Terms: External Web Team

External Web Team — Specific Terms

This is an English translation provided for convenience. In case of any discrepancy, the Bulgarian version prevails.

1. Description of the Service

The "External Web Team" service is a subscription engagement under which the Company assumes the role of the Client's external web department and provides ongoing management, maintenance and development of the Client's digital presence within an agreed monthly capacity.

The service is provided under the following plans:

• External Web Team — basic engagement
• External Web Partner — extended engagement with priority service

The specific plan, the included monthly capacity and the price are determined upon conclusion of the contract in accordance with the applicable price list. All prices are in euro (EUR) and exclude VAT, unless expressly stated otherwise.

2. Preliminary Technical Inspection

Before concluding a contract, the Company carries out a technical inspection of the Client's existing platform — its condition, stability, security, the technologies used and the presence of risks.

The Company reserves the right to refuse to take over a platform whose condition does not allow the agreed level of service to be provided, or to make it a condition that preliminary corrective activities be carried out, which are commissioned and charged separately.

The Company is not liable for defects, vulnerabilities, technical debt or limitations that existed in the platform before it was taken over, unless the Company has expressly undertaken to remedy them.

3. Subscription Model and Terms

3.1. Monthly Subscription

The subscription is concluded for a minimum term of 6 (six) months, starting from the date of commencement of the service. This term is necessary for taking over the platform, stabilizing the environment and achieving a sustainable workflow.

Upon expiry of the minimum term, the subscription continues for an indefinite term, unless either party terminates it with 30 days' written notice.

3.2. Annual Subscription

For an annual subscription, the price is paid in advance for the entire 12-month period, unless a different payment schedule has been agreed.

Upon expiry of the 12-month term, the subscription is automatically renewed for a new 12-month period, unless either party terminates it with 30 days' written notice before the renewal date. The terms and price for renewal are determined in accordance with the price list applicable at the time of renewal.

Amounts paid in advance cover work and resources already provided. To the maximum extent permitted by law, they are non-refundable to the extent of the work actually performed, subject to the rights of consumers under the Consumer Protection Act (ЗЗП) and applicable legislation (see also clause 7.1 of the General Terms).

4. Monthly Capacity

Each plan includes a specified monthly capacity, measured in hours of active work, allocated among the areas within the scope under clause 5 according to the Client's current priorities.

The capacity is allocated by the Company within the calendar month. The Client may state priorities but does not determine the allocation of specific hours, days or staff members.

Unused hours do not accumulate and are not carried over to the following month. Hours exceeding the included capacity are charged separately in accordance with the applicable price list, subject to prior agreement with the Client.

Where a request exceeds the available monthly capacity, the Company notifies the Client and proposes performance during a subsequent period, an upgrade of the plan or a separate engagement.

The Company reports the capacity used through the Client Portal. The records in the portal have evidentiary value in accordance with clause 14 of the General Terms.

5. Scope of the Service

Within the included monthly capacity, the service may cover:

• Management, maintenance and development of the Client's website
• Management of the hosting environment, domains, SSL certificates, monitoring and backups
• Updates of the platform, its extensions and components
• Creation and editing of pages, content, forms and landing pages
• Design materials and maintenance of the visual identity
• Integrations between the systems used by the Client
• Building and maintaining automated workflows
• Management of advertising campaigns
• Consulting, planning and monthly reporting
• Communication and task tracking through the Client Portal

The specific areas included in the respective plan, as well as the applicable quantitative limits, are specified in the plan description at the time of conclusion of the contract.

6. Out of Scope

The service does not include:

• Development of a new website or web platform from scratch
• A full redesign or migration to a new platform
• Advertising budget for Meta, Google or other advertising platforms
• Licenses, subscriptions and fees for third-party software and platforms
• Filming, video production and professional photography
• Custom software development outside the Client's web environment
• Work on systems to which the Client has not provided access

Out-of-scope activities are commissioned and charged separately.

7. Advertising and Automations within the Service

Where the service includes management of advertising campaigns, the provisions of Terms: Marketing and Advertising apply accordingly, including with respect to the advertising budget, the absence of any guarantee of results and the rules of the advertising platforms.

Where the service includes building or maintaining automated processes, the provisions of Terms: Business Automation apply accordingly, including with respect to the role of artificial intelligence, dependence on third-party platforms and liability for the operation of the automations.

The advertising budget and fees payable to third parties are not included in the subscription and are paid directly by the Client.

8. Prioritization, Communication and Working Hours

Communication and assignment of tasks take place through the Client Portal. Requests submitted through other channels may be redirected to the portal for traceability.

Work is performed on business days (Monday–Friday, 09:00–18:00 EET/EEST).

The Company prioritizes requests according to their impact, with incidents affecting the availability or security of the platform taking precedence over requests for changes and development.

The Company uses reasonable efforts (best effort) to respond in a timely manner but does not guarantee any specific response time, any specific time for completion or any specific availability percentage, unless otherwise agreed in a separate service level annex.

9. Obligations and Cooperation of the Client

The Client undertakes:

• to provide and maintain the necessary access to the platform, hosting, domains and related systems
• to designate a contact person with authority to approve tasks and decisions
• to provide the necessary materials, information and approvals in a timely manner
• not to make, and not to instruct third parties to make, changes to the platform without prior agreement with the Company

In the event of changes made by the Client or by third parties without agreement, the Company is not liable for the resulting consequences, and the time for diagnosis and recovery is counted against the monthly capacity or charged separately.

Delays caused by access, materials or approvals not being provided are not deemed non-performance on the part of the Company and do not result in an extension of the subscription period or a recalculation of the capacity.

10. Ownership and Transfer upon Termination

Upon termination of the subscription:

• The Client retains ownership of its domains, content and data
• The Client receives a copy of the website files and the database, upon request and provided that all obligations have been settled
• Access credentials maintained in the name of the Company are transferred to the Client, to the extent technically possible
• The Company's own code, templates, frameworks, internal modules and tools remain its property
• The Company is not obliged to provide hosting, monitoring or support after termination
• The Company may charge a reasonable fee for migration assistance

Access to the Client Portal is terminated within a reasonable time after termination of the subscription. The Client should download the files and documents it needs before then.

11. Restrictions

The Company reserves the right to restrict, suspend or terminate the service in the event of: systematic exceeding of the agreed capacity without consent to additional charges; use of the platform for spam, abuse or unlawful purposes; failure to provide the necessary access or approvals, which makes performance impossible; as well as in the event of non-compliance with the payment obligations in accordance with the General Terms.