TABLE OF CONTENTS I. PURPOSE - 4 II. MAINTENANCE CORE RESPONSIBILITIES - 4 III. MAINTENANCE SERVICES - 5 IV. MAINTENANCE SERVICE REQUEST 5 a. Maintenance Service Desk - 5 b. Hours of Operation - 5 c. Work Requestors - 6 d. Maintenance Service Desk - 6 e. Maintenance Staff - 6 V. SERVICE LEVEL AGREEMENT - 7 a. Response Resolution Priorities - 7 b. Emergency Numbers - 7 c. Response Time - 7 VI. MAINTENANCE RUN PROCESS - 8 VII. INCLUSION AND EXCLUSIONS - 9 VIII. SPARE PARTS LIST - 11
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MAINTENANCE SERVICE LEVEL AGREEMENT
I. PURPOSE The purpose of this agreement is to provide a practical procedure on the expectations and communication between us and the tenants. It is designed to define the Levels of Service that can be expected from us to best serve the maintenance requirements of the properties and the tenants occupying it. This agreement shall define the types of Maintenance services provided, define the process to request and deliver those services, and identify those responsible within the service request/delivery process. It will also provide a vital communication link between the various parties. II. MAINTENANCE CORE RESPONSIBILITIES Our primary responsibility is to ensure that all properties and facilities are operating as designed to provide a safe and healthy environment for Tenants.
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III. MAINTENANCE SERVICES The following are the kinds of services that we provide: EMERGENCY REPAIR – Immediate response to potential shut-down situations. CORRECTIVE – Repair & replacement of components. PREVENTATIVE – Routine tasks to keep building & Apartment systems functioning properly. IV. MAINTENANCE SERVICE REQUESTS a. Maintenance Service Desk •Our Maintenance Service Desk handled by our Facility Supervisor is responsible for receiving work requests. Work requests are logged into a Job Order where work orders will be created, assigned, tracked, and measured to completion. •Our Maintenance Service Desk will send an email response to the requestor notifying them that the request has been received, accepted or rejected, converted to a work order, and when the work order should be completed. b. Hours of Operation •Our Maintenance Service Desk is staffed from 7am to 3am Saturday to Thursday except Fridays and holiday. •Emergency Calls will be taken care of at any time during the year. 5
c. Work Requestors •To better serve all maintenance customers, all nonemergency work order requests must be submitted through E-mail. But in cases when the tenant does not have access to an email, then phone calls will be accepted and logged through the Maintenance Service Desk. d. Maintenance Service Desk •The Maintenance Service Desk Supervisor will review all work requests as they are received, assess the severity of the problem, assign a priority level, and then assign the work order to the appropriate maintenance technician. •If further clarification is required the Maintenance Service Desk will contact the tenant. e. Maintenance Staff •All Maintenance staff will review the work orders as received. •The priority level and severity of the problem will dictate the order in which each work request is resolved. •When work is completed, the Maintenance technician will add the appropriate comments related to the resolution. •The work order will be returned to the Tenant to sign back & the same is filed for Records of the Maintenance Service Desk on the same day that it was completed for final close out and logging of the work order.
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V. SERVICE LEVEL AGREEMENT – RESPONSE/ RESOLUTION PRIORITIES •Emergency response situations will not be included in the Response Level Priorities or Service Desk work order system as these situations will receive immediate response until the issue is resolved. •These situations involve an issue which will cause shutdown of Equipments which will have impact on the building or tenant apartment or commercial office or creates a serious health or safety hazard. a. Response/Resolution Priorities •Response Priorities will be assigned to each work order request by the Maintenance Service Desk. •The priority may be adjusted up or down by the Facility Supervisor as conditions warrant. •In some cases, a temporary solution may be implemented to time for a permanent resolution. b. EMERGENCY NUMBER +974 6616 6626 c. Response Time •Critical Level 1 – Emergency (Response Time: 60 Min.) It includes requests that are of a life threatening nature, or those that may result in property damage as a result of fire, flood, structural failure or complete building utility failure. An emergency maintenance team and appropriate emergency services if appropriate.
