Service Level Agreement (SLA)

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1. Purpose

This Service Level Agreement defines the minimum performance and quality standards that all ServiLynk service providers are required to meet in order to remain active on the platform.

2. Response Time

Providers must acknowledge booking requests within 2 hours of receiving a notification during stated working hours. Failure to respond within this window may result in the booking being reassigned.

3. Job Completion Rate

Providers are expected to maintain a minimum job completion rate of 90%. Repeated cancellations or no-shows below this threshold will trigger a performance review.

4. Customer Rating

Providers must maintain an average customer rating of 3.5 stars or above (out of 5) over any rolling 30-day period. Providers falling below this threshold will be placed on a performance improvement plan.

5. Dispute Resolution

In the event of a service dispute, the Provider must cooperate fully with ServiLynk's dispute resolution process and respond to queries within 48 hours.

6. Reporting

Performance metrics are visible to each Provider in their account dashboard. ServiLynk will notify Providers of SLA breaches via email and in-app notification.

7. Consequences of SLA Breach

Persistent SLA breaches may result in temporary suspension, reduced visibility in search results, or removal from the platform at ServiLynk's discretion.