Service Level Agreement (SLA)

The management of an airport requires the establishment of Service Level Agreements (SLAs) in order to set the level of quality of the services provided by any company, agent or concessionaire at the Airport.

These pre-determined standards are then measured and assessed in order to check the level of compliance. Therefore, a set of indicators and parameters of the service quality level should be established in order to identify any weak points and carry out any improvement actions or procedures.

Given that the beneficiaries of these services are both the client and the end-users, a strict control and monitoring process of the level of the perceived level of quality must be performed. This information