Short answer
Do you agree to an SLA for employee transport?
Yes, on request. An SLA with on-time pickup targets, a monthly report and review of trips, delays and complaints, and penalties or service credits can be written into your contract. It is agreed per company rather than offered as one standard document, so the targets fit your shift pattern.
A target only helps if both sides read the same number. The GPS trip history shows when each car reached each pickup and the plant gate, and our written log records every breakdown, cancellation and replacement car. With those two records on the table at the monthly review, the conversation is about causes, such as a road closure, a roster sent late or a driver who needs replacing, rather than about whose figures are right.
Targets
Which service levels can be measured?
Choose measures that the GPS record and our written logs can prove. Measures nobody can check lead to arguments, not improvements.
| Measure | How it is recorded | Typical use in the SLA |
|---|---|---|
| On-time pickup | GPS arrival time vs scheduled time | Target share of trips on time |
| Shift reached on time | GPS arrival at the gate | Target before the shift change |
| Breakdowns and replacements | Written log of breakdowns and replacement cars | Maximum number per month |
| Cancellations by us | Written log | Service credit per cancelled trip |
| Complaints | Confirmed in writing, and again when fixed | Response and closure time |
| Reports on time | Daily email, monthly summary | Report delivered by an agreed date |
The figures (percentages, minutes, credit amounts) are agreed with your company; we do not publish standard numbers.
Remedies
Service credits or penalties: which works better?
Both can be written in. Service credits reduce the next invoice when a target is missed; penalties are a fixed deduction per event. Credits tend to keep the focus on fixing the cause.
Service credits
- A percentage or amount off the next invoice
- Linked to the monthly measure
- Reviewed in the monthly meeting
Penalties
- A fixed deduction per missed trip or late arrival
- Simple to apply, harder to agree fairly
- Need a clear rule for delays outside the driver's control
From target to report
How is an SLA set up and run?
Agree the measures, the data source and the remedy, then review them each month with the report in front of both teams.
- Pick the measures. Two to four measures that matter for your shifts.
- Agree the data. GPS trip history and our written logs as the record.
- Set targets and remedies. Numbers and credits or penalties written into the contract.
- Monthly report. Trips, delays, complaints and replacements.
- Review and adjust. Fix causes; revise targets at renewal.
Questions & answers
SLA questions
Asked by procurement and plant admin.
Is an SLA included as standard?
No. It is written in when a company asks for it, with targets agreed for that company.
What counts as a late pickup?
Whatever the agreement defines, measured against the GPS arrival time. We suggest defining it before the pilot starts.
How do we find out about a delay before the report?
Our office calls or WhatsApps your coordinator as soon as a trip is delayed or cancelled.
Can the SLA change after a few months?
Targets can be reviewed at renewal or as the agreement allows, using the monthly reports.
Keep reading
Related contract guides
- GPS portal and reportsThe data behind the SLA.
- Backup carsWhat happens on a breakdown.
- Escalation and coordinatorWho handles a missed target.
- All contract guidesThe full list.
Short general answers in our Knowledge Hub