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# How Can I Manage Customer Contracts and Service Level Agreements in Logistics?
- URL: https://blog.jestor.com/customer-contracts-service-level-agreements-logistics/
- Published: 2026-10-13T21:17:02.000Z
- Updated: 2026-10-13T21:17:02.000Z
- Author: Bruno Bannach

You can **manage customer contracts and service level agreements in logistics** by registering each contract with its rates, service levels and renewal date, linking every shipment to the customer's contract and measuring delivered performance against the agreed levels.

In **Jestor**, contracts, shipments and **SLA** indicators are connected, so you know whether each customer's promises are being met.

## Why are service levels hard to monitor?

Contracts promise delivery times, response times and reporting, but nobody checks them until the customer complains.

At renewal, the company cannot show its performance or explain problems with data.

## What problems does contract and SLA tracking solve?

- Service levels promised but not measured
- Renewal conversations without data
- Contract terms unknown to operations
- Penalties or credits applied late
- No early warning of declining performance

## How do I manage customer contracts in Jestor?

1. **Create a contracts table** with customer, rates, service levels and dates.
2. **Attach the signed contract** and amendments.
3. **Link shipments** to the customer's contract.
4. **Calculate SLA indicators**, such as on-time rate, per customer and month.
5. **Review contracts ending soon** together with their performance.

| Service level    | Measured by                      |
| ---------------- | -------------------------------- |
| On-time delivery | Promised vs actual delivery time |
| Response time    | Time to first reply to requests  |
| Exception rate   | Shipments with damage or loss    |
| Reporting        | Reports delivered on time        |

## How do I share performance with customers?

Monthly reports built from the same data show customers what was delivered.

Transparent reporting strengthens the relationship and makes renewals easier.

## Why use Jestor for logistics contracts?

- **Contracts and documents**: the Contracts and Document Management solution in the [Jestor templates](https://www.jestor.com/pt/templates/?ref=blog.jestor.com) tracks expiries.
- **Linked shipments**: service levels measured from real deliveries.
- **SLA indicators**: performance per customer on dashboards.
- **Renewal views**: contracts reviewed before they expire.

Operations teams should know each customer's commitments. Showing the main service levels on the customer record helps dispatchers prioritize correctly every day.

Service credits or penalties can also be tracked. When a contract includes them, linking each breach to the period helps apply them correctly at the end of the month.

This is how you manage customer contracts and service level agreements in logistics with measurable results.

## Frequently Asked Questions

### Can I measure SLA per customer?

Yes. Indicators can be grouped by customer and period.

### Is there a contracts template?

Yes. It installs in about two minutes; see [jestor.com](https://www.jestor.com/?ref=blog.jestor.com).

### Can operations see customer commitments?

Yes. Key service levels can be shown on the customer and shipment records.

## Get to know Jestor

With **Jestor**, you can automate workflows, connect teams, and build internal systems your way — all without code and powered by **AI**.

Discover Jestor at [jestor.com](https://www.jestor.com/?ref=blog.jestor.com) and see how to take your company's operations to a new level of efficiency and control.