What is your turnaround speed for requests? Do you have a SLA?

While we don't have an explicit Service Level Agreement (SLA), we do have an internal self-imposed SLA that we adhere to:

Incoming mail is processed and available within 1 business day or the  same day of receipt. This means if mail comes in on Monday, you get it Monday or Tuesday depending on the time the mail is delivered to us. If mail arrives in the morning, it's usually available by the end of the day.  If mail arrives late in the afternoon, then it's usually available the following business day. 
For mail-page scanning requests, our current processing time is normally less than six business hours. If you submit your request before 3pm location local time, it is usually processed that same day. Anything submitted after 3pm will be processed the following business morning.
For shipment upgrades to UPS or FedEx, shipping requests must be placed before 2pm in order for us to mail it out the same day.  This is because we have set scheduled pickup times with couriers.
Mail and package forwarding requests are usually processed within six business hours. If forwarding requests are received before 3pm, items are mailed out the same day. Otherwise, mail will be shipped out the following business day.

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