Service Level Agreement (SLA) for Dream Reality by Marina Berson

Effective Date: 1/07/07

Company Name: Client Relationship Manager:

Dream Reality Ben

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Marina Graphic Design and Dream Reality for the provisioning of DIGITAL MEDIA services required to support and sustain client website. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. Changes will be recorded in an Amendments section of this Agreement and are effective upon mutual endorsement by the primary stakeholders. This Agreement outlines the parameters of all DIGITAL MEDIA services covered as they are mutually understood by the primary stakeholders. The purpose of this Agreement is to ensure that resources are in place to provide consistent DIGITAL MEDIA service support and delivery to the Client(s) by the Service Provider(s). 1. The following Client(s) will be used as the basis of the Agreement Client Roarke Ben Meg Contact Information

2. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until the Date of Termination. The Client Relationship Manager is responsible for regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Client Relationship Manager will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Client Relationship Manager: Ben Review Period: “Annually” Previous Review Date: 1/07/06 Next Review Date: 1/07/07

3. Service Agreement
The following detailed services are the responsibility of the Service Provider in the ongoing support of this Agreement.

2.1. Service Scope
The following Services are covered by this Agreement; Reference No. 1 2 3 4 5 6 Service
Ensure Application/web server is properly maintained Ensure Website is properly administered and available 24/7 Ensure Database server is properly maintained Creation, deletion, and maintenance of user accounts Application software updates applied as required Backup, storage, and recovery of database survey data

2.2. Client Requirements
Client responsibilities and/or requirements in support of this Agreement include: Client will identify at least one (but no more than two) member(s) of their group to act as the primary point-of-contact (local client contact) for support. Local client contact functions include, but are not limited to, the following: • Act as the authorized technical contact point(s) • Act as authorizers service requests for client Client maintains final authority over the content material and must maintain awareness of their responsibilities


Designate two or more individuals to serve as the official liaison and a backup liaison(s). Provide Service administrators with contact information (name, email, Phone). Maintain Customer equipment and internet connection to ensure reliable connectivity to the server. Contact the Administrators to report any problems with the service as soon as they are noticed. If Customer files require more strict security measures than is usual and customary, the Customer and Service provider will discuss the issues and together form a best plan of action.

2.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include: a) Ensure that you do not make, arrange or authorise the insertion of any reference to us or our website in any document (including promotional or merchandising material) or on any website other than our website without our prior written consent; b) Promptly execute any document, make any arrangement or do anything that is reasonably requested by us in order to facilitate our provision of the Service, including but not limited to any necessary authorisation, permission or security passwords concerning access to codes, programs or other information in relation to your website held by any other party (eg. a third party internet service provider that hosts your website) and any edits to text to be included on your website; c) Abide by the applicable Codes of Practice (incorporating privacy and advertising codes) issued by the Internet Industry Association (to be found at, the Real Estate Institute of Australia or the Real Estate Institutes in your state or territory (eg. REINSW). 2.3.1 You represent and warrant that you are authorised to make available the material submitted by you and that you are acting under authority of the proprietors of any related real estate property. 2.3.2 You acknowledge that: a) You have read and agree to be bound by the terms of all legal notices posted on the Site including Privacy Policy, Disclaimer and Copyright notices; b) Any intellectual property rights including copyright in the website created through using the "Your site" interface will remain with us (except for the material you upload onto the website); c) We are not under any obligation to monitor or censor the material submitted by you, but we reserve the right to do so; d) We are not responsible for the content of any website we design on your behalf or for any errors or omissions in any data provided by or on behalf of you; e) Any legal notices, privacy statements and other documents prepared for your benefit are drafts for your consideration and you are responsible to ensure that those documents reflect your business practices; f) Systems or technological failure may impede or prevent provision of the Service; g) You are responsible for and must pay the cost of all telecommunications and Internet access charges incurred when hosting or accessing any website designed by us on your behalf, whether or not such access has been arranged by us; h) If you have not arranged for your website to be hosted, we shall deliver completed websites we have designed by way of an appropriate data storage medium;


2.4. Service Measurement
The following measurements will be established and maintained by the Service Provider to ensure optimal service provision to the Client: Measurement Definition . Performance Target

2.5. Service Level Reporting
The Service Provider will supply the Client with the following reports on the intervals indicated: Report Name start and finish, date and time of each incident of network unavailability for the client institution for each circuit explanatory notes on the cause of any failure to provide at least 90% availability to a client institution during the calendar month, or for any period of unavailability for the client institution deemed to have lasted more than 10 hours for each circuit ; Interval Once a week

Once a month

2.6. Service Requests
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Client within the following time frames: Service Response Time
User Account creation Password Reset 1 business day 2 Hours

2.7. Service Exceptions
Any deviations from current policies, processes and standards are noted by the following Service Exceptions: Service Ref# Exception(s) Application/web server Security Compromise, power failure, telecom 1

Database Server


failure Security Compromise, power failure, Telecom failure