Service Level Agreement: General Support (ANZ)

A customer support Service Level Agreement (SLA) is used to keep Shippit and our partnered carriers accountable.

These are time-based deadlines that track the amount of time spent waiting for a response or resolution to any type of enquiry. However, these times do vary depending on the enquiry type.

Enquiry Type	Example	SLA (First Response)	SLA (Resolution)
Pickup Enquiries In-app chat or email hello@shippit.com	A parcel collection has not happened There has been an issue with the collection Not all parcels were collected	PLAN TYPE Grow / Unleash: 4 hours Empower / Enterprise: 2 hours	PLAN TYPE Grow / Unleash: 2 days Empower / Enterprise: 1 day
Delivery Enquiries In-app chat or email hello@shippit.com	Where is my parcel Damaged or lost in transit Poor driver behaviour	PLAN TYPE Grow / Unleash: 1 day Empower / Enterprise: 4 hours --- Receiver: 2 days	PLAN TYPE Grow / Unleash: 5 days Empower / Enterprise: 5 days --- Receiver: 5 days
Same Day Orders In-app chat or email hello@shippit.com	Orders expected to be collected the same day Orders expected to be delivered the same day	30 minutes	4 hours
Transit Protection Enquiries or Carrier Insurance Enquiries In-app chat or email hello@shippit.com	New claim to be initiated Needs a claim update Questions about insurance protection	1 day	20 days
Billing Enquiries Email hello@shippit.com	Question or problem with a Shippit invoice Additional fees from a carrier that have been passed on Understanding a Shippit invoice	PLAN TYPE Grow / Unleash: 1 day Empower / Enterprise: 4 hours	10 days

PLEASE NOTE:

Days are calculated as 8 hours
All SLA timeframes are calculated in business hours
Business hours are 9am - 6pm, Monday to Friday

While we always do our best to adhere to these SLAs 100% of the time, there may be some instances where an enquiry will take longer than usual to reach a full resolution.

If for any reason your enquiry has breached the applicable SLA, we will initiate our escalation procedure and keep you updated throughout the investigation.

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