We aim to always have standard SLAs agreed with our clients with particular emphasis on the following touch points.
B2C
Our B2C SLAs are designed to maintain standards related to shipping and fulfillment processes for consumer shipments.
B2B
Our B2B SLAs relate to services, such as response times and dispatch windows, for business-to-business batch fulfillment.
Shipping and Packaging Rule Modifications
To prevent disruptions in fulfillment and ensure we can implement your shipping requirements accurately, we require a minimum of 3 business days’ notice for any changes to your shipping rules or packing materials.
This includes but is not limited to:
- Replacing inserts (e.g. postcards, flyers, tissue paper)
- Adding promotional or campaign-based items
- Changing packaging materials or gift bags
- Setting up temporary rules for product launches or sales events
Please make sure to provide:
- Clear instructions on what needs to change
- Start and end dates for temporary or campaign-based changes
- Whether the change should apply to all unfulfilled orders or only new orders going forward
These changes require coordination with our Tech team and follow an internal ticketing and review process. Without appropriate lead time, we may not be able to implement your request on time, which could impact order dispatch and customer experience.
⚠️ Late change requests may result in delayed fulfillment or configuration errors. Borderless360 is not liable for issues caused by last-minute requests that fall outside the required 3-day notice period.
If you anticipate any promotional periods or product transitions, please reach out as early as possible so we can align ahead of time.
SLA analytics
Detailed SLA analytics is available from the Analytics dashboard under the 3PL Analytics tab.
You are able to access SLA analytics for your chosen timeframe and can filter by warehouse location.
The SLA dashboard provides information on receiving, order fulfillment and dispatch times.
For more information on analytics, visit our help site article: Understanding Your Analytics Dashboards
Public holidays and planned closures
SLAs exclude weekends, public holidays and planned closures. The holiday calendar at the top right of your navigation bar details all upcoming closures, providing you with greater visibility over your supply chain.
