# Facilities SLA - [Site name]

**Effective from:** ______________  **Owner:** Facilities Manager  **Review cadence:** Every 6 months

## Working hours

- Core hours: **Mon-Fri, 07:00-19:00** (adjust for site - e.g. 24/7 for hospitality or healthcare)
- All SLA response and fix times are measured in working hours, not wall-clock hours.
- Bank holidays are non-working days unless the site operates 24/7.

## Tiers

### Priority 1 - business-stopping

- Definition: prevents the site operating or presents an immediate health & safety risk. Examples: total power loss, water leak into occupied space, lift entrapment, fire-system fault, gas leak.
- Response: **within 30 working minutes**
- Fix or workaround: **within 4 working hours**
- Escalation on breach: Facilities Manager notified immediately; Operations Director at 2x SLA.

### Priority 2 - business-impacting

- Definition: significantly degrades the site's operation but a workaround exists. Examples: single-toilet outage, one-of-many HVAC unit fail, meeting-room AV fault, minor water ingress.
- Response: **within 2 working hours**
- Fix: **within 1 working day**
- Escalation on breach: Facilities Manager notified.

### Priority 3 - planned or comfort

- Definition: a request that does not impact operations. Examples: temperature preference adjustments, cosmetic repairs, furniture moves, general improvements.
- Response: **within 1 working day**
- Fix: **within 5 working days** (or agreed scheduled date)

## Escalation route

- Occupants can escalate any ticket they believe is mis-triaged with a single-click **Escalate** action, which routes directly to the Facilities Manager (not the helpdesk queue).
- The Facilities Manager reviews within 1 working hour and either re-tiers the ticket or explains the current tier back to the occupant.
- Repeated valid escalations trigger a triage-training review.

## Reporting

- Attainment is published monthly to all occupants: percentage of tickets meeting SLA at each tier, headline miss reasons, and any tier changes.
- Attainment below 85% at any tier triggers a re-tiering conversation.
- Attainment above 98% for two consecutive quarters triggers a review of whether the tier is too generous.

## Scope exclusions

- Landlord-owned building services (e.g. shared common parts) fall under the landlord SLA and are logged for information only.
- Statutory inspections (lifts, F-gas, fire systems, pressure vessels) run to their regulatory schedule, not this SLA.

_Free to use commercially. Adapt for your site and occupant mix._