Service Level Agreement

Effective Date: January 1, 2026
Last Updated: March 29, 2026

This Service Level Agreement (SLA) outlines the operational standards, communication targets, and service expectations that Shiftkart Logistics Private Limited strives to maintain. While our platform operates primarily to facilitate inquiries rather than guarantee instant fulfillment, this document serves as our commitment to professional, timely, and reliable customer assistance.

1. Purpose and Scope

The purpose of this SLA is to define the parameters of interaction between Shiftkart Logistics and users submitting inquiries through our platform. It covers response times, communication protocols, and the standards we expect from our internal team and external Service Partners. Important: This SLA sets operational targets and does not constitute a legally binding guarantee of service availability or absolute timeline adherence, as logistics are subject to external variables.

2. Inquiry Response and Processing Times

We understand that logistics planning requires prompt communication. We target the following response metrics for all properly submitted online inquiries:

• Initial Acknowledgment: An automated email or SMS acknowledging the receipt of your inquiry will be dispatched within 15 minutes of successful submission.
• Human Review & Contact: Our operations team aims to review your inquiry and initiate direct contact (via phone call or WhatsApp) within 2 to 4 business hours during our standard operating times.
• Quotation Delivery: Following the initial consultation and clarification of your requirements, we strive to provide a detailed, customized quotation within 24 hours. Complex commercial requirements or specialized transport requests may require up to 48 hours for accurate pricing.

Standard Operating Hours: Monday to Saturday, 9:00 AM to 6:00 PM (IST). Inquiries submitted outside these hours, or on public holidays, will be processed on the next business day.

3. Service Fulfillment Standards

Once an inquiry transitions into a confirmed service arrangement, we hold our network to the following standards:

3.1. Punctuality and Dispatch

• Arrival Window: Transport vehicles and packing crews are expected to arrive at the designated pickup location within a predefined 2-hour window agreed upon during confirmation.
• Delay Notification: In the event of unavoidable delays (e.g., severe traffic, prior offloading delays, vehicle breakdown), the driver or our support team must notify the customer at least 60 minutes before the scheduled arrival window, providing an updated ETA.

3.2. Professional Conduct

• Behavior: All personnel (drivers, loaders, packers) are expected to conduct themselves professionally, courteously, and respectfully at all times. Use of abusive language or inappropriate behavior is strictly prohibited under our Zero Tolerance Policy.
• Handling: Goods must be handled with appropriate care, utilizing standard industry practices for loading, securing, and unloading to minimize the risk of transit damage.

4. Customer Support and Issue Resolution

Shiftkart Logistics is committed to providing robust support throughout your logistics journey.

• Active Transit Support: During the actual execution of a confirmed service, customers will have access to a dedicated support line or account manager to address immediate concerns, routing questions, or coordination issues.
• Post-Service Queries: General support tickets, billing inquiries, or feedback submitted via email will be addressed within 24 to 48 business hours.
• Escalation Path: If a front-line support agent cannot resolve an issue to your satisfaction, the ticket will be escalated to an Operations Manager, who will review the case and respond within an additional 24 hours.

5. User Responsibilities for SLA Adherence

To help us meet these service levels, users are expected to:

• Provide highly accurate, detailed, and truthful information during the inquiry phase (e.g., exact inventory volume, floor levels, narrow street access).
• Ensure that the pickup and delivery locations are accessible and that necessary permissions (like society gate passes or corporate building access) are secured in advance.
• Be reachable at the provided contact numbers during the scheduled service window.

6. Continuous Improvement and Feedback

We view this SLA as a living document that evolves based on operational realities and customer feedback. After the completion of a service, we may invite users to participate in a brief feedback survey. We actively use this data to identify bottlenecks, improve our inquiry processing systems, and refine the quality of our Service Partner network.