What our Partners expect from us

Our obligation is to provide a reliable, efficient service through SLA metrics form - These metrics will be listed within our Partner contract.

The SLA metrics will make sure that our Partner will get the best experience possible.

We aim to achieve the following technical aspects: -

Data Provision

Objective	KPI	Minimum requirement
Sandoog 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
Sandoog provides callback data that is accurate and reliable	% of order state callbacks with accurate GPS coordinates and timestamps*	%98

Performance

Requirement	Priority
The platform can receive and process 20 orders a second on a continuous basis for 90 minutes. Includes the provision of all associated callbacks.	Critical
The platform can support 10 concurrent users making full use of system functionality without any noticeable degradation in system performance.	Critical

Reliability

Partner Type	Requirement	Priority
National Partner	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
National Partner	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
International Partner	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 Partner	he 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
National And International Partner	The platform has appropriate redundancy in place to mitigate against all single points of failure.	Critical