KeHE CONNECT Marketplace Service Level Agreement (SLA)
Updated
Customer (Supplier) responsibilities:
Maintain accurate and complete catalog data for all products in accordance with the KeHE CONNECT Marketplace data requirements.
Maintain accurate inventory status of all synced products in the seller portal at all times by using the in-stock, out-of-stock, and back ordered statuses.
List products for KeHE customers at the Supplier’s standard wholesale price, without any added markup for shipping or packaging materials.
Include the KeHE CONNECT Marketplace packing slip in all orders as provided in the Mable seller portal fulfillment flow.
Fulfill sample requests from KeHE retailers.
The partnership is subject to Mable’s standard brand terms & conditions, as well as this Service Level Agreement
Performance metrics:
Order Acceptance Time - Accept KeHE CONNECT Marketplace orders within 2 business days of receiving purchase order
Ship time:
For room temperature items, ship within 2 business days of order receipt
For refrigerated and frozen items, ship on Monday, Tuesday, or Wednesday. If you receive an order after business hours on Wednesday, you can ship the following week.
PO Fulfillment Rate - Maintain at least a 98% PO fulfillment rate at all times. (No more than 2% of all orders received through the partnership are cancelled due to the Supplier’s inability to fulfill the order).
Damaged Rate - Maintain at least a 98% no-damage rate on orders fulfilled through the partnership.
Communication & Responsiveness - Reply to email communications from the Mable onboarding and operations teams within 5 business days.
Penalties for failure to meet performance metrics:
Mable reserves the right to remove brands from the KeHE CONNECT Marketplace for failure to adhere to the above performance metrics at any time, without notice.