Operational Commitments
Operational Commitments: SLAs, KPIs & Compliance
Guide: At a glance • SLAs • KPIs • Compliance • Audit & Training • Emergency & TREM • Data & Retention • Continuous Improvement
Our commitments give customers predictable, safe and compliant road‑freight delivery. Below are typical frameworks we implement and contract, tailored per lane, commodity and risk profile.
KPI Matrix (typical targets by lane type)
Metro/Regional: OTIF ≥ 98% • ePOD ≤ 1h • Roadside ≤ 45m metro • Idling ≤ 5% • Safety score ≥ 92/100 • Fuel variance ≤ 2%
Long-haul Domestic: OTIF ≥ 97% • ePOD ≤ 2h • Roadside ≤ 60m metro / ≤ 120m remote • Idling ≤ 6% • Safety score ≥ 90/100 • Fuel variance ≤ 2%
Cross-border (Non-DG): OTIF ≥ 96% • ePOD ≤ 4h (border impact) • Roadside ≤ 90m metro / ≤ 150m remote • Idling ≤ 7% • Safety score ≥ 90/100 • Fuel variance ≤ 2.2%
Dangerous Goods (DG): OTIF ≥ 96% • ePOD ≤ 2h • Roadside ≤ 60/120m • Idling ≤ 6% • Safety score ≥ 92/100 • Fuel variance ≤ 2%; Full DG/TREM controls
SLAs at a glance
Availability ≥ 97–99% • Roadside ≤ 60/120 min • OTIF ≥ 97% • ePOD ≤ 2h • Claims ≤ 30 days*
KPIs at a glance
Fuel variance ≤ 2% • Shrinkage ≤ 0.3% • Safety score ≥ 90/100 • 100% speed compliance • Idling ≤ 6%
Compliance at a glance
ISO 9001/14001/45001 • POPIA • NRTA/AARTO • SANS 10231/10232/10228/10229 • Fire & TREM
Service Level Agreements (SLAs)
• Response & Acknowledgement: same business day.
• Initial Scoping: 1 business day; Quotes: 1–3 business days (scope dependent).
• Fleet Availability: contract targets typically ≥ 97–99% (per lane and asset class).
• Roadside Response: ≤ 60 min (metro) / ≤ 120 min (remote).
• OTIF / DIFOT: ≥ 97% (contracted) with proactive exception handling.
• POD: ePOD within 2 hours; hard‑copy POD 24–48 hours where required.
• Claims: first notice within 24 hours; closure ≤ 30 days (complex by agreement).
Key Performance Indicators (KPIs)
• Fuel Variance: ≤ 2% (diesel theoretical vs actual); Bulk Shrinkage: ≤ 0.3% (site‑specific).
• Driver Safety Score: ≥ 90/100; harsh events per 1,000 km trending downward.
• Speed Compliance: 100% adherence to legal and geo‑fenced limits.
• Security: zero hijack/theft tolerance; route‑risk mitigations implemented and audited.
• Emissions & Idling: idling ≤ 6% of engine hours (lane dependent) with continuous improvement.
Compliance & Standards
• ISO: ISO 9001 (Quality), ISO 14001 (Environmental), ISO 45001 (OH&S); ISO 27001 (InfoSec) for software platforms.
• Legal: OHS Act; POPIA; National Road Traffic Act (NRTA) and AARTO requirements.
• Dangerous Goods (where applicable): SANS 10231 (operations), SANS 10232 (TREM/ERG), SANS 10228/10229 (classification/packaging).
• Training: DG driver certification, medicals, inductions and refreshers tracked.
• Fire Safety: risk assessments; on‑vehicle extinguishers; depot fire‑fighting equipment and spill kits; drills per SANS/municipal by‑laws.
• TREM: correct TREM cards on board; SDS accessible; 24/7 emergency contact on documents/vehicles; tested escalation workflow.
Audit & Training Cadence
• Internal ISO 9001 process audits: quarterly; management review: bi‑annually.
• Safety (ISO 45001) and environmental (ISO 14001) inspections: monthly; findings tracked to closure.
• POPIA data‑handling checks: quarterly; access reviews: bi‑annually.
• DG/TREM refresher training (where applicable): annually; fire‑warden & first‑aid: per legal interval.
• Driver programme: induction + annual refreshers; coaching triggered by telematics events.
Emergency Response & TREM
• Correct TREM cards and SDS accompany loads (where DG applies); 24/7 emergency numbers on documents and vehicles.
• Control centre escalation within 5 minutes of incident flag; coordination with authorities and service providers.
• Spill kits, extinguishers and muster points at depots; documented drills with outcomes logged.
• Post‑incident investigation and corrective actions tracked to closure.
Data & Documentation Retention
• POPIA‑aligned processing with role‑based access and audit trails.
• Retention windows (typical): ePOD/telemetry/incident media ≥ 5 years (contract‑specific); training, maintenance and safety records per legal minimums or contract, whichever is greater.
• Secure backups and integrity checks; data subject requests process documented.
Continuous Improvement & Reporting
• Monthly SLA/KPI dashboard with variance analysis and corrective actions.
• PDCA cycle embedded in quality system; trend reviews by lane and customer.
• Joint business reviews (quarterly) with agreed action plans and owners.
• Root‑cause analysis for exceptions (5‑Whys/Fishbone) and close‑out tracking.
Ready to contract SLAs that fit your lanes?
Share your lanes, volumes, vehicle specs and risk profile on our Contacts page and we’ll revert with a tailored framework.
Operational Commitments: FAQs
Different SLA tiers?
Yesby lane type, risk and commodity; targets and remedies are contracted per scope.
Audit cadence?
Internal ISO process audits (quarterly), safety & environmental inspections (monthly), management reviews (biannual).
Data retention?
ePOD, telemetry and incident media retained per contract (typical u2265 5 years) and legal minimums.
All metrics are typical bands; final targets, penalties and rewards are defined in the agreement.
Operational Commitments: Case studies
SLA programme
Perlane targets and recovery SOPs raised predictability while keeping exception handling transparent (typical).
KPI dashboard
Monthly variance analysis with owners and due dates sustained performance gains (typical).
Audit & training
Cadenced audits and refreshers reduced repeat findings and improved closeout time (typical).
Examples; final frameworks and targets are contractspecific.
How we operationalise SLAs & KPIs
Our quality system maps each SLA to a measurable control: planning rules, driver coaching triggers, fuel variance checks, roadside response SOPs and ePOD validation. Monthly reviews close the PDCA loop with owners and due dates.
Examples: u2022 Recovery plans within 60 minutes of a critical exception. u2022 Idling thresholds per lane with automated alerts. u2022 Document packs (TREM, SDS, permits) verified predispatch.