Service Level Schedules

Service Level Schedules are configured within Price Lists, which are then assigned to Accounts. Once assigned, all users (internal and external) associated with the Account will have access to the configured Service Levels.

Service Levels within a schedule control how pickup and delivery windows are calculated, including whether orders can be scheduled during:

• Off Hours

• Days Off / Weekends

• Holidays

When applicable, Extra Fees are automatically added to orders if the calculated window falls within these conditions.

Note: If pickup or delivery windows are manually modified by CSRs or Account users, Extra Fees will not be automatically applied. In these cases, fees must be added or removed manually.

Add a Service Level to a Schedule

1. Navigate to Service Levels.

2. Open and select a Service Level Schedule.

3. From the list, click on a Service Level to edit.

You will see additional configuration fields, including:

• Days of Operation

• Booking Constraints

Configure Hours of Operation

• Default hours apply to all selected days.

• To customize a specific day:

  • Enable the Override checkbox.

  • Enter:

    • Start time

    • End time

    • Order creation cutoff time

    • 
      

These fields are required when Override is selected.

Off-Hours Booking

• Default setting: Not Allowed

When set to Not Allowed:

• Orders will skip non-operating hours during window calculation.

When set to Allowed:

• Orders can be scheduled during off hours.

• Order cutoff time is ignored.

• An Off Hour Extra Fee is automatically applied.

If the window is later adjusted to fall within operating hours, the fee will be automatically removed.

Note: Manual changes to windows require manual fee adjustments.

Holiday Booking

• Default setting: Allowed

When set to Not Allowed:

• Orders will skip holidays and move to the next available day.

When set to Allowed:

• Orders can be scheduled on holidays.

• A Holiday Extra Fee is automatically applied if the calculated window falls on a holiday.

Note: Manual window changes require manual fee adjustments.

Ability to Set Pickup Window Information (v1.58+)

Overview

Previously, pickup and delivery times had to be the same. As of version 1.58, you can now configure different pickup and delivery windows while maintaining:

• The same hours of operation

• The same cutoff time

This enhancement provides greater flexibility without impacting existing configurations.

Set Different Pickup and Delivery Times

1. Go to Pricing > Service Levels.

2. Open a Service Level Schedule.

3. Select a Service Level (or create a new one).

4. In the Service Level details, locate the Pickup section (below Days of Operation and Delivery).

5. Configure one of the following:

   • IN (number of hours)

   • BY (specific time and day offset)

Selecting either option will automatically disable the Same As Delivery setting.

6. Click Save.

Validation Rules

• IN method: Pickup hours cannot exceed delivery hours.

• BY method: Pickup time/day offset cannot exceed delivery time/day offset.

• Combined IN and BY:

  • No automatic validation.

  • Pickup must always be less than or equal to Delivery.

  • If Pickup exceeds Delivery on an order, it will automatically adjust to match Delivery to allow saving.

Set Pickup to Same as Delivery

1. Navigate to Pricing > Service Levels.

2. Open a Service Level Schedule.

3. Select a Service Level.

4. In the Pickup section, select:

   • SAME AS DELIVERY'

5. 

6. Click Save.

Key Notes

• Extra Fees are only automatically applied during system-calculated window creation.

• Any manual adjustments require manual fee updates.

• Pickup and Delivery flexibility introduced in v1.58 does not impact existing Service Levels unless modified.