Supplier Terms & Service Level Agreement (SLA)

SFPS Arabia FZ LLC works with suppliers, manufacturers and distribution partners across multiple international markets. To protect our customers, project commitments and supply chain performance, all suppliers are expected to comply with agreed delivery timelines, packaging standards, communication requirements and order fulfilment obligations.

By accepting and processing a purchase order from SFPS Arabia FZ LLC, the supplier acknowledges the delivery commitments, lead times and service expectations communicated within the purchase order, quotation, email correspondence or agreed commercial terms.

Delivery SLA

All quoted or confirmed lead times are considered part of the supplier's delivery commitment.

Suppliers must make every reasonable effort to ensure goods are dispatched and delivered within the agreed timeframe.

Where a supplier becomes aware that an agreed delivery date or lead time cannot be achieved, SFPS must be notified immediately and provided with:

  • The reason for the delay
  • Revised dispatch date
  • Revised expected delivery date
  • Current shipment or production status
  • Any available alternative or expedited delivery option

Failure to communicate a known delay in a reasonable timeframe may be considered a supplier performance failure.

Supplier Delay Penalties

SFPS reserves the right to apply a commercial adjustment, supplier credit, deduction or performance penalty where goods or services are delivered materially outside the agreed SLA or committed lead time.

Any adjustment will be assessed reasonably and may take into consideration:

  • Length of the delay
  • Agreed or communicated delivery date
  • Customer SLA impacted by the delay
  • Financial impact on SFPS
  • Loss of customer confidence or business
  • Project penalties incurred by SFPS
  • Additional logistics or procurement costs
  • Requirement to source alternative equipment
  • Frequency of previous supplier delays

Where appropriate, the adjustment may be applied against outstanding supplier invoices or converted into a credit against future purchases.

SFPS will seek to resolve any such matters commercially and reasonably with the supplier.

Customer Impact

SFPS operates as a customer-facing technology supplier and frequently commits to delivery deadlines, project schedules and service-level agreements based upon supplier-confirmed lead times.

Suppliers should therefore understand that delays within the upstream supply chain can result in significant downstream consequences.

Where supplier non-performance directly causes SFPS to breach customer commitments, SFPS reserves the right to seek an appropriate commercial remedy.

Packaging & Product Handling Standards

All equipment supplied to SFPS must be professionally packaged and adequately protected during storage and transportation.

Products must not be loosely packed, damaged, exposed or presented in a manner that may negatively affect their condition, presentation or resale.

Packaging should be appropriate for the type and value of equipment supplied and, where applicable, should include:

  • Protective internal packaging
  • Anti-static protection
  • Appropriate product labelling
  • Secure outer packaging
  • Adequate protection against movement during transportation
  • Clean and professional presentation

Products received in unacceptable packaging may be reported as a supplier quality issue.

Repeated packaging failures may affect supplier status and future purchasing decisions.

Product Quality

All supplied equipment must match the agreed:

  • Manufacturer
  • Part number
  • Specification
  • Condition
  • Quantity
  • Compatibility
  • Warranty
  • Country of origin, where applicable
  • Serial number requirements, where applicable

Any substitution must receive prior written approval from SFPS.

Unauthorised substitutions may be rejected.

Order Acceptance

Acceptance of an SFPS purchase order confirms that the supplier has reviewed and accepted the order requirements, including any stated:

  • Price
  • Quantity
  • Product specification
  • Lead time
  • Delivery location
  • Delivery SLA
  • Warranty
  • Shipping arrangement
  • Packaging requirements

If any requirement cannot be met, this must be communicated before the order is accepted.

Dispute Resolution

SFPS's objective is always to maintain positive, long-term supplier relationships.

Where a delivery, quality or service dispute arises, both parties should first attempt to reach a reasonable commercial resolution.

Possible resolutions may include:

  • Supplier credit
  • Invoice adjustment
  • Replacement products
  • Expedited future shipment
  • Partial commercial settlement
  • Discount against future orders
  • Alternative mutually agreed compensation

Any commercial resolution will be considered based on the circumstances of the affected transaction.

Supplier Performance Monitoring

SFPS may evaluate suppliers based upon:

  • On-time delivery
  • Product quality
  • Packaging quality
  • Communication
  • Responsiveness
  • Pricing
  • Warranty handling
  • RMA performance
  • Technical accuracy
  • Order fulfilment accuracy

Persistent underperformance may result in reduced order allocation, removal from preferred supplier status or suspension from the SFPS approved supplier network.

Preferred Supplier Status

Suppliers that consistently achieve agreed service levels may receive preferred supplier status and may be prioritised for future opportunities.

Preferred supplier performance includes reliable delivery, competitive pricing, professional packaging, responsive communication and effective warranty support.

Commercial Principle

SFPS believes supplier relationships should operate on mutual accountability.

Just as SFPS is expected to meet its payment and purchasing commitments, our suppliers are expected to meet agreed lead times, fulfilment standards and delivery obligations.

Where either party fails to meet a material commercial commitment, both parties should work towards a reasonable resolution that reflects the impact of that failure.

Contact

For supplier onboarding, SLA queries, commercial disputes or supply-chain matters, please contact:

SFPS Arabia FZ LLC
Supplier & Procurement Management
Email: sales@sfps.ae
Website: www.sfps.ae