Policies · Service Level Agreement
Service Level Agreement (SLA)
What you can expect from Taurex — how fast we respond, how we keep you updated, what happens if we miss. Transit times are estimates set by carriers and ports so we cannot guarantee them, but everything within our control we hold ourselves accountable for.
Communication commitments
Phone +44 116 483 0483: AI assistant 24/7, human 09:00–18:00 UK Mon–Fri, answered within 30 seconds. Email [email protected]: acknowledged within 4 business hours, substantive reply within 1 business day. WhatsApp +44 7822 000556: acknowledged within 2 business hours. Customer portal: 99.5% uptime monthly. Quote requests: initial response 4 business hours, written quote 1 business day. Complaints: acknowledged 1 business day, full response 14 business days.
Operational commitments
Quote validity: 7 days. Booking confirmation after acceptance: within 1 business day. Pre-alert to consignee: within 4 business hours of vessel/flight departure. Customs entries: lodged within 4 business hours of complete documentation. Daily shipment status updates pushed to portal during transit. POD uploaded within 1 business day of delivery. Invoice issued within 2 business days of completion.
Indicative transit times (not guaranteed)
Mumbai → Leicester FCL sea: 24–32 days. Mumbai → Leicester LCL sea: 32–42 days. Mumbai → London air: 4–7 days. Shanghai → Felixstowe FCL: 28–38 days. Shanghai → London air: 4–8 days. Istanbul → Leicester road: 7–12 days. UK domestic next-day road: T+1 by 18:00 if picked up before noon. Subject to carriers, ports, customs, weather, route.
KPIs we hold ourselves to
Quote response 4 BH (95%). Booking confirmation 1 BD (98%). Documentation first-time-right 98%. POD upload within 1 BD (95%). CSAT ≥ 4.3/5 quarterly. First-call resolution ≥ 70%. Complaint resolution ≤ 14 BD (90%). Portal uptime 99.5% monthly. Reported on request to enterprise customers.
If we miss
Raise within 30 days of the event. We acknowledge in 1 BD, investigate and report back in 5 BD, remedy with service credit, fee waiver, or refund proportionate to impact and affected fee, applied as credit to next invoice. SLA credits and liability caps are separate.
Force majeure and excluded events
Not in breach where caused by force majeure (per /policies/customer/18), carrier delay, port congestion, customs hold, customer's late or inaccurate information, weather, war, civil unrest, government action, port closure, third-party IT outages, cyber attack beyond reasonable safeguards.
Last reviewed 2026-06-06.