{"_id":"58ada54a4b3e0b0f00e1bb8e","category":{"_id":"582c7058e4a4920f00ff0048","version":"582c7058e4a4920f00ff0045","__v":0,"project":"56c1e50bce02590d006091c9","sync":{"url":"","isSync":false},"reference":false,"createdAt":"2016-07-28T15:09:02.677Z","from_sync":false,"order":1,"slug":"orderconnect-sending-an-order","title":"Delivery partners"},"parentDoc":null,"project":"56c1e50bce02590d006091c9","version":{"_id":"582c7058e4a4920f00ff0045","project":"56c1e50bce02590d006091c9","__v":2,"createdAt":"2016-11-16T14:42:32.468Z","releaseDate":"2016-11-16T14:42:32.468Z","categories":["582c7058e4a4920f00ff0046","582c7058e4a4920f00ff0047","582c7058e4a4920f00ff0048","582c7058e4a4920f00ff0049","582c7058e4a4920f00ff004a","582c7058e4a4920f00ff004b","582c7058e4a4920f00ff004c","582c7058e4a4920f00ff004d","582c7058e4a4920f00ff004e","582c7058e4a4920f00ff004f","582d97124b2536250038b392"],"is_deprecated":false,"is_hidden":false,"is_beta":false,"is_stable":true,"codename":"","version_clean":"3.0.0","version":"3.0"},"__v":0,"githubsync":"","user":"58a433739230160f0091072d","updates":[],"next":{"pages":[],"description":""},"createdAt":"2017-02-22T14:50:50.647Z","link_external":false,"link_url":"","sync_unique":"","hidden":false,"api":{"results":{"codes":[]},"settings":"","auth":"required","params":[],"url":""},"isReference":false,"order":7,"body":"Just Eat expects all integrated delivery partners to provide a reliable, predictable and efficient service.  In order for this to be assured, Just Eat expects all delivery partners to aim to achieve the following technical and operational requirements.\n[block:api-header]\n{\n  \"title\": \"Delivery Partner KPIs\"\n}\n[/block]\n## Data provision\n[block:parameters]\n{\n  \"data\": {\n    \"h-0\": \"Objective\",\n    \"h-1\": \"KPI\",\n    \"h-2\": \"Minimum requirement\",\n    \"0-0\": \"The delivery partner provides all required data for each order\",\n    \"0-1\": \"% of order state callbacks received that are both *complete* and *valid*\",\n    \"1-1\": \"% of orders with *complete*, *valid* and *regular* driver location tracking data\\\\*\\n\\n\\\\* Driver location data should be delivered at least every 10 seconds starting from the point when the driver begins the job until the point when the order is delivered.\",\n    \"2-0\": \"The delivery partner provides callback data that is accurate and reliable\",\n    \"2-1\": \"% of order state callbacks with accurate GPS coordinates and timestamps\\\\*\\n\\n\\\\* i.e. where Just Eat considers the supplied GPS coordinates and timestamps to be sufficiently accurate relative to their expected location\",\n    \"0-2\": \"98%\",\n    \"1-2\": \"98%\",\n    \"2-2\": \"98%\"\n  },\n  \"cols\": 3,\n  \"rows\": 3\n}\n[/block]\n## Operational performance\n[block:parameters]\n{\n  \"data\": {\n    \"h-0\": \"Objective\",\n    \"h-1\": \"KPI\",\n    \"h-2\": \"Minimum requirement\",\n    \"0-0\": \"The delivery partner arrives by the communicated pickup time\",\n    \"1-0\": \"The delivery partner arrives by the communicated delivery time\",\n    \"0-1\": \"% of orders where the delivery partner arrives no later than 2 minutes after the communicated pickup time\\\\*\\n\\n\\\\* i.e. the time defined in the *RdsPickupTimeWithUtcOffset* field\",\n    \"1-1\": \"% of orders where the delivery partner arrives no later than 5 minutes after the communicated delivery time\\\\*\\n\\n\\\\* i.e. the time defined in the *DueDateWithUtcOffset* field\",\n    \"0-2\": \"95%\",\n    \"1-2\": \"95%\"\n  },\n  \"cols\": 3,\n  \"rows\": 2\n}\n[/block]\n\n[block:api-header]\n{\n  \"title\": \"Service Levels\"\n}\n[/block]\n## Reliability\n[block:parameters]\n{\n  \"data\": {\n    \"h-0\": \"Requirement\",\n    \"h-1\": \"Priority\",\n    \"0-0\": \"**National partners:** The platform is available to receive and process orders 99.99% of the time between 8am and 1am local time, excepting for scheduled downtime that has been agreed in advance.\\t\\n\\t\",\n    \"0-1\": \"**Critical**\",\n    \"1-0\": \"**International partners:** The platform is available to receive and process orders 99.99% of the time, excepting for scheduled downtime that has been agreed in advance.