Airsoko Seller Service Level Agreement (SLA)

AIRSOKO SERVICE LEVEL AGREEMENT (SLA)

1. Introduction

This Service Level Agreement (SLA) establishes the terms and responsibilities between Airsoko and its registered sellers to ensure the platform’s performance, operational commitments, and support services. It aims to define clear expectations and guarantee high-quality service delivery for all parties.

2. Scope

This SLA applies to:

• All registered sellers on the Airsoko platform.
• Sellers utilizing Airsoko FBA (Fulfilled by Airsoko) and Self-Shipping services.

3. Platform Availability

• Uptime Guarantee: Airsoko guarantees 99.5% platform uptime, excluding scheduled maintenance. Scheduled maintenance will be communicated to sellers in advance.
• Downtime Compensation: If the platform experiences downtime exceeding the 99.5% uptime threshold, affected sellers may be eligible for credits or fee waivers based on their subscription plan.

4. Seller Support

Support Channels:

• Phone: 0115611777
• Email: [email protected]
• Help Center: support.airsoko.com
• Live Support: Available through the seller portal.

Support Hours:

• 12-Hour Support: Monday to Sunday, 8:00 AM to 8:00 PM (EAT).

Response Times:

• Critical Issues (e.g., platform access issues): 2 hours
• Operational Issues (e.g., order or shipping problems): 8 hours
• General Inquiries: 24 hours

5. Order Fulfillment Standards

• Order Confirmation: Sellers must confirm orders within 24 hours of order placement.
• Shipping Commitments: Airsoko FBA: Processing Time: Orders will be processed within 1 business day after confirmation.Delivery: Orders will be delivered within 3–5 business days within Kenya.Self-Shipping: Sellers must ship within 2 business days of order confirmation.Maximum delivery time: 7 business days.
• Airsoko FBA: Processing Time: Orders will be processed within 1 business day after confirmation.Delivery: Orders will be delivered within 3–5 business days within Kenya.
• Processing Time: Orders will be processed within 1 business day after confirmation.
• Delivery: Orders will be delivered within 3–5 business days within Kenya.
• Self-Shipping: Sellers must ship within 2 business days of order confirmation.Maximum delivery time: 7 business days.
• Sellers must ship within 2 business days of order confirmation.
• Maximum delivery time: 7 business days.
• Delay Management: Sellers must communicate delays due to external factors (e.g., weather, courier delays) to Airsoko and the customer, maintaining transparent communication.

6. Performance and Compliance Monitoring

• Order Fulfillment Rate: Sellers must maintain a minimum fulfillment rate of 95%. Failure to meet this standard may result in penalties.
• Return and Refund Compliance: Sellers must adhere to Airsoko’s return and refund policy. Refunds should be processed within 48 hours after approval.
• Penalty for Violations: Non-compliance with fulfillment or shipping standards may result in temporary suspension, financial penalties, or account termination based on the severity of the violation.

7. Dead Stock Management

• Definition: Inventory that remains unsold for 180 consecutive days without sales activity is classified as dead stock.
• Seller Responsibility: Sellers are responsible for monitoring and managing inventory to avoid dead stock. Promotional strategies, discounts, or product bundles are encouraged.
• Dead Stock Review Process: Notification: Airsoko will notify sellers of potential dead stock at least 30 days in advance.Required Action: Sellers must take corrective action within this period.Non-Action Consequences: Airsoko reserves the right to delist the product, return it (Airsoko FBA), or impose long-term storage fees.
• Notification: Airsoko will notify sellers of potential dead stock at least 30 days in advance.
• Required Action: Sellers must take corrective action within this period.
• Non-Action Consequences: Airsoko reserves the right to delist the product, return it (Airsoko FBA), or impose long-term storage fees.
• Disposal: After 210 days of non-movement, Airsoko may dispose of or liquidate dead stock if the seller fails to reclaim it.

8. Risk Transfer

Risk for products shifts to Airsoko when:

• The item is received at an Airsoko FBA center.
• The item is collected by an Airsoko logistics partner.

9. Data Security and Privacy

• Seller Data Protection: Airsoko complies with data privacy laws and ensures seller data is securely managed.
• Access Control: Only authorized Airsoko personnel will access seller data and financial information.

10. Payment Terms

• Payment Disbursement: Payments are processed within 7 days after order completion. For Airsoko FBA, deductions for storage, handling, and other fees are transparently itemized.
• For Airsoko FBA, deductions for storage, handling, and other fees are transparently itemized.
• Order Completion: Defined as when the order is delivered and payment is fully processed.
• Withholding Taxes: Airsoko will withhold applicable taxes on commissions exceeding 24,000 KES annually.
• Banking Hours: Payments are processed during standard banking hours: Monday–Friday, 8:30 AM to 4:00 PM (EAT). Airsoko currently uses Equity Bank for all payment transactions.
• Dispute Handling: Payment discrepancies must be raised within 30 days through the seller portal.

11. Dispute Resolution

• Initial Resolution: Managed through Airsoko’s support channels.
• Escalation: Unresolved disputes will escalate to Airsoko’s arbitration panel. Independent mediation may be pursued if necessary.

12. Termination Terms

• For Breach: Severe violations (e.g., fraud, repeated non-compliance) result in immediate suspension.
• Voluntary Termination: Requires a 30-day notice. All outstanding fees must be settled prior to deactivation.

13. Reporting and E-Receipts

• Sales Reports: Sellers can access detailed sales reports (daily, weekly, or monthly) through their dashboards.
• E-Receipts: Downloadable from the seller portal and branded under the seller’s name.

14. Amendments and Notifications

Airsoko reserves the right to amend this SLA with at least 14 days' notice, communicated via the seller portal and email.