The Importance of a Service Level Agreement
A good ‘Service Level Agreement’ (SLA) will ensure that the O&M contractor is held accountable for the performance of an installation. If a site has been built correctly, is regularly serviced and is checked continuously then it should never under-perform.
Below are the cornerstones of our SLA
Guaranteed response times
We negotiated this time with each client. Usually, the larger the investment the quicker you want an engineer on-site fixing any issues with an installation. IDDEA guarantee response times from 4 hours to 24 hours.
Levels of monitoring
Again, this is size dependant. For the field mounted solar parks or large roof mounted installations we will monitor the generation during ALL hours of sunlight against actual real-time sunlight. This allows us to see if the system is under-performing. This updates every 5 minutes, so in the case of complete shut-down, we will know and be able to get the park back up and running within a very short period.
For commercial size roof mounted systems we will monitor the daily generation to ensure that the system did not fail during the previous day.
Component replacement fees
We buy replacement components for installations outside of warranty at a very competitive rate. We guarantee that the prices we charge our contracted O&M customers is at cost price +10%. Normal component prices are cost price +20%.
For field mounted installations under the ‘All Risk’ policy, there are no component replacement costs, even if equipment is outside of warranty. Find out more about our All Risk O&M policy here.
Preferential labour rates
Contracted O&M customers enjoy preferential labour rates compared to no-contracted call-outs.
The ‘All Risk’ O&M contract will include ALL labour, no matter how often we are at the site.
IDDEA will keep a stock of quickly replaceable items for the field mounted installations which could cause down-time.