\",\n    \"1-1\": \"**Critical**\",\n    \"2-0\": \"The platform can be restored within 30 minutes or less when a serious platform failure occurs (i.e. any failure that prevents orders being successfully received and processed).\",\n    \"2-1\": \"**Critical**\",\n    \"3-1\": \"Important\",\n    \"3-0\": \"The platform can be restored within 5 minutes or less when a serious platform failure occurs (i.e. any failure that prevents orders being successfully received and processed).\",\n    \"4-0\": \"The platform has appropriate redundancy in place to mitigate against all single points of failure.\",\n    \"4-1\": \"**Critical** \"\n  },\n  \"cols\": 2,\n  \"rows\": 5\n}\n[/block]\n## Performance\n[block:parameters]\n{\n  \"data\": {\n    \"h-0\": \"Requirement\",\n    \"h-1\": \"Priority\",\n    \"0-0\": \"The platform can receive and process 5 orders a second on a continuous basis for 90 minutes.\\\\*\\n\\n\\\\* Includes the provision of all associated callbacks, including regular *driverlocation* data.\",\n    \"1-0\": \"The platform can receive and process 15 orders a second on a continuous basis for 90 minutes.\\\\*\\n\\n\\\\* Includes the provision of all associated callbacks, including regular *driverlocation* data.\",\n    \"2-0\": \"The platform can support 20 concurrent users making full use of system functionality without any noticeable degradation in system performance.\",\n    \"3-0\": \"The platform can support 50 concurrent users making full use of system functionality without any noticeable degradation in system performance.\",\n    \"0-1\": \"**Critical** \",\n    \"2-1\": \"**Critical** \",\n    \"1-1\": \"Important\",\n    \"3-1\": \"Important\"\n  },\n  \"cols\": 2,\n  \"rows\": 4\n}\n[/block]\n## Monitoring\n[block:parameters]\n{\n  \"data\": {\n    \"h-0\": \"Requirement\",\n    \"h-1\": \"Priority\",\n    \"0-0\": \"The partner has a documented and implemented strategy for monitoring system availability.\",\n    \"1-0\": \"The partner has a documented and implemented strategy for automatically detecting issues that may negatively affect system availability.\",\n    \"2-0\": \"The partner has a documented and implemented strategy for verifying and maintaining platform performance and reliability (for instance, the platform is subject to appropriate and regular load, soak and stress testing).\",\n    \"3-0\": \"The partner has a documented and implemented strategy for verifying and maintaining data security (i.e. to ensure the security of any sensitive or private data, such as customer data, supplied by Just Eat).\",\n    \"4-0\": \"The platform is able to be monitored externally by Just Eat.\",\n    \"2-1\": \"Important\",\n    \"4-1\": \"Useful\",\n    \"0-1\": \"**Critical**\",\n    \"1-1\": \"**Critical**\",\n    \"3-1\": \"**Critical**\"\n  },\n  \"cols\": 2,\n  \"rows\": 5\n}\n[/block]\n## Responsiveness\n[block:parameters]\n{\n  \"data\": {\n    \"h-0\": \"Requirement\",\n    \"h-1\": \"Priority\",\n    \"0-0\": \"The partner has a documented and implemented process for communicating critical platform failures (i.e. any failure that prevents orders being successfully received and processed).\",\n    \"2-0\": \"The partner notifies Just Eat of any critical platform failure within 5 minutes of the moment that the failure occurs.\",\n    \"3-0\": \"The partner notifies Just Eat of all orders that cannot be processed or delivered due to a platform failure within 15 minutes of the failure.\",\n    \"4-0\": \"The partner responds to any reported **High** priority issue within 10 minutes. High priority issue: where a large number of orders (10 or more over a 24 hour period) are failing to reach customers for some reason.\",\n    \"5-0\": \"The partner begins working on the technical resolution of any **High** priority issue within 30 minutes of the issue being reported.\",\n    \"6-0\": \"The partner responds to any reported **Medium** priority issue within 1 hour. Medium priority issue: where a small number of orders (less than 10 over a 24 hour period) are failing to reach customers for some reason.