Build a safe CAM deadline SLA
An SLA sets a service clock.
For CAM work, use two clocks. One tracks the lease window. One tracks your team's work.
Never let an internal target replace the signed lease.
Record the outside clock
Start with facts that may control the client's rights.
| Field | Record |
|---|---|
| Statement date | Date shown on the statement |
| Delivery date | Supported date the client received it |
| Delivery source | Email, portal, mail, or other record |
| Lease window | Exact signed lease words |
| Client decision date | Date the client needs a choice |
| Date reviewer | Person who checks the outside clock |
Do not use a broad day range. The lease and delivery facts can differ by file. Send legal timing questions to counsel.
Define the complete-file gate
Do not start your clock on the first loose email.
| Required item | Pass test |
|---|---|
| Client authority | Named owner approved the work |
| Lease chain | Signed lease and changes are present |
| CAM statement | Period and billed lines are clear |
| Known backup | Held files are listed |
| Scope | Work and signer are named |
| Outside clock | Date source has been checked |
Record the time when this gate passes. That moment starts the internal clock.
QX Accounting lists scope, time, quality, messages, and late-work routes. It calls these SLA parts. This is practice help, not CAM law.
Set each work lane
Use firm-set targets. Do not copy another firm's times.
| Lane | Start | Finish | Owner |
|---|---|---|---|
| Intake | Complete-file gate | Source record approved | Intake lead |
| Base review | Approved source record | First workpaper ready | Maker |
| Exception review | Open issue logged | Route or answer chosen | Checker |
| Signoff | Checked report ready | Signer choice saved | BPO signer |
| Delivery | Signed work ready | Client receipt logged | Client lead |
Add a warning point before each target. The warning should name an owner and next action.
CBRE lists reports and work checks. Use those as work lanes with set goals. CBRE sets no one SLA.
Write pause and resume rules
A pause needs proof. So does a restart.
| Pause event | Required record | Resume proof |
|---|---|---|
| Missing lease change | Named missing file | Signed file received |
| Unclear statement period | Open period question | Period confirmed |
| Missing landlord backup | Exact request list | Needed support received |
| Client choice needed | Written decision request | Client answer saved |
| Counsel question | Legal issue log | Counsel route confirmed |
The BPO should tell the client when a pause begins. State what is missing. Do not promise a new date before the resume gate passes.
A VJM outsourcing guide says an SLA sets work rules. Use that service point only. Do not use its speed or savings claims.
Escalate a missed target
Use a short breach record.
- Name the missed lane.
- State the known cause.
- Show any client or source block.
- Name the recovery owner.
- Set the next firm-approved check.
Do not call a lease deadline an SLA breach. Track outside risk in its own field.
Where CAMAudit fits
CAMAudit runs branded CAM audits. It works for the lease admin BPO. The BPO starts after its file gate passes.
The tool can flag items and cite source lines. Fixed rules run the math. Your team still checks every date.
CAMAudit builds a branded report for review. The BPO reviews and signs before the delivery clock ends.
It can also prepare a dispute letter draft. It is for your review.
It is not legal advice. Have counsel review before sending.
Place this clock in Practice Growth. The lease admin BPO plan shows the wider lane. The lease resource hub keeps the normal path.
Start with service handoff. Check with the quality sheet. Use the backup matrix for a missing file.
Keep firm ownership on the lease admin page. Add the clock to the offer. Use the service line guide.