Service Level Agreement

An SLA defines measurable performance standards, response times, and service quality commitments between property owner or HOA and service providers.

SLA MetricStandard Target
Emergency response15 to 30 minutes on-site
Urgent repairs (AC, major leak)2 to 4 hours response
Standard maintenance24 to 48 hours
Routine inspectionsMonthly or quarterly as scheduled
Tenant inquiry responseSame business day
Financial reportingMonthly by 10th of following month
Performance MeasurementEnforcement
Response time trackingDigital ticketing system
Completion rate95% to 98% target
Tenant satisfaction score4.0 out of 5.0 minimum
Uptime percentage99% building systems availability
Penalty clausesFee reduction for missed targets
Performance reviewQuarterly assessment meetings

Related Terms

Property Management AgreementManagement AgreementPerformance StandardsKPIs

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