Last updated 9 July 2008

Managed Training

ABN 71 934 681 257

Service Level Agreement

1. Objective

This agreement defines the level of post-development service that can reasonably be requested of
Managed Training by a client.

2. Major Constraint

Managed Training is a small business and by entering into a work arrangement, the client
indicates that it understands that Managed Training is significantly limited in its capacity to
provide support and remedy.

3. Scope

The scope of this agreement is limited to:

3.1 the customized materials delivered by Managed Training, and specifically to the
customizations made by Managed Training within those materials
3.2 the application of the customizations as specified to Managed Training and their use
within Australia

4. Period

This agreement is for a period of 90 days from the receipt of complete payment to Managed
Training.

5. Client duty of care

The client’s duty of care includes:

5.1 Backing up all data and system state

5.2 All acceptance testing
5.3 Only performing installation work that the client understands and accepts full
responsibility for, that the client knows how to undo and using an isolated test platform
5.4 Making reasonable use of the support facility provided by the platform vendor before
contacting Managed Training in order to determine the cause of the issue
5.5 Recording details of all advice received from the platform vendor, and details of all system
changes that have taken place

6. Extent of obligation

Managed Training’s obligation under this agreement is limited to:

6.1 the functionality that is available via customization as confirmed by the platform vendor,
that was defined in the statement of requirements and that is available via customization
as confirmed by system, language and protocol documentation
6.2 provision of post-development support assistance, beyond what is explained in
documentation provided by Managed Training or the platform vendor
6.3 assistance that can be provided via online meeting and telephone support
6.4 total assistance duration of no greater than 50% of the agreed and paid development
work duration
6.5 a maximum of 1 hour of assistance per day

7. No responsibility for impacts

Specifically, Managed Training’s liability does NOT extend to any impact upon data or systems or
any facilities or persons or business operations or value.

8. No penalties

Managed Training is not liable for any financial penalties, not is the client entitled to a refund,
under any circumstances.

9. Response time

Managed Training agrees to respond within 1 business day to receipt of a request for assistance.

10. Error definition

The client agrees that Managed Training may define an error, for the sake of this agreement, to
exist only if:

10.1 It reduces application to users

10.2 It was not identified to the client in documentation
10.3 Managed Training is able to observe the error offsite

11. Error resolution

Managed Training agrees to attempt to resolve an error as defined under the limitations of this
agreement within 5 business days. Managed Training reserves the right to employ an agent to act
on its behalf in the event that Managed Training does not have permanent human resource
sufficient to respond in the required time frame.

AGREED, on the date: ___________________________

By: (PRINT NAME): ___________________________ (Authorised representative)

of: (PRINT COMPANY NAME): ___________________________

Signed: ___________________________

Signed for Managed Training: ________________________ (David Urquhart)