2 Page 2 of 24. City Transit Service Level Agreement Sample Revision History Revision History Revision Number Revision Date Revision Date Summary of Changes Author Approvals Are Required for this document: Name Title Distribution This document was distributed to: Name Title Service Level Agreement Example 20/07/2010. Page 3 of 24. City Transit Service Level Agreement Sample Table of Contents 1. Summary. 5. Overview. 5. Scope of the interview. 5. Finance.
6. Important contacts. 7. Hours of reporting. 7. 2. GTC and 8. Agreement 8. Revision of the preventive maintenance contract. 8. Renewal of preventive maintenance 8.
Maintenance of the preventive maintenance contract. 8. Modification of the preventive maintenance contract. 9. Service 9. Non-compliance with the Terms and Conditions. 9. Continuity of maintenance. 9. Roles and Responsibilities. 10.
Third. 11. Status of key components. 7 A representative of either party may make a written request for a review of the agreement at any time. Renewal of the Urban Traffic Preventive Maintenance Contract and D`A-1 Automotive may renew the Preventive Maintenance Contract each year after reviewing and agreeing on the cost and planning details. The costs, schedules and elements agreed in the renewed preventive maintenance contract will remain intact for the duration of the contract. Written approval is required for the termination of the preventive maintenance contract or any change in costs, schedules or elements covered by the preventive maintenance contract. Both parties must sign any changes to the existing preventive maintenance contract.
By maintaining the Preventive Maintenance Contract in Urban Traffic, A-1 Automotive will be notified in writing of the Preventive Maintenance 30 days prior to the termination of the Service and the termination of this Agreement. City Transit Services will notify A-1 Automotive of any newly purchased equipment that may require additional resources. The SLA aims to create a partnership between the parties that focuses on the agreed actions to provide the required level of service to operational departments. An SLA increases accountability and improves customer service and service delivery. The agreement between fleet management and its clients must be based on a common understanding of relationships, responsibilities, performance measures and the dispute resolution process. The agreement provides clear definitions of accountability and guidelines to follow if performance requirements are not met. 3 11.3. References to maintenance procedures. 12. Preventive Maintenance Inspection Program. 12. Schedule.
19. Preventive maintenance and planned downtime. 19. Unplanned Downtime. 19. Costs. 20. Cost Plan. 20. Price per year. 20.
Changes. 20.20. Permitted Fees. 21. Method of Payment. 21. 4. Signature page. 22. Appendix A 23.
Sample service level agreement 20.07.2010. Page 4 of 24. Service Level Agreement for Urban Transportation Services – Example 1. Summary Overview This preventive maintenance agreement between A-1 Automotive and City Transit Services aims to establish a preventive vehicle maintenance obligation as described in this agreement. This document clarifies the responsibilities and procedures of both parties to ensure that client needs are met. This preventive maintenance contract serves to formalize the agreement between A-1. Automotive and urban transport services to provide specific support and maintenance services at specific support levels and at agreed costs. 4 This preventive maintenance agreement will evolve over time with increased knowledge of customer requirements and the introduction of new applications and services into the city`s transit support portfolio. Scope of maintenance The following services are the minimum requirements to be provided by A-1 Automotive: A-1 Automotive uses inspection forms A, B, C provided by City Transit Services as a checklist to complete each inspection. (SEE ANNEX A). A-1 Automotive must also have sufficiently trained personnel to perform the inspections listed below. A-1 Automotive conducts vehicle inspections at intervals set by City Transit services and at least recommended by the vehicle chassis supplier.
These inspections must meet the requirements set out in preventive maintenance guidelines drafted by the Florida Department of Transportation. The following points are checked by A-1 Automotive at the agreed intervals: Fire extinguishers / First aid kit / Safety triangles All seats / Seat belts Doors / Hinges / Locks Flooring / Trim / Side walls / Grab bars Mirror Interior lighting / Horn warning system Starting system / Emergency alarm Windshield / Wipers / Washers / Blades Windows Service level agreement Example Example 20/07/2010. Preventive maintenance contract between urban transport services and A-1 Automotive Valid until: 13.01.2009. City Transit Services Service Level Agreement Sample data protection information This document may contain information of a sensitive nature. This information must not be disclosed to persons other than those involved in this preventive maintenance contract or who will be involved during its life cycle. Persons who are responsible for the provision of the services described in this Preventive Maintenance Contract and who sign this Preventive Maintenance Agreement. A-1 Automotive [Address]. [Business Owner]. Persons who review, authorize and sign this Preventive Maintenance Agreement and who are responsible for the maintenance of all related components. City transit services [Address]. [Business Owner]. [System Administrators].
A-1 Automotive [Address]. [Business Owner]. [System Administrators]. Sample Service Level Agreement 20.07.2010. 5 Page 5 of 24. City Transit Service Level Agreement Example of Comfort System Exterior Bodywork and Components Tires and Wheels Access Doors Engine and Oil Filter Ball Joints / Steering / Driving (lubricate). Battery Cooling System Air Purifier / Filter Belts / Hoses / Under-Hood Wiring / Exhaust System Fluids Wheelchair Replacement Elevator and Accessories License Plates / Registration / Manual Mode Operation Control Gear Wheel Bearings / Drive Shaft Dampers / Springs Rear Differential Engine Adjustment Change Transmission Oil and Filter Air Conditioners Check A-1 The automobile must be certified in wheelchair lifts and safety devices to perform inspections in these areas to be able to perform sufficiently. If A-1 Automotive is not certified in these areas, training will be offered to obtain certification.
Financials City Transit Services agrees to pay $ to A-1 Automotive for services to be transferred . Service levels define the plant`s performance objectives in terms of reliability, quantity, quality, responsiveness, safety, capacity, environmental impact, comfort, cost/affordability and regulatory compliance. 10 Ongoing Performance Requirements for the Term of this Agreement. If A-1 Automotive is unable to provide adequate maintenance services, or after the expiration or termination of this Agreement, A-1. Automotive provides the following to City Transit Services: All information necessary for City Transit Services to perform or cause to be performed these maintenance services, including vehicle maintenance history records. Sample service level agreement 20.07.2010. Page 9 of 24. Example of a City Transit Service Level Agreement Any information identified by A-1 Automotive as protected information must be kept confidential by the City`s transit services, unless disclosure to third parties is necessary for the City`s transit services to continue the maintenance service. Roles and Responsibilities The City`s Transit Project Manager works with A-1 Automotive to define service level requirements and requirements. Customers rely on fleet management to plan and budget equipment replacements, research available options to meet operational requirements, create specifications, purchase equipment and vehicles, perform preventive maintenance, schedule planned and unplanned maintenance, and respond to ad hoc customer service requests. 6 Costs are described in more detail in the Section of a Service Level Agreement 20/07/2010. Page 6 of 24.
City Transit Service Level Agreement Example of Key Contacts A-1 Automobile 1st Contact City Transit Services Contact 1st Contact Name Title Title Email Address Email Address Phone Number A-1 Automobile 2nd Contact City Transit Services Contact 2nd Contact Name Title Title Email Address Email Address Phone Number Telephone Hours of coverage Coverage hours are from [x] to [x] from Monday to Saturday. City transit services can request emergency assistance for urgent issues during uncovered hours by calling 1-800 xxx-xxxx. Sample service level agreement 20.07.2010. Page 7 of 24. Service Level Agreement for Urban Transportation Services – Example 2. Terms and conditions Contract Term This Agreement shall enter into force on the following date and shall remain in force for one calendar year. .