Consumer SLA.

By normhaga ·
I have a customer who runs an SMB repairing computers. He has had a rash of people who have made claims about the same computer not being returned, work not being authorized, RAM and hard disks reduced in size, the typical consumer hustles. He has asked me to draw up a service agreement to minimize this and any liability.

Can anyone see any problems with the following SLA? A release will also be drawn up that the customer will have to sign that will basically state that they examined the unit prior to paying for the work and that they were satisfied.

Body of SLA:
Customer Name: ___________________________________________
Customer Address: _________________________________________
Customer Telephone: _______________________________________
Computer Description: ______________________________________
Computer Serial No: ________________________________________
Size of Hard Disk: ____________ Amount of RAM: ______________

Customer description of problem: ____________________________________________
Technicians analysis of Problem: ____________________________________________
Estimated cost of repair: $__________.________

I authorize Super Computers to perform the work necessary to repair the above described unit. I understand that Super Computers will make every attempt to stay within the estimated cost of repair, but that some repairs may exceed the quote and that if the cost exceeds the quote by ten percent or more that Super Computers will contact me prior to beginning repairs for verbal authorization. I understand that upon notification of the completion of repairs I have thirty (30) days to pick the unit up unless other arrangements are made. If I fail to pick up the unit within thirty (30) days, I understand the unit becomes the property of Super Computers. I understand that computer software is highly configurable and that Super Computers can not warrantee software installations but that Super Computers will attempt to repair customer misconfigured software if notified within seven (7) days after pickup. I understand that payment is due in full at the time the unit is picked up unless other arrangements are made in writing. If I pay by check and the check does not clear the bank, I understand that a fifty ($50) dollar collection fee will be imposed and that any warrantee will not be honored and will be tolled until the costs are paid in full.

Common Work
 _Operating System re-install  _Virus/Malware removal
 _Increase/Upgrade RAM _Replace Hard Disk
 _Optimize Computer Operating System  _Install Anti Virus Software
 _Software  Diagnostics
 _Other (describe):____________________________________________________

Customer Approval and Authorization

Signature: _______________________________________________________

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All Answers

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Getting a Lawyer is a basic cost of business

by drowningnotwaving In reply to Consumer SLA.

Hi Normhaga,

Whilst they (very appropriately) are the target of our worst jokes, there are times when the legal fraternity actually earn their keep.

Writing simple agreements for someone in business is (in my humble experience) a very good use of money when it comes to using lawyers.

A local IT-experienced lawyer (and there are heaps and heaps of them in every major city) should be able to provide an appropriate, short, english-language boiler-plate contract for around $1k to $2k. This should take into account reasonable local, state and federal legislation.

A phone call to your local Computerworld office for a few names of local law firms w, and then a few phone calls more should sort out your friend.

Using helpful, caring and well-minded amateurs to help you to paint your new office is a good way to keep your own cash in your own bank without endangering your own future too much!! There are times when using a professional is simply a prudent investment, and I'd suggest that setting up solid client contracts at the commencement of your business is one of them.

IMHO of course!! :)

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But of course.

by normhaga In reply to Getting a Lawyer is a bas ...

But before seeing your esquire you need to know what you wish to say and do, else you may be hustled by your attorney.

I have enough paralegal training to make the basic draft and then see an attorney.

I just need to know more of what I am missing and what others think should be covered.

I have been working three months to change this business from a street hustle to a class business and I mostly have the owner now convinced. Just have to work out the details and this is one of them. Others are basic direct advertising, and business ethics.

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by Bizzo In reply to Consumer SLA.

You may want to take this a little further if his customers are trying to hustle him.

Number of harddisks and sizes (may be more than one)?
CD/DVD drives? Number, type, speed, etc?

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by szeiger In reply to Consumer SLA.

I use: "not responsible for any data loss" and "customer understands that some or all programs may have to be reinstalled after the repair."

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