3PL & Pick and Pack Service Level Agreement

Our SLA This Service Level Agreement (“SLA") is a policy governing the use of the UK Pick & Pack (part of Sussex Transport) service and the 3PL Central system.

We will use all reasonable efforts to achieve the aims set out in the following areas:

  • Online System Availability – we aim to have a monthly uptime percentage of at least 99.9% during any month.
  • 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% full order accuracy for all orders picked with each order being checked and signed off by two warehouse operatives.
  • Dispatch Times - Orders placed before 12pm Monday - Friday will be dispatched the same working day.
    • If we experience any delays infulfiling orders, we will notify 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.
  • Goods In - Goods received will be checked and added into the system within 24 hours of arrival as long as we have been made aware of the goods arriving beforehand.
    • Any goods arriving unannounced, will NOT be dealt with until notification has been received from the customer.
  • Returns - Returns will be processed within 1 working day of arriving back to us.

These SLA's are subject to change and may be updated.  Currently valid as of April 2019

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Get In Touch

If you would like to get in touch please email us on sales@sussextransport.com

However, if your enquiry is related to a career opportunity at Sussex Transport then please email hr@sussextransport.com

Our Address:
Sussex Transport, Downsview House, 91 Marlborough Road, Lancing Business Park, Lancing, West Sussex, BN15 8SU

01903 751 100