Service Level Agreement for Service Providers

About This Agreement

Scope of Services

Services You May Be Requested to Perform

• Survey Services: Pre-move assessments with accurate volume estimates

• Packing Services: Professional wrapping, boxing, and protection of goods

• Custom Crating: Construction of wooden crates for fragile items

• Loading/Unloading: Safe handling and placement of goods

• Transportation: Local and long-distance movement of goods

• Storage: Secure warehousing of goods

• Delivery Services: Final mile delivery, unpacking, and assembly

• Documentation: Inventory creation and customs paperwork

Client Representation

• Identify yourself as working on behalf of moversclan BV

• Maintain professional standards that reflect positively on our brand

• Direct all client inquiries about pricing, claims, or terms to us

• Never discuss transit times, costs, or service limitations with clients

Service Standards

Personnel Requirements

• Valid right to work in the applicable jurisdiction

• Criminal background check completed (where legally permitted)

• No convictions for theft, violent crimes, or sexual offenses

• Trained in professional packing techniques

• GDPR awareness training completed annually

• Professional appearance and conduct at all times

• Capable of communicating in English or the client's language

Survey Standards

• Contact client within 1 business day of receiving survey request

• Accuracy requirement: within +/- 10% of actual volume

• Document items requiring special handling or access considerations

• Photograph items of high value (>EUR 1,500) and fragile items

• Report survey results within 2 business days

Packing Standards

• Use only new, professional-grade packing materials

• Never apply tape directly on furniture or polished surfaces

• Create detailed inventory with specific item descriptions

• Maintain Parts Box for all hardware and small components

• Photograph pre-existing damage before packing

• Complete Residence Walk-Through (RWT) form

• Protect floors, walls, and doorways during operations

Container and Loading Standards

• Perform C-TPAT 7-point container inspection before loading

• Use high-security bolt seals meeting PAS ISO 17712 standards

• Install minimum 2 moisture absorption packs per container

• Build professional bulkhead securing the load

• Photograph seal numbers, container condition, and bulkhead

Performance Metrics

Response Time Requirements

Quality Metrics

• Survey accuracy: +/- 10% variance from actual volume

• Claims rate: Maximum 10% of jobs

• Customer satisfaction: Minimum 4 out of 5 rating

• On-time performance: 95% within scheduled window

• Documentation accuracy: 98% error-free

Communication and Documentation

Required Documentation

• Pre-move survey report with photographs

• Detailed packing inventory (English language)

• Residence Walk-Through (RWT) forms - origin and destination

• Container/vehicle photographs (seal, bulkhead, condition)

• Damage reports with photographs

• Delivery confirmation with client signature

• Invoice with supporting documentation

Incident Reporting

• Any damage to household goods

• Damage to property or residence

• Customer complaints or disputes

• Delays exceeding 30 minutes

• Safety incidents or injuries

• Suspected theft or security issues

• Volume variances exceeding 10%

Pricing and Payment

Additional Charges

• Prior written approval from our designated contact

• Documentation justifying the additional charge

• Notification within 24 hours of discovery

Invoicing Requirements

• Submit invoices within 5 business days (30 days maximum)

• Include our job reference number and client name

• Provide detailed cost breakdown matching agreed rates

• Attach all required supporting documentation

• Currency: EUR unless otherwise agreed

Payment Terms

Insurance and Liability

Required Insurance Coverage

• General liability insurance

• Professional indemnity insurance

• Public liability insurance

• Motor vehicle insurance

• Warehouse insurance (if providing storage)

• Workers' compensation/employer liability

Liability Limits

Data Protection and GDPR

• Process personal data only as necessary for service delivery

• Implement appropriate security measures

• Ensure personnel receive GDPR training annually

• Never store personal data on laptops or mobile devices

• Report any data breach within 24 hours

• Delete or return all personal data upon service completion

Anti-Bribery and Anti-Corruption

• Engage in any form of bribery

• Offer improper payments to any individual

• Attempt to induce anyone to act illegally

• Offer or accept money, gifts, or kickbacks

• Facilitate payments to obtain unentitled services

• Fail to report improper payments

Code of Conduct

Professional Standards

• Punctuality - Always arrive on time

• Professional appearance - Clean, appropriate attire

• Respectful behavior - Polite to clients and colleagues

• Cultural sensitivity - Respect diverse customs

• No alcohol or drug use during working hours

• No smoking at client premises

• No solicitation of tips

• No negative comments about moversclan BV

Human Rights

• Child labor

• Forced labor, slavery, or human trafficking

• Discrimination

• Cruel, inhumane, or degrading treatment

Confidentiality

• Client personal data and contact information

• Pricing and rate information

• Business processes and systems

• Agreement terms

• Any information designated as confidential

Termination

Termination for Cause

• Material breach not remedied within 20 days

• More than 2 significant claims within 30 days

• Theft allegation or conviction

• Violation of anti-bribery or code of conduct

• Data protection breach

• Insolvency or bankruptcy

Dispute Resolution

• Level 1: Operational issues resolved within 5 business days

• Level 2: Escalation to management within 10 business days

• Level 3: Mediation within 30 days

• Level 4: Arbitration or legal proceedings

Governing Law

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