Service Level Agreement (SLA) for COMPANY by. Integrity Property Services

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Christal Miller
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0 DATE Natalie Scanlon Approval (By signing below, all Approvers agree to

1 (SLA) for COMPANY by Effective Date: DATE Document Owner: Version Version Date Description Author 1.0 DATE Natalie Scanlon Approval (By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.) Approvers Role Signed Approval Date Service Provider COMPANY Customer

2 Table of Contents 1. Agreement Overview Goals & Objectives Stakeholders Periodic Review Service Agreement Service Scope Customer Requirements Service Provider Requirements Service Assumptions Service Payment Service Management Service Availability Service Requests /7

3 1. Agreement Overview This Agreement represents a ( SLA or Agreement ) between and COMPANY for the provisioning of property condition reports required for rental properties. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all condition report services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein. 2. Goals & Objectives The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide a consistent condition report service and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for a condition report service provision between the Service Provider(s) and Customer(s). The objectives of this Agreement are to: Provide clear reference to service ownership, accountability, roles and/or responsibilities. Present a clear, concise and measurable description of service provision to the customer. Match perceptions of expected service provision with actual service support & delivery. Provide a clear description of how the invoicing process will be conducted between the Service Provider and Customer and include all relevant time frames within that. 3. Stakeholders The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA: Inventory Service Provider:. ( Provider ) Customer: COMPANY ( Customer ) 3/7

4 4. Periodic Review This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The Business Relationship Manager ( Document Owner ) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Business Relationship Manager: Review Period: Annually (12 months) Previous Review Date: N/A Next Review Date: DATE 5. Service Agreement The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement Service Scope The following condition report services are covered by this Agreement; Provision of Inventory Reports The inventory clerk conducting an inventory report on behalf of the Service Provider for the Customer will be required to record the following within the report (if applicable): Doors type of door, material, colour, condition Ceiling finish, colour, condition. Light fittings description of fitting, number of bulbs working Walls finish, colour, condition. Frames type of frame, colour, material, condition. Flooring type of flooring, colour, condition. Windows type of window, material, colour, condition. Curtains type of curtain, material, colour, condition. Blinds type of blind, material, colour, condition. Window Sills material, colour, condition. 4/7

5 Electrics type of electric unit, colour, condition. Heating type of heating unit, colour, condition. Cupboards contents, material, colour, condition. Furniture type of furniture, material, colour, condition. Miscellaneous type of item, material, colour, condition. Garage location, description, contents, condition. Shed location, description, contents, condition. Gardens location, description, contents. Record gas, electric and water readings if obtainable. Any other item or area that would be considered to be part of the premises or grounds Provision of Check In Reports The purpose of a Check In report is to ensure that both the tenants and the letting agent or landlord agree to the condition of a property at the beginning of a tenancy. The new tenants are walked through the property with the Inventory Clerk and amendments are made to the existing inventory report that was conducted for the tenancy where necessary. Once both parties are happy that the report is accurate the document is signed by the tenants and the Inventory Clerk (on behalf of the letting agent or landlord) and then returned to the Customer by the Service Provider Provision of Check Out Reports The purpose of a Check Out report is to identify if there are any differences within a property at the end of a tenancy compared to the beginning of that same tenancy. The condition of the property after a tenancy is compared to the inventory report (amended version if applicable) to identify where any differences are. Once identified, the Inventory Clerk will provide their professional opinion on the liability of the difference i.e. whether it is fair wear and tear or whether it is beyond that. All the differences are compiled into a report with the Inventory Clerk s opinion on liability for each. The gas, electric and water meter reading are recorded as well as any keys that have been returned to the Inventory Clerk if applicable. The report is then delivered to the Customer Provision of Interim Reports The purpose of an Interim report is to record the overall condition of a property part way through a tenancy. The condition of each room and its contents are assessed and issues are detailed in a report if the Inventory Clerk feels that the issues may need highlighting to the Customer. The issues may be structural, 5/7

6 tenant caused or just advisories. Once the report is compiled it is then delivered to the Customer Customer Requirements Customer responsibilities and/or requirements in support of this Agreement include: Providing the Service Provider with the address and method of access to property (keys and alarm code or tenant/landlord contact details). Reasonable availability of customer representative(s) when resolving a service related incident or request Service Provider Requirements Service Provider responsibilities and/or requirements in support of this Agreement include: Meeting response times associated with service related incidents. Provide reasonable methods of contact for the Customer and respond in a reasonable amount of time the contact attempt is missed. Appropriate notification to Customer for all scheduled maintenance. To have public liability insurance in place and be able to provide a copy of the current insurance certificate and copies of any renewals that take place thereafter. To correctly sign keys in and out for a property in the Customer s designated log or other designated method. To return any keys taken from the customer on the same day if requested; this can be done either by returning them to the correct member of office staff of the Customer or in accordance with the Customer s designated method. To wear a company identification badge when entering the customer s office to collect keys. To look after all keys taken from the customer to the point when they are returned. If the service provider loses any keys whilst in their possession then they shall be liable for the bill to rectify the issue, such as the cutting of new keys or a new lock system Service Assumptions Assumptions related to in-scope services and/or components include: Changes to services will be communicated and documented to all stakeholders Service Payment 6/7

7 Provisions related to the payment of a completed service include: Invoices are sent by the Service Provider to the Customer via within 3 working days of completing the requested service. Invoices will be paid by the customer within 31 days of receipt. If there is a reason why an invoice cannot be paid within 31 days of receipt, the Customer should highlight this to the Service Provider prior to the instruction of the work so that an agreement on payment can be made. 6. Service Management Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components Service Availability The provision of condition reports will be available to the customer at the following times: Monday to Friday 9.00 A.M. to 6.30 P.M. unless agreed by the Service Provider and Customer that the service can be conducted before or after these hours. Saturday and Sunday Unavailable unless agreed by the Service Provider and Customer that the service can be carried out on these days Service Requests Customer support specific to the service(s) covered in this Agreement are as follows: Telephone support : 9:00 A.M. to 6:30 P.M. Monday Friday o Calls received out of office hours will be recorded on a backup answer phone service and followed up on the next working day (if applicable). support: Monitored 9:00 A.M. to 6:30 P.M. Monday Friday o s received outside of office hours will be collected, however no action can be guaranteed until the next working day. In office assistance guaranteed within stated opening hours of the business week (if applicable). 7/7

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