- Project plans
- Project activities
- Legislation and standards
- Industry context
Last edited 27 Jul 2017
Service level agreement SLA
Service level agreements can be prepared within an organisation, describing the services required from an in-house team or department, or they may be used for the outsourcing of services, such as facilities management services.
The SLA might set out:
- The overall objectives and priorities for the services to be provided.
- A detailed description of the individual services required, setting out included and excluded services.
- The performance standards required for each service (such as availability and responsiveness).
- Key performance indicators.
- Penalties for failing to achieve the required services levels.
- Incentives for high levels of performance.
- Safety rules.
- Emergency procedures.
- Legislative requirements.
- Complaints procedures.
- Insurance requirements.
- Agreement period.
- Termination rights.
- Charging arrangements.
- Price review mechanisms.
- Details of key personnel, contract administration, monitoring, reporting, meeting requirements and so on.
- Change control procedures.
This is a legal agreement, and it is very important that the client considers what it should contain and is happy with the terms agreed. Standard agreements provided by the service provider might not adequately represent the client’s requirements.
Preparing an SLA can be a complex process, describing requirements that may previously have been provided by a number of different parts of an organisation, structured and managed in a variety of ways. Care must be taken not to specify a higher level of service than is actually required or has been provided in the past. This can involve complex consultation with a wide range of stakeholders and detailed assessment of the standards actually required.
- The service level agreement, setting out the services required.
- The service level specification, setting out the minimum acceptable standards required.
 Find out more
 Related articles on Designing Buildings Wiki
Featured articles and news
Your chance to comment on the draft BS 851188 - flood resistance products and flood protection products.
Rebuilding could take 20 to 40 years.
RSHP’s high-rise residential towers win a tall buildings award for excellence.
BSRIA study reveals strong growth in 2018.
Dame Judith Hackitt confirmed as keynote speaker – one year on from the Hackitt Report.
Save £100 on tickets.
Modern slavery in the construction sector.
What to bear in mind when claiming damages in construction.
How do we achieve sustainable clean-water infrastructure for all?
What you should know when appointing an architect.
A brief history plus some new developments.
How computational fluid dynamics (CFD) helps building design.
The Hong Kong Harbour Area Treatment Scheme (HATS).