ANNEXURE I

SLA SCOPE AND STANDARD

KEY PERFORMANCE INDICATATORS
WEIGHTA
S.NO SCOPE STANDARD KPI MEASUREMENT PARAMETERS SCORE REMARKS
GE
Actual Minimum 95-100 %
Provide Professional and technical expertise to expedite service to the agreed Monthly attendance of staff mapower deployed Vs 94-90 %
1 To provide minimum manpower agreed with required experience and technical expertise 10
SLA's and industry best. deployed agreed minimum 85-89 %
manpower <85 %
0
Provide complete log books reports on service delivery indicating current To Provide and maintain Checklist, History card , defect list, PPM Status report, Improvement required,
2 At all Time 5 # of non Conformity 05-Jan
Technical property output levels Major work done as required etc.
>5
management
0
Record keeping of PPE checklist. Result of random check for PPE used by the staff and PPE checklist
3 PPE # of observation of Non Compliance 30 10 # of incident recordrd 0 to 5
record as agreed during the signing of contract
more than 5
Ensure all complaints follow the <2%
# of complaints which
4 Resolution of complaints related to scope of work as per agreed timeliness Ensure all complaints are dealt with due attention quality procedutre immediately 15 3 to 10 %
exceeds agreed TAT
from contract start date >10 %
incidents requiring
building evacution or
No occurrence of
other interruptions to
such incidents
To provide and ensure effective maintenance of site properties and Ensure Compliance continuity of business activaties no business interruption due to lack of Numbers of incidents with serious client activity in a
1 10
equipements maintenance impact amonth
1 incident
Training more than one
incidents
4
Training to technical staff by skilled # of training alongwith
2 Provision of suitably qualified, skilled and competent staff Skill set analysis quaterly 5 3
trainer on weekly basis Training record
<3
% of compliance (for 100%
3 Ensure staff compliance with all statutory requirements keep up to date records of all inspection carried out Statutory compliances of staff 4 technical staff for 80-99%
which statutory <80%
Building maintenance % of nonconformance = <80%
Incident (fire hazards, accidents and disruption to normal services) reporting
& 4 All incident report competed prior to leaving site Incident reporting time 40 2 (no of non-business 80-90%
requirements
building operation disruption incidents for >90%
All incidents
reported with SLA
duration
Reporting time for all
1-2 hours above
5 Major incident of service disruption Escalation to the client as per SLA/SOW Escalation time for the incidents 2 incidents as per
SLA time
SLA/SOW
more than 2 hours
above SLA time

100 of uptime
decided
6 Equipment's uptime Uptime for various equipment to be agreed Quarterly uptime calculate 5 % of uptime decided
90-100%
<90%
%of preventive work >95%
To schedule and implement the maintenance programs which are as per O & M reuirement. The PPM Preventive maintenance work
7 Planned preventive maintenance 12 orders completed 75-95%
schedules and procedures should be updated from time to time orders completed
versus planned 75%
Record Diesel Usage All records received
Capturing Daily record
1 Provide monthly reproting of energy management Utility consumption tracking 5
Energy usage information of required data All records not
Energy management Water usage information 10 received
Follow Energy saving practices No violation
Follow the required
2 Implement energy saving awareness/ Practices Appropriate signage as agreed All utility 5
practices Any violation
Instruction for correct use of equipment
Fire detection and alarm checks >90%
Firefighting equipment's checked as per appropriate by site and local working % of activities
Preventive maintenance work 85-90%
1 instructions No report of noncompliance by agreed audit procedure 6 done/activities
orders completed for fire system
Health safety and Means of Escape routes checked scheduled
<85%
environment Riser checked
10
(including fire and # of reported injuries <5
2 Workplace accidents Accident book to be kept and statics reported monthly No of workplace injuries 2
emergency per month >5
At least once in a
# of safety surveys conducted on
3 Safety culture Asses the site with respect to safety standards as per guidelines 2 # of reported incidents month
site
not done