To maintain high service standards across our managed properties, every Work Order (WO) issued to vendors comes with a clear Service Level Agreement (SLA).
Your SLA compliance directly impacts your Vendor Performance Report — here's how SLA deadlines are set, how they are calculated, and how to ensure your team stays compliant.
1. SLA Timelines by Work Order Type & Priority
SLA deadlines depend on the category and priority level of the assigned work:
| Work Order Type | Priority | SLA Response / Completion Deadline | Examples |
| Emergency | Any | WO Issued Time + 4 Hours | Critical safety or liability issues: burst main pipes, trapped lifts, active electrical fires, basement flooding. |
| Compliance | Any | Before Asset Due Date | BMSMA statutory requirements: must be completed before the asset's specific Certificate Expiry Date expires. |
| Reactive (Fixing broken items) | High | WO Issued Time + 24 Hours | Main security gate broken, corridor lights completely blacked out. |
| Reactive (Fixing broken items) | Medium | WO Issued Time + 3 Days | Faulty intercom, gym air-conditioning unit leaking. |
| Reactive (Fixing broken items) | Low | WO Issued Time + 7 Days | Scratched paint inside a lift car, squeaky door hinge. |
| Periodic (Routine servicing) | Any | Before Due Date | Scheduled monthly landscape pruning, pool cleaning, or grease trap clearing. |
| Improvement (Upgrades) | Any | Before Due Date | Project-based upgrades: replacing estate lightbulbs with LEDs, painting new drop-off zone markings. |
2. How the SLA Timer Is Calculated
The SLA timer tracks the exact duration between when a Work Order is issued and when work is officially marked complete:
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Clock Starts: The exact timestamp when the Work Order status changes to Issued (WO Issued Time).
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Clock Stops: The exact timestamp when the Work Order status changes to Completed.
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Due Date Logic (Periodic / Compliance / Improvement): These tasks must be submitted on or before 23:59 (11:59 PM) on the specified target or
due_date.
Note on Verification: Submitting incomplete documentation or failing to attach required completion photos will stall verification and may result in the Work Order being sent back, extending your recorded completion time.
3. How SLA Compliance Affects Your Vendor Performance Report
Your SLA Compliance Rate in the Vendor Performance Report is calculated as:
SLA Compliance Rate (%) = (Work Orders Completed Within SLA / Total Work Orders Assigned) x 100%
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On-Time (Compliant): Work Order completed on or before the calculated SLA timestamp/due date.
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Overdue (Non-Compliant): Work Order completed after the SLA timestamp/due date.
Maintaining an SLA compliance rate above 90% keeps your vendor profile in good standing for automatic work order dispatch and priority selection for upcoming maintenance contracts.
