Master customer agreement

This Master Customer Agreement (the “Agreement”) governs Orders between Observata Sweden AB (“Observata”) and the Customer identified in an Order Form that incorporates this Agreement. This version is available for use from the Document Effective Date stated above. For each Customer, the Agreement becomes binding when accepted in accordance with section 2 and governs the applicable Order and any subsequent Order that incorporates the same Agreement version.

1 Definitions

1.1 Affiliate. “Affiliate” means an entity that directly or indirectly controls, is controlled by, or is under common control with a party. Control means ownership of more than fifty per cent of the voting interests or the power to direct the entity’s management.

1.2 Confidential Information. “Customer Data” means data and content submitted, transmitted, stored or otherwise made available by or for Customer through the Services, excluding Service Usage Information.

1.3 Customer Data. “Customer Data” means data and content submitted, transmitted, stored or otherwise made available by or for Customer through the Services, excluding Service Usage Information.

1.4 DPA. “DPA” means the version-identified Observata data processing agreement incorporated into an Order Form or otherwise executed by the parties.

1.5 Documentation. “Documentation” means the then-current user, technical or operational documentation that Observata makes available for the applicable Service.

1.6 Observata Credit Unit. “Observata Credit Unit” or “OCU” means a prepaid unit of entitlement or service value purchased under an Order Form and usable only for eligible Observata Services, licensing, capacity or other entitlements in accordance with this Agreement, that Order Form and the applicable Service Agreement. OCUs are not money, stored value, a deposit account or a transferable currency.

1.7 Order Form. “Order Form” means an ordering document accepted by the parties that identifies the transaction, the contracting entities and the documents that govern it.

1.8 Personal Data. “Personal Data” means, for purposes of this Agreement, information relating to an identified or identifiable natural person. Where applicable data protection law defines Personal Data or an equivalent concept differently or more broadly, the meaning under that applicable law prevails.

1.9 Project Specification. “Project Specification” means an optional customer-specific scope document incorporated into an Order Form for bespoke work, defining engagement-specific scope, deliverables, dependencies, milestones, technical requirements or acceptance criteria.

1.10 Restricted Customer Information. “Restricted Customer Information” means Customer Confidential Information that, by its nature or Customer’s documented designation, reasonably requires heightened protection, including credentials and secrets, security configurations, vulnerability and incident information, non-public architecture, source code, logs and telemetry containing sensitive information, and other security- sensitive or business-critical information.

1.11 Service Family. “Service Family” means an identified family of Observata Services governed by a common Service Agreement.

1.12 Service Agreement. “Service Agreement” means the version-controlled agreement applicable to a Service Family.

1.13 Service Description. “Service Description” means the version-controlled description of the standard content and delivery model of a Service identified by name in an Order Form.

1.14 Services. “Services” means the services, software access, licensing, support, advisory, managed or operational services, implementation, professional services, projects, enablement, training or related deliverables identified in an Order Form.

1.15 Service Usage Information. “Service Usage Information” means technical, operational, security, capacity and billing information generated through the provision and use of Services.

1.16 Subscription. “Subscription” means a time-limited right to receive, access or use recurring Services identified in an Order Form, and “Subscription Term” means its stated term.

1.17 Support Policy. “Support Policy” means the version-identified Observata support and operational services policy incorporated into an Order Form or the applicable Service Agreement.

1.18 Third-Party Service. “Third-Party Service” means software, infrastructure, cloud, data source or another service component supplied by a third party and used with, supplied through or forming part of the Services.

2 Agreement formation and scope

2.1 Agreement effectiveness. This Agreement becomes binding between Observata and Customer (the “Customer Binding Date”) when Customer validly accepts an Order Form that identifies this Agreement by version and Document Effective Date and Observata confirms the Order. It then governs that Order and subsequent Order Forms that incorporate the same Agreement version.

2.2 Authority and acceptance. A person accepting an Order Form for a party represents that they are authorised to bind that party. Acceptance may be by handwritten or electronic signature, authenticated click acceptance or another recorded affirmative process that identifies the Customer, accepting person, Order Form and applicable document versions.

