Three tiers, not seven
The most credible SLA structures we've seen have three tiers, not seven. Priority 1 (business-stopping — fix within 4 working hours). Priority 2 (business-impacting — fix within 1 working day). Priority 3 (planned or comfort — fix within 5 working days). More granularity looks sophisticated on paper and confuses everyone in practice. Fewer tiers means less arguing about triage.
Working hours, always
Facilities SLAs measured in wall-clock hours instead of working hours produce impossible weekends and cynical staff. Publish the working-hours definition alongside the SLA (Mon-Fri 07:00-19:00 is typical for corporate sites; 24/7 for hospitality and healthcare) and stick to it. Occupants respect a clear working-hours model far more than they respect a fudged wall-clock one.
The honest attainment number
The SLA that never gets reported is the SLA that never gets improved. Publish attainment monthly to occupants — actual percentage hit at each tier, with the miss reasons summarised. Attainment below 85% is a re-tiering conversation; attainment above 98% suggests the tiers are too generous. Either way, honest reporting is the flywheel that keeps the SLA honest.
The escalation the occupant can trigger
Occupants need one route to escalate a genuinely mis-triaged ticket without becoming a nuisance. A one-click 'this is more urgent than you've logged it' button, routed to the facilities lead not the helpdesk, resolves 90% of the goodwill problem. The other 10% is a training conversation with the triage team, and that's easier to have when you can point at the data.
Three tiers, working hours, honest attainment reporting, one-click escalation. That's a facilities SLA occupants will trust.