SERVICE LEVEL AGREEMENT (SLA)

on Service Delivery Standards

This SLA concerning Service Delivery Standards for the ground handling services Reasonableness will be used in the application of the standards.

At all times the delivery of service standards should not compromise safety procedures.

ON TIME PERFORMANCES

The Handling Company will be monitored on the performance of all the codes of delay listed below:

annual target:   D0’       97 %

*delays not counted if equipment available at ETD (-5’) and delay due to de-icing operations

** delays not to be counted if ULD stock after request of Handling Company is unavailable at the Airport

***In case of Handling Agent direct responsibility only : 58-98

The handling company will produce its best efforts in order to cooperate with the Carrier to cope with critical situations referred to the following codes: 36-37-77 although these code are not included in the target and considered for the application of penalty

In case of any disputed codes, the issue will be discussed and agreed upon together with the Airport’s representative and in accordance. The performance will be in any case evaluated as per ATM system data.

Minimum turnaround times to be always applied are:

PASSENGER HANDLING

ARRIVAL

Passenger Disembarkation

First passenger shall always disembark not later than 2 mins from ATA. (flights with “baggage delivery at aircraft” procedure will not be considered)

BAGGAGE

Arrival