SERVICE LEVEL AGREEMENT SUMMARY

365 Courier Service

Quick Reference Guide - Key Commitments & Performance Standards

Effective Date: [Effective Date] | Version: 3.2

Client Name [Client Company Name] Account # [Account Number]
SLA ID SLA-365-[YYYY]-[####] Report Period [Month] [Year]
Prepared For [Client Contact Name, Title]

📋 EXECUTIVE SUMMARY

This Service Level Agreement (SLA) Summary outlines the key performance commitments between 365 Courier Service and [Client Company Name]. This document serves as a quick reference guide to the main SLA terms and conditions.

🔑 Key Points:
  • Monthly performance reporting by the 5th business day
  • Automatic service credit calculations for SLA failures
  • 24/7 customer support and tracking capabilities
  • Quarterly business review meetings included
  • Full SLA document available upon request

📊 KEY PERFORMANCE METRICS

Core Service Level Targets

Performance Metric SLA Target Measurement Service Credit
On-Time Delivery Rate ≥ 99.0% Monthly 50% of shipment charge
Pickup Window Adherence ≥ 98.0% Monthly 25% of shipment charge
Shipment Accuracy ≥ 99.5% Monthly Case-specific assessment
Documentation Accuracy ≥ 99.8% Monthly Waived processing fees
Customer Service Response ≤ 2 hours Per incident Waived service fee
System Availability ≥ 99.5% Monthly 5% monthly fee credit
ON-TIME DELIVERY
99.0%
Minimum Target
PICKUP ADHERENCE
98.0%
Minimum Target
SYSTEM UPTIME
99.5%
Minimum Target

⏰ DELIVERY TIME GUARANTEES

Service Type Delivery Guarantee Coverage Areas Cut-off Time
Same-Day Delivery Within 6 hours of pickup Metro areas within 50-mile radius 12:00 PM local time
Next-Day Delivery By 5:00 PM next business day All domestic service areas 5:00 PM local time
Two-Day Delivery Within 2 business days All domestic service areas 5:00 PM local time
Economy Delivery 3-5 business days All domestic service areas No time guarantee
⚠️ Important: Delivery time guarantees apply only when pickup occurs within the scheduled window and all client responsibilities are met. Weather, traffic, and recipient availability may affect actual delivery times.

💰 SERVICE CREDITS & REMEDIES

Automatic Service Credits

SLA Failure Type Service Credit Claim Deadline
Late Delivery 50% of shipping charge 48 hours after delivery
Missed Pickup 25% of shipping charge 24 hours after scheduled pickup
Lost Shipment 100% shipping + declared value (max $100) 7 days after expected delivery
Damaged Shipment 100% shipping + insurance claim 24 hours with photos
System Unavailability 5% of monthly service fee End of month calculation

Service Credit Limitations

  • Maximum service credits: 25% of monthly fees
  • Credits must be used within 12 months
  • No cash value - applied to future invoices only
  • Excludes Force Majeure events
  • Client-caused delays are not eligible

📖 KEY DEFINITIONS

Business Day: Monday-Friday, excluding federal holidays observed by 365 Courier Service.
Delivery Window: Guaranteed time period for delivery, specified at booking.
On-Time Delivery: Delivery occurring within the guaranteed window or before guaranteed time.
Service Credit: Monetary credit applied to future invoices for SLA failures.
Force Majeure: Events beyond reasonable control (natural disasters, acts of war, government actions, etc.).
SLA Compliance: Meeting or exceeding all specified performance metrics.

🤝 RESPONSIBILITIES

365 Courier Service Responsibilities

  • Provide reliable courier services as per agreement
  • Maintain appropriate insurance coverage
  • Provide accurate tracking and notifications
  • Handle shipments with professional care
  • Respond to inquiries within 2 hours
  • Provide monthly performance reports
  • Maintain 99.5% system availability

Client Responsibilities

  • Provide accurate shipping information
  • Properly package items per guidelines
  • Have shipments ready at scheduled pickup time
  • Report issues within specified timeframes
  • Provide facility access for pickup/delivery
  • Comply with applicable laws and regulations
  • Pay invoices within agreed terms

📈 REPORTING & COMMUNICATION

Monthly Performance Reports

  • Delivery Date: By 5th business day of each month
  • Content: All SLA metrics, incidents, service credits
  • Format: PDF + Excel data file
  • Access: Client portal and email delivery

Quarterly Business Reviews

  • Frequency: Every 3 months
  • Duration: 60 minutes
  • Participants: Key stakeholders from both parties
  • Agenda: Performance review, improvement plans, strategic discussion

📞 CONTACT INFORMATION

24/7 Customer Support: 1-800-365-EXPERTS
Account Manager: [Name] | [Phone]
SLA Support Email: sla@365courierservice.com
Claims Department: claims@365courierservice.com
Client Portal: portal.365courierservice.com

🚫 EXCLUSIONS & LIMITATIONS

Excluded Services

  • Emergency services outside standard parameters
  • Shipments with prohibited/restricted items
  • Delays from incorrect addressing
  • Customs clearance delays (international)
  • Services requiring special handling beyond standards
  • Client-caused delays or issues

Liability Limitations

  • Maximum liability: Fees for affected shipment
  • No liability for indirect/consequential damages
  • Insurance limits apply for lost/damaged goods
  • Statutory rights not affected by these limitations

⏳ IMPORTANT DEADLINES

Action Item Deadline Consequence of Miss
Report Delivery Issues 48 hours after delivery May forfeit service credit eligibility
Report Damaged Shipments 24 hours with photos Insurance claim may be denied
Report Lost Shipments 7 days after expected delivery Extended investigation timeline
Monthly Report Delivery 5th business day of month Automatic extension granted
Invoice Payment Net 30 days Late fees apply per agreement

🔍 QUICK REFERENCE GUIDE

SAME-DAY CUTOFF
12:00 PM
Local time
CS RESPONSE TIME
≤ 2 hrs
Guaranteed
CLAIM RESOLUTION
≤ 5 days
Business days
📋 Quick Checklist for New Shipments:
  1. Verify recipient address and contact information
  2. Select appropriate service level and delivery window
  3. Package items securely per guidelines
  4. Ensure shipment is ready at scheduled pickup time
  5. Save tracking number and shipment confirmation
  6. Monitor delivery status via tracking portal

365 Courier Service SLA Summary | Version 3.2 | Effective: [Effective Date]

This summary document is for quick reference only. The full Service Level Agreement contains complete terms and conditions.

For the complete SLA document or questions, contact: sla@365courierservice.com | 1-800-365-EXPERTS

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