Service level agreements
What an SLA commits Fetchr to, and what happens when a window is missed.
An SLA is agreed during corporate onboarding. It writes down the delivery windows your business needs and what happens when one is missed, so neither side is arguing about it later.
What it covers
- Committed delivery windows by speed and by zone.
- The volume you expect to send, which sets your rate.
- How quickly support responds when something goes wrong.
- Service credits when a committed window is missed.
Credits are applied to the following invoice rather than refunded per trip, which keeps the paperwork simple for both sides.
SLAs are reviewed as your volume changes. If you outgrow the tier you signed on, talk to us rather than absorbing the difference.
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Read next
Open a corporate account
Four steps: apply, upload documents, agree an SLA, set up billing.
My delivery is running late
How ETA updates work, and when a late Express delivery earns a service credit.
Volume pricing and monthly invoicing
Discounts applied per booking, settled once a month instead of trip by trip.