support:hot_shot_delivery_sla
Table of Contents
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.
Promised windows
| Origin | Distance to shop | Promised window |
|---|---|---|
| Parts store | up to 15 miles | 60 minutes |
| Parts store | 15 to 40 miles | 2 hours |
| WD warehouse | any | 4 hours, same business day if ordered before 2:00 PM |
The window starts when the counter marks the order Picked, not when the order is placed.
When a hot-shot is late
- 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.
- If the driver is assigned but more than 30 minutes past the window, call the shop before they call us.
- 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.
Ticket handling
- 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.
support/hot_shot_delivery_sla.txt · Last modified: by admin