Service Level Agreement

1. Service Overview

1.1. Action Apparel provides branded and customised clothing solutions to businesses of all sizes, offering embroidery, vinyl printing, and DTF (Direct-to-Film) options.

1.2. This Service Level Agreement (SLA) outlines our commitment to delivering orders within specified timeframes and providing quality customer service.

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2. Service Commitments

2.1. Order Fulfilment: Action Apparel commits to fulfilling all orders within 14 days from the date of payment.

2.2. Artwork Approval: Artwork for customisation will be provided to the customer for approval within 2 business days of order confirmation.

2.3. Customer Service: Our customer service team will respond to all inquiries and issues within 1 business day.

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3. Exclusions

3.1. Delays caused by factors beyond our control, such as supplier delays, shipping disruptions, or natural disasters, are excluded from this SLA.

3.2. Changes requested by the customer after artwork approval may impact delivery times and are not covered by this SLA.

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4. Reporting

4.1. Action Apparel will provide regular reports to customers upon request, detailing order status, delivery times, and any relevant updates.

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5. Performance Monitoring

5.1. Action Apparel will monitor its performance against the commitments outlined in this SLA and make continuous improvements to meet customer expectations.

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6. Service Credits

6.1. In the event of a failure to meet the commitments outlined in this SLA, Action Apparel may provide service credits to affected customers as compensation, at its discretion.

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7. Amendments

7.1. This SLA may be amended by Action Apparel from time to time. Any changes will be communicated to customers in writing.