SERVICE LEVEL AGREEMENT
Our Ultrakart Service Level Agreement ensures the seamless operation of your Ultrakarts. This Service Level Agreement (SLA) overview outlines the standards and assurances we uphold to guarantee a world-class experience for our customers.
We offer two Service Level Agreements for our Ultrakart customers:
• Pay As You Go (PAYG)
• Gold – all-inclusive package excluding weekends & bank holidays
Summary
Telephone & Virtual Support
Engineer Labour On-site
1x Annual Planned Descale
All Machine Parts
Breakdown – site attended to within 36 hours (Gold Customers Prioritized)
Breakdown - site attended to within 7 working days
Exclusions
• Faults caused by failure to clean the machine in accordance with our instructions
• Parts which have been broken or lost by the operator of the machine
• Parts which have failed due to fluctuations in mains power or water supplies
• Only cleaning materials, parts and accessories supplied by Ultrakart should be used in your Ultrakart
• The use of non-approved materials, accessories or unauthorised personnel, may result in damage to the machine and therefore render your cover invalid
• Callouts & parts relating to operator error, negligence, damage, and loss will be charged at PAYG rates
• Prices only relate to new Ultrakarts purchased from Ultrakart
• If a Gold Service Level Agreement is requested on equipment that was not originally covered, a full inspection will be required. The full inspection will take place prior to any Gold Service Level Agreement being issued. Ultrakart will provide full details and estimate for any work required to bring the machine up to an acceptable standard prior to issuing a Gold Service Level Agreement.These inspections will be costed at the Pay as you Go rates.
• For descales it is the users responsibility to ensure that the Ultrakart are brought to a central location where the Ultrakart engineer will carry out the descale, any additional wait time will be calculated at the Pay As You Go rates
• It is the users responsibility to ensure that Ultrakarts are available in a suitable area for works to be carried out, any additional wait time will be calculated at the Pay As You Go rates
• Used Ultrakart must be less than 7 years old or have had a previous service contract to have a new service contract put in place
• All parts are charged individually
• Only Engineers trained and approved by Ultrakart should carry out service work
• All Service Levels Agreement are based on a Monday to Friday, 8am to 5pm working week
• Service Level Agreements can be invoiced quarterly or annually in advanced
• All service-related invoices are subject to VAT
