Facilities SLA
A written commitment on how quickly maintenance will respond to and resolve requests, usually broken down by priority level.
Definition
A facilities service-level agreement (SLA) defines response time, restore time, and sometimes resolution targets for maintenance requests, typically segmented by priority. SLAs make maintenance performance measurable and contractual.
Core SLA components
- Response time: acknowledgement of the request
- Restore time: temporary workaround or safing
- Resolution time: permanent fix
- Priority tiers: P1 critical safety, P2 production-impacting, P3 service-impacting, P4 routine
SLA pitfalls
The common failure is making every ticket P1. The fix is clear priority criteria, published and enforced, so the P1 queue stays small enough to meet its SLA. SLA breaches without consequences also erode trust fast.
SLAs in FacilityLane
Every request/work order carries priority and SLA clocks start automatically. Breaches escalate via messaging + email to defined supervisors. Reports show SLA compliance by priority, site, and vendor — useful for internal review and external contracts.
FAQ
Common questions about Facilities SLA.
Yes — even for in-house operations. Internal SLAs set expectations with tenants and departments and prevent the 'everything is urgent' trap.
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