What is a fuel supplier SLA?

A fuel supplier SLA (service level agreement) is the written set of service commitments your supplier makes alongside price. It sets out when your fuel will arrive, how to order, who to call and what happens if a delivery goes wrong.

A good commercial fuel supplier puts five commitments in writing through an SLA. If any of these is missing or vague, you're relying on goodwill when fuel runs short.

This guide sets out what good looks like for each standard and where Your NRG stands, so you can compare.

Jump to:

• What are the five standards every fuel supplier SLA should cover?
• What doesn't a fuel supplier SLA cover?
• How to compare fuel supplier SLAs before you switch
• Why fuel delivery standards matter more in commercial sites
• Get reliable commercial fuel delivery with Your NRG
• Fuel supplier SLA FAQs

What are the five standards every fuel supplier SLA should cover?

The five standards of a commercial fuel supplier's SLA are: delivery window, order cut-off, named contact, out-of-hours escalation and failure remedy. Together, they show whether a supplier's promise of reliable delivery will hold up when you need it.

1. Delivery window

The delivery window is the period in which your supplier commits to delivering after you order. "Next working day" or "within three working days" is a window.

How should the delivery window be stated in your SLA?

A stated window in working days, a confirmed delivery date before the tanker leaves the depot, and an ETA on the day if your site needs one. Any seasonal exceptions should be written down, not discovered in January.

2. Order cut-off time

The order cut-off is the latest time you can place an order and still hit a given delivery window. Without a published cut-off, delivery promises are hard to plan around.

How should the order cut-off time be stated in your SLA?

One clear cut-off time, the same every working day, stated in the SLA and on order confirmations. Friday and bank holiday cut-offs should be clear, too.

3. Named contact

A named contact is a specific person who knows your account and your site's fuel use.

How should the named contact be stated in your SLA?

A named account contact with a direct phone number and email, plus a named deputy for holidays and absence.

4. Out-of-hours escalation

Out-of-hours escalation is the route you follow when a fuel problem happens outside office hours.

How should out-of-hours escalation be stated in your SLA?

A dedicated out-of-hours number, a stated response time and a clear escalation path if the first contact can't fix the problem. The SLA should also say whether out-of-hours deliveries are possible and what they cost.

5. Failure remedy

The failure remedy is what your supplier commits to doing when it misses a delivery or gets one wrong. It's the clause that shows whether the rest of the SLA carries any weight.

How should the failure remedy be stated in your SLA?

Early warning when a delivery is at risk, a rescheduled delivery within a fixed time and a defined remedy, such as priority rebooking, a credit or waived delivery charges. Complaints should be logged and traceable, so there's a record if problems repeat.

Looking for a dependable commercial fuel supplier? Get your free, no-obligation quote from Your NRG, rated 4.8 on Feefo and Trustpilot across more than 20,000 verified customers.

What doesn't a fuel supplier SLA cover?

A fuel SLA can't cover the parts of delivery that sit with your site. Even the best supplier can't fill a tank it can't reach or one that isn't safe to fill.

Agree these three things internally before you hold any supplier to its SLA:

• Tank compliance: In England, businesses storing 201 litres or more of oil must meet the oil storage regulations, including secondary containment (a bund or double skin that catches leaks).
  
  
• Delivery access: Share gate times, sign-in rules and vehicle restrictions with your supplier upfront so they're built into delivery planning.

How to compare fuel supplier SLAs before you switch

The fastest way to compare fuel supplier SLAs is to ask every supplier the same five questions and get the answers in writing:

• What is your delivery window, and when does it change?
• What is your order cut-off time?
• Who is my named contact, and who covers them?
• Who do I call out of hours, and how fast will they respond?
• What happens, specifically, if you miss a delivery?

A supplier who can't answer these clearly is unlikely to deliver on them either.

Why fuel delivery standards matter more in commercial sites

Fuel delivery standards matter more in commercial sites because the cost of downtime starts the moment your commercial fuel runs out. Staff are still on shift and order deadlines still stand, even when a boiler or generator has stopped.

Manufacturing sites also tend to have:

• Planned production schedules: An open-ended delivery date is hard to plan a production run around.
• Restricted delivery access: Gatehouse sign-in, yard slots and shift changeovers all need planning around.
• Several fuel types: Heating, process and plant fuels each have their own reorder point.
• Out-of-hours operation: Problems often surface at night or at weekends, when depots are closed.

A domestic delivery promise accounts for none of these, which is why commercial sites need an SLA written around how they run.

Get reliable commercial fuel delivery with Your NRG

Your NRG delivers reliable commercial fuel from our network of local depots across the UK. With 22 depots across England and Scotland, your deliveries are planned by a local team that knows your area and your site.

You can order a range of bulk commercial fuels on one account, with one point of contact. We're members of UKIFDA with ISO 9001 and ISO 14001 certification as well as FORS certification. With over 18,000 verified customers rating us 4.9 on Feefo, your fuel is handled and delivered to quality and environmental standards. Get your free, no-obligation commercial quote with us now.

Fuel supplier SLA FAQs

These answers cover the questions businesses ask most about fuel supplier SLAs, from typical delivery times to what happens when a delivery is missed.

How long does commercial fuel delivery take?

Most commercial fuel suppliers deliver routine orders within two to three working days, and many offer next-working-day delivery for orders placed before a daily cut-off. Delivery times can lengthen in winter when demand peaks. Your supply agreement should state the delivery window, the order cut-off time and any seasonal exceptions, so you can plan around a fixed date.

What happens if a fuel supplier misses a delivery?

Your options after a missed fuel delivery depend on the failure remedy in your service level agreement (SLA), which typically covers notification, rescheduling and service credits. A clear SLA states how quickly the supplier must tell you, when it will redeliver and whether a credit applies. Without a written remedy, your only option may be a formal complaint.

Is a fuel supplier SLA legally binding?

A fuel supplier service level agreement (SLA) is legally binding when it forms part of your supply contract or the contract refers to it. A standalone service charter or marketing promise may not be enforceable in the same way. Check the supplier's service standards appear in the terms you sign, and ask for them to be added if they don't.