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It defines key terms and references procurement, proposals, and annexures, establishes interpretation rules, and specifies how the arrangement commences. The agreement also frames performance through service level targets, failure handling, management, logging procedures, responsibilities, and charging/payment terms, supported by compliance, safety, confidentiality, and liability provisions.","SERVICE LEVEL AGREEMENT\nBetween\nThe University of the South Pacific\n(“USP”)\nand\n(“Service Provider”)\nFor\nServicing and Repair of Air Conditioning Units\nTABLE OF CONTENTS\n1.\t\u0013 HYPERLINK \\l \"page3\" \u0014Appointment\u0015\t\u0013 HYPERLINK \\l \"page3\" \u00143\u0015\n2.\t\u0013 HYPERLINK \\l \"page3\" \u0014Interpretation\u0015…………………………………………………………………………………………\u0013 HYPERLINK \\l \"page3\" \u00143\u0015 - 8\n3.\t\u0013 HYPERLINK \\l \"page9\" \u0014Duration…………\u0015\t\u0013 HYPERLINK \\l \"page9\" \u00148\u0015\n\u0013 HYPERLINK \\l \"page9\" \u0014Services…………………………………………………………………………………………...……..\u00159\n5.\t\u0013 HYPERLINK \\l \"page9\" \u0014Services Level Target\u0015...……………………………………………………………………………....9-10\n6.\t\u0013 HYPERLINK \\l \"page13\" \u0014Service Level Failures\u0015………………………………………………………………………………11-12\n7.\t\u0013 HYPERLINK \\l \"page14\" \u0014Service Charges and Payment Terms\u0015……………………………………………………………….12-13\n8.\t\u0013 HYPERLINK \\l \"page16\" \u0014Service Level Management\u0015………………………………………………………………...……….13-14\n9.\t\u0013 HYPERLINK \\l \"page18\" \u0014The Service Provider’s Call Logging Procedure\u0015……………………………...................................15-16\n10.\t\u0013 HYPERLINK \\l \"page20\" \u0014Undertakings by the Service Provider\u0015……………………………………………………..……….16-17\n11.\t\u0013 HYPERLINK \\l \"page22\" \u0014Responsibilities of the Service Provider\u0015…………………………………………………………….18-22\n12.\t\u0013 HYPERLINK \\l \"page27\" \u0014Responsibilities of USP\u0015……………………………………………………………………………..22-23\n13.\t\u0013 HYPERLINK \\l \"page28\" \u0014Personnel\u0015\t23\n14.\t\u0013 HYPERLINK \\l \"page28\" \u0014Changes to the Service Level Agreement\u0015…………………………………………………….……23 - 24\n15.\t\u0013 HYPERLINK \\l \"page29\" \u0014Warranties\u0015…………………………………………………………………………………………..24-25\n16.\t\u0013 HYPERLINK \\l \"page31\" \u0014Health, Safety and Security Procedures and Guidelines\u0015.............................................................…...25-26\n17.\t\u0013 HYPERLINK \\l \"page32\" \u0014Indemnities and Insurance\u0015………………………………………………………………………..…26-27\n18.\t\u0013 HYPERLINK \\l \"page33\" \u0014Limitation of Liability\u0015\t27\n19.\t\u0013 HYPERLINK \\l \"page33\" \u0014Security Vetting of The Service Provider’s Personnel\u0015\t27\n20.\t\u0013 HYPERLINK \\l \"page33\" \u0014Ethical Business Practices\u0015\t\u0013 HYPERLINK \\l \"page33\" \u001428\u0015\n21      \u0013 HYPERLINK \\l \"page34\" \u0014Breach\u0015……………………………………………………………………………………………….28-29\n22.\t\u0013 HYPERLINK \\l \"page36\" \u0014Termination\u0015………………………………………………………………………………………....30-31\n23.\t\u0013 HYPERLINK \\l \"page37\" \u0014Force Majeure\u0015……………………………………………………………………………………....31-32\n24.\t\u0013 HYPERLINK \\l \"page38\" \u0014Step in Rights\u0015……………………………………………………………………………………….32-33\n25.\t\u0013 HYPERLINK \\l \"page39\" \u0014Relationship between the Parties\u0015\t33\n26.\t\u0013 HYPERLINK \\l \"page40\" \u0014Dispute Resolution\u0015\t\u0013 HYPERLINK \\l \"page40\" \u00143\u00154\n27.\t\u0013 HYPERLINK \\l \"page40\" \u0014Non-Exclusivity\u0015\t34\n28.