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Service Level Agreement (SLA) For Restaurants

This Service Level Agreement (SLA) is made between:

Foodera (the "Platform"), a food delivery service provider,

AND

[Restaurant Owner / Business] (the "Restaurant"), a food service provider.

Effective Date:

This Agreement is effective as of [Your account approval date], and will remain in effect until terminated by either party in accordance with the terms hereof.

1. Purpose

This SLA outlines the expectations, service standards, and performance metrics for the provision of services by the Restaurant on the Foodera platform. It governs the delivery of food orders through Foodera's delivery network and aims to ensure customer satisfaction, operational efficiency, and high-quality service.

2. Responsibilities of Foodera (Platform)

Foodera, as the platform and delivery service provider, commits to the following:

1. Order Processing:
   Foodera will receive and process orders placed by customers on its platform and ensure the Restaurant is promptly notified of new orders.

2. Delivery Service:
   Foodera will provide delivery personnel who will be responsible for picking up and delivering orders from the Restaurant to customers in a timely manner.

3. Customer Support:
   Foodera will provide customer support to handle inquiries, complaints, and disputes related to order fulfillment, delivery, and payments.

4. Marketing and Promotion:
   Foodera will promote the Restaurant's menu, offers, and services to its user base on the Foodera platform, as mutually agreed upon by both parties.

5. Payment Collection and Remittance:
   Foodera will handle the collection of payments from customers, deduct applicable commissions, and remit the net payment to the Restaurant within the agreed timeframe.

6. Technology and Platform Maintenance:
   Foodera will ensure the platform (app or website) is functional, secure, and user-friendly. Regular maintenance and updates will be communicated to the Restaurant in advance.

3. Responsibilities of the Restaurant

The Restaurant commits to the following:

1. Menu Availability:
   The Restaurant will ensure that its menu on Foodera’s platform is accurate, up-to-date, and reflects available items. Any changes to the menu should be communicated promptly to Foodera.

2. Order Fulfillment:
   The Restaurant agrees to prepare and package food in accordance with customer orders. All food should be prepared in a timely manner to meet the following preparation time standards:

   • Order Preparation Time: The Restaurant should ensure that orders are prepared within [30 minutes] from the time the order is accepted by the system.

3. Food Quality:
   The Restaurant ensures the quality of food delivered meets Foodera's standards for hygiene, taste, packaging, and presentation. Any food complaints from customers will be investigated, and the Restaurant will provide a resolution in a timely manner.

4. Packaging:
   The Restaurant is responsible for ensuring that all food is packed securely in accordance with food safety standards to avoid spillage, leakage, or contamination during transportation.

5. Customer Service:
   The Restaurant will handle customer inquiries and complaints related to food quality, customization, and fulfillment within a reasonable time frame. The Restaurant should notify Foodera of any issues or delays with orders immediately.

6. Timeliness and Accuracy:
   The Restaurant must ensure that orders are prepared and made available for pickup by the delivery driver at the designated time. Delays in order readiness will impact delivery time and may incur penalties as per the agreement.

4. Performance Standards and Metrics

The following performance metrics and standards shall be used to evaluate the service quality and performance of both parties under this SLA:

5. Service Level Targets and Monitoring

• Monitoring: Foodera will monitor the Restaurant's performance based on the above metrics and provide regular feedback (monthly/quarterly) regarding performance.
• Performance Reviews: Both parties will meet quarterly to review service levels and discuss any improvements or changes needed.

6. Penalties and Remedies

1. Failure to Meet Service Standards:
   If either party fails to meet the agreed service levels (e.g., delayed deliveries, food quality issues), the following penalties may apply:

   • A financial penalty or reduced commission may be imposed on the responsible party.
   • Repeated non-compliance may result in a temporary suspension or termination of the Restaurant's listing on the Foodera platform.

2. Force Majeure:
   Neither party will be held liable for delays or failure to perform due to unforeseen circumstances beyond their control (e.g., natural disasters, government regulations, pandemics).

