Service Level Agreement (SLA) & Performance Guarantees
Effective Date: January 2025 | Version: 3.0
Our Commitment to Excellence
At AMZ Prep, we understand that your business depends on reliable, accurate, and timely fulfillment services. This Service Level Agreement outlines our performance commitments, measurement methodologies, and remedies to ensure we consistently meet your expectations.
Executive Summary
AMZ Prep guarantees industry-leading performance metrics across all service categories:
- Platform Availability: 99.9% uptime guarantee
- Order Accuracy: 99.8% accuracy rate
- Inventory Accuracy: 99.95% accuracy rate
- Same-Day Processing: 98% of orders received by cutoff
- Shipping Performance: 99% on-time dispatch rate
Up to $100 covered if we're wrong. T&Cs apply.
Service-Specific SLAs
Amazon FBA Prep Services
Specialized FBA Compliance Guarantees:
- 99.9% FBA compliance rate - zero account suspensions due to prep errors
- 100% adherence to Amazon's prep requirements (poly bags, bubble wrap, labeling)
- FNSKU labeling accuracy: 99.99%
- Same-day FBA shipment creation for orders received by 2 PM EST
- Removal order processing: 24-hour turnaround
FBA-Specific Metrics:
| Service | SLA Target | Current Performance |
|---|---|---|
| Labeling Accuracy | 99.99% | 100% |
| Prep Compliance | 99.9% | 99.98% |
| Shipment Creation | Same-day | 98.7% |
| Inventory Reconciliation | Daily | 100% |
Direct-to-Consumer (DTC) Fulfillment
DTC Performance Standards:
- Custom packaging implementation within 48 hours
- Gift message and personalization accuracy: 99.9%
- Branded tracking pages with real-time updates
- Returns portal integration with automated processing
- Peak season surge capacity: 300% normal volume
DTC Integration Support:
- Shopify Plus: Real-time inventory sync, automated order flow
- WooCommerce: Native plugin support
- BigCommerce: Enterprise API integration
- Custom platforms: RESTful API with 99.9% uptime
Cold Storage Fulfillment
Temperature-Controlled Guarantees:
- Frozen (-10°F to 10°F): ±2°F variance maximum
- Refrigerated (33°F to 40°F): ±1°F variance maximum
- Cool (55°F to 65°F): ±3°F variance maximum
- 24/7 temperature monitoring with alerts
- Generator backup: 100% uptime during power failures
- HACCP and FDA compliance maintained
Cold Chain Metrics:
| Storage Type | Temperature Range | Monitoring Frequency | Alert Response |
|---|---|---|---|
| Frozen | -10°F to 10°F | Every 5 minutes | <15 minutes |
| Refrigerated | 33°F to 40°F | Every 5 minutes | <15 minutes |
| Cool Storage | 55°F to 65°F | Every 10 minutes | <30 minutes |
International Freight Forwarding
Global Logistics SLA:
- Customs clearance: 24-48 hours (standard shipments)
- Documentation accuracy: 99.8%
- Ocean freight tracking updates: Daily
- Air freight tracking: Real-time
- Drayage coordination: 95% on-time delivery
Freight Services Performance:
| Service | Transit Time | On-Time Rate | Documentation Accuracy |
|---|---|---|---|
| Air Freight | 2-5 days | 96% | 99.8% |
| Ocean FCL | 15-35 days | 92% | 99.7% |
| Ocean LCL | 20-45 days | 88% | 99.6% |
| Express | 1-3 days | 98% | 99.9% |
VAT Compliance & Global Expansion Services
International Compliance Guarantees:
- VAT registration support: 10 business days
- IOSS compliance for EU shipments: 100%
- Duty and tax calculation accuracy: 99.5%
- Customs documentation: Zero rejections due to our errors
- Multi-currency invoicing: 35+ currencies supported
Global Expansion Metrics:
- UK EORI registration assistance
- EU VAT compliance across 27 countries
- Canadian GST/HST management
- Australian GST compliance
- Delivered Duty Paid (DDP) option accuracy: 99%
Platform Availability SLA
1.1 Uptime Guarantee
AMZ Prep guarantees 99.9% platform availability measured monthly, excluding scheduled maintenance windows.
