SERVICE LEVEL AGREEMENT WITH CUSTOMER SERVICE

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REPLYING TO QUERIES

NEW EMAIL replies within 1 hour from receival within business hours.

  • If the new ticket is received 30 minutes or less before the end of the business day, then the first reply will be within 1 hour on the next business day.

RESPONSES TO OPEN QUERIES reply within 2 hours from the last response from the customer.

  • If the new ticket is received 1 hour or less before the end of the business day, then the first reply will be within 2 hours on the next business day.

RESOLUTION TIME

INBOUND OPERATION QUERIES

Resolution within 24 hours from the last response from the customer with the correct information.

OUTBOUND OPERATION QUERIES

Resolution within 24 hours from the last response from the customer with the correct information.

SHIPPING QUERIES

Resolution within 24 hours from the last response from the customer with the correct information.

INVENTORY CONTROL QUERIES

Resolution within 48 hours from the last response from the customer with the correct information.

COURIER QUERIES

Resolution within 24 hours from the last response from the customer with the correct information.

SYSTEM QUERIES

Resolution within 48 hours from the last response from the customer with the correct information.

PLEASE NOTE, if a resolution cannot be given within the SLA‘s provided due to special circumstances, you will be given an estimated new resolution time and you will be kept updated on the progress.