Service Level Agreement

1. Introduction

This Service Level Agreement (SLA) outlines the agreed-upon standards and expectations for customer service provided by Fledglings. The purpose of this SLA is to ensure a high level of customer satisfaction and to define the responsibilities of both Fledglings and its customers. This SLA is applicable to all customers using our ecommerce platform.

2. Support Channels and Availability

2.1. Customer Service Channels:

2.2. Support Availability:

  • Email: Monday to Friday, 9.30am–4.00pm
  • Phone: Monday to Friday, 10.00am–3.00pm

3. Initial Response Time

3.1. Email Support:

We aim to respond to all customer inquiries received via email within 2 working days of receipt.

3.2. Phone Support:

Customers can reach our support team via phone during business hours (Monday to Friday, 10am–3pm). We aim to answer all calls promptly and prioritise urgent issues.

4. Issue Resolution Time

The time to resolve an issue depends on its complexity and severity.

  • Stock enquiries: We aim to respond within 2 working days.
  • Delivery enquiries:
    • Warehouse dispatch: Response within 2 working days.
    • Supplier dispatch: Response within 3 working days.
  • Technical issues: We offer to call and take the order over the phone within 24 hours.
  • Product queries: Response within 2 working days.
  • Returns: Refunds processed within 3 working days of receiving returned products. See our returns policy.
  • Faulty items: Investigation within 5 working days. We liaise with suppliers to resolve promptly.
  • Platform issues: We use Shopify, which has a 99% uptime. Major issues are addressed as a priority.

5. Escalation Procedures

If a customer feels their issue is not being adequately addressed, they can request escalation as follows:

  • If unresolved by the customer service administrator, the issue will be passed to the Head of Fledglings.

6. Customer Responsibilities

Customers are expected to provide accurate and complete information when contacting customer service and to cooperate with the support team to aid resolution.

7. Amendments to the SLA

Fledglings reserves the right to amend this SLA with prior notice to customers. Changes will be communicated via email or website notifications. By using our ecommerce platform and accessing our customer service channels, customers agree to adhere to the terms outlined in this SLA.

Signed:
L Spann
Lisa Spann
Head of Fledglings
July 2025