Editor

This playbook sets the delivery promises we make to customers in Q4 and what happens when we miss them. It replaces the Q3 version and applies to every hub from October 15.

1. Delivery windows

Same-day delivery is guaranteed for orders placed before 14:00 local time.

• Next-day: orders placed before 22:00, Monday to Saturday
• Standard: 2–4 business days, tracked end to end
• Remote areas: 5–7 business days, carrier hand-off on day 2

“A missed window costs us more in support time than the shipment itself.” — Ops review, Sep 2026

2. Breach credits

Webhook event: delivery.sla_breached

3. Escalation path

If a shipment is more than 6 hours late, the hub lead calls the customer before the support team hears about it. Breaches over 24 hours go to the regional ops manager the same day.

4. Reporting

Every Monday the ops team shares the breach count, credits paid and the three slowest lanes per hub.