This document details the SLA requirements for carrier partners on the Transmission platform. Flexport and the Transmission Team expect each carrier to comply with the below SLAs as detailed during the onboarding process. Any questions regarding SLAs should be sent to email@example.com.
Flexport and the Transmission Team regularly track and monitor all carrier performance on Transmission platform and measure SLA compliance through our Engagement Scorecard. This SOP, additional SOPs, the Engagement Scorecard, and other educational material is made available to all carriers through our Carrier Facing Google Drive.
A printable version of the Transmission SLAs are available here.
- Accessorial Logging Percentage: Goal = 90%. While logging of ALL Accessorial Charges is encouraged, Flexport currently only requires 5 Key Accessorial Charges to be logged. The 5 Key Accessorial are - Chassis Split, Waiting Time, Drop Fee/Bobtail, Layover Fee, and Stop Off Fee
- It is preferred that Key Accessorial charges be logged in real-time as they occur. It is understood that for some carriers, adding accessorial charges as they occur can negatively impact their workflow. If a carrier can guarantee 90% success, we will allow for Key Accessorial charges to be logged during the invoice process. If a carrier wishes to log Key Accessorial charges as part of their invoicing process, they must inform the Flexport & Transmission Team ahead of time by email firstname.lastname@example.org of their intended process
- Exception Reporting: Goal = 90%. Exception Filing is the primary and preferred method of communication with the Flexport Ops Team (SCO). Any event that takes place during a shipments life cycle with a carrier should have a corresponding Exception Reported with that action (outside of Scheduling & Delivery events). Please review the Exception SOP for further details of the Exception Reporting process
- Trucker Update Percentage: Goal = 95%. Trucker Update Percentage is the number of updates made by the carrier vs. the number of updates made by Flexport Ops (SCO). To improve, carriers need to ensure milestones are being updated by the dispatch/CSR teams through Transmission Web, Driver through the Driver Mobile App, or via GPS/Integration
- Delivery and Scheduling Milestone: Goal = within 4 hours of event occurrence. All milestone events should be updated in Transmission within 4 hours of the event taking place. The milestones can be updated by the dispatch/CSR teams through Transmission Web, Driver through the Driver Mobile App, or via GPS/Integration
- On-Time Delivery: Goal = Actual Delivery Date equal to or prior to Scheduled Delivery Date. Transmission scheduled dates are expected to be accurate and up-to-date. On-time Delivery is determined by comparing the Actual date of the event to the scheduled date of the event
- On-Time Pickup: Goal = Actual Pickup Date equal to or prior to Scheduled Pickup Date. Transmission scheduled dates are expected to be accurate and up-to-date. On-time Pickup is determined by comparing the Actual date of the event to the scheduled date of the event
- Delivery Order Acceptance: Goal = within 24 hours (1 business day) of DO being sent to the carrier. Delivery Orders should be confirmed or rejected within 24 hours of the DO being sent to the carrier
- DNs should not be left in the “Request tab”. All DNs should be confirmed or rejected within the 24 hour window depending on the carriers ability to cover the shipment
- POD Uploads: Goal = 48 hours after Confirmation of Delivery. PODs should be uploaded into the Transmission platform within 48 hours of the delivery completing. PODs can be uploaded by the Dispatcher/CSR via Transmission Web or by the Driver upon delivery in the Driver Mobile App
Non-Graded Transmission SLAs
- Mobile Update Percentage: Goal = 90% within 1 hour. For carriers on our Driver Mobile app, GPS integration or fully integrated carriers, we encourage 90% of updates to be made within 1 hour.
- Messages Per Shipment: Goal = less than or equal to 6 messages. Message Per Shipment is tied to 'Carriers Using Exception Reporting'. The first step for any shipment issue is to file an Exception. Once an exception is filed - carriers are encouraged to reply to the exception and message in the exception thread