What Belongs in Your Commercial Snow Removal SLA

3 min read · Thames Valley Snow, London, Ontario

A service level agreement, or SLA, spells out exactly what a business can expect from its snow removal contractor in measurable terms. A vague contract without a real SLA leaves too much open to interpretation once winter arrives.

Trigger depth and response time should be explicitly stated, not left as a general promise. The SLA should specify what snowfall amount triggers a visit and how quickly service will happen once that trigger is reached, giving both sides a clear, measurable standard.

Scope of service needs to be spelled out in detail, including exactly which areas are covered, whether that's the full lot, specific sidewalks, entrances, or all of the above, and whether salting and de-icing are included or billed separately. Ambiguity here causes the most disputes.

Remedies for missed service should be part of the agreement too. What happens if the contractor misses the response window, whether that's a service credit, priority makeup service, or another form of accountability, should be defined upfront rather than negotiated after the fact.

Thames Valley Snow provides clear written agreements to every commercial client covering trigger depth, scope and documentation, so there is no ambiguity about what is being delivered. If your current contract lacks measurable terms, request them before renewing.

Documentation and Proof of Service

An SLA is only useful if you can tell whether it was met. Require a record for every visit, including time and photos. We send a timestamped photo after every visit, which property managers can forward to owners or keep for insurance purposes. Ask that records cover salting visits as well as plowing.

Salting, Freezing Rain and Refreeze

Many disputes start on days when no snow fell at all. Your SLA should say whether freezing rain and overnight refreeze trigger a salting visit, what product is used, and how very cold days are handled given that rock salt works poorly below about -10°C. If you have pets on site, playgrounds or sensitive landscaping, specify any product restrictions.

Season Dates, Pile Locations and Site Marking

Insurance and Compliance Clauses

Require a certificate of insurance with a stated liability limit, WSIB clearance, and notice if coverage changes. We carry $2,000,000 in liability insurance and are WSIB registered. Include how damage to curbs or landscaping is reported and repaired.

Trigger Depth and Communication

Write the trigger as a number, such as 5 cm, not as "as needed." State who decides the snowfall was reached, how the contractor will communicate during large storms, and who on your side is the contact for urgent issues like a blocked fire lane. Include how to request an extra salting visit and how such requests are billed. Finally, set a mid-season review date so both sides can fix small problems, such as missed corners or poorly placed piles, before they become larger disputes.

Attach the site plan to the agreement so new staff on both sides can see exactly what is covered.

FAQ

How quickly can you quote our site?

Commercial sites are priced per site, and we reply with a written quote within 2 business days.

Do you work with property managers?

Yes. We are an LPMA member and work with managers of multiple sites.

Request a free quote or call or text (548) 888-8702. See commercial snow removal and service for property managers.

What's included… and what's extra

Commercial snow service is priced per site from paved area, walkway length and opening time. A typical contract includes plowing at the agreed trigger depth, clearing before opening, hand-cleared entrances, sidewalks and ramps, and a timestamped photo log of every visit.

Common extras are quoted separately so you only pay for what the site needs: salting and de-icing per event, extra sidewalk or ramp coverage, after-hours or priority service, and snow relocation when piles run out of room. See commercial snow removal or request a site quote by calling or texting (548) 888-8702.