What an SLA should define
A collection service level agreement turns a general promise into measurable commitments. It should state how quickly collection will happen after a booking is confirmed, which locations are covered, what volumes are included and how bookings are made. Our standard commitment is a collection window within five working days of manifest approval.
Clear definitions avoid disputes. For example, the SLA should say whether the response clock starts when a request is sent or when documentation is complete, and whether weekends and public holidays count.
- Response time and when the clock starts
- Covered sites and coverage radius
- Included volumes and surge provisions
- Booking process and required documents
- Reporting frequency and format
Special cases
Damaged, defective and recalled batteries need faster response and different handling. The SLA should set separate response times for these cases, describe the packaging and transport arrangements, and state who pays any additional cost.
Surge provisions matter for recalls and large retirement programmes. The contract can define a maximum volume per period under standard terms and a process for agreeing extra capacity when volumes exceed it.
Making it enforceable
Service credits or penalties give the SLA weight, but they should be proportionate and linked to real impact, such as storage cost or safety risk from delay. Overly punitive terms can push providers to exclude difficult sites.
Regular reporting on response times, volumes and exceptions lets both sides see how the SLA is performing. Quarterly reviews are a good forum for adjusting coverage, volumes and procedures as the programme grows.