Service Level Agreement

1. Core Expectations

Paperboy no longer describes provider performance through Bronze, Silver, and Gold tiers on the live onboarding and Growth surfaces. The current provider story is simpler: keep your shop details accurate, respond quickly, accept only the work you can fulfil, and maintain reliable print quality.

2. Operational Metrics

Acceptance Rate

Acceptance trends help Paperboy understand whether your shop is really available.

• Used as a signal: acceptance trends help assess availability and routing reliability.
• How it's calculated: (Accepted jobs / Total jobs routed to you) x 100

Response Time

• Expectation: respond promptly whenever your shop is marked available.
• Current product behavior: expired offers are re-routed automatically if no response arrives in time.

On-Time Fulfilment

• Expectation: keep estimates honest and prepare jobs on time for the chosen handoff method.
• How it's measured: fulfilment timestamps versus the promised ready state.

Customer Rating

• Expectation: keep quality, packaging, and accuracy consistently high.
• Based on: recent customer feedback and support evidence.

Error Rate

• Expectation: avoid preventable reprints and fulfilment failures.
• Provider responsibility: provider-side print or packaging errors can trigger reprint liability and review.

3. Quality Standards

Print Quality

• Colour accuracy: output should match the requested document intent and print settings.
• Resolution: keep production quality high enough for the ordered output.
• Paper stock: use the specified paper weight and type for each job.
• Finishing: apply requested finishing correctly.

Packaging

• Protection: protect documents from damage during pickup, courier handoff, or postal transfer.
• Weather-proofing: use suitable sleeves, envelopes, or parcel protection when the fulfilment method requires it.
• Labelling: attach the right routing or shipping label clearly when the chosen fulfilment method requires one.

Verification

• Page count: verify the printed page count matches the order.
• Order contents: check all requested items are included.
• Handoff readiness: mark jobs ready only when they are actually prepared for pickup, post, locker, or courier handoff.

4. Reviews and Enforcement

Repeated reliability or quality problems can trigger warnings, pauses, reviews, or account actions. This page does not promise a rigid automatic ladder of tier downgrades.

Signal	Possible response
Repeated missed or expired offers	Warning, temporary pause, or availability review
Unreliable turnaround or missed handoff estimates	Performance review or temporary pause
Low ratings or repeated print-quality issues	Quality review, reprint liability, or suspension
Misleading location, hours, or fulfilment settings	Profile correction request, warning, or account review

For details on warnings or account restrictions, see Account Status.

5. How to Stay in Good Standing

The best operational advice is simple and matches the live onboarding flow.

Step 1: Master the Basics

• Respond to new work promptly whenever your shop is available.
• Only accept jobs you can complete on time.
• Double-check print quality before packaging or handoff.

Step 2: Improve Your Workflow

• Enable push notifications for instant job alerts.
• Prepare packaging materials in advance.
• Keep backup supplies (paper, toner, finishing materials) on hand.

Step 3: Delight Customers and Keep Them Attached

• Use quality paper stock and neat packaging.
• Keep your Growth hub poster, QR, and tracked link active in the shop.
• Train staff to point repeat customers to the same tracked path on Paperboy.

---

Operational metrics are reviewed continuously and may inform support or account review decisions.