\t\u0013 HYPERLINK \\l \"page41\" \u0014Addresses\u0015\t\u0013 HYPERLINK \\l \"page41\" \u00143\u00155\n29.\t\u0013 HYPERLINK \\l \"page42\" \u0014Confidentiality\u0015\t\u0013 HYPERLINK \\l \"page42\" \u00143\u00156\n30.\t\u0013 HYPERLINK \\l \"page43\" \u0014Miscellaneous\u0015………………………………………………………………………………………36-37\n31.\t\u0013 HYPERLINK \\l \"page44\" \u0014Public Disclosures\u0015…………………………………………………………………………………..37-38\n32.\t\u0013 HYPERLINK \\l \"page44\" \u0014Governing Law and Jurisdiction\u0015\t\u0013 HYPERLINK \\l \"page44\" \u001438\u0015\n33.\t\u0013 HYPERLINK \\l \"page45\" \u0014Costs\u0015\t\u0013 HYPERLINK \\l \"page45\" \u001438\u0015\n1.\tAppointment\nUSP issued a Request For Tender) under number ……../20…. (Hereinafter referred to as the “RFT” and attached hereto as Annexure A) for the Provision of Services and Maintenance of Split (Wall Mount, Ceiling Cassette and Ceiling Suspend) Type Air Conditioning Units. (Defined in this Agreement as “Services”).\nThe Service Provider submitted a proposal (hereinafter referred to as the “Service Provider’s Proposal and Price Template” and attached hereto as Annexure B) to USP and USP has accepted the proposal following USP’s procurement process for such Services.\nUSP therefore appoints the Service Provider on a non-exclusive basis, to provide the Services for the USP’s Provision of Services and Maintenance of Split (Wall Mount, Ceiling Cassette and Ceiling Suspend) Type Air Conditioning Units listed in Annexure C, which appointment the Service Provider accepts subject to the terms and conditions of this Agreement.\nUSP has endorsed the Service Providers proposed personnel submitted details to carry out all duties and respo","cbCaiptNMKFYpCs4","https://ap.wps.com/l/cbCaiptNMKFYpCs4","docx",140053,9,59,"English","en",105,"# Appointment\n## Interpretation\n# Duration\n## Services\n## Services Level Target\n## Service Level Failures\n## Service Charges and Payment Terms\n# Service Level Management\n## The Service Provider’s Call Logging Procedure\n## Undertakings by the Service Provider\n# Responsibilities of the Service Provider\n## Responsibilities of USP\n## Personnel\n## Changes to the Service Level Agreement\n## Warranties\n## Health, Safety and Security Procedures and Guidelines\n# Indemnities and Insurance\n## Limitation of Liability\n## Security Vetting of The Service Provider’s Personnel\n## Ethical Business Practices\n## Breach\n## Termination\n## Force Majeure\n## Step in Rights\n## Relationship between the Parties\n## Dispute Resolution\n## Non-Exclusivity\n## Addresses\n## Confidentiality\n## Miscellaneous\n## Public Disclosures\n## Governing Law and Jurisdiction\n## Costs","[{\"question\":\"What is the purpose of this Service Level Agreement?\",\"answer\":\"It appoints a Service Provider on a non-exclusive basis to provide servicing and repair services for specified air conditioning units for USP, and sets governing terms for performance, responsibilities, and compliance.\"},{\"question\":\"When does the agreement start?\",\"answer\":\"The Commencement Date must be no later than 5 days after the last signature is affixed to the agreement.\"},{\"question\":\"How are service level penalties and failures treated?\",\"answer\":\"The agreement defines an “Amount at Risk” linked to service penalties arising from Service Level Failures, and includes specific sections covering failures and service level target management.\"}]","Servicing and Repair of Air Conditioning Units - 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