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What is an SLA?

A service level agreement (SLA) is a contract highlighting the obligations and expectations of you (the merchant) and your chosen fleet partner. The contract is signed between the merchant and the fleet and is overseen by Orkestro. 

Benefits of an SLA:

  • Cost-effective pricing and possible volume discounts
  • Improved customer satisfaction & customer retention rates
  • Clear and measurable guidelines overseen by Orkestro
  • Compensation for any contractual breaches (such as lateness and cancellations)

What is determined in an SLA

  • Basic service levels
  • Cancellation guidelines and fees
  • Delivery times per service and vehicle type
  • Lateness and waiting time fees
  • Fleets capacity commitment
  • Process and compensation for lost, stolen and damaged goods
  • Merchant specific delivery pricing and volume discounts

How to get an SLA

Unfortunately, not every merchant is eligible for an SLA with our fleet partners. Typically merchants must meet a minimum number of volumes per day/week for a fleet partner to be willing to sign an SLA.

For us to determine whether you are eligible for an SLA and ask our fleet partners if they would be interested, we will need to know your delivery volumes and needs. We will create the tender on behalf of the merchant based on their onboarding form data (or for existing customers, we will use your Orkestro platform data).

If a merchant is new to the delivery space and has no historic or forecasted volume data etc. we would be able to set the merchant up with a standard non-SLA account and help build data to a point where a fleet partner may be interested in signing an SLA.

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