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E-commerce Fulfillment Service Level Agreement

Document Type
DOCX
Pages
6
Price: KES 150
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Document Overview

An E-commerce Fulfillment Service Level Agreement (SLA) is a formal contract between an online retailer (the client) and a fulfillment service provider (warehouse, logistics provider, or 3PL). It defines how customer orders will be received, stored, picked, packed, shipped, and delivered.

Here’s the full structure, numbered clearly:
1. Parties to the Agreement
2. Purpose of the Agreement
3. Scope of Services
4. Service Delivery Standards
5. Performance Metrics (Key Performance Indicators - KPIs)
6. Client Responsibilities
7. Payment Terms
8. Inventory Ownership
9. Damage, Loss & Liability
10. Insurance
11. Security & Compliance
12. Confidentiality & Data Protection
13. Business Continuity & Disaster Recovery
14. Force Majeure
15. Term & Termination
16. Dispute Resolution
17. Governing Law
18. Entire Agreement & Amendments
19. Signatures

The SLA exists to:
1. Clarify Expectations — document precisely what services the fulfillment partner will provide.
2. Set Measurable Standards — define quality benchmarks like accuracy rates, processing times, inventory accuracy, and delivery times.
3. Prevent Disputes — provide a clear reference point in case of service failures or disagreements.
4. Protect Both Parties Legally — assign liability, responsibility, and remedies for losses, delays, or breaches.
5. Maintain Customer Satisfaction — ensure that orders are processed and delivered quickly, accurately, and professionally.
6. Support Scalability — help businesses grow while maintaining fulfillment consistency.

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