Print Essex: Service Level Agreement (SLA)
Service Level Agreement (SLA) for the supply of printed matter provided by the
Print Essex, University of Essex Commercial Services Ltd.
Contents of this Agreement
1 Basis of Agreement
1.1 Introduction
1.2 Purpose
1.3 Quality Assurance
1.4 Standing Financial Instructions
1.5 Confidentiality
1.6 Communications and Access
1.7 Visual Identity
1.8 Structure/Default
2. Services: Production of Print
2.1 Aim
2.2 Performance Objectives
2.3 Client Undertaking
3. Services: Supply of Photocopying
3.1 Aim
3.2 Performance Objectives
3.3 Client Undertaking
1 Basis of Agreement
1.1 Introduction
Print Essex works within the University to provide a reliable, responsive and forward-looking service that guarantees its customers the best value for money
on the printed matter they need to deliver education, scholarship and research.
1.2 Purpose
This agreement describes the individual services, making up the total print
service available from Print Essex. It also provides users with a
guide to the information that is required by Print Essex to
enable the satisfactory production of printed matter.
1.3 Quality Assurance
Print Essex attaches the highest importance to the quality of the
services to be provided to all users. The quality of production will be of a
high standard and regular quality inspections will be undertaken during the
printing process. Print which is out-sourced will also be subject to regular
quality checks. Jobs which do not meet the agreed standard will be rejected. We
will endeavour to meet the requirements of all current good working practices.
1.4 Standing Financial Instructions
Printed matter which is out-sourced by Print Essex will be
subject to the University’s Standing Financial Instructions. As a consequence,
competitive quotes/tenders will be obtained from approved suppliers, with the
objective of obtaining the best value for money.
1.5 Confidentiality
Both parties will comply with the terms of current legislation with regard to
information and respect its confidentiality, respecting individual user
interests.
1.6 Communications and Access
All contact concerning printed matter, including design, should be made to the
General Manager.
Print Essex welcomes visits from all users by prior arrangement.
1.7 Visual Identity
All printed matter will conform to the University’s visual identity. The
identity applies to all aspects of the University’s visual communications, both
internal and external, including stationery, publications and advertising.
The identity will be applied consistently across the University. The
co-operation of every member of staff in achieving this objective will ensure
that the identity works strongly in the University’s favour.
1.8 Structure/Default
Every attempt will be made to rectify any problems between users and Print
Essex. Should any difficulties be encountered they should
initially be raised with the General Manager. If agreement is not
satisfactorily obtained the matter should be pursued with the Director of
Essex Commercial Services. However, in the event of failure of
the parties to agree in respect of the interpretation or application of this
agreement, they shall refer the matter jointly to an arbiter acceptable to both
parties, in the first instance the Registrar & Secretary of the University of
Essex. Such arbitration shall be binding for both parties.
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2 Services: Production of Print
2.1 Aim
Print Essex aims to provide a professional service regarding the
production of print and at fair and reasonable cost to all users. It also
further undertakes to:
2.1.1 Act as a focal point for users regarding discussions concerning the
design and the appropriate specification for print, ensuring that users have
full support to create the most appropriate print for their requirements.
2.1.2 Provide estimates of cost if required by users.
2.1.3 Provide a graphic design service which includes creative design and
artwork through to platemaking stage. External designers may be used in
appropriate situations.
2.1.4 Produce origination and platemaking prior to the production of print. A
comprehensive range of type styles and sizes are available for the full range of
printed matter to meet the visual identity.
2.1.5 Offer a full range of material for printing including both white and
tinted paper and board.
2.1.6 Prepare proofs for all new jobs and for those with major amendments,
prior to print production, giving users the opportunity to proof read and check
the contents of each job and to view the style and layout.
2.1.7 Produce print up to a maximum of SRA3 size. The University currently has
3 print machines to produce high quality work by the Litho printing method.
2.1.8 Provide a finishing service which includes drilling, folding, perfect
binding and wire stitching for book production.
2.1.9 Provide an out-sourcing service for print from external contractors,
ensuring that competitive quotations/tenders are obtained as appropriate. This
type of work is mainly 4 colour process printing i.e. the reproduction of
coloured photographs and transparencies, and jobs which require specialised
finishing e.g. laminating, die cutting and creasing etc.