2.3 Agreement scope. The Document Effective Date identifies when this published version became available for contracting; it does not by itself bind a Customer. The Customer Binding Date governs when this Agreement becomes effective between Observata and that Customer. This Agreement governs the durable legal relationship created through the accepted Order Form, while each Order Form and the documents expressly incorporated into it govern the applicable transaction or subject matter assigned to them under section 20.

3 Orders and Affiliates

3.1 Orders and Affiliates. Each Order Form is a separate transaction under this Agreement. Customer may enter into multiple Order Forms. An Affiliate may enter into an Order Form in its own name, in which case that Affiliate is responsible for that Order Form unless another entity expressly guarantees its obligations.

3.2 Commercial terms. An Order Form states the Services, applicable commercial model, quantity, capacity, usage units or OCUs where applicable, price, rates, currency, billing, payment term, dates, Subscription Term, renewal choice and other transaction terms. Commercial models may include OCU commitments, hourly or time-and-materials rates, fixed fees, recurring fees, capacity-based charges or another model expressly stated in the Order Form. If an Order Form does not state that it renews, it expires at the end of its stated term.

3.3 Order changes. Changes to an Order Form require an amended Order Form, change order or other written commercial document accepted by both parties. A commercial change affects only the relevant Order Form and does not amend this Agreement unless it satisfies section 20.3.

3.4 Purchase orders. A purchase order, procurement portal entry or similar Customer document is administrative only. Its terms are rejected and do not modify the parties’ agreement, and Observata’s performance does not constitute acceptance of them, unless Observata expressly accepts identified terms under section 20.3.

4 Observata Credit Units

4.1 OCU application. This section applies only where an Order Form provides for the purchase, allocation or use of Observata Credit Units (“OCUs”). An Order Form may instead, or in addition, use hourly or time-and-materials rates, fixed fees, recurring fees, capacity-based charges or another commercial model expressly stated in that Order Form. Where OCUs apply, the Order Form identifies the OCU commitment or allocation and the Services or entitlements for which those OCUs may be used. The applicable Service Agreement governs how OCUs are reserved, measured and consumed. Observata will provide reasonable visibility of OCU consumption and remaining balance through available service reporting mechanisms.

4.2 Minimum OCU commitment. An Order Form may specify a minimum OCU commitment for an applicable commitment period. Customer must satisfy that minimum through the new OCU commitment applicable to that period. Carried-over OCUs from a preceding period are additional to the new commitment and do not reduce, offset or otherwise satisfy any minimum OCU commitment applicable to the new period.

4.3 Minimum consumption. Where an Order Form includes a twelve-month OCU commitment period, Customer has a minimum consumption commitment equal to fifty per cent (50%) of the OCUs allocated for that period, unless that Order Form expressly states a different OCU model. For purposes of determining carry-over entitlement, Customer is deemed to have consumed at least that minimum amount even if actual consumption is lower. Operational usage reporting remains based on Services actually consumed.

4.4 Carry-over. Subject to a valid continuation of the applicable commercial relationship, seventy per cent (70%) of OCUs remaining after application of section 4.3 may be carried into the immediately following OCU commitment period. The remaining thirty per cent (30%) expires without refund. Carried-over OCUs are additional to the OCU commitment for the following period, are consumed before OCUs allocated to that new period, must be used during that immediately following period and may not be carried over again.

4.5 Pull-forward. Where the next OCU commitment period is already binding, Customer may, with Observata’s confirmation, use in the current period up to twenty per cent (20%) of the OCUs committed for that next period. OCUs pulled forward reduce the OCUs otherwise becoming available in that next period by the same amount.

4.6 Expiry and refunds. Unused OCUs have no cash value and are non-refundable except where an Order Form expressly states otherwise or a refund is required by this Agreement. OCUs expire when required by sections 4.3–4.5 or when there is no valid continuation agreement into which eligible carried-over OCUs can move. An Order Form may state a different OCU model only if it does so expressly.

