Airport management requires service level agreements (SLA) as a framework through which a company, agent or concession undertakes to provide the airport a service under certain conditions with some minimum quality and performance levels. These are ensured by measuring and assessing them to verify the level of fulfilment. Thus, together with our clients, we establish a set of service indicators and parameters, and we identify weaknesses so that improvement actions and procedures can be carried out. Since the beneficiaries of such services include both the client and the users, we carry out audits to detect the level of service perceived by the users, and incorporate this information as an additional indicator. At AERTEC Solutions we have extensive and recognised experience in the monitoring of agreements in commercial, handling, PRM, security and public information services.