Exhibit E - SLA (Template).docx

Exhibit E

Service Level Agreement Security Guard Services SLA No.

This Service Level Agreement (SLA) is between the [Customer Name] an agency of the State of Florida, with offices at [Customer address], and [Company Name] (“Contractor”), authorized to transact business in the State of Florida with offices at [Company address].

The Parties enter into this SLA pursuant to State Term Contract No. 92121500-24-STC (Contract) in accordance with the terms and conditions of the solicitation.

The Parties therefore agree as follows.

SECTION 1. TERM

1.1. Initial Term

The initial SLA term shall begin on [insert date], or on the last date it is signed by all Parties, whichever is later, and expires on [insert date].

1.2. Renewal Term

Upon written agreement, the SLA may be renewed in whole or in part. . Any renewal is contingent upon the satisfactory performance of the Vendor and subject to the availability of funds.

SECTION 2. SLA DOCUMENT

1.

2.

2.1. The Contract and this SLA set forth the entire understanding of the Parties and consists of the documents listed below. In the event any of these documents conflict, the conflict will be resolved in the following order of priority (highest to lowest):

2.1.1. This SLA Document

2.1.2. State Term Contract No. 92121500-24-STC

SECTION 3. CONTRACT ADMINISTRATION

1.

2.

3.

3.1. Contract Manager

The Contract Manager is primarily responsible for overseeing and monitoring the Contractor’s performance to ensure compliance in accordance with all contract provisions. At the discretion of the Customer’s Contract Manager, monitoring may include bi-weekly meetings between the Contractor and the Contract Manager to address any areas of concern. The Contract Manager shall be as follows:

Name:

Title:

Company:

Address:

Telephone:

Email:

In the event the Customer changes the Contract Manager, the Customer will notify the Contractor in writing via email. Such changes do not require a formal written amendment to the Contract.

3.2. Contractor Representative

The Contractor’s employee who is primarily responsible for overseeing the Contractor’s performance of its duties and obligations pursuant to the terms of this SLA and the State Term Contract shall be:

Name:

Title:

Company:

Address:

Telephone:

Email:

SECTION 4. ADDITIONS TO THE STATE TERM CONTRACT SCOPE OF WORK REQUESTED BY THE CUSTOMER

3.

4.

4.1. [insert if applicable: Bilingual Guards who speak English and Spanish in accordance with Exhibit A, Scope of Work]

4.2. [insert if applicable: Ancillary Equipment as defined in Exhibit A, Scope of Work]

4.3. [insert if applicable: Requirement to submit job descriptions to the Customer in accordance with Exhibit A, Scope of Work]

4.4. [insert if applicable: Designated method for submitting required reports in accordance with Exhibit A, Scope of Work]

4.5. [insert if applicable: Terms for Contractor’s call service center signage specifics e.g. design, material, quantity, posting location, etc. in accordance with Exhibit A, Scope of Work]

4.6. [insert if applicable: Agency specific required trainings in addition to the requirements in Exhibit A, Scope of Work, Section 15]

1.

2.

3.

4.

5.

SECTION 5. FACILITIES/LOCATIONS

The Customer shall provide the Contractor with the Exhibit F - Facility List in accordance with this SLA. During the term of the Contract, the Customer shall have the right to add and/or delete facilities covered by this SLA by updating Exhibit F – Facility List and providing a copy thereof to the Contractor. Additions shall be priced based on the Contract pricing. Deletions shall result in a price reduction equal to the amount set forth in the Contract pricing. Except as expressly set forth in this paragraph, no amendment to this SLA Document will be effective unless it is in writing and signed by both parties.

SECTION 6. TRANSITION PLAN

Within 10 working days after SLA execution, the SLA Manager will conduct a kick-off meeting and/or conference call with the Contractor to discuss the Scope of Work and services needed.

SECTION 7. CUSTOMER FURNISHED ITEMS

7.1 The Customer will furnish, without cost to the Contractor, the following materials and equipment to be used in connection with the performance of this SLA. The Customer will provide the following:

11.2 11.3

7.1.1 [insert Items customer will provide at no cost to the Contractor.

Example: On-Call List for facility, Emergency Call Procedures, Keys, Replacement of lost, damaged, or stolen equipment, etc.]

SECTION 8. CONTRACTOR DELIVERABLES

6.

7.

8.

9.

10.

8.1 The services to be provided are [armed and/or unarmed] Security Guard Services, as specified in the Scope of Work and in accordance with Chapter 493, Florida Statutes, at the facilities and locations identified in the Exhibit F – Facility List and their associated parking structures and sites.

The Contractor will be responsible for the following tasks/deliverables at each location, in addition to the tasks/deliverables required by the Scope of Work:

8.1.1 [insert any additional deliverables as needed]

SECTION 9. PERFORMANCE MEASURES AND FINANCIAL CONSEQUENCES

Security Guard Services Contract No. 92121500-24-STC