Our SLAThis i-fulfiment ("SLA") is a policy governing the use of the I-fulfilment Fulfiment System (IFS). This SLA applies separately to each customer using IFS.
I-fulfilment will use commercially reasonable efforts to achieve the aims set out in the following areas:
Online System Availability
System Availability - IFS will have a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle.
Storage of Products
All items will be stored in a suitable environment to ensure that they are secure and not compromised in any way.
Processing of Orders
Accuracy - A minimum of 98% accuracy for all orders picked with each order being signed off by two warehouse operatives.
Dispatch Times - Orders placed before 3pm on a working day will be dispatched the same working day. Any delays in fulfiling orders will be notified to the customer immediately.
Packaging - 100% of orders will be packaged in accordance with the specifications set out and agreed with the customer.
Credits for Picking Errors
In the event we are responsible for a picking or dispatch error, we will reprocess the order including re-shipping the order at no cost to the customer. We will also cover the return postage costs incurred in retrieving the incorrect order.
Deliveries - Goods received will be checked and receipted in as soon as they arrive at our premises.
Returns - Returns will be processed within 1 working day of arriving back at i-fulfilment.