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Service level agreement

What we promise for our services and what we need from you

1.   Service Level Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Provider and Client for the provisioning of legal support services for residential conveyancing and ancillary business support services(“services”).

This Agreement remains valid until superseded by a revised agreement mutually endorsed by both Parties.

This Agreement outlines the parameters of all services covered as they are mutually understood by the Parties. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

 

2.   Goals & Objectives

The purpose of this (SLA) Service Level Agreement is to ensure that the proper elements and commitments are in place to provide consistent Legal Support services and delivery to the Client by the Provider.

The goal of this Agreement is to obtain mutual agreement for the provision of the services between the Provider and Client.

The objectives of this Service Level Agreement are to:

1) Provide clear reference to service ownership, accountability, roles and/or responsibilities.

2) Present a clear, concise and measurable description of service provision to the Client.

3) Match perceptions of expected service provision with actual service support & delivery.
 

3.   Parties

The following Provider and Client will be used as the basis of the Agreement and represent the Parties associated with this SLA:

Tedius (a trading name of T&M Legal Consulting Limited (“Provider”)

 (“Client”)

 

4.   Periodic Review

This (SLA) Service Level Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed as and when needed, after communication with the Client and after services have been conducted. However, in lieu of a review during any period specified, the current Agreement will remain in effect.

The Account Manager is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the Parties and communicated to all affected parties. The Document Owner (which is the Account Manager) will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.

 

Account Manager:

Andrew Boyles

Review Period: 

As and when needed, after communication with the Client and after services have been conducted

 

5.   Service Level Agreement

The following detailed service parameters are the responsibility of the Provider in the ongoing support of this Agreement.

5.1. Service Scope

The following services covered by this Agreement:

  • Remote Residential Locum Cover;

  • Welcome Team Services;

  • Post Completion work;

  • Completion of SDLTs;

  • Reception Cover;

  • Dictation Transcription; 

  • Mortgage Reports;

  • Search Reports;

  • Title Checks;

  • Business Support;

  • Consultancy

  • Any other services agreed between the Parties ( with an arranged fee in advance)

 

5.2. Client Requirements

The Client’s responsibilities and/or requirements in support of this Agreement include:

1.  Payment for all requested and completed services at the agreed interval( within 7 days of receipt of an invoice from the Provider).  If the payment is not received within this timescale, then the Provider is able to refuse to undertake any further services for the Client until such time as all invoices are fully settled. 

2.  Reasonable availability of the Client when working towards resolving a service-related incident or request.

3. All information the Client provides that allows the Provider to conduct the requested services are correct at the time of sending and sent timeously to the Provider by the Client. If any requests are made by the Provider for further information in order that they can carry out the services requested, this will be dealt with promptly by the Client.

4. Any and all deposits, monies or payments be made available or paid via the agreed infrastructure ( regulated and monitored payment services)

5. Access to data, calls, emails, files, client details or other information that is required to conduct the required tasks will be provided in a timely fashion to enable a smooth transfer or action.

6. Any hard copy files that are sent to the Provider are done so at the risk of the Client and should be sent in a secure manner.

 

5.3.  Provider Requirements

The Provider responsibilities and/or requirements in support of this Agreement include:

1.  Meeting response times associated with service-related incidents;

2.  Appropriate notification to the Client for all scheduled maintenance;

3. To return completed work via a secure method;

4. To carry out the requested task in line with the requirements of Taylor Rose MW and the provisions of residential conveyancing services

5. Give true and accurate billing;

6. Complete the work in a timely fashion and guidelines provided by Taylor Rose MW in relation to residential conveyancing.

7. To provide an itemised invoice to the Client on completion of the requested services to allow time for them to review the same and make the necessary payment.

8.. Ensuring that any changes to the provided services will be communicated and documented to the Client clearly and timeously. 

 

6.   Service Management

Effective support is offered by the Provider to maintain consistent service levels. The following sections provide relevant details on service availability, monitoring of provided services and related components.

6.1. Service Availability

Coverage parameters specific to the services covered in this Agreement are as follows:

Telephone support: 

9:00am- 17:00pm Monday to Friday ( Public holidays & Bank Holidays & Christmas Break Excluded)

Email support monitored:

9:00am- 17:00pm Monday to Friday ( Public holidays & Bank Holidays & Christmas Break Excluded)

Other Communications or Meeting formats:

9:00am- 17:00pm Monday to Friday ( Public holidays & Bank Holidays & Christmas Break Excluded)

6.2.  Service Requests

In support of the provisions of the services outlined in this Service Level Agreement, the Provider will respond to service-related incidents and/or requests submitted by the Client within the following time frames:

  • 0-8 hours (during business hours) for issues classified as High priority.

  • Within 48 hours for issues classified as Medium priority.

  • Within 5 working days for issues classified as Low priority.

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

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7. Payment any and all payments will be due within 7 days of the matter being completed. If you dispute the quality of the work any queries must be raised before the due date of the payment. Failure to pay any outstanding invoices will result in legal action being taken to recover any and all monies. 

 

SLA Version 2.0 (2022)

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