Service Level Agreement (SLA)

Effective Date: October 14, 2025

1. Introduction

This Service Level Agreement ("SLA") defines the performance standards and guarantees that KCShip LLC ("KCShip") commits to providing for its third-party logistics (3PL) fulfillment services. This SLA is part of the Agreement between KCShip and you ("Customer").

2. Service Availability

2.1 Uptime Guarantee

KCShip guarantees 99.5% uptime for our customer portal and order processing systems, measured monthly. Scheduled maintenance windows are excluded from this calculation.

2.2 Warehouse Operations

Our warehouse operates Monday through Friday, 8:00 AM to 5:00 PM Central Time, excluding federal holidays.

3. Order Processing Timelines

3.1 Standard Fulfillment

Orders received before 2:00 PM Central Time on business days will be processed and shipped within 1-2 business days, subject to inventory availability and payment confirmation.

3.2 Expedited Fulfillment

Expedited orders (with additional fees) will be processed and shipped within 24 hours of receipt, subject to inventory availability.

3.3 Inbound Receiving

Inbound shipments will be received, inspected, and added to your inventory within 2-3 business days of arrival at our facility.

4. Accuracy Standards

4.1 Order Accuracy

KCShip guarantees 99.5% order accuracy, measured as the percentage of orders shipped with the correct items and quantities.

4.2 Inventory Accuracy

We conduct regular cycle counts to maintain 99% inventory accuracy. Discrepancies will be investigated and resolved within 5 business days.

5. Performance Metrics

KCShip tracks the following key performance indicators (KPIs):

Order fulfillment time (time from order receipt to shipment)
Order accuracy rate
Inventory accuracy rate
Inbound receiving time
Customer portal uptime

Monthly performance reports are available through your customer portal.

6. Service Credits

6.1 Eligibility

If KCShip fails to meet the performance standards outlined in this SLA, you may be eligible for service credits as follows:

Portal uptime below 99.5%: 5% credit on monthly storage fees
Order accuracy below 99.5%: $5 credit per incorrect order
Fulfillment time exceeds 2 business days: $2.50 credit per delayed order

6.2 Claiming Credits

To claim service credits, you must submit a request through our customer portal within 30 days of the service failure. Credits will be applied to your wallet balance within 10 business days of approval.

6.3 Limitations

Service credits are your sole remedy for KCShip's failure to meet SLA commitments. Total credits in any month shall not exceed 25% of your monthly service fees.

7. Exclusions

This SLA does not apply to service failures caused by:

Force majeure events (natural disasters, pandemics, etc.)
Customer errors or omissions (incorrect shipping addresses, insufficient inventory, etc.)
Third-party failures (carrier delays, payment processor outages, etc.)
Scheduled maintenance windows (with advance notice)

8. Communication and Support

8.1 Support Channels

Customer support is available via:

Email: support@kc-ship.com
Phone: (714) 248-5768 (Monday-Friday, 8 AM - 5 PM CT)
Customer portal ticket system

8.2 Response Times

We aim to respond to support inquiries within:

Critical issues (service outages): 1 hour
High priority (order errors): 4 hours
Normal priority (general inquiries): 24 hours

9. Changes to This SLA

KCShip reserves the right to modify this SLA at any time. We will notify you of material changes via email or through our customer portal at least 30 days in advance. Your continued use of our Services after such changes constitutes your acceptance of the updated SLA.

10. Contact Information

If you have any questions about this SLA, please contact us:

KCShip LLC
1968 S. Coast Hwy #2395, Laguna Beach, CA 92651
Email: support@kc-ship.com
Phone: (714) 248-5768