Service Level Agreement

Service-Level-Agreements (SLAs) outline the standards of service between two parties. They are a mutual commitment to quality and a definition of expectations. As Service-Level Agreements (SLAs) are crucial to your relationship with Take a Chef, we designed this article to give you a clear understanding so you can exploit the platform while adhering to its policies.

How do Service Level Agreements apply to private Chefs?

For Chefs, our Service Level Agreement specifies the quality of service expected from them, proper conduct within the Chef Community, and the support they can expect from Take a Chef. Staying within this agreement is vital for maintaining a positive relationship and ensuring smooth interactions with the company and guests.

To learn more about our commitment to our Chef Community, visit our article on TAC Commitments with our Chef Community.

Red Lines: Breaches of Professional Conduct

In broad strokes, there are three moments in your services as a private Chef. They start with online interactions, then delivering your experiences, and finally, post-service. Each of these moments comes with different expectations of your performance and conduct. Let’s review them:

Online Interaction

Communication Malpractices

• Unresponsiveness - Not replying to confirmed bookings risks losing guests and may lead to cancelations or penalties. The best way to avoid this is to check your inbox frequently.
• Disrespectful Behavior - Rudeness towards guests or company staff can result in penalties. Maintain professionalism at all times.
• Side- Stepping -  Sharing contact information, external links, or directing guests to other sites before confirmation breaches our policies. Conduct all guest interactions through the platform until the booking is confirmed. Contact details will be shared after service confirmation.

Booking Management

• Cancellations - Canceling a confirmed booking is a very serious matter that disrupts any plans our guests could have had around the experience. Keep your calendar updated to prevent scheduling conflicts. To learn more about cancelations, check our Cancelation Policy.

During the Experience 

• No Show - Failing to show up for a booked service is unacceptable.
• Tardiness - Always inform your guests in advance if you expect to be late. Preferably, you should avoid time conflicts. If you prepare in advance with strategies like checking traffic and weather forecasts, you’d already be one step ahead. 
• Unauthorized Substitutions - Guests booked you based on your profile and proposal and want you at their event. Sending someone else without prior approval will disrupt their experience.
• Unprofessional Conduct - As a professional Chef, it's critical to avoid behaviors like political discussions, profanity, or alcohol consumption.  These behaviors are highly unprofessional and compromise the integrity of your service as a private Chef.
• Neglecting Allergies - Neglecting allergies is unacceptable as it poses a serious health risk to guests. It contradicts our commitment to their well-being. Remember to read their request attentively and double-check with the guest if necessary.
• Use of Low-Quality Ingredients - Using low-quality, pre-packed, or frozen ingredients compromises the overall dining experience and falls short of our commitment to delivering quality service. Stay on top of your local market prices to keep your rates updated.

Post-Experience 

• Unapproved Extra Charges - Requesting additional payments after service, including transportation expenses or any other unforeseen costs, is not allowed. Tips are not part of the guest payment and are entirely at their discretion.
• Inappropriate Follow-Ups - Avoid persistent follow-up messages asking guests for reviews or sending inappropriate feedback. This behavior is considered harassment and is subject to penalties.

Chef’s Tip: Add this article to your browser bookmarks so you always have it at hand in case you need a quick refresher on our platform guidelines.