Service Level Agreement
A formal agreement between a service provider and customer that defines the expected standard of service, including response times, performance metrics, and remedies if those standards are not met.
A service level agreement (SLA) is a documented commitment between a service provider and a customer that sets out what standard of service will be delivered and how performance will be measured. Typical components include response times, resolution timescales, and remedies such as service credits or compensation if the agreed level is not met.
SLAs are common in IT services, facilities management, and outsourced contracts, but they appear across any industry where a business has an ongoing service obligation to a customer.
SLAs in Trade and Service Businesses
For trade businesses - electrical contractors, plumbing firms, AV integrators, or facilities managers - an SLA typically governs planned and reactive maintenance contracts. It might state that all reactive callouts are attended within 4 hours and resolved within 24 hours, or that planned maintenance visits occur quarterly. These commitments set customer expectations clearly and give both parties a reference point if a dispute arises.
SLAs operate in both directions. A supplier providing goods under a preferred-supplier arrangement may commit to a 48-hour lead time as part of an SLA, giving the buyer certainty around project scheduling.
Keep SLA terms in the job or contract record
If you manage multiple maintenance contracts each with different response time requirements, storing SLA commitments inside the job or contract record - rather than in a separate document - means your team can see exactly what is required the moment a callout comes in.
Managing SLA compliance becomes easier when job records, contract terms, and callout history sit in one place. Zigaflow's contracts and jobs modules let businesses attach service commitments directly to customer accounts, making it straightforward to track whether response and resolution targets are being met.
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