An Service Level Agreement (“SLA”) pulls together information on all the contracted services and their agreed-upon expected reliability into a single document. They clearly state metrics, responsibilities and expectations so that, in the event of issues with the service, neither party can plead ignorance. It ensures both sides have the same understanding of expectations.

The SLA should include specifics related to services provided (and what’s excluded), conditions of service availability, standards such as time window for each level of service (prime time and non-prime time may have different service levels, for example), responsibilities of each party, escalation procedures, and cost/service tradeoffs.  Definitions of measurement standards and methods, reporting processes, contents and frequency, and a mechanism for updating the agreement as required.

We at Trocki Property Management, are one of the few Association and Property Management Companies in the country that provides this document to its clients.  A sample of our defined paramaters include:

Meter Reading – Readings to be completed and entered billing system by the 12^th day of February, May, June and July (closest business day).

Billing Process -Variance analysis of uploaded meter readings to be completed by the 15^th day of February, May, June and July (closest business day).  And variance issues will be scheduled for trouble-shooting the next business day or sooner (dependent on the magnitude of variance).

Collection Process – Deposits to be posted weekly to the Billing Collection System with physical bank deposits occurring minimally once a week or at least twice a week if more than $5,000.

Phone or email Inquiries – Regarding billing, assessments and collections to be responded to by next business day.

We at Trocki Property Management look forward to hearing from you soon in regards to Service Level Agreements and other product offerings.  Call 814.431.9005 or email info@trocki.today.