Service Level Agreement
For Transporters / Logistics Partners
1. INTRODUCTION
This Service Level Agreement (SLA) is entered into between:
- TOLA Digital Trade & Supply Chain Ecosystem – a Digital Trade & Supply Chain Ecosystem ("TOLA")
- Transporter / Logistics Partner (the "Transporter")
This SLA defines the service standards, roles, responsibilities, rights, and obligations governing the participation of Transporters on the TOLA Digital Trade & Supply Chain Ecosystem.
2. DEFINITIONS
- TOLA Digital Trade & Supply Chain Ecosystem: A digital platform that orchestrates trade, logistics, and transaction data without holding or controlling funds.
- Transporter: A logistics or transportation service provider onboarded on the TOLA Digital Trade & Supply Chain Ecosystem.
- Buyer: The purchaser of goods.
- Seller: The supplier of goods.
- Delivery Confirmation: Digital confirmation that delivery has been successfully completed.
- Payment Service Provider (PSP): A licensed third-party entity responsible for receiving, holding, and disbursing funds.
3. SCOPE OF SERVICES
The Transporter agrees to provide the following services via the TOLA Digital Trade & Supply Chain Ecosystem:
- Receive transport orders digitally
- View full order details (Pickup, Destination, Cargo Data)
- Accept or reject orders within response window
- Collect cargo from Seller
- Transport cargo safely within timeframe
- Deliver cargo to Buyer
- Submit digital Proof of Delivery (POD)
- Participate in tracking and reporting
4. SERVICE LEVELS
4.1 Pickup Time
Cargo must be collected within 10 minutes to 8 hours after order receipt and confirmation.
4.2 Transit Time
Shall follow agreed route and timeline. Variance not to exceed ±10%.
4.3 Delivery Success Rate
Minimum successful delivery rate: 95%.
4.4 Communication & Responsiveness
Emergency issues: 30 minutes. Non-urgent issues: 2 hours.
5. PROOF OF DELIVERY (POD)
The Transporter must upload valid digital POD (Signature, Photos, GPS) via TOLA. Failure results in delayed payout.
6. CARGO SAFETY & INCIDENT REPORTING
Transporter is responsible for cargo from pickup to delivery. Must report incidents within 1 hour via TOLA.
7. PAYOUTS & FEES
Payouts executed via licensed PSP upon delivery confirmation.
7.1 Platform Coordination Fee
A 3% fee is deducted from the transaction value for coordination, matching, and tracking services. This is processed automatically via the PSP.
8. PENALTIES & DEDUCTIONS
| Event | Consequence |
|---|---|
| Unjustified delivery delay | Deduction up to 10% |
| Invalid or missing POD | Payout suspension |
| Cargo damage or loss | Compensation based on value |
| Repeated non-responsiveness | Warning, suspension, or removal |
9. DISPUTE RESOLUTION
Complaints reviewed within 5 business days. Final determinations rely on TOLA system records.
10. LEGAL COMPLIANCE
Transporter must comply with all Tanzanian transportation laws and maintain valid licenses/insurance.
11. DATA PROTECTION
All data is confidential and may not be disclosed without authorization.
12. SUSPENSION OR TERMINATION
TOLA may suspend access for violations or terminate with 7 days' notice (immediate for material breach).
13. DIGITAL ACCEPTANCE
This SLA is entirely digital and binding.
By creating an account and accepting transport orders, the Transporter legally agrees to all terms. No physical signatures are required. System records constitute conclusive evidence.