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. See the Service Credits section below for details.
| 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.
This law says we must deliver services with reasonable care, in reasonable time, and at a reasonable price. Our SLA promises more than this legal minimum.
Section 13 requires reasonable care and skill in every service we carry out. Our SLA turns 'reasonable' into exact, measurable numbers.
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.
A service level agreement (SLA) in delivery and logistics is a formal contract that defines the expected level of service, including on-time delivery rates, response times for enquiries and issues, resolution timeframes, and platform uptime. It also specifies the remedies available — typically service credits — when the provider fails to meet committed targets.
GiantVan's SLA covers all these areas across three tiers: Standard, Professional, and Enterprise.
GiantVan guarantees on-time delivery rates of 95% for Standard SLA clients, 98% for Professional SLA clients, and 99.5% for Enterprise SLA clients. 'On-time' means delivery within the agreed time window communicated at booking confirmation. These rates are measured on a rolling 30-day basis and exclude force majeure events.
When GiantVan misses an SLA target, service credits are automatically applied to your next invoice. For late deliveries, credits range from 10% (Standard) to 25% (Enterprise) of the booking value. For missed deliveries within our control, credits range from 25% to 100%. You do not need to submit a claim — credits are calculated and applied automatically.
Service credits are calculated as a percentage of the affected booking value or monthly spend, depending on the type of breach. Credits are capped at 100% of the relevant amount. All credit calculations exclude VAT. Credits appear on your next invoice with a full incident reference number.
Response times vary by SLA tier: Standard clients receive responses within 8 hours (email) or 4 hours (live chat). Professional clients receive responses within 4 hours (email) or 2 hours (live chat). Enterprise clients receive responses within 1 hour (email) or immediately (live chat), with 24/7 emergency support access.
GiantVan's formal SLA with service credits applies exclusively to enterprise account holders. Consumer bookings are covered by our standard terms and conditions, which comply with the Consumer Rights Act 2015. To access SLA-backed service, businesses need to register for an enterprise account.
Yes. Enterprise tier clients (50+ bookings per month) can negotiate custom SLA terms tailored to their specific requirements. This may include tighter delivery windows, higher on-time targets, custom escalation procedures, or enhanced service credit rates. Contact your account manager or our enterprise team to discuss.
SLA performance is measured automatically through our platform systems. On-time delivery is tracked via GPS and delivery confirmation timestamps. Response times are measured from ticket creation to first substantive response. Platform uptime is monitored by independent third-party monitoring services.
The SLA excludes events outside GiantVan's reasonable control, including force majeure events, UK-wide severe weather warnings (Met Office Amber or Red), customer-caused delays such as incorrect addresses or access issues, and scheduled platform maintenance communicated at least 72 hours in advance.
Standard tier clients receive monthly SLA performance reports via email. Professional clients receive weekly reports and quarterly business reviews. Enterprise clients have access to real-time SLA monitoring through the enterprise dashboard, plus quarterly reviews with their dedicated account manager.
Yes. GiantVan's SLA forms part of the enterprise service agreement and is governed by the laws of England and Wales. It constitutes a contractual commitment, and dispute resolution follows a defined process from informal resolution through to mediation via CEDR and, if necessary, proceedings in the courts of England and Wales.
The SLA is reviewed every six months. Amendments are communicated with 90 days' written notice. The current version is v3.0, effective from 1 January 2026.
Yes. GiantVan's SLA covers office removals and commercial relocations as well as regular delivery services. For project-based work such as office moves, the SLA governs start-time accuracy, communication response during the move day, and resolution of any damage or delay claims. Enterprise clients can negotiate project-specific SLA riders for large-scale relocations.
Consumer bookings are covered by GiantVan's standard terms and conditions, which comply with the Consumer Rights Act 2015. A B2B delivery SLA goes further — it defines precise numeric targets for on-time delivery, response times, and platform uptime, and it specifies automatic service credits for any breach.
Business clients on an enterprise account or trade account receive the full SLA framework, whereas consumer bookings do not include performance credits.
Yes. Many of our corporate clients use GiantVan's SLA documentation to satisfy internal supplier approval processes, ISO 9001 compliance audits, or procurement committee requirements. Enterprise clients can request a countersigned SLA document, a Data Processing Agreement (UK GDPR), and a Business Continuity Plan summary. Contact our enterprise team to request these documents.
GiantVan's SLA is unusual in the UK logistics market because service credits are applied automatically — you do not need to raise a claim. Most competitors require clients to submit a formal complaint and wait for a credit decision.
Our platform monitors every booking against SLA targets in real time, calculates any credit due, and applies it to the next invoice. Your accounts team receives a clear credit line on the invoice with a full incident reference — no chasing required.
Join hundreds of UK businesses with guaranteed delivery performance from GiantVan.
