Service Level Agreement (SLA) Annex
This is an English translation for reference. In case of any difference, the Turkish text prevails.
The times below are sample targets. Exact values are agreed after the survey based on location, working hours and the chosen service level, and are written into the signed annex.
1. Definitions
Business hours: Weekdays 09:00–18:00 (excluding public holidays). Request: A service notice sent by the Client's contact by email, phone or WhatsApp. Non-conformity: A task in Annex 1 that is not done, or done below standard.
2. Service levels
| Measure | Standard | Priority |
|---|---|---|
| First response to a request | 4 business hours | 2 business hours |
| Replacing an absent cleaner | Made up the same day or next business day | Replacement on site within 3 hours |
| Correcting a non-conformity | 24 hours | Same business day |
| Urgent / unplanned cleaning request | Scheduled by availability | Team within 4 hours |
| On-site quality inspection | Once a month | Twice a month |
| Monthly service report | First 5 business days of the month | First 3 business days of the month |
| Management review meeting | Every 3 months | Monthly |
3. Quality inspection and scoring
Inspections follow a checklist based on the areas in Annex 1; each area is scored from 1 to 5. Corrective action is opened for any area averaging below 4.0. The Client's contact may join inspections, and results are added to the monthly report.
4. Corrective action flow
- Report: The Client sends the non-conformity with photos and receives a request number.
- Review: The operations lead identifies the root cause (staff, supplies, planning, access).
- Correction: The non-conformity is fixed within the time above.
- Prevention: For recurring issues, the plan, team or checklist is updated.
- Closure: The record is closed with the Client's approval and added to the monthly report.
5. Service credits
| Situation | Service credit |
|---|---|
| A planned visit is missed and not made up within 2 business days | The full fee for that visit is deducted from the next invoice |
| 3 or more non-conformities in the same month are not closed within target time | 5% of the monthly fee |
| The monthly report is more than 5 business days late | 2% of the monthly fee |
Total service credits in a month cannot exceed 15% of the monthly fee. Obstacles caused by the Client (no access given, area in use, Client-supplied materials missing) do not create service credits.
6. Contact matrix
| Level | MyCarePlus | Client |
|---|---|---|
| Daily operations | Operations lead | |
| Escalation | Corporate account manager | |
| Contract / invoicing | Finance · info@mycareplusgroup.com |