Service Quality Commitment
SLA Policy
Boxme Customer Support
Clear and transparent ticket resolution time commitments — effective from 2026
Working Hours
SLA time is calculated within Boxme's official working hours.
- 09:00 – 17:00Operating Hours
- Mon – SatWorking Days
- Sun & HolidaysSLA Excluded
Resolution Time Commitment by Priority
| Priority | First Response | Maximum Resolution Time |
|---|---|---|
| Urgent | 01 hour | 08 hours (1 day) |
| High | 02 hours | 16 hours (2 days) |
| Medium | 04 hours | 24 hours (3 days) |
| Low | 08 hours | 48 hours (6 days) |
Note: SLA time does not include time spent waiting for customer responses or additional information. The system automatically pauses the clock when a ticket moves to pending confirmation status.
Ticket Submission & Processing Standards
To ensure timely processing, please provide complete information when submitting a Ticket:
Description
Clear, detailed, and easy-to-understand request content.
Reference Code
Order ID, tracking number, or related product code.
Expected Outcome
Clearly state your expected resolution so Boxme can act accordingly.
* Boxme reserves the right to decline tickets that lack necessary information or use inappropriate language.
Track Progress via Lark Group
All important progress updates and the daily ticket list will be posted directly to your project's Lark Group by the Boxme Assistant virtual assistant.
You can quickly track the number of tickets being processed directly in the chat window for timely follow-up.
Complaint & Re-open Process
If the resolution outcome does not meet expectations or the SLA commitment was not met:
- 1You have the right to Re-open the ticket directly on the system.
- 2The AM team will reassess and provide an official response within the next 8 working hours.
Boxme is committed to doing its utmost to support your business operations without disruption.
Submit a Support Ticket Now