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 – 17:00

Operating Hours

Mon – Sat

Working Days

Sun & Holidays

SLA 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:

You have the right to Re-open the ticket directly on the system.

The 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.