Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the buyer and Sanitation Maintenance Services provider. 

The purpose of this agreement is to facilitate implementation of Sanitation Measures at the buyer’s premises. The service provider would provide the required equipment and personnel for the mentioned shifts as per the requirements of the buyer.

This Agreement outlines the scope of work, stakeholder’s obligation and general terms and conditions of all services covered as they are mutually understood by the stakeholders.

The Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. 

1. Stakeholders

The four main stakeholders associated with this SLA are:

1. Service Provider(s)
2. Buyer
3. Paying Authority
4. Statutory/Compliance Authority

The responsibilities and obligations of the stakeholders have been outlined in this document. The document also encompasses payment terms and penalties in case of non-adherence to the defined terms and conditions. It is assumed that all stakeholders would have read and understood the same before signing the SLA.

2.Objective and Goals

The objective of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent delivery of service to buyer by service provider.

The goals of this Agreement are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities
• Present a clear, concise and measurable description of service provision to the customer
• Establish Terms and Conditions for all the involved stakeholders
• To ensure that both the parties understand the consequences in case of termination of services due to any of the stated reasons

The agreement can also be modified on the mutual agreement of all the involved stakeholders

Thus, the agreement will act as a reference document that both the parties have understood the aforementioned terms and conditions and have agreed to comply by the same.

1. Service Agreement

3.Service Scope

Sanitation services are required to maintain cleanliness of at least but not limited to all Cabins, Conference rooms, library, bathrooms, toilets, wash basins, corridors, staircase, working tables, chairs, telephones, computers office cubicles, photocopier machines, fax machine, printers, window panes and periodic cleaning of ceilings to remove cobwebs etc.

The service requires the Service Provider to provide manpower for the Buyer Department to maintain cleanliness and hygiene of the mentioned area. The services would include cleaning in the form of:

1. Sweep Cleaning
2. Scrubbing
3. Dusting & Wiping with Disinfectant
4. Vacuum Cleaning
5. Damp & Dry Cleaning
6. Glass Surface Cleaning
7. Trash Removal
8. Sanitising Floor and Office

The cleanliness operation shall be completed once in the morning before opening of the office and thereafter as per the frequency mentioned by the Buyer Department.

All the Items mentioned in Service scope below and are mentioned in the Buyer’s Obligations Appendix are tobe provided or paid for by the Buyer.

A detailed scope has been defined under each area as follows:

3.1.1. Entrance Lobbies/ Reception

• Wiping of the glass doors on all the entrances.
• Cleaning the entire common area at a convenient time without hindering the occupants’ movement which includes Sweeping, Mopping, Scrubbing, buffing etc.
• Periodical wiping of the entire side walls – Marble / Granite / Tiles/ Wooden Panels.
• Periodical dusting or vacuuming and wiping of all fixtures and furniture in all the entrance lobbies
• Keep the signage clean and visually clear.
• Sweeping and smooth brushing of the lift floors – removal of all dirt etc. throughout the day.
• Dusting and Wiping of all the lift doors.
• Collection of all waste material and its disposal as per instructions of the Buyer Department.
• Cleaning of rugs and carpets on floors with vacuum cleaner
• Cleaning of water cooler tanks and space underneath water coolers.
• Dusting and cleaning of fans, electrical fittings, windows, panes with glass cleaning chemicals/agents and cleaning of partitions, paneling etc.
• Cleaning of wall, ceiling for dust, cobwebs etc.

3.1.2. Washrooms

• Sweeping and mopping of the floor and keeping the floor without stains throughout the day.
• Mopping of all glazed tiles and keeping them clean.
• Washing and mopping of floor areas with detergents.
• Acid cleaning of sanitary wares without damaging their shine/lustre.
• Washing of all the urinals, closets and washbasins with mild soap solution / cleaning solutions.
• Ensuring clean and visually clear mirror throughout the day by periodic cleaning using glass cleaner.
• Replace toiletries such as fresheners, naphthalene balls, hand soap, tissue papers etc. as and when required.
• Clean all toilet fixtures and fittings.
• Clearing of the dustbins in the toilets periodically.
• Cleaning of walls, ceiling for dust, cobwebs etc.

3.1.3. Staircase and Fire staircase

• Sweeping of all the staircases and common landings.
• Removal of dust etc. from the skirting top.
• Ensuring signage are clean and visually clear.
• Cleaning of all the fire escape doors.
• Cleaning of all the ceilings and walls for dust, cobwebs, etc.
• Thoroughly wipe all door handles, latches, tower bolts, etc.

3.1.4. Common Areas

• Sweeping and mopping of all the common area floors including Terrace.
• Ensuring all signboards are clean and visually clear.
• Keeping the lift car clean inside & outside.
• Ensuring that all the signboards in the common areas are clean at all times throughout the day.
• Ensuring that the walls and ceilings for dust, cobweb etc.
• Cleaning of rugs and carpets on floors with vacuum cleaner
• Cleaning of water cooler tanks and space underneath water coolers.
• Dusting and cleaning of fans, electrical fittings, windows, panes with glass cleaning chemicals/agents and cleaning of partitions, paneling etc.

