Service Level Agreement

Definition

A formal contract defining the expected service performance metrics between a logistics provider and a client. In time-critical logistics, SLAs typically specify guaranteed response time (e.g., 2-hour mobilization for AOG), maximum transit time by route, on-time delivery rate (e.g., 98.5%), and notification requirements. SLAs may include penalty clauses for missed delivery windows and bonus structures for exceeding targets. FlashGL offers tiered SLAs: Standard (next available flight), Priority (guaranteed departure within 4 hours), and Emergency (guaranteed departure within 2 hours).