Introduction to service level agreements

Guidance note

  • Procurement
  • Login to view

01 December 2017

Introduction to slas

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.

Have a question about this product? Contact our research and insight team at 

Log in to view more

This resource requires you to login or purchase before viewing. Access these downloadable pdfs in a format that helps IWFM reduce its carbon footprint but also quick and convenient to read on screen. To join IWFM and find out more about how you can access Good Practice Guides free of charge please visit