2.2 Performance Objectives
- Produce print to a high level of quality and in accordance with the visual
identity.
- Provide a rapid response to users in accordance with the following schedule:
Design, typesetting and proofing - 7/10 working days
Author’s corrections and printing - 7/10 working days
Finishing - 5 working days
Note: All corporate and promotional material (e.g. booklets, leaflets and
posters) must be approved by the Publications Officer, before being passed to
the Print Unit for reproduction. 3-5 working days should be allowed for this,
depending on the complexity of the job.
If we are unable to achieve any of the above timescales, the client will
immediately be advised of the situation and a revised delivery programme agreed.
Urgent requirements should be discussed with the General Manager.
- Undertake quality control throughout production.
- Co-ordinate the distribution of print within the University and to external
customers.
2.3 Client Undertaking
It is important that users are able to provide a clear specification of their
print requirements. The following information should be advised when
commissioning work to be undertaken:
- Budget allocation and charge code
- Quantity
- Size
- Content
- Typesetting and Artwork requirements
- Colour of Ink preferred
- Material - Paper/Board - White/Coloured
- Finishing e.g. Wire Stitching/Folding
- Delivery date
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3 Services: Supply of Photocopying
3.1 Aim
Print Essex aims to provide a responsive photocopying service to
users. The Unit uses the latest high tech photocopiers which are
linked to an Apple Mac I.T. System, for a high level of reproduction.
It also further undertakes to:
3. 1.1 Ensure that all photocopying is in accordance with the visual
identity.
3.1.2 Reproduce documents in a single colour from good quality originals.
3.1.3 Photocopy jobs on white or tinted paper and board and on a range of
various quality materials from 80 to 200 gsm.
3.1.4 Produce documents in the standard A4 size (297mm x 210mm) and also in
the larger A3 size (297mm x 420mm).
3.1.5 Provide the opportunity to offer a single or double sided copying
service for single colour black work. The double sided copying therefore
offering reduced paper consumption.
3.1.6 Offer a high quality full colour photocopying service on single sides
from coloured artwork, photographs or transparencies supplied by the user.
3.1.7 Produce artwork, should originals not be available and also provide
scanning facilities for photographs to be produced with line work.
3.1.8 Provide guidance to users concerning the format for photocopying.
3.1.9 Provide a finishing service for booklets, including comb
binding/stitching etc.
3.1.10 Maximise the reproduction quality level from the original copy by
using specialised equipment.
3.1.11 Offer a value for money service using good quality material for
reproduction.
3.2 Photocopying Unit - Performance Objectives
- Produce photocopying in accordance with the visual identity.
- Ensure that a high level of reproduction is implemented and maintained.
- Monitor the quality of the photocopying throughout production.
- Ensure that the quantity produced meets the volume requested.
- Provide a rapid response to users in accordance with the following schedule:
For low volume photocopying in black ink within the Copy Centre a maximum of
60 minutes.
As above, but high volume 2/3 hours.
For work undertaken within the Print Unit 3/4 hours.
The above timescales are dependent on the nature of each job, but can be used
as a guide in planning your requirements. If for any reason we cannot achieve
the above performance guidelines you will be advised accordingly, together with
an agreed delivery time.
3.3 Client Undertaking
To be able to produce photocopying to meet your needs it is important that we
obtain full details of your requirements. The following criteria will be
required to be met prior to the production of the photocopying:
Photocopying in black on white or tinted materials:
- An original copy or good clean laser copies, alternatively a disk in the
appropriate format to comply with the visual identity, in discussion with Print
Essex.
- The quantity required of the finished document.
- The finished size of the forms/booklets etc. e.g. A5, A4 or A3.
- The material you would like for each job, including the colour i.e. white or
tinted and the classification of the material i.e. paper or board and the
appropriate thickness.
- Details of the finishing required (if appropriate) i.e. Wire Stitching,
Drilling, Folding, Heatseal Binding or Comb Binding for booklets.
Photocopying for colour work:
- Details of your requirements will be as described above, but the originals
should. be coloured artwork, photographs or transparencies. The material used
will be colour white, to meet the laser standard of production.
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