This document outlines the commitments, guarantees, and performance standards between 365 Experts Courier Service and our valued clients. Effective as of January 1, 2024.
This Service Level Agreement (SLA) is entered into by and between 365 Experts Courier Service (hereinafter referred to as "Service Provider") and the client (hereinafter referred to as "Client") who engages the services of 365 Experts Courier Service.
This SLA forms an integral part of the Master Services Agreement between the parties. In the event of any conflict between this SLA and the Master Services Agreement, the terms of the Master Services Agreement shall prevail unless expressly stated otherwise herein.
The purpose of this SLA is to define the service levels, performance metrics, responsibilities, and remedies applicable to the logistics and courier services provided by 365 Experts Courier Service. This agreement ensures transparency, establishes mutual expectations, and provides a framework for service quality measurement and continuous improvement.
The following performance metrics apply to all standard courier and logistics services unless otherwise specified in a separate addendum or customized service agreement.
| Performance Metric | Target | Measurement Period | Service Credit |
|---|---|---|---|
| On-Time Delivery Rate | ≥ 99.0% | Monthly | 5% credit for < 99.0% |
| Pickup Window Adherence | ≥ 98.0% | Monthly | 3% credit for < 98.0% |
| Shipment Accuracy | ≥ 99.5% | Monthly | 5% credit for < 99.5% |
| Documentation Accuracy | ≥ 99.8% | Monthly | 2% credit for < 99.8% |
| Customer Service Response Time | ≤ 2 hours | Per Incident | Waived service fee |
| Claim Resolution Time | ≤ 5 business days | Per Claim | 10% credit for delay |
| System Availability | ≥ 99.5% | Monthly | 5% credit for < 99.5% |
Performance metrics are measured using our proprietary tracking systems, GPS data, and client feedback. Monthly performance reports are generated and made available to clients through the client portal by the 5th business day of the following month.
We guarantee delivery within the specified time windows based on service selection:
In the event that we fail to meet the guaranteed service levels, the following service credits will be applied to the Client's account:
For each shipment that fails to meet the guaranteed delivery time, a service credit equal to 50% of the shipping charge for that shipment will be issued.
In the event a shipment is lost and not delivered within 7 days of the guaranteed delivery date, a full refund of shipping charges plus declared value compensation (up to $100 unless additional insurance purchased) will be provided.
For shipments arriving with visible damage, we will reimburse the shipping costs and file an insurance claim on behalf of the client for the damaged goods (subject to insurance terms).
Key terms used throughout this Service Level Agreement are defined below:
365 Experts Courier Service agrees to:
The Client agrees to:
Service levels specified in this SLA do not apply during Force Majeure events. 365 Experts Courier Service will make reasonable efforts to notify clients of Force Majeure events affecting service and will resume normal service levels as soon as practicable after the event concludes.
The following are excluded from the performance metrics and guarantees of this SLA:
Total liability of 365 Experts Courier Service under this SLA for any claim shall not exceed the total service fees paid by the Client for the specific shipment in question, except as otherwise provided by law. This SLA does not affect statutory rights that cannot be limited by contract.
This SLA will be reviewed annually by both parties. Performance metrics may be adjusted based on operational capabilities, technological advancements, and mutual agreement between the parties.
Any amendments to this SLA must be made in writing and signed by authorized representatives of both parties. Amendments will become effective on the date specified in the amendment document or, if no date is specified, 30 days after execution by both parties.
This SLA remains in effect for the duration of the Master Services Agreement between the parties. Upon termination of the Master Services Agreement, this SLA will automatically terminate without further action by either party.
Access printable versions of our Service Level Agreement and related documents.
For questions about this Service Level Agreement or to discuss custom SLA terms for your business, contact our team.
Available 24/7 for SLA-related inquiries
1-800-365-EXPERTS
For detailed SLA questions and documentation
sla@365experts.com
For custom SLA negotiations and enterprise clients
enterprise@365experts.com