Diploma in Service Contracts and Technical SLAs
Online postgraduate diploma of 800 hours in service contracts and technical SLAs. 8 modules covering ISO/IEC 20000-1:2018, EN 13269:2016 and EN 15341:2019, with ServiceNow, Salesforce Field Service and SAP Service Management, with an assigned technical tutor.
Diploma in Service Contracts and Technical SLAs — studying from South Africa
Robotics and automation are growing in South African manufacturing, mining and logistics, where companies seek to improve productivity and safety. Automotive plants, food processors and mining operations use industrial robots, programmable logic controllers and process automation systems. Universities such as Stellenbosch and the University of Pretoria research robotics and control theory. Engineers in this field combine electrical, mechanical and software skills to design and integrate automated systems.
Fees for South Africa: R 27 900 (South African rand), with instalments and employer sponsorship available.
Relevant bodies in South Africa
Typical roles
Questions from South Africa
Will a SEIUM qualification be recognised by the professional bodies in South Africa for this area?
SEIUM qualifications are private, not official state degrees, and are not accredited by any South African body. Professional engineering registration in South Africa is through ECSA, which assesses accredited training and experience. Whether a private SEIUM qualification is recognised is decided by employers or the relevant body, so confirm acceptance before enrolling.
How might this qualification be used by employers in South Africa in robotics and automation?
Manufacturing, mining, logistics and automation integrators in South Africa often value applied skills in control systems, programming and integration. A private qualification may support your CV, particularly with practical projects, but it is not state-recognised. Its value depends on each employer's view, so ask potential employers how they would assess it.
Can I study this programme alongside full-time work from South Africa, and is there a time zone or language issue?
Yes, the programme is 100% online and taught in English, so you can study from South Africa without a student visa. Master's programmes require 1,900 hours, postgraduate diplomas 800 hours and specialist courses 300 hours, with an assigned technical tutor. Fees can be paid in instalments and employer sponsorship is possible. Check time-zone and workload expectations with SEIUM directly.
Take the controls.
Run a real engineering trade-off from this field. Move the sliders, watch the model react in real time and beat the challenge.
What you will be able to do
Understand technical service models and servitisation.
Design measurable, realistic service level agreements.
Analyse the key legal clauses of technical contracts.
Calculate the costs and prices of service contracts.
Operate services and measure service level compliance.
Select and manage service providers.
Renegotiate and improve contracts throughout their life.
Who it's for
- Technical service managers.
- Maintenance contract managers.
- After-sales service engineers moving into contract design.
- Buyers of industrial services who negotiate SLAs.
- Service delivery managers.
- Servitisation consultants.
- Engineering or science graduates aiming to enter the capital goods sector.
What you'll work with
- ISO/IEC 20000-1:2018 (service management)
- EN 13269:2016 (guidance on maintenance contracts)
- EN 15341:2019 (maintenance key performance indicators)
- ISO 55001:2014 (asset management)
- EN 13306:2017 (maintenance terminology)
- ITIL 4 (service best-practice framework)
- Law 9/2017 (Spanish Public Sector Contracts Act)
- ServiceNow
- Salesforce Field Service
- SAP Service Management
- Microsoft Power BI
- IBM Maximo
8 modules
1.1Service models: corrective, preventive and full service1.2Servitisation and selling availability1.3Outcome-based contracts1.4After-sales service value chain1.5Field service and remote service1.6Stakeholders: customer, OEM and integrator1.7Supplier operational risks1.8Trends: predictive service and subscription1.9The robotics services market1.10Workshop: service map of an equipment manufacturer
2.1Differences between SLA, OLA and framework contract2.2Availability metrics and how to calculate them2.3Response time and resolution time2.4Service windows and covered hours2.5Incident priority and impact2.6Exclusions and force majeure2.7Measurement and reliable data sources2.8Realistic, achievable service levels2.9Technical service catalogue2.10Practical: drafting an SLA for robotic maintenance
3.1Contracts for services and contracts for work3.2Liability and limitation clauses3.3Penalties and bonuses3.4Warranties and latent defects3.5Ownership of machine data3.6Confidentiality and intellectual property3.7Subcontracting and assignment3.8Dispute resolution and arbitration3.9International contracts and service Incoterms3.10Case study: clause analysis of a real contract
4.1Service cost structure4.2Calculating the cost per technician hour4.3Pricing full-maintenance contracts4.4Risk and premium in availability contracts4.5Pay-per-use and outcome-based pricing models4.6Spare parts and logistics costs4.7Profitability by contract and by customer4.8Price adjustments and indexation4.9Risk scenario analysis4.10Practical: pricing model for an availability contract
5.1Incident management according to ITIL 45.2Field technician scheduling5.3Field service management tools5.4Remote monitoring and alerts5.5Recording times and evidence5.6Periodic compliance reports5.7Escalation management5.8MTTR, MTBF and first-time fix indicators5.9Customer satisfaction and NPS5.10Lab: SLA compliance dashboard
6.1Supplier selection and approval6.2Technical tender specifications6.3Multi-criteria bid evaluation6.4Supplier audits6.5Periodic service reviews6.6Improvement plans and corrective actions6.7Managing long-term relationships6.8Contract transition and exit6.9Supplier lock-in risk6.10Case study: tendering a maintenance service
7.1Analysis of service level deviations7.2Reviewing metrics and thresholds7.3Joint continuous improvement7.4Service level benchmarking7.5Managing disputes over penalties7.6Renegotiation and renewal7.7Partnership and risk-sharing contracts7.8Sustainability and service7.9Lessons learned from previous contracts7.10Workshop: simulated renewal negotiation
8.1Defining the service and its scope8.2Customer needs analysis8.3Service catalogue and service levels8.4Measurement model8.5Financial model and pricing8.6Key contract clauses8.7Contract operation plan8.8Contract governance plan8.9Report and presentation8.10Final project: final review with the tutor
How you'll learn
Training is 100% online on the SEIUM campus, with downloadable material, recorded classes and an assigned technical tutor. There are no fixed timetables: you progress at your own pace within each intake, so the programme fits around your job.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is ServiceNow, Salesforce Field Service, SAP Service Management, Microsoft Power BI and IBM Maximo, in free, academic or evaluation versions. Practical work is based on real procedures: drafting and reviewing service level agreements, calculating contractual availability with real data, and simulated negotiation of maintenance contracts. Assessment is continuous by module, plus the final project.
Standards covered: ISO/IEC 20000-1:2018, EN 13269:2016, EN 15341:2019, ISO 55001:2014, EN 13306:2017, ITIL 4 and Spanish Law 9/2017 on Public Sector Contracts.
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Where this takes you
Requirements
- Prior technical training or professional experience in the sector. No university degree is required.
- Internet connection and a computer capable of running the programme's software.
- English sufficient to read technical standards.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme totals 800 hours over 6–8 months. You set your own pace within each intake, and your tutor helps you plan the workload around your job.
You work with ServiceNow, Salesforce Field Service, SAP Service Management, Microsoft Power BI and IBM Maximo, using free, academic or evaluation versions. Your tutor indicates the free alternative wherever one exists.
A SEIUM Institute diploma, awarded on passing the continuous assessment and the final project. It is SEIUM's own qualification, not an official state degree; its recognition depends on the programme completed and the regulations of each country.
Yes. Modules passed are recognised in a higher programme in the same area (postgraduate diploma or master's). Ask about the recognition policy when you enrol.
Prior technical training or professional experience in the sector (no university degree required), a computer able to run the software, and English sufficient to read technical standards.
Start dates are set by SEIUM's faculty for each intake. Our admissions team will confirm the next available date when you apply.
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