Hi Matt; thanks for your great reply. Your supposition hinted at how many of these “outcomes” will need to be determined; that is, to start with some educated guesses. Here’s how: 1) One thing I learned from talking with major property asset managers like Fidelity is that in 2018 (and beyond) the tenant is the king. What they need and want is and will be what is likely to happen in any managed property at any given time. That means we have to understand the key operational objectives of building tenants first — mission-critical systems and critical areas, schedules, acceptable space conditions, tolerances, “AQLs,” etc. 2) We work with tenants to establish “outcomes” for which metrics can be created. 3) We use technology and data to help us validate outcomes and track anomalies. Here is the example. Let’s say, “Tenant A requests that their 2nd floor space be ‘sustainably conditioned’ at 73-degrees F, +/- 1-degree F, with RH levels between 30% and 60% between 6:30 am and 6:30 pm, Monday to Friday and Saturday from 8:00 am to 1:00 pm, 52 weeks per year.” We will track this through space monitoring and detailed, random remote inspections. “Out-of-tolerance” conditions shall be documented and are expected to be remediated within four hours. The purpose of any “service agreement” or Service Level Agreement would be to minimize or reduce the number of out-of-tolerance “events” and time during which the space is out of tolerance, throughout the year.
