272 Avenue Road Toronto Ontario M4V 2G7. Client Name. Technical Support and Website Hosting Service Level Agreement. Date. Prepared by: Cam Hawkins

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1 272 Avenue Road Toronto Ontario M4V 2G7. Client Name Technical Support and Website Hosting Service Level Agreement Date Prepared by: Cam Hawkins

2 1 Baseline CMS: Technical Support 1.1 Purpose NMA will support the Client Name in the use of Baseline CMS website to achieve their business goals and to maximize their investment in the software. This support agreement is meant to provide a moderate level of support at a reasonable cost to the client. A more detailed agreement can be entered into if required. 1.2 Services Automatically Provided Under This Agreement Help Desk NMA will provide phone and support during business hours in the following amounts: Up to 1 hour of telephone support per month (calculated in 15 minute increments) Up to 10 instances of support per month Documentation NMA will provide online and offline documentation as it may become available. This documentation will, at a minimum, cover the basic training elements of Baseline CMS. Bug Fixes NMA will apply bug fixes to generic ActiveApps or Baseline CMS components as they may become available. Warranty This Baseline CMS website is warranted to be free of defects. 1.3 Services NOT Covered Under This Agreement Repair or restoration of the website as a result of modifications made by the client to the underlying code of Baseline CMS or its Templates, Data Structures, and/or Components. 1.4 Key Contacts Vivek Narula (416) xt 229 vnarula@nma.ca Cam Hawkins (416) xt 225 chawkins@nma.ca Clientname Baseline CMS SLA Page 2

2 Services Automatically Provided Under This Agreement Help Desk NMA will provide phone and email support during business hours in the following amounts: Up to 1 hour of telephone support per month

3 Todd Climenhage (416) xt Response Level NMA will fix any programming errors immediately during regular business hours. NMA will respond to support questions within 2 business hours. NMA will respond to phone support questions within 4 business hours. NMA will respond to application failure issues immediately during business hours, will determine the root cause problems, and will report results to the Client by . Business hours are 9:00 AM to 6:00 PM (EST) Monday to Friday, excepting holidays. 1.6 Billing for services Fee for this service will be $X plus HST per month, payable in advance. 1.7 Termination of Agreement This agreement may be terminated by either party upon 60 days notice. Clientname Baseline CMS SLA Page 3

NMA will respond to application failure issues immediately during business hours, will determine the root cause problems, and will report results to the Client by email.

4 2 Website Hosting 2.1 Purpose NMA will support the Client Name by providing website hosting services for its Baseline CMS website to minimize the expense and reduce the complexity of managing a datadriven, web-based software application. This support agreement is meant to provide a high level of availability at a reasonable cost to the client. A more detailed agreement can be entered into if required. 2.2 Services Automatically Provided Under This Agreement Internet Access Location: 151 Front Street, Toronto, Ontario Assured Uptime: 100% (as stipulated by hosting facility) Bandwidth: up to 100 mb/s (shared) 1 gb/month (dedicated) Storage Space: up to 10 gb (dedicated) Webserver Management Sever configuration: Dedicated, collocated, webservers shared by multiple Baseline CMS clients Firewall, Backup, Webservers, Database Servers Operating Systems: MS Windows 2003 or newer on all servers, MS SQL 2005 or newer. Corrective Maintenance: Weekly update of OS patches as they become available from vendor Data Management: Daily Incremental Backup, Weekly Complete Archive Application Monitoring Every effort is made to conduct periodic monitoring of production applications to assess application availability. 2.3 Services NOT Covered Under This Agreement services other than Baseline eblaster such as personal accounts - unless specifically stated. 2.4 Limitation of Liability NMA is not liable for damages due to interruption of Client Name website availability. Clientname Baseline CMS SLA Page 4

software application. This support agreement is meant to provide a high level of availability at a reasonable cost to the client. A more detailed agreement can be entered into if required. 2.

5 2.5 Key Contacts Vivek Narula (416) xt 229 Cam Hawkins (416) xt 225 Todd Climenhage (416) xt Response Level NMA will respond to uptime and hardware failure issues immediately during business hours, will determine the root cause problems, and will report results to the Client by Billing for services Fee for this service will be $X plus HST per month, payable in advance. 2.8 Termination of Agreement This agreement may be terminated by either party upon 60 days notice. 2.9 Remedies for Service Failure Client may make application for refund of fees up to 50% of monthly billing cost for service failures beyond 2 hours in length. Clientname Baseline CMS SLA Page 5

email. 2.7 Billing for services Fee for this service will be $X plus HST per month, payable in advance. 2.8 Termination of Agreement This agreement may be terminated by either party upon 60 days notice.

6 Technical Support and Website Hosting Agreement Provider: New Media Architects Ltd 272 Avenue Rd. Toronto, ON M4V 2G7 Contact: Cameron Hawkins Telephone: (416) xt 225 Fax: (416) Cameron Hawkins Client: Client Name Address 01 Address 02 Address 03 Contact: Telephone: (000) xt 000 Fax: (000) Name Date of Service Commencement: Clientname Baseline CMS SLA Page 6

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