GiantVan B2B Delivery Guarantees
When your company entrusts us with deliveries, office removals, or commercial relocations, you deserve precise knowledge of the service standard you will receive — and clear recourse when we fall short. GiantVan's SLA defines both.
A service level agreement (SLA) is a formal, legally binding contract between a service provider and a business client that defines the expected standard of service, the metrics used to measure performance, and the remedies available when targets are not met.
In logistics and commercial delivery, SLAs typically govern: on-time delivery rates, response times for enquiries and issues, resolution timeframes for complaints, platform or system availability, and financial remedies such as service credits or refunds.
For businesses that depend on reliable delivery — retailers fulfilling customer orders, offices relocating staff, property management firms coordinating tenant moves, and manufacturers with time-sensitive supply chains — an SLA transforms a promise into a contractual commitment with measurable consequences.
GiantVan's SLA is built around clear, independently verifiable KPIs. Each metric has a defined measurement methodology, an escalation procedure when targets slip, and automatic financial remedies so you are never left chasing a credit note.
Included with: Starter tier (5–19 bookings/mo)
The Standard SLA provides baseline performance commitments suitable for businesses with moderate delivery volumes. It covers essential metrics including on-time delivery, booking confirmation, and issue resolution.
Included with: Professional tier (20–49 bookings/mo)
The Professional SLA delivers enhanced commitments with faster response times, tighter delivery windows, and higher service credit rates. Ideal for businesses where delivery reliability directly impacts customer satisfaction.
Included with: Enterprise tier (50+ bookings/mo)
The Enterprise SLA is our highest level of commitment, offering near-guaranteed delivery performance, priority response handling, and maximum service credits. Designed for organisations where logistics failure carries significant business impact.
| Performance Metric | Standard | Professional | Enterprise |
|---|---|---|---|
| On-Time Delivery Rate | 95% | 98% | 99.5% |
| Booking Confirmation Time | Within 4 hours | Within 2 hours | Within 30 minutes |
| Issue Response Time | Within 8 hours | Within 4 hours | Within 1 hour |
| Issue Resolution Time | Within 48 hours | Within 24 hours | Within 4 hours |
| Platform Uptime | 99.5% | 99.9% | 99.99% |
| Reporting Delivery | Monthly | Weekly | Real-time dashboard |
| Account Manager Response | Next business day | Same business day | Within 2 hours |
| Escalation to Senior Management | On request | Automatic after 24 hours | Automatic after 4 hours |
All metrics measured on a rolling 30-day basis. Performance targets exclude force majeure events, acts of God, UK-wide severe weather warnings (Amber or Red), and customer-caused delays (e.g., incorrect address, access issues, item not ready for collection).
Our on-time delivery commitment is the cornerstone of our SLA. We define 'on-time' as delivery completed within the agreed time window communicated at booking confirmation.
| Service Type | Standard Window | Professional Window | Enterprise Window |
|---|---|---|---|
| Same-Day Delivery | Within 4-hour slot | Within 2-hour slot | Within 1-hour slot |
| Next-Day Delivery | AM/PM (6-hour slot) | Within 4-hour slot | Within 2-hour slot |
| Scheduled Delivery | Within agreed date | Within 4-hour slot | Within 2-hour slot |
| Office Removals | Within agreed date | Start within 1 hour of agreed time | Start within 30 minutes |
If a delivery is completed outside the agreed window — for reasons within GiantVan's control — the booking qualifies for a service credit as detailed in the Service Credits section below.
| Channel | Standard | Professional | Enterprise |
|---|---|---|---|
| 8 hours | 4 hours | 1 hour | |
| Phone | 4 hours callback | 2 hours callback | Immediate answer |
| Dashboard Chat | 8 hours | 2 hours | 30 minutes |
| Account Manager (direct) | Next business day | Same day | 2 hours |
| Emergency Line | N/A | 24/7 (4-hour response) | 24/7 (1-hour response) |
"Response" means a substantive reply that acknowledges the issue, provides relevant information, and sets expectations for next steps — not an automated acknowledgement.
