Imperial College of Science, Technology & Medicine
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1 Imperial College of Science, Technology & Medicine SERVICE LEVEL AGREEMENT Maintenance Support to Projects Agreement approved Director of Estates..date Revisions date.date
2 1.0 Introduction The following document is the Service Level Agreement (SLA) between the Estates Maintenance Department and the Projects Office. The SLA identifies the services and response times, which the Maintenance Department will provide in support of Project works and the agreed costs. The agreement applies to all properties except those which are owned and maintained by a Hospital Trust or where such a Trust provides the service to IC. The agreement has been developed in consultation between the two parties and is deemed to meet the needs of the Project office and the resources of the maintenance department. The period of this Agreement is fixed for 12 months, with a 3 monthly review by the Steering group. It is anticipated that the Agreement will be developed and improved in the light of feedback received. Any changes to the Agreement must be by the mutual consent of both parties. 1.1 Normal Working Hours The Service Level Agreement will apply during the following times: - Normal Working hours (Monday to Friday, 8.30am to 5pm) and continuation of normal working hours up to 11.00pm. Weekends 8.30am to 5pm The Service Level Agreement excludes the following periods: - After 11.00pm and before 8.30am Bank Holidays College closures Where the Project requests work to be carried out during these periods, they will be rechargeable at prevailing rates via a transfer journal by negotiation with the maintenance team leader. Where work is carried out during these periods at the choice of the Maintenance Department, the works are to be treated as if carried out during normal hours. 1.2 Cost Charges
3 The Project office agree to pay a sum of 0.2% of the gross project costs to the Maintenance Department for the services which the latter will provide in support of project works as detailed in Section 2 of his Agreement. The monies will be transferred into the appropriate maintenance budget code when the PM2 is signed off and funds allocated. Where a PM3 is subsequently raised to increase/decrease the value of the project, 0.2% of the change in value will be transferred to or from the relevant maintenance cost code. 1.3 Disputes Where a dispute arises over either the level of service provided by the Maintenance Department or by the failure of the Project Manager to provide adequate notice for enabling works etc, the matter is to be raised with the Assistant Director of Estates (Projects) and Assistant Director of Estates (Property Services) for resolution. In exceptional circumstances an unresolved dispute may be referred to the Director of Estates for adjudication. 1.4 Exclusions Unless the service requested already forms part of this agreement, any additional service(s) required from an external maintenance contractor(s), e.g. Security / Fire alarm installation maintenance contractor(s), shall be raised by the Project Manager via the Help Desk, in the normal manner. Such services will be invoiced to the project, separately, as appropriate. The Service Level Agreement does not apply outside of those hours identified within Section 1.1 The Service Level Agreement does not apply to buildings or accommodation owned and maintained by Hospital Trusts. The cost of utilities used by contractors is separately chargeable and does not form part of this agreement.
4 1.5 Procedure for reporting defects/enabling works to Help Desk OPERATING HOURS THE HELP DESK OPERATES FROM 0800 TO 1700 MONDAY TO FRIDAY OUTSIDE NORMAL HOURS EMERGENCY SERVICE ONLY AVAILABLE BY CALLING HELP DESK NUMBER WHICH DIVERTS TO SHIFT ENGINEERS RESPONSE TIMES THESE WILL BE AS INDICATED IN THE SERVICE LEVEL AGREEMENT Project Manager or nominated representative needs to report enabling work required on or by using Interactive Defect Form located on web Help Desk Operator or IDF requires following information: Name, Contact Number Location of enabling works including rooms number or description of location, Building and Campus Description of work required An expenditure code This will be your IMPREST Project Code The PM will be sent a confirmation detailing the works and a unique Job Number COST CODE ALL COSTS RELATING TO INDIVIDUAL IMPREST CODES WILL BE COLLECTED IN CONCEPT DATABASE COSTS, INCLUDING OVERTIME, TO BE CHARGED TO ESMAG G90523 BY MAINTENANCE PROJECTS TO TRANSFER 0.2% of PROJECT VALUE INTO THIS ACCOUNT MAINTENANCE BUDGET FOR THE SERVICE PROVIDED
5 2.0 Notice Periods/Response times The following identifies the notice period, which the Project Manager will give to the maintenance department via the Help Desk on extension The notice periods are subject to the Project Manager having instigated an enabling survey prior to works commencing on site. Where the term Project Manager is used below it is to be deemed to include or nominated representative. 2.1 Access to plant areas - 48 hours by agreement between the Team Leader and Contractor. 2.2 Permits to work - 48 hours, subject to receipt of a method statement from the Contractor. 2.3 Isolations and shutdowns - a date will be agreed for isolations and shutdowns and a minimum of 6 days formal notice will be given via the Help Desk. - the Project Manager will send out the isolation and shutdown notification via the Help Desk based upon information provided by the Maintenance Team Leader as to who will be effected in the building/department. 2.4 Training - 2 weeks notice to be provided with an indication of the number of staff who can be accommodated in the training exercise. 2.5 Witnessing Commissioning - 1 week 2.6 Handover - 2 weeks notice is required for handover meetings which should not be arranged for Monday am or Friday pm. - 1 week s notice providing advance review of the handover process has been discussed with the Maintenance Team Leader. NB. The best available documentation must be provided at this meeting, pending complete O&M handover.
