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SLA commitments

Real-time tracking on every shipment is the operational backbone behind every SLA below. The page covers what we commit to, how we report against it, what happens when we miss, and what sits outside the SLA envelope.

What we commit to

Section titled “What we commit to”

Four operational commitments form the SLA envelope. Specifics on each tie back to the operations and pricing pages so the numbers stay in one place.

  • Integrations uptime. Order sync from Shopify, Noon, Amazon, manual, and API channels stays available during business hours and through standard maintenance windows. Planned maintenance is communicated ahead.
  • Dispatch cut-off observance. Same-day Dubai cut-off and the next-day cut-off across the seven Emirates hold consistently. Detail in cut-off times.
  • COD payout cycle observance. Your payout cycle is set during onboarding and stays consistent once locked. Reconciliation runs daily regardless of cycle length. Detail in COD reconciliation.
  • Per-Emirate delivery. Typical timelines apply per Emirate as documented in delivery timelines. The wording is “typical” rather than “guaranteed” for non-same-day Dubai lanes; same-day Dubai is the firmest commitment in the envelope.

How we report against it

Section titled “How we report against it”

Visibility lives in two places.

  • Your SamVertex account. Every order shows the timestamps that map to the SLA envelope. Aggregate metrics (on-time rate per Emirate, average transit, refusal rate) are exposed alongside.
  • Status communication when incidents happen. If an integration goes down, a route gets disrupted, or a payout cycle is delayed, your account manager reaches out directly through WhatsApp and email. Public-facing status communication is not on the docs site today; the merchant-direct channel is the source of truth.

When SLA is missed

Section titled “When SLA is missed”

We credit at our discretion based on impact. Two principles guide the call:

  • Impact, not pedantic enforcement. A 90-minute delay that did not actually affect the buyer experience does not automatically trigger a credit; a missed delivery window that caused a buyer to refuse the order does. The merchant outcome is what we look at.
  • Same-day acknowledgement. If you flag a missed SLA through disputes, the case opens the same business day. Resolution timing depends on the audit-trail review.

Credits show on the next monthly invoice as adjustments tied to the case ID.

What is out of scope

Section titled “What is out of scope”

Five categories sit outside the SLA envelope because they are outside our operational control.

  • Force majeure. Extreme weather, port closures, government action.
  • Customer unavailability beyond reasonable retries. Three delivery attempts per parcel: first attempt included in the delivery rate, second attempt charged per the delivery attempts line, third attempt included. After the third, the parcel returns and SLAs reset.
  • Buyer-initiated reschedules. A buyer who reschedules at the tracking page shifts their own delivery window; the original SLA pauses.
  • Stock-out scenarios. If a Shopify order references a SKU that is not on our shelf, the SLA on dispatch does not start until stock arrives.
  • Prohibited or restricted goods. Anything refused at intake under restricted items does not enter the SLA envelope at all.
Section titled “Related”
Delivery timelines Per-Emirate transit times that back the delivery commitment.
Cut-off times The dispatch cut-offs that anchor the dispatch commitment.
COD reconciliation The reconciliation flow behind the COD payout commitment.
Disputes The path for raising a missed-SLA case.