Service Level Agreement (SLA)

for
National Bank
by
JK Production

Effective Date: Saturday, June 07, 2008

Company Name: JK Production

Client Relationship Manager: William Smith

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between JK
Production and National for the provisioning of DIGITAL MEDIA services required to
support and sustain Video Production.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by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 Contact Information

William Smith wsmith@dayglow.com.au
Lucy de Girl degirl@opac.com
Pat Verbose patdrat@ono.com
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: William Smith

Review Period: Quarterly
Previous Review Date: Friday, May 03, 2008
Next Review Date: Friday, September 06, 2008

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. Service

100001A Update Image Gallery
100001B Update Content
100001C Software Review/Upgrade
100001D Tutorials

2.2. Client Requirements

Client responsibilities and/or requirements in support of this Agreement include: Giving
access to Intranet Server, as required.
Give access to relevant bank personnel, for the purpose of acquiring pertinent
knowledge to fulfill SLA.
Must be willing to upgrade/buy new software.
Give feedback on a regular basis.
2.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement
include: Provide tutorials to bank personnel on the use of new software.

2
 Upgrade system as required.
Provide Content and Images on a per week basis.

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

Training Teach personnel use of Proper use of software is
products. essential.
Content All required images and text. Optimize content-keeping up to
date.
Upgrades New software/upgrade Optimize software provides less
software. crashes.

2.5. Service Level Reporting

The Service Provider will supply the Client with the following reports on the intervals
indicated:

Report Name Interval

Personnel Training Quarterly
Upgrades Yearly
Provided Content Monthly

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
Tutorials 3 – 4working days
Software Updates 4 – 5working days

2.7. Service Exceptions

Any deviations from current policies, processes and standards are noted by the following
Service Exceptions:
Service Ref# Exception(s)
Tutorials #100001D Request to be within the above time.
Software Updates #100001C Request to be within the above time
frame.