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Terms and Conditions

Table of Contents

1. Agreement Overview
2. Goals & Objectives 
3. Stakeholders 
4. Periodic Review 
5. Service Agreement 
5.1. Service Scope 
5.2. Customer Requirements 
5.3. Service Provider Requirements 
5.4. Service Assumptions 
6. Service Management 
6.1. Service Availability 
6.2. Service Requests 

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between KRS Education Ltd. and the educational establishment (customer) for the provisioning of student support services required to support and sustain progress and development of students

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all support services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent student support service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for student support service provision between the Service Provider(s) and Customer(s).

The objectives 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.
• Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Support Service Provider(s): KRS Education Ltd. (“Provider”)
Customer(s): educational establishment (“Customer”)

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

The Business Relationship Manager (“Document Owner”) 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 primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Business Relationship Manager: Outlined within Welcome Pack
Review Period: Monthly

5. Service Agreement

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

5.1. Service Scope

The following Services are covered by this Agreement;

o Students Play and Learn
o Varied Multi Sport Delivery
o Weekly updates
o Monthly Progress Reporting

5.2. Customer Requirements

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

• Payment for all support
• Reasonable availability of customer representative(s) when resolving a service related incident or request.

5.3. Service Provider Requirements

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

• Being set up and ready to start at the times agreed
• Provide Equipment and differentiate delivery for the audience

5.4. Service Assumptions

Assumptions related to in-scope services and/or components include:

• Changes to services will be communicated and documented to all stakeholders.

6. Service Management

Effective support is a result of maintaining consistent delivery levels. The following sections provide relevant details on service availability, monitoring of in-scope services.

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

• Agreed Times as per the order form
• Agreed Staff numbers as per the Order form
• 80% plus is the delivery by the same staff for consistency (allowing for illness, emergencies, holidays etc)
• Quality Assurance: Designated staff will be able to attend a support session ensuring quality of delivery is maintained. KRS Education Ltd will notify the school in advance with the appropriate members safeguarding details and image.

6.1. Support Service Requests

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

• Additional Support for Specific Child
• Additional group Work if Requested

Most Cases 7 days’ notice would be needed, KRS Education will endeavour to deliver sooner for the benefit of the student.

 

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