Technology has infiltrated every aspect of business and professional services. From IT firms to accounting, and even innovative ways to run a restaurant, nearly every business is outsourcing key functions and management services. One such function that has not escaped the trend is managed services in the property services sector. For example, companies like Sunflower Pool and Patio are adopting a managed services model to streamline service offerings and improve customer experience. But what is a managed services agreement, and how can it benefit the customer and service provider alike? Let’s take a look.

There are many benefits to having a managed services provider to assist you in maintaining your pool. First, a managed services agreement is generally more comprehensive than a standard service contract. They are designed to cover a wide range of service offerings, from pool cleaning and maintenance to full-service pool installation. They can also be very useful when engaging service providers who offer multiple services. This makes them ideal for pools, as pool upkeep can encompass many iterable tasks over the course of a year. Because managed services agreements are so comprehensive, they can help customers to better understand what to expect from the service being performed. They clearly define the scope of services offered, and set deliverables for each task. A managed services agreement might read as follows:

1. Deliverables. The Contractor agrees to manage, supervise, coordinate, maintain, repair, and upgrade all pools, spas, and other water features located on the Property. The Contractor will manage and provide detail for outsourced service provider, if necessary, in addition to:
2. Monthly Reports. The Contractor will submit a monthly written report to the Owner detailing all services performed throughout the previous month, any maintenance or repairs that were required, and any repair work that was performed. The Contractor will supply photographs showing the condition of the Owner’s facilities prior to and after any maintenance and/or repairs.
3. Weekly Facility Inspections. Each Sunday commencing after the execution of this Agreement, the Contractor shall complete a Facility Inspection Report to check for leaks, stains, and other conditions. The Contractor will inspect all pumps, filters, skimmers, paddles, jets, walls, slides, diving boards, stair rails, and all other components.
4. Pool Repair & Replacements. The Contractor agrees to repair, replace, and/or advise the Owner of any defective component such as pumps, filters, skimmers, paddles, jets, walls, slides, diving boards, stair rails, tile and other surfaces.
5. Emergency Services. In addition to the services agreed to herein, the Contractor can be retained after business hours for emergency services if required. If the Contractor is notified of an emergency such as a leak, stain, or faulty component requiring immediate attention, the Contractor may charge his hourly rate or a flat fee agreed to in advance. All repairs are billed at the Contractor’s regular hourly rate outlined in Section 5.0.

In a typical managed services agreement for pools, the specified “scope of work” includes much more detail. The goal of a managed services model is to make both parties completely aware of what to expect and when. This is one anticipated reason for the burgeoning popularity of managed services agreements over traditional service contracts. With so many tasks to be completed over the course of the year, speculating what may or may not be needed is not good enough for every customer. Managed aquatic services agreements include defined schedules for routine maintenance, one-time services, and special requests. Some of the most frequent services offered include:

In checking with other area pool management companies, I have learned that other customers request unique tasks as well, like streamlining chemical management services to save time during seasonal high points. A managed services agreement makes it easier for both customer and contractor to address outstanding issues and requests quickly. Take for instance, the following section of a managed services agreement:

Add-Ons

The Parties agree to this addendum of this Agreement concerning additional services requested by the Owner in addition to those agreed to in the initial service agreement. Any services requested by the Owner in addition to those included in this Managed Services addendum must be implemented via a change order to this Managed Services Agreement. The Parties further agree to the following additional maintenance services which can be scheduled between the Owner and Contractor upon notice:

As we see, not only does a managed services agreement include specific scheduling for service delivery, but it also comes with a clause that addresses special requests. This one-two punch helps the customer and contractor to satisfy their needs efficiently. Not only do managed services help to satisfy the customer’s demands for services, but it also offers the provider a unique opportunity to build goodwill and quality service interactions for the future. Since the owner knows that the contractor is familiar with the facility, and fully aware of the property’s issues, service can usually be implemented quickly and efficiently.

Managed services agreements also offer legal protections for both the contractor and the customer. For example, here is a sample indemnification clause taken from a managed services agreement: Assuming a contractor was using other services to execute certain tasks for a client, the indemnification clause will protect the overall contractor from excessive liability when the services provided do not meet the expectations outlined elsewhere in the agreement. Managed services agreements also offer the customer some additional protection as well for surprising costs that may suddenly crop up during the life of a contract: Liens. In the event the Owner fails to pay Contractor for services rendered and materials purchased, the Contractor reserves the right and the express power to file a Mechanic’s Lien against the Property in Salem County.

High expectations require clear communication between pool customers and their service providers. There are many ways in which managed services agreements have become the new norm for innovative business. Here at Sunflower Pool and Patio, we have worked with managed services platforms for several years now to streamline our service offerings and provide operational solutions for our customers. Managed services agreements are just one service that we offer to our clients to make their pool experience more enjoyable. But there are many options to consider depending on your unique needs. We encourage anyone interested in learning more about managing their pool experience to reach out to us online today!