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 | 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 |
Updated about 3 years ago