SLA's form part of the Contractual arrangements that define and document Service activities, performance levels, and measurements that cover the Services aligning with 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's 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 and, represent the agreed KPIs compared with the Supplier's performance.

A well-crafted SLA 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

SLA Objectives

SLA Desired Outcomes (as a minimum)

RL-007 Ver 1.0 (Jan 24)

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Introduction

Useful Links

Supplier establishes and maintains local authority legislative compliance, and internal governance across all Services to be performed on site and for each site within scope

CBRE / Client requirements are met

Supplier 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 

(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

Resource Library

Developing SLA's 

Resource Library

Page 1 of  1

1:

Define expected Service Levels

2:

Establish accountability 

3:

Ensure Quality Service delivery

4:

Resolve Disputes

5:

Ensure Continued Improvement

6:

Align Client Expectations

  • Provide a brief overview of the purpose and scope of the SLA
  • Identify the parties involved, including the service provider and the customer
  • Clearly state the objectives of the SLA, such as ensuring quality service delivery, defining expectations, and maintaining customer satisfaction
  • Define the scope of the services that will be covered by the SLA, including specific functions, processes, or areas of support
  •  Provide a detailed description of the services to be provided, including the specific activities, tasks, or deliverables
  • Clearly define the service levels, performance targets, and quality standards to be achieved 
  •  Identify the key performance indicators (KPIs) used to measure the performance of the services
  • Define the specific metrics, such as response time, resolution time, availability, or uptime
  • Set the performance targets for each metric, specifying the acceptable levels of performance.
  • Clearly define the roles and responsibilities of both the Supplier and the customer 
  • Specify the activities, tasks, or obligations of each party in ensuring successful delivery
  • Include any escalation procedures, contact points, or communication channels
  • Establish regular reporting mechanisms to monitor and evaluate the performance of the services
  • Define the frequency, format, and content of the reports to be provided by the service provider
  • Determine the review process for the SLA, including how often it will be reviewed and revised 
  •  Clearly outline remedies or penalties that will be applied if the service provider fails to meet the agreed-upon performance targets
  •  Specify the consequences for non-compliance, such as financial penalties or service credits
  • Define the process for managing changes to the SLA, including how changes will be proposed, evaluated, and implemented
  • Address the need for formal change requests and approvals 
  •  Include provisions for protecting confidential information and ensuring data security
  •  Specify any security requirements or protocols that need to be followed
  • Define the conditions and procedures for terminating the SLA, including notice periods and the resolution of any outstanding issues
  • Include mechanisms for dispute resolution, such as mediation or arbitration

1:

SLA Introduction

2:

Objectives and Scope

3:

Service Description

4:

Performance Metrics and Targets

5:

Roles and Responsibilities

6:

Reporting and Review

7:

Remedies and Penalties

8: 

Change Management

9:

Confidentiality and Security

10:

Termination and Dispute Resolution

Steps in Developing a SLA

  • Include spaces for signatures from both parties to indicate agreement and commitment
  • Clearly state the effective date of the SLA

11: 

Signatures and Effective Dates

Sourcing Negotiation Template
Supplier Negotiation-Suggested Questions
SLA Templates