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: _______________________________________________________