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Last Mile Delivery Service Level Agreement

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Document Overview

A Last Mile Delivery Service Level Agreement (SLA) is a formal contract between a service provider (the last-mile delivery company) and a client (such as an e-commerce retailer, logistics company, or distributor) that defines the expected standards, responsibilities, performance metrics, and remedies related to the delivery of goods to the final customer destination (i.e., the "last mile" of the supply chain).

Key Components of a Last Mile Delivery SLA:
1️. Parties to the Agreement
2️. Scope of Services
3. Service Areas & Delivery Windows
4️. Performance Standards
5️. Pickup & Collection Standards
6️. Delivery Attempts & Undeliverables
7️. Tracking & Reporting
8️. Security & Data Privacy
9️. Cash on Delivery (COD) Handling
10. Client Responsibilities
11️. Provider Responsibilities
12. Incident Response & Resolution
13️. Service Credits & Penalties
14️. Claims Process
15️. Termination Clause
16️. Limitation of Liability
17️. Force Majeure
18️. Governing Law

Purpose of a Last Mile Delivery SLA:
1. Ensures customers receive their packages as promised, minimizing failed deliveries and delays.
2. Clearly sets out the expected delivery timelines, accuracy, and quality standards.
3. Holds the delivery provider responsible for late, missed, or damaged deliveries.
4. Maintains customer satisfaction and protects the client’s brand image.
5. Specifies financial penalties, service credits, or compensation if agreed service levels are not achieved.
6. Helps clients monitor, audit, and track the performance of their delivery partner in real-time.
7. Supports compliance with data privacy laws (Kenya Data Protection Act, 2019), traffic, road safety, tax, and consumer protection laws.

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