Standard order not delivered by agreed time
Who respondsAccount Manager
Response timeAutomatic notification to your account manager within 15 minutes of deadline breach
ResolutionReprocessed and delivered within 4 hours at no cost
Cost to you₹0
Emergency SLA & Response
10PM. Guest arrival
at 7AM. Linen not back.
Here is exactly what happens.
Most vendors don't publish this page because their process falls apart under pressure. Ours doesn't. This is the documented response protocol — who gets called, what it costs, how long it takes. Verify it before you sign anything.
2H
Emergency pickup
7AM
Delivery guarantee
24/7
Ops team reachable
10×
Damage compensation
Documented SLA
Every scenario, written down.
Every response, measured.
This table is a condensed version of the SLA clauses in your contract. Nothing is verbal. Every column below is enforceable.
| Trigger | Who responds | Response time | Resolution | Cost to you |
|---|---|---|---|---|
| Standard order not delivered by agreed time | Account Manager | Automatic notification to your account manager within 15 minutes of deadline breach | Reprocessed and delivered within 4 hours at no cost | ₹0 |
| Damage or loss discovered at QC | Ops Manager | Photo documentation and report to your GM within 1 hour | 10× per-item compensation credited to your account automatically | ₹0 + Compensation |
| Emergency same-day request (before 10PM) | Ops Team | Pickup within 2 hours of request | Delivered within 12 hours — or your next standard order is free | Standard rate |
| Emergency same-day request (10PM–2AM) | On-Call Ops | Pickup within 3 hours of request | Delivered by 7AM — before your housekeeping shift begins | Standard rate + ₹500 logistics |
| System outage (portal unavailable) | Account Manager | Direct WhatsApp to your account manager — no portal needed | Full status update within 30 minutes, paper manifest if needed | ₹0 |
Damage or loss discovered at QC
Who respondsOps Manager
Response timePhoto documentation and report to your GM within 1 hour
Resolution10× per-item compensation credited to your account automatically
Cost to you₹0 + Compensation
Emergency same-day request (before 10PM)
Who respondsOps Team
Response timePickup within 2 hours of request
ResolutionDelivered within 12 hours — or your next standard order is free
Cost to youStandard rate
Emergency same-day request (10PM–2AM)
Who respondsOn-Call Ops
Response timePickup within 3 hours of request
ResolutionDelivered by 7AM — before your housekeeping shift begins
Cost to youStandard rate + ₹500 logistics
System outage (portal unavailable)
Who respondsAccount Manager
Response timeDirect WhatsApp to your account manager — no portal needed
ResolutionFull status update within 30 minutes, paper manifest if needed
Cost to you₹0
Direct access
Ask our ops team your emergency scenario before you sign.
Tell us your worst-case: "Tuesday, 3AM, 80 checkout rooms, linen not back." We'll walk you through exactly what happens — because we've handled it.
Why this matters
What separates us from every other vendor in this table.
01
You speak to ops. Not sales.
Your account manager runs the facility. When you call about a 10PM emergency, you reach the person who can dispatch a van — not someone who escalates a ticket.
02
No 'best effort' language.
Every SLA term is written with a defined resolution, a defined cost, and a defined who. If you find a line that says 'we'll try our best', tell us — it doesn't belong in our contracts.
03
Compensation is automatic.
You don't file a claim. If we breach an SLA, you receive a credit within 24 hours — no conversation required. This forces us to care about the data, not the complaint.
Talk to ops.
Not sales.
When you contact us, you reach the person who signs off on dispatch. They know your worst-case scenario because they've run it. Ask them anything — before you commit to a single order.
Connect with our ops team →No sales pitch — direct conversation with our operations manager