SLA’s define and document Janitorial Services activities, performance levels and other key measurements related to the delivery of service and alignment to the CBRE client contract.

The key metrics with which to measure the SLA performance should be aligned to the CBRE client contract metrics, identified and documented with the supplier, representing the agreed KPI’s against which the suppliers performance shall be managed.

1. Supplier establishes and maintains local authority, legislative compliance and internal governance across all accounts within the SOW with regard to EHS and employment standards for each site within scope. 
2. CBRE / client requirements are met.
3. Supplier provides the janitorial services detailed within the SOW for each aspect of the service, ensuring the agreed level of quality, work-order response times, hours, service coverage and customer service standards are consistently achieved. 
4. Supplier is enrolled in the following safety compliance platforms- Avetta or IAN and is registered in EcoVadis. (Note: This program may vary by country).
5. Supplier maintains trained staff to deliver services professionally and consistently from documented SLA’s from which the supplier can be managed and measured

1. SLA Objectives

2. SLA Desired Outcomes

JAN-031 - Ver 1.1 (Apr 23)

SLA’s and their definitions may be enterprise wide across an individual account, or may vary by country, area, site, service or end user-group, documented individually within local formal SLA and SOW flow-downs. SLA’s may also change throughout the term of the contract, according to the changing requirements of CBRE and clients and to accommodate fluctuations in building population, square footage and building utilization. 

Service levels are defined and agreed between CBRE and the supplier prior to contract go-live and in accordance with the relevant terms of the flow downs either in place or in the process of completion. 

SLA’s shall be developed with service specifications and service standards. The SLA’s may only be modified through formal documented authorization and approval by CBRE, through an agreed change control process for each SLA revision. Authorized changes to SLA’s shall not become effective until the formal authorization process is concluded, client authorization has been obtained and key stakeholders, affected parties and clients are appropriately informed.

CBRE is responsible to ensure that the supplier adheres to and delivers upon the service levels within the SLAs, making every effort to swiftly remediate any situation where janitorial service performance falls outside of agreed service levels, within agreed timelines. Understanding the true drivers behind a supplier not delivering an agreed SLA is key, when managing janitorial service suppliers. 

The key metrics with which to measure the SLA performance should be aligned to the GWS client contract metrics, identified and documented with the supplier, representing the agreed KPI’s against which the suppliers performance shall be managed.

3. SLA Key Notes

1. Define and document all key Janitorial Services activities,- SOW, performance level targets and measurements, penalties at risk, minimum hours and scheduling, alignment to the CBRE client contract.
2. Identifying the level of quality, specification, quantity and measurement of the services and any items that are outside of the supplier’s scope.

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