Delivery & Service Agreement


NVQ Delivery Agreement for Clients & Candidates
1. Delivery Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Vela Training Ltd and the client/candidate for the provisioning of carrying out training/assessment for any OSAT/NVQ’s Diploma or Certificate. This Agreement remains valid until superseded by a revised agreement mutually endorsed by Vela Training Ltd Directors and Senior Managers. This Agreement outlines the parameters of training covered as they are mutually understood by the Vela Training Ltd Directors and Senior Managers. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
2. Vela Policies
Due to the training and Educational/Assessment services of Vela Training Ltd and the variation age of the candidates that we are tutoring/assessing our company is compliant to numerous policies.
Definition of our Company Policy & Procedures:

Our Company Policies and Procedures are rules and guidelines that have been formulated to help us reach our long-term goals. Our Policies and Procedures are available to all our Staff, Candidates, and Service Users/Providers via our HR Department. Vela currently operate under 174 policies that are available on request. They are there to influence and determine all our major decisions and actions and all activities that take place within our boundaries. Procedures are the specific methods employed by our organisation to express policies in day-to-day operations. Together, our Policies and Procedures ensure that a point of view held by the governing body of our organisation is translated into steps that result in an outcome compatible with that view.

Vela Training prides itself on its Policies and Procedures and is committed to developing a fair and equitable standard of competence Policies and Procedures. Vela reserve the right to amend Company Policies and Procedures at any time. All company Policies and Procedures are reviewed annually on the 3rd January of every New Year as a matter of course. You will be issued our Fair Assessment Policy in your welcome pack. It is strongly advised you read through this and question anything you are unsure of before Vela enrols and carries out training with the candidates.      

3. NVQ/OSAT Assessment Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this agreement.
The following Services are covered by our delivery agreement:
*Fully Accredited Certificate/Diploma in the qualification of choice
*Weekly progression updates from an assessor
*Material and useful links to improve candidate skills
*Vela customer service provided from 09:00 – 17:00 (Mon – Fri)
*24/7 e-portfolio access and direct communication with your assessor
*Online resources from the Vela Training website
*Progression route discussed and worked on
*IQA and EQA checks
*Allocated personal assessor
4. Training Service Scope

Vela Training Ltd uses GQA Qualifications and other awarding bodies to carry out its individual training programmes.

This means that all training carried out is monitored from a 3rd party and adds a quality assurance to our delivery. Vela Training Ltd has to comply with the regulations set out by the awarding bodies and all can be found following this link

Vela’s scope of assessments is already set out by a qualified education board which is regularly checked by both IQA’s and EQA’s to maintain quality in Vela’s delivery.

Each qualification has set criteria with mandatory units and optional units to help meet each candidate’s needs and requirements.

Vela Training Ltd would be happy to answer any further questions you might have regarding the training being carried out.

5. Clients Requirements

Client responsibilities and/or requirements in support of this Agreement include:

*Payment for all training costs at the agreed dates. (see process map)
*Reasonable availability of client representative(s) when resolving a service related incident or request.

6. Candidate Requirements

Vela Training Ltd aims at establishing specific positive rules that clearly define the high standard of behaviour and the positive ethos that we expect at Vela Training Ltd.

These rules are set out below:

*That all Candidates are friendly, polite, and helpful and show respect to Vela staff and assessors.
*That all Candidates agree and sign the Commitment to Training/Assessment Agreement.
*That all Candidates are honest about their training/assessment needs and requirements to Vela and the assessor.
*That all Candidates work hard to hit any assessor targets that have been set.
*That all Candidates take on board all advice being passed to them by their assessor.
*That all Candidates keep in regular communication with their assigned assessor.
*That all Candidates use the appropriate channels to give feedback.

7. Service Assumptions

Assumptions related to in-scope services and/or components include:

*Changes to services agreement will be communicated and documented to all.
*Any changes to our Fair Assessment policy will be instructed immediately.

8. Service Management & Ability

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

*Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however, there will be a backup answerphone service

Vela Contact
*Neil Milne – Director – 07734 256 421
*Assigned Assessor – Number will be issued when assigned

*Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day

Vela Contact Emails

*Vela Training –
*Complaints –

Please make sure your IT department adds these email addresses to your approved email list

All our qualifications are fully certified with Ofqual and our assessors are certified with QGA Awarding Body.

9. Payment Request & Process
On agreement of terms for delivery, Vela Training Ltd will be in touch with your appointed payment person. We will send an online QuickBooks invoice detailing our services, upon payment we will begin the assessment/training. Fees will be agreed and show on the invoice submitted.
Credit Card Payments or Online PayPal Payments
If you wish to use a credit card system, we can organise a payment through our QuickBooks online payment system. Your credit card provider may charge you for this service. The same payment systems allows for PayPal transfers also.
10. Delivery Agreement Monitoring
Vela Training Ltd will monitor and review each service agreement on a 6-monthly basis. A full review will be carried out if senior managers identify significant changes to the client’s requests.
11. Termination of Agreement
Please be aware that failure to comply with sections 5, 6 and 9. Will result in automatic termination of the agreement if actions cannot be resolved.
12. Withdrawal of Candidate

To withdraw a candidate from Vela Training Ltd you must carry out the following process;

Email Neil Milne with withdrawal request. State reasons for withdrawal on email for our development plan. Fill out any paperwork that might be required for our audit requirements.

Clients may still be invoiced in full because of work carried out. However, you can appeal this, and each appeal will be carried out fairly.    

NVQ Process
1 – Initial Contact – Please allow 2 weeks

We will confirm NVQ booking with client
Client makes payment to Vela
We will pass candidates details onto assigned assessor
Assessor confirms induction date with candidate
We will confirm induction date for assessment

Stage 2 – Induction Stage – Please allow 2 weeks

Assessors carries out induction with candidate (can be done over the phone)
Candidate and the assessor will agree an estimated end date for your NVQ
We will register candidate onto awarding body system
We will send client confirmation of induction and enrolment

Stage 3 – Assessment Stage – Please allow upto 6 weeks 

Assessor keeps in contact with candidate throughout NVQ and coordinates observation
We will inform client of observation date
Assessor carries out observation on candidate
For higher NVQ levels this will be repeated until achievement

Stage 4 – Completion Stage – Please allow 2 weeks

Candidate achieves NVQ
We will inform client of candidate’s achievement
Assessor submits file for IQA/EQA process
We order candidates certificate
We will send certificate to client/candidate (please note that certificates will not be issued until outstanding payment are paid)