4.7 Utilisation thresholds. Observata will provide reasonable visibility of OCU consumption and may issue utilisation alerts through the Customer Portal or another reasonable reporting mechanism. At seventy-five per cent (75%) utilisation of the OCUs then available for the applicable commitment period, Observata may initiate a usage review with Customer. At ninety per cent (90%) utilisation, Observata will notify Customer of the projected shortfall and available options for maintaining sufficient entitlement. At one hundred per cent (100%) utilisation, Customer must promptly purchase additional OCUs, use any permitted pull-forward under section 4.5, reduce the affected Service scope or agree another commercial solution with Observata.

4.8 OCU shortfall and cure period. If Customer has insufficient OCU entitlement to support continued consumption, Observata will give written notice and Customer will have ten (10) Business Days to establish sufficient entitlement through additional OCUs, permitted pull-forward, an agreed scope adjustment or another agreed commercial solution. Observata may continue the affected Services during that period where reasonably practicable, but such continued delivery does not create free or unfunded entitlement. Any OCU consumption incurred during the cure period remains payable and will be applied against additional, pulled-forward or otherwise agreed OCUs when established, or otherwise charged at the applicable OCU rate unless the Order Form expressly states another treatment.

4.9 Limitation, suspension and restoration. If sufficient OCU entitlement has not been established by the end of the cure period in section 4.8, Observata may limit or suspend the affected Services to the extent reasonably necessary until sufficient entitlement is restored. Observata will, where reasonably practicable, limit the impact to the affected Services and will restore them without undue delay once sufficient OCU entitlement has been established. An applicable Service Agreement may specify the operational order in which activities are restricted or suspended for the relevant Service. Any limitation or suspension under this section is also subject to section 14.

5 Service delivery descriptions and Customer responsibilities

5.1 Service identification. The Order Form identifies the Services purchased and the applicable Service Family. The Service Agreement for that Service Family governs service- specific contractual terms. The Service Description corresponding to the Service name in the Order Form describes its standard content and delivery model. Bespoke work may be further defined in a Project Specification.

5.2 Service updates. Observata may update Service Descriptions and other online service content during an active term, provided that the update does not materially and adversely reduce the committed standard content, functionality or delivery level of the affected Service. An activated standardised package remains governed by the scope and commercial measure applicable when activated unless the parties agree otherwise.

5.3 Service performance. Observata will provide the Services in accordance with the applicable Order Form and incorporated documents, using personnel and subcontractors with appropriate capability. Observata remains responsible for their performance to the same extent as for its own performance.

5.4 Customer responsibilities. Customer will provide timely access, information, decisions, personnel, systems and cooperation reasonably required to provide the Services. Customer is responsible for the accuracy and lawfulness of its instructions and Customer Data, for its users’ compliance with the agreement, and for securing credentials and Customer- controlled environments.

5.5 Operational measures and delays. Each party will maintain administrative, technical and organisational measures appropriate to its responsibilities. A delay caused by Customer, its systems or dependencies may extend affected dates and entitle Observata to an equitable adjustment where the impact is material.

6 Fees invoicing taxes and payment

6.1 Fees and invoicing. Customer will pay the fees in the currency and within the payment period stated in the Order Form. Fees and commitments are cancellable or refundable only as expressly stated in the Order Form or an incorporated document. Observata may invoice as stated in the Order Form and recover reasonable pre-approved expenses where the Order Form permits them.

6.2 Invoice disputes and interest. Customer must notify Observata promptly of a good-faith invoice dispute, provide reasonable detail and pay all undisputed amounts when due. The parties will work in good faith to resolve the dispute. Overdue undisputed amounts accrue interest under the Swedish Interest Act (1975:635), without limiting other available remedies.

6.3 Taxes and withholding. Fees exclude value added tax and other transaction taxes. Customer will pay taxes properly chargeable on the Services, except taxes based on Observata’s net income. Customer may not set off or withhold amounts except where required by law or expressly agreed in writing. If withholding is legally required, Customer will provide documentation reasonably needed for relief or credit.

7 Confidentiality and information security

7.1 Confidential Information. “Confidential Information” means information disclosed by or for a party that is marked confidential or that a reasonable recipient would understand to be confidential given its nature and the circumstances. It includes non-public commercial, technical, security, product and pricing information, Customer Data, Restricted Customer Information and the terms of the parties’ agreement.