6 3.0 Services to be provided by Maintenance The following services are to be provided by the Maintenance Department, subject to the agreed notice periods as detailed in Section 2 of the SLA, during normal working hours or as described in Section 1.1 Provision of temporary service for use by the contractor, i.e. supply points this does not include supply of lights, cables, transformers, pipe work and valves etc. (6 days) Isolation of services, i.e. making the service dead. (6 days) Sign-off of Site Familiarisation and Pre-Start Handover Certificate. Reasonable assistance in gathering information on the existing services, i.e. enabling survey. Issue of Permits to work within and outside of the site boundary. (48 hours) Local temporary isolation. (6 days) Isolation in connection with fire alarm/fire protection systems. (6 days) Reasonable use of materials. This does not include the provision of specialist, access equipment, portable tools etc. Consultation and agreement on the diversion of existing services. (6 days) Access permits to Plant Rooms will be provided when adequate notice is given as detailed in Section 2.0 of the SLA. (48 hours) Isolation permits for shutting off services. (6 days) On-going involvement in site monitoring and informal site inspections, etc. by invitation of the Project Manager. Attendance at testing and commissioning.(1 week) Attendance at training sessions organised by the Project Manager/Consultant/Contractor in the operation and maintenance of the plant. (2 weeks) Attendance at handover meetings including the signing off of handover certificates and the issue of permits to re-energise supplies. (2 weeks) Receipt of operation and maintenance manuals.
7 3.0 continued Confirmation of access arrangements, i.e. where a new badge access control reader has been installed, maintenance will confirm the names of its staff who will require access. During the defects liability period, maintenance will attend to minor problems and those with a Heath & Safety implication (by agreement between the Project Manager and the Team Leader) NB. Hot works permits to be issued by the Chief Fire Officer for the South Kensington campus and by the site Maintenance Manager at other campuses. 3.1 Direct Labour and Contractors Responsibilities For defects that are reported to the Help Desk, which may be a contractor s responsibility under the Defects Liability Period, the following procedure will apply: - Defects shall be raised via Help Desk. NB. It may be an occupier who raises the defect. Maintenance Team Leader receives the job ticket and investigates defect, if its confirmed as a contractual defect, the task is returned to the helpdesk for a Project defect liability task to be generated. (At this stage details of the investigation by the maintenance team leader can be entered). The Project Manager to refer the defect back to the installation contractor as appropriate, for rectification through the contract. The Project Administrator will distribute the task to the appropriate Project Manager by printing the hard copy of the ticket direct from the Concept system. The Project Manager can contact the maintenance team leader for additional clarification if required. Project Manager to visit site if necessary to establish more details and form a view on the validity of the defect. Help Desk to report to the originator the action taken. (This will be by automatic generation of and will happen when the original ticket is closed at the point of transfer to Projects and finally when the contract defect is completed under the warranty and the ticket closed by the Project Administrator).
8 4.0 Notional Recharging Procedure In order for the Project Office to monitor the spending and services delivered by individual projects, the Help Desk will provide access to the Estates Concept Management System database to the project administrator. The Concept software collates financial data for each task generated against the nominated Imprest Project Code in periods of monthly intervals, and the project administrator can then generate reports. The Estates Helpdesk Manager on request can generate full summary reports on financial data at the end of a project.
9 Appendix 1 Service Level Agreement Steering Group Kevin Cope - Buildings Manager (Chair) Clive Ledger - Buro Four Sara Muir - Medical Faculty Project Manager Roy Dickerson - Projects Engineering Manager Bill Oldridge - Maintenance Manager Clive Bravery - Maintenance Manager Colin Wilson - Estates Help Desk Manager
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