Service Level Agreement - White Glove Cargo

1. Service Commitment

White Glove Cargo is committed to providing reliable, professional logistics services with the highest standards of care and customer service. This Service Level Agreement (SLA) outlines our commitments and the remedies available if we fail to meet them.

2. Service Levels by Tier

Standard Service

Delivery Window: 5-7 business days
Quote Response: Within 2 business hours
Tracking Updates: Every 24 hours
Customer Support: Business hours (8 AM - 6 PM EST)
On-Time Delivery: 95% guarantee

Express Service

Delivery Window: 2-3 business days
Quote Response: Within 1 hour
Tracking Updates: Real-time GPS tracking
Customer Support: Extended hours (7 AM - 8 PM EST)
On-Time Delivery: 98% guarantee

Premium White Glove

Delivery Window: Scheduled appointment (2-hour window)
Quote Response: Within 30 minutes
Tracking Updates: Real-time with driver contact
Customer Support: 24/7 dedicated account manager
On-Time Delivery: 99.5% guarantee
Additional Services: Inside delivery, assembly, debris removal

3. Performance Metrics

We measure our performance using the following key metrics:

Metric	Target	Measurement
On-Time Pickup	98%	Within scheduled 4-hour window
On-Time Delivery	95-99.5%	Varies by service tier
Damage Rate	< 0.5%	Damaged items per 1000 shipments
Customer Satisfaction	> 4.5/5	Post-delivery survey score
First-Call Resolution	85%	Support issues resolved on first contact

4. Customer Support Standards

Phone Support: Average wait time under 2 minutes
Email Response: Within 4 business hours
Live Chat: Within 60 seconds (business hours)
Claims Processing: Acknowledgment within 2 business days
Account Manager: Assigned for Enterprise clients (50+ shipments/year)

5. Service Credits and Remedies

If we fail to meet our service level commitments, you may be eligible for service credits:

Late Delivery

- 1-2 days late: 10% credit on freight charges
- 3-5 days late: 25% credit on freight charges
- 6+ days late: 50% credit on freight charges

Missed Appointment Window

15% credit for deliveries outside of scheduled 2-hour window (Premium service only)

Communication Failures

$50 credit if quote response exceeds guaranteed timeframe by more than 2 hours

How to Request Credits: Email support@whiteglovecargo.com within 30 days of delivery with your shipment number and details of the service failure. Credits are applied to your account within 5 business days of approval.

6. Exclusions

This SLA does not apply to delays caused by:

Force majeure events (natural disasters, extreme weather, etc.)
Customer-caused delays (incorrect addresses, recipient unavailable, etc.)
Customs delays for international shipments
Government actions or regulatory changes
Acts of terrorism or civil unrest

7. Continuous Improvement

We continuously monitor our performance and publish quarterly service reports for Enterprise clients. We conduct annual SLA reviews and adjust our commitments based on customer feedback and operational improvements.

Contact Information

For SLA questions, service credit requests, or performance concerns:

White Glove Cargo - Service Quality Team

Email: support@whiteglovecargo.com

Phone: 1-800-WGC-MOVE

Hours: Monday - Friday, 8:00 AM - 6:00 PM EST