General terms of sale

M.C. Soluzioni Informatiche S.r.l. (MCSI), registered office Via Parco 47, 20853 Biassono (MB), Italy, operating office Via Dante Alighieri 43, 20851 Lissone (MB), Italy, VAT and tax code IT03459690966, REA MB-1676079, certified email comunicazioni@pec.mcsi.it, hereinafter "the Provider".

This is a translation. In case of any discrepancy, the Italian version of these terms prevails.

1. Subject and customers

1.1 These terms govern the supply of the AI ServiceDesk service. The service includes:

• the AI Technician installed on workstations;
• the AI phone assistant;
• the service desk for requests;
• access to the knowledge base;
• support from the Provider's human technicians, within the allowance described in section 5.

The AI Technician and the AI phone assistant work 24 hours a day, 7 days a week, with no usage limits. The allowance applies only to human technicians.

1.2 The service is reserved for businesses, professionals and organisations. It is not offered to consumers.

1.3 The contract is concluded when the Customer accepts these terms when ordering and pays the first fee. For the dedicated project it is concluded when the offer is signed.

2. Plans

2.1 Standard service: Starter, Business and Corporate.

• Shared environment without customisation.
• Each Customer's data is kept separate from other customers' data, with its own rules, roles and companies.
• No setup fee.

2.2 Dedicated project. It is available from 25 users and includes:

• custom procedures;
• shared or dedicated Private AI infrastructure;
• a paid setup.

It has its own specific offer; for anything not covered there, these terms apply.

2.3 Services for new PCs. They can be added to any plan and are not included in the fee:

• hardware supply: quoted separately, with a specific offer;
• master image: €890 per image, update €290; offered from 10 PCs upwards, below that PCs are prepared with the standard software set and action packages;
• desk installation by human technicians: €65 per workstation, preparation from the master image included, call-out included from 5 workstations per site on the same day; otherwise €30 call-out;
• PC preparation from the master image only, without desk installation: €59 per PC.

While there is credit under section 5.2, preparation and installation are paid with the credit, on actual time, instead of at list price; beyond the credit the price list applies.

The "Fleet refresh" bundle (from 10 PCs: desk installation at €65 per workstation with the master image included, first month's fee free on the new PCs) replaces the individual prices. These services are invoiced on completion.

3. Prices

3.1 The standard service fee is per user per month, in tiers:

Each tier applies only to the users falling within it.

3.2 All prices exclude VAT.

3.3 The Provider may change the price list with at least 30 days' notice. A Customer who does not accept the new price may cancel at no cost before it takes effect.

4. Term and cancellation

4.1 The subscription is monthly and renews automatically every month.

4.2 The Customer may cancel at any time, with no penalty and no additional cost. Cancellation takes effect from the following month, and the month already paid remains active until its end.

4.3 The number of users can be increased at any time. It can be reduced from the following month.

4.4 There are two exceptions:

• dedicated Private AI with hardware follows the terms of its own price list;
• the setup of a dedicated project, once carried out, is not refundable.

5. Human technicians and allowance

5.1 The AI Technician works 24 hours a day, 7 days a week, with no limits. In addition, each subscribed user brings 15 minutes per month of support from the Provider's human technicians. The minutes are pooled across the company to form an allowance: for example, 10 users give 150 minutes per month.

5.2 The allowance covers remote support from human technicians and renews every calendar month. Unused minutes become a credit for physical on-site work (for example replacing a PC, installing a workstation at a desk, moving a workstation), usable until the end of the following month. The credit is consumed on actual time, covers the technicians' work and not hardware; at the end of the following month it expires and is not refunded.

5.3 When the AI Technician cannot resolve a request, it passes it on its own to a human technician. Time used is counted from the recorded interventions.

5.4 Human technicians work Monday to Saturday, 8:00 to 20:00 (Italian time), excluding Italian public holidays. The AI Technician and the AI phone assistant work 24 hours a day, 7 days a week.

5.5 Beyond the allowance, no human technician is involved without the Customer's consent. The AI Technician keeps working as usual. The Customer names a contact person and chooses between two options:

• pre-approved hours: a number of hours per month within which work proceeds without asking;
• case-by-case consent: the contact person receives the request and decides whether to approve it or postpone it.

A request that is not approved remains open, incurs no cost and is picked up again with the following month's allowance.

5.6 Approved human technician time beyond the allowance costs €35 per hour, charged on the time actually spent, with no rounding and no minimum. It is reported request by request and invoiced with the following month's fee.

6. Invoicing and payment

6.1 The fee is paid monthly in advance, by card through the payment provider shown when ordering. The dedicated project can be paid by bank transfer.

6.2 The setup of a dedicated project is paid in two parts: 50% on order and 50% at go-live.

6.3 Invoices are electronic. Italian customers receive them through the Italian e-invoicing system (SDI) and provide their recipient code or certified email.

6.4 If a payment fails, the Provider notifies the Customer. After 15 days without payment, it may suspend the service until payment is made, without deleting any data.

7. Customer obligations

7.1 Name a contact person: they approve human technician time beyond the allowance and, in the dedicated project, approve custom procedures.

7.2 Install the AI Technician with the keys provided. Each key is valid for one workstation only: the system binds it to the first computer that uses it and rejects copies. If a PC is replaced, the Provider releases the key on request.

7.3 For installations and operations requiring elevated privileges, provide an administrator account. The account is stored encrypted and the Customer can revoke it at any time.

7.4 Use the service for IT support of its own users and not give access to third parties.

8. Service level

8.1 The Provider endeavours to ensure continuity of the service but does not guarantee that it will always be available or uninterrupted. Scheduled maintenance is announced whenever possible.

8.2 On workstations, the AI Technician runs only procedures previously approved by a technician. It does not run commands generated on the fly by artificial intelligence.

8.3 Procedures may change the configuration of workstations, always within what each procedure provides for. The Customer remains responsible for backing up its own data.

9. Liability

9.1 The Provider's liability is limited to direct damage caused by wilful misconduct or gross negligence. In any case it does not exceed the fees paid by the Customer in the previous 12 months.

9.2 The Provider is not liable for indirect damage, loss of profit or loss of data that could have been avoided with a backup.

10. Personal data and confidentiality

10.1 The model that interprets requests runs on Private AI infrastructure in Italy. Workstation data and ticket text are not sent to third-party artificial intelligence services. The AI phone assistant uses Microsoft Azure voice services in the European Italy North region to transcribe calls and voice the answers. Audio is not recorded.

10.2 For the personal data of the Customer's users, the Provider acts as data processor (Art. 28 GDPR), under the data processing agreement that forms part of the contract.

10.3 Data remains the Customer's property. After cancellation the Customer may request an export within 30 days. After that period the Provider deletes it, unless the law requires otherwise.

10.4 Users know they are talking to an artificial intelligence: the AI Technician and the phone assistant introduce themselves as such.

11. Knowledge base and ownership

11.1 The knowledge base, the procedures and the software remain the property of the Provider. The Customer has a right of use for the duration of the subscription.

11.2 Custom procedures created in the dedicated project follow what is set out in the offer.

12. Changes to these terms

The Provider may change these terms with at least 30 days' notice by email. A Customer who does not accept the changes may cancel at no cost.

13. Governing law and jurisdiction

The contract is governed by Italian law. The Court of Monza (Italy) has exclusive jurisdiction over any dispute.

Version of 5 October 2026.