Service Level Agreement
Vendor, Logistics & Platform Operations Standards
Purpose
This Service Level Agreement (SLA) defines the minimum service standards, timelines, and responsibilities required to operate on the MyEzer platform.
The purpose of this SLA is to:
Protect Customer Trust
Ensure every customer has a reliable experience
Ensure Predictable Operations
Set clear, measurable standards
Enable Fair Enforcement
Consistent consequences for all partners
Meeting SLA timelines is mandatory, not optional. SLA deadlines are maximum allowed times, not targets. Missing an SLA is a breach, even if the task is later completed.
SLA Principles
- SLA deadlines are maximum allowed times, not targets
- Missing an SLA is a breach, even if the task is later completed
Repeated SLA breaches affect:
Vendor Service Levels
3.1 Order Acceptance SLA
| Item | Order Acceptance |
|---|---|
| Responsible Party | Vendor |
| Action Required | Accept or reject the order |
| SLA Deadline | Within 24 hours of order notification |
| Trigger | Order marked "Paid" |
| Breach Consequence | Ops review, possible cancellation, performance flag |
3.2 Order Fulfillment SLA
| Item | Order Fulfillment |
|---|---|
| Responsible Party | Vendor |
| Action Required | Package order and mark "Ready for Pickup" |
| SLA Deadline | 3–5 business days after order acceptance |
| Trigger | Order accepted by vendor |
| Breach Consequence | Delay notice to customer, penalties, possible suspension |
3.3 Packaging Quality SLA
| Item | Packaging Quality |
|---|---|
| Responsible Party | Vendor |
| Action Required | Package according to MyEzer standards |
| SLA Deadline | Before pickup |
| Breach Consequence | Repackaging cost charged to vendor; warning issued |
3.4 Vendor Communication SLA
| Item | Vendor Communication |
|---|---|
| Responsible Party | Vendor |
| Action Required | Respond to customer inquiries |
| SLA Deadline | Within 24 hours |
| Breach Consequence | Ops escalation, vendor flag |
Logistics & Dispatch Service Levels
4.1 Dispatch Pickup SLA
| Item | Dispatch Pickup |
|---|---|
| Responsible Party | Logistics Partner |
| Action Required | Pick up packaged order |
| SLA Deadline | Within 24 hours of pickup request |
| Breach Consequence | Ops incident logged, partner review |
4.2 Warehouse Processing SLA
| Item | Warehouse Processing |
|---|---|
| Responsible Party | Warehouse / Ops |
| Action Required | Verify, repackage, prepare shipment |
| SLA Deadline | Within 24 – 72 hours of warehouse receipt |
| Breach Consequence | Ops incident logged |
Customs & International Shipping SLAs
5.1 Export Customs Clearance (Nigeria)
| Item | Export Customs Clearance |
|---|---|
| Responsible Party | Logistics / Customs Agent |
| Action Required | Export documentation & clearance |
| SLA Timeline | 2 - 3 business days |
5.2 Import Customs Clearance (Destination Country)
| Item | Import Customs Clearance |
|---|---|
| Responsible Party | Destination Customs / Logistics |
| Action Required | Import clearance |
| SLA Timeline | Dependent on destination country |
Important: Customs timelines are external dependencies and are not SLA breaches unless caused by documentation errors from the vendor or platform.
Customer Support Service Levels
6.1 Customer Support Response SLA
| Item | Customer Support Response |
|---|---|
| Responsible Party | MyEzer Support |
| Action Required | First response to inquiry |
| SLA Deadline | Within 24 hours |
| Breach Consequence | Internal escalation |
Post-Delivery & Settlement SLA
7.1 Delivery Confirmation SLA
| Item | Delivery Confirmation |
|---|---|
| Responsible Party | Platform |
| Action Required | Confirm delivery |
| SLA Deadline | Within 24 hours of carrier confirmation |
7.2 Vendor Payout SLA
| Item | Vendor Payout |
|---|---|
| Responsible Party | MyEzer |
| Action Required | Release vendor payout |
| SLA Timeline | Bi-weekly payout cycle |
| Condition | Subject to return window and dispute resolution |
SLA Breach Management
SLA breaches are logged in the Risk Register.
Repeated breaches trigger:
Exclusions & Force Majeure
SLA timelines do not apply where delays are caused by:
Customs inspections
Government-mandated checks
Government actions
Regulatory delays
Natural disasters
Acts of nature
Carrier strikes
Labor disputes
Force majeure
Unforeseeable circumstances
Acknowledgment
By operating on the MyEzer platform, all vendors and partners acknowledge and agree to comply with this SLA.
Continued use of the platform constitutes acceptance of these service standards.