Yarjejeniyar matakin sabis
Mu sadaukar da kai ga ingancin sabis da aiki
Kwanan Wata: Mayu 2, 2026
Service level applicability
Country coverage: Country coverage follows the public market status and country-pack registry.
Entities: Default contracting entity is TWENDEX TRANSPORT NETWORK CO. - SMC LTD, Wakiso, Uganda, unless an approved country-pack annex names a local Twendex or partner entity for that market.
Product lines: Support response targets, platform availability, delivery commitments, and compensation rules for launched products.
Channels: Website/PWA, admin/support, WhatsApp, USSD, and API surfaces where the relevant market pack enables the channel for the requested product.
Framework: Uganda law and courts are the default governing framework unless a signed country-pack annex or mandatory local consumer, transport, privacy, or payment law applies for the market.
Support and regulator path: Start with Twendex support at support@twendex.com or WhatsApp +256 770 616 744 (text only). Regulator or authority paths follow the applicable market annex and mandatory local law.
Effective date: May 2, 2026
View public market launch statusWannan Yarjejeniyar Matakin Sabis tana bayyana ƙa'idodin aiki da alƙawuran sabis ga ayyukan dabaru na Twendex. Yarjejeniyar tana fayyace samuwar sabis, lokutan amsawa, wa'adin isarwa da manufofin diyya idan an karya matakin sabis.
1. Samuwar sabis
Samuwar dandamali
Muna da alƙawarin kiyaye waɗannan matakan samuwar sabis:
- Lokacin aiki da ake nufi: Samuwa 99.5% ba tare da ƙididdigar gyaran da aka tsara ba
- Gyaran da aka tsara: Ana yi a lokutan da zirga-zirga ta yi ƙasa tare da sanarwar sa'o'i 48
- Gyaran gaggawa: Ya takaita ga muhimman matsalolin tsaro ko kwanciyar hankali
- Saka idanu: Saka idanu na tsari 24/7 tare da faɗakarwa ta atomatik
Lissafin samuwar sabis
Ana lissafa samuwa kamar haka: (Jimillar lokaci - lokacin tsayawa) / Jimillar lokaci × 100%
Lokacin tsayawa bai haɗa da gyara da aka tsara ko abubuwan da suka fi ƙarfinmu ba.
2. Lokutan amsawa
Amsar tallafin abokin ciniki
- Tallafin imel: Amsar farko cikin sa'o'in aiki 4
- Tallafin waya: Amsa cikin minti 2 a lokacin aiki
- Tattaunawar kai tsaye: Amsar farko cikin minti 2
- Tallafin gaggawa: Amsa cikin minti 30 ga matsaloli masu tsanani
Amsar tallafin fasaha
- Matsaloli masu tsanani: Amsa cikin awa 1, burin warwarewa cikin awa 4
- Babban fifiko: Amsa cikin awa 4, burin warwarewa cikin awa 24
- Matsakaicin fifiko: Amsa cikin awa 24, burin warwarewa cikin awa 72
- Ƙaramin fifiko: Amsa cikin awa 48, burin warwarewa cikin kwanaki 7
3. Wa'adin isarwa
Alƙawuran isarwa na yau da kullum
Wa'adin isarwa yana bambanta gwargwadon hanya da irin sabis ɗin:
- Isarwa a cikin birni ɗaya: Sa'o'i 24 zuwa 48 bayan ɗauka
- Isarwa tsakanin birane: Kwanakin aiki 2 zuwa 5
- Isarwa ta ƙetaren iyaka: Kwanakin aiki 5 zuwa 10 gwargwadon kammala aikin kwastam
- Isarwa cikin gaggawa: Kamar yadda aka bayyana lokacin yin oda, yawanci a rana guda ko washegari
Ma'aunin aikin isarwa
- Matsayin isarwa a kan lokaci: Manufa ita ce 95% na kaya su isa cikin lokacin da aka yi alkawari
- Matsayin nasarar yunƙurin farko: Manufa ita ce 90% na yunƙurin isarwa na farko su yi nasara
- Matsayin lalacewa: Kasa da 0.5% na kaya
- Matsayin ɓacewa: Kasa da 0.1% na kaya
Waɗannan wa'adin ba su haɗa da jinkiri sakamakon yanayin dole, kwastam ko wasu abubuwan da ba su ƙarƙashin ikonmu ba.
