Service Level Agreement.
This Service Level Agreement (SLA) defines the service standards that EIDDI Solutions LLC commits to delivering to every carrier client. It sets clear expectations for response times, dispatch timelines, communication standards, and issue resolution — so carriers know exactly what to expect from our team.
| Service Area | Standard | Details |
|---|---|---|
| Load Search Initiation | Within 2 hours | After carrier confirms availability and preferred lanes, our dispatch team begins active load search within 2 business hours during standard operations |
| Load Offer Presentation | Within 24 hours | We aim to present at least one qualifying load offer within 24 hours of beginning a search, subject to freight availability in the carrier's lanes and market conditions |
| Rate Confirmation Delivery | Within 2 hours of acceptance | Once a carrier accepts a load offer, we prepare and deliver the signed Rate Confirmation from the broker within 2 hours of carrier acceptance |
| Broker Setup Packet | Within 4 hours | For first-time loads with a new broker, we complete and submit the carrier setup packet within 4 hours of load acceptance to ensure no pickup delays |
| Check-Call Frequency | As agreed per load | Standard check-call schedule is every 2–4 hours during active transit unless the broker specifies otherwise on the Rate Confirmation. Carriers are contacted at pickup, mid-transit, and delivery |
| Detention & Layover Support | Within 1 hour of notification | When a carrier reports detention or layover at pickup or delivery, we contact the broker within 1 hour to document, negotiate, and pursue compensation on the carrier's behalf |
| Invoice Issuance | Weekly — every Monday | Dispatch service invoices covering the prior week's loads are issued every Monday. Each invoice includes an itemized breakdown of loads dispatched, gross revenue, and fee applied |
| Communication Type | Response Time | Channel |
|---|---|---|
| General Carrier Inquiry | Within 4 hours | WhatsApp or Email |
| Urgent Load Issue (in transit) | Within 30 minutes | |
| Billing Dispute or Question | Within 2 business days | Email — billing@eiddidispatch.com |
| Onboarding Document Review | Within 24 hours | Email — dispatch@eiddidispatch.com |
| Broker Rate Negotiation Update | Within 1 hour of negotiation | |
| Service Cancellation Request | Acknowledged within 24 hours | Email — dispatch@eiddidispatch.com |
| SLA Breach Report | Within 2 business days | Email — dispatch@eiddidispatch.com |
24/7 Availability
Our dispatch team is available around the clock, 7 days a week including weekends and US public holidays. Trucking does not stop — neither do we. Urgent in-transit issues are always prioritized regardless of the time of day.
Rate Confirmation Before Every Load
No load moves without a signed Rate Confirmation in the carrier's hands. We do not verbally confirm loads. Every load booked by EIDDI is backed by written documentation between the carrier and the broker before wheels roll.
Carrier Consent on Every Load
We present load offers — we do not assign them. Carriers make the final decision on every load. We never book a load on a carrier's behalf without their explicit acceptance of the rate, lane, and pickup time.
Broker Credit Screening
Before booking any load with a broker, we review their payment history through available industry resources. We do not knowingly book loads with brokers who have documented non-payment histories or unresolved payment disputes.
Transparent Billing
Every invoice includes a complete load-by-load breakdown. Carriers can verify each line item against the Rate Confirmations they signed. Disputed invoice items are reviewed within 2 business days of written notification.
No Load, No Fee
Our service fee is only charged when we successfully dispatch a load. Weeks in which no loads are dispatched — due to freight market conditions, carrier unavailability, or any other reason — are not billed. This is a fundamental principle of our pricing model.
| Breach Type | Remedy |
|---|---|
| Rate Confirmation not delivered within agreed timeframe causing load loss | Fee waiver for that specific load. We will review the circumstances and credit the dispatch fee if the delay was attributable to EIDDI. |
| Invoice error — overcharge or duplicate charge | Full credit applied to the next billing cycle within 5 business days of verified error confirmation. |
| Failure to conduct agreed check-calls during active load | Partial fee credit at EIDDI's discretion based on severity and any resulting impact on the carrier. |
| Persistent failure to meet communication response standards | Service review meeting scheduled with the carrier. Documented corrective action plan provided. Carrier may terminate agreement without notice period penalty if pattern continues. |
| Load booked without carrier's explicit acceptance | Full fee waiver for that load. Immediate review of the dispatch consultant involved. |