Our coverage standard
No email missed. All calls attended. That is easy to print and hard to prove, so here is what it means in numbers.
Calls sent to voicemail during covered hours
Maximum time before an email is acknowledged
Named people on every account, primary and backup
Coverage available every day of the week, including holidays
What we commit to
Calls
Every call to a line we are covering is answered by a person during the covered window. Not a queue, not an automated attendant, not voicemail. If every seat on your account is on another call, the call is returned within fifteen minutes.
Every email into a covered mailbox is read and acknowledged within thirty minutes during the covered window. Acknowledged means a human reply that says what is happening, not an automatic receipt. Resolution takes as long as it takes. Silence does not.
Names, not queues
Every account has a named primary and a named backup, and you meet both. The backup works your account regularly enough to stay current. When your primary is on holiday, the work is done by somebody who already knows your brokers and your drivers.
Delays
Any delay we become aware of that puts a delivery appointment at risk is communicated to you, and to the broker or customer where you have asked us to, within fifteen minutes of us knowing. We would rather tell you about a delay that resolves itself than have you hear about one from your customer.
Check calls
At the intervals agreed with you in writing, and at minimum twice per covered shift on any load in transit. Every check produces a timestamped record you can bill from.
Handover
Every covered shift ends with a written handover in your inbox. What happened, what is outstanding, what needs a decision from you, and which loads are at risk. It arrives whether or not anything went wrong.
Escalation
Anything our team cannot resolve reaches a supervisor within thirty minutes. Anything on the list you wrote during onboarding reaches you immediately, at whatever hour it happens. Nothing not on that list wakes you up.
Documents
Documents are chased on the day they are due, not at the end of the week. Invoices go out the same day where the document pack is complete.
Review
Once a month we sit down with you and go through what worked, what did not, and anything on this page we failed to meet. You do not have to ask for that meeting.
What we do not promise
We will not promise that nothing will ever go wrong, because in freight it will. We will not promise outcomes that depend on a broker, a receiver or a driver doing something we do not control. And we will not promise coverage outside the hours you are paying for.
What we will promise is that inside your window, somebody is awake, somebody has a name, and nothing sits unanswered.
Common questions
Questions we get asked
What happens if you miss one of these?
You tell us, and it goes into the monthly review with what went wrong and what changed. A standard nobody checks is marketing. We would rather be held to it.
Do these apply outside our covered hours?
No. Every commitment on this page applies inside the window you are paying us to cover. Outside it we are not watching your freight and we will not pretend otherwise.
Can we set different intervals?
Yes. These are our defaults. Check call frequency, escalation thresholds and what wakes you at night are all agreed with you in writing during onboarding and can be changed at any time.
Tell us what is falling through the cracks
A short call is enough to work out whether a dedicated seat, a shared seat or a single service is the right shape. No commitment, no pressure, and we will say so if we are not the right fit.