GroWrk's Service Level Agreement

GroWrk’s Service Level Agreement (SLA) outlines agreed-upon performance standards for order fulfillment, providing detailed information on fulfillment times by region. You can navigate to the Service Level Agreement page through the Support page.

Key Definitions

This section defines the terminology used throughout the SLA document, including order types, how SLA days are calculated, and what is considered as order completion for different service categories.

Order SLA Days by Country

The SLA table outlines the expected fulfillment timeframes organized by country and order type. Timeframes vary based on location, and unavailable services and will be marked as "0" in the table.

Important Notes

This section covers exceptions and additional considerations that may affect SLA times, including regional holidays, custom-build orders, expedited or overnight shipping, and suspended operations due to events outside of GroWrk’s control.

Timeframes Excluded from SLA Tracking

The SLA tracking system pauses during timeframes that depend on external actions outside GroWrk’s control, ensuring the SLA metrics accurately reflect only the fulfillment time for which GroWrk is responsible. Exclusions include periods when orders are pending client approval or payment, awaiting information or action from the client or employee, legal or preventive hold periods, or coordination-based events like self-delivery.

Visit the Service Level Agreement page to view all details for SLA days, important considerations, and time exclusions.