TivloYou've won the contract. The client is happy. You've agreed a price, a start date and roughly what needs doing.
Then six months in, they complain that the staff toilets aren't being deep cleaned weekly. You look at the contract. It says "regular cleaning of sanitary areas." They say weekly deep clean was implied. You say it wasn't.
No one wins that argument.
A well-written service level agreement (SLA) isn't just paperwork. It's what protects your business when expectations drift and what gives your client confidence that you know what you're doing.
Here's how to structure one that works for both sides.
What an SLA Actually Is (and Isn't)
An SLA defines what you will deliver, how you will measure it and what happens when something goes wrong.
It is not a list of tasks. It is an agreement on outcomes, standards and accountability.
The task list (clean the kitchen, empty bins, and mop the hard floors) belongs in the scope of works document. The SLA sits above that and answers: how clean is clean enough, how quickly do you fix problems and what happens if you don't.
Section 1: Define the Service Standards
The most common cause of cleaning contract disputes is vague language. "Cleaned to a high standard" means something different to a facilities manager at a pharmaceutical site than to a small office manager in a serviced building.
Be specific:
- •What does a pass look like? Hard floors clean and dry, no visible dust on surfaces, bins emptied and relined and consumables restocked.
- •What does a fail look like? Residue on floor edges, bins left unemptied and consumables out of stock.
- •How is it measured? Inspection reports, signed off by whom, at what frequency.
If you use a checklist during site visits, include a sample as an appendix. It shows professionalism and removes ambiguity.
Section 2: Response Times and Remediation
This is where disputes live if you don't nail it down.
Your SLA should specify:
For reported issues (client raises a concern):
- •Acknowledgement time: "We will respond to all reported issues within 4 business hours."
- •Resolution time: "We will attend to remedy within 24 hours of confirmation" (or 48, or 72 - depends on your operation).
For missed or substandard services:
- •What the client must do to report it (email, portal, phone).
- •What you will do in response (attend site, offer a re-clean, apply a service credit).
Be realistic. Do not promise 2-hour response times if you can't deliver them. An SLA you routinely miss is worse than a more modest one you always hit.
Section 3: Inspection and Reporting
Set out how quality will be monitored over time.
- •Scheduled inspections: how often (monthly? quarterly?), who attends (you, a supervisor and the client's facilities manager), what format the report takes.
- •Spot checks: do you conduct unannounced visits? Many clients see this as reassuring.
- •Escalation route: if an inspection reveals repeated failures, what happens? A formal remediation plan? A contract review?
The client wants to know you are watching. The inspection schedule shows them you take quality seriously rather than just showing up and hoping for the best.
Section 4: Scope Changes and Variations
Cleaning contracts evolve. Staff numbers change, a new wing opens, the client takes on a new kitchen. Without a clear variation process, you'll end up doing extra work for free.
Include:
- •How scope changes are requested (written request from an authorised contact).
- •How you price variations (day rate, per visit, or time and materials).
- •The minimum notice period for changes to be included in the next billing period.
Even a sentence covering this is better than nothing.
Section 5: Service Credits and Remedies
If you fail to meet the SLA, what does the client get?
Some companies resist including any credit clause because it feels like admitting failure in advance. The opposite is true. Offering a proportionate remedy (a partial credit on the affected visit, a re-clean at no charge) shows confidence in your service and gives the client a clear route rather than cancellation.
Keep it proportionate. A full month's credit for one missed bin is not reasonable. A re-clean credit for a failed inspection is.
Section 6: Termination and Exit Terms
Both parties need an exit route that is fair.
Standard terms:
- •Notice period: 30 or 60 days written notice by either party.
- •TUPE obligations: If you are taking over from another cleaning company, or they are replacing you, TUPE regulations may apply to your staff. Flag this explicitly.
- •Equipment and access: How keys, fobs, or access cards are returned on exit.
Make Your SLAs Easy to Track
Writing a solid SLA is step one. Keeping track of whether you're meeting it is step two - and that's where most cleaning companies fall down.
If your inspection reports live in someone's email inbox and your client calls are logged in WhatsApp, you're flying blind. When a client queries your performance, you have no evidence to show them.
Tivlo gives cleaning companies a client portal where inspection reports, service logs and documents are visible to both sides in one place. No more hunting through emails. No more disputes about what was agreed.
Find out where your contract management stands with our free Cleaning Business Scorecard. It takes 5 minutes and gives you a clear picture of what's working and what needs attention.