4. Ma'aunin aiki
Mahimman alamomin aiki
Muna bibiyar ma'aunai masu zuwa kuma muna bayar da rahoto a kansu:
- Lokacin da dandali yake aiki: Ana auna shi duk wata, manufa 99.5%
- Matsakaicin lokacin amsawa: Lokutan amsar tallafin abokin ciniki
- Matsayin isarwa a kan lokaci: Yawan kayan da aka kai a lokacin da aka tsara
- Ma'aunin gamsuwar abokin ciniki: Manufa taurari 4.5 cikin 5.0
- Matsayin warware matsala: Yawan matsalolin da aka warware cikin lokacin sabis da aka amince da shi
- Matsayin kuskuren tsarin: Manufa kasa da 0.1% na ma'amaloli
Bayar da rahoto
Ana duba waɗannan ma'aunai kowane wata kuma ana sanar da masu ruwa da tsaki. Idan an samu babban kaucewa daga manufofi, ana fara shirye-shiryen gyara.
5. Diyya kan karya SLA
Manufar bashi na sabis
Idan muka gaza cika alƙawuran matakin sabis ɗinmu, kuna iya cancantar samun bashi na sabis:
- Tsayawar dandali: Bashi daidai da 10% na kuɗin biyan wata ga kowace awa ta tsayawa fiye da iyakar 0.5%
- Jinkirin isarwa: Mayar da wani ɓangare na kuɗi ko bashi gwargwadon tsawon jinkiri da ƙimar kayan
- ɓacewar kaya: Cikakken mayar da kuɗin sufuri tare da ƙimar da aka ayyana har zuwa iyakar inshora
- Lalacewar kaya: Diyya bisa ga tantance lalacewa da ƙimar da aka ayyana
Hanyar da'awa
- Dole ne a shigar da da'awa cikin kwanaki 30 daga ranar faruwar lamarin
- A bayar da takardun shaida masu goyon baya kamar lambar bin diddigi, hotuna da sauransu
- Ana duba da'awoyi cikin kwanakin aiki 5
- Ana saka bashin da aka amince da shi a asusunku ko a mayar da kuɗi cikin kwanakin aiki 10
Iyakoki
Bashin sabis yana iyakance ne ga kuɗin sabis da aka biya. Ba mu da alhakin lahani na kai tsaye ba, ko na sakamako, ko na musamman. Matsakaicin diyya a kowane lamari yana tsaya ne kan ƙimar kayan ko kuɗin sabis da aka biya, duk wanda ya fi ƙasa.
6. Keɓancewa da iyakoki
Waɗannan yanayi ba sa shiga cikin lissafin matakin sabis ko diyya:
- Abubuwan yanayin dole kamar bala'o'i, yaƙi, annoba da makamantansu
- Jinkirin kwastam ko matsalolin hukuma
- Bayanin da abokin ciniki ya bayar mara daidai ko bai cika ba
- Rashin samuwar mai karɓa ko ƙin karɓar isarwa
- Lokutan gyara da aka tsara tare da isasshen sanarwa
- Kuskuren mai amfani ko amfani da sabis ba daidai ba
- Matsalolin masu ba da sabis na ɓangare na uku da ba su ƙarƙashin ikonmu ba
- Ayyukan gwamnati ko hukumomin sa ido
7. Saka idanu da inganta sabis
Saka idanu na ci gaba
Muna sa ido kan ayyukanmu a koda yaushe domin tabbatar da bin matakin sabis:
- Saka idanu kan tsarin a ainihin lokaci tare da faɗakarwa
- Bibiyar aiki da bayar da rahoto ta atomatik
- Bita na yau da kullum kan sabis da inganta shi
- Tattara ra'ayin abokan ciniki da yin nazari a kai
Inganta sabis
Muna da ƙudurin ingantawa ba tare da tsayawa ba:
- Bincike da nazarin aiki na wata-wata
- Bita na manufofin matakin sabis a kowane kwata da gyare-gyare
- Sabunta kayan more rayuwa da kyautata su akai-akai
- Haɗa ra'ayin abokan ciniki cikin inganta sabis
8. Sabuntawar wannan SLA
Muna iya sabunta wannan yarjejeniyar matakin sabis lokaci zuwa lokaci domin nuna canje-canje a ayyukanmu ko hanyoyin kasuwancinmu. Sabuntawar za ta kasance kamar haka:
- A buga ta a gidan yanar gizonmu tare da sanarwar kwanaki 30 kafin fara aiki
- A sanar da masu amfani masu aiki ta imel
- Ta fara aiki kwanaki 30 bayan sanarwar
Ci gaba da amfani da ayyukanmu bayan sabuntawar ta fara aiki yana nuna amincewarku da sabuwar yarjejeniyar.
Tambayoyi Game da SLA namu?
Idan kuna da tambayoyi game da wannan Yarjejeniyar Matsayin Sabis ko kuna son shigar da ƙara don keta haddin SLA, da fatan za a tuntuɓe mu:
WhatsApp kawai (saƙo kawai): +256 770 616 744
Awanni: Litinin - Asabar, 8 na safe - 6 na yamma CI