Details zur Ausschreibung
Status
Datum der Einreichung
05/08/2019
Antwortdatum
07/08/2019
Sprache
Status
Beantwortet
Detaillierte Angaben zur Frage
Betreff
SLA, Service level points
Frage
The average return on a cleaning contract in the Netherlands is approximately 5%. A 10% penalty for a minor non-conformance (90-94 points) therefore seems relatively high. Are you willing to adjust the penalties as follows: 90-94 points: 2,5% of monthly fixed price for regular cleaning or periodical deep cleanings 70-89 points: 5% of monthly fixed price for regular cleaning or periodical deep cleanings 50-69 points: 10% of monthly fixed price for regular cleaning or periodical deep cleanings > 50 points: 25% of monthly fixed price for regular cleaning or periodical deep cleanings. If you cannot agree to this suggestion, to which percentages would you be willing to reduce the penalties?
Antwort
07/08/2019
The Agency is unable to negotiate the terms of the SLA.