7.2 Use and disclosure. The receiving party will use Confidential Information only to perform or exercise rights under the agreement, protect it with at least reasonable care, and disclose it only to personnel, Affiliates, professional advisers and subcontractors who need it for that purpose and are bound by confidentiality and security obligations appropriate to the information. The receiving party remains responsible for their compliance.

7.3 Restricted Customer Information. For Restricted Customer Information, Observata will apply need-to-know access and least-privilege principles; use the information only as necessary to provide, secure or support the Services; protect credentials and access secrets against unauthorised use; avoid unnecessary copying, local storage or onward disclosure; and use reasonable secure methods for storage and transmission. Access will be removed when no longer required for the relevant work.

7.4 Personnel and Customer security requirements. Observata personnel and subcontractors with access to Restricted Customer Information must be subject to confidentiality obligations and appropriate security instructions. Observata will comply with Customer security requirements that are documented, provided in advance and reasonably applicable to the Services. Requirements that materially change the agreed scope, delivery method or cost must be agreed in the applicable Order Form or Project Specification.

7.5 Security incidents. Observata will notify Customer without undue delay after becoming aware of unauthorised access to or disclosure of Restricted Customer Information in Observata’s control, provide reasonably available information about the incident and take reasonable steps to contain and remediate it. Where Personal Data is involved, the DPA governs any additional or more specific notification obligations.

7.6 Classified information. Formally classified, security- protected or similarly regulated information may be accessed or processed by Observata only where expressly agreed in the applicable Order Form or Project Specification and subject to agreed personnel, location, access, handling and security requirements. Nothing in this Agreement represents that Observata holds a particular security clearance or certification unless expressly stated.

7.7 Exclusions. The confidentiality obligations do not apply to information that the receiving party can show was lawfully known without restriction, becomes public without breach, is received lawfully from a third party without confidentiality duty, or is independently developed without use of the Confidential Information.

7.8 Required disclosure. A party may disclose Confidential Information where required by law or binding order if it gives prompt notice where legally permitted and reasonably assists the other party in seeking protective treatment. It will disclose only what is required.

7.9 Return, deletion and survival. On request or when no longer needed, the receiving party will return or delete Confidential Information where reasonably practicable. It may retain archival copies required by law, professional standards or established backup processes, subject to this section. These duties continue for five years after termination or expiration of the relevant Order Form; obligations concerning trade secrets continue for as long as they remain protected as trade secrets, and obligations concerning credentials and Restricted Customer Information continue for so long as the information remains non- public and reasonably security-sensitive.

8 Intellectual property Customer Data and usage information

8.1 Ownership and deliverables. Each party retains its pre-existing intellectual property and materials developed independently of the Services. Observata and its licensors retain all rights in the Services, software, Documentation, methods, tools, templates, configurations and reusable know-how. Rights in project-specific deliverables are governed by the applicable Service Agreement, Project Specification or Order Form.

8.2 Customer Data. Customer retains all rights in Customer Data. Customer grants Observata and its subcontractors a non-exclusive right to access, use, copy, transmit and otherwise process Customer Data only as reasonably necessary to provide, secure and support the Services, comply with law and enforce the agreement.

8.3 Service Usage Information. Observata may process Service Usage Information for service delivery, security, support, capacity management, billing, compliance and service improvement. Where Service Usage Information contains Personal Data, the DPA applies. Observata may use aggregated or de-identified information for analytics and improvement where it does not identify Customer or an individual.

9 Data protection

9.1 Processor activities. Where Observata processes Personal Data on Customer’s behalf as a processor, the applicable DPA governs that processing. The DPA prevails over this Agreement only to the extent of a conflict concerning processing of Personal Data.

9.2 Independent controller activities. Each party is responsible for its own compliance as an independent controller for Personal Data it processes for account administration, contracting, billing, business communication and legal compliance.