\",\n    \"7-0\": \"The partner begins working on the technical resolution of any **Medium** priority issue by the beginning of the next working day (after the day on which the issue is reported).\",\n    \"8-0\": \"The partner responds to any reported **Low** priority issue by the end of the next working day. Low priority issue: an issue that is causing frustration, but that is not preventing orders from reaching customers.\",\n    \"9-0\": \"The partner provides a timeframe for the technical resolution of any **Low** priority issue within 2 weeks of the issue being reported.\",\n    \"1-0\": \"The partner notifies Just Eat of any critical platform failure within 15 minutes of the moment that the failure occurs.\",\n    \"2-1\": \"Important\",\n    \"0-1\": \"**Critical**\",\n    \"1-1\": \"**Critical**\",\n    \"3-1\": \"**Critical**\",\n    \"4-1\": \"**Critical**\",\n    \"5-1\": \"**Critical**\",\n    \"6-1\": \"**Critical**\",\n    \"7-1\": \"**Critical**\",\n    \"8-1\": \"**Critical**\",\n    \"9-1\": \"**Critical**\"\n  },\n  \"cols\": 2,\n  \"rows\": 10\n}\n[/block]","excerpt":"","slug":"partner-expectations","type":"basic","title":"Delivery partner KPIs and service levels"}

Delivery partner KPIs and service levels


Just Eat expects all integrated delivery partners to provide a reliable, predictable and efficient service. In order for this to be assured, Just Eat expects all delivery partners to aim to achieve the following technical and operational requirements. [block:api-header] { "title": "Delivery Partner KPIs" } [/block] ## Data provision [block:parameters] { "data": { "h-0": "Objective", "h-1": "KPI", "h-2": "Minimum requirement", "0-0": "The delivery partner provides all required data for each order", "0-1": "% of order state callbacks received that are both *complete* and *valid*", "1-1": "% of orders with *complete*, *valid* and *regular* driver location tracking data\\*\n\n\\* Driver location data should be delivered at least every 10 seconds starting from the point when the driver begins the job until the point when the order is delivered.", "2-0": "The delivery partner provides callback data that is accurate and reliable", "2-1": "% of order state callbacks with accurate GPS coordinates and timestamps\\*\n\n\\* i.e. where Just Eat considers the supplied GPS coordinates and timestamps to be sufficiently accurate relative to their expected location", "0-2": "98%", "1-2": "98%", "2-2": "98%" }, "cols": 3, "rows": 3 } [/block] ## Operational performance [block:parameters] { "data": { "h-0": "Objective", "h-1": "KPI", "h-2": "Minimum requirement", "0-0": "The delivery partner arrives by the communicated pickup time", "1-0": "The delivery partner arrives by the communicated delivery time", "0-1": "% of orders where the delivery partner arrives no later than 2 minutes after the communicated pickup time\\*\n\n\\* i.e. the time defined in the *RdsPickupTimeWithUtcOffset* field", "1-1": "% of orders where the delivery partner arrives no later than 5 minutes after the communicated delivery time\\*\n\n\\* i.e. the time defined in the *DueDateWithUtcOffset* field", "0-2": "95%", "1-2": "95%" }, "cols": 3, "rows": 2 } [/block] [block:api-header] { "title": "Service Levels" } [/block] ## Reliability [block:parameters] { "data": { "h-0": "Requirement", "h-1": "Priority", "0-0": "**National partners:** The platform is available to receive and process orders 99.99% of the time between 8am and 1am local time, excepting for scheduled downtime that has been agreed in advance.\t\n\t", "0-1": "**Critical**", "1-0": "**International partners:** The platform is available to receive and process orders 99.99% of the time, excepting for scheduled downtime that has been agreed in advance.", "1-1": "**Critical**", "2-0": "The platform can be restored within 30 minutes or less when a serious platform failure occurs (i.e. any failure that prevents orders being successfully received and processed).", "2-1": "**Critical**", "3-1": "Important", "3-0": "The platform can be restored within 5 minutes or less when a serious platform failure occurs (i.e. any failure that prevents orders being successfully received and processed).", "4-0": "The platform has appropriate redundancy in place to mitigate against all single points of failure.", "4-1": "**Critical** " }, "cols": 2, "rows": 5 } [/block] ## Performance [block:parameters] { "data": { "h-0": "Requirement", "h-1": "Priority", "0-0": "The platform can receive and process 5 orders a second on a continuous basis for 90 minutes.