Hot-shot Delivery SLA

Sample document for TicketChat testing. Not an official policy.

A hot-shot (number format HS-####) is an expedited, single-order delivery from a warehouse distributor (WD) or a parts store to a repair shop, outside the scheduled route runs.

The window starts when the counter marks the order Picked, not when the order is placed.

1. Check the driver app for the hot-shot. If it shows No route, the order was never assigned to a driver: assign it from the dispatch board and tell the shop the new ETA.
2. If the driver is assigned but more than 30 minutes past the window, call the shop before they call us.
3. Late by more than 60 minutes: waive the hot-shot fee (default $25.00) on the invoice and log the waiver as a comment on the ticket.

• Priority High while the vehicle is on the shop's lift; Urgent if the shop reports a customer waiting.
• Set status Wait For Response only after the shop has the new ETA in writing.
• Close the ticket once the part is signed for, with the delivery time in the resolution.