7. Communication and Support

• Notifications: Both parties will communicate through Foodera's platform or designated contact persons for order updates, complaints, and system changes.
• Escalation Process: In case of unresolved issues, both parties will follow an escalation process:
  1. Initial resolution attempt by customer support.
  2. Escalation to the Restaurant's representative or Foodera's operations manager.
  3. Final resolution by the respective senior management teams.

8. Reporting and Analytics

• Performance Reports: Foodera will provide monthly performance reports to the Restaurant, highlighting metrics such as order volume, order accuracy, delivery times, and customer satisfaction ratings.
• Data Access: The Restaurant will have access to real-time data on orders, earnings, and customer feedback via Foodera’s platform.

9. Term and Termination

• Term: This SLA will be effective from the date of execution and continue until terminated by either party with [30 days] notice.
• Termination for Cause: Either party may terminate this agreement immediately in case of a material breach, such as repeated failure to meet service levels or failure to comply with applicable laws.

10. Confidentiality and Data Protection

• Confidential Information: Both parties agree to maintain the confidentiality of all sensitive business information, including customer data, financial records, and trade secrets.
• Data Protection: Both parties will comply with applicable data protection laws and ensure that customer and order data is securely handled.

11. Governing Law

This SLA shall be governed by the laws of [Aurangabad, MH, India] and any disputes shall be resolved in the courts of [Aurangabad, MH, India].

12. Agreement Acknowledgement

By signing up on our platform, you acknowledge and agree to the terms outlined in this Service Level Agreement.

Service Level Agreement (SLA)

Between Foodera Platform and Delivery Professionals

1. Purpose

This Service Level Agreement (SLA) defines the responsibilities and expectations between Foodera (the "Platform") and the Delivery Professionals (the "Driver/Delivery Personnel") working on the Foodera platform. This agreement aims to establish clear service levels for the timely and efficient delivery of food orders to customers, ensuring a high level of service quality.

2. Responsibilities of Foodera (Platform)

Foodera, as the food delivery platform, commits to the following:

1. Order Assignment and Dispatch:
   Foodera will assign orders to Delivery Professionals through its app or system based on proximity, availability, and service quality.

2. Payment and Compensation:
   Foodera will ensure that Delivery Professionals are paid for services rendered based on a fair compensation structure, which may include per-delivery rates, distance-based payment, or tips. Payments will be processed as per the agreed-upon payment schedule.

3. Training and Support:
   Foodera will provide necessary onboarding and training to Delivery Professionals to ensure they understand the platform's operational processes, including how to accept orders, navigate, and handle customer service situations.

4. Technical Support:
   Foodera will ensure that the platform (mobile app or web) is functional and provide support for any technical issues related to order assignment, navigation, and payment processing.

5. Performance Monitoring and Feedback:
   Foodera will monitor the performance of Delivery Professionals based on key metrics like delivery time, customer feedback, and order accuracy. Performance reviews will be conducted regularly, and feedback will be provided to maintain high service standards.

3. Responsibilities of Delivery Professionals

The Delivery Professional commits to the following:

1. Acceptance of Orders:
   Delivery Professionals must accept orders assigned to them through the Foodera platform, unless there are valid reasons for declining (e.g., safety concerns, system errors). Unjustified refusal to accept orders may result in penalties or suspension from the platform.

2. Timely Pickup and Delivery:
   Delivery Professionals are expected to pick up orders from the restaurant promptly and deliver them to the customer within the agreed timeframe. The target delivery time will be clearly communicated at the time of order assignment.

   • Order Pickup Time: Delivery Professionals must arrive at the restaurant within [10] minutes of receiving the order notification.
   • Delivery Time: The delivery must be completed within [5 minutes/km] minutes after pickup.

3. Route Optimization and Navigation:
   Delivery Professionals must use the provided navigation tools to choose the best route for timely and safe delivery, taking traffic, weather conditions, and road closures into account.

4. Customer Communication:
   Delivery Professionals must communicate effectively with customers if there are any delays, issues with the order, or if the customer is not at the delivery address. They must also notify Foodera in case of any significant delays or issues.

