Response time SLAs
What customers can expect, per channel.
Targets
| Channel | First response | Resolution |
|---|---|---|
| Shopify contact form / email | 4 hours (core window), 12 hours (off-hours) | 48 hours |
| Chatbot (Tidio) | Instant (automated) → 30 min (human) in core window | 4 hours |
| 2 hours in core window, 12 hours off-hours | 24 hours | |
| Instagram DM | 4 hours | 48 hours |
| Amazon / eBay messages | Match platform requirements (usually <24 hours) | Per platform |
What “core window” means
See Remote collaboration — it’s 10:00–14:00 Beijing/Bali time, when at least two time zones overlap.
When we miss SLA
- If the same customer is waiting > 2x SLA, escalate to the CS lead
- Weekly review of all SLA misses — root cause for each one, action item if a pattern
- Monthly SLA hit rate reported in the business review
Follow-the-sun design (aspirational)
Eventually: Bali covers 09:00–18:00 WITA → Beijing covers 09:00–18:00 CST (overlapping) → Melbourne covers 09:00–17:00 AEDT. That gives effectively 16+ hours of coverage per day with the three teams rotating.
Prerequisites before this works:
- Shared ticket system with clean handoff notes
- Handbook content complete enough that any agent can answer most questions
- Documented escalation rules (so no single agent has to be the expert)