SLA - Expandly

Service Provision Levels 2025

Table Key
Included
Optional addition

Action	StartUp	Business	Enterprise	Expander
Management Fee	£75 / €90	£125 / €180	£250 / €300	£500 / €600
Multi Warehouse
Vendor Central Management
B2C Fulfilment	<200/month	<1000/month	<3000/month	3000+
Seller Fulfilled PRIME
Telephone Support	4.99/call
Key Account Manager
Senior Ecomm Act Manager
Prioritised Mail Support
Amazon Account Support
Free Ecommerce Account Health Check
Batch Management
Fifo requirements
Organic
DG lithium ion
Medical Equipment
Responsible Person
Shipping Management
Custom Clearance
Gift Wrap
Flyers
Samples
FBA Prep
WHM User Account	2	6	Unlimited	Unlimited
Reworks
Additional Product set up on WHMS
Creation of product bundles
Inbounding of goods usually in 48 hours

Action	StartUp	Business	Enterprise	Expander
Average Process Timeframe	4-6 Days	3-4 Days	2-3 Days	24-48 hrs
Goods In Process Time (with ASN)	<48 hrs	<24hrs	<24hrs	Same Day B4 15:00
Returns Process Time	3-5 days	2-3 days	1-2 days	Same Day B4 15:00
B2C Orders	14:00 Monday – Friday	16:00 Monday – Friday	16:00 Monday – Friday	16:00 6 days per week for PRIME
B2B Orders and Relabeling <2000 units	4-5 days	3-4 days	1-2 days	24 Hours
B2B Orders and Relabeling >2000 units	6 days	5 days	3 days	1-2 days
Phone Calls	6 calls per year then £5 per call	12 calls per year then £2.50 per call	12 calls per year	Weekly Calls
Ticket Reponses (UK business hours)	2 Hours Initial Low Priority	2 Hours Initial Medium Priority	2 Hours High Priority	2 Hours Top Priority
Onboard New Products to Mintsoft	£5 per SKU	£2.50 per SKU	Included	included
Onboard New OMP to Mintsoft	£75	£25	Included	Included
Bundle Creations	£10/bundle	£3/bundle	Included	Included
24hour critical order expedite	£250/order	£100 per order	£75 per order	Included
Mintsoft User Accounts	Mintsoft User Accounts	6 (then £25 each)	Unlimited	Unlimited
NO ASN PENALTY CHARGE	£100	£75	£50	£50
NO ASN Storage Charge (pppd)	£10	£7.50	£5	£1.36