MRO-Contracting

SLA Development

SLA’s define and document Food Services activities, performance levels and measurements in relation to all sub-service line Food Services activities to align to the CBRE client contract. Identifying the level of quality, specification, quantity and measurement of the Services, but also identifying the aspects which are outside of the supplier’s scope. Cleaning responsibilities within Food Service facilities are for example, an area which can create uncertainty, it is therefore important to document the demarcation lines between the Food Services suppliers cleaning responsibilities and that of others within the space the supplier utilises and occupies. 

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 their clients and to accommodate fluctuations in building population and food services participation levels. Service levels are defined and agreed between CBRE and the Supplier prior to contract Go-live and in accordance with the relevant terms of MSA/LCA/Flow downs either in place or in the process of completion. 

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. Define and document Food Services activities, performance levels and measurements aligned to align 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. 
  1. Supplier establishes and maintains local authority and legislative compliance and internal governance across all Food Services within the SOW with regard to Food Safety, Food Hygiene, HACCP, HSE & COSHH for each site within scope. 
  2. CBRE / Client requirements are met.
  3. Supplier provides the Food Services detailed within the SOW for each aspect of the service, ensuring the agreed level of quality, portion size, product specification, variety, pricing and customer service standards are consistently achieved. 
  4. An appropriate balance of healthy, cost effective and sustainable products being procured to meet the agreed governing body / association quality standard detailed within the SLA’s, with A grade, class 1 products being the standard, specific local classification. (Note: 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

Ver 1.0 (Jun 22)

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