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 |
|
PLAN TYPE Start / Grow / Unleash: 4 hours Empower / Enterprise: 2 hours |
PLAN TYPE Start / Grow / Unleash: 2 days Empower / Enterprise: 1 days |
|
Delivery Enquiries
In-app chat or email hello@shippit.com |
|
PLAN TYPE Start / Grow / Unleash: 1 day Empower / Enterprise: 4 hours
--- Receiver: 2 days |
PLAN TYPE Start / Grow / Unleash: 5 days Empower / Enterprise: 5 days
--- Receiver: 5 days
|
|
Transit Protection Enquiries or Carrier Insurance Enquiries
In-app chat or email hello@shippit.com |
|
PLAN TYPE Start / Grow / Unleash: 1 day Empower / Enterprise: 4 hours |
PLAN TYPE Start / Grow / Unleash: 20 days Empower / Enterprise: 20 days |
|
Billing Enquiries
Email hello@shippit.com |
|
PLAN TYPE Start / Grow / Unleash: 1 day Empower / Enterprise: 4 hours |
PLAN TYPE Start / Grow / Unleash: 5 days Empower / Enterprise: 5 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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