Service Level Agreement (SLA) 2020-2021
This agreement is between:
Buckinghamshire Traded Services - Schools
County Hall, Aylesbury, Bucks HP20 IUD
Tel: 01296 382094 Email: email@example.com
The holder of the Traded Services Account
The purpose of this agreement is to:
Set out the services that you have purchased from us that the responsibilities of all parties in the agreement
Set service levels for each of the services purchased
Enable performance levels to be managed
Lay out the mechanism for identifying and resolving at the earliest opportunity any areas of non-compliance or under performance
Lay out the process to be followed in the event that there is an issue with service delivery.
A summary statement of the services with 7/12 and 5/12 invoice schedule, individual Service Descriptors along with this SLA has been supplied in ‘My Documents’ folder in your Traded Services Account. If you have additional requirements outside the scope of the packages purchased please talk to us separately about how we might help you meet those requirements. Please firstname.lastname@example.org and we will get back you to arrange further discussions.
Support Packages will run from 1st September 2020 to 31st March 2021 (7-months) in order to bring billing in line with the school’s fiscal year. Thereafter Support Packages will be annual and will run from 1st April until 31st March.
By accepting this contract you agree to Buckinghamshire County Council using, retaining and storing information, within our own databases and CRM systems, about your organisation and the people within your organisation, or who are served by your organisation. This includes names and contact details of key contacts within your organisation, and any other data which is necessary to provide you with an appropriate level of service.
At any time, you may request a copy of any details which we hold about you or your organisation and you are able to enquire about the way in which we are using your data, or why it is necessary that we keep it. If you are not happy with our reasoning then you are able to request the removal of unnecessary information and we have 48 hours to comply with your request.
We have a responsibility to ensure that we never share your data with any third parties without first seeking your agreement, and only where it is appropriate. We will only obtain and hold data which is appropriate to serve your organisation and will destroy, delete or remove any data which we hold about your organisation, and which is not required for this practice. We will ensure that we store your data securely within our systems, taking relevant precautions so that our systems are not breached by anyone who may want to obtain your personal information and/or use it maliciously. In the event of a data breach, you will be notified within 48 hours.
For the full terms and conditions of our responsibility to data protection, please click here.
This SLA forms a rolling contract agreement. Once you have accepted this agreement, your organisation will be charged for this service on an annual basis until you request cancellation. This means that your service will automatically renew and continue without disruption. We will update the charges for this package, based on the figures which you provide within your last census and based on any figures which you provide to us.
It is your responsibility to inform us of any changes and to update any information which we hold about your organisation, ensuring that the information which we hold is correct, that you are provided with the right level of service and that you are charged accordingly. If you would like to cancel or change this service, please email email@example.com, requesting cancellation or telling us about any changes, at least one month prior to the renewal date**
Upon cancellation, standard termination notice of the annual package applies.
All annual packages will automatically extend unless valid notice is given.
In order to update the billing cycle to a single 12 month annual payment, we will not charge the remaining 5 months of the 20/21 agreements. Instead, all annual packages will be automatically renewed for the period 1 April 2021 to 31 March 2022. This will supersede the previous agreements. Any customer that decides to not renew for this 12 month period would be liable to the remainder for the previous agreement i.e. 5 months (April21 to August 21) usually payable in July 2021.
You may terminate the contract prior to the expiry of the term or renewal period providing the appropriate notice is given before the anniversary of the commencement.
- 6 months' notice is required for all annual packages. Including one and three year contracts
- There may be additional/different termination conditions for some products/services – please refer to the termination section within each service area for more detail.
- Pay-as-you-go services – you can stop using pay as you go services at any point but we kindly request that you inform us that you no longer require our service.
- Either party may terminate the Contract if the other party commits a material breach, or series of breaches resulting in a material breach, of the Contract and such breach is not remediable or is not remedied within 30 days of written notice requiring that party to do so.
How to give notice
- Notice of contract termination must be given in writing from the Headteacher.
Email is acceptable.
- The notice period commences from the date that notice was received not the date that any notice was sent.
The Customer will immediately pay all invoices then outstanding;
We will invoice you for all Services provided but not yet invoiced and any cancellation fees due and you will pay such invoices immediately;
The party terminating the Agreement shall be liable for any expenditure incurred by the other side as a result of any breach of this provision.
Upon termination, you will be liable for any expenditure incurred by the Council to support your contract exit. Charges are calculated on a case by case basis and are determined by several factors including, timings, and complexity.
In the unfortunate event of termination, it would be helpful to us to know why you wish to bring the agreement to an end.
Customer feedback is valued as an essential part of developing high-quality services reflecting the needs of our customers and responsive to changes in market requirements. We will ask that you let us know when you are happy with the school services which that are provided and where things do not match the expected high standards.
Signatories to SLA for Support Services provided by Buckinghamshire Traded Services (Buckinghamshire Council)
On behalf of Buckinghamshire Council,
Director of Customer
Date: February 2020
As school signatory, I declare that I have the relevant delegated authority to sign this agreement on behalf of the school.
Print name: …………………………………………………………………………….
Headteacher: ……………….……………………… Date: …………………..
Last updated: 30 November 2020