Under the auspices of the EAM Customer Utility Board (CUB), DAS Maintenance and a group of customer agency representatives recently completed the development of the new Maintenance Service Level Agreement (SLA). The final SLA document was voted and approved unanimously by the members of the Board during the March 2014 CUB meeting.
The objective of this (SLA) is to ensure both Maintenance staff and customers understand and agree how the services will be performed and the responsibilities and expectations of each party. The SLA describes DAS Maintenance's services, identifies service level performance targets and responsibilities, and documents service management processes agreed upon by DAS and representatives from all four Customer Utility Boards. The SLA is a working document meant to reflect the continuous change in services and operating processes delivered by DAS, and the change in service level expectations agreed upon between DAS Maintenance and customers.