Required schedule
The SLA identifies the client, covered services, effective dates, pickup allowance, delivery deadline, addresses, authorized contacts, item limits, handling, custody, signatures, proof, escalation contacts, delay rules, and return procedure.
One active SLA applies to future covered orders. A later SLA change does not silently rewrite already accepted orders; material changes require documented client acceptance.
Performance and exceptions
Pickup may be up to the accepted early-arrival allowance, never more than 15 minutes. One minute after the accepted deadline is flagged for review after verified business delay is excluded. Safety and lawful handling take priority over speed.
Pickup and delivery photos are required where permitted. Recipient signature, custody confirmation, temperature records, alerts, and escalation follow the signed SLA. Exceptions are documented and reviewed rather than automatically treated as driver fault.