{"product_id":"serviceavtal-underhallsavtal-2026-2027-sla-underhallsplan-prisbilaga-guide-word-pdf","title":"Service Agreement \u0026 Maintenance Agreement 2026\/2027 – SLA, Maintenance Plan, Price Appendix \u0026 Guide Word\/PDF","description":"\n\u003ch2\u003eService \u0026amp; Maintenance Agreement 2026\/2027 – complete B2B template package\u003c\/h2\u003e\n\u003cp\u003eThis is a comprehensive agreement and operations package for companies that buy or sell \u003cstrong\u003eongoing service, preventive maintenance, troubleshooting, on-call services, technical support, or spare parts services\u003c\/strong\u003e. The package is built to handle the entire relationship – from the scope of the agreement and service levels to price, spare parts, fault reporting, documentation, liability, and termination.\u003c\/p\u003e\n\n\u003cp\u003eThe template package was legally reviewed on \u003cstrong\u003eOctober 5, 2026\u003c\/strong\u003e, against the Swedish contractual framework, including the Contracts Act, the Interest Act, the Limitation Act, and – for separate purchases of spare parts\/goods – the Sale of Goods Act.\u003c\/p\u003e\n\n\u003cp\u003e\u003cstrong\u003eDelivery:\u003c\/strong\u003e 6 documents in both Word (DOCX) and PDF – a total of \u003cstrong\u003e12 files and 16 A4 pages per format series\u003c\/strong\u003e.\u003c\/p\u003e\n\n\u003ch3\u003eWhat is included\u003c\/h3\u003e\n\u003cul\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eService \u0026amp; Maintenance Agreement B2B\u003c\/strong\u003e – 4 pages.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eSLA – service levels \u0026amp; fault classification\u003c\/strong\u003e – 2 pages.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eMaintenance plan \u0026amp; service intervals\u003c\/strong\u003e – 2 pages.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003ePrice, spare parts \u0026amp; additional work\u003c\/strong\u003e – 2 pages.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eFault reporting, service reports \u0026amp; deviations\u003c\/strong\u003e – 2 pages.\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eDetailed user guide\u003c\/strong\u003e – 4 pages.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch3\u003eWhich companies is this agreement suitable for?\u003c\/h3\u003e\n\u003cp\u003eThe template package can be used for many types of B2B service, for example:\u003c\/p\u003e\n\u003cul\u003e\n\n\u003cli\u003emachinery and production service,\u003c\/li\u003e\n\n\u003cli\u003etechnical equipment and installations,\u003c\/li\u003e\n\n\u003cli\u003eIT\/OT equipment where operational service levels need to be regulated,\u003c\/li\u003e\n\n\u003cli\u003eworkshop and service equipment,\u003c\/li\u003e\n\n\u003cli\u003eproperty-related technical systems,\u003c\/li\u003e\n\n\u003cli\u003ecompany vehicles and special equipment,\u003c\/li\u003e\n\n\u003cli\u003eother ongoing service with preventive and corrective maintenance.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch3\u003eWhy is a detailed service agreement needed?\u003c\/h3\u003e\n\u003cp\u003eFor pure service and maintenance services between companies, there is no comprehensive Swedish law that automatically regulates every practical issue. Therefore, the agreement is central to determining, for example:\u003c\/p\u003e\n\u003cul\u003e\n\n\u003cli\u003ewhat is actually included,\u003c\/li\u003e\n\n\u003cli\u003ewhich objects or facilities are covered,\u003c\/li\u003e\n\n\u003cli\u003eservice intervals,\u003c\/li\u003e\n\n\u003cli\u003eresponse times and arrival times,\u003c\/li\u003e\n\n\u003cli\u003eon-call services and service windows,\u003c\/li\u003e\n\n\u003cli\u003espare parts and consumables,\u003c\/li\u003e\n\n\u003cli\u003eadditional work,\u003c\/li\u003e\n\n\u003cli\u003eprice adjustments,\u003c\/li\u003e\n\n\u003cli\u003elimitation of liability,\u003c\/li\u003e\n\n\u003cli\u003edocumentation,\u003c\/li\u003e\n\n\u003cli\u003etermination and exit.