What we Expect

All integrated Logistics partners need to provide a reliable, predictable and efficient service, these will be reflected in your contract in the form of SLAs. These SLA metrics will be reviewed with you in a timely manner by an account manager that is assigned to you by Just Eat. Purpose of this is to make sure our customers and restaurants are getting the best experience as possible.

Just Eat expects all logistics partners to aim to achieve the following technical and operational requirements.

Delivery Partner KPIs

Data provision

Objective

KPI

Minimum requirement

The delivery partner provides all required data for each order

% of order state callbacks received that are both complete and valid
(see tracking section for details of all the callbacks)

98%

% of orders with complete, valid and regular driver location tracking data*

* 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.

98%

The delivery partner provides callback data that is accurate and reliable

% of order state callbacks with accurate GPS coordinates and timestamps*

* i.e. where Just Eat considers the supplied GPS coordinates and timestamps to be sufficiently accurate relative to their expected location

98%

Operational performance

Objective

KPI

Minimum requirement

The delivery partner arrives by the communicated pickup time

% of orders where the delivery partner arrives no later than 2 minutes after the communicated pickup time*

* i.e. the time defined in the RdsPickupTimeWithUtcOffset field

95%

The delivery partner arrives by the communicated delivery time

% of orders where the delivery partner arrives no later than 5 minutes after the communicated delivery time*

* i.e. the time defined in the DueDateWithUtcOffset field

95%

Service Levels

Reliability

Requirement

Priority

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.

Critical

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.

Critical

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).

Critical

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).

Important

The platform has appropriate redundancy in place to mitigate against all single points of failure.

Critical

Performance

Requirement

Priority

The platform can receive and process 5 orders a second on a continuous basis for 90 minutes.*

* Includes the provision of all associated callbacks, including regular driverlocation data.

Critical

The platform can receive and process 15 orders a second on a continuous basis for 90 minutes.*

* Includes the provision of all associated callbacks, including regular driverlocation data.

Important

The platform can support 20 concurrent users making full use of system functionality without any noticeable degradation in system performance.

Critical

The platform can support 50 concurrent users making full use of system functionality without any noticeable degradation in system performance.

Important

Monitoring

Requirement

Priority

The partner has a documented and implemented strategy for monitoring system availability.

Critical

The partner has a documented and implemented strategy for automatically detecting issues that may negatively affect system availability.

Critical

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).

Important

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).

Critical

The platform is able to be monitored externally by Just Eat.

Useful

Responsiveness

Requirement

Priority

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).

Critical

The partner notifies Just Eat of any critical platform failure within 15 minutes of the moment that the failure occurs.

Critical

The partner notifies Just Eat of any critical platform failure within 5 minutes of the moment that the failure occurs.

Important

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.

Critical

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.

Critical

The partner begins working on the technical resolution of any High priority issue within 30 minutes of the issue being reported.

Critical

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.

Critical

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).

Critical

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.

Critical

The partner provides a timeframe for the technical resolution of any Low priority issue within 2 weeks of the issue being reported.

Critical