10-Day Service Level Agreement (SLA) Terms

Purpose and Scope:

The content below outlines the complete commercial and legal terms for the 10-Day Service Level Agreement (SLA). This agreement formalizes a strategic partnership, defining the Client's Quarterly Volume Commitment (QVC) and the reciprocal obligations for a guaranteed 10-business-day production lead time and subsequent SLA credit penalties.

NOTE: This webpage is for review and transparency only. The legally binding SLA, customized with your specific pricing and volume commitment, will be provided as a final PDF document for digital signature upon acceptance of your commercial proposal.

Section 1: Commitment and Term

1.1 Scope and Term

This 10-Day SLA governs the commercial relationship regarding guaranteed production lead times between PackMentor and the Client.

  • Agreement Term: This Agreement shall commence on the Effective Date and remain in effect for a period of Twelve (12) Months.

1.2 Quarterly Volume Commitment (QVC)

The strategic pricing applied to the Client's orders is conditional upon the Client committing to and meeting a minimum Quarterly Volume Commitment (QVC), as specified in the accepted Proposal.

  • QVC Failure: If the Client fails to meet the QVC, PackMentor reserves the right to review and adjust the Unit Price for subsequent orders to a higher, non-SLA rate.

Section 2: The 10-Day Guarantee

2.1 Defined Service Level

PackMentor guarantees that all production orders placed under this SLA, provided they meet the minimum order quantity (MOQ) and are for the agreed-upon specification, will be manufactured and ready for dispatch within Ten (10) Business Days of the order being confirmed and paid ("the Service Level Window").

2.2 Commencement of Service Level Window

The Service Level Window commences at 9:00 AM GMT on the first business day following the day the following three conditions are simultaneously met:

  1. A valid Purchase Order (PO) is received by PackMentor.

  2. The Client's agreed payment terms are fulfilled (e.g., payment received or credit check confirmed).

  3. All necessary final specifications and approved artwork files are received.

Section 3: SLA Failure and Credit

3.1 SLA Breach

An SLA Breach occurs if PackMentor fails to have the production order ready for dispatch by 5:00 PM GMT on the Tenth (10th) Business Day of the Service Level Window.

3.2 SLA Credit (Penalty)

In the event of an SLA Breach, the Client is entitled to an SLA Credit calculated against the total manufacturing value of the delayed order:

  • Credit Amount: A fixed credit of 5% of the total manufacturing value of the order will be applied to the Client's next invoice.

  • Maximum Liability: The SLA Credit is the Client's sole remedy for any failure to meet the 10-Day Service Level. The cumulative credit applied under this clause shall not exceed 10% of the quarterly invoice total.

All payment terms and credit limits are subject to PackMentor's ongoing financial assessment of the Client's account status and are subject to immediate review should the account fall outside the agreed term