SERVICE LEVEL AGREEMENT (SLA)

1. Service Definition

Sainzport Logistics provides same-day delivery services for business-to-business (B2B) clients, as well as package pickup and delivery within established coverage areas.

2. Operating Hours

  • Days: Monday to Friday
  • Hours: 7:30 AM – 5:00 PM
  • Coverage: Houston metropolitan area and pre-arranged zones

Services outside these hours may be available upon special request and for an additional fee.

3. Guaranteed Service Times

Sainzport commits to the following service levels:

  • Maximum pickup time: according to the chosen plan
  • Delivery time: Same-day delivery before 5:00 PM on the same day
  • Proof of Delivery (POD): Digital signature, photo taken after delivery

4. Compliance Level

Monthly compliance target: 95% of orders processed

Compliance is measured based on:

  • Pickup time
  • Delivery time
  • Proof of Delivery (POD) correctly delivered

5. Customer Responsibilities

To ensure compliance with the SLA, the customer must provide accurate and complete information regarding:

  • Pickup and delivery addresses
  • Contact information
  • Access times
  • Have the package ready for pickup at the requested time
  • Ensure that the contents comply with the agreed-upon shipping policies

Delays caused by incorrect information or lack of access will not be considered a breach of the SLA.

6. SLA Breach

If Sainzport fails to meet the established deadlines due to causes within its control:

  • A percentage credit will be applied to the cost of the affected shipment.
  • The credit will be applied to the customer’s next invoice.

7. SLA Exclusions

The SLA does not apply in the following cases:

  • Extreme weather conditions
  • Accidents, road closures, or events beyond reasonable control
  • Delays caused by the customer or recipient
  • Force majeure

8. Drivers and Suppliers

  • Sainzport Logistics works with independent drivers (owner-operators) who meet operational, insurance, and performance standards defined by Sainzport Logistics.
  • Sainzport Logistics is responsible for coordinating and monitoring service compliance.

9. SLA Modifications
Sainzport Logistics reserves the right to modify this SLA with prior notice to the customer. Updated versions will be available through the company’s official channels.

10. Acceptance

Use of Sainzport Logistics services implies acceptance of this Service Level Agreement.