Service Level Agreements
At Talenti Group, we are committed to delivering reliable and timely logistics and customs brokerage services. This document outlines our service level commitments and what you can expect when working with us.
Introduction
This Service Level Agreement (SLA) defines the performance standards and commitments that Talenti Group provides to its clients for logistics, customs brokerage, and cargo handling services. By engaging our services, you acknowledge and agree to the terms outlined in this document.
Scope of Services
This SLA applies to all services offered by Talenti Group, including but not limited to Customs Brokerage, Freight Brokerage, Specialized Cargo Handling, and related documentation and compliance support. Specific commitments may vary by service type and will be confirmed in your service agreement.
Response Times
We aim to respond to all inquiries and requests within one business day. For urgent matters, we will acknowledge receipt as soon as possible and provide an initial response within four business hours where feasible. Response times may be affected by the complexity of the request and availability of required information.
Service Availability
Talenti Group operates during standard business hours. Our team is available to support your shipments and customs clearance needs within these hours. For time-sensitive shipments, we will work with you to establish timelines and communicate any factors that may affect delivery or clearance.
Exclusions
Service level commitments do not apply to delays or issues caused by factors outside our reasonable control, including but not limited to customs authority processing times, force majeure events, incorrect or incomplete information provided by the client, or third-party carrier or port delays. We will keep you informed of any such circumstances.
Reporting and Escalation
If you believe we have not met the standards set out in this SLA, please contact us. We will review your concern and respond in accordance with our client care process. For ongoing engagements, we can provide periodic updates on service performance upon request.
Amendments
Talenti Group reserves the right to update this Service Level Agreement from time to time. Any changes will be posted on this page with an updated effective date. We encourage you to review this document periodically. Continued use of our services after changes constitutes acceptance of the updated SLA.
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