Common use of Service Level Agreements Clause in Contracts

Service Level Agreements. 9.1 For those awarded regions of service, as set forth in the Contract, where the Contractor can offer Security Guard Services to Customers, the Contractor is required to enter into an SLA with each Customer prior to providing any Security Guard Services for the Customer. The Customer shall request at least two (2) quotes where there are multiple Vendors awarded in a region. Prior to the execution of the SLA, the Contractor shall discuss with the Customer the Security Guard Services requested and perform an on-site assessment, if necessary, to determine the most cost- effective methods of Security Guard Services. Customers shall create a SLA using Attachment K – Draft SLA, describing the specific Security Guard Services required by the Customer, as well as any unique requirements, prior to purchasing Security Guard Services from this Contract. Each Customer’s SLA shall be attached to the purchase requisition in MyFloridaMarketPlace (MFMP) or formal contract between the Customer and the Contractor. Customers are permitted to negotiate terms and conditions which supplement those contained in this Contract. Such additional terms shall not conflict with the terms and conditions established by this Contract. Specific terms and conditions within a SLA are only applicable to that SLA and shall not be construed as an amendment to this Contract. The Contractor agrees it will not subcontract any of the Security Guard Services it provides pursuant to this Contract. 9.2 The Contractor shall: 9.2.1 Provide supervision of security guards, as required by the Customer’s SLA. 9.2.2 Ensure that current, applicable security licenses and driver’s licenses or state identification cards are kept on the security guard’s person while he/she is on duty. 9.2.3 Ensure that security guards perform all services in accordance with written instructions provided by the Customer’s SLA. 9.3 At a minimum, each Customer’s SLA may include the following: a. Term of services, not to exceed the term in the Contract b. Contact information, including the Contract Manager, primary and secondary emergency call procedures c. Additions to the Contract SOW (if applicable) d. Deliverables e. Performance Measures f. Customer specific terms and conditions 9.4 All SLA changes, modifications, deletions or additions shall be in writing and must be mutually agreed upon by the Contractor and Customer prior to any such change, modification, deletion or addition taking effect, except as stated in the SLA. 9.5 Upon termination of any SLA or the termination of this Contract, the Contractor shall cooperate with the Customer in transferring, in a format mutually agreed upon, all of Customer’s documents, books, records, and other property relating to the applicable facility or facilities in Contractor’s possession or control, as may be reasonably requested by the Customer, to the Customer or such party as the Customer may designate in writing and in otherwise providing for the orderly and professional change in performance of services at such facility or facilities.