Customer Service Level Agreement Review

• Document No.

• Client / Site

• Location
  Address

• Conducted on

  Date

• Prepared by

• Personnel

Maintenance Planning.

• A formal maintenance planning system is in use that must be agreed and followed by both parties?<br>

  Yes

  No

  N/A

Vehicle Inspection Frequency.

• All to be inspected within the required time scales as per the schedule?

  Yes

  No

  N/A

Inspection Standards.

• Safety Inspections to current manufacturer's standards?

  Yes

  No

  N/A

Lubrication and Servicing Standards.

• Maintenance and Lubrication standards acceptable?

  Yes

  No

  N/A

Quality of Inspection and Repairs.

• No repeat visits to workshop due to rectification of faulty workmanship or poor quality scheduled maintenance?

  Yes

  No

  N/A

Inspection and Service Reports.

• All completed in full, signed by responsible person and sent out on time to the correct departments?

  Yes

  No

  N/A

Parts Availability.

• Parts to be readily available and no vehicles downtime due to lack of standard parts?

  Yes

  No

  N/A

Scheduled Maintenance V.O.R time.

• Scheduled maintenance and repairs will be carried out outside normal working hours or as agreed with local management?

  Yes

  No

  N/A

DTP Mot Pass Rate

• 100% first time pass rate?

  Yes

  No

  N/A

PG9 Prohibitions.

• All are recorded, reported and investigated? (Record number of prohibitions in past year).

  Yes

  No

  N/A

Roadside Breakdown Attendance.

• Attendance within one hour maximum from notification to main agent. Preliminary diagnosis will not exceed 15mins.

  Yes

  No

  N/A

Defect reporting procedures.

• All unscheduled repairs to be supported by a defect note?

  Yes

  No

  N/A

Volvo vehicle movements and transfers including rental vehicles.

• 100% of all vehicle movements to be briefed.

  Yes

  No

  N/A

Period maintenance cost analysis.

• Period analysis of out of contract costs showing all details to be submitted to transport admin at the end of every week.

  Yes

  No

  N/A

Repair authorisation.

• Above £250 to be authorised by management.

  Yes

  No

  N/A

Invoice Payments.

• All invoices passed for payment and paid on time.

  Yes

  No

  N/A

Invoice Queries.

• All invoice queries to be resolved within 1 week of issue.

  Yes

  No

  N/A

Tyre Policy.

• Is the company tyre policy being complied with?

  Yes

  No

  N/A

A.O.B

• Any other business.

  Yes

  No

  N/A

Additional Comments.

• undefined

Next agreed review date?

• Select date

  Date

• Name of representative of customer?

  Sign

• Signature of manager completing report.

  Sign