SLA

Updation (All Slots)

Complaint

False Updation

Maximum deduction

Incentive Calculation (Without Bonus)

NPS / 4 * Number of orders served in the month

Qualifier for Incentive

Acceptance (90%)

Rejection (90%)

All same day allocated orders should be accepted/rejected within 30 mins

- All Next day allocated orders should be accepted/rejected within 2 hours 
- All orders to be updated before 30 mins of slot end time
- All midnight orders to be delivered within 23:00 hrs – 00:00 hrs and to be updated by the next day of d
- In case of Customer complaints – Discretion of FNP officials for Refund / Redelivery (or both) will be F
- No handwritten message card to be sent - FNP Printed message to be sent
- Cake should be sent in FNP box (Non FN"s should send cake in plain white box)
- Knife and candles should be sent with every cake.
- Receivers name to be updated while marking the order as delivered. Do not write ‘Self”.
- All orders should be updated through Ghartak APP along with Proof of Delivery & Quality Check Imag
- Zero rejection on agreed pin code.
- Maximum deduction will be 10% of your total billing 
- Achieving each bonus point will help reducing the denominator while calculating the NPS (EG - On ac
 Target
98%
95-98%
Less than 95%
Less than .25%
.25-.99%
Equal or more than 1%
0%

10%

Incentive Bonus Booster Metrics

Substitution
Rejection
Time Slot Change

Target
Same Day Acceptance Target - 30 mins
One day prior order Acceptance - 2 hours
Same Day Rejection Target - 30 mins
One day prior order rejection Target - 2 hours

be accepted/rejected within 30 mins

be accepted/rejected within 2 hours 
mins of slot end time
ithin 23:00 hrs – 00:00 hrs and to be updated by the next day of delivery date before 9:00 AM.
scretion of FNP officials for Refund / Redelivery (or both) will be Final and binding.
sent - FNP Printed message to be sent
on FN"s should send cake in plain white box)
th every cake.
e marking the order as delivered. Do not write ‘Self”.
h Ghartak APP along with Proof of Delivery & Quality Check Images

your total billing 

reducing the denominator while calculating the NPS (EG - On achieving 1 bonus point- NPS / 3 , On achieving a
 Description
No deduction
Twice of Delivey Charge
5%
No deduction
Twice of Product Price
5%
1% Billing Deduction for every case

Acheiveable Target Bonus Point

Less than 2% 1
Less than 12% 1
Less than 2% 1

ate before 9:00 AM.

bonus point- NPS / 3 , On achieving all bonus point - NPS /1 )

Incentive + Bonus booster
NPS /3* No of orders
NPS /2*No of orders
NPS /1*No of orders