SLAs in PPE supply: Why they matter

Want to take the guesswork out of ordering your team’s PPE?

Choose a supplier that offers Service Level Agreements (SLAs).

Don’t know what an SLA is? You’ve come to the right place!

From what they are to why they matter, this guide covers everything you need to know about Service Level Agreements. 

We’ll also reveal exactly how SMI removes the stress from providing your workforce with compliant PPE. 

What is a Service Level Agreement? 

An SLA is a contract between businesses and their clients, or a service and its users. 

In PPE procurement, Service Level Agreements clearly outline the service standards a supplier aims to meet.

SLAs vary, and can cover everything from stock levels to product compliance.

When you have SLAs in your contract, you know exactly where you stand.

What should an SLA include?

SLAs vary between businesses.

While the terms outlined in each agreement differ, SLAs typically follow a similar structure. 

Service Level Agreements often include: 

• Service description - this includes an outline of the service being provided.
• Responsibilities - a list of the responsibilities of each party signing the agreement.
• Performance metrics - this defines the service’s goals and how they’ll be measured. 
• Expected service levels - this states exactly what is provided to help customers manage their expectations.
• Procedures - this outlines the process for reporting problems, renewing the agreement, and cancelling the contract. 

When partnering with a PPE supplier, make sure their SLA outlines the expected stock levels, dispatch times, and product compliance. 

You can enjoy total peace of mind when you partner with SMI as we always deliver the terms of our SLAs.

What is the purpose of an SLA in PPE procurement? 

Not every PPE supplier delivers on their promises. That’s where a Service Level Agreement (SLA) makes the difference.

An SLA gives you clarity and confidence. It sets out exactly what service you’ll receive, so there’s no guesswork, just reliable support for your workforce.

Here’s why SLAs matter in PPE procurement:

MANAGE EXPECTATIONS

SLAs outline exactly what you can expect from your PPE supplier. From delivery times to communication standards, everything’s clear.

If the terms don’t fit your needs, you know it’s time to look elsewhere.

 

DEFINED RESPONSIBILITIES

As well as service expectations, SLAs also define the supplier’s and customer’s responsibilities.

For example, the agreement may include information about who is responsible for monitoring stock and reporting order issues. 

No confusion, no crossed wires - just a clear plan.

 

BUILD TRUST

Plenty of suppliers promise great service. The difference is when those promises are written into a contract.

A supplier willing to back their words with an SLA is one you can trust.

RELIABLE SUPPLY

Your team needs PPE when they need it, not weeks later. An SLA ensures your supplier keeps the stock you rely on.

At SMI, we guarantee 97% stock availability and next-day delivery on non-branded items ordered before 5PM.

Chat to our friendly team to find out more.

 

STAY COMPLIANT

The right PPE must meet HSE standards and the PPE at Work Regulations.

An SLA shows your supplier takes compliance as seriously as you do.

With SMI, you can shop HSE-compliant workwear and use your MY-SMI® account to make sure standards are met.

What are the risks of not having an SLA? 

Not all PPE suppliers offer Service Level Agreements. 

Ordering PPE without an SLA has many risks, including:

• Wasted time - Chasing orders and returning incorrect PPE wastes valuable time.
  
• Unreliable stock levels - Teams can be left unprotected if items are out of stock.
  
• Non-compliance - There’s no guarantee that equipment and workwear meet health and safety regulations.
  
• Added costs - Money can be wasted when you have to reorder the same products from a better supplier.
  
• Workplace injuries - Team members are more likely to be injured when using low-quality PPE that doesn’t meet current standards.

Don’t take risks when it comes to your workforce’s safety. 

Purchase PPE with confidence by partnering with a supplier that includes SLAs in your contract.

SMI SLAs deliver every time 

Looking for a PPE supplier that delivers a service you can trust?

Partner with SMI and confidently source compliant, high-quality PPE for your team.

The SMI service guarantees: 

• 97% stock availability 
• Over 25,000 products available
• Maximum 3-hour response time 
• 48-hour dispatch on branded items 
• 98% of orders delivered on-time-in-full 
• 5PM cut-off and 24-hour delivery (on non-branded stocked items) 

You don’t need to make a PPE order and just hope for the best.

With SMI, you know exactly what to expect every time you place an order with us. 

Want to know more?

Get in touch with our team today!

FAQs

 

Is an SLA legally binding? 

SLAs can be legally binding when included as part of a business contract. 

An organisation can be taken to court if it breaches the terms of its SLAs. 

Suppliers should only make promises they can keep when offering their customers a Service Level Agreement. 

What is the difference between an SLA and a KPI? 

SLAs and KPIs are not the same. SLA stands for Service Level Agreement, and a KPI is a Key Performance Indicator. 

An SLA is a contract outlining a service’s standards and KPIs that measure the business’s performance.

KPIs can be included in an SLA and used to measure how well the terms of the agreement are being met.

What are the three types of SLAs?

There are three types of SLAs: 

• Customer-based - these detail the services provided to individual customers. 
• Service-based - these outline the services a business offers to all its customers.
• Multi-level agreements - these are more complex agreements that can be customised to meet a business’s multiple needs.

Different SLA options are available to meet the needs of each business and its customers.