Vendor SLA
Service Level Agreement
1. Parties
This Vendor Service Level Agreement (“Agreement”) is made and entered into as of [Date] between:
Carelencia Healthcare Pvt. Ltd., operating under the brand name WEDO, having its registered office at Unit No. 143, Phase 1, Sector 38, HSIIDC IE Rai, Sonipat, Haryana – 131029 (hereinafter “WEDO”),
and
[Vendor Name], a [Manufacturer/Distributor/Rental Supplier] with registered office at [Vendor Address] (hereinafter “Vendor”).
Both collectively referred to as the “Parties.”
2. Purpose
This Agreement defines the minimum acceptable Service Levels (SLAs) and performance standards expected from the Vendor while transacting on WEDO’s healthcare marketplace, covering product listing, order processing, packaging, shipment, and customer service obligations.
3. Scope of Services
The Vendor shall:
- Upload and maintain accurate, compliant product listings on WEDO.
- Keep real-time stock levels updated (manual or API-based).
- Accept or reject orders within the specified SLA window.
- Pack, label, and hand over confirmed orders to Shiprocket (or other WEDO-approved logistics partner).
- Provide post-delivery support, warranty, and returns handling per WEDO policy.
4. Service Level Targets
| Activity | Performance Metric | SLA / Target | Measurement |
|---|---|---|---|
| Order Acknowledgment | Vendor must confirm/reject order | Within 60 minutes of notification | System timestamp |
| Dispatch & Pickup | Product handed over to Shiprocket after confirmation | Within 24 hours (same-city) / 48 hours (inter-state) | Shiprocket pickup logs |
| Stock Accuracy | Variance between listed vs. actual stock | ≤ 2% monthly discrepancy | Platform audit |
| Response to Customer Queries | Reply to WEDO/customer inquiries | Within 12 working hours | Ticket logs |
| Return / Replacement | Approve or resolve return request | Within 3 business days | Support CRM |
| Platform Uptime (WEDO side) | Vendor portal access availability | ≥ 99% uptime | System monitoring |
| Data Accuracy | Product data completeness & compliance | 100% verified listings | WEDO QC reports |
5. Penalties & Corrective Measures
| Violation | Impact / Penalty |
|---|---|
| Failure to confirm orders within SLA | Auto-cancellation + 1% deduction from next payout |
| Stock mismatch >2% | Warning → suspension after 3 consecutive months |
| Late dispatch (>24/48 hr) | ₹250 per order or 2% of order value, whichever higher |
| Repeat customer complaints (>5% of monthly orders) | 15-day review & possible delisting |
| Non-response to WEDO compliance alerts | Account suspension until rectified |
| Breach of confidentiality or non-compete | Immediate termination + legal recourse |
6. WEDO’s Obligations
WEDO shall:
- Maintain a functional platform with ≥99% uptime.
- Provide real-time order and payment notifications.
- Facilitate logistics through Shiprocket.
- Release vendor payments bi-weekly after the return period.
- Share vendor performance analytics monthly.
7. Reporting & Review
- WEDO will generate monthly SLA reports shared via email/dashboard.
- Vendors must acknowledge discrepancies within 3 days.
- Continuous non-compliance for 2 months triggers audit or delisting.
8. Term & Termination
- This SLA remains effective as long as the Vendor’s WEDO Onboarding Agreement is active.
- Either Party may terminate with 30 days’ written notice.
- Immediate termination may occur upon serious breach, fraud, or regulatory violation.
9. Relationship of the Parties
- The Vendor operates as an independent contractor, not an employee or partner.
- Vendor may engage with other marketplaces, provided they do not breach WEDO’s Non-Compete Clause.
10. Dispute Resolution
All disputes shall follow WEDO’s three-step procedure:
- Good-faith negotiation → 7 days.
- Mandatory mediation → up to 3 sessions at Sonipat, Haryana.
- Legal remedy → Courts of Sonipat, under Indian law.
11. Notices
Official communications will be sent via email or through the Vendor Portal dashboard. Notices are deemed received within 24 hours of dispatch.
12. Signatures
| For WEDO | For Vendor |
|---|---|
| Name: ____________________ | Name: ____________________ |
| Designation: ______________ | Designation: ______________ |
| Signature: ________________ | Signature: ________________ |
| Date: ____________________ | Date: ____________________ |