Initial point of contact for all service issues. Responsible for immediate resolution of delivery delays, driver issues, and booking changes.
Escalated automatically if Level 1 resolution exceeds the committed timeframe. Your account manager takes ownership and coordinates cross-team resolution.
For Professional and Enterprise clients, issues unresolved after twice the committed resolution time are escalated to our Head of Operations with a formal incident report.
For Enterprise clients, any issue unresolved after 72 hours or any critical service failure is escalated directly to the Managing Director.
| Level Transition | Standard | Professional | Enterprise |
|---|---|---|---|
| L1 → L2 | After 48 hours | After 24 hours | After 4 hours |
| L2 → L3 | On request only | After 48 hours | After 8 hours |
| L3 → L4 | N/A | On request | After 72 hours or critical failure |
| SLA Breach Type | Standard Credit | Professional Credit | Enterprise Credit |
|---|---|---|---|
| Late delivery (within GiantVan control) | 10% of booking | 15% of booking | 25% of booking |
| Missed delivery (no-show, within control) | 25% of booking | 50% of booking | 100% of booking |
| Response time breach | 5% of monthly spend | 10% of monthly spend | 15% of monthly spend |
| Resolution time breach | 5% of monthly spend | 10% of monthly spend | 15% of monthly spend |
| Platform downtime (exceeding allowance) | 2% per hour over | 5% per hour over | 10% per hour over |
| Component | Standard | Professional | Enterprise |
|---|---|---|---|
| Booking Platform | 99.5% | 99.9% | 99.99% |
| Tracking Dashboard | 99.5% | 99.9% | 99.99% |
| API Endpoints | 99.5% | 99.9% | 99.99% |
| Reporting Engine | 99.0% | 99.5% | 99.9% |
Uptime is measured over each calendar month, excluding scheduled maintenance windows. Scheduled maintenance is communicated at least 72 hours in advance and is typically performed between 02:00–05:00 GMT on Sundays.
For API-specific availability details, see our API documentation.
All enterprise clients receive a monthly SLA performance report covering on-time delivery rate vs target, average response and resolution times, platform uptime percentage, service credits issued (if any), and trend analysis.
Professional and Enterprise clients receive quarterly business reviews covering SLA performance, cost optimisation opportunities, and service improvement recommendations.
Enterprise clients have access to real-time SLA monitoring through the enterprise dashboard, including live KPI tracking, incident logs, and service credit calculations.
5,000+ drivers ensure no single point of failure
Cloud infrastructure across multiple UK data centres
RTO: 4 hours, RPO: 1 hour
+40% capacity within 24 hours
Proactive notification of any service disruption
Business continuity plan tested annually. GiantVan holds Goods-in-Transit, Public Liability, and Employer's Liability insurance — policy certificates and executive summary available to Enterprise clients on request.
Establishes that services must be performed with reasonable care and skill, within a reasonable time, and for a reasonable price. Our SLA exceeds these baseline requirements significantly.
Section 13 requires that services are carried out with reasonable care and skill. Our SLA formalises and quantifies what 'reasonable' means for delivery services.
Protects your right to charge interest on late service credit payments. GiantVan commits to processing all service credits within 30 days.
All personal data processed under this SLA is handled in accordance with UK GDPR. A Data Processing Agreement is available on request.
5 business days
Speak with your account manager.
10 business days
Escalate to Head of Operations.
Centre for Effective Dispute Resolution.
Courts of England and Wales.
GiantVan reserves the right to amend SLA targets and service credit rates with 90 days' written notice. Any changes that materially reduce service commitments give the client the right to terminate without penalty within the notice period.
Contact your account manager or email enterprise@giantvan.com.
Request a demo and we will include full SLA details in your tailored proposal.
Enterprise tier clients can negotiate bespoke terms — tighter delivery windows, higher on-time targets, custom escalation paths.
For office moves and commercial relocations specifically, visit our office removals service page to understand how the SLA applies to scheduled project work.
For general enquiries about B2B service standards, contact our team or request a quote.
You can also read more about GiantVan and our safety standards to understand the operational commitments that underpin every SLA.
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