Managed Office Cloud. Service Level Agreement (SLA) V1.1. OnePressTech Pty Limited. 2-7 Bogota Avenue, Neutral Bay, NSW, Phone:

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1 Managed Office Cloud Service Level Agreement (SLA) V1.1 OnePressTech Pty Limited 2-7 Bogota Avenue, Neutral Bay, NSW, 2089 Phone: ABN ACN OnePressTech Pty Ltd

2 1. Purpose This Managed Office Cloud Service Level Agreement (SLA) describes the terms and conditions that apply to OnePressTech in respect of the supply of a Managed Office Cloud (MOC) to You under the terms of your OnePressTech Customer Service Agreement (CSA) and the terms and conditions that apply to You as the Managed Office Cloud subscriber. The terms and conditions outlined in this SLA are additional to, and must be read in conjunction with, the CSA. Where there is a perceived inconsistency between the terms in this SLA and the general terms set out in the CSA, the terms in this SLA prevail. 2. Scope of Services This SLA only covers faults in a OnePressTech supplied MOC operating under an active CSA that have been determined by OnePressTech to only be remediable by, or with the assistance of, OnePressTech. This SLA does not cover MOC configuration which is Your responsibility including: i. content management and; uploading, downloading, modifying and deleting Your content; and; configuring the user- configurable features of Your MOC; ii. configuration of ancillary services connected to a Managed Office Cloud including but not limited to: bulk services such as MailChimp; services such as Gmail; and analytic services such as Google Analytics. For clarity the following fault is not covered under this SLA: You modify a web-page stored in and presented to the public by the MOC whereby, due to a content-specific error You introduced, the web-page no longer displays as you would expect or the web-page goes blank. For clarity the following fault is covered under this SLA: You modify a web-page stored in the MOC and get an error message when you attempt to save the web-page that there is insufficient disk space available. Managed Office Cloud Service Level Agreement (SLA) v1.1 Page 2

3 3. Service Level Schedule Fault Processing Window Fault Processing Targets (these are targets only and may not be technically achievable in the target timeframe) Maintenance Notification Targets (this is the minimum time a notification will occur ahead of maintenance involving administrative lockout and/or MOC reset) NOTE: additional reminders may be issued one Business Hour and subsequently 10 Business Minutes prior to a planned outage. 9:30AM to 5:30PM AEST on Business Days Fault-Priority1: 4 Business Hours Fault-Priority2: 1 Business Day Fault-Priority3: 10 Business Days Fault-General: At OnePressTech s discretion Fault-Priority1: 0 (Post-repair notification) Fault-Priority2: 1 Business Hour Fault-Priority3: 1 Business Hour Fault-General: 1 Business Day Service Availability (excludes Force Majeure Event) *outage is the period between the time OnePressTech records a Fault- Priority1 occurrence and the time OnePressTech records the fault has been remedied. Service Availability 99.8% = Calendar Month Hours-Outage* x 100 Calendar Month Hours 4. Contacting OnePressTech You must do all that is possible to ascertain that the fault you are reporting is with the Managed Office Cloud service and requires OnePressTech s assistance to remedy. Faults may be reported at no charge to the OnePressTech support team by Response to ed fault reports will be as per Fault Processing Targets. If You do not receive an receipt-acknowledgement within 1 business day please re-send the fault report. Fault-Priority1 and Fault Priority2 occurrences may be texted at no charge to Phone contact with OnePressTech will be charged out at $150/hour in 15 minute increments with a 15 minute minimum per call. Waiving of this fee is at the sole discretion of OnePressTech. Managed Office Cloud Service Level Agreement (SLA) v1.1 Page 3

4 5. Contact by OnePressTech OnePressTech may contact You as relates to the operation and maintenance of the Managed Office Cloud. You must ensure that OnePressTech is provided with an active and responsive contact and phone number to enable OnePressTech to meet its SLA obligations regarding Maintenance Notification. 6. Compensation in the case of Fault OnePressTech currently does not provide compensation in the case of a fault. 7. Changes to the agreement We may modify this agreement by posting an updated version on our website or ing you a copy. The modified agreement will apply once posted or sent, so please check our website and your inbox regularly for any updates. We will endeavour to notify you in advance of any material changes. 8. Definitions Business Day Business Hours Fault-Priority1 Fault-Priority2 Fault-Priority3 Fault-General Force Majeure Event A day other than a Saturday, Sunday or public holiday in the state or territory where the Service is being provided by OnePressTech. 9:30AM to 5:30PM on Business Days (AEST) MOC is not accessible by You or Your clients MOC is accessible by You and Your clients and there is a major fault in a MOC primary feature that renders it unusable and this has an immediate and significant impact on Your business with Your customers. MOC is accessible by You and Your clients and there is a major fault in a MOC primary feature that renders it unusable and this has a nonimmediate and significant impact on Your business with Your customers and where there is a work-around provided by OnePressTech All faults excluding Fault-Priority1, Fault- Priority2, FaultPriority3 a) any act of God or act of nature, fire, flood, storm, explosion, sabotage, riot, act of war, whether declared or not, or cable cut; b) any strike, lockout, work stoppage, or other Managed Office Cloud Service Level Agreement (SLA) v1.1 Page 4

5 industrial action; c) any failure or delay, or other act or omission of the customer or any third party (including third party carriers and carriage service providers), including cable cuts and failures to provide goods or Services or access to premises; d) legislative or governmental prohibitions, restrictions, or delays in the granting of approvals, consents, permits licenses or authorities; e) emergency maintenance requirements; or f) any other event beyond the reasonable control of OnePressTech. Managed Office Cloud Month Monthly Base Fee OnePressTech Services You, Your All currently advertised Managed Office Cloud services provided by OnePressTech, including: Managed Customer Cloud A calendar month starting on its first day. The minimum monthly charge for the Managed Office Cloud service, disregarding excess usage charges, equipment charges, support services and any other additional charges, as payable by You for the calendar month in which the service is provided by OnePressTech to You. OnePressTech Pty Ltd ACN: ABN: The relevant Information Technology services identified in the OnePressTech Customer Service Agreement (CSA). OnePressTech customer who has submitted an application form to OnePressTech and who uses a OnePressTech MOC. Managed Office Cloud Service Level Agreement (SLA) v1.1 Page 5

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