SERVICE LEVEL AGREEMENT

(SLA)

between

BOTIT
And

Concord Toys

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 TABLE OF CONTENTS

1. Purpose
2. Scope of Agreement

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1. Purpose
The purpose of this Support Service Level Agreement (SLA) is to formalize an
arrangement between Botit and Concord Toys (hereinafter, the Vendor) to deliver
equipment and support services, at specific levels of support, and at an agreed-upon cost.
This SLA is intended to provide details of the provision of equipment and support services
by Concord Toys
This SLA will evolve over time, with additional knowledge of the client requirements, as
well as the introduction of new devices and services into the support portfolio provided by
Botit.
2. Scope of Agreement
The following equipment and services are provided in response to the proposal submitted
by the Vendor to Botit in accordance with a Request for Proposals for Botit.

Services and Requests Covered Under This Agreement

The following services are provided by the Vendor for the correct functioning of Botit:

2.1 Kindly specify your working hours:

Weekdays Start Time End Time Last Order

Sunday 9 6
Monday 9 6
Operating Times
Which days of the week, Tuesday 9 6
will you be able to dispatch
Wednesday 9 6
orders?
When will you be able to Thursday 9 6
dispatch orders?
Friday Off Off
Saturday 9 6

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2.2 Order preparation time frame:

Average preparation time Special Conditions

Preparation Time:
How long do you need to
prepare (average) an 3 days
order? (please specify in minutes)
(please specify in minutes)

Extra Preparation Time:

Please list the items or the
categories that require a
longer preparation time.
(please specify in minutes) (please specify in minutes)

2.3 Item dimensions:

Item Dimensions

Item Dimensions: Medium

If available, what are the average Weight Range
sizes of your items (Weight and
Size)? Size Range Medium

What are the size ranges for your

packages (Ex: Small, Medium,
Large) ? Special Conditions

2.4 Your branches and contacts:

Attached to this document you will find an excel sheet Concord Toys Branches & Contacts'
. By signing this SLA, you are confirming the information in Concord Toys Branches &
Contacts' unless you communicate otherwise.

2.5 Vendor Commitments:

● The Vendor commits to confirm the order within 5 minutes.

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 ● Orders received within the agreed upon working hours as communicated above,
have to be prepared within the above agreed upon preparation time.
● Orders received after the above agreed upon working hours have to be confirmed
by the beginning of the next working day within 5 minutes.
● If an item goes out of stock after receiving an order of that item, please make sure
to update the stock on the provided item within 5 minutes and don’t confirm the
received order.
● Please insert any relevant documents, including the invoice or warranty certificates
when applicable, inside the order package or bag.
● Fragile items must be packed in proper packaging suitable for transportation (e.g.
bubble wrap, carton roll, carton box,…etc) and must be labeled as “Fragile”.
● If customer rejects an order due to any issue related to the vendor (such as item is
damaged and undamaged packing, or due to item stock discrepancy) the vendor
will be responsible for the necessary costs accrued.
● You are kindly requested to make sure to update the order status to “Picked Up”
once you’ve handed over the order to your assigned courier. This will be used as a
proof of delivery and will be time stamped, otherwise the item will be considered as
in stock and not dispatched.
● If possible, please hand over orders in a spot covered by your security cameras to
facilitate investigations when needed. Camera records to be kept for at least 30
days.
● If possible, please handle customer refused orders in a spot covered by your
security cameras to facilitate investigations when needed. Camera records to be
kept for at least 30 days.

2.6 Botit Commitments:

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 ● Botit commits to handle the pickup of placed and accepted orders within the promised
time communicated through the application of Botit and during the above agreed
upon working hours of the vendor.
● Botit commits to return customer refused orders upon delivery. Should due to reasons
out of the courier's hand, the order return be delayed, Botit is obliged to return the
items during the next possible working day.
● Botit is in charge of any items damaged during the delivery process as long as Botit
handles the delivery service.
● Botit is in charge of collecting the amount due (Cash on delivery and Online
Payments) for any placed order through Botit.
● Botit will bear the transportation costs of any orders not received due to incomplete
customer information (wrong address / wrong phone).

Disclaimer:

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The above communicated terms and conditions of this service level agreement, will be
revisited after the testing phase of Botit to provide the best operational process to match
the vendors as well as Botit’s standards.

BY SIGNING THIS SERVICE LEVEL AGREEMENT BOTH PARTIES ARE OBLIGED TO

COMMIT TO THE ABOVE COMMUNICATED OPERATIONS (PAGES 1-9).
THIS SERVICE LEVEL AGREEMENT IS ONLY VALID DURING THE TESTING PHASE
OF BOTIT.

Concord Toys Signature Botit Signature

_________________________ _________________________
Adam Mowafi (Managing Partner)

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