SLA’s define and document XXXXXX activities, performance levels and measurements which should cover all sub lines of XXXXX aligning to the CBRE and Client contract. Identifying the level of quality, specification, quantity and measurement of the Services, as well as identifying the aspects that are, outside of the Supplier partners scope need to be considered carefully when crafting the details.
The key metrics that are used to measure the SLA performance are to be aligned with the CBRE client-contract metrics, identified and documented with the Supplier partner, and representing the agreed upon KPI's compared with the Supplier partners performance.
A well crafted SLA offers benefits to both CBRE and the Client as:
They form the basis of operational reviews
They encourage good business practice and continuous improvement
They are a fair and consistent way to support practical performance management
- Define and document XXXXXX activities, performance levels and measurements aligned to the CBRE client contract
- Identify the level of quality, specification, quantity and measurement of the Services to be performed and any items that are outside of the Supplier partners scope
- Supplier partner establishes and maintains local legislative compliance, and internal governance across all XXXXX within the SOW regarding ALL XXXXX activities 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 and frequency and customer service standards are consistently achieved
- Supplier partner maintains trained staff to deliver the services professionally and consistently from documented SLA’s from which the supplier partner can be managed and measured
2. SLA Objectives
3. SLA Desired Outcomes
Ver 1.0 (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 or occupancy types etc.,
Service levels are defined and agreed between CBRE and the Supplier partner 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 authorisation and approval by CBRE through an agreed change control process for each SLA revision. Authorised changes to SLA’s shall not become effective until the formal authorisation process is concluded, Client authorisation 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 Service performance falls outside of agreed service levels and within agreed timelines. Understanding the true drivers behind a supplier not delivering an agreed SLA is key when managing Security Services as they can change regularly. There are often logistic or labour resource challenges for Security Service Supplier partners that create issues with SLA archival, must be identified and understood in order to effectively remediate sub-standard Supplier partner performance.
The key metrics to measure the SLA performance should be aligned to the Client contract metrics, identified and documented with the Supplier partner, representing the agreed KPI’s against which the Supplier partners performance shall be managed.
3. SLA Key Notes
Confidential & Proprietary | 2023 CBRE Inc.
1. Introduction
4. Useful Links
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CBRE SLA's are and should be designed and implemented to reflect both Quantitative and Qualitative performance measures.
Quantitative measures can be defined such as- The number of patrols x the number of guards and the number of hours worked in a given period
Qualitative measures are usually defined as an "output", so in relation to a Quantitative measure it might mean "zero" incidents reported.
A SLA that works and adds Value to the operations should incorporate the following key features:
2. SLA Measurements
3. SLA Features
Ver 1.0 (Apr 23)
Every site, facility and cluster where a XXXXX is procured from a Supplier partner on behalf of a Client, a suitable SLA must be created with the Supplier partner, recorded and kept by the account at site and kept up to date to reflect any changes.
SLAs must be agreed between CBRE and any Supplier partner providing the following services:
- xxx
- xxx
- xxx
Typical Services provided under a contract
4. Minimum standards to apply and Typical Services provided
Confidential & Proprietary | 2023 CBRE Inc.
1. Introduction
It is Owned by CBRE- the SLA owner
THE SLA can be delivered and is SMART
It Drives outputs and outcomes
It does not contain vague and misleading statements
It is measured and also reported on
It provides impetus for continuous improvement
It is agreed by ALL parties including the Supplier
SLA contents are relevant to the services delivered
It is not a means to be unjust to the Supplier
The Supplier can achieve outputs without adding cost
5. Useful Links
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Site must complete the standard format SLA for all Sites and Clusters – working with Security Service providers to populate these. All SLAs are to be contained within the Account Security Manual and also form part of the agreed MSA / PSA document.
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SLA Measurement
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SLA’s will require customization based on the services being delivered.
Below is a sample of the SLA’s that can be put in place.
Ver 1.0 (Apr 23)
Confidential & Proprietary | 2023 CBRE Inc.
Key Result Area
Key Performance Indicators
Measurement
Method
Timing
Customer Service
XXX
xxx
xxx
xxx
XXX
xxx
xxx
xxx
XXX
xxx
xxx
xxx
XXX
xxx
xxx
xxx
XXX
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xxx
XXX
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xxx