10 Warranties and remedies

10.1 Service warranty. Observata warrants that it will perform professional and operational Services with reasonable skill and care and substantially in accordance with the applicable Order Form, Service Agreement and, where applicable, Service Description. Customer’s primary remedy for a material breach of this warranty is re-performance where reasonably possible or, if Observata cannot cure the breach within a reasonable time, termination of the materially affected Service and refund of prepaid fees attributable to the undelivered affected period or work.

10.2 Customer rights and permissions. Customer warrants that it has the rights, permissions and lawful basis required for Customer Data, instructions and materials it provides and for Observata to process them as contemplated by the agreement.

10.3 Third-Party Service warranties. For a Third-Party Service, product warranty rights and remedies are limited to those made available by the applicable upstream provider and capable of being passed through or exercised for Customer’s benefit, unless Observata expressly assumes a separate warranty in the applicable Order Form or Service Agreement. Observata will reasonably cooperate in facilitating available upstream warranty remedies.

10.4 Disclaimer. Except for express warranties in the agreement and to the maximum extent permitted by law, the Services are provided without implied warranties, including implied warranties of merchantability, fitness for a particular purpose or non-infringement. Observata does not warrant uninterrupted or error-free operation where performance depends on Customer systems, Third-Party Services or factors outside Observata’s reasonable control.

11 Third-party Services and dependencies

11.1 Third-Party Service dependencies. Services may depend on or include Third-Party Services, licences, infrastructure or APIs. Customer will comply with applicable third-party terms and use restrictions identified in the Order Form, Service Agreement or Service Description to the extent necessary for Observata to lawfully provide or make the relevant Service available. Where an upstream provider requires separate end-user acceptance, Customer will complete that acceptance before using the affected Third-Party Service.

11.2 Upstream changes. Observata does not control an upstream provider’s roadmap, pricing, licensing, lifecycle, availability or technical changes. A change outside Observata’s reasonable control is not by itself a breach, but Observata remains responsible for its own selection, configuration, integration, coordination, advice and other commitments expressly undertaken under the agreement. Service-specific remedies for material upstream changes may be stated in the applicable Service Agreement or Order Form.

11.3 No expansion of obligations. Third-party terms do not increase Observata’s obligations, warranties, indemnities or liability beyond those expressly assumed in this Agreement, the applicable Service Agreement or Order Form.

12 Intellectual property claims

12.1 Observata-developed Services. Observata will defend Customer against a third-party claim that an Observata-developed Service, when used as permitted, directly infringes that third party’s patent, copyright, registered trademark or trade secret, and will pay damages and reasonable costs finally awarded or settlements approved by Observata, provided Customer promptly notifies Observata, gives Observata sole control of the defence and settlement, and reasonably cooperates at Observata’s expense. Observata will not settle a claim in a manner that requires Customer to admit wrongdoing or accept non-monetary obligations without Customer’s consent, not to be unreasonably withheld.

12.2 Exclusions. Observata has no obligation to the extent a claim arises from Customer Data or specifications, Customer or third-party modifications, use outside the agreement or Documentation, a combination not supplied or approved by Observata where the claim would not otherwise arise, continued use after notice of an available non-infringing replacement, or a Third-Party Service not developed by Observata.

12.3 Third-Party Service claims. For an infringement claim relating to a Third-Party Service, Observata will use commercially reasonable efforts to coordinate the claim with the applicable upstream provider and to make available to Customer the benefit of defence, indemnity or other remedies that the provider makes available to Observata and that Observata is legally permitted to pass through or exercise for Customer’s benefit. Observata does not assume an independent infringement indemnity for Third-Party Services unless expressly stated in the applicable Order Form or Service Agreement.

12.4 Infringement remedies. If an Observata-developed Service is or is reasonably likely to become subject to a claim covered by section 12.1, Observata may procure continued use, modify or replace the affected item with materially equivalent functionality, or terminate the affected Service and refund prepaid fees for the terminated, undelivered period. This section states Customer’s exclusive remedies for the infringement claims it covers, subject to section 13.

13 Limitation of liability

13.1 Excluded losses. Neither party is liable for indirect, incidental, special, punitive or consequential loss, or for loss of profit, revenue, savings, goodwill or business opportunity. This exclusion does not prevent recovery of reasonable and foreseeable direct costs of restoring data, re-performing Services, investigating the cause and scope of a breach, or taking proportionate mitigation measures, where otherwise recoverable under the agreement.

