Service Level Agreement
FoodRunz SLA — Platform Standards & Commitments
This SLA defines the expectations, standards, and performance commitments between FoodRunz, its Vendors, and its Drivers.
Vendor Expectations
- Orders ready within the agreed preparation timeframe before driver pickup
- Accurate and complete order information provided to drivers
- Safe, accessible, and clearly designated pickup location
- Professional treatment of all drivers at all times
- Advance notice for any operational changes or cancellations (24+ hours)
Driver Expectations
- Respond to shift requests (accept or decline) within the designated response window
- Arrive on time and ready to begin deliveries at shift start
- Deliver all orders within the estimated route time
- Follow all delivery instructions accurately
- Communicate proactively about delays or issues
Platform Commitments
- Intelligent route optimization to minimize delivery time and distance
- Accurate driver matching based on location, availability, and performance tier
- Real-time GPS tracking and delivery status updates
- Transparent payout processing within the defined payout period
- 24/7 support access for urgent operational issues
Performance Metrics
≥ 90%
Orders delivered within the estimated route window
< 10 min
Average wait time at vendor pickup location
≥ 95%
Percentage of accepted shifts completed without cancellation
≥ 98%
Orders delivered correctly and without damage
SLA Remedies & Escalation
Performance Below Target
If platform metrics fall below defined targets, FoodRunz will investigate and implement corrective action within 5 business days.
Vendor Non-Compliance
Repeated SLA violations by a Vendor (e.g., chronic late orders, unsafe conditions) will trigger the Vendor Compliance process, up to and including suspension.
Driver Non-Compliance
Repeated SLA violations by a Driver (e.g., no-shows, late arrivals) will trigger platform warnings, suspension, or deactivation.
Escalation Path
Disputes related to SLA performance should be submitted through the FoodRunz support portal. FoodRunz will acknowledge within 1 business day and resolve within 7 business days.
Legal Notice: This SLA is a platform-level framework and does not constitute a guarantee of specific outcomes. FoodRunz recommends all parties have a business attorney review formal contractual obligations.