Service Level Agreement (SLA) for Ray Whites Real Estate by BPBrown Advertising Agency

Effective Date: 14th June 2007

Company Name: Client Relationship Manager:

BPBrown Advertising Agency Judy Beddoni

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between BPBrown Advertising Agency and Ray Whites Real Estate for the provisioning of DIGITAL MEDIA services required to support and sustain videos being created This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 Ben Tree Contact Information

Imran Hat Meg Door Eddie Man

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: Judy Beddoni Review Period: Quarterly Previous Review Date: 1st May 2007 Next Review Date: 1st August 2007

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. 0001 0002 0003 0004 0005 0006 Service Production and delivery of videos Uploading and storage of videos Maintenance of Agency’s website Proper payment to ISP and video developer All parties to be kept up-to-date with any changes made All involved will deal with necessary parties

2.2. Client Requirements

Notify BPBrown Advertising Agency if the number of videos required changes by a set day and time schedule Ensure proper payment schedule Maintain open communication with ISP and BPBrown Advertising Agency


2.3. Service Provider Requirements
• • •

Uploading and storage of videos provided by BPBrown Advertising Agency Maintain the Ray Whites Real estate Agency’s website Maintain communication with Ray Whites Real estate Agency and BPBrown Advertising Agency

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 Functional website Uploading of videos Clients satisfaction Definition Performance Target Ensuring that the site is user friendly, Extremely easy navigation, maintained important Upload the videos that have been Extremely created as per scheduled agreement important Make sure the site meets the Ray Whites Extremely Real estate requirements important

2.5. Service Level Reporting
The Service Provider will supply the Client with the following reports on the intervals indicated: Report Name Site Updates Video uploads Maintenance costs Interval Weekly Weekly Weekly

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 Video 24 hours Website maintenance 24 hours

2.7. Service Exceptions
Any deviations from current policies, processes and standards are noted by the following Service Exceptions:


Service Video uploads Website maintenance

Ref# 0002 0003

Exception(s) Delay in video delivery to ISP Power Failure, heavy maintenance