Our Service Level Agreements run from either April 2026 - March 2027 or September 2026 - August 2027.
SLA Cancellation
Without prejudice to any other right or remedy it may possess, the customer may immediately terminate an SLA without cause by written notice to SIL. In the event of termination, the customer shall be liable to pay SIL the following:
Termination before SLA start date – 0% of the charges
Termination within 28 days of SLA start date – 50% of the charges
Termination after 28 days of SLA start date – 100% of the charges
Where training, support or resources provided under an SLA have been accessed at any time prior to cancellation 100% of the charges will apply.
Cancellation and Incidental expenditure
Where any service is purchased and subsequently cancelled the customer will be liable to pay SIL the cost of any incidental expenditure already incurred as a result of the booking. This includes, for example, time already dedicated to preparing the services and incidentals such as travel tickets and hotel bookings which cannot be fully refunded.
Requested Variations
Requests to vary any SLA or services bought (e.g. reducing the number of hours initially bought) will be considered on a case-by-case basis. Any refunds or other agreements will depend on expenditure and commitments already made and whether these can be redistributed elsewhere by SIL at zero cost.
Service Arrangements
All aspects of our services are available between normal working hours 08:30 to 16:45 and at other times; by negotiation (such as evenings).
Performance Standards and Supply of Services
Team Managers have the responsibility for ensuring that all Service Level Agreement activities are clearly planned, effectively implemented and fully evaluated and will work to ensure that the services offered are matched to schools’ needs.
In supplying services, SIL:
- Will use reasonable endeavours to perform the Services in accordance with the descriptions contained within the relevant documentation.
- Will ensure services are provided with reasonable care and skill.
- Will ensure that services, and all goods, materials, standards and techniques used in providing services are of satisfactory quality and are fit for purpose.
- Comply with all applicable laws, statute and regulations from time to time in force.
Quality Assurance and Monitoring
The quality of our services are monitored using a range of mechanisms including:
- Evaluations forms
- Feedback from customers or their representative groups such as Headteacher Associations, Networks
- Analysis of complaints
- Individual performance management process.
Customer Obligations
In purchasing any SLA or Services the customer agrees to:
- Co-operate with SIL in all matters relating to the provision of the Services.
- Provide, to SIL, its agents, subcontractors, consultants and employees, in a timely manner and at no charge, access to the customer’s premises, relevant data and other facilities as reasonably required to provide the services.
- Provide, in a timely manner, such information as SIL may reasonably require to effectively deliver the services and ensure that it is accurate and complete in all material respects.
- Co-operate and assist SIL in complying with its duties with regard to the Freedom of Information Act 2000 and the Environmental Information Regulations 2004.
Terms relating to the Schools’ HR SLA
Schools take full responsibility for the arrangement of interviews and hearings. Reasonable notice is required to ensure members of SIL’s Schools’ HR team can attend formal meetings and hearings.
Attendance at ad-hoc meetings is accommodated by mutual agreement. All Schools are required to ensure that they adhere to the employment policies and procedures adopted by their Governors; and, where advice is sought, that they provide full information to the designated Adviser before advice is given, and thereafter as circumstances require.
Where the dismissal of staff is involved, Governors are reminded of the requirement to follow a fair procedure. In occupational health cases, schools will meet the additional costs of any medical examinations, reports from the employee’s General Practitioner / Medical Specialist or authorised independent occupational counselling sessions.
For GDPR purposes schools should have a Fair Processing or Privacy Notice in place covering the use of/sharing of staff data (including sensitive staff data) for legitimate employment purposes.
In order for the best possible level of service under this agreement, all establishments must adhere to the timescales and protocols as per relevant policies and procedures.
Where schools seek direct legal advice on any matter outside SIL’s Schools’ HR offer (for example actual and/or potential Employment Tribunal Claims), separate contractual arrangements will be required.
Payment Methods and Arrangements
We are a VAT registered company and charge VAT to our products and services where applicable.
Our Payment term is 30 days from date of invoice.
Our payment options are as follows:
BACS
If you are making a BACS payment, our sort code is 20-51-01 and our bank account number is 10837873.
Please use your Invoice Reference (starting X18) as your reference and email your remittance advice to [email protected] quoting your invoice number.
Cheque
Payment by post should be addressed to SIL, Liverpool Innovation Park. Edge Lane, Liverpool, L7 9NJ.
Please make cheques payable to School Improvement Liverpool and crossed “A/C Payee”; cheques should not be made payable to individual officers.
Please write your 11 digit Invoice Reference starting X18 on the back of your cheque.
Bank notes and cash should not be sent through the post. A receipt will not be issued for a cheque payment unless specifically requested and accompanied by a stamped addressed envelope.
Debit/Credit Card
Please note, we are currently unable to take debit/credit card payments over the phone. Please call us on 0151 233 3901 if you need any further information.
Please ensure that payment is made in sufficient time for receipt by SIL by the due date (i.e. 30 days from the invoice date).
Difficulties in making payment
If you have difficulties in making payment or think the amount charged is incorrect, please call 0151 233 3901 before the due date, giving your account reference and invoice number; we want to help.
Should payment not be received by the due date we will take appropriate steps to recover the debt, for which additional charges may be levied.
Your account may include interest charges, in line with late payment legislation, if previous payments were received after the due date. Interest will accrue each day at 4% a year above the Bank of England's base rate, but at 4% a year for any period when that base rate is below 0%.
In addition, we may suspend all Services until payment has been made in full.
Data Sharing Agreement
When purchasing any of our SLA services customers will be asked to agree to SIL’s Data Sharing Agreement. This Agreement sets out the terms under which SIL and the Customer will share personal data to enable SIL to deliver professional support services.
It ensures that any data sharing is fair, lawful, transparent, proportionate, and in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