Measurement Methodology:
- Monitored 24/7/365 using enterprise monitoring tools
- Calculated as: (Total Minutes - Downtime Minutes) / Total Minutes × 100
- Measured across all customer-facing systems
- Third-party verification through Datadog and StatusPage
1.2 Integration Uptime
Marketplace & Platform Integrations - 99.9% Uptime:
E-commerce Platforms:
- Shopify/Shopify Plus - Real-time sync
- WooCommerce - Native plugin
- BigCommerce - API integration
- Magento - Custom connector
- Salesforce Commerce Cloud
- Custom APIs - RESTful/GraphQL
Marketplace Integrations:
- Amazon (Seller Central & Vendor Central)
- Walmart Marketplace
- eBay Managed Payments
- Target Plus
- Wayfair
- Overstock
- Etsy (for eligible products)
- Mercado Libre
- Alibaba/AliExpress
ERP/Inventory Systems:
- NetSuite
- SAP Business One
- Microsoft Dynamics
- QuickBooks Commerce
- Cin7
- Skubana
- Sellbrite
- ChannelAdvisor
Current Performance (Last 12 Months):
| Month | Uptime % | Total Downtime |
|---|---|---|
| December 2024 | 99.98% | 8 minutes |
| November 2024 | 99.99% | 4 minutes |
| October 2024 | 100% | 0 minutes |
| Q3 2024 Average | 99.97% | 13 minutes |
1.3 Scheduled Maintenance
- Maximum 4 hours per month
- Minimum 72-hour advance notice
- Conducted during off-peak hours (2 AM - 6 AM EST)
- Emergency maintenance with 2-hour notice when critical
1.4 Service Credits
| Availability Level | Service Credit |
|---|---|
| 99.5% - 99.9% | 5% of monthly fees |
| 99.0% - 99.49% | 10% of monthly fees |
| 95.0% - 98.99% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
Order Fulfillment SLA
2.1 Order Processing Time
Orders received before cutoff times are guaranteed same-day processing:
Cutoff Times by Shipping Method:
| Service Level | Order Cutoff (EST) | Ship Same Day |
|---|---|---|
| Standard Ground | 3:00 PM | 98% guarantee |
| 2-Day Express | 12:00 PM | 97% guarantee |
| Next-Day Air | 10:00 AM | 95% guarantee |
| International | 11:00 AM | 95% guarantee |
Measurement: From order receipt timestamp to carrier scan timestamp
2.2 Order Accuracy
We guarantee 99.8% order accuracy, measured as:
- Correct items picked and packed
- Accurate quantities shipped
- Proper packaging and labeling
- Correct shipping method selected
Current Performance: 99.91% accuracy (trailing 90 days)
2.3 Peak Season Commitments
During peak seasons (November-December, Prime Day), we maintain:
- Extended cutoff times (published 30 days in advance)
- Additional staffing to maintain SLAs
- Dedicated account management
- Priority processing for SLA customers
Inventory Management SLA
3.1 Inventory Accuracy Guarantee: 99.95%
Measurement:
- Cycle counts performed daily
- Full physical inventory quarterly
- Real-time system reconciliation
- Third-party audit verification
Accuracy Calculation: (Accurate SKUs / Total SKUs) × 100
3.2 Receiving Performance
Inbound Processing Times:
| Shipment Type | Processing Target | SLA Guarantee |
|---|---|---|
| Small Parcel (<50 units) | 24 hours | 98% |
| LTL (<1,000 units) | 48 hours | 95% |
| Full Truckload | 72 hours | 95% |
| Container | 5 business days | 90% |
Measurement: From arrival scan to available-for-sale status
3.3 Stock Level Monitoring
- Real-time inventory visibility
- Low stock alerts at customizable thresholds
- Automated reorder point notifications
- 15-minute data refresh intervals
Shipping Performance SLA
4.1 On-Time Dispatch
Guarantee: 99% of orders dispatched to carrier on schedule
Performance by Carrier:
| Carrier | On-Time Rate | Average Transit |
|---|---|---|
| FedEx | 99.3% | Per service level |
| UPS | 99.1% | Per service level |
| USPS | 98.8% | Per service level |
| DHL | 99.5% | Per service level |
4.2 Shipping Accuracy
- Correct carrier selection: 99.9%
- Accurate tracking upload: 100% within 2 hours
- Proper customs documentation: 99.8%
- Address validation: 100% pre-shipment
4.3 Damage and Loss Prevention
Current Performance Metrics:
- Damage rate: <0.1% of shipments
- Loss rate: <0.05% of shipments
- Claims processed within 48 hours
- Full investigation reports within 7 days
Customer Service SLA
5.1 Response Time Guarantees
| Channel | Initial Response | Resolution Target |
|---|---|---|
| 4 business hours | 24 hours | |
| Phone | 60 seconds (avg hold) | First call resolution 85% |
| Live Chat | 30 seconds | 15 minutes |
| Ticket System | 2 business hours | 48 hours |
5.2 Account Management
Enterprise Accounts Include:
- Dedicated account manager
- Quarterly business reviews
- Monthly performance reports
- Custom integration support
5.3 Issue Escalation
Priority Levels:
- P1 (Critical): 1-hour response, 4-hour resolution
- P2 (High): 4-hour response, 24-hour resolution
- P3 (Medium): 8-hour response, 72-hour resolution
- P4 (Low): 24-hour response, 5-day resolution
Returns Processing SLA
6.1 Return Receipt to Processing
| Service Level | Processing Time | SLA Target |
|---|---|---|
| Standard Returns | 48 hours | 95% |
| Priority Returns | 24 hours | 98% |
| Damaged Goods | 72 hours | 90% |
| International | 5 business days | 85% |
6.2 Return Accuracy
- Correct item identification: 99.9%
