Service Level Agreement

Scope of Services

The SLA defines the exact services provided, including fulfilment, warehousing, transportation, returns, and any additional value-added services. Service scope is tailored to the selected program package or custom agreement.

Any services not explicitly included in the SLA are considered out of scope unless formally agreed in writing.

Performance Metrics & Service Levels

The SLA specifies measurable performance indicators, which may include order processing timelines, fulfilment accuracy thresholds, delivery performance targets, and handling and response times.

These metrics are used to monitor service quality and operational consistency.

Operational Responsibilities

Responsibilities are clearly allocated between Skydatasol Mobility and the client. This includes obligations related to inventory accuracy, data provision, packaging standards, delivery access, and escalation procedures.

Clear responsibility boundaries reduce disputes and operational ambiguity.

Escalation & Issue Resolution

The SLA defines structured escalation paths for operational issues, service failures, or exceptions. Escalation timelines and resolution responsibilities are clearly documented to ensure prompt corrective action.

Liability & Risk Allocation

Liability boundaries, exclusions, and risk allocation are defined within the SLA. This includes loss, damage, delays, and force majeure considerations, aligned with the service scope and operational context.

Data Protection Agreement (Mandatory)

Acceptance of the SLA requires mandatory acceptance of a Data Protection Agreement (DPA) by both parties. The DPA governs how personal, commercial, and operational data is collected, processed, stored, transmitted, and protected.

Both parties acknowledge their respective roles and responsibilities in relation to data protection and regulatory compliance.

Software & Data Exchange Agreement (Mandatory)

Where logistics operations involve system integration, automation, or digital coordination, the SLA requires mutual acceptance of a Software and Data Exchange Agreement. This agreement defines system access boundaries, data exchange formats and protocols, API usage and limitations, security responsibilities, and data ownership and usage rights.

Both parties must approve and maintain compatible software and data exchange standards to ensure operational continuity.

Confidentiality & Information Security

The SLA includes confidentiality obligations covering commercial information, operational data, and system access details. Information security principles apply to both physical and digital assets involved in service delivery.

Change Management

Any changes to service scope, performance levels, data exchange methods, or software integration must be agreed through a formal change process. This ensures stability and prevents unapproved operational drift.

Contract Duration & Termination

The SLA defines contract duration, renewal terms, and termination conditions, including notice periods and exit obligations. Termination procedures include data handling, inventory reconciliation, and system disengagement requirements.