Estates & Property Services
Service Level
Agreement
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DOCUMENT CONTROL: ... 3
1 INTRODUCTION ... 4
1.1 Scope of the Agreement ... 4
1.2 Duration of the Agreement ... 4
1.3 Signatories to the Agreement ... 4
1.4 Service Contacts ... 5
1.4.1 Professional Services Main Service Desk/Contact Point ... 5
1.4.2 Professional Services Primary Contact ... 5
1.4.3 Customer Details ... 6
2 SERVICE DESCRIPTION ... 6
2.1 Our services agreed to be In-scope of the Service Level Agreement ... 6
2.1.1 Standard Services ... 6
2.1.2 Additional Features ... 6
2.2 Our services agreed to be out-of-scope of the Service Level Agreement ... 6
2.3 Service Coverage ... 7
2.3.1 Service Hours/Availability ... 7
2.3.2 Service Eligibility ... 7
2.3.3 Service Issue Escalation ... 7
3 SERVICE LEVEL ... 7
3.1 Target Service Levels ... 7
3.2 Monitoring our performance ... 8
4. CUSTOMER RESPONSIBILITIES ... 9
5. MANAGEMENT OF SERVICE LEVEL AGREEMENT ... 9
5.1 Governance and Review of Service performance ... 9
5.2 Service Issue Escalation... 10
5.3 Change Control ... 10
5.4 New Service Requests ... 10
E & PS – Utilities and Energy Management - Service Level Agreement
Page 3 of 10 Document Control:
Project/Service Name: Utilities and Energy Management
Document Number:
Document Category: Service Level Agreement
Issued By: Executive Director, Estates and Property Services
Version Reason for Change Author Date
0.1 First draft Jeff Capper 23.05.2011
0.2 SLA meeting JC & all at meeting 13.06.2011
0.3 Revisions JW, RB, ML 08.07.2011
0.4 Revisions` Chris Large 29.07.2011
0.5 Additions and Revisions Jackie Armstrong 16.08.2011
Distribution for Approval:
Title Name Signature Date
Distribution for Information:
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1 Introduction
This document defines the service level agreement between Estates & Property Services (E&PS) and Colleges, Schools and Professional Services Departments of the University of Salford, to provide a utilities and energy management service.
1.1 Scope of the Agreement
The agreement covers the purchasing of gas, electricity and water services, provision of utilities to all campus buildings, and the development and implementation of strategies for the efficient use of utilities.
1.2 Duration of the Agreement
This agreement is open ended, i.e. it remains in operation indefinitely unless withdrawn or superseded.
1.3 Signatories to the Agreement
The signatories to this agreement are:
Unit Signatory
College of Arts and Social Sciences Dean of College, Professor Huw Morris School of Art and Design Head of School, Professor Allan Walker Salford Business School Dean of School, Professor Amanda Broderick School of Humanities, Languages and
Social Sciences Head of School, Professor Paul Rowlett Salford Law School Head of School, Dr Mark James
School of Media, Music and
Performance Head of School, Professor Erik Knudsen
College of Science and Technology Interim College Registrar, Vikki Goddard School of the Built Environment Acting Head of School, Professor Charles Egbu School of Computing, Science and
Engineering Acting Head of School, Professor Sunil Vadera School of Environment and Life
Sciences Head of School, Professor Judith Smith
College of Health and Social Care Dean of College, Professor Cynthia Pine School of Health Sciences Head of School, Sue Braid
School of Nursing, Midwifery and
Social Work Head of School, Professor Tony Warne
Professional Services
Advancement Services Director of University Development, Jan McKenzie Change Management Head of Change Management, Paul Cartwright Communications Director of Communications, Chris Larkin
E & PS – Utilities and Energy Management - Service Level Agreement
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Estates & Property Services Interim Executive Director, Keith Beal Finance Department Executive Director of Finance, Karen Brown Governance Services Unit Head of Governance Services Unit & Deputy
Secretary, Mark Rollinson
Human Resources Division Executive Director, Keith Watkinson
I T Services Chief Information Officer, Derek Drury
The Library Director, Julie Berry
Offices of Vice-Chancellor & Deputy
Vice-Chancellor Chief of Staff, Alison Rhodes
Planning and Performance Director, Phillip Hopwood
Research and Graduate College Director of Graduate Studies, Professor Vian Ahmed Research and Innovation Director of Research and Innovation, Professor
George Baxter
Student Information Directorate Director of Student Information, Scott Mulholland Student Life Directorate Director of Student Life, Liz Bromley
Students’ Union Chief Executive, Phil Benton
1.4 Service Contacts
Listed below are the names, emails and contact numbers of the primary service contacts.
