Scope This Service Level Agreement (this “Policy”) governs the service level that ROBTEC Hosting is expected to meet as well as the corresponding penalties and compensation for not meeting Service Levels as further specified for provision of ROBTEC Hosting products and services (the “Services”). ROBTEC Hosting may modify this Policy at any time without notice by posting it in the ROBTEC Hosting website. This Service Level Agreement only applies to clients who have a ROBTEC Hosting contract agreement with an Annual Account (NOT MONTHLY) available to Business Hosting and VPS ONLY. Clients without a contract agreement (month by month) cannot request client credit, although ROBTEC Hosting will maintain services were applicable. Support The client can requests support requests by contacting ROBTEC Hosting staff, contact numbers as well as emailing the primary support email address support@robtec.com.au . Client support requests will be handled as soon as possible; target time to initiate support requests is within 24 hours. 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 2 workings days of receipt. Performance All ROBTEC Hosting 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 ROBTEC Hosting support staff via email and paging services 24 hours, 7 days. Scheduled Outages 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 24hours in advance of any scheduled outage. Scheduled outages under normal conditions should not exceed 5 hours per year. Service Level The