High End Maintenance Teams-Service Level Agreement

Service level Agreement for High End Maintenance Teams As per the Industry Practices

Service Level Agreement
S no.	Perameter	Response time	Diagnosis time	Resolution time	Remarks
1	Electrical power availability (Transformer / HT Panels / DG Sets / Main power control center)
	Grid failure-Provide standby DG Power	Immediate	Immediate	25 seconds
	DG Set Tripping	Immediate	Immediate	10 minutes
	System Uptime	99.95%	Allowable downtime annually: 263 Minutes
	DG Repairs- first level maintenance- Replacement of spares involved	10 mins	10 mins	4 hours	Power should be restored with stand-by arrangement in 10 mins. Should insure compliance of SLAs/resolution times agreed by OEM
	DG Repair- require OEM support	10 mins	30 mins	8 hours
	DG- Major repairs- require replacement of parts with OEM support	30 mins	8 hrs	3 days
	Transformer/ HT switch gear/ HT Panels-first level maintenance- Replacement of spares involved	10 mins	10 mins	4 hours
	Transformer/ HT switch gear/ HT Panels- require OEM support	10 mins	30 mins	8 hours
	Transformer/ HT switch gear/ HT Panels-Major repairs- require replacement of parts with OEM support	30 mins	8 hrs	3 days
2	UPS System
	UPS System Tripping/ Restoration	Immediate	Immediate	10 mins
	System Uptime	99.99%	Allowable downtime annually: 53 Minutes
	UPS System Repairs- first level maintenance- Replacement of spares involved	10 mins	10 mins	4 hours	Power should be restored with stand-by arrangement in 10 mins. Should insure compliance of SLAs/resolution times agreed by OEM
	UPS System Repair- require OEM support	10 mins	30 mins	8 hours
	UPS System- Major repairs- require replacement of parts with OEM support	30 mins	8 hrs	3 days
	Battery replacement- require OEM Support	10 mins	30 mins	8 hours
	Battery bank replacement	30 mins	8 hrs	3 days
3	Electrical-LT System
	LT Panel/ DB/MCB Tripping/ Restoration	Immediate	Immediate	10 minutes
	System Uptime	99.95%	Allowable downtime annually: 263 Minutes
	LT Panel/ DB/MCB Repairs- first level maintenance- Replacement of spares involved	10 mins	20 mins	1 hours	Power should be restored with stand-by arrangement in 10 mins. Should insure compliance of SLAs/resolution times agreed by OEM
	LT Panel/ DB/MCB Repair- require OEM support	10 mins	30 mins	8 hours
	LT Panel/ DB/MCB- Major repairs- require replacement of parts with OEM support	30 mins	8 hrs	3 days
4	HVAC and PAC system
	Tripping of equipement	Immediate	Immediate	10 minutes
	System Uptime	99.95%	Allowable downtime annually: 263 Minutes
	Equipement Repairs- first level maintenance- Replacement of spares involved	10 mins	20 mins	1 hours	Stand by system should be restored with stand-by arrangement in 10 mins. Should insure compliance of SLAs/resolution times agreed by OEM
	Equipement Repair- require OEM support	10 mins	30 mins	8 hours
	Equipement- Major repairs- require replacement of parts with OEM support	30 mins	8 hrs	3 days
5	Fire Alarm System
	Fire fighting system
	Fire alarm acknowledgement	Immediate	Immediate	2 mins.
	Alarm resolution time	Immediate	Immediate	5 mins.
	System Uptime	99.99%	Allowable downtime annually: 53 Minutes
	Arresting the water leakage in the system	Immediate	Immediate	30 mins
	Equipement Repairs- first level maintenance- Replacement of spares involved	10 mins	10 mins	30 mins	Stand by system should be restored with stand-by arrangement in 10 mins. Should insure compliance of SLAs/resolution times agreed by OEM
	Equipement Repair- require OEM support	10 mins	30 mins	8 hours
	Equipement- Major repairs- require replacement of parts with OEM support	30 mins	8 hrs	3 days
	Checking of fire extinguishers	Monthly	4 hrs	1 day	Minor repairs
	Refilling of fire extinguishers	Yearly	8 hrs	6 days	Stand by extinguishers should be in place in 1 hr
6	Elevators
	Elevator failure/ rescue operation	Immediate	Immediate	10 mins.
	System Uptime	99.95%	Allowable downtime annually: 263 Minutes
	Equipement Repairs- first level maintenance- Replacement of spares involved	10 mins	10 mins	30 mins	Stand by system should be restored with stand-by arrangement in 10 mins. Should insure compliance of SLAs/resolution times agreed by OEM
	Equipement Repair- require OEM support	10 mins	30 mins	8 hours
	Equipement- Major repairs- require replacement of parts with OEM support	30 mins	8 hrs	3 days
7	General complaints				These complaints include low priority complaints like faulty light fixture,temp setting, leakage in water lines, general cleaning, and doors problem etc
	Electrical	Immediate	10 minutes	30 minutes
	AC Temperature	Immediate	10 minutes	30 minutes
	Plumbing	Immediate	10 minutes	30 minutes

The service provider needs to be efficient enough to be with in the timeframe given in the above matrix .