A D2C brand engaged a logistics partner for pan-India delivery with aggressive SLAs.

Challenge: Frequent delays, lack of accountability, and payment disputes due to vague service definitions.

Approach:

• Performance matrix: Defined delivery timelines, penalties, and incentives in a quantified annexure.
• Payment triggers: Linked payouts to verified delivery performance; embedded audit rights.
• Termination clause: Included cure periods and exit rights for repeated SLA breaches.
  
  

Outcome:

• Operational discipline: Vendor improved delivery metrics to avoid penalties.
• Financial control: Brand paid only for verified performance.
• Dispute reduction: No payment conflicts post-implementation.