This Service Level Agreement ("SLA") sets forth the service level and performance standards for the business software installation and support, the software development and the technical support services provided by Hands-on Management Pty Limited ("Hands-on Systems" or "the Company").

Hands-on Systems shall strive to provide professional services that fully meet the needs of our clients during agreed hours of operation.

All members of our staff will be tertiary qualified and have received comprehensive training to ensure that they can perform their assignments in an effective and professional manner. They will possess relevant and current industry experience.

The provision of our services will be co-ordinated by experienced management staff who will be assisted in their endeavours by the use of our highly developed, computer based service management system.

Clients will be able to have 24x7 access to details of the services that Hands-on Systems is providing them via our Internet based service information system.

Using our Service Management System, Hands-on Systems will constantly monitor the level of service that we provide to our clients, in terms of staff availability, response times and problem resolution effectiveness.

Hands-on Systems will also provide the opportunity for our clients to provide feedback on our services 24x7 by completing a client service survey on our web site.

Hands-on Systems support services will be available on all days of the year, except weekends and public holidays, between the hours of 8:00am to 6:00pm EST.

Support staff will also be made available outside of our normal hours of operation by special arrangement.

Response Time refers to the time it takes for Hands-on Systems to begin working on a problem, not to resolve the problem. Depending on the severity level, the following are the maximum response times for network, server, business software or services problems:

Upon receiving notification of a Level 1 issue, the issue will be immediately escalated to the Client Services Director, or in their absence the Operations Manager, or in their absence the General Manager or other senior staff member acting in the role.

There will be a one (1) hour commitment to begin work on the issue , and the work will not end until the issue is resolved. For items other than critical systems, the response times outlined in Section 4 will apply.

Hands-on Systems will use our reasonable discretion to determine what level of severity a particular issue is given. The client will be made aware of this determination and will be kept advised either by phone or via the Hands-on Systems web site, of progress being made on finding a resolution. On a Level 1 issue an update will be available each hour, and on a Level 2 issue an update will be available every two hours.

Any modification to this SLA will be effective thirty (30) days after posting a notice of such changes to the Hands-on Systems web site and notifying our clients by e-mail or other means.