1.4.1 Professional Services Main Service Desk/Contact Point Telephone Number Monday – Friday 8.30am – 4.45pm 0161 295 4444 (internal 54444) - Helpdesk Email Address 24 hours, 365 days [email protected]
1.4.2 Professional Services Primary Contact
Name Vicky Booth
Role Head of Administrative Services
Telephone Number 0161 295 6714 (internal 56714)
Page 6 of 10 1.4.3 Customer Details
See section 1.3.
2 Service Description
E&PS will provide a reliable supply of gas, electricity and water throughout the campus, including negotiating to achieve the most competitive terms of supply. We will produce, implement and promote an energy strategy whilst striving to maintain an average general space temperature of 19°C minimum in winter and 24°C maximum in summer, where equipment allows us to do this.
The aim will be to support the University’s Carbon Management Plan in a way which optimally balances impact on users of the campus, impact on the environment, and cost.
2.1 Our services agreed to be In-scope of the Service Level Agreement
The following range of activities is agreed as being in-scope and will be handled:
2.1.1 Standard Services
UE1 Energy Strategy – development of a strategy, linked to the Carbon Management Plan, covering all aspects of energy purchasing, supply, management and usage UE2 Energy Management – implementation of a plan for efficient and cost effective use
of energy, including management of building temperatures
UE3 Promotion of Energy Efficiency – publication of targets and standards, awareness campaigns and advice on efficient use of energy, including Display Energy
Certificates (DECs) UE4 Purchasing Gas UE5 Purchasing Electricity
UE6 Purchasing Water and Sewage Services
UE7 Maintenance of supplies to critical activities or equipment – customer consultation, planning of interruptions, supply and installation of equipment to provide temporary supplies, e.g. generators, water bowsers
2.1.2 Additional Features
Where consumption of utilities is measured separately the self financing units are recharged for their usage at cost.
2.2 Our services agreed to be out-of-scope of the Service Level Agreement
Any works at Media City
Whilst works such as energy efficiency schemes will be carried out for self-financing units (such as the Leisure Centre, catering outlets, and managed workspace let to tenants) in accordance with this SLA, the self-financing unit will be responsible for the cost
E & PS – Utilities and Energy Management - Service Level Agreement
Page 7 of 10 2.3 Service Coverage
This service is provided in relation to all premises owned or occupied by the University.
2.3.1 Service Hours/Availability
Work requests can be logged at any time via the Estates Job Reports icon on the desktop, or by email to [email protected].
Alternatively jobs can be logged by telephone or personal visit to the E&PS Helpdesk, Monday to Friday 8.30am to 4.45pm.
For the control of space temperatures Working Days are defined as Monday to Friday, between 08:00 and 18:00, excluding Public Holidays and days on which the University is officially closed. In buildings used for teaching the Working Day is extended to 21:00 on Tuesday to Thursday. The definition of Working Days also includes the duration of ad-hoc events when E&PS has been informed of a requirement for heating
2.3.2 Service Eligibility
This service is provided to all staff of the University.
2.3.3 Service Issue Escalation
If there has been a service failure the customer should initially contact the E&PS Helpdesk. See contact details in section 1.4.1.
For more details of how service failures will be handled, see section 5.2.
3 Service Level
This section defines the agreed target performance levels between Estates & Property Services and its Customers, for the provision of the service.
3.1 Target Service Levels
Our target is to maintain energy supplies and other utility services at all times, under normal circumstances. When planned interruptions are necessary, e.g. to allow modification to the electrical installation during a refurbishment, a minimum of 5 working days’ notice will be given and, in consultation with customers, plans will be made to select convenient times and maintain supplies where necessary.
Maintenance of an acceptable working temperature is a priority for customers therefore energy management initiatives will target those areas where building temperatures are known to be outside the published ranges.
