Standard SLA's (Service Level Agreements)

Standard SLA's (Service Level Agreements)


Operations 

Order cut off times for same day despatch (Ecom & D2C):  1pm Monday – Friday , 11.30am Saturday & Sunday (Please note that not all couriers collect on a Weekend)


Order cut off times for same day despatch (Amazon Prime and TikTok Orders):  4pm Monday – Friday 11.30am Saturday & Sunday (Please note that not all couriers collect on a Weekend)

Order processing for B2B & Wholesale Orders: 1-3 days 


Order processing for FBA & Rework Orders: 1-5 days (These must be booked in with  a minimum of 48 hours notice) 

Goods in: Please see separate Goods in Rules Article

Peak: Each year at Peak (Black Friday & Christmas) Our SLAs may change slightly, we will send communication to all customers to inform you of the affected areas.  This communication will also include Christmas collection times. You can expect this  mailshot in September of each year. 

To ensure you are on the mailshot for this and all communications from Ogden's  please make sure we have your correct contact details. If you are not sure then feel  free to email support@ogdenfulfilment.co.uk and they will happily help.


Customer Support Department 

All tickets will be responded to within 2 hours of sending an email to  support@ogdenfulfilment.co.uk Our Friendly team will try and resolve the query themselves, but if passed to another department, they will respond and give a timescale for how long the query will take to be fully resolved. 

Our Customer Support and IT departments will also keep all customers updated with any  New or Urgent information from External Providers, e.g. Mintsoft, Couriers etc. This  can include Price changes. To ensure you are on the mailshot for this and all  communications from Ogden's please make sure we have your correct contact  details. If you are not sure then feel free to email support@ogdenfulfilment.co.ukand they will happily help. 


Finance Department 

Tickets sent to the Finance department will be responded to within 2 hours in line  with the Customer Service SLA 

We aim to resolve Invoice queries within 3 working days (Within 30 days of the  invoice date) or 5 working days (between 30-90 working days of the invoice date)  

Please note that Courier invoice enquiries may take longer as we are tied to the couriers own SLAs. 

Please aim to get any invoice queries to us within 30 days of the date on the invoice.  We do not accept queries after 90 days of receipt of invoice. 

If an invoicing issue has been caused by missing data in the WMS, please can you  ensure that the issue has been resolved prior to contacting the financing department,  if you would like any help with this our IT department would be happy to help.  Please email support@ogdenfulfilment.co.uk . 


IT Support 

Tickets sent to the IT department will be responded to within 2 hours in line with the  Customer Service SLA


New standard integrations complete within 24 hours from when we have the  information required 

New premium integrations complete within 7 days of agreement to costs New user accounts complete within 4 hours 

Dangerous Goods 

All dangerous goods need to be approved with full courier usage and packing agreed before anything is booked for delivery to us. We require a minimum of 7 days notice once all information has been collected but may be longer if delayed by couriers own SLAs




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