Our service obligation after warranty commits CareTech and all its Certified Dealers to offer a service level agreement (SLA) is designed to assist the Healthcare Industry (Aged Care providers and hospitals alike) to better maintain a facility’s costs and capital equipment maintenance.
System Check Performed
System check – Nurse Call / DECT system /Duress System(depending on facility’s requirements and what is included in the contract)
Typically:
a full system check is performed upon signing of the contract
(within 30 days)- Annual System Audit testing every device for system response times
- Ongoing training of staff is available for the duration of the contract
Contract – General Terms and Conditions
Min 1 year term – Max 2 year term
The advantage of signing a 2 year term is that the pricing is held for the term
The agreement can be re-priced on an as-needs-basis to accommodate an expansion of the system
Change of ownership – If the client company changes ownership, the agreement must be transferred to the new owner
Agreement is mutually exclusive – whereby CareTech are the only service provider maintenance agreement contractor for the specified products and service
The facility is charged quarterly in advance
30 day notice of intention to end contract at contract end – or automatic rollover can occur subject to pricing review
Value Add of SLA
- The availability of quarterly training on equipment (1 hour) if required - intended to train new staff and/or refresh existing staff to minimise any operation issues
- Loan stock may be supplied where available, free of charge
- 24/7 Telephone support service with no fee
(For equipment covered by the SLA - limit of 10 call out fees per facility per year – onsite hourly rate above the beyond the 1st hour still applies) - Annual check of system battery back-up & changeover of unit at battery parts only if required
Benefits of SLA
Budget Planning Creates a better cash flow environment for the facilities by forward budgetary planning. Annual spend on service, incidents and callout costs may be reduced through preventative actions.
Accreditation can be assisted via the proactive process that contributes to the Quality Assurance processes and documentation within the facility.
OH&S Compliance may also benefit through the proactive checks and proactive actions that arise.
Future Planning on capital works and upgrades is potentially enhanced
A Full Written Report on the system checked is provided after every check
Ongoing Training - assists in increasing productivity, better use of the equipment (for OHS purposes) and potentially reduced costs, risks and incidents.
Reduced down time - resulting in lower costs associated with down time and reduced risk of liability
Proactive system check - not only provides obvious benefits to the facility but also peace of mind to residents’ and their families.
