Suppliers Manual 2024

9. Service Level Agreement (SLA) 9.1 Goal The goal of our service level agreement (later; SLA) is to optimize the qualitative aspects within supply chain from supplier to end user.

Timely delivery Timely delivery is seen as the delivery of a supplier to a warehouse of Lekkerland at goods receipt within the agreed timeframe. The moment of registration at the distribution center is taken as the time of arrival. The timely delivery will be monitored quarterly and delive red on request. In the event of underperformance, the frequency will go up to monthly reporting. KPI Timely delivery # The amount of deliveries on time / # Total amount of deliveries * 100%

9.2 Duration of this SLA

The same duration is maintained as for the commer cial contract/agreements. If in the beginning of a new year, new conditions have not been signed yet, the current conditions will remain valid.

Norm (after correction for calamities): For cross-dock and pick to zero

Timely delivery Action < 90 %

9.3 Delivery performance (kpi’s)

Improvement plan required + penalty Improvement plan required

If Lekkerland receives an incomplete delivery without being noticed in advance, the remaining products must be delivered by the supplier, regardless the amount. Minimum Order Quantities do not apply in this situation. Lekkerland measures the performance of each de livery using established kpi’s. These KPIs are rated with a figure which is periodically shared with you. The figures reported by Lekkerland Nederland B.V. are leading. The supplier has the possibility to debate the performance reports within 10 working days. If you decide not to debate the performance reports within this timeframe, the performance reports will be considered valid.

90 % - 95 %

> 95 %

Good performance

For stock-products (ambient, chilled and frozen)

Timely delivery Action < 80 %

Improvement plan required + penalty Improvement plan required

80 % - 90 %

> 90 %

Good performance

Additional information • In the event of combined shipments, we will mea sure the registration of the lorry/truck, regardless which supplier will unload first. This measurement ap plies to all the suppliers that are part of the combined shipment. • When the delivery of one order is divided into mul tiple lorries/trucks or delivery times, the arrival time of the last truck, that completes the total delivery, will determine the delivery time. • If a supplier signs up early, the availability of employees and docks will determine if unloading is possible early. • In case of returns the ‘delivery time’ has to be inter preted as “pick up time”.