Dear Customer, As previously communicated, EG EnerKey is currently transitioning to a new ERP system during the spring. The process is moving forward as planned, and we would like to share more details about potential impacts on our customer services and invoicing. Changes to Invoicing Starting June 2025: From June onwards, depending on the scope of your contract, you may receive up to three separate invoices: - One for EnerKey SaaS and other continuous services - One for professional services (e.g., onboardings) - One for hardware (HW) As part of the harmonization process, sales item names will be updated. In June, the item names may appear in English, but starting in July, they will be shown in Finnish for Finnish customers. Please note that only the names will change—the content and pricing will remain the same. Due to the timing of the changes, some invoices for May (originally scheduled for June) may be delayed and sent in July. We apologize for any inconvenience this may cause and are doing our best to minimize any disruptions. New ServiceDesk System in Use from 27 May 2025: On 27 May 2025, we will implement a new ServiceDesk system, ServiceNow. This change will provide better visibility into your support requests. Through a new portal, you will be able to create support tickets and track their status in real time. We strongly recommend using the portal as your primary contact method, but you can still reach us by email if needed. Detailed instructions on how to use ServiceNow will be published soon on the EnerKey Help portal. Please note that all open tickets in the current system will be closed in the legacy system. You do not need to recreate them—we will take care of the transition for you. Best regards, The EG EnerKey Team

Dear EG EnerKey customer, We are currently migrating to EG's standard systems and processes in our ERP and customer service systems. This change will also bring some changes for you, our customers. Changes in billing: - In the future, you may receive several invoices instead of the previous one. EG EnerKey SaaS service fees, expert services, and any equipment and supplies will be invoiced on separate invoices. - The product items shown on the invoices may change. However, we would like to emphasize that the invoiced quantities and prices will remain the same - it is only a matter of updating the item names. ServiceDesk: - We are implementing the ServiceNow system in EG EnerKey's support services. This will improve the ability of both our customers and us to track and manage the processing of support requests. - The ServiceNow portal will be the primary way to submit support requests, but email and telephone services will also remain options. - We will provide more detailed instructions on how to use ServiceNow at a later stage. The changes will be implemented during the spring, and we will provide more information as the details become clearer.

Unusually high temperatures during spring and autumn months have caused challenges for heating energy normalization during the past few yaers. An update has now been made to the normalization formula, which will allow for the display of comparable normalized consumption on the platform even during unusually warm months. The consumption history will not be recalculated. In practice, the change will only affect normalized consumptions during months that are significantly warmer than usual. See the document available in the Documents service for more detailed information.

EG simplifies the company structure in order to better serve its customers. As a result, EG Group's companies in Finland - EnerKey Oy, Silverbucket Oy and Jydacom Oy will merge on 1 November 2023 into the new company EG Software Finland Oy. EG Software Finland Oy's business ID number is 2628229-6. EnerKey's business will continue unchanged, although with the merger EnerKey Oy will cease to exist as a separate company. This change does not require any action, all rights and obligations of EnerKey Oy are automatically transferred to EG Software Finland Oy. All agreements and obligations towards our customers will also remain unchanged. Please note, however, that EnerKey Oy's business ID 2840649-1 will be discontinued, and EG Software Finland Oy's business ID 2628229-6 will be used in the future. Customers' invoices show the change from November.

Facility-specific views enable and helps monitoring of information related to one facility. With facility-specific views, it is possible to monitor a single facility's: - consumptions - emissions - alarms - comments and actions. Views are added to the desktop from the drop-down menu that opens from the widget-add button at the top right. After selecting a view, the view settings will open. In the settings, it is possible: select the facility to be displayed by default, the facility can also be changed later from the view's drop-down menu, and define other settings. The available content settings vary depending on the selected view.

Relating to 4.10. news about September's normalized heat consumption, we have made today (10.10.) the following correction: The existing normalized consumptions for September are deleted and from this day on the month's measured consumption is reported as normalized consumption.

Telecom operators will close 3G networks in Finland during the years 2023-2024. The shutdown of 3G networks can have effects on the data collection of measurements that use GSM-based remote reading devices (Neutron, Elvaco, Moxa field traffic converters, etc.). The devices should automatically switch to the replacement network, but if this does not happen, the first step is to restart the device. The effect of the procedure on the data collection of the device will become clear during the next reading, the data is usually read 1 time/day and for this reason it is recommended to wait at least one reading attempt (1-2 days) before possibly contacting the service provider. More information about devices and restarting can be found in the help (https://help.enerkey.com/?id=1PIzOdMjnjOBeNrIo9xxdg). More information can be found on the operators' websites. https://elisa.fi/3g/ https://www.dna.fi/tuki/kuuluvuus-ja-verkot/3g https://www.telia.fi/3g

In the Nordic countries, the balance settlement was switched from one hour period to a 15-minute period on May 22, 2023. In connection with this, network companies have moved and are moving measurements from the hourly measurement period to 15 min period in stages. If this change of measurement accuracy level happens in the middle of the month, this may cause that the monthly consumption sum of month is reported in EnerKey temporarily as incomplete. Incorrect monthly consumptions are corrected by EnerKey, but the corrections are made periodically and this might causes a delay in correcting the data.

As a reminder, if you want to add the service login page as a bookmark, you must create the bookmark after logging in to the service.