Partner Service Level Agreement (SLA)

Code of Conduct

Partners are expected to maintain the highest standards of professional integrity. This includes:

  • Transparency: Providing honest and accurate information regarding facility capabilities and mail status.
  • Safety & Security: Ensuring all customer mail and personal data are stored in a secure environment.
  • Professionalism: Communicating with customers and the corporate team in a courteous and timely manner.
  • Accountability: Taking ownership of the end-to-end service delivery

Services

The partner agrees to provide the following core services to all users:

  • Physical Mail Handling: Receipt, sorting, and secure storage of all incoming mail.
  • Mail Handling: upload all mail items received for verified ATMB customers to the ATMB portal within one business day of receipt. 
  • Digital Processing: High-resolution scanning of envelopes and contents (Open & Scan) – recommended at 300 dpi or higher.
  • Mail Disposition: Timely execution of forwarding, shredding, recycling or local pickup requests.
  • Account Management: Maintenance of an active and accurate profile on the platform with actions on new customers and approvals.

Services Turnaround Times

To maintain an approved status and ensure network reliability, the following turnaround times are mandated:

  • Open and Scan Requests: Must be completed within 24 hours of the request.
  • Mail Forwarding: Physical dispatch must occur within 48 hours of the request.
  • Initial Check-in: New mail must be logged into the system within 24 hours of receipt at the facility.
  • Applications: Review all applications (approve or if rejected, provide feedback) within 48 hrs
  • Phone Responsiveness: For facilities with phone support, the goal is to maintain an 80/20 SLA (80% of calls answered within 20 seconds).

Customer Service

Partners must provide proactive support to resolve customer inquiries when our team reach out to partners:

  • Ticket Response: Support tickets must be acknowledged within 24 hours.
  • Resolution Goal: Non-complex issues should be resolved within 48 hours.

Complaints and Dispute Resolution

  • Escalation: Any customer complaint not resolved within 48 hours must be escalated to the Partner Success team.
  • Remediation: If any partner fails to meet the 48-hour turnaround threshold, they may be subject to disciplinary action
  • Appeals: partners may appeal decisions by providing documented evidence of extenuating circumstances. Ultimately Anytime Mailbox reserves the right to enforce penalties. 
  • Support Responsiveness: The partner commits to responding to support inquiries from ATMB and from their customers within 2 business days via email or phone. 
  • Business Change: The partner agrees to inform ATMB promptly, and no less than 30 days in advance, of any significant business changes, including but not limited to:
    • Transfer of business ownership 
    • Site relocation 
    • Changes in business structure or type 
    • Rebranding efforts 
  • The partner will ensure that such changes do not negatively impact the services provided under this Agreement or harm ATMB’s reputation or brand interests.  Service Shutdown Notice: The partner agrees to provide ATMB with a minimum of 30 days written notice in the event of a temporary or permanent service shutdown.
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