1) Purpose

To complement our engineering-led sourcing model with transparent communication, fast response, and durable fixes, keeping customer satisfaction at the highest level.

2) Scope

All steps from RFQ and quotation, sampling/production, quality assurance (FAT/PSI), packing & loading, shipment, delivery & installation, warranty, and after-sales support.

3) Core Principles

• Single point of contact: Every project has an assigned Account/Project Owner.

• Transparency: Milestones, delivery targets, and risks are shared in writing.

• Preventive quality: Detect issues before they reach the field (FAT/PSI, checklists).

• Confidentiality: All information and records follow our Privacy & Confidentiality Policyand NDA terms.

4) Service Levels (SLA)

First Reply: within 1 business day for RFQs/support/complaints.

Initial Assessment & Action Plan: within 3 business days (written).

Standard Case Resolution: 3–5 business days (spares dispatch 48–72h).

Damage/Non-Conformity (NCR) Response: 7–10 business days with a CAPA plan.

4.1 Priority Levels (target response)

• Critical (shipment/safety impacted):

First reply within 4h (business hours), temporary containment within 24h, corrective plan within 3 business days.

• High: First reply 1 business day, resolution 5–10 business days.

• Medium/Low: First reply 1 business day, resolution 10–15 business days.

Note: Activities requiring third-party scheduling (e.g., SGS/BV/Intertek) and site access are subject to availability and access.

5) Communication Channels

• Email: export@astrevaglobal.com

• Phone / WhatsApp: +90 (532) 578 86 77

• Web form: Contact / RFQ form

• File sharing: Secure link or portal (on request)

6) Complaint & Feedback Process

1. Ticketing: Your submission is logged with a reference number.

2. Acknowledgment: Written confirmation within 1 business day.

3. Triage: Priority level set (Critical/High/Medium/Low).

4. Containment: Temporary safety/logistics measures if needed.

5. Root Cause Analysis: 5 Why / Fishbone methodology.

6. CAPA: Corrective & preventive actions with ETA.

7. Closure: Written confirmation and CSAT check.

7) Metrics & Targets (KPIs)

• CSAT: target ≥ 4.5/5

• NPS: measured quarterly

• OTD (On-Time Delivery): target ≥ 95%

• NCR (ppm): quarterly reduction objective

• First-Pass FAT: target ≥ 90%

KPIs are reviewed periodically; improvement actions are published internally.

8) Third-Party Inspections (Optional)

On request, we arrange PSI and CLS via independent bodies (e.g., SGS, Bureau Veritas, Intertek). Reports are shared under NDA. Scope, fees, and scheduling are confirmed in writing.

9) Warranty & Spare Parts

Warranty conditions are defined in the quotation/contract. For approved cases, spares are targeted to dispatch within 48–72h (excluding stock, import/export, customs, or force-majeure constraints).

10) Privacy

All communications and records are handled per our Privacy & Confidentiality Policy and contractual confidentiality; public materials are anonymized/redacted where necessary.

11) Responsibilities

• Account/Project Owner: Overall coordination and communication.

• QC Lead: FAT/PSI execution, checklists, and non-conformity management.

• After-Sales: Warranty, spares, and field support.