The organization should have appropriate maintenance agreements/contracts in place. Where the maintenance services are performed internally, a maintenance agreement, in the form of an SLA, should be established to ensure accountability of the service supplying party. SLA requirements are described in section 10 Service Leve. The maintenance agreement/contract should cover at a minimum the following:
- Legal entity name(s), registration identifier(s), registered address.
- Start and end date.
- Clear description of the terms used (e.g. fix time, response time).
- Equipment under scope (e.g. make, model, serial number, etc.).
- Clear description of the services to be provided, including reference to the appropriate policies, procedures and work instructions.
- Minimum qualifications and experience of personnel allocated to the service provisioning.
- Dispute resolution and penalty for non-performance and/or breach of terms and conditions.
- Commercial terms.
- Names and signatures by authorized officers.
The organization should have controls in place to ensure that service commitments agreed to in the maintenance agreement are properly executed (e.g. comparison of service report with equipment checks committed to in the agreement).
Where the agreement/contract does not cover 24x7 for telephone and/or onsite support, the organization should agree on the out of contract charges.
Where the agreement/contract does not cover spare parts, the organization should agree on a spare part list with pricing. Maximum allowable lead times should be defined.