- Accurate condition assessment: 98%
- Proper restocking: 99.5%
- Refund/exchange processing: 24 hours from approval
Reporting and Analytics SLA
7.1 Report Availability
| Report Type | Frequency | Delivery Time |
|---|---|---|
| Real-time Dashboard | Continuous | 15-minute delay max |
| Daily Operations | Daily | 6 AM EST |
| Inventory Snapshot | Daily | 7 AM EST |
| Monthly Summary | Monthly | 3rd business day |
| Custom Reports | On-demand | Within 24 hours |
7.2 Data Accuracy
- Transaction data: 100% accurate
- Inventory counts: 99.95% accurate
- Financial reconciliation: 100% accurate
- API data sync: Real-time with 30-second maximum delay
Service Credit Process
8.1 Eligibility
Service credits are available when:
- SLA targets are not met
- Proper claim is filed within 30 days
- Customer account is in good standing
- Issue is not due to excluded circumstances
8.2 Claim Process
- Submit claim via customer portal or email to info@amzprep.com
- Include affected order numbers and SLA violation details
- AMZ Prep reviews within 5 business days
- Credits applied to next invoice upon approval
8.3 Credit Calculation
Credits are calculated as percentage of monthly base fees:
- Single SLA breach: Specified percentage
- Multiple breaches: Highest applicable percentage (not cumulative)
- Maximum monthly credit: 50% of base fees
Exclusions
9.1 Force Majeure
SLAs do not apply during:
- Natural disasters
- Government actions
- Labor disputes
- Carrier failures outside our control
- Customer-caused delays
9.2 Customer Responsibilities
SLAs require customer to:
- Provide accurate product information
- Maintain adequate inventory levels
- Submit orders in correct format
- Pay invoices on time
- Follow AMZ Prep guidelines
9.3 Excluded Services
- Custom packaging beyond standard offerings
- Same-day delivery requests after cutoff
- International shipments to restricted countries
- Hazmat products requiring special permits
Performance Transparency
10.1 Public Performance Dashboard
View real-time SLA performance at: dashboard.amzprep.com
Metrics Published:
- Current month performance
- 12-month trending
- Facility-specific metrics
- Industry benchmarks
10.2 Third-Party Audits
- Annual SOC 2 Type II audit
- Quarterly performance verification
- ISO 9001 quality certification
- Customer satisfaction surveys
10.3 Continuous Improvement
Recent Improvements:
- 15% reduction in processing time (2024)
- 99.9% inventory accuracy achieved (Q4 2024)
- New WMS implementation improved efficiency 25%
- Expanded carrier network for better rates
Enterprise SLA Enhancements
11.1 Custom SLA Options
Enterprise customers processing >10,000 orders/month qualify for:
- Customized performance targets
- Dedicated infrastructure
- Priority processing lanes
- Enhanced service credits
11.2 White Glove Services
- Dedicated fulfillment team
- Custom packaging solutions
- Priority customer service queue
- Quarterly on-site reviews
11.3 Competitive Advantage
Why AMZ Prep Outperforms Competitors:
Unlike traditional 3PLs, we specialize in:
- Multi-Channel Native: Built for omnichannel, not retrofitted
- FBA Expertise: 5+ years exclusive Amazon experience
- Global Ready: VAT/IOSS compliance built-in
- Tech-First: API-first architecture vs legacy systems
- Transparent Pricing: No hidden fees unlike competitors
Service Comparison:
| Feature | AMZ Prep | Traditional 3PLs |
|---|---|---|
| FBA Prep Compliance | 99.9% | 85-90% |
| Integration Time | 24 hours | 2-4 weeks |
| Custom Packaging | 48 hours | 1-2 weeks |
| API Uptime | 99.9% | 95-98% |
| Real-time Inventory | Yes | Hourly batches |
11.4 Industry-Specific Solutions
E-commerce Verticals We Excel In:
- Fashion & Apparel: Polybagging, size stickers, returns processing
- Electronics: ESD-safe handling, serial tracking
- Beauty & Cosmetics: Lot tracking, expiration management
- Food & Beverage: FDA compliance, FIFO rotation
- Supplements: GMP storage, batch tracking
- Books & Media: Condition grading, protective packaging
- Toys & Games: Age warning labels, safety compliance
- Home & Garden: Oversized handling, assembly services
Agreement Terms
12.1 Term and Renewal
- Initial term: 12 months
- Auto-renewal unless 30-day notice given
- SLA targets reviewed annually
- Rate lock for committed volumes
12.2 Modifications
- 60-day notice for SLA changes
- Existing customers grandfathered for 6 months
- Improvements applied immediately
- Customer notification via email and portal
12.3 Governing Law
This SLA is governed by the laws of New York State, USA, without regard to conflict of law principles.
Contact Information
SLA Support Team
Email: info@amzprep.com
Business Hours: Monday-Friday, 8 AM - 8 PM EST
Emergency: 24/7 hotline for P1 issues
Escalation Contact:
Related Documents
Performance You Can Count On - AMZ Prep's SLA represents our commitment to operational excellence and customer success. We stand behind our services with transparent metrics and meaningful guarantees.
This SLA is subject to the Master Service Agreement. In case of conflict, the Master Service Agreement prevails.
