ANNEXURE I SERVICE LEVEL AGREEMENT BETWEEN The Client and The Contractor/Service Provider HVAC Systems Maintenance Service Page 1 of 11
Version Number Originator Status Date Signature Page 2 of 11
Table of Contents 1. Introduction... 4 2. Definitions... 4 3. Priority Table... 5 4. Hours of Operation... 5 5. Scope of Services... 6 Page 3 of 11
1. Introduction This Service Level Agreement covers the provision of services for the operation, maintenance and repair of the Fire Detection Systems, as detailed in the Maintenance and Service Agreement and Annexures thereto, hereafter referred to as The Works. The provision of services is applicable to the following site(s) [SITE DETAILS TO BE INSERTED UPON AWARD OF CONTRACT] The overall objective for the Contractor/Service Provider is to satisfy the needs and requirements of the Client and its customers and users of the site(s) in respect of the provision of services in respect of The Works This SLA contains performance requirements that the Contractor/Service Provider must achieve. Evaluation Points have been assigned to Key Performance Areas, which the Contractor/Service Provider will be measured against. The Evaluation Points will be evaluated by the Client on a three monthly basis and the Contractor/Service Provider MUST achieve a minimum of 90 points on a monthly basis, failing which, a 5% penalty will be levied by the Client against the monthly fee of the Contractor/Service Provider. The principles of the "Penalty" model are recorded herewith. The penalty will be limited to 5% of the Contractor/Service Provider monthly fee The penalty will only apply, if the Contractor/Service Provider fails to achieve 90 points on a monthly basis, as per Clause 22 of Annexure C "Conditions of Contract" Evaluation points will be calculated per monthly basis, but measurement by the Client will be evaluated every 3 months Penalties will take place by way of adjustment to the Contractor/Service Provider invoice on the month in which the evaluation by the Client takes place If the Contractor/Service Provider scores less than 70 points in a rolling 3 month period, it will constitute a breach of contract, as per Clause 19 of Annexure C "Conditions of Contract 2. Definitions Client Contractor/Service Provider UNISA University of South Africa [name to be inserted upon award of contract] Page 4 of 11
3. Priority Table Priority Description Definition Response Time Resolution Time P1 Urgent / Emergency An event, as detailed below, which would immediately cause a health and safety incident. Endangerment to life or an immediate security breach. Examples: Fire outbreak Signals received from the fire alarm panel P2 Critical An event which, if left unattended, could damage equipment, jeopardise the safety of building occupants or could materially disrupt business operations and/or damage the Client reputation Example: General alarm which could cause damage to Client personnel, visitors, property and/or assets Alarm panel signal failure Pump(s) Failure P3 Standard Standard service failures, not impacting the productivity of occupants, business operations or health and safety. Example: 1 Hour 2 Hours 2 Hour 8 Hours 16 Hours 32 Hours P4 Planned Maintenance General non-emergency maintenance requests Attend to CLIENT Annual Planned Preventative Maintenance Schedule As detailed CLIENT Annual PPM As per CLIENT Annual PPM The Response Time is defined as: From the time the Contractor/Service Provider receives the call to the time the Contractor/Service Provider attends the source of the problem. The Resolution Time is defined as: The Time the Contractor/Service Provider has the problem in an entirely safe condition, a temporary repair which is safe, followed by a permanent repair, which is executed within agreed timeframes, or a permanent solution. Priority Table Hours of Response and/or Resolution are defined as: 24 hours a day, 7 days a week, 365 days per annum 4. Hours of Operation Provide the services as described in this document, Monday to Friday between the hours of 07h00 and 18h00. Page 5 of 11
5. Scope of Services 5.1 HVAC Systems Chiller Systems Cooling Towers Systems Water Treatment Systems Chilled Water Cassette Fan Coil Units Chilled Water Air Handling Units Extraction Systems Console Air Conditioning Systems Split Unit Air Conditioning Systems Cassette Split Air Conditioning Systems Hide Away Split Air Conditioning Systems Close Control Air Conditioning Systems VRV Air Conditioning Systems Package Units Refrigeration systems, cold and freezer rooms. Fresh Air Supply Systems Kitchen Canopy Extraction Systems Exhaust Air Extraction Systems HEPA filter safe change units Laminar flow cabinets Fume cabinets c/w inlet and exhaust fans, Bio safety Cabinets, Laminar flow Cabinets Duct systems, fire dampers, balancing dampers, air terminals Pipe systems Waste chutes, ancillary systems BSL 3 lab effluent system BSL 3 laboratory and Cleanroom HVAC electrical systems Autoclaves BSL 3 laboratory decontamination units Gas fired boiler, steam and condensate piping and fittings BMS systems CLIENT requires the Contractor/Service Provider provide the following services at the required performance level and adhere to the general obligations, as detailed herein General Obligations Times of delivery within normal hours of operation Emergency call out procedure to be documented and adhered to Maintain equipment in accordance with Manufacturer recommendations Ensure adherence to all relevant Client Environmental, Health and Safety Regulations, Code of Conduct and Policies and Procedures Ensure adherence to all relevant South African Laws and Regulations, Equipment general design standards, SANS, SABS, OHS Act, National Construction and Building Regulations and as detailed in Annexure E Ensure all statutory inspections are carried out Adhere to the Client Annual Planned Preventative Maintenance Schedule Page 6 of 11
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Scope of Services (continued) Specific Obligations Page 8 of 11
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Authorised Signatories The persons signing this Agreement on behalf of the Client and the Contractor/Service Provider hereby guarantee and warrant that they are duly authorised to do so. THUS done and signed at on this day of 20 for and on behalf of University of South Africa, herein duly represented by in his/her capacity as Name and Surname THUS done and signed at on this day of 20 for and on behalf of University of South Africa, herein duly represented by in his/her capacity as Name and Surname Witness Name and Surname Witness Name and Surname Page 10 of 11
THUS done and signed at on this day of 20 for and on behalf of the Contractor/Service Provider, herein duly represented by in his/her capacity as Name and Surname THUS done and signed at on this day of 20 for and on behalf of the Contractor/Service Provider, herein duly represented by in his/her capacity as Name and Surname Witness Name and Surname Witness Name and Surname Page 11 of 11