A solid Service Level Agreement (SLA) protects both you and your graffiti removal contractor by setting clear expectations for response times, quality standards, and payment terms. Without one, you risk slow service, incomplete work, or surprise costs when vandalism strikes your property. This guide covers the essential components that should be in any graffiti removal SLA you sign.
Response Time Commitments
Your SLA should specify exactly how quickly the contractor will respond to a graffiti incident. Most reputable services offer 24-48 hour response windows for non-emergency calls, but some provide same-day service for premium accounts. If your property faces repeated vandalism or sits in a high-graffiti area, push for a guaranteed response time—typically 24 hours or less—and confirm whether this includes nights and weekends.
Ask whether the SLA distinguishes between initial assessment and actual removal. A contractor might arrive within 24 hours but schedule removal work for several days later, which defeats the purpose if you need the graffiti gone immediately. Get specific language about when removal work will be completed, not just when they'll show up.
Surface-Specific Removal Methods
Graffiti removal isn't one-size-fits-all. Paint markers on wood require different treatment than spray paint on concrete or marker tags on glass. Your SLA should specify which surfaces the contractor handles and what removal method they'll use for each. Common methods include:
- Power washing for concrete, brick, and sealed surfaces
- Chemical solvents for painted or epoxy-coated walls
- Abrasive blasting for delicate or historic materials
- Pressure washing combined with graffiti-removal compounds
The agreement should also clarify what happens if removal damages the underlying surface. Some contractors offer guarantees on non-damaging removal; others exclude liability for pre-existing damage. Know the difference before signing.
Pricing and Quote Structure
Don't rely on verbal estimates. Your SLA should include a detailed pricing schedule or a commitment to provide written quotes within 24 hours of inspection. Most contractors charge between $200–$1,000 per incident depending on size, location, and surface type, but this varies significantly by region and graffiti complexity.
Ask whether pricing is fixed per removal or hourly labor with material costs added. If you're a repeat customer, negotiate a discounted rate schedule or monthly maintenance pricing. Clarify what's included: removal labor, surface prep, any necessary priming or sealing, and cleanup. Hidden costs for mobilization fees, chemical disposal, or damage repair can add $100–$300+ to jobs.
Quality Standards and Re-Do Clauses
The SLA should define what "complete removal" means. Does the graffiti have to be 100% gone, or is 95% acceptable? Specify the standard: removal should leave no visible tags, marks, or discoloration under normal daylight conditions. Include a re-do clause stating that if you're unsatisfied with the work, the contractor will return within 5–7 days at no additional charge to correct it.
Request before-and-after documentation. Professional contractors photograph jobs to prove completion and protect themselves from disputes. This also gives you evidence if you need to claim the removal on insurance or dispute an invoice.
Payment Terms and Invoice Details
Establish when payment is due—typically within 7–30 days of service completion. Clarify whether you pay a deposit upfront, balance on invoice, or full amount upon completion. If you're setting up an ongoing account for frequent vandalism, negotiate net-30 or net-45 terms rather than cash-on-delivery.
The invoice should itemize labor, materials, disposal fees, and travel charges separately. This transparency helps you track costs and compare pricing across multiple incidents.
Insurance and Liability
Confirm that the contractor carries general liability insurance (minimum $1 million coverage recommended) and proof of bonding. Request certificates of insurance naming your property as additional insured. This protects you if the removal process damages your building or injures someone.
Finding the Right Partner
When comparing graffiti removal providers, use services like Mercoly to evaluate SLAs side-by-side and read verified customer reviews. A thorough SLA with realistic commitments is a sign of a professional operator.
Frequently Asked Questions
Q: What if graffiti returns to the same spot after removal? Some contractors offer 30–90 day reapplication guarantees, meaning they'll remove it again free if the same location gets tagged during that window; check whether this is included in your SLA.
Q: Can I get a monthly graffiti removal plan instead of paying per incident? Yes—many contractors offer quarterly or annual maintenance contracts at a lower per-removal cost, ideal for properties in high-vandalism areas; confirm response times and removal limits are specified in writing.
Q: Is graffiti removal covered by property insurance? Typically no, unless vandalism caused structural damage; check your policy, as most treat graffiti removal as routine maintenance rather than a covered loss.
Compare detailed SLAs from multiple providers today to ensure your property gets the fast, reliable graffiti removal protection it deserves.