Service Levels and SLAs
Concrete performance targets for every service category, with structured credits when we fall short.
Service Level Targets
Every service Armbrust provides is governed by measurable SLA targets. These are not aspirational goals — they are contractual commitments with credits attached.
| Category | SLA Target |
|---|---|
| Receiving | 95% of inbound receipts available in WMS within 48 hours of appointment |
| Storage | Inventory accuracy at least 99%; lost or damaged below 1% |
| Pick & Pack | 100% order accuracy; same-day ship for orders released by 2:00 PM CT |
| Kitting / Assembly | Projects completed within 3 business days of materials receipt |
| Returns | Returned units processed within 2 business days of receipt |
| Reporting | Dashboard uptime at least 99.5% |
Service Credits
If Armbrust fails to meet any SLA target in a given week, the customer receives a 1% credit of that week's Fulfillment Fees for each distinct SLA category missed, up to a maximum of 10% total per week. Credits are automatically applied to the following week's invoice.
Credits are per SLA category, not per incident. Missing Pick & Pack once or five times in the same week results in the same 1% credit.
Wrong Item Shipped
When Armbrust ships a wrong item, we take full accountability: FedEx 2-Day shipment of the correct replacement plus a $5 credit to the next week's invoice.
Credit Exclusions
Service credits do not apply when the SLA failure results from:
- Inaccurate or incomplete data provided by the customer
- Late or missing inventory
- Force Majeure events
- Delays caused by or approved in writing by the customer
Chronic Failure
If Armbrust fails to meet an SLA in any two consecutive calendar months, the customer may terminate the affected service on ten days' notice without penalty.
Our SLAs are not just promises; they are commitments we are prepared to meet every day.
Philip Quick, Founders 3PL
