Service Level Agreement Facility Management Beispiel
As a facility management company, it’s important to establish a clear understanding with your clients of the services you offer and the expectations for the level of service they can expect. This is where a service level agreement (SLA) comes into play.
A service level agreement is a formal contract that outlines the specific services that will be provided to a client by a facility management company. It sets out the terms and conditions for the services provided and defines the metrics by which the performance of the service will be measured.
To help illustrate how this works, let’s take an example of a service level agreement facility management beispiel:
XYZ Facility Management has been contracted to provide facility management services to ABC Corporation, a large manufacturing company. The SLA agreement outlines the specific services that XYZ will provide, which include:
1. Building maintenance & repair: XYZ will provide routine maintenance and repairs to the building’s HVAC system, plumbing, electrical systems, and other maintenance tasks as necessary.
2. Janitorial services: XYZ will provide daily janitorial services to maintain a clean and healthy environment for ABC’s employees.
3. Security services: XYZ will provide security services to protect the facility from unauthorized entry and ensure employee safety.
The SLA then outlines the performance standards that XYZ will meet for each service, such as:
1. Building maintenance & repair: XYZ will respond to maintenance requests within two hours of receiving them and resolve the issue within 48 hours.
2. Janitorial services: XYZ will complete cleaning tasks to a high standard, including dusting, vacuuming, and emptying trash cans, and will ensure that all supplies are fully stocked.
3. Security services: XYZ will provide 24/7 security monitoring and will respond to any security incidents within five minutes.
Finally, the SLA outlines the consequences if XYZ fails to meet the agreed-upon performance standards, such as penalties or refunds.
Overall, an SLA is a crucial tool for facility management companies to ensure that they are meeting the needs and expectations of their clients. By outlining the specific services provided, performance standards, and consequences for failing to meet those standards, facility management companies can establish a clear understanding with their clients and ensure that both parties are satisfied with the level of service provided.