Nursing Home Facility Management SLA

Effective Date: [Month, Day, Year]

This Service Level Agreement (SLA) is made and entered into by and between [Your Company Name], hereinafter referred to as the "Client," and [Facility Management Company], hereinafter referred to as the "Service Provider." This document defines the services required and the quality standards expected in the management of the nursing home facility located at [Your Company Address].

1. Purpose

The objective of the Service Level Agreement (SLA) is to ascertain that appropriate processes, components, and obligations are set up and clearly outlined. This is essential to guarantee that the Client will receive persistent and dependable facility management service support. As per the SLA, it's the duty of the Service Provider to offer and ensure high-quality, regular service delivery. This will ensure that strict commitments are met, and the client's needs are continually satisfied.

2. Service Scope

The following services are included within the scope of this SLA:

Maintenance and Repairs: Routine and emergency maintenance of all facility-related mechanical, electrical, and plumbing systems.
Housekeeping Services: Regular cleaning and sanitizing of all areas within the facility.
Security Services: Provision of security personnel and surveillance equipment to ensure the safety of residents, staff, and property.
Waste Management: Proper segregation, disposal, and recycling of waste materials.
Groundskeeping: Maintenance of outdoor areas including landscaping, paths, and parking lots.
Compliance and Safety Inspections: Regular checks to ensure the facility meets all health and safety regulations.

3. Service Management

3.1 Service Availability

Services are provided 24/7, with emergency support available at all times.
Regular maintenance and housekeeping services are scheduled during hours that minimize disruption to residents and staff.

3.2 Service Requests

All service requests must be submitted through [Your Company Name]'s designated facility management portal.
Emergency requests can be made via phone at [Your Company Number].

3.3 Response Times

Emergency issues involving utilities or security concerns will be addressed within 2 hours of notification.
Non-emergency maintenance requests will be responded to within 24 hours.
Housekeeping issues reported will be addressed within 12 hours.

3.4 Performance Monitoring

Performance will be evaluated quarterly through audits and feedback from [Your Company Name].
The Service Provider must submit monthly reports detailing all maintenance activities, response times, and resolutions.

4. Responsibilities

4.1 Service Provider's Responsibilities

Maintain staffing levels that ensure quality and uninterrupted service delivery as agreed upon.
Keep all facility management equipment in good working condition.
Provide training to all personnel on the latest health and safety standards.
Implement environmental and energy efficiency standards.

4.2 Client's Responsibilities

Ensure timely payment of all services rendered.
Provide access to all necessary areas within the facility for routine maintenance.
Report any issues or concerns related to facility management in a timely manner.

5. Performance Metrics

Response Time: 95% of emergency maintenance issues are addressed within 2 hours.
Resolution Time: 90% of non-emergency requests are resolved within 48 hours.
Customer Satisfaction: Achieve a customer satisfaction rate of 85% on service delivery.

6. Problem Management

In the circumstance of encountering problems that are directly related to the provided services, both the Service Provider and the Client have mutually agreed upon the necessity of complete cooperation and immediate action to remedy these issues efficiently. Furthermore, the Service Provider is held responsible for the formal documentation of every incident, obliging them to submit comprehensive reports detailing the resolution of the problems to the Client.

7. Escalation Procedures

Level 1: Immediate response is required for any operational failure, with escalation to the Facility Manager.
Level 2: If unresolved within 4 hours, the issue will escalate to the Regional Manager.
Level 3: If the issue persists beyond 12 hours, it will be escalated to the Director of Facility Operations.

8. Review and Amendments

The Service Level Agreement (SLA) that we have in place is subject to a review each year and adjustments may be made. Such modifications will occur only if both parties involved in the agreement provide their mutual consent for the proposed changes. In the interest of transparency and proper preparation, a notice detailing these changes will be provided with a minimum of 30 days to spare before their implementation.

9. Governing Laws and Jurisdiction

9.1 Applicable Law

This Service Level Agreement and its interpretation, and any disputes arising from it, will be governed by and construed in accordance with the laws of the state of [State], excluding its conflict of law principles.

9.2 Jurisdiction

The parties irrevocably consent to the exclusive jurisdiction and venue of the state and federal courts located in [County], [State], for any disputes arising out of or related to this Service Level Agreement. The parties agree that this choice of venue and jurisdiction is mandatory and not permissive in nature, thereby precluding the possibility of litigation between the parties with respect to or arising out of this Agreement in any jurisdiction other than that specified in this clause.

9.3 Compliance

Both parties assert that they are compliant with all applicable laws and regulations and agree to continue to adhere to all such laws and regulations in the execution of their responsibilities as outlined in this Agreement. This includes adhering to laws related to employment, safety, health standards, and privacy.

9.4 Modifications

Any modifications to this Agreement due to changes in the law will be managed through the amendment process described in Section 8 of this Agreement, ensuring both parties agree to the adjustments in compliance with the new legal requirements.

10. Signatures

CLIENT

[Your Company Name]

[Your Name]

[Job Title]

[Month, Day, Year]

SERVICE PROVIDER

[Facility Management Company]

[Company Representative]

[Job Title]

[Month, Day, Year]