Master Service Agreement & SLA Matrix.

Commute Masters provides corporate procurement teams with unambiguous, standardized commercial terms. Our Master Service Agreements (MSAs) link transparent GPS hardware billing with contractually enforceable SLA performance penalties.

ON-TIME BENCHMARK

99.0% SLA

5-minute arrival window

BILLING DISPUTE SLA

48 Hours

Telemetry replay resolution

MAXIMUM FLEET AGE

< 4 Years

Contractually capped ceiling

SETTLEMENT RECONCILIATION

100% Itemized

FASTag & trip GPS annexures

Standard Enterprise MSA Terms

ARTICLE 01 · FLEET GOVERNANCE

Vehicle Age & Mechanical Integrity

All deployed commercial sedans (CNG / EV) must be under 4 years of age from original registration date, certified with active RTO fitness certificates, and equipped with functioning factory air conditioning and OBD-II hardware GPS units.

ARTICLE 02 · REVENUE BILLING

Hardware GPS Odometer Metering

Billed kilometers derive strictly from calibrated vehicle GPS hardware telematics rather than driver odometer logs. Raw distance data is reconciled against approved planned route corridors with transparent FASTag toll annexures.

ARTICLE 03 · DISPUTE ARBITRATION

Dispute Isolation & Jurisdiction

Disputed invoice line items are isolated without stalling undisputed monthly payments. The contract is governed under the laws of India, with courts in Chennai, Tamil Nadu holding exclusive jurisdiction.

SLA Performance & Penalty Simulator

Interactive Enterprise SLA Performance & Penalty Calculator

Model how contractual punctuality thresholds translate directly into billing credit annexures.

DETERMINISTIC CONTRACT REBATES

MONTHLY TRIPS2,500

200 Pilot2,500 Standard10,000+ Enterprise

Simulated On-Time %98.4% (Goal: 99.0%)

94.0% Breach98.0% Warning100.0% Perfect

Average Corridor Trip Rate₹850

₹500 Shorter Loops₹850 Standard Corridor₹1,800 Long Haul

Gross Monthly Billing

₹21.25 Lakhs

2500 verified trips

Contractual SLA Status

SLA Credit Due

Benchmark: 99.0% on-time

Automated Rebate Credit

-₹21.3k

1% contractual credit

Adjusted Net Invoice

₹21.04 Lakhs

Auto-reconciled credit note

The 5 Core Contractual SLA Dimensions

SLA-OTP≥ 99.0% on-time within scheduled 5-minute pickup window

On-Time Pickup Punctuality

Measured deterministically via vehicle hardware GPS geofence arrival timestamps compared against scheduled employee pickup windows.

Penalty Credit: 1.5% billing rebate on affected shift corridor if monthly OTP falls below 98.0%

SLA-AVAIL100.0% scheduled vehicle fulfillment

Scheduled Fleet Availability

Backed by dedicated 8% hot standby fleet positioned at regional hubs (OMR, Guindy, Ambattur, Siruseri) guaranteeing zero left-behind shifts.

Penalty Credit: Full reimbursement of replacement transport + 100% trip credit on unfulfilled routes

SLA-BRK-TURN< 20 minutes in Chennai metropolitan corridors

Standby Replacement Turnaround

Autonomous AI dispatch automatically reassigns the nearest pre-positioned hot standby vehicle the instant a driver timeout or breakdown telemetry signal is detected.

Penalty Credit: 50% route credit if standby deployment exceeds 25 minutes

SLA-INC-RESP< 30 seconds to active live triage by Control Tower lead

Emergency SOS & Incident Triage Latency

Dedicated 24/7 operations control tower maintains an immediate voice bridge to vehicle, corporate security desk, and nearest emergency responders.

Penalty Credit: Formal incident root-cause analysis (RCA) delivered within 12 hours

SLA-DOC-COMP100.0% active verified documents on all dispatched vehicles

Statutory Documentation Compliance

Compliance Sentinel programmatically locks any vehicle or driver with an expired document from receiving passenger manifests, preventing compliance breaches.

Penalty Credit: 100% trip fee waiver + ₹10,000 liquidated damages if non-compliant vehicle dispatched

Decoupled Billing & Dispute Arbitration

DECOUPLED FINANCIAL ARCHITECTURE

Traditional transport agencies commingle client billing with driver payouts, creating hidden deductions and vendor turnover. Commute Masters maintains completely separate, immutable ledgers:

LEDGER 01

Corporate Client Rate Card

Governed strictly by your corporate MSA (per km, per shift, or fixed monthly slab). Deterministic calculations with zero hidden fuel markups.

LEDGER 02

Supply-Side Partner Payouts

Independent weekly driver and fleet partner settlement pools based on verified duty manifests, ensuring motivated chauffeurs and 99%+ attendance.

LEDGER 03

SLA Penalty Credit Notes

Contractual SLA deductions generate formal GST-compliant Digital Credit Notes, audited automatically against telematics arrival logs.

Request a Standard Enterprise MSA Draft

Ready to review standard contract terms with your corporate legal counsel? Access our standardized Master Service Agreement terms or schedule a 15-day pilot to evaluate performance under live conditions.

Configure 15-Day Pilot