SLAs define and document Grounds, Landscaping and Snow activities, performance levels and measurements which should align to the CBRE and client contract.  Identifying the level of quality, specification, quantity and measurement of the services, in addition to identifying the aspects that are outside of the supplier partner's scope, need to be considered carefully when crafting the details. 

A well-crafted suite of SLAs offers benefits to both CBRE and the client:

  1. They form the basis of operational reviews
  2. They encourage good business practices and continuous improvement
  3. They are a fair and consistent way to support practical performance management
  1. Define and document Grounds, Landscaping and Snow Services activities, performance levels and measurements aligned to the CBRE client contract
  2. Identify the level of quality, specification, quantity and measurement of the services to be performed and any items that are outside of the supplier partner's scope

2. SLA Objectives

3. SLA Desired Outcomes

Ver 1.0 (Aug 23)

4. Grounds, Landscaping & Snow SLA's 

Confidential & Proprietary | 2023 CBRE Inc.

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1. Introduction

Supplier establishes and maintains local legislative compliance (i.e. council regulations) and internal governance across all Grounds and Landscaping Services to be performed on site and for each site within scope

CBRE / client requirements are met

Supplier partner provides the services detailed within the SOW for each aspect of the service, ensuring the agreed level of quality, specification, frequency and customer service standards are consistently achieved 

(Note: may vary by country) 

Supplier maintains trained staff to deliver services professionally and consistently from documented SLA’s from which the supplier can be managed and measured

Grounds, Landscaping & Snow

SLA Development

Contracting

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Customer Support

Planning

Personnel

Damages

  • Meet or exceed work order requirements and response times when a supplier is asked to respond to an emergency priority work order
  • ​Supplier submits timely and accurate invoices - typically within 30 days of completion of service
  • Accept and complete 90% + of assigned work orders
  • In the event of a performance failure ("No Show") the supplier should be responsible for correction within 4 hours or bringing in another supplier to perform the service without the client incurring additional cost

  • Work performed will adhere to the communicated schedule
  • Work schedules will change no more than once per week
  • Storm preparation report submitted 24-48 hours in advance of the event
  • Any damages to the buyer's landscape as a result of the vendor's performance of services shall be rectified by the vendor at no additional cost
  • The vendor shall immediately notify the buyer of any damages to the buyer's property or landscape
  • During snow events, sites will be serviced by 7:30am local time or whenever clients facilities open
  • The vendor will ensure that sufficient personnel are dedicated to the project to ensure deadlines are met
  • All personnel operating machinery will be properly trained

End of Season

  • Remove all snow markers by April 30 or sooner with 5 days notice
  • Repair all identified damage to curbs, landscaping, etc. by May 31, or such date as mutually agreed