INTERDEPARTMENTAL TRANSACTIONS:
ANNEX SERVICE LEVEL AGREEMENTS:
CHECKLIST Service Level Agreements should normally
cover the following matters: - a description of the commodity or
service to be supplied;
- the objectives;
- the respective roles and
responsibilities of the parties;
- whether the customer is tied;
- the basis of charging, e.g. whether
on the basis of advance quotations,
catalogue prices, scales of charges or
actual costs of jobs; and provision for
charges to be varied;
- (possibly as an annex) scales of
charges to be paid;
- the application of VAT;
- the terms of payment (including
payment conditions, e.g. how quickly
bills should be paid);
- the accounting arrangements -
including methods of payment;
- the billing arrangements -
including the billing points and the
nature of the detail to be included on
invoices to enable customer to carry
out adequate checks;
- the arrangements for settling
disputes;
- responsibilities for losses;
- the periods of notice to be given
by the supplier and customers
respectively in withdrawing supplies or
withdrawing custom;
- customer/supplier liaison
arrangements; and
- the duration of the agreement and
provision for premature
termination.
Page Published/ Updated on: 21st
December 2001 |