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Service Level Agreement (SLA) Matrix for Workflow Optimization and Issue Resolution
At OTO, we understand the importance of streamlined shipping processes for e-commerce stores and retailers in the MENA region.
Our shipping management solution is designed to make your shipping experience hassle-free and efficient.
We recognize that issues may arise, and that’s why we’ve developed a robust Service Level Agreement (SLA) to address various concerns promptly. Below is a concise overview of key categories and their respective sub-categories, along with the channels, actions, assigned teams, and resolution times:
Action | Resolution Time | |
Account Issues | ||
Package Change | Swiftly adapt shipping packages. Direct AM assistance via chat. | 1 Day |
Account Settings | Troubleshoot account settings via chat. | 1 Day |
Adding New Ecommerce | Integrate new ecommerce seamlessly with AM support via chat. | 1 Day |
Adding New Feature | Innovate with chat support and collaboration. | TBD |
Incorrect Amount in Credit | Resolve credit discrepancies via chat. Direct AM assistance. | 1 Day |
Demo Training | Master OTO through comprehensive demo training via chat. | 1 Day |
Adding New Users | Effortlessly add new users with troubleshooting guidance. L2 support via chat. | 1 Day |
User Roles | Efficiently manage user roles with dedicated chat support. L2 support via chat. | 1 Day |
Supplies Request | Streamline supplies requests seamlessly via chat. 3PL support via chat. | 5 Days |
WhatsApp Configurations | Configure WhatsApp settings seamlessly with dedicated chat support. L2 support via chat. | 1 Day |
Adding New Integration | Integrate new solutions effortlessly with chat-based troubleshooting. L2 support via chat. | 6 Hours |
Activating a New DC | Swiftly activate new distribution centers with dedicated L2 support via chat. | 6 Hours |
Reports | Resolve report-related issues promptly with chat and L2 and L3 support. | 6 Hours |
Warehouse Edit | Swiftly troubleshoot and edit warehouse details with urgent chat support through L2 support. | 3 Hours |
Finance | ||
Invoicing | Swiftly troubleshoot and edit warehouse details with urgent chat support through L2 support. | 4 Hours |
Account Statement Request | Request account statements effortlessly via chat through Direct Finance support. | 4 Hours |
COD Transfer | Efficiently manage COD transfers with Finance support. | TBD |
Order Issues | ||
City not Covered | Address issues with cities not covered promptly. L2 support via chat. | 4 Hours |
Manual Orders Sync | Sync manual orders effortlessly with chat and L2 and L3 support. | 4 Hours |
Cancel Order/s | Cancel orders with ease and swift troubleshooting assistance via chat. | 6 hours |
Edit Order/s | Edit orders promptly and efficiently. Immediate support in 6 hours via chat. | 6 hours |
Edit Order/s Status | Swiftly troubleshoot and modify order statuses via chat. | 6 hours |
Weight Issues with Orders | Resolve weight-related issues promptly with comprehensive L2 and L3 support via chat. | 6 hours |
Shipment Issues | ||
AWB Issue | Resolve AWB-related issues promptly with comprehensive L2 and L3 support via chat. | 4 hours |
Create Shipment with Another DC | Create shipments across distribution centers effortlessly via chat. | 4 hours |
Courier Issue | Resolve courier-related issues promptly. Immediate support from 3PL partners via chat. | 2 hours |
Delay in Pick Up | Address delays in pick-ups promptly. Immediate support from 3PL partners via chat. | 2 hours |
Delay in Return Shipment | Address delays in return shipments promptly. Immediate support from 3PL partners via chat. | 2 hours |
Delay In Shipment Delivery | Resolve delays in shipment deliveries promptly. Immediate support from 3PL partners via chat. | 2 hours |
Delivery and Return Proofs | Obtain proofs for deliveries and returns seamlessly. Immediate support from 3PL partners via chat. | 2 hours |
Custom Duties | Resolve custom duties-related issues promptly. Support from 3PL partners via chat. | 5 hours |
Tech | ||
Integration Issues | Resolve integration issues promptly with comprehensive L2 and L3 support via chat. | 4 hours |
SMS Issue | Address SMS-related issues promptly with comprehensive L2 and L3 support via chat. | 4 hours |
API Related Questions | Get answers to API-related questions with prompt resolution via chat. | 1 Day |
User Interface Issue | Resolve user interface issues promptly with immediate support from L3 via chat. | 1 Day |
Sharing API | Share APIs seamlessly with immediate support from L1. | - |
Configuration Issue | Resolve configuration issues promptly with comprehensive L2 and L3 support via chat. | 6 hours |
OTO Flex Wallet Issues | Address issues with OTO Flex Wallet with comprehensive L2 and L3 support via chat. | 6 hours |
System Down | Swiftly address system downtime issues with urgent support from L2 and L3 via chat. | 3 hours |
Webhook Updates | Update webhooks seamlessly with urgent support from L2 and L3 via chat. | 3 hours |
Feasibility & Priority Rules | Address feasibility and priority rule issues promptly with urgent support from L2 and L3 via chat. | 3 hours |
Inventory Issues | Resolve inventory-related issues promptly with urgent support from L2 via chat. | 3 hours |
Scanning Issue | Address scanning issues promptly with comprehensive L2 and L3 support via chat. | 3 hours |
Printing Issues | Resolve printing issues promptly with comprehensive L2 and L3 support via chat. | 3 hours |
Partnerships (E-commerce, Marketplace) | Collaborate seamlessly with our Partnership Manager. Efficient project management on ClickUp. | - |
Special Projects | Streamline special projects with our Account Managers. Efficient project management on ClickUp. | - |