SERVICE LEVEL AGREEMENT
Turnaround You Can Trust
Our average file response time is 19 minutes during business hours. Here's exactly what to expect.
19 min
Average response
99.6%
On-time delivery
12 hrs
Daily coverage
Turnaround by file type
File typeTarget turnaroundPriority
Stage 1 (Standard)
15 – 30 minStandardStage 2
20 – 30 minStandardStage 3
30 – 90 minStandardDPF / EGR / AdBlue Off
15 – 30 minStandardDTC Removal
15 – 30 minStandardPop & Bang / Launch / VMAX
15 – 30 minStandardGearbox / TCU Tuning
15 – 60 minStandardHardware Repair Files
15 – 30 minStandardCustom Calibration
2 – 4 hoursBespokeTimes measured from order receipt during business hours. Outside hours, your file enters the queue for next-day priority.
Business hours
UK time (GMT/BST). Files received outside these hours are queued and prioritised at opening.
- Mon – Fri8:00 – 21:00 BST
- Saturday10:00 – 18:00
- SundayEmergency only
Escalation policy
If your file exceeds the SLA target:
- 1. Auto-flagged in our queue at 1.5× target.
- 2. Senior calibrator review & direct WhatsApp update.
- 3. Credit refund for any file delivered over 2× target.
Our promises
Free revisions
Unlimited revisions on every file, forever. If it's not right, we fix it.
Original kept safe
Stock file backed up automatically. Reverse to standard any time.
Real human support
Direct WhatsApp line to the calibrator who tuned your file. No tickets.
Need a file fast?
Upload through the portal or send via WhatsApp — we'll have it back to you within SLA.