Service Level Agreement
Last updated: 1 January 2026
1. Scope
This SLA describes the operating standards Fredicare Logistics targets for business and medical consignments.
2. Pickup windows
Standard pickups are completed within 4 working hours of a confirmed booking. Express and same-day bookings are prioritised and typically collected within 60 minutes within our core operating areas.
3. Delivery performance
We target 99% on-time delivery against the estimated window quoted at booking. Where we miss a committed window for reasons within our control, the delivery fee for that consignment is credited to your account.
4. Cold-chain commitments
Temperature-sensitive consignments travel in monitored insulated containers. We maintain the agreed range throughout transit and avoid unnecessary intermediate stops.
5. Tracking and visibility
Every consignment receives a tracking number at booking, accessible without login. Status events are posted at each operational checkpoint.
6. Support response
WhatsApp and phone enquiries during business hours receive a first response within 30 minutes. Email enquiries receive a first response within 4 working hours.
7. Escalation
Issues not resolved at first contact are escalated to an operations supervisor within 2 hours and acknowledged in writing.
8. Business hours
Monday to Saturday, 7:00am – 8:00pm. Emergency medical dispatch can be arranged outside these hours by prior agreement.