Contract performance terms
What Is a Service Level Agreement for Janitorial Services?
A scope says what gets cleaned. An SLA says how well, how fast and what happens when the standard slips, which is where most janitorial disputes start.
The short answer
A janitorial service level agreement is the part of a cleaning contract that turns the scope into measurable commitments: the inspection score the work must meet, how each priority of request is handled, how staffing gaps are covered and what happens when a standard is missed. A useful SLA names the measurement method, sets thresholds from a baseline inspection rather than a guess, and links misses to graduated remedies: re-cleaning, a corrective action plan, service credits and, for repeated failure, termination for cause.
The building blocks of a janitorial service level agreement
Most SLAs have six parts. Each needs a definition, a measurement and an owner, or it becomes an argument later. Attach the SLA to the contract as an exhibit and make sure the contract says remedies in the SLA are enforceable.
| Element | What it defines | Sample wording |
|---|---|---|
| Quality standard | Minimum inspection result by area type | Monthly average at or above the agreed threshold, scored on the form in Exhibit C |
| Request handling | Priority tiers and the time allowed for each | Safety hazards staffed on the same shift; routine requests done at the next scheduled service |
| Staffing | Shifts covered and supervision on site | Every scheduled shift filled; supervisor walks the site at least weekly |
| Periodic work | Floors, carpets, glass and high dusting on a calendar | Completed in the scheduled month and recorded in the service log |
| Reporting | What the vendor reports and when | Monthly summary of scores, requests and deficiencies closed |
| Remedies | The consequence ladder for misses | Re-performance at no charge, then corrective plan, then credits |
How to set score thresholds that hold up
Set the threshold after a baseline inspection, not before. In the first month of a new contract, inspect jointly, score every area type, and agree on where the building stands. A target pulled from another contract may be impossible in an older building or far too easy in a new one.
Use two numbers rather than one: an average for the building and a floor below which no single area may fall. That stops a vendor from offsetting a failing restroom with a well-kept lobby. Expect restrooms, breakrooms and clinical areas to carry stricter thresholds than storage or mechanical spaces, and avoid perfect-score targets, which reward generous scoring instead of better cleaning.
Priority tiers that match the staffing model
Define tiers by consequence, not by who complains. A tenant executive's coffee stain is not more urgent than an empty soap dispenser in a busy restroom. Then check that the time allowed for each tier is possible with the staffing you are buying: a night-only crew cannot fix a lunchtime spill unless the contract includes a day porter or an on-call arrangement.
Measure two moments for each request: when it is acknowledged and when it is resolved. Many SLAs report both, so a vendor that answers quickly but fixes slowly is visible.
- Urgent: safety hazards, flooding, biohazard spills, restrooms out of supplies during occupied hours
- High: visible problems in lobbies or public areas, missed service reported by a tenant
- Routine: minor misses, small additions to the scope
- Scheduled: requests for periodic work, moved into the floor or glass calendar
Remedies that fix the building, not just the invoice
Graduated remedies keep both sides focused on cleaning. The first miss is re-cleaned at no charge. A pattern triggers a written corrective action plan with owners and dates. Continued misses earn service credits sized to matter, and a defined run of failing months leads to a cure notice and, if uncured, termination for cause.
Some owners add a positive side as well, such as an option to extend the term after sustained performance. Whatever the ladder, write the trigger for each step in numbers, for example a set count of consecutive months below threshold, so nobody debates whether a problem is chronic.
Measurement rules and exclusions to write down
Most SLA disputes are about measurement, not cleaning. Settle these points in the exhibit before the first inspection.
- Who scores: vendor self-inspections, joint inspections, or both, and which counts for remedies
- How many rooms are sampled each month and how they are chosen
- Whether inspections are announced or unannounced
- How a disputed score is resolved, such as a joint re-inspection with photos
- Exclusions: areas locked on the night of service, tenant events, construction, owner-supplied items out of stock
- When targets are reviewed, such as quarterly and after major occupancy changes
How EBS documents service levels
EBS supervisors run routine and unannounced inspections in the eHub system, which records what was checked, what fell short, the corrective action taken and when it was completed. Those records give an SLA its evidence. Backup staffing keeps scheduled shifts covered, escalation support handles problems that need a manager, and 24/7 priority support is available for urgent calls. Supervisors stay in direct contact with the client, so scores and trends are discussed rather than just filed.
Related questions
Still not sure? A supervisor can answer at the walkthrough.
Request a walkthroughAll questionsIs an SLA separate from the janitorial contract?
Usually it is an exhibit to the contract rather than a standalone document. What matters is that the contract incorporates it and states that its remedies apply. An SLA left outside the contract tends to be treated as a goal rather than an obligation.
What inspection score should an SLA require?
There is no universal number. The right threshold depends on the scoring form, the cleanliness level you are paying for and the building's condition. Set it from a joint baseline inspection, use a stricter standard for restrooms and clinical rooms, and revisit it after the first quarter.
Do service credits actually improve cleaning?
Only alongside correction. Credits get attention, but a vendor that simply absorbs them has not fixed anything. Pair each credit with a corrective action plan and a follow-up inspection, and reserve credits for repeated misses rather than single bad nights.
Does a small office need a formal SLA?
A short one helps. One page can name the standard, the contact for requests, how urgent issues reach the vendor, a monthly walk with the supervisor and what happens after repeated misses. That is enough structure to resolve most problems before they become a vendor change.
How does an SLA relate to KPIs?
KPIs are the measurements, such as inspection scores, request volumes and staffing fill. The SLA is the commitment attached to some of them, with a threshold and a consequence. You can track more KPIs than the SLA enforces, which is often wise in the first year.
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