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====== 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.