Service level agreements can be created within an organization describing the services needed by an internal team or department, or they can be used for outsourcing services such as facility management services. We have also provided below a list of typically larger repair and exchange services (also known as „projects“) that will facilitate the management of the facilities, but only if they are funded by the applicant and after approval by the Capital Work Group, the Dean of the College or the Propstes. Emergency – (issues, large or small that can jeopardize the academic mission, structural integrity or operation of critical building systems) A service level agreement (SLA) defines in detail what a service provider must provide under the agreement and the standard of the services they provide. Service level agreements tend to indicate the achievements required for the service instead of defining how the service is to be provided. They can be divided into two components: In order to meet fair and reasonable expectations, we offer the following service level agreement, based on our human resources, areas of expertise and resources. Facility Management provides a response to requests based on the following priority level given to each work order request: creating an SLA can be a complex process that describes the requirements previously provided by a number of parts of an organization structured and managed in different ways. Care should be taken to ensure that there is no indication of a higher level of performance than is actually necessary or that it has not been provided in the past.