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Ref Service Name Performance
Indicator (PI)
Service Level Target
UE3 Promotion of Energy Efficiency UE3.1 Display of Energy Performance Certificates UE3.2 Energy Efficiency Projects In quarterly survey 90% of buildings have DEC displayed according to legislation 90% of projects to improve energy awareness or reduce consumption completed within agreed timescales UE7 Maintenance of Supplies
to Critical Activities or Equipment UE7.1 Customer Consultation UE7.2 Provision of Temporary Supplies For 90% of planned interruptions a minimum of 5 Working Days’ notice was given to customers in order to plan for maintenance of critical supplies
100% of supplies maintained where an uninterrupted supply was agreed with customer
3.2 Monitoring our performance
This section details how service levels will be monitored and how performance data will be provided to customers.
A set of Performance Indicators has been defined, and for each indicator performance will be monitored quarterly, unless otherwise stated.
Service Level Targets and data on actual performance levels will be published on the University’s intranet, available to all University staff.
Performance data will be used as a management tool within E&PS, to identify areas of strong and weak performance, provide information and guidance to E&PS staff, and support planning for future improvements.
Six monthly performance review meetings will be held with senior E&PS managers, to provide an opportunity to:
discuss actual performance versus target
consider corrective actions where service is below the expected level consider any matters escalated to Stage 3
consider fulfilment of the Customer’s Responsibilities and any issues arising from this consider other relevant topics, including future requirements.
E & PS – Utilities and Energy Management - Service Level Agreement
Page 9 of 10 4. Customer Responsibilities
To inform E&PS of locations of critical systems, equipment or activities that require plans to maintain supplies.
To use temporary supplies in the way instructed by E&PS.
To use local heating controls to maintain space temperatures at an average of 19°C in winter and 24°C in summer).
To take all reasonable steps to reduce energy consumption, including: Avoid opening windows whilst the heating is on
Switch off PCs, monitors and printers at the end of the day Switch off lights when rooms are unoccupied
Turn down radiator or room thermostats when rooms are to be unoccupied for a long period
To reduce water consumption e.g. by not leaving taps running.
To inform E&PS when water or energy is being wasted, e.g. by uncontrolled heating or dripping taps.
Not to remove or interfere with materials, equipment, signage or other items placed on site by E&PS or its approved contractors.
To assist in providing an efficient and effective service Clients are requested to provide the following information when requesting work:
Service Requests
Name and contact details
Response time needed
Location of job (building and room number) Description of work required
Access arrangements
Site contact name and contact details (if different)
Further information which may be helpful to the operative
5. Management of Service Level Agreement 5.1 Governance and Review of Service performance
This Service Level Agreement will be reviewed on an annual basis, by E&PS representatives, normally Head of Administrative Services, the Energy Manager and a representative from the Environment and Sustainability team.
Checks will be made to ensure that key details are up to date including: scope of services within the SLA
list of customers
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Actual performance levels will be reviewed and target service levels will be adjusted if appropriate.
If any changes are required the Associate Director, Estate Management will be asked to approve them and will issue an updated SLA to each of the signatories.
5.2 Service Issue Escalation
If a customer is dissatisfied with the service provided under this SLA the customer may register a formal complaint using the procedure set out below.
Stage 1
The customer should contact the Helpdesk to report the service failure and request an update, which will be provided within 2 working days. (If satisfied, no further action required.)
Stage 2
Via the Helpdesk, the customer should ask the line manager responsible for the service for a more detailed response to the query, which will be provided within 5 working days. (If satisfied, no further action required.)
Stage 3
The customer should consult the Customer Representative who may, via the Helpdesk, request a written response which will be provided by the Head of Administrative Services within 7 working days.
To clarify, Stage 1 to Stage 3 should be completed within 7 working days in total. 5.3 Change Control
This document will be issued and controlled through the E&PS Administrative Services team. Any amendment to the document has to be approved by the Associate Director, Estate Management. The document will have version control and will include the date of the agreed amendment, a description of the change, the author and agreement of the Associate Director.
5.4 New Service Requests
In this context ‘New Service Request’ means a proposal to expand the scope of this SLA, for instance by including buildings which are not currently covered.
All new service requests should be directed through the Helpdesk. E&PS will contact the customer to consider the request and will provide an initial response within ten working days.
