Service Level AgreementsUpdated 2 months ago
This article outlines the Service Level Agreements (SLAs) between CupsDirect and our customers.
The purpose of this agreement is to set clear expectations for how quickly you can expect to hear back from us. While we will always do our best to respond faster, the times below represent our standard service levels during working hours (Monday–Friday, 9am–5pm).
| Channel | First Response Time | Success Rate |
|---|---|---|
| 💬Live Chat | 15 minutes | 90% |
| 15 minutes | 90% | |
| 1 hour | 90% |
*Success Rate = the percentage of queries we reply to within the stated time.
✨ Please note: Outside of working hours, response times may be longer — but we’ll get back to you as soon as we’re online.