Maison Blanc
Emergency SLA & Response
10PM. Guest arrival at 7AM. Linen not back.
Here is exactly what happens.
2H
Emergency pickup
7AM
Delivery guarantee
24/7
Ops reachable
10×
Damage compensation
Written response, not best effort
| Trigger | Who responds | Response time | Resolution | Cost to you |
|---|---|---|---|---|
| Standard order late | Account Manager | 15 min of deadline breach | Reprocessed + delivered within 4h | ₹0 |
| Damage or loss at QC | Ops Manager | Photo + report within 1h | 10× per-item compensation auto-credited | ₹0 + compensation |
| Emergency same-day (before 10PM) | Ops Team | Pickup within 2h | Delivered within 12h — or next standard order free | Standard rate |
| Emergency same-day (10PM–2AM) | On-call ops | Pickup within 3h | Delivered by 7AM | Standard rate + ₹500 logistics |
| Portal outage | Account Manager | Direct WhatsApp | Status within 30 min, paper manifest if needed | ₹0 |