. unilaterally by either party by giving 30 days' notice after the expiry of the initial term of the Contract.

9.4. Upon termination of the Agreement under item 9.3.2 of the General Terms and Conditions, the parties shall sign a handover protocol for termination of IPS print services on devices, which shall become an integral part of the Agreement.

9.5. In any case of termination of the Agreement before the expiry of its initial term, the CLIENT shall be obliged to return to the SUPPLIER the devices specified in the Agreement, which are the property of the SUPPLIER, within 7 days of their request. At the discretion of the SUPPLIER, the CLIENT shall return these devices by personally handing them over to a representative of the SUPPLIER at the address for use on an agreed date or by sending them by courier to the SUPPLIER at an address in the country.

SECTION 10. LIABILITY AND PENALTIES

10.1. The SUPPLIER shall not be liable for: 10.1.1. damage caused by improper or inappropriate use of the device contrary to the manufacturer's instructions for use 10.1.2. complete or partial failure of a computer/server/network/device arising from the CLIENT's failure to fulfill any of its obligations under clauses 7.1-7.3 of the General Terms and Conditions 10.1.3. complete or partial loss of the CLIENT's information arising from failure to comply with any of the CLIENT's obligations under items 7.1-7.3 of the General Terms and Conditions.

10.2. The existence of any deficiencies and defects in the device or in the performance of the IPS print services after the conclusion of the Contract shall not release the CLIENT from its obligations to pay the invoices issued by the SUPPLIER under the Contract in full and on time.

10.3. If the CLIENT operates the device in an unsuitable working environment according to the manufacturer's instructions for use, uses unsuitable paper or foil, consumables and spare parts not provided by the SUPPLIER, and has repairs carried out by an unauthorized service center or persons, the SUPPLIER shall not be liable and the CUSTOMER shall pay for the services provided and spare parts at the price specified in the offer made by the SUPPLIER and accepted by the CUSTOMER.

10.4. All claims by the CLIENT for compensation for direct and indirect damages, losses incurred, and lost profits due to possible deficiencies and defects in the device and/or IPS print services are excluded, and the SUPPLIER shall not be liable for such consequences for the CLIENT's business, work or production of the CLIENT.

10.5. Upon conclusion of the Agreement, the SUPPLIER shall not be liable to the CLIENT or to third parties for any direct or indirect damages, property sanctions, fines, penalties, expenses, and other payments incurred and made in connection with the use/non-use of the device. If the SUPPLIER, as the owner of the device, pays a third party compensation, penalty, fine, or other amounts in connection with the use of the device by the CUSTOMER, the latter shall be obliged to reimburse the SUPPLIER for the amount paid, as well as for all other damages incurred in this connection - losses incurred, lost profits, expenses incurred (fees, expenses, attorney's fees), etc. If the device(s) for any reason are subject to theft, vandalism, or are seized by the state or assigned to third parties - creditors of the CLIENT, the CLIENT shall owe the SUPPLIER compensation in the amount of the insurance value according to the insurance policy concluded by the SUPPLIER with an insurer for the first year of the term of the Agreement.

10.6. The SUPPLIER shall not be liable to the CLIENT for any losses or lost profits suffered by the latter or a third party as a result of inappropriate selection or improper use of the device by the CLIENT.

10.7. The CUSTOMER shall not be entitled to set off its claims against the SUPPLIER's claims under any legal relationship, unless such claims have been confirmed by a court of law or expressly acknowledged in writing by the SUPPLIER.

10.8. In the event of a delay in payment of any monetary obligation arising from the Agreement between the CUSTOMER and the SUPPLIER or a service performed by the SUPPLIER, the SUPPLIER shall be entitled to demand immediate payment of all amounts due, regardless of their due date.

10.9. In case of delay in payment of an invoice by the CLIENT, the CLIENT shall owe the SUPPLIER a penalty of 0.5% of the amount due per day until final payment. This does not deprive the SUPPLIER of the right to claim actual damages exceeding the amount of the agreed penalty. The CLIENT shall also pay all costs related to extrajudicial and/or judicial collection of the receivables.

10.10. Payments made in cash to representatives of the SUPPLIER shall only have a discharging effect if the respective representative of the SUPPLIER has explicit written authority to receive payments. The payment shall not be considered made until it is at the disposal of the SUPPLIER.

10.11. In case of delay in payment by the CLIENT of two invoices, the SUPPLIER shall be entitled to terminate, with immediate effect, all contracts and/or partially or entirely all preferential terms in favor of the CUSTOMER, if any, including any commercial discounts, deferred payment, etc. applied to the CUSTOMER, by giving notice to the CUSTOMER.

10.12. In case of delay in payment lasting more than one month, the SUPPLIER shall be entitled to suspend the execution of all orders, all IPS print services, and Contracts with the CLIENT or to terminate the Contracts by notifying the CLIENT with immediate effect.

10.13. The SUPPLIER shall be entitled to receive from the CUSTOMER a penalty for early termination of the Contract under clause 9.3.5 of the General Terms and Conditions, equal to the amount of the monthly subscription fees for IPS print services and the monthly rental price for the use of devices (if applicable), payable by the CLIENT for the months until the expiry of the initial term of the Agreement for each device included therein.

10.14. In the event of a delay by the CLIENT in returning the devices owned by the SUPPLIER in the case of clause 9.5 of the General Terms and Conditions, the CUSTOMER shall owe the SUPPLIER a penalty equal to the market value of each unreturned device, determined on the date of inclusion of the device in the Agreement.

