How to Prepare a Natural Stone Maintenance Contract: Scope, Frequency and Targets

If a hotel, office tower or residential complex has its stone floor honed once and then leaves it alone for years, it faces another extensive honing job a few years later. Maintenance carried out at regular intervals, on the other hand, preserves the floor's shine, catches wear early and spaces out major renovations. The way to secure this routine is a well-written maintenance contract. In this article we cover what clauses a periodic natural stone maintenance contract should include, from the area list to maintenance frequency, from measurable targets to reporting, and from the division of responsibilities to additional work. This article is not a sample legal text; it is a guide for setting up the technical content of the contract.

In short: A good maintenance contract clearly states which work will be done in which area, how often, and to achieve what result. At the start, the condition of the floor is recorded with photographs and measurements, targets are defined with measurable criteria such as gloss and stains, a report is provided at the end of each visit, and out-of-scope work is tied to a pre-defined approval procedure.

The Difference Between a One-Off Job and a Maintenance Contract

In a one-off honing job, the contract is about delivering a specific result on a specific date: the floor is honed, polished, handed over, and the job is finished. In a maintenance contract, the subject is not a result but a condition that is sustained. The contractor makes regular visits to keep the floor at a certain appearance and level of use throughout the contract term. This is why the language of a maintenance contract is different too; instead of "the floor will be honed," continuous wording such as "the gloss of the entrance lobby will be kept within the following range" is used.

This difference also determines the part of the contract that causes the most disputes. In a one-off job, disputes mostly arise on the delivery day. In a maintenance contract, disputes build up over time: the client thinks the floor is no longer as shiny as before, and the contractor says this is caused by the wrong cleaning product. The way to prevent this dispute is to put the initial condition, the targets and the parties' responsibilities in writing from the start, in measurable form. We have also covered separately which clauses should be written in one-off honing jobs in our article on contracts and warranties for honing work .

Scope of the Contract: Area List and Initial Condition

The first appendix of the contract should be the list of areas covered by maintenance. This list should not settle for a general expression such as "floors"; each area should be written individually with its name, approximate square meterage, stone type and surface finish. Zones numbered on the floor plan make both visit planning and reporting easier. We described the method for recording a building's stones in this way in our article on natural stone inventories .

Besides the area list, the condition at the start of the contract should also be recorded. This initial survey generally includes the following:

• Photo record: The general appearance of each zone and its problem spots are photographed, if possible with raking light and from the same angles, and attached to the contract.
• Gloss measurement: Values taken with a portable gloss meter at predetermined points form the basis for comparison with the targets later on.
• Existing defects: Broken and hollow slabs, permanent stains, worn steps and remnants of old coatings are written as a separate list.
• Initial work: If any honing, repair or deep cleaning is needed before moving on to maintenance, it is specified as a separate item outside the maintenance scope.

The importance of the initial survey lies here: a maintenance contract may aim either to bring the floor to a better level than its current condition or to keep it at that level. If which of the two is intended is not written from the start, the parties will draw different expectations from the same contract.

Frequency: Which Work Is Done How Often?

The heart of the maintenance contract is the schedule showing how often work is done. This schedule does not have to be the same for all areas; on the contrary, a high-traffic entrance lobby and a little-used floor corridor should be handled at different frequencies. We explained in detail the logic of determining maintenance frequency by traffic intensity in our article on the maintenance schedule .

The table below shows the work that can be included in a maintenance contract and the typical logic of its frequency:

The frequencies in the table vary from building to building; in the contract they should be written concretely and separately for each area. Instead of vague expressions such as "when necessary," clear intervals such as "once a month" or "every three months" and the days and times of the visits should be specified. Seasonal changes can also be built into the schedule: more frequent maintenance at entrance areas in winter months, additional checks around the pool in summer months.

Measurable Targets: Gloss, Stains and Appearance

To measure the success of a maintenance contract, a statement such as "the floor will be shiny" is not enough. Gloss is perceived differently from person to person and from light to light. Therefore, wherever possible, targets should be defined with measurable criteria.

The most common tool for gloss is the portable gloss meter. These devices send light to the surface at a specific angle, measure the reflected light and give the result in gloss units. A 60-degree angle is used for general-purpose measurements; a 20-degree angle gives more meaningful results on very glossy surfaces, and an 85-degree angle on very matte ones. Since in natural stone the measurement result can vary even on the same slab depending on veining, color and grain structure, it is more reliable to use the average of measurements taken at specific points and a target range instead of a single number. The measurement must be taken at the same points at every visit, with the same device angle, and on a clean, dry floor.

