1. Purpose

This Service Level Agreement outlines the performance standards and service commitments provided by EMS Plus for international express shipping, courier services, air freight logistics, and related services.

This SLA defines service expectations, response times, and operational standards applicable to customers using EMS Plus services.

2. Scope of Services

This SLA applies to:

• International express shipping
• Domestic courier services
• Air freight and cargo logistics
• Business shipping accounts
• Customs clearance coordination
• Shipment tracking services

Service levels may vary depending on shipment type, destination country, and regulatory conditions.

3. Service Availability

EMS Plus operates during standard business hours unless otherwise agreed in writing. Shipment tracking systems are available 24/7 through our online platform.

Operational hours may vary by region.

4. Delivery Performance Standards

EMS Plus aims to maintain high performance standards across all service categories:

International Express Shipping
Estimated delivery: 2–7 business days depending on destination.

Domestic Courier Services
Same-day or next-day delivery depending on service selection and location.

Air Freight Services
Transit time varies based on route, cargo type, and customs processing.

Delivery times are estimates and may be affected by:

• Customs inspections
• Weather conditions
• Airline disruptions
• Regulatory requirements
• Force majeure events

5. Shipment Tracking

EMS Plus provides real-time shipment tracking through digital tracking systems.

Tracking services include:

• Shipment status updates
• Transit history
• Estimated delivery updates
• Proof of delivery confirmation

Tracking accuracy depends on carrier and network updates.

6. Customer Support Response Times

EMS Plus aims to respond to customer inquiries within:

• General inquiries: Within 24 business hours
• Urgent shipment matters: Same business day
• Claims inquiries: Within 2 business days

Response times may vary during peak shipping periods.

7. Claims Resolution Timeline

Upon submission of a complete claim with supporting documentation:

• Acknowledgment of receipt: Within 2 business days
• Investigation period: 7–21 business days
• Final determination: Upon completion of investigation

Claims are processed in accordance with the Claims & Refund Policy.

8. Service Exceptions

EMS Plus shall not be held responsible for service disruptions resulting from:

• Customs delays
• Incorrect documentation provided by shipper
• Regulatory restrictions
• Natural disasters
• Labor strikes
• Government actions
• Security inspections

Such events are outside operational control.

9. Business Account Performance

Corporate and business clients may receive:

• Dedicated account management
• Volume-based pricing
• Scheduled pickup services
• Monthly invoicing
• Performance reporting upon request

Custom SLAs may be negotiated for high-volume business clients.

10. Continuous Improvement

EMS Plus continuously monitors delivery performance, shipment tracking efficiency, customs processing coordination, and customer satisfaction to improve service quality.

Operational procedures are regularly reviewed to maintain reliability and compliance with international logistics standards.

11. Limitation of Guarantee

While EMS Plus strives to meet stated performance standards, this SLA does not constitute a legally binding delivery guarantee unless explicitly agreed in writing under a separate contractual agreement.

12. Contact Information

For questions regarding this Service Level Agreement, contact:

info@expressmailservicesplus.com