Service Level Agreement

NEW DEEP WELL ELECTRICAL WORKS

2019

The contents of this document shall not be used for purposes other than that for which it has been supplied, and shall not be reproduced, either wholly
or in part, in any way whatsoever. It shall not be used by, or its contents divulged to, any other person whatsoever without the prior written permission
from Manila Water Company, Incorporated.
 Framework Agreement for Electrical Service Entrance of New
Description of service
Deep Wells

Provision of power from Meralco by construction of service

Scope of service entrance (SE) and the wiring connection up to the deep well’s
motor control center (MCC) as per the TOR

Identified new deep wells (DW) that passed pump test.

Potential areas and the possible number of DW are as follows,
this may change depending on the results of pump test.

Area Potential New DW

Marikina 24

Makati /
Service targets 2
Mandaluyong

Pasig 2

QC 15

Rizal 9

Taguig / Pateros 8

Non-Conformance Criteria See Schedule 1

Support Availability 24/7

This shall be limited to minor participation such as standby by

Disaster Recovery
personnel after disaster and assistance in the affected sites

All incidents and requests are to be directed to the following:

1. Construction Manager
Support procedure
2. Energy Manager
3. Operations Control Center (OCC)

Support Contacts
Telephone / Contact Numbers:
▪ Aldren Bigay – Energy Manager
Contact No: 0917- 5333601
▪ Ian Torres – Energy Manager
Contact No: 0917-1652699

▪ Contracts Manager
Contact Number:

Terms of Reference
New Deep Well Electrical Works
Service Level Agreement
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 • Manila Water shall support the contractor in coordinating
with Meralco as to endorsement, generation of needed
documents, etc.
• It is understood that Manila Water shall supply the
Customer’s Responsibility documents such as proof of ownership or in its absence,
the real property tax or the Memorandum of agreement
or understanding with the lot owner that may be used in
the application to Meralco or with the LGU.

Original or receiving copy if original is submitted to Meralco or

the LGU
• Permits
• Electrical Permit and CFEI
Reports and Submittals • Charge Letters from Meralco
• Signed and Sealed electrical plans and its supporting
documents.
• Pictures of completed service entrance
• As-built / Standard Drawings

▪ Deliver works as committed

▪ Wear proper uniform, ID, and PPE at all times while on duty;
▪ Operate in a quick and efficient manner, without posing
obstructions, and without presenting any unreasonable
inconvenience to MWC operations, customers and
surrounding areas where they would conduct their
operations;
▪ Implement safety program in all undertakings consistent
with MWC’s health and safety program.
Service Performance ▪ Respond and accomplish all job requests according to
agreed standard levels;
▪ Ensure communicability always
▪ Abide by all existing Philippine laws and ordinances always.
(i.e. traffic laws and ordinances; LTO safety standards on
road worthiness; DOH Code of Sanitation of the Philippines
(P.D.865); DOLE
▪ All vehicles and equipment shall be clean, well maintained,
and free from obscene images and unofficial messages /
display material at all times.

▪ Service provider representative

▪ Construction Manager (assigned on the deep well)
Report distribution
▪ Energy Manager (assigned on the deep well)

Service Fees As per agreed rates

Terms of Reference
New Deep Well Electrical Works
Service Level Agreement
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 ▪ Billing submissions and the attachments per milestone shall
be as follows:

Milestone Progress Attachment

1 Mobilization 20% Service report

Receiving copy of Meralco

Meralco 20% application
2 Application Receiving copy of Electrical plan

Completion of Report containing

Service 30%
3 Entrance pictures of service entrance

Submission of
CFEI to 20%
4 Meralco Receiving copy of Meralco
Billing
Meralco
10%
5 Energization Certificate of completion

▪ The following attachments must be submitted to the

assigned Construction Manager including:
o Job ticket provided
o Warranty Certificate
o Summary of billing
o Job Order
o Xerox copy of Invoice
o Copy of DR (if any)

▪ The following attachments must be submitted to Accounting

Department stapled in a folder:
o Original Invoice
o JO
o DR
Required Number of One (1) team per Deep Well, minimum of 3 persons per team
Teams including Driver, Safety Officer and Team Leader.

Agreement Timeframe Contract Agreement Duration – 2 Years

Terms of Reference
New Deep Well Electrical Works
Service Level Agreement
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SCHEDULE 1

NON-CONFORMANCE CRITERIA

Second
Violation of Service First Offense Third Offense
Offense

Disqualification
1. Failure of SERVICE Monetary
from engagement
PROVIDER to implement Written Warning Penalty; 3% of
Performance Level in subsequent
Contract Price
Agreement service contracts

2. Frequent service
interruption or customer
Contract
service inconvenience Written Warning
due to negligence or Termination
failure to provide due
diligence
Disqualification
Monetary
from engagement
3. Failure to implement SLA Written Warning Penalty; 3% of
within agreed timeline in subsequent
Contract Price
service contracts

Disqualification
Monetary
from engagement
Written Warning Penalty; 3% of
4. Late Response in subsequent
Contract Price
service contracts

Disqualification
Monetary
5. Failure to repair from engagement
Written Warning Penalty; 3% of
equipment according to in subsequent
standard Contract Price
service contracts

Disqualification
6. Failure to comply with Monetary
from engagement
Safety, Security and Written Warning Penalty; 3% of
Operational Standards of in subsequent
Contract Price
MANILA WATER service contracts

Terms of Reference
New Deep Well Electrical Works
Service Level Agreement
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 Disqualification
Monetary
7. Failure to submit the from engagement
Written Warning Penalty; 3% of
required report/billings on in subsequent
time Contract Price
service contracts

8. Failure to respond at any Disqualification

incident or emergency Monetary
from engagement
situations (MWC will Written Warning Penalty; 3% of
have the privilege to in subsequent
Contract Price
engage to another service contracts
contractor)

Terms of Reference
New Deep Well Electrical Works
Service Level Agreement
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