Glossary
SLA (Service Level Agreement)
Plain-Language Definition
A documented agreement between a service provider and client that defines measurable performance standards, response times, and remedies for service delivery in facility management and building operations.
Technical Context
FM SLAs typically define: response time (time from request to first response), resolution time (time to complete the work), availability targets (e.g., lift availability >98%, HVAC uptime >99%), quality standards (cleanliness scores, temperature compliance), and reporting frequency. SLAs should be SMART (Specific, Measurable, Achievable, Relevant, Time-bound). Common structure: Priority 1 (emergency, life safety) — 15 min response, 2 hr resolution; Priority 2 (urgent, business impact) — 1 hr response, 8 hr resolution; Priority 3 (routine) — 4 hr response, 48 hr resolution; Priority 4 (planned) — next PPM cycle. Penalties (service credits) apply when SLAs are missed.
Why It Matters
SLAs transform vague expectations into measurable commitments. Without defined SLAs, service quality disputes become subjective arguments. For building occupiers, SLAs in the lease or FM contract are the mechanism for holding service providers accountable.
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