Summary
In short
- A service level agreement record is a record used in KnowContractor that holds the response times, availability and performance standards agreed with a contractor. It is built against ISO 9001 cl.8.4 and forms part of the Contractor Onboarding and Management programme.
- Set at contract and reviewed yearly. Owned by the contract owner.
- The template holds 41 fields across 6 sections.
- Scoring is targets met, where high is good.
- ISO 9001 is quality management systems. The international standard for consistently meeting customer and regulatory requirements. Certifiable.
- It connects to the rest of the library: links Scorecard, Review meeting.
What it is
What it is
What is a service level agreement record?
A service level agreement record is a record used in KnowContractor that holds the response times, availability and performance standards agreed with a contractor. It is built against ISO 9001 cl.8.4 and forms part of the Contractor Onboarding and Management programme.
When is a service level agreement record completed?
A service level agreement record is completed at the moment the event happens, rather than reconstructed afterwards. Set at contract and reviewed yearly.
When to use it
When to use it, and when not to
This record is one step in a larger programme. Using it for work that belongs to a neighbouring template produces records that are hard to report on later.
Use it for
- The event or activity this record covers has occurred, or is about to
- The workspace is being set up, or the register needs an entry added or retired
- You are running the Contractor Onboarding and Management programme and this is one of its steps
- A linked record needs this one to exist: links scorecard, review meeting
Not for
- Contractor Onboarding Checklist, which tracks every step from first contact to first day on site, so nothing is missed under time pressure.
- Emergency Contractor Engagement Record, which records engagement of a contractor outside the normal approval route because of a genuine emergency, with the minimum checks done.
- Contractor Rate and Invoice Verification, which verifies contractor invoices against agreed rates, hours recorded on site and work actually completed.
- Anything outside KnowContractor, which belongs in the workspace that owns that process
Standards
What it is built against
ISO 9001Quality management systems
The international standard for consistently meeting customer and regulatory requirements. Certifiable.
ISOInternational Organization for Standardization
A voluntary international standard. Widely adopted, often required by customers, and certifiable where a management system standard.
FAQ
Frequently asked questions
What is the service level agreement record template based on?+
It is built against ISO 9001 cl.8.4. ISO 9001 is quality management systems. The international standard for consistently meeting customer and regulatory requirements. Certifiable. ISO is international Organization for Standardization. A voluntary international standard. Widely adopted, often required by customers, and certifiable where a management system standard.
What sections does the service level agreement record contain?+
There are 6 sections: header, availability, performance standards, measurement, related records, result. Together they hold 41 fields, 36 of which are required.
How many service level agreement record records should we have?+
This is a singleton. One record per workspace, set up once and maintained, rather than one per event. Other templates refer back to it.
Which programme does the service level agreement record belong to?+
It is part of Contractor Onboarding and Management. Nobody through the gate without evidence, and performance that feeds the next award.
How is a service level agreement record scored?+
Scoring is targets met. High is good. Scores exist to make the form tell you something, not to produce a percentage for its own sake.
Can the service level agreement record template be changed?+
Yes. Every field, option, score and conditional rule is editable, and the links to other templates come with it. Most teams install it as it is, run it for a cycle, then adjust.
The agents
What the agents do with it
The form is the easy part. Keeping it current, routing it to the right owner and holding the evidence together is the work that actually slips.
Holds the service level agreement record library against your registers, routes each record to its owner, and keeps the evidence trail together.
Coordinates the crew, rolls completion and exceptions into one view, and holds every write for your approval before it touches a record.
This template lives in KnowContractor — contractor management. Prequalification, approval, induction, permits and performance.
Sources
Sources
- ISO 9001 — Quality management systems
- ISO — International Organization for Standardization