Service Level Agreement (SLA) & Delivery Standards
Effective Date: September 2026 • Official Operational SLAs for FLEX SHOP LTD (flexshopltd.com)
Performance & Quality Standard Commitment
This Service Level Agreement defines the turnaround times, accuracy thresholds, and communication obligations provided by FLEX SHOP LTD (Company No. 17429042) for eCommerce catalog listing, optimization, and store operations.
1. Operational Scope & Retainer Allocations
To ensure transparent, predictable service delivery at our competitive pricing structure, services are provisioned according to clear monthly listing and hourly benchmarks:
| Engagement Tier | Monthly Price | Dedicated Hours | Monthly Output Capacity | SLA Turnaround |
|---|---|---|---|---|
| Dedicated Specialist | £100 / mo | 20 - 25 hrs / mo | 50 - 100 SKUs listed/optimized | 24 - 48 Hours |
| Growth Team Retainer | £499 / mo | 70 - 80 hrs / mo | 200 - 350 SKUs cross-channel | 24 Hours Priority |
| Per-Listing Batch | £0.70 / SKU | Project-based | Min. batch 25 - 50 SKUs | 24 - 48 Hours |
2. Quality Assurance & Accuracy Benchmarks
Every single product listed or edited by FLEX SHOP LTD undergoes rigorous two-tier internal quality validation:
- 99.8% Listing Data Accuracy: Attributes, barcodes, variation mapping, brand names, and price inputs must strictly match client specification sheets.
- Cassini & A10 SEO Compliance: Titles structured with high-volume buyer search terms within character restrictions (eBay: 80 chars; Amazon: 150-200 chars).
- Pure White Image Standards: Primary gallery photos formatted to RGB 255/255/255 white background, cropped to standard square ratio (1600x1600px minimum for zoom capability).
- Zero Suppressed Listings Guarantee: All mandatory category specifics populated to prevent backend search suppression.
3. Response Time & Communication Standards
We maintain active, prompt communication during UK business hours (09:00 - 18:00 GMT, Monday through Friday):
- Direct WhatsApp / Slack Inquiries: Acknowledged within 2 hours during active operating shifts.
- Email Inquiries (sales@flexshopltd.com): Answered within 12 business hours.
- Urgent Listing Corrections (e.g. out-of-stock emergency or mispriced SKU): Handled with same-day priority dispatch within 4 hours.
4. Client Asset Handoff & Delay Provisions
Turnaround SLAs commence upon complete delivery by the client of all necessary raw materials, including supplier invoice/data sheets, high-resolution source imagery, barcode numbers, and store delegation permissions. If source data is missing mandatory attributes, FLEX SHOP LTD will notify the client within 1 business day.
5. Revision Protocols & 30-Day Defect Warranty
Clients enjoy a 30-day post-delivery warranty on all catalog batches. Any typographical error, formatting mistake, or algorithmic category mismatch originating on our side will be rectified at zero additional charge within 24 business hours.