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch3\u003eClear distinction between service, maintenance, and troubleshooting\u003c\/h3\u003e\n\u003cp\u003eThe main agreement separates ongoing service from preventive maintenance and reactive troubleshooting. This makes it possible to specify exactly what is covered by the fixed fee and what is to be charged separately.\u003c\/p\u003e\n\n\u003ch3\u003eSLA – measurable service levels\u003c\/h3\u003e\n\u003cp\u003eThe SLA annex contains four priority levels and separate fields for:\u003c\/p\u003e\n\u003cul\u003e\n\n\u003cli\u003eacknowledgment time,\u003c\/li\u003e\n\n\u003cli\u003eresponse time,\u003c\/li\u003e\n\n\u003cli\u003earrival or action start time,\u003c\/li\u003e\n\n\u003cli\u003erestoration targets,\u003c\/li\u003e\n\n\u003cli\u003eservice windows,\u003c\/li\u003e\n\n\u003cli\u003eon-call duty,\u003c\/li\u003e\n\n\u003cli\u003eescalation,\u003c\/li\u003e\n\n\u003cli\u003ereporting,\u003c\/li\u003e\n\n\u003cli\u003eoptional service credits or liquidated damages.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003cp\u003eThe package makes a clear distinction between \u003cstrong\u003eresponse time\u003c\/strong\u003e and \u003cstrong\u003erestoration time\u003c\/strong\u003e. A response to a fault report is not the same as the fault being rectified, and a realistic SLA should therefore regulate both.\u003c\/p\u003e\n\n\u003ch3\u003eFault classification P1–P4\u003c\/h3\u003e\n\u003cp\u003eThe ready-made structure includes:\u003c\/p\u003e\n\u003cul\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eP1 Critical\u003c\/strong\u003e – total stoppage or safety-critical impact,\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eP2 High\u003c\/strong\u003e – significantly impaired function,\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eP3 Normal\u003c\/strong\u003e – limited impact or functioning workaround,\u003c\/li\u003e\n\n\u003cli\u003e\n\n\u003cstrong\u003eP4 Low\u003c\/strong\u003e – question, cosmetic error, or planned improvement.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch3\u003eClock-stop when the supplier is waiting for the customer\u003c\/h3\u003e\n\u003cp\u003eThe SLA contains a clear model for when the SLA clock is paused, for example, when the supplier is waiting for necessary access, information, security clearance, or customer decisions. This reduces disputes regarding whether a service time has actually been exceeded.\u003c\/p\u003e\n\n\u003ch3\u003eMaintenance plan and service intervals\u003c\/h3\u003e\n\u003cp\u003eThe separate maintenance plan helps the parties to document:\u003c\/p\u003e\n\u003cul\u003e\n\n\u003cli\u003eobject register and criticality,\u003c\/li\u003e\n\n\u003cli\u003etime-based, operating-time-based, or condition-based maintenance,\u003c\/li\u003e\n\n\u003cli\u003eservice intervals,\u003c\/li\u003e\n\n\u003cli\u003edowntime,\u003c\/li\u003e\n\n\u003cli\u003eresponsible performer,\u003c\/li\u003e\n\n\u003cli\u003emeasured values and deviations,\u003c\/li\u003e\n\n\u003cli\u003ecritical spare parts and lead times.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch3\u003ePrice annex – fixed price, hourly rate, and spare parts\u003c\/h3\u003e\n\u003cp\u003eThe price annex contains fields for fixed service fees, on-call preparedness, remote support, various hourly rates, travel, accommodation, freight, and spare parts.\u003c\/p\u003e\n\n\u003cp\u003eSpare parts can, for example, be priced via:\u003c\/p\u003e\n\u003cul\u003e\n\n\u003cli\u003efixed price list,\u003c\/li\u003e\n\n\u003cli\u003epurchase price plus agreed markup,\u003c\/li\u003e\n\n\u003cli\u003elist price with agreed discount.