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ACI WORLD FACILITATION AND SERVICES STANDING COMMITTEE BEST PRACTICE GUIDELINES: AIRPORT SERVICE LEVEL AGREEMENT FRAMEWORK DRAFTED BY ACI WORLD SECRETARIAT AND AIRBIZ ACI WORLD FACILITATION AND SERVICES STANDING COMMITTEE Page 1/34 v.1.0 - 20140326 Executive Summary This document presents a set of recommendations for the development of a contractual service level agreement framework between airport owners, operators, regulators and/or third party service providers. The objective of these guidelines is to enable discussions between all parties to ensure that the airport is operating in a cohesive and balanced way, taking considerations of demand, processing rates and perceived service quality in addition to spatial requirements. Where appropriate, a service level agreement should be formalized between stakeholders to ensure that expected levels of service are achieved throughout the passenger journey while ensuring that appropriate development triggers are planned for to cater for deman...