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•Critical Level 2 – Urgent Reactive Maintenance (Response Time: 3 To 6 hrs) It includes a immanence request is in response to a localized loss of electrical power portion, minor flooding, partial failure of HVAC systems, water pumps, lifts and Fire Alarm. •Critical Level 3 – Reactive Maintenance (Response Time: 24 To 48 Hrs) All types of reactive maintenance call other than emergency and urgent calls as covered under CL1 and CL2. We shall execute category three maintenance requests at a pre-agreed time. •Critical Level 4 – Non Availability Of Spares If due to the unavailability of spares, it is not possible to carry out the reactive maintenance within a 48-hour period, the client should be notified and supplied with an estimated time until completion.
VI. MAINTENANCE RUN PROCESS •Our Maintenance Department will establish PPM schedules (Periodic Preventive Maintenance) for each property to conduct preventative and routine maintenance for the buildings. •There will be Monthly, Quarterly, Half Yearly or Yearly based on the age of the equipment. •We will be responsible for developing a list of tasks to be performed.
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•This compiled list will be prioritized based on the highest need. •Work will be completed as time and resources allow starting with the highest priorities •Spares up to 5000 QAR will be purchased and installed and invoiced back later base on the priority. Spares more than 5000 QAR will be purchased after Approval from Client. VII. INCLUSIONS AND EXCLUSIONS A. INCLUSION FOR APARTMENTS/VILLAS AND OFFICES i. External Areas of the building, Villas and Common Areas √ Light Bulbs √ Tube light Rods & its fittings √ Electric Breakers √ Domestic Water Pump & Float switch in Tanks √ Minor Gypsum / Civil works √ Minor Painting touch-ups √ Coordination for Lift Breakdown and Maintenance (To be done by 3rd party) √ Coordination for Fire Protection System (to be done by 3rd Party) ii. Tenant Apartment/Villa Unit and Offices √ Repair/replace the Music/sink pipe in Wash Basin, Showers & Hand Spray (Shataff) if repairable √ Repair of Electric Water Heater (if repairable only) √ Water supply Pipe leakage rectification
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√ √ √ √ √
Installation of Spares (Electric Water heater, Hot/cold water mixer tap, lights & its fittings, bulbs & its fittings, Door Locks, Sockets, Switches, cables, Exhaust fans) Servicing of AC and rectification of Breakdown. Repair of Door Locks if repairable. Repair of Kitchen Cabinet, Washroom doors, other doors if repairable. Repair of WC and Urinals if repairable.
B. EXCLUSION FOR APARTMENTS/VILLAS AND OFFICES × × ×
× × × × × ×
Painting of Common Areas for both internal and external of Apartments, Villas and Offices (can be done with separate invoice from an external contractor) Replacement of Furniture, WC and Urinal with New one. Spares (AC Compressors, Indoor and Outdoor Unit, Bulb and its fixtures, Switches, Electrical Breakers, Lights & its Fixtures, Exhaust Fan, WC and Urinal, Hand Spray (Shataff), Shower) are all excluded. Repairing of Washing Machine, Fridge/Freezer and Gas Stove (can be completed with separate invoice) Installation of New Ceramic tiles. (can be completed with separate invoice) Installation of new AC (can be completed with separate invoice) Drainage Piping Repair for the building (can be completed with separate invoice) Sewage Block (can be completed with separate invoice) Epoxy Painting in Basement
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× ×
Interlock repairs, Ceiling Seepages, Waterproofing of walls & Ceilings Villas Garages & its Doors.
VIII. SPARE PARTS LIST • AC indoor and Outdoor Unit • AC compressors • Bulbs & its fixtures • Tube Lights & its Fixtures • Switches & Breakers. • Electric Water heaters • Exhaust fan • Water tap, Hot and Cold Water mixer • Door Locks • WC and Urinals. • Showers • Hand Spray (Shataff) Note: a. Spare Parts inside the occupied apartments, villas and offices has to be purchased by Tenant b. Repair of refrigerator, Washing machine will be done by separate invoice. c. Installation of Ceramic Tiles, Interlock, Marbles are excluded from this Scope d. Installation of new/additional AC with piping will be done with a separate invoice and to be charged to Tenant (only for the Labour Cost).
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