A service level agreement (SLA) is the part of a contract that states what service will be delivered, how fast, to what standard and how it will be measured. A good SLA uses a small number of clear KPIs, and says what happens when they are missed.
What an SLA contains
- The services covered and the locations.
- Response and completion times by priority level.
- Quality standards, such as inspection scores.
- Reporting: what is reported, how often and to whom.
- Remedies when targets are missed.
- Review meetings and a process for changing the scope.
Examples of KPIs
- Emergency response time.
- Percentage of reactive jobs completed within target time.
- Planned maintenance tasks completed on schedule.
- Cleaning inspection score.
- Compliance items current, such as licences and fire tests.
- Customer satisfaction or complaint closure time.
Keep it measurable
Choose measures that can be taken from system data, not from opinion. Fewer, clearer KPIs work better than a long list nobody reviews.
What happens when targets are missed
An SLA without consequences is a wish list. Agree what happens, such as a corrective action plan, a re-clean at no cost, or a fee adjustment, and review results regularly.
Review and improve
Meet monthly or quarterly to look at results and trends. The aim is better service over time, not penalties.
Frequently asked questions
What is the difference between an SLA and a KPI?
The SLA is the agreement. KPIs are the measures used inside it to show whether the agreed service is being delivered.
How many KPIs should an SLA have?
As few as needed to cover the things that matter, often five to ten. More becomes hard to measure and manage.
This page is general information about the topic and is not legal, financial or safety advice. Requirements vary by state, site and contract. Last reviewed 30 October 2026.