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Service Level Agreement (SLA)

Your guide to working within PCM’s quality standards

Your guide to working within PCM’s quality standards

A Service Level Agreement (SLA) sets the standards of service between two parties. It’s our mutual commitment to quality, professionalism, and clear expectations.

At Private Chef Manager (PCM), SLAs ensure that both chefs and our team are aligned — so your business runs smoothly, your clients have great experiences, and you get the most out of PCM’s tools and opportunities.

Our Commitment to You

At Private Chef Manager, we believe great partnerships are built on clarity and trust. Here’s what you can expect from us:

Support Response Times

  • Live Chat & Phone: Immediate during support hours.
  • Email: Within 12 business hours.

Platform Availability

  • PCM is monitored 24/7 and maintained for 99% uptime.
  • Any scheduled maintenance will be announced in advance via email.

Booking & Payment Processing

  • Payments are processed within 48 business hours after a service is marked as completed.
  • Any payment issues will be addressed within 1 business day of reporting..

Dispute Resolution

  • We mediate client disputes fairly, aiming to resolve them within 3 business days.

    Your Part

     To keep everything running smoothly:

    • Keep your profile, menus, and calendar updated.
    • Respond to inquiries within 12 hours for best results (and better ranking).
    • Reach out to support before a client issue escalates.

    Red Lines: Breaches of Professional Conduct

    1. Online Interaction

    Communication Malpractices:

    • Unresponsiveness – Not replying to confirmed bookings risks cancellations and damages client trust. Check your PCM inbox regularly.
    • Disrespectful behavior – Rudeness toward guests or PCM staff is never acceptable. Maintain a courteous, professional tone at all times.
    • Side-stepping – Sharing personal contact info, external links, or redirecting guests to other platforms before a booking is confirmed breaches PCM policy. All pre-booking communication must stay on-platform.

    Booking Management

    Cancellations – Canceling a confirmed booking disrupts guests’ plans and can harm your standing on PCM. Keep your calendar updated to avoid conflicts. See our Cancellation Policy for full details.

    2. During the Experience

    • No-show – Missing a booked service is unacceptable.
    • Tardiness – Always inform guests if you expect to be late. Plan ahead for traffic, weather, and setup time.
    • Unauthorized substitutions – Guests book you based on your profile and proposal. Sending another chef without prior approval is not allowed.
    • Unprofessional conduct – Avoid political discussions, profanity, alcohol consumption, or any behavior that undermines your professionalism.
    • Neglecting allergies – Ignoring dietary restrictions poses serious health risks. Review client requests carefully and confirm details before service.
    • Low-quality ingredients – Using pre-packaged, frozen, or substandard ingredients compromises the experience. Source fresh, high-quality products that match your proposal.

    3. Post-Experience

    • Unapproved extra charges – Requesting payment after service for transport, supplies, or other costs (outside the agreed amount) is not allowed. Tips remain at the client’s discretion.
    • Inappropriate follow-ups – Do not pressure clients for reviews or send excessive/unrelated messages after the service.

    Remember: PCM gives you powerful tools to grow your private chef business, but professionalism is the foundation. Consistently meeting SLA standards ensures you keep access to premium bookings, top rankings, and client trust.