Service Level Agreement
This Service Level Agreement outlines Dyotha Essentials’
commitments to sellers regarding platform performance, operational timelines,
and support standards. It ensures transparency, accountability, and a
consistent experience for all marketplace participants.
Dyotha Essentials provides the following services to
onboarded sellers:
- Access
to the Dyotha Seller Portal for product listing and order management
- Weekly
payout processing for completed orders
- Customer
support and grievance redressal coordination
- Listing
moderation and compliance monitoring
- Technical
maintenance of seller dashboard and marketplace infrastructure
|
Service Area |
SLA Commitment |
|
Seller Portal Uptime |
99.9% monthly uptime |
|
Payout Processing |
Weekly settlements every Friday |
|
Grievance Response Time |
Initial response within 48 business hours |
|
Listing Review |
Within 3 business days of submission |
|
Compliance Verification |
Within 5 business days of onboarding |
|
Support Ticket Resolution |
Within 5–7 business days (based on complexity) |
3. Seller Responsibilities
Sellers are expected to:
- Maintain
accurate product listings and inventory
- Respond
to buyer queries within 48 hours
- Dispatch
orders within the committed timeline
- Adhere
to Dyotha’s Return & Refund Policy
- Ensure
compliance with cosmetic labeling norms and applicable regulations
If Dyotha fails to meet SLA commitments:
- Sellers
may escalate via [email protected]
- Dyotha
will investigate and respond within 5 business days
- In
cases of payout delay, Dyotha will issue updated reconciliation and ensure
resolution in the next cycle
- Repeated
SLA breaches may be reviewed for operational improvement
This SLA is reviewed every 6 months to ensure alignment with
platform growth, regulatory changes, and seller feedback. Dyotha reserves the
right to update SLA terms with prior notice to active sellers.
Contact
For SLA-related queries or escalations, please contact:
Email: [email protected]