13.2 General liability cap. Subject to sections 13.3 and 13.4, each party’s total aggregate liability arising from or relating to an Order Form is limited to the fees paid or payable under that Order Form during the twelve months before the first event giving rise to liability. If the Order Form has been in effect for less than twelve months, the cap is the total fees paid or payable for its stated term. Related claims arising from the same or related events aggregate under one cap.

13.3 Enhanced liability cap. For liability arising from breach of section 7, liability under the DPA, or Observata’s obligations under section 12, the cap is two times the cap calculated under section 13.2. The exclusions in section 13.1 continue to apply.

13.4 Unlimited liabilities. The caps do not apply to Customer’s payment obligations, fraud, wilful misconduct, gross negligence, or liability that cannot be limited under applicable law. Each limitation applies to the maximum extent permitted by law regardless of the legal basis of the claim.

14 Suspension

14.1 Suspension rights. Observata may suspend affected Services to the extent reasonably necessary to address a material security risk, unlawful use, a material breach of use restrictions or applicable Third-Party Service terms, or overdue undisputed payment after notice. Observata will give prior notice where reasonably possible, limit the suspension to affected Services where practical, and restore the Services promptly after the cause is remedied.

14.2 Fees and additional suspension rights. Customer remains responsible for fees during a suspension caused by Customer. Observata will cooperate reasonably to reduce the impact. Additional service-specific or upstream suspension rights may be stated in the applicable Service Agreement.

15 Term and termination

15.1 Agreement term. This Agreement begins on its Effective Date and continues until terminated. Either party may terminate it on thirty days’ written notice when no Order Form is active. Notice given while an Order Form is active takes effect when the last active Order Form expires or terminates, unless the parties agree otherwise.

15.2 Material breach. Either party may terminate an affected Order Form for the other party’s material breach if the breaching party fails to cure the breach within thirty (30) days after receiving written notice that describes the breach in reasonable detail and states that termination may follow if the breach is not cured. Receipt of notice is determined under section 18.4.

15.3 Non-payment and immediate termination. Observata may terminate an affected Order Form for non-payment if an undisputed amount remains unpaid at least ten (10) days after Customer receives a written final notice demanding payment and stating that termination may follow. Either party may terminate immediately for an incurable material breach or where continued performance would be unlawful. A party may terminate for insolvency only to the extent permitted by applicable law.

15.4 Scope of termination. Termination should be limited to the affected Order Form where practicable. A party may terminate this Agreement and all Order Forms only where the breach materially affects the relationship as a whole.

15.5 Effects of termination. On expiration or termination, Customer must pay accrued amounts and cease use of terminated Services. Unused OCUs are treated under section 4 and the applicable Service Agreement. Each party will return or delete the other’s property and data as required by section 7, the applicable Service Agreement and DPA. Provisions intended by their nature to survive do so, including payment, confidentiality, information security, intellectual property, data protection, liability, effects of termination and dispute provisions.

16 Compliance

16.1 Legal compliance. Each party will comply with laws applicable to its performance, including applicable anti-bribery, sanctions and export-control laws. Neither party will require the other to act unlawfully. Customer will not use the Services for unlawful activity or in breach of use restrictions stated in an applicable Service Agreement, Service Description or applicable Third-Party Service terms.

16.2 Service-specific restrictions. Service-specific or upstream legal restrictions apply where identified in the applicable Order Form, Service Agreement or Service Description. Each party is responsible for permits, licences and approvals required for its own activities.

17 Customer references

17.1 Customer identification. Unless Customer gives Observata written notice that it does not wish to be identified publicly, Observata may use Customer’s name and logo solely to identify Customer as an Observata customer on Observata-controlled websites and in Observata sales presentations, subject to any reasonable brand guidelines Customer makes available. This permission does not imply endorsement and may be withdrawn at any time by written notice; Observata will cease new uses and remove the reference from controlled digital materials within a reasonable period.

