This Service Level Agreement (this "Policy") governs the service level that KSol is expected to meet as well as the corresponding penalties and compensation for not meeting Service Levels as further specified for provision of KSol products and services (the "Services"). KSol may modify this Policy at any time without notice by posting it in the KSol website (http://www.ksol.com.au/sla/).

The Client can requests support requests by contacting KSol staff, contact numbers as well as emailing the primary support email address support@ksol.com.au. Client support requests will be handled as soon as possible; target time to initiate support requests is within sixty (60) minutes. Client requests for software upgrades and or installation of new software packages will be processed as soon as possible. Target time to complete such requests is within two (2) workings days of receipt.

All KSol network Services are continuously monitored to ensure rapid response to any faults, which may occur. Monitoring is carried out on all primary Services. Monitoring feedback is provided to KSol support staff via email and paging services twenty-four (24) hours a day, seven (7) days a week.

From time to time upgrades to hardware and or software may be required, where possible such upgrades will be performed outside of business hours. Client will be notified as far as practicable in advance of such upgrades via email / or telephone no less than twenty-four (24) hours in advance of any scheduled outage. Scheduled outages under normal conditions should not exceed five (5) hours per year.

5.1 Service Level

The targeted minimum service level is 99.9% uptime each month.

5.2 Service Uptime

The Service Uptime will be measured by KSol and its determination is final.

5.3 Client Credit

If KSol determines that Services were unavailable (excluding scheduled outages or those caused by customers or third parties) for a period exceeding the maximum allowable under the prescribed uptime guarantee, and extending for a continuous duration of one (1) hour or more per instance, upon the customers request, KSol will credit the Clients’ monthly invoice the pro rated charges of one (1) day of the KSol Service fee for each consecutive hour of applicable downtime, up to a maximum of thirty (30) days per month. To receive this credit, the Client must contact KSol requesting the credit within thirty (30) days of the end of the month for which credit is requested.

5.4 Disclaimer

KSol will not be liable for any loss or damage which may result from any interruptions, delays, faults or errors in the supply of the Services.