A service level agreement is required as an additional part of a contract because both parties must agree on a standard, which means “quality service.” Some customers expect 24/7 availability when they sign a contract, while others want you to guarantee no more than 5 hours of downtime. As with any legally binding document, these conditions must be considered beforehand so that the supplier and the customer are aware of their rights and obligations. Of course, the best way to avoid negative reviews or damaged relationships is to provide good service and make the customer happy. That said, bad reviews should always happen from time to time, but if you don`t finish the job according to the expected standard (and indeed you`re under contract), it can hurt both your brand and your bank account. There are several ways to write an SLA. Here`s a simulated table of contents that you can use as a startup template to write your own service level agreements. A service level agreement, or SLA for short, is part of a contract between a service provider (a general maintenance company or a specific type of contractor such as plumbing, HVAC, electricity, etc.) and a customer (e.B.dem management team of an office building) when the supplier accepts a certain level of service or work standard. Here you define the responsibilities of the service provider and the customer. Although your SLA is a documented agreement, it doesn`t have to be long or too complicated.

It is a flexible and lively document. My advice? Create one with this template and examples and consult your customers on perceived gaps. Because unforeseen cases are inevitable, you can recall and optimize the SLA if necessary. In order to meet fair and reasonable expectations, we offer the following service level agreement based on our workforce, areas of expertise and resources. Facilities Management will provide a response to requests based on the next priority level assigned to each work order request: Add a brief introduction to the agreement in terms of parts, scope of service, and contract duration. For example: In this section, add the service management and support details that apply to the service provider Of course, but for the preventive maintenance tasks described in your SLA (for example.B. every 6 months you perform a security check for each sprinkler in the building), you need to set up a set of timers. Ideally, you`d do this 2-3 weeks in advance, depending on how long you plan technicians for the job.

1. What is a service level agreement for the maintenance of real estate? 2. Why do you need an SLA as a property maintenance company? 3. Who writes an SLA? 4. What happens if you violate an SLA? 5. How to avoid a breach of a service level agreement for the maintenance of real estate? Add the pricing models for each type of service with detailed specifications. This is a service level agreement (SLA) between [Customer] and [Service Provider]. This document specifies the services required and the expected level of performance between MM/DD/YYYY and MM/DD/YYYY. Add a definition and brief description of the terms used to represent services, roles, metrics, scope, parameters, and other contractual details that can be interpreted subjectively in different contexts.

This information can also be divided into the appropriate sections of this document instead of being grouped into a single section. This section sets out the objectives of this Agreement, such as: B.: The [Service Provider`s] service coverage described in this Agreement follows the schedule set out below: The purpose of this SLA is to specify the requirements of the SaaS Service as defined herein with respect to: For the purpose of being transparent and clarifying expectations with our customers, We have provided below a list of types of repairs and basic services, which will complement the management of the facilities through the process of requesting a standard work order at no cost to the requesting service. .