Introduction to service level agreements

Guidance note

This Guidance Note was first published by the British Institute of Facilities Management (BIFM) which became the Institute of Workplace and Facilities Management (IWFM) on 12 November 2018.

What is a service level agreement?

A Service Level Agreement or SLA is an excellent tool for managing discrete packages of works or services. They are normally agreed between a service receiver – customer; and a service deliverer – supplier. The purpose of this brief Guidance Note is to give some simple and practical suggestions to help both Customers and Suppliers, and is based on live experience in the workplace.

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