17.2 Public references. Any case study, testimonial, quotation, press release, public endorsement or other substantive public reference concerning Customer requires Customer’s prior written approval of the proposed content.

18 General terms

18.1 Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, excluding payment obligations. The affected party will notify the other, mitigate the effect and resume performance promptly. If the event materially prevents an affected Service for more than ninety consecutive days, either party may terminate that Service on written notice, with a refund of prepaid fees for the undelivered period where applicable.

18.2 Assignment. Neither party may assign this Agreement without the other’s prior written consent, not to be unreasonably withheld. Consent is not required for assignment to an Affiliate able to perform the obligations, or in connection with a merger, reorganisation or sale of all or substantially all relevant assets, provided the assignee has adequate ability to perform. The assigning party will give prompt notice.

18.3 Independent contractors. The parties are independent contractors. This Agreement does not create a partnership, agency, fiduciary or employment relationship. Neither party may bind the other except as expressly agreed.

18.4 Notices. Formal notices must be in writing and sent to the notice contact stated in the applicable Order Form, as updated by written notice. A notice sent by email is deemed received twenty-four (24) hours after successful transmission to the designated notice address unless the sender receives a delivery-failure notification; a notice delivered by recognised courier is received on recorded delivery. Service of court process is governed by applicable law.

18.5 Waiver, severability and third-party rights. Failure to enforce a right is not a waiver. If a provision is unenforceable, it will be adjusted only as necessary and the remaining provisions continue. No person other than a party or permitted successor may enforce the agreement. Headings do not affect interpretation.

19 Governing law and dispute resolution

19.1 Governing law. The agreement and any non-contractual obligations arising from it are governed by Swedish law, excluding its conflict-of-law rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

19.2 Jurisdiction and escalation. The courts of Sweden have exclusive jurisdiction, with Stockholm District Court (Stockholms tingsrätt) as the court of first instance. Before filing a claim, a party will give reasonable notice and allow senior representatives to attempt resolution, unless urgent relief or a limitation period requires earlier action.

20 Entire agreement precedence and amendments

20.1 Entire agreement. This Agreement, each Order Form and the documents expressly incorporated into it form the entire agreement for their subject matter and replace prior proposals and communications on that subject. No Customer purchase-order or procurement-portal terms apply unless accepted under section 20.3.

20.2 Functional precedence. The legal package uses functional precedence. The DPA prevails only for conflicts concerning processing of Personal Data. A signed negotiated version of this Agreement or signed amendment prevails over standard online terms. Order Form commercial fields govern the ordered Services, commercial model, quantity, capacity, usage units or OCUs where applicable, price or rates, currency, billing, payment term, dates, renewal choice and customer-specific commercial scope. Service Agreements govern service-specific contractual subjects they expressly address. A Project Specification governs customer-specific scope, deliverables, dependencies, milestones, technical requirements and acceptance criteria. A Service Description governs the standard operational content and delivery model it expressly describes. Other online catalogues or standardised packages incorporated under Service Agreements govern the service-specific scope and OCU cost or other stated commercial measure they expressly address. The Support Policy governs reusable support operations and response commitments. This Agreement governs general legal matters.

20.3 Express Overrides. An Order Form changes a legal term of this Agreement only if the change appears in a section expressly titled “Express Overrides” , identifies the clause being changed, states the agreed modification and is accepted by authorised representatives of both parties. Ordinary commercial fields and free text do not amend this Agreement. A Service Agreement, Project Specification, Service Description or the Support Policy may not change general liability, governing law, confidentiality or information-security duration, DPA priority, force majeure, assignment, entire agreement terms or amendment mechanics unless the same override requirements are satisfied.

20.4 Amendments. An amendment must be in writing and accepted by authorised representatives, including by electronic signature. An amended Order Form or change order modifies only that Order Form unless it expressly amends this Agreement under section 20.3.

20.5 Published terms and renewals. The applicable version of each incorporated standard document is the version effective on the Order Form Effective Date and, for any Renewal Term, the version effective on the first day of that Renewal Term, unless expressly agreed otherwise. No later version replaces the version applicable during an active fixed term.