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Service Level Agreement

This document outlines the service level agreement between a company and its customer for providing support and maintenance for UPS systems and batteries. It details the complaint logging and resolution process, scope of services covered under warranty and annual maintenance contracts, preventative maintenance activities, service response times, and escalation contacts.

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Aditya Sharma
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© Attribution Non-Commercial (BY-NC)
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Download as DOC, PDF, TXT or read online on Scribd
758 views

Service Level Agreement

This document outlines the service level agreement between a company and its customer for providing support and maintenance for UPS systems and batteries. It details the complaint logging and resolution process, scope of services covered under warranty and annual maintenance contracts, preventative maintenance activities, service response times, and escalation contacts.

Uploaded by

Aditya Sharma
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Service Level Agreement

We realize that many people and important activities in an organization depend upon the performance and reliability of our products. This gives us a sense of mission, which in turn brings out our best on your behalf. We also realize that our responsibility to our customers to provide quality products and services does not stop after sale, but really only begins.

This SLA is applicable to: UPS Systems and Sealed Maintenance Free Batteries supplied and installed by Your Company at various locations and offices managed by Customer (hereinafter referred to as xxxxxxxxxx) across the country.

Complaint Logging & Resolution Process


1. The Service Call originates by sending the call details in a prescribed format as attached on
the mail ID [email protected]. This mail will be instantly responded and a Call Log No will be allotted.

2. Occasionally service call may also be registered over phone by calling the helpdesk number

at 090927 77990. This is a dedicated helpdesk no exclusively for Perkin Elmer and will be regularized once we agree on the complaint logging and resolution process as outlined herein. In this case the caller must insist on an acknowledgment mail indicating the Call Log No.

3. The registered call is then forwarded to our Online Support Helpdesk and the Support
Engineer begins the initial technical information gathering by calling the contact person at the concerned branch and provides online support. All electrical and site related problems are generally resolved through online support. If this is the case, the call is marked as closed at our end and a call resolution confirmation mail is sent to the call originator.

4. However, if the problem still persists, the call is then forwarded to the regional support

team. The Support Engineer from the regional support team visits the site and provides onsite support. All minor component level repairs are performed on site and the problem is rectified. For all major problems the unit is taken to our regional repair center and a standby/ service unit is provided to the branch. As regards the batteries, all minor repairs and connectivity problems are performed on site and the problem is rectified. For all major problems the batteries are put through a series of tests and a battery failure report is generated. On confirmation of failure of battery, a service/ standby battery is then delivered and installed at the site and the process is initiated for replacement of the defective battery. A mail confirming the installation of standby/ service unit or battery is sent to the originator. In case of any abnormality is observed with the regards to electrical wiring or batteries, the same is intimated to the branch officer concerned. The defective unit is then repaired and serviced and subsequently returned to the branch. After re-installation and commissioning of this unit, the call is marked as closed and a call resolution confirmation mail is sent to the originator.

5.

Scope of Service
The scope of service will include supply, installation, commissioning and on-site after sales support and routine preventive maintenance during warranty period.

Warranty Duration
For UPS: 24 months on-site warranty from the date of supply (unless otherwise stated in terms of sale/ purchase on our Invoice and your PO). FOR Batteries: 12 months on-site warranty from the date of supply (unless otherwise stated in terms of sale/ purchase on our Invoice and your PO).
Warranty Support does not include failures caused by: misuse, neglect, accident, modification, and operation outside the specified operating environment, improper maintenance by the Customer, failure caused by service of the equipment by non-authorized technicians, or failure caused by faulty wiring.

Comprehensive Annual Maintenance Contract


For UPS 12 months from the date of signing of contract or receipt of confirmed written work order for specific units to be covered under CAMC. The scope of service will include premium online and on-site support for all breakdown calls, including cost of components to be repaired/ replaced. Only preventive maintenance services will be provided during the CAMC period and no corrective maintenance services will be offered for batteries. In case of Sealed Maintenance Free VRLA batteries, only general health checkup and physical maintenance will be provided.
Support under CAMC does not include repair of failures caused by: misuse, neglect, accident, modification, and operation outside the specified operating environment, improper maintenance by the Customer, failure caused by service of the equipment by nonauthorized technicians, or failure caused by faulty electrical wiring.

For Batteries

Preventive Maintenance Service during AMC


Frequency Quarterly (4 during the CAMC period of 12 months) Scope
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. Checking and confirmation of all operational & physical parameters. Checking and tightening of incoming and outgoing power cables to and from the UPS unit. Cleaning and removal of dust from interior and exterior of the UPS unit. Possibly with a blower. Checking and tightening of all control connections and fuse inside the UPS. Checking and confirmation of battery connections Checking and ensuring that the cooling fans inside the UPS are working properly. Checking for any abnormal alarms and indications. Checking for proper and dedicated earthing at the Input and Output of the UPS. Checking of Input Voltage by a RMS Volt meter. Checking of Output Voltage by a RMS volt meter. Checking and confirming phase sequence. Checking and confirming for any loose connection at the output distribution. Checking and calibration of battery charging current in Amps. Checking of discharging current in Amps on load and without load. Checking and ensuring that the UPS is not overloaded. Checking for proper ventilation to the UPS and batteries. Checking for ambient temperature and confirming if the branch is air conditioned. 18. Checking and confirming that no electrical loads (Lights and fans) are connected to the UPS output. 19. Confirmation of the duration of scheduled power shutdowns in the locality. 20. Confirmation if the generator supply is available during extended power shut downs.

Service Turn-Around-Time (TAT)


Phone Support On-site Support 24x7. Within 30 minutes of logging of complaint to resolve service issues. a) Within 4 business hours at all A Class cities. b) Within 8 business hours at all B Class cities. c) Within 12 business hours at all C Class cities. a) 6 business hours at all A class branches. b) 10 business hours at all B class branches. c) 12-18 business hours at all C class branches. a) 12-18 business hours - If we are unable to resolution for A Class cities. b) 18-24 business hours - If we are unable to resolution for B Class cities. c) 24-48 business hours - If we are unable to resolution for C Class cities identify and

Resolution Time

Standby/ Replacement

offer you a offer you a offer you a

Escalation
1st Level 2nd Level 3rd Level 4th Level 5th Level 6th Level All complaints must be logged in to: SUPPORT@company name.com or http://company name.com/support.html Service Coordinator @ xxxxx xxxxx or [email protected] xxxxxxxxx xxxxxxxxxx xxxxxxxxxxx xxxxxxxxxxxx

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