Palembi
Logistics Partners

Service Level Agreement

Logistics Partners · Palembi Ltd

📅 Effective Date: April 2026·🏛 England & Wales Law·🔒 UK GDPR Compliant
Between:Palembi Ltd ("Palembi")andLogistics Partner ("Partner")
1

Purpose

This Service Level Agreement ("SLA") defines the performance standards, responsibilities, and service expectations required from logistics partners providing delivery services through the Palembi platform.

2

Scope of Services

The Partner agrees to provide:

  • Collection of goods from vendor locations
  • Delivery of goods to customers
  • Real-time or near real-time status updates
  • Professional and secure handling of goods
3

Service Availability

  • Partner must maintain agreed working hours and availability
  • Partner must respond to delivery requests within [5–10 minutes] of assignment
  • Failure to respond may result in reassignment
4

Delivery Time Standards

Standard Delivery

  • Delivery must be completed within the estimated delivery window provided at acceptance

Target Performance

  • On-time delivery rate: ≥ 90%
  • Pickup time: Within 15–30 minutes of assignment (where applicable)
5

Order Handling Standards

Partner must:

  • Verify order details at pickup
  • Ensure correct items are collected
  • Handle goods carefully (especially fragile or perishable items)
  • Follow vendor-specific packaging or handling instructions
6

Delivery Confirmation

Partner must mark orders as:

  • Picked up
  • In transit
  • Delivered

Proof of delivery may include:

  • Photo confirmation
  • Customer signature (where applicable)
  • Customer in-app code (where applicable)
7

Customer Interaction Standards

Partner must:

  • Be professional and courteous
  • Respect customer property and privacy
  • Avoid inappropriate or unsafe behaviour
8

Failed Deliveries

If delivery cannot be completed:

  • Partner must notify Palembi immediately
  • Provide reason (e.g. customer unavailable, incorrect address)
  • Follow re-delivery or return instructions
9

Incident Management

Partner must report:

  • Damaged goods
  • Lost items
  • Delivery delays
  • Customer complaints

…within 1 hour of occurrence.

10

Performance Metrics

Palembi will monitor:

  • On-time delivery rate
  • Acceptance rate
  • Completion rate
  • Customer ratings
  • Incident frequency
11

Service Levels & Thresholds

MetricTargetWarning ThresholdCritical Threshold
On-time delivery rate≥ 90%80–89%< 80%
Acceptance rate≥ 85%75–84%< 75%
Completion rate≥ 95%90–94%< 90%
Customer rating≥ 4.0 / 5.03.5–3.9< 3.5
Incident frequency< 2 per month2–4 per month> 4 per month
12

Non-Compliance & Penalties

Where service levels are not met, Palembi may:

  • Issue warnings
  • Reduce delivery allocation
  • Apply financial penalties (where agreed)
  • Suspend or terminate partnership
13

Liability & Insurance

Partner is responsible for:

  • Goods from pickup to delivery
  • Loss, damage, or mishandling

Partner must maintain:

  • Valid insurance (e.g. goods in transit, vehicle insurance)
14

Data Protection

Partner must:

  • Use customer data only for delivery
  • Not retain or misuse personal information
  • Comply with UK GDPR
15

Continuous Improvement

Palembi may:

  • Review performance periodically
  • Provide feedback
  • Update service requirements

Partner agrees to cooperate with improvement initiatives.

16

Termination

Palembi may terminate this SLA if:

  • Repeated failure to meet service levels
  • Serious misconduct
  • Breach of terms
17

Governing Law

This SLA is governed by the laws of England and Wales.

18

Acceptance

By accepting delivery assignments or signing this agreement, the Partner agrees to comply with this SLA.

✓

I confirm that I am an independent logistics partner and agree to Palembi's Service Level Agreement for Logistics Partners.

This acceptance is recorded at the time of registration. By completing your application you agree to these terms.

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