An integrated facilities management contract is only as good as the service levels written into it. Many SLAs in the market describe intentions rather than obligations. These are the clauses worth arguing over before signature.
Criticality tiers, defined by impact
Group faults by what they stop, not by which trade fixes them. Loss of cooling in a data room, a lift entrapment, a fire system fault and a flooding incident belong in the highest tier with the shortest response. A flickering corridor light does not.
Response time and rectification time are different
Response is attendance on site. Rectification is the fault cleared. Many contracts measure only the first, which is why buildings can show excellent SLA compliance and terrible tenant satisfaction at the same time. Measure both.
KPIs that can actually be audited
PPM completion against plan, first-time fix rate, repeat fault count per asset, planned versus reactive work ratio, audit scores by area, and complaint resolution time. Each should have a data source you can inspect, not a number the contractor types into a slide.
Measurement method stated in the contract
Who logs the fault, from what timestamp the clock runs, what counts as a valid pause, and who arbitrates a dispute. Without this, every performance discussion becomes a debate about definitions.
Proportionate remedies
Service credits should be meaningful enough to change behaviour and modest enough to keep the contractor solvent and cooperative. A regime that only punishes creates hidden cost elsewhere, usually in staffing quality.
Governance rhythm
Monthly operational review, quarterly commercial review, annual strategic review, each with a named attendee list. Contracts fail quietly between reviews that never happen.
Mobilisation and exit
A mobilisation plan with dated milestones for the first ninety days, and an exit clause requiring asset data, maintenance history and certificates to be handed over in a usable format. The second clause protects you from being locked in by your own records.
Compliance evidence
Require ISO certification, training records, risk assessments, permits to work, and the right to audit on reasonable notice. In Qatar, also confirm how Civil Defence, Municipality and Kahramaa requirements will be tracked and evidenced.
We are happy to review a draft scope with you. See our facilities management services or get in touch.
