Service Level Agreement

Our Performance Commitments. In Writing.

Enterprise healthcare organizations require defined performance standards from every vendor in their supply chain.

AIMS provides explicit, documented service level commitments for every service type we offer.

These are operating standards we hold ourselves accountable to every day.

Documented Commitments

AIMS Service Level Commitments

SLA Card 1

STAT Dispatch

Commitment

Dispatch within 15 minutes of request confirmation.
Client receives driver assignment and ETA immediately.
If dispatch cannot occur within 15 minutes, notify the client immediately with an updated timeline and explanation.

SLA Card 2

Scheduled Routes

Commitment

Deliver within the agreed service window.
Notify the client before the delivery window closes if any delay is anticipated.

Operational Objective

98%+ on-time scheduled route performance.

SLA Card 3

Electronic Proof of Delivery

Commitment

100% delivery documentation.
If electronic systems become unavailable:
- Paper chain-of-custody documentation is completed.
- Digital records are uploaded within two hours.
- No delivery is closed without documentation.

SLA Card 4

Incident Response

Commitment

Client notification within 30 minutes.
Incident report within 24 hours.
Root cause analysis within 48 hours.
Corrective action communication within 72 hours.

SLA Card 5

Communication Standard

Commitment

Clients receive:
- Pickup confirmation
- Driver dispatch notification
- Delivery confirmation
- Proactive communication whenever an SLA cannot be achieved before the commitment window expires.

Custom SLA

Need a custom Service Level Agreement?

Our team can tailor operational commitments, response times, reporting standards, and communication protocols to meet your organization's healthcare logistics requirements.

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