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch3\u003eAdditional work and change orders\u003c\/h3\u003e\n\u003cp\u003eA common source of conflict is when technicians perform work that the customer later considers to have been outside the order. The package therefore includes:\u003c\/p\u003e\n\u003cul\u003e\n\n\u003cli\u003eauthorized orderer,\u003c\/li\u003e\n\n\u003cli\u003eurgent cost limit for damage-mitigating work,\u003c\/li\u003e\n\n\u003cli\u003ethreshold level where a written change order is required,\u003c\/li\u003e\n\n\u003cli\u003evalidity period of the quote.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch3\u003ePrice adjustment\u003c\/h3\u003e\n\u003cp\u003eFor longer agreements, price adjustments can be linked to, for example, CPI, Labour Cost Index, or another agreed-upon index. The template contains fields for base month, adjustment frequency, first adjustment, and handling of negative index development.\u003c\/p\u003e\n\n\u003ch3\u003ePayment terms and default interest\u003c\/h3\u003e\n\u003cp\u003eThe Interest Act contains special rules for payments between traders. According to the main rule of the act, a claim for goods or services falls due no later than 30 days after a payment demand, although a longer period can be agreed upon between companies when the creditor explicitly approves this.\u003c\/p\u003e\n\n\u003cp\u003eDefault interest according to the Interest Act's standard rule is the reference rate plus eight percentage points when the provision is applicable. The agreement therefore has a clear payment and default section.\u003c\/p\u003e\n\n\u003ch3\u003eSpare parts and the Sale of Goods Act\u003c\/h3\u003e\n\u003cp\u003eThe service itself is not generally regulated by the Sale of Goods Act. However, the Sale of Goods Act applies to the purchase of personal property and may therefore be relevant when the supplier sells spare parts or other goods separately. The package makes this distinction clear.\u003c\/p\u003e\n\n\u003ch3\u003eLiability and liability caps\u003c\/h3\u003e\n\u003cp\u003eThe main agreement contains an adaptable liability model with:\u003c\/p\u003e\n\u003cul\u003e\n\n\u003cli\u003eliability for direct damage,\u003c\/li\u003e\n\n\u003cli\u003eselectable liability cap per contract year,\u003c\/li\u003e\n\n\u003cli\u003epossibility to regulate indirect damage\/consequential damage,\u003c\/li\u003e\n\n\u003cli\u003espace for special risks,\u003c\/li\u003e\n\n\u003cli\u003ereminder of Section 36 of the Contracts Act regarding unconscionable terms.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch3\u003eWarranty on work and spare parts\u003c\/h3\u003e\n\u003cp\u003eThe parties can separately specify warranty periods for work and spare parts. It is also possible to select the manufacturer's warranty for spare parts and insert specific exceptions.\u003c\/p\u003e\n\n\u003ch3\u003eForce majeure\u003c\/h3\u003e\n\u003cp\u003eThe agreement contains a balanced force majeure clause for extraordinary obstacles beyond a party's reasonable control. The clause requires notification and mitigation, and does not automatically make common staffing or delivery problems force majeure.\u003c\/p\u003e\n\n\u003ch3\u003eConfidentiality, IT security, and personal data\u003c\/h3\u003e\n\u003cp\u003eService assignments may give the supplier access to premises, operational information, logs, contact details, or IT\/OT systems. The template therefore contains confidentiality and security rules as well as a checkpoint for a separate Data Processing Agreement (DPA) when the supplier processes personal data on the customer's behalf.