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Service Level Agreement (SLA) for Sudz-Ez

Effective Date: 1/1/2025

This Service Level Agreement ("SLA") outlines the standards of service and expectations between Sudz-Ez ("Company," "we," "our," or "us") and its users, including clients, service providers, and couriers (collectively, "Users").

 

1. Purpose

The purpose of this SLA is to define:

  • The service levels Sudz-Ez commits to maintaining.

  • The responsibilities of Sudz-Ez and its Users.

  • The procedures for reporting and resolving service-related issues.

 

2. Scope of Services

Sudz-Ez provides a platform to connect clients, service providers, and couriers for laundry pickup, cleaning, and delivery services. This SLA applies to the use of the Sudz-Ez platform and associated services.

 

3. Company Responsibilities

Sudz-Ez is committed to providing:

a. Platform Availability

  • The platform will maintain an uptime of 99.5% per calendar month, excluding scheduled maintenance and force majeure events.

  • Scheduled maintenance will be communicated at least [Insert Notice Period, e.g., 48 hours] in advance.

b. Customer Support

  • Support channels will be available via:

  • Response times for support inquiries:

    • Critical Issues (e.g., platform outages): Response within 1 hour.

    • Non-Critical Issues: Response within 48 hours.

c. Service Quality Standards

  • Ensure accurate and timely communication between clients, service providers, and couriers.

  • Monitor and enforce service provider and courier adherence to delivery schedules and quality standards.

 

4. User Responsibilities

a. Clients

  • Provide accurate and complete order details, including delivery address and special instructions.

  • Be available for pickups and deliveries during the designated timeframes.

  • Notify Sudz-Ez promptly of any issues or discrepancies with services.

b. Service Providers

  • Adhere to agreed-upon service quality and completion times.

  • Maintain clean and operational facilities for laundry processing.

  • Comply with health and safety regulations.

c. Couriers

  • Ensure timely pickups and deliveries.

  • Communicate any delays or issues through the platform.

  • Maintain valid licenses, insurance, and a safe vehicle.

 

5. Service Metrics and Targets

a. Delivery Times

  • Standard delivery: Within 4-24 hours from pickup.

  • Scheduled delivery: Dependent on operating hours of selected provider

  • Expedited delivery (if available): Within [Insert Timeframe, e.g., 12-24 hours].

b. Order Accuracy

  • Target: 99% of orders delivered as requested.

c. Issue Resolution Time

  • Minor issues: Resolved within 2 business days.

  • Major issues: Resolved within 5 business days.

 

6. Reporting and Escalation

a. Issue Reporting

b. Escalation Procedure

  • Step 1: Contact customer support.

  • Step 2: If unresolved, escalate to the Sudz-Ez operations manager.

  • Step 3: Further unresolved issues may be addressed to the executive team at [Insert Email/Contact].

 

7. Exclusions

The following are excluded from the scope of this SLA:

  • Issues caused by incorrect or incomplete information provided by Users.

  • Delays or failures due to force majeure events, such as natural disasters or government actions.

  • Third-party services or systems not under the control of Sudz-Ez.

 

8. Amendments and Updates

Sudz-Ez reserves the right to amend this SLA. Updates will be communicated through the platform or via email. Continued use of the platform constitutes acceptance of the updated terms.

 

9. Contact Information

For questions or concerns regarding this SLA, please contact us at:

  • Email: info@sudzez.com

  • Address: 8 The Green, Suite B, Dover Delaware 19901

  • Phone: 410-824-1586

 

Thank you for choosing Sudz-Ez. We are committed to delivering exceptional service and ensuring your satisfaction.

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