3.1.5. Basement and all service rooms

• Removal of grease and dirt stains from the surfaces.
• Cleaning of machine rooms and other sensitive areas floors, walls and ceilings (in the presence of the operators in these areas). The machinery itself will not be touched by the cleaning staff since the operators will clean their own equipment cleaning of ceilings and walls so that cobwebs, stains etc. are taken care of.
• Cleaning of the car parking area.
• Cleaning of Sub-Station, HVAC Plant Room, Pump Room, AHU Rooms, Ventilation Rooms and Other Service Rooms without affecting the Operation of the Equipment.

3.1.6. Surroundings

• Removal of all litter, mud, dust, etc within the periphery of the building as and when felt necessary during the day.
• Taking necessary precautions to maintain the entrance to the building clean

3.1.7. Exterior of Building

• Clean the glass and other structures inside and outside with a suitable approved glass cleaner leaving no streaks behind.
• Clean the metal frame – dust as well as use a mild wet mop so that no stains remain on its surface.
• Extra care shall be taken of the joints between the glass and the frame so that no dust settles there.
• Thorough cleaning and buffing so that surfaces are clean and visually clear.
• Keeping the terrace clean of all litter.
• Keeping all external signage clean.
• Cleaning of external wall & Surroundings

3.1.8. Conference Rooms/Staff Halls/Cabins

• Sweeping and mopping of all the area floors including Terrace.
• Ensuring that all the glass doors are stain free and shining throughout the day by using standard make cleaning solutions.
• Periodical wiping of the entire side walls , ceiling for dust, cobwebs etc– Marble / Granite / Tiles.
• Periodical dusting and wiping of all fixtures and furniture.
• Regular dusting/cleaning of office furniture (table and chairs) and equipment’s, telephones, book cases, filing cabinets, almirah, doors, windows, etc. before opening of the office. High quality chemicals & sturdy vacuum cleaner to be used for the purpose.
• Ensuring that all the signboards are visually clear.
• Cleaning of water cooler tanks and space underneath water coolers.
• Dusting and cleaning of fans, electrical fittings, windows, panes with glass cleaning chemicals/agents and cleaning of partitions, paneling etc.

3.1.9. Pantry/Cafeteria

• Cleaning of water cooler tanks and space underneath water coolers.
• Check & clean water dispenser & vending machines.
• Cleaning of refrigerators, tea/coffee vending machines, in the pantry.
• Cleaning of cobwebs, wax polishing of walls, floor areas etc.
• Maintain hygiene in the pantry all times.

3.2. Terms and Conditions

3.2.1. Buyer’s Obligations

1. This Buyer Department shall provide a small room/space for supervisor & storage of materials etc. to the Service Provider free of cost during the period of contract. No name of agency shall be allowed on the room and nobody will be allowed to stay in the office unnecessarily after office hours without permission.
2. The Buyer Department shall provide sufficient running water or stored water for cleaning purposes.
3. The Buyer Department may provide all the consumables mentioned in the Appendix at their own cost. If the consumable items are provided by the Service Provider the same would be charged to the Buyer Department as per the MRP of the item or as agreed between the buyer and the service provider. This charge would be over and above the Service cost as per the service order.

3.2.2. Service Provider’s Obligations

1. The Service Provider would submit a daily monitoring report as given in the Appendix to the Buyer Department.
2. A weekly log of the services rendered will be maintained and presented to the Buyer Department
3. The Service Provider would provide the necessary equipment required for the service. The list is mentioned below and will be brought by Service Provider at his own cost.

3.2.3. Special Terms and Conditions

1. The Contract Period denotes period for which cleaning service is required. One month is equivalent to 30 cleaning days and one year is equivalent to 365 cleaning days. Buyer shall make payment on prorate basis for number of days cleaning is performed.
2. Suggested: Cleaning and maintenance staff should be present from 7 A.M. to 4 P.M.Cleaning should be completed in office cited premises prior to opening of office hours i.e.9.00 AM so that work in office does not get interrupted in the middle for cleaning purpose.
3. The cleanliness operation shall be completed once in the morning before opening of the office in all the areas as per the contract and thereafter every 2 hours, with a minimum of 4 times a day in the washrooms, lifts, lobbies, conference rooms and reception area, irrespective of service specification ‘Frequency of Cleaning Per Day’ mentioned in the contract.
4. The agency shall maintain sufficient stock of all items required for cleaning of the premise.
5. The Buyer Department shall have the right to inspect the cleaning site at any time and also to issue such orders and direction to the organisation as may be considered necessary. The organisation shall ensure that such orders are compiled forthwith.
6. The Service Provider shall deploy a person to supervise the cleaning and maintenance services, who will report to the concerned Buyer Department on a daily basis.
7. The Service Provider shall ensure all consumables are within the expiry

3.3. Penalty and Termination

• Appendices
• Appendix: Eligibility Criterion for Service Provider