Service Level Agreement
The expected standard and timing for service delivery.
Definition
Service Level Agreement is The expected standard and timing for service delivery. It comes up most often when service promises need to be turned into measurable response and closeout times.
The term keeps showing up because timing standards are what separate a well-run maintenance team from a backlog that only looks busy. They are especially useful when comparing vendor performance or resident experience across buildings.
Use cases
Use Service Level Agreement to measure whether response and close times are actually meeting promise.
Review Service Level Agreement when the team needs to compare vendors or buildings on the same service standard.
Track Service Level Agreement so operations can show whether backlog is a workload issue or a speed issue.