Legal
Service Level Agreement (SLA) Policy
Effective Date: June 23, 2026 · Last Updated: June 23, 2026
1. Purpose & Scope
This Service Level Agreement (SLA) Policy establishes the performance standards, response commitments, and remediation obligations that AuraWorld Services Inc. ("AuraWorld") provides to enterprise clients ("Client") under executed service agreements. This policy applies to all three of AuraWorld's service lines:
- Purified & Alkaline Water Delivery Services
- Food Services (Corporate Catering & Cafeteria Management)
- Professional Printing & Branding Solutions
This SLA is supplementary to individual service agreements. Where a specific service agreement provides more favourable terms for the Client, those terms prevail.
2. Service Hours
| Service Line | Standard Service Hours | Support Availability |
|---|---|---|
| Water Delivery | Mon–Fri, 7:00 AM – 6:00 PM local time | 24/7 for urgent issues |
| Food Services | Per agreed cafeteria/event schedule | Mon–Fri, 8:00 AM – 8:00 PM |
| Printing Services | Mon–Fri, 8:00 AM – 6:00 PM local time | Mon–Fri, 8:00 AM – 6:00 PM |
| Emergency Support | All services | 24/7 via emergency hotline |
3. Water Delivery SLAs
3.1 Scheduled Delivery Performance
| Metric | Target |
|---|---|
| On-time delivery rate (within agreed window) | ≥ 97% |
| Order accuracy (correct product, volume, location) | ≥ 99% |
| Water quality compliance (meets Health Canada standards) | 100% |
| Emergency delivery response (supply shortage) | ≤ 4 business hours |
| Dispenser maintenance response | ≤ 1 business day |
3.2 Water Quality Assurance
- All water products are tested to Health Canada's Guidelines for Canadian Drinking Water Quality standards.
- Quality test certificates are available to enterprise clients upon request.
- In the event of a quality non-conformance, affected product will be recalled and replaced within 24 hours at no cost to the Client.
4. Food Services SLAs
| Metric | Target |
|---|---|
| Service commencement on time (event/cafeteria opening) | ≥ 98% |
| Menu item availability (agreed items in service) | ≥ 95% |
| Food safety compliance (zero critical violations) | 100% |
| Dietary accommodation accuracy (allergen management) | 100% |
| Staffing fulfilment (agreed headcount provided) | ≥ 97% |
| Escalation response (e.g. food safety concern) | ≤ 1 hour |
| Substitute meal resolution (shortage/quality issue) | ≤ 2 hours |
All food service staff hold current Safe Food Handler certification. AuraWorld maintains general and product liability insurance coverage for food services operations.
5. Printing Services SLAs
5.1 Turnaround Times
| Print Product | Standard Turnaround | Rush Turnaround |
|---|---|---|
| Business Cards | 3–5 business days | 1–2 business days |
| Banners & Large Format | 3–5 business days | 1–2 business days |
| Labels & Stickers (bulk) | 5–7 business days | 2–3 business days |
| Brochures & Flyers | 3–5 business days | 1–2 business days |
| Secure ID Cards | 5–7 business days | 2–3 business days (subject to approval) |
| Corporate Stationery | 5–7 business days | 2–3 business days |
| Managed Print (ongoing) | Per contract schedule | N/A |
Turnaround times commence upon receipt of print-ready files and confirmed order. Rush orders are subject to capacity and additional fees.
5.2 Print Quality Standards
| Metric | Target |
|---|---|
| Order accuracy (correct specs, quantity, substrate) | ≥ 99% |
| Colour accuracy (within agreed Delta E tolerance) | ≤ Delta E 3.0 |
| On-time delivery (within agreed window) | ≥ 96% |
| Defect-free product (no print defects at delivery) | ≥ 98% |
| Proof approval turnaround (digital proof to client) | ≤ 1 business day |
6. Customer Support Response Times
| Priority Level | Definition | First Response | Resolution Target |
|---|---|---|---|
| P1 – Critical | Service failure, health/safety risk, complete non-delivery | ≤ 1 hour | ≤ 4 hours |
| P2 – High | Significant service degradation, wrong order delivered | ≤ 2 hours | ≤ 8 hours |
| P3 – Medium | Partial issue, non-critical delay, quality concern | ≤ 4 hours | ≤ 2 business days |
| P4 – Low | General inquiry, schedule adjustment, billing question | ≤ 1 business day | ≤ 5 business days |
7. Service Credits & Remediation
Where AuraWorld fails to meet a committed SLA target and the failure is not due to a Force Majeure event or Client-caused delay, the Client may be eligible for a service credit:
| SLA Failure | Credit |
|---|---|
| Delivery more than 2 hours outside agreed window (Water/Food) | 5% credit on affected delivery |
| Print order delivered more than 1 business day late | 5% credit on affected order |
| Defective product not remedied within 2 business days | 10% credit on affected order |
| P1 first response exceeded by > 2 hours | 10% credit on that month's invoice |
| Recurring failures (≥ 3 incidents in 30 days) | Review meeting + escalated remediation plan |
Service credits are applied to future invoices and do not constitute cash refunds unless otherwise agreed. Credits are the Client's sole remedy for SLA failures, except where gross negligence or willful misconduct is proven. Total credits in any calendar month shall not exceed 20% of the monthly invoice value for the affected service.
8. Exclusions
SLA commitments do not apply in the following circumstances:
- Force Majeure events (natural disasters, pandemics, government mandates, labour disruptions).
- Failures caused by Client-provided specifications, files, or instructions.
- Scheduled maintenance windows communicated at least 48 hours in advance.
- Delays caused by third-party couriers or suppliers outside AuraWorld's direct control.
- Changes to order scope requested by the Client after order confirmation.
- Failure by the Client to provide required access, approvals, or materials on time.
9. Reporting & Review
- Enterprise clients receive monthly SLA performance reports detailing delivery rates, incident logs, and quality metrics.
- Quarterly business reviews (QBRs) are available to enterprise clients to review performance trends and address strategic concerns.
- Clients may request an ad hoc performance report at any time with 5 business days' notice.
10. Escalation Path
11. SLA Review & Amendments
This SLA Policy is reviewed annually and may be updated in response to changes in service scope, operational capacity, or client needs. Material amendments will be communicated to enterprise clients with at least 30 days' notice before taking effect.