Stain and appearance targets are generally written in terms of response time and outcome definition. For example, it can be specified within what time a reported spill stain will be treated, how many applications of poultice-requiring stains will be counted within scope, and how stains that do not come out permanently will be reported. In areas where slip resistance is important, it should also be added to the targets that the surface finish will not be changed, or that slip resistance will be taken into account while gloss is increased.

Reporting and Records

In a maintenance contract, reporting is the way for the client to see the work done and for the contractor to document the work performed. Without reports, maintenance becomes an invisible service; as long as the floor looks good no one questions it, but when a problem arises it is not known what was done and when.

The main information that should be included in the report delivered at the end of each visit is as follows:

• Visit information: The date and time of the visit, the number of people working on site, and the numbers of the zones treated are clearly stated.
• Work performed: The procedure applied in each zone, along with the pads and products used, is briefly noted; this way it is known what will be repeated at the next visit.
• Measurements: Gloss measurements and the results of drop tests carried out for impregnation are given in comparison with previous values.
• Observations and recommendations: Observations such as newly formed cracks, recurring stains, missing doormats, or incorrect cleaning practices are reported together with photographs.

In addition to the reports, annual or semi-annual general review meetings may also be included in the contract. In these meetings, the trend of the measurement results, prominent problems, and the priorities for the next period are discussed. Keeping the reports in a shared folder, organized by zone number, ensures that the history of the floor remains accessible even when the manager or contractor changes. This way, a newly arrived facility manager can learn from the file within a few minutes which area was renewed when and which problem keeps recurring.

Sharing of Responsibilities

The most frequently disputed issue in a maintenance contract is who is responsible for the condition of the floor. While the contractor visits once a month, the floor is cleaned every day by the building's own cleaning staff. If this staff uses an acidic product or a dirty mop, the maintenance carried out by the contractor loses its effect in a short time. For this reason, the contract should clearly separate the responsibilities of the two parties.

The client's responsibilities generally include using stone-appropriate products in daily cleaning, keeping the entrance mats in place and clean, providing access to the areas on visit days, and supplying water and electricity. The contractor's responsibilities, on the other hand, are to provide the equipment and maintenance products, to take occupational safety measures for its own personnel, to be responsible for any damage it may cause to the environment and belongings during work, and to deliver the reports on time. Who will provide the training for the cleaning staff and how often can also be written into the contract; we have compiled the content of this training in our article training cleaning staff on natural stone .

Additional Work and Items Outside the Scope

No maintenance contract can foresee every situation that may arise during its term. A burst water pipe, renovation work in the building that damages the floor, a broken slab, or heavy soiling after a large event are all work outside routine maintenance. If how these are to be handled is not written down from the start, each one turns into a separate negotiation.

Two arrangements are usually made in the contract for additional work. The first is a predefined list of items for commonly encountered additional work: slab repair, stair nosing completion, spot honing, emergency stain response, and the like. The second is the approval procedure: when the contractor sees a need for additional work, it reports this in writing and with a photograph, and the work is carried out after the client approves. In emergencies, for example after a flood, the limits of the initial intervention that can be carried out without waiting for approval should also be written down.

Situations outside the scope should also be stated clearly. Cracks caused by structural problems, moisture coming from beneath the floor, or damage caused by third parties are matters for another specialty, not for maintenance. Stating that the contract does not cover these keeps expectations realistic.

Term, Review and Preparation Checklist

Maintenance contracts are usually made for a term of one year and renewed at the end of the period. The first year is a learning period for both the client and the contractor; how often each area actually needs maintenance only becomes clear after observing it for a year. For this reason, it is useful to add a clause to the contract stating that the schedule and targets will be reviewed at regular intervals. For legal clauses such as termination conditions, payment terms, and dispute resolution, support should be obtained from a lawyer.

A short sequence that can be followed when preparing the contract is as follows:

1. Inventory and assessment: All areas are numbered on the floor plan, the stone types are written down, and the initial condition is recorded with photographs and measurements.
2. Schedule: The work to be done in each area and its frequency are written in a table, together with visit days and times.
3. Targets: Gloss ranges, stain response times, and slip resistance expectations for each zone are defined and written in measurable terms.
4. Responsibilities: The obligations of the parties regarding daily cleaning, access, products, equipment, and damage are stated separately.
5. Additional work and report: The additional work items, the approval procedure, and the content of the report to be delivered after each visit are put in writing.

If you would like us to prepare a maintenance schedule for your building and an initial assessment that can be attached to the contract, you can reach us through the service request form with photographs of the areas and usage information; let's determine the list of areas and measurement points together during the first survey.