5. Professional Conduct:
   Delivery Professionals must adhere to professional behavior while interacting with customers, restaurant staff, and Foodera’s support team. This includes maintaining a courteous, polite, and respectful attitude.

6. Food Handling and Safety:
   Delivery Professionals must ensure that food is handled carefully, avoiding spillage, contamination, or damage during the delivery process. They should inspect the packaging for any visible issues before departing from the restaurant.

7. Device Usage:
   Delivery Professionals are responsible for keeping their devices (smartphones) in good working condition, as the Foodera platform and communication are primarily dependent on the mobile app.

4. Service Level Expectations

The following performance metrics will be used to evaluate the service levels of Delivery Professionals:

5. Payment Terms

• Compensation: Delivery Professionals will be compensated for each completed delivery based on:
  • A base delivery fee.
  • An additional payment based on distance traveled or time spent.
  • Tips and bonuses, if applicable.
• Payment Schedule: Payments to Delivery Professionals will be processed [Bi-weekly].
• Payment Deductions: Deductions may be made for penalties, performance-related issues, or customer complaints.

6. Penalties and Consequences

In the event of failure to meet agreed service levels, the following penalties may apply:

1. Late Pickup or Delivery:

   • For each instance where the Delivery Professional fails to pick up or deliver an order within the agreed time, a penalty of [3%] will be imposed.

2. Order Refusal:

   • Unjustified refusal to accept an order may result in a penalty or reduction in earnings for that order, and repeated refusals could lead to temporary suspension from the platform.

3. Customer Complaints:

   • If the Delivery Professional receives consistent low ratings or customer complaints (e.g., rude behavior, improper handling of food), the Delivery Professional may face deactivation or suspension from the platform.

4. Food Handling Issues:

   • If an order is reported as damaged, spilled, or contaminated due to mishandling, the Delivery Professional will be penalized, and may be required to pay for the cost of re-delivering the order.

5. Non-compliance with Safety Standards:

   • Delivery Professionals must ensure that their vehicle is in a roadworthy condition. If their vehicle is found to be unsafe or unfit for deliveries, they may be suspended until the issue is resolved.

7. Performance Monitoring and Reporting

1. Performance Monitoring:
   Foodera will monitor the performance of Delivery Professionals through various metrics, such as delivery times, customer ratings, and complaint resolution. This will allow Foodera to identify underperforming individuals and provide feedback for improvement.

2. Reports and Reviews:
   Delivery Professionals will have access to performance reports, including metrics such as:

   • Delivery acceptance rate.
   • Average customer rating.
   • Timeliness of deliveries.

3. Review Meetings:
   Delivery Professionals who consistently underperform may be invited for a review meeting with the Foodera operations team to discuss potential improvements and set performance goals.

8. Communication and Support

1. Support Channels:
   Delivery Professionals will have access to 24/7 customer support from Foodera for any technical or operational issues. This includes order assignments, payment queries, and any emergencies during deliveries.

2. Issue Resolution:
   Any disputes or issues related to deliveries, payment, or order conditions should be reported to Foodera’s support team via the platform. Foodera will investigate complaints and provide resolutions as per the agreed terms.

3. Communication Tools:
   The Foodera app will provide real-time notifications, customer contact information (if necessary), and a GPS system for navigation.

9. Term and Termination

• Term: This SLA will begin on the effective date and continue until terminated by either party, with or without cause, by providing [7 days] written notice.

• Termination for Cause: Either party may terminate the agreement immediately in the event of a material breach, such as repeated non-performance, safety violations, or failure to comply with Foodera’s policies.

10. Governing Law

This SLA will be governed by the laws of [Aurangabad, MH, India], and any disputes will be subject to the exclusive jurisdiction of the courts in [Aurangabad, MH, India].

11. Acknowledgement and Agreement

By accepting this agreement and using the Foodera platform, the Delivery Professional acknowledges that they have read, understood, and agreed to the terms outlined in this SLA.