A Guide to Service Level Agreements

What is an SLA?

A Service Level Agreement (SLA) allows for auxiliary funded departments on campus to receive preventive, predictive maintenance as well as corrective repair service for their buildings and equipment. General fund buildings automatically receive programmed maintenance by function of being a general fund building. We work with the customer to tailor an SLA document outlining the buildings and assets, maintenance tasks, and duration and frequency of each task.

Yearly vs SLA

Many customers tell us “...but I have a yearly!” Really, both an SLA and a “Yearly” allow you to receive service from Facilities Maintenance (FM), however, an SLA provides you with preventive maintenance schedules and annual estimate forecasts—and a Yearly isn’t able to do that. A Yearly is basically an open work order with no valuable tracking or reporting function. A Yearly provides little basis to forecast labor and material requirements (not being able to do forecasting negatively affects FM’s ability to forecast staffing to meet all of our customers' needs).

Why do I need an SLA?

If you want regular preventive maintenance service set up for your equipment and buildings, desire detailed work records, and want to receive estimate and actual cost reports, and want to budget accurately for the future, then you want an SLA.

What is the process?

The process of creating an SLA involves groups across Facilities Maintenance (FM) and Work Management (WM). The WM Preventive Maintenance Planners tag the equipment and create asset lists of equipment in an auxiliary department or building. We also work with Building Automation Systems (BAS) to get a preliminary listing of alarmed points, desired settings, and your designated contacts (if applicable) and the agreed upon action's to be taken upon each alarm condition.

Once the asset lists and other materials are gathered, we meet with the customer and FM region staff to review the materials to ensure the information is complete. Then it’s time to start creating forecasts – with input from the FM Regions and Program Managers – to ensure that the equipment will be serviced fully. The SLA document is then written and reviewed by FM and the customer and once signed, it’s put “into production.”

Our staff are then scheduled against the work outlined in the SLA. Overall FM can forecast the staffing and service hours that are required of our department.

What kind of reports will I get?

At regular intervals (usually quarterly, but can be monthly at the customer’s request), customers will receive reports that detail costs to date for work performed under the SLA. The reports will subtotal actual costs by category (preventive maintenance, correctives, etc) and be separated out by building if the SLA covers multiple buildings.

What does the SLA look like?

Scope of service – a brief overview of the covered equipment and estimated costs (preventive maintenance and corrective repairs)

Financials – what accounts you want charged for your work.

Customer/building specific access information – does the craft need to obtain keys or contact security to access service areas, etc.

BAS information – details the alarmed points and how BAS, FSC and FM respond to an alarmed point: will BAS call in a work order? If so, based on the priority assigned to that BAS point, FSC will dispatch accordingly.

Process/Responsibilities – the agreed upon staff/contacts who can request work.

Contact information – for both FM and the customer

Estimates and forecast details – show frequency and costs for preventive maintenance.

Schedules – show when work orders will be issued for each piece of equipment.

PM Standards – task lists for each PM activity.

FMS Information – instructions for how to look up work schedules by building.

For more information about Facilities Maintenance Service Level Agreements contact:

Samantha Brandt
Program Manager,
Service Level Agreements
326 E Hoover
Ann Arbor, MI 48104
Phone: 734-763-1439
E-mail: Samantha Brandt (get address) (

View or print an SLA brochure.

Content modified: Aug 25, 2017