2. Service Level Agreement (SLA)

Definition: A Service Level Agreement (SLA) is a formal contract or agreement between a service provider (in this context, a tradie or contractor) and a client (the property manager or real estate agency) that defines the level of service expected from the provider. It typically outlines specific metrics, responsibilities, and terms for the service, such as response times for emergencies, completion deadlines, quality standards, and communication protocols. SLAs help set clear expectations and provide a benchmark for evaluating a tradie's performance.