Cleaning Services Service Level Agreement
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Document Overview
A Cleaning Services SLA is a legally binding contract between a cleaning service provider and a client that defines:
• The scope of cleaning services to be provided (areas, frequency, standards, special cleaning).
• The performance levels required (timeliness, quality, safety, hygiene).
• The roles and responsibilities of both the cleaning company and the client.
• The remedies, penalties, or service credits if the provider fails to meet agreed standards.
• The health, safety, security, and compliance obligations involved.
Key Components of a Cleaning Services SLA:
1️. Parties to the Agreement
2️. Scope of Services
3️. Cleaning Schedule
4️. Service Hours
5️. Performance Standards
6️. Personnel Management
7️. Cleaning Materials and Equipment
8️. Health, Safety & Compliance
9️. Client Responsibilities
10. Provider Responsibilities
11️. Quality Assurance & Monitoring
12️. Incident Response & Resolution
13️. Service Credits & Penalties
14️. Claims Process
15️. Termination
16️. Limitation of Liability
17️. Force Majeure
18️. Governing Law
Purpose of a Cleaning Services SLA:
1. Assures that workspaces, public spaces, restrooms, and other areas remain properly cleaned and disinfected to protect employees, customers, and visitors.
2. Outlines exactly what areas will be cleaned, how often, to what standard, and using which methods.
3. Ensures proper sanitation, especially in sensitive environments such as hospitals, schools, government offices, and food production facilities.
4. Holds the service provider legally accountable for poor performance, skipped tasks, hygiene breaches, or safety failures.
5. Ensures smooth daily operations by preventing unsanitary conditions, pest infestations, or health violations.
6. Ensures compliance with Kenya’s:
• Public Health Act
• Occupational Safety and Health Act (OSHA, 2007)
• Kenya Data Protection Act, 2019 (for personal data of staff or clients)
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