Packxpert Service Level Agreement (SLA)

SLA  for Packxpert Operations

1. Order Processing SLA (B2C)

• Definition: Time taken to process and prepare customer orders for shipment in a B2C setup.
• Target SLA:

• Orders received before 11:00 AM will be processed for same-day dispatch, subject to carrier schedules.
• Orders after 11:00 AM will be prioritized the next working day.

• Orders received before 3:00 PM will be processed for same-day dispatch, subject to carrier schedules.
• Orders after 3:00 PM will be prioritized the next working day.

• Responsible Team: B2C Order Fulfillment Team
• Monitoring Method: Order Management System (OMS) reports, WMS dashboard, daily SLA alerts

2. Order Processing SLA (B2B)

• Definition: Time to handle wholesale or bulk orders for business clients.
• Target SLA: Orders picked, packed, and ready within 48 hours depending on complexity.
• Responsible Team: B2B/Key Account Fulfillment Team
• Monitoring Method: Manual oversight via WMS, client order dashboards, SLA tracker

3. Inbound SLA

• Definition: Time taken to receive, inspect, and store incoming inventory or returns.
• Target SLA:
  • Unloading and inspection within 24 hours of arrival
  • Put-away completed within 24 hours
  • GRN (Goods Receipt Note) entry within 1 business day
• Responsible Team: Warehouse Receiving Team
• Monitoring Method: WMS inbound logs, GRN issuance report, inbound discrepancy tracker

4. Outbound SLA

• Definition: Time to pick, pack, and hand over orders to the carrier after internal order release.
• Target SLA: Orders dispatched within 24 hours of release
• Responsible Team: Warehouse Outbound/Dispatch Team
• Monitoring Method: WMS outbound module, carrier pickup logs, daily SLA report

5. Reply to Customer SLA

• Definition: Maximum allowed time to respond to customer inquiries across various channels.
• Target SLA:

  • Priority Level	Description	First Response SLA	Resolution Target
    Urgent	Critical impact on operations	Within 20 Minutes	Within 2 hours
    High	Major issue, needs fast resolution	Within 20 Minutes	Within 8 hours
    Medium	Normal issue, moderate impact	Within 20 Minutes	Within 2 business days
    Low	Minor or cosmetic issues	Within 20 Minutes	-

• Responsible Team: Customer Service Team
• Monitoring Method: CRM/Helpdesk system (e.g., Freshdesk, Zendesk), response-time tracking, customer feedback scores

6. Carrier Shipping SLA

• Definition: Expected delivery time from carrier pickup to final delivery.
• Target SLA:
  • West Malaysia - 1-3 working days
  • East Malaysia 3 to 5 working days
  • Singapore 5-7 working days
• Responsible Team: Carrier Management / 3PL Operations Team
• Monitoring Method: Carrier tracking API, shipping dashboards

7. Carrier RTS (Return to Sender) SLA

• Definition: Time to return undelivered parcels back to origin warehouse.
• Target SLA:
  • RTS initiation after 3 failed attempts: within 3–7 days
  • Parcel returned to warehouse: within 5–7 days
  • RTS scanning and update: within 24 hours of arrival
• Responsible Team: Carrier + Warehouse Receiving Team
• Monitoring Method: RTS tracking logs, WMS return module, daily return status report