1. Purpose & Scope
This Service Level Agreement (“SLA”) defines the operational performance standards expected of every service provider (“Provider”) on the NannyAndNuzzle platform. The SLA is incorporated by reference into the Master Services Agreement and the Provider Code of Conduct. Failure to meet these standards may result in account warnings, ranking reductions, suspension, or removal from the Platform.
2. Response & Acceptance
- New booking requests: respond (accept or decline) within 60 minutes during your published availability window
- Customer messages: reply within 2 hours during business hours; within 12 hours outside business hours
- Acceptance rate target: maintain ≥ 80% of received requests within your stated availability
3. On-Time Performance
- Arrival window: arrive within ± 10 minutes of the agreed start time
- Late notification: if running more than 10 minutes late, notify the Customer through Platform messaging at least 15 minutes in advance
- Punctuality score target: ≥ 95% on-time arrivals over rolling 90 days
4. Booking Completion
- Completion rate target: ≥ 97% of accepted bookings completed
- Provider-initiated cancellations: ≤ 3% over rolling 30 days
- No-show rate: 0% — a single unexcused no-show may trigger immediate suspension
5. Quality & Customer Satisfaction
- Average rating target: ≥ 4.5 / 5.0 over rolling 30 ratings
- Complaint rate: ≤ 2% of completed bookings
- Re-do / refund rate: ≤ 3% of completed bookings
6. Calendar & Availability
- Keep your availability calendar accurate; update at least weekly
- Block out unavailable dates promptly to avoid forced cancellations
- Refresh published service areas every 90 days
7. Documentation & Compliance
- Keep all required licenses, certifications, insurance, and tax forms current
- Re-upload renewed documents before the prior version expires
- Respond to Platform document requests within 72 hours
8. Incident & Safety Reporting
- Report property damage, injury, or safety incidents within 2 hours
- Report suspected abuse or criminal activity to authorities immediately and notify the Platform within 1 hour
- Cooperate fully with any investigation
9. Provider Tiers & Benefits
The Platform may operate Provider tiers (e.g., Standard, Pro, Elite) based on rolling SLA performance. Tier benefits may include reduced Commission rates, priority booking placement, featured-Provider promotion, and access to premium Customer segments. Tier downgrades occur automatically when performance falls below thresholds for a defined review period.
10. SLA Violations & Remedies
When Provider performance falls below SLA thresholds the Platform may, at its discretion, apply one or more of the following:
- Soft warning visible in the Provider portal
- Required completion of a corrective-action plan or refresher training
- Reduced search ranking or visibility
- Tier downgrade with reduced earning capacity
- Temporary suspension of access to new Bookings
- Permanent removal from the Platform
- Forfeiture of pending Payouts where directly attributable to SLA failure
11. Platform Obligations to Provider
In return, the Platform commits to:
- Maintain ≥ 99.5% Platform uptime, measured monthly
- Process eligible Payouts in accordance with the Payment Processing Terms
- Respond to Provider support inquiries within 1 business day
- Investigate Customer disputes promptly and fairly
- Notify Providers in advance of material changes to fees, policies, or SLA thresholds
12. Force Majeure
Neither party is responsible for SLA breaches caused by events beyond reasonable control, including natural disasters, severe weather, pandemics, government action, internet outages, or third-party service failures. Provider must still notify the Platform and the affected Customer as promptly as conditions allow.
13. Measurement & Transparency
Provider performance against this SLA is visible in real time in the Provider portal’s Performance section. Providers may request a written explanation of any enforcement action by contacting support@nannyandnuzzle.com.
14. Updates
SLA thresholds may be adjusted by the Platform with at least thirty (30) days’ prior notice. Continued use of the Platform after the effective date of an update constitutes acceptance.