Crafting Service Level Agreements with Your Maintenance Partners
Lock in response times, reporting standards, and pricing transparency with professional SLAs that scale.
Strong maintenance partnerships depend on clarity. A well-structured service level agreement (SLA) protects residents, landlords, and contractors.
Define categories and timeframes
Segment issues into emergency, urgent, and standard. Agree target response and resolution times for each band, including out-of-hours protocols.
Detail communication expectations
Require photo or video updates, digital signatures on completion reports, and escalation paths when parts are delayed.
Align incentives
Introduce quarterly performance reviews with bonuses for consistent SLA adherence and tenant satisfaction scores.
Documenting expectations reduces disputes and accelerates fixes.
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