At Workwize, we are committed to delivering efficient and reliable services to our clients. Our Service Level Agreements (SLAs) outline the expected response times for various services, ensuring transparency and clear expectations. These SLAs help you manage your operations smoothly by knowing exactly what to expect from us.
Workwize Service | SLA (in working days) |
1. Procuring & Delivery | |
1.1 Procuring - Product Sourcing (excl. admin unresponsive) | 7 |
1.2 Procuring - Pricing Quotes for Bulk Orders | 5 |
1.3 Procuring - Ability to cancel an order - Warehouse | 0 |
1.4 Procuring - Ability to cancel an order - Dropshipping | 1 |
1.5 Delivery - Serial Number reporting (after delivery - only for devices) | 5 |
1.6 Delivery - Order to WH : Making asset visible in WH tab | 5 |
2. Retrievals & Warehouse | |
2.1 Offboarding - Complete Flow (excl. user unresponsive) | 30 |
2.2 Offboarding - Initiate First Contact with User | 1 |
2.3 Offboarding - Asset Visible in WH Tab (Without Wipe-up) | 3 |
2.4 Offboarding - Asset Visible in WH Tab (With Wipe-up) | 5 |
2.5 Wipe-up - Setup New Process from Warehouse (excl. unclarities) |
7 |
|
|
3. Repairs, Disposal & Reselling | |
3.1 Repairs - Complete Flow | 45 |
3.2 Repairs - First Quote on Repair Estimate | 7 |
3.3 Disposal - Complete Flow (incl. Certificate) from Warehouse | 60 |
3.4 Disposal - Complete Flow (incl. Certificate) from Users/Offices | 45 |
3.5 Reselling - Complete Flow (excl. Payment) | 45 |
3.6 Reselling - First Quote on Resell Estimate | 7 |
4. Customer Support |
|
4.1 Customer Support - Real-Time Chat First answer | 2 minutes |
1. Procuring & Delivery SLAs
1.1 Product Sourcing (excl. admin unresponsive): Product sourcing is completed within 7 working days, provided that all required information is available and clients remain responsive throughout the process.
1.2 Procuring - Pricing Quotes for Bulk Orders: For bulk orders, we provide pricing quotes within 5 working days. This helps you efficiently manage your purchasing decisions based on clear and accurate pricing.
1.3 / 1.4 Order Cancellation Policy:
- Drop-shipped orders can be cancelled within 1 working day, allowing you the flexibility to manage last-minute changes in your procurement needs.
- Cancellations for warehouse-shipped orders are processed immediately and therefore cannot be cancelled.
1.5 Delivery - Serial Number reporting (after delivery - only for devices): Accurate tracking of your assets is essential for inventory management. We ensure that the serial numbers for all delivered devices such as phones, tablets, and laptops; are logged and updated in our system within 5 working days after the delivery date.
1.6 Delivery - Order to WH : Making asset visible in WH tab: We make assets visible in the Warehouse Tab within 5 working days, except in cases where shipments/orders are made outside of Workwize. If we did not receive the tracking information at least 5 days before estimated delivery date, the asset will be visible within 10 working days*.
2. Retrievals & Warehouse SLAs
Offboarding:
- 2.1 Offboarding - Complete Flow (excl. user unresponsive): The offboarding process is completed within 30 working days, ensuring that all assets are recovered and processed efficiently.
- 2.2 Offboarding - Initiate First Contact with User: We initiate contact with the End User to begin the offboarding process within 1 working day, ensuring a quick start to the retrieval process.
- 2.3 Offboarding - Asset Visible in WH Tab (Without Wipe-up): For assets that do not require a wipe-up process, we ensure visibility in the Warehouse Tab within 3 working days.
- 2.4 Offboarding - Asset Visible in WH Tab (With Wipe-up): For assets that require wiping, we make them visible in the Warehouse Tab within 5 working days to reflect their updated status.
Wipe-Up Process
2.5 Wipe-up - Setup New Process from Warehouse (excl. unclarities): For new Wipe-Up Processes initiated from the warehouse, we complete the setup within 7 working days, provided there are no unclarified issues. Please note that this does not include device configuration process from suppliers (e.g. MDM enrollment), which is a separated process.
3. Repairs, Disposal & Reselling SLAs
Repairs:
- 3.1 Repairs - Complete Flow: We manage the entire repair process for devices within 45 working days. However, if a replacement is needed, it will be subject to the lead time from the Supplier, which may alter the SLA for the Complete flow.
- 3.2 Repairs - First Quote on Repair Estimate: When devices require repairs, we provide an initial quote for the estimated repair costs within 7 working days. This quote allows you to plan and make an informed decision before accepting to move with the actual repair.
Disposal:
- 3.3 Disposal - Complete Flow (incl. Certificate) from Warehouse: We handle the complete disposal process for devices from our warehouse, including the issuance of a disposal certificate, within 60 working days. This process ensures that all devices are securely and responsibly disposed of.
- 3.4 Disposal - Complete Flow (incl. Certificate) from Users/Offices: When devices are disposed of directly from End Users or Offices, we complete the entire disposal process and issue the necessary certificates within 45 working days.
Reselling:
- 3.5 Reselling - Complete Flow (excl. Payment): We manage the complete reselling process for devices within 45 working days, excluding the payment process, to ensure efficient reuse or resale of assets.
- 3.6 Reselling - First Quote on Resell Estimate: For devices slated for resale, we provide an initial quote on the resale value within 7 working days, giving you the information needed to make quick decisions.
4. Customer Support SLAs
4.1 Customer Support - Real-Time Chat First answer: For immediate assistance, our Customer Support Team is available to respond to chat inquiries within 2 minutes during working hours. This quick response time ensures minimal disruption to your business operations.