\\*\n\n\\* Includes the provision of all associated callbacks, including regular *driverlocation* data.", "1-0": "The platform can receive and process 15 orders a second on a continuous basis for 90 minutes.\\*\n\n\\* Includes the provision of all associated callbacks, including regular *driverlocation* data.", "2-0": "The platform can support 20 concurrent users making full use of system functionality without any noticeable degradation in system performance.", "3-0": "The platform can support 50 concurrent users making full use of system functionality without any noticeable degradation in system performance.", "0-1": "**Critical** ", "2-1": "**Critical** ", "1-1": "Important", "3-1": "Important" }, "cols": 2, "rows": 4 } [/block] ## Monitoring [block:parameters] { "data": { "h-0": "Requirement", "h-1": "Priority", "0-0": "The partner has a documented and implemented strategy for monitoring system availability.", "1-0": "The partner has a documented and implemented strategy for automatically detecting issues that may negatively affect system availability.", "2-0": "The partner has a documented and implemented strategy for verifying and maintaining platform performance and reliability (for instance, the platform is subject to appropriate and regular load, soak and stress testing).", "3-0": "The partner has a documented and implemented strategy for verifying and maintaining data security (i.e. to ensure the security of any sensitive or private data, such as customer data, supplied by Just Eat).", "4-0": "The platform is able to be monitored externally by Just Eat.", "2-1": "Important", "4-1": "Useful", "0-1": "**Critical**", "1-1": "**Critical**", "3-1": "**Critical**" }, "cols": 2, "rows": 5 } [/block] ## Responsiveness [block:parameters] { "data": { "h-0": "Requirement", "h-1": "Priority", "0-0": "The partner has a documented and implemented process for communicating critical platform failures (i.e. any failure that prevents orders being successfully received and processed).", "2-0": "The partner notifies Just Eat of any critical platform failure within 5 minutes of the moment that the failure occurs.", "3-0": "The partner notifies Just Eat of all orders that cannot be processed or delivered due to a platform failure within 15 minutes of the failure.", "4-0": "The partner responds to any reported **High** priority issue within 10 minutes. High priority issue: where a large number of orders (10 or more over a 24 hour period) are failing to reach customers for some reason.", "5-0": "The partner begins working on the technical resolution of any **High** priority issue within 30 minutes of the issue being reported.", "6-0": "The partner responds to any reported **Medium** priority issue within 1 hour. Medium priority issue: where a small number of orders (less than 10 over a 24 hour period) are failing to reach customers for some reason.", "7-0": "The partner begins working on the technical resolution of any **Medium** priority issue by the beginning of the next working day (after the day on which the issue is reported).", "8-0": "The partner responds to any reported **Low** priority issue by the end of the next working day. Low priority issue: an issue that is causing frustration, but that is not preventing orders from reaching customers.", "9-0": "The partner provides a timeframe for the technical resolution of any **Low** priority issue within 2 weeks of the issue being reported.", "1-0": "The partner notifies Just Eat of any critical platform failure within 15 minutes of the moment that the failure occurs.", "2-1": "Important", "0-1": "**Critical**", "1-1": "**Critical**", "3-1": "**Critical**", "4-1": "**Critical**", "5-1": "**Critical**", "6-1": "**Critical**", "7-1": "**Critical**", "8-1": "**Critical**", "9-1": "**Critical**" }, "cols": 2, "rows": 10 } [/block]