SLAs define and document Security Service activities, performance levels, and measurements which should cover all sub-lines of Security 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 partner'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 partner and represent the agreed-upon KPIs compared with the Supplier partner's performance.
A well-crafted SLA offers benefits to both CBRE and the Client:
- They form the basis of operational reviews
- They encourage good business practices and continuous improvement
- They are a fair and consistent way to support practical performance management
- Define and document Security Services 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
2. SLA Objectives
3. SLA Desired Outcomes
SS-019 Ver 1.0 (May 23)
SLAs 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. SLAs 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 upon between CBRE and the Supplier partner prior to the contract's go-live and in accordance with the relevant terms of the flow-downs either in place or in the process of completion.
SLAs shall be developed with Service Specifications and Service Standards. The SLAs 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 SLAs 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 partner 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, which 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.
4. SLA Key Notes
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1. Introduction
5. Useful Links
Supplier establishes and maintains local authority legislative compliance, and internal governance across all Security 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 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
Security Services
SLA Development
Contracting
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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
SS-019 Ver 1.0 (May 23)
Every site, facility and cluster where a Security service 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:
- A guard services in all its forms i.e. site guarding, mobile patrols, key holding, alarm responses etc.
- Alarm monitoring – alarm receiving central station services
- Remote Monitoring services
- Security systems maintenance (including mail x-ray scanners)
- Confidential waste removal and destruction
The SLAs must be at site, facility and / or cluster level. For multiple identical premises e.g. retail, a single SLA can cover all the premises if they are all the same.
Typical Services provided under a contract
4. Minimum standards to apply and Typical Services provided
Confidential & Proprietary | 2024 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
Site based Guards
Mobile Patrols
Reactive Patrols
Alarm Monitoring
Remote Operations
Reception Services
Badge Aministration
Key Management
Scanning Services
Site Access
Identity Authentication
Traffic regulation
Fire / Theft Detection
Video Surveillance
Event Management
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.