Service Level Agreement (SLA) Guidelines

1. Core Commitment

Vahanlink Freight Solutions guarantees strict adherence to time-critical and temperature-controlled freight parameters across South India. This Service Level Agreement (SLA) defines the minimum acceptable performance standards, escalation matrices, and compensation structures for our clients.

2. Response & Dispatch Times

3. Cold Chain & Temperature Excursion Limits

For Pharma Cold Chain loads (2–8°C or -20°C), we guarantee zero temperature excursions outside the specified range.

• Continuous temperature data loggers accompany all critical freight.
• Alerts trigger in the command center if temperature deviates by ±0.5°C from the threshold.
• Any sustained excursion (over 15 minutes) beyond the safe limit invokes an immediate full refund of freight charges and triggers the insurance claims process.

4. GPS Tracking & Telemetry

Clients are provided with real-time GPS telemetry via the Client Portal. Location data is guaranteed to update every 5 minutes during active transit. In the event of a telemetry blackout exceeding 30 minutes, dispatch will manually communicate with the driver and notify the client.

5. Transit Delays & Penalties

Delivery ETAs are strictly enforced. Delays caused by force majeure (extreme weather, road closures, strikes, regulatory holds) are exempt. For all other operational delays:

• 2-4 Hours Late: 10% reduction in freight cost.
• 4-12 Hours Late: 25% reduction in freight cost.
• 24+ Hours Late: 100% freight cost waiver.

6. Insurance Claim SLA

All shipments are covered by carrier liability. Additional high-value coverage is provided by TATA AIG, ICICI Lombard, or The New India Assurance Co. Ltd. In the event of cargo damage, Vahanlink guarantees:

• Filing of the First Information Report (FIR) and surveyor appointment within 24 hours.
• A dedicated claims manager assigned to your case.
• Facilitation of claim settlement within 45 business days of documentation submission.