10 measurable commitments to every association we manage. Miss them and we credit the management fee — automatically, without the board having to ask. The guarantee is in every CMG management contract starting in 2026 and is the strongest commitment in the Tallahassee market.
Each SLA has an automatic-detection trigger from the underlying module (Records Workflow, FL Filings, Touchpoints, etc.). Breach surfaces in Leadership Weekly Digest and triggers credit logic.
Credit applied to the next month's management invoice without requiring board to ask. Founder + Tizi sign off; auditor sees the trail in audit-log + credit-ledger.
Letter to BOD president within 7 days of breach. Acknowledges, explains root cause, describes remediation, applies the credit. No defensive language.
Every breach generates a Wiki entry + Year-End Retrospective line item. The cost is a teacher · we don't want to pay that fee twice for the same lesson.
If portfolio NPS falls below +30 for any annual cycle, all 18 associations get a 10% rebate. Designed to align CMG's interests with whether owners are actually well-served.
Total annual credits per association capped at 50% of annual mgmt fee. Beyond that, board has cause to terminate without notice — and CMG should welcome the conversation.
Most management contracts have no defined service level beyond the broad "professional services." Boards have to argue the same way they'd argue with a contractor about workmanship. Our approach: name the 10 things that matter. Measure them. Credit the fee if we miss.
In 3 years since launching this SLA, we've paid out $500 in credits. That isn't because we're flawless · it's because the platform automation makes hitting these targets normal, not heroic. The accountability is what gives boards confidence to adopt our services without negotiating boilerplate.
For prospective boards: this SLA is in our standard contract · not a separately-negotiated rider. It's the floor of our service · we usually exceed it.
| Association | SLA hits | SLA breaches | Credits applied | Notes |
|---|---|---|---|---|
| Plaza Tower | 78 / 78 | 0 | $0 | Largest portfolio · highest activity |
| Centerville Square | 62 / 62 | 0 | $0 | — |
| Lakes at Killearn | 54 / 54 | 0 | $0 | — |
| Magnolia Grove | 48 / 48 | 0 | $0 | — |
| Oak Pointe Villas | 32 / 32 | 0 | $0 | — |
| Killearn Lakes II | 40 / 41 | 1 | $500 | Sunbiz late · auto-credit applied |
| + 12 other | ~284 / 284 | 0 | $0 | — |
The "we'll provide professional services" boilerplate that means nothing when an SLA is missed. The board having to call out missed deliverables and argue. The reputation hit from never proving we'll honor a service level.
Records Workflow · FL Filings · Touchpoints · Sentiment dashboard · Leadership Weekly Digest · Wiki · Year-End retrospective · Founder dashboard.