\u003c\/p\u003e\n\n\u003ch3\u003eFault reporting and service protocol\u003c\/h3\u003e\n\u003cp\u003eThe operational form is used from the initial fault report to the completed measure and contains:\u003c\/p\u003e\n\u003cul\u003e\n\n\u003cli\u003ecase number, object, and contact person,\u003c\/li\u003e\n\n\u003cli\u003epriority and nature of the fault,\u003c\/li\u003e\n\n\u003cli\u003eoperational impact,\u003c\/li\u003e\n\n\u003cli\u003esecurity check,\u003c\/li\u003e\n\n\u003cli\u003ework performed and measured values,\u003c\/li\u003e\n\n\u003cli\u003eparts and materials,\u003c\/li\u003e\n\n\u003cli\u003eroot cause,\u003c\/li\u003e\n\n\u003cli\u003estatus and next step,\u003c\/li\u003e\n\n\u003cli\u003eSLA deviation,\u003c\/li\u003e\n\n\u003cli\u003ecustomer sign-off.\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch3\u003eContract period and termination\u003c\/h3\u003e\n\u003cp\u003eThe main agreement has selectable fields for initial contract period, automatic renewal or indefinite agreement, standard notice period, and formal requirements for termination.\u003c\/p\u003e\n\n\u003ch3\u003eEarly termination\u003c\/h3\u003e\n\u003cp\u003eThere is also a clause for material breach of contract with a grace period for rectification, as well as handling of bankruptcy, liquidation, and serious payment difficulties, with an explicit reservation for mandatory insolvency law.\u003c\/p\u003e\n\n\u003ch3\u003eDiscontinuation and exit\u003c\/h3\u003e\n\u003cp\u003eWhen the agreement ends, the customer should receive back keys, authorizations, documentation, and open faults. The package therefore includes a special exit rule for an orderly transition.\u003c\/p\u003e\n\n\u003ch3\u003eLimitation period\u003c\/h3\u003e\n\u003cp\u003eThe Limitation Act applies to claims to the extent that nothing else is specifically prescribed. For standard B2B claims, the general limitation period is ten years, unless the limitation is interrupted before then.\u003c\/p\u003e\n\n\u003ch3\u003eImportant regarding consumers\u003c\/h3\u003e\n\u003cp\u003eThis package is primarily designed for \u003cstrong\u003ebusiness-to-business (B2B)\u003c\/strong\u003e. When the customer is a consumer, mandatory consumer protection, including the Consumer Services Act depending on the nature of the service, may affect which terms are permitted. Therefore, do not use the B2B template unchanged for consumer assignments.\u003c\/p\u003e\n\n\u003ch3\u003eFormat and delivery\u003c\/h3\u003e\n\u003cul\u003e\n\n\u003cli\u003e\u003cstrong\u003e6 documents.\u003c\/strong\u003e\u003c\/li\u003e\n\n\u003cli\u003e\u003cstrong\u003e12 files in total.\u003c\/strong\u003e\u003c\/li\u003e\n\n\u003cli\u003e\u003cstrong\u003eWord (DOCX) + PDF.\u003c\/strong\u003e\u003c\/li\u003e\n\n\u003cli\u003e\u003cstrong\u003e16 A4 pages per format series.\u003c\/strong\u003e\u003c\/li\u003e\n\n\u003cli\u003e\u003cstrong\u003eDigital product – no physical item is sent.\u003c\/strong\u003e\u003c\/li\u003e\n\n\n\u003c\/ul\u003e\n\n\u003ch3\u003eLegal basis\u003c\/h3\u003e\n\u003cp\u003eThe Contracts Act (1915:218), the Interest Act (1975:635), the Limitation Act (1981:130), and the Sale of Goods Act (1990:931) for relevant separate purchases of goods. Industry-specific rules and standard agreements may need to be considered depending on the type of equipment or service the agreement covers.\u003c\/p\u003e","brand":"Svenska Dokumentmallar","offers":[{"title":"Default Title","offer_id":55600416457046,"sku":"SERVICE-UNDERHALL-2026-2027","price":79.0,"currency_code":"SEK","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0827\/2373\/3846\/files\/serviceavtal-underhallsavtal-2026-2027.png?v=1791175922","url":"https:\/\/mallbutiken.se\/en\/products\/serviceavtal-underhallsavtal-2026-2027-sla-underhallsplan-prisbilaga-guide-word-pdf","provider":"Mallbutiken","version":"1.0","type":"link"}