Sometimes it is the complaining client who is the source of ALS. Disgruntled customers can expect to use ALS as a hammer to push the service provider every time the service slips. But just as the service provider will not win the favour of customers by using ALS as a complaint, customer service is also not enhanced by the use of ALS as a club. Before making sLA efforts, the customer must clearly state the effects of the defective service and the necessary modifications. The client should also try to estimate what the service provider can and cannot realistically achieve. 6.7 In the event of non-compliance with this Agreement, which is not expressly stipulated in Sections 6.3 to 6.6, the non-offender party has the right to terminate the contract after thirty (30) days after prior written notification by recommended letter, confirmation of return to the aggrieved party, unless that violation is cured within 30 (30) days of notification. I think there should be a service provider acquisition team for the company that writes SLA/KPI or QBR. Most ALS are initiated by service providers and implemented unilaterally. The customer has little or no say in the content of ALS or the process by which it is manufactured or managed. This is not the right way to succeed with ALS. Quite simply, if the two sides have not reached an agreement, it is not an agreement and it should not be called an agreement. The resulting document can still serve a useful purpose, but it is not an agreement. 12.3 The confidentiality obligations of the parties under this section 12 are maintained during and after the termination of the contract.

(a) to organize and carry out transport services related to shipping goods and goods to and from each (they determine sites) (authorization percentage). 2.1 The airline undertakes to provide the shipper, for the duration of this contract, with the transportation and transportation logistics services specified in the following section 2 paragraphs, as requested from time to time by the carrier. ALS must contain detailed KPIs or important performance indicators. The KPIs will be different for each customer and service contract. 19.1 The airline has the right to use the shipper`s trademarks, trade names, service marks or logos (together the “marks”) exclusively to the extent necessary to fulfill its obligations under this agreement, including the right to allow air carriers to mark vehicles when transporting products; provided, however, that such use expressly excludes any use that could somehow constitute different connotations attributable to the shipper, its products or trademarks because of the different way in which the marks are used. Unless expressly, the carrier recognizes that no trademark or commercial name rights on any of the trademarks are granted by this agreement. 3.2 Carriers and shippers agree on an acceptable method for calculating mileage. In the absence of a mutually agreed mileage program, all miles will be calculated with the most recent version of the (kilometer program list to use).