10.15. The SUPPLIER undertakes to comply with the response and problem resolution times agreed in these General Terms and Conditions in 95% of cases, as well as to resolve problems in 90% of cases during the first visit of a service technician to the address of use. In the event that the SUPPLIER culpably fails to comply with the response and problem resolution time parameters, the SUPPLIER shall owe the following penalties: 10.15.1. If the problem resolution time is between 85% and 94.99%, the SUPPLIER shall owe a penalty of 1% of the invoice value to the CUSTOMER for the relevant period. 10.15.2. If the problem resolution time is between 75% and 84.99%, the SUPPLIER shall owe a penalty of 2% of the invoice value to the CUSTOMER for the relevant period. 10.15.3. If the time for troubleshooting is less than 75%, the SUPPLIER shall owe a penalty of 3% of the invoice value to the CLIENT for the relevant period. 10.15.4. If the problem resolution time is less than 60%, the CLIENT may terminate the contract with 90 days' written notice.

SECTION 11. FORCE MAJEURE CIRCUMSTANCES

11.1. The parties shall not be liable for full or partial non-performance of their obligations under the respective individual contract if this is due to "force majeure" within the meaning of Article 306 of the Commercial Law.

11.2. The party that is unable to fulfil its obligations due to a force majeure event shall be obliged to notify the other party in writing within 7 days of its occurrence, as well as of the estimated period of duration and termination of the force majeure event.

11.3. Insolvency of a party does not constitute force majeure.

SECTION 12. CONFIDENTIALITY

12.1. Upon signing the Agreement, the parties may provide each other with explicit documents containing confidential information. The information shall be processed and stored by the other party in a manner that ensures its confidentiality.

12.2. The parties are obliged to use the disclosed confidential information solely for the purposes for which it was disclosed, unless there is express written consent from the other party for its use for other purposes.

SECTION 13. CORRESPONDENCE

13.1. All communications between the parties shall be made to the addresses specified in the relevant Agreement with the CLIENT, including electronic addresses, during standard working hours, with correspondence by e-mail being considered as written correspondence.

13.2. Addresses shall only be changed by written notice, and the change of address shall take effect upon receipt of the notice by the other party, and until such notice is given, all communications sent from/to the specified address/number shall be deemed to have been duly sent/received.

SECTION 14. APPLICABLE LAW

14.1. All disputes arising between the parties in connection with the operation of the relevant individual contract shall be settled by agreement, through negotiations and in the spirit of good commercial relations, and if this proves impossible, the dispute shall be referred to the competent Bulgarian court.

14.2. The SUPPLIER shall be deemed to have waived a right only when the waiver is formulated in a signed written document expressly stating the right which the SUPPLIER waives.

SECTION 15. OTHER PROVISIONS

15.1. Upon conclusion of the Agreement, any device delivered to the CLIENT for a monthly rental price for use shall remain the exclusive property of the SUPPLIER throughout the term of the Agreement and after its early termination, if such termination occurs within the initial term of the Agreement. Upon expiry of the Agreement, the parties may agree on terms for the acquisition of the device by the CLIENT.

15.2. The parties agree that upon signing the Agreement and any other additional agreements thereto, they may use and shall recognize as valid any qualified electronic signature within the meaning of Article 13, paragraph 4 of the Electronic Document and Electronic Signature Act, with the holder(s) being the parties and the author(s) being the person(s) representing them by law or by power of attorney, which signature is issued by a certification service provider within the meaning of Regulation (EU) No. 910/2014 of the European Parliament and of the Council of July 23, 2014, included in the common trust list of all Member States of the European Union.

15.3. The SUPPLIER shall not be liable for the authorization or lack thereof on the part of the CLIENT its employees who perform actions under the Contract by signing acceptance and transfer protocols for the initial installation of IPS print service devices and/or other documents related to the operation of the relevant individual contract. The CLIENT agrees that all actions performed by its representatives and/or employees, regardless of whether they are duly authorized or not, are binding on the CLIENT.

15.4. The General Terms and Conditions shall enter into force 30 (thirty) days after the date of their public announcement on www.office1.bg after which date the SUPPLIER shall apply the General Terms and Conditions to all CUSTOMERS who have concluded a contract with the SUPPLIER, with the exception of contracts without an explicit clause for the application of the General Terms and Conditions.

15.5. In case of a need to amend the General Terms and Conditions, the SUPPLIER shall provide the single text of the new General Terms and Conditions by publishing them in full at www.оffice1.bg and shall send a link to them by message to the email address specified by the CUSTOMER in the Agreement. The means of electronic communication specified in the previous sentence shall be accepted by the CLIENT as an appropriate way of announcing the information about the change in the General Terms and Conditions, which provides an opportunity to familiarize oneself with their content.

15.6. The changes to the General Terms and Conditions shall enter into force 30 (thirty) days after the date of provision by the SUPPLIER of the single text of the new General Terms and Conditions in accordance with clause 15.5 of the General Terms and Conditions.

15.7. In the cases of termination of the Contract provided for in the General Terms and Conditions, the termination shall have prospective effect and shall not affect the services performed by the SUPPLIER prior to the date of receipt of the notice.

15.8. For matters not covered by the General Terms and Conditions, the applicable Bulgarian civil and commercial legislation shall apply.

This version of the General Terms and Conditions was adopted on 26.08.2025 and is effective as of 26.09.2025.