What are the standard support hours for ShipNetwork clients?

ShipNetwork offers responsive and reliable customer support during standard U.S. business hours, with extended availability during high-volume periods such as Q4, holiday promotions, and other peak fulfillment seasons. Our support schedule is strategically aligned with the operational rhythms of eCommerce businesses, ensuring that you have access to help when you need it most.

Typically, ShipNetwork’s standard support hours run Monday through Friday, 8:00 AM to 5:00 PM (local time per fulfillment center). During these hours, clients can contact our team via phone, email, or live chat through the ShipNetwork client portal. We aim to resolve inquiries as quickly as possible, with average first-response times well below industry benchmarks.

However, we recognize that eCommerce doesn’t pause after 5 PM and neither should critical logistics support. During peak seasons like Black Friday/Cyber Monday, the holiday shopping window, and promotional launches, we implement extended support hours and bolster our support staffing to ensure uninterrupted service. Additional resources, including after-hours escalation protocols, are activated to handle time-sensitive issues such as:

• Urgent shipping delays
• Inventory discrepancies
• System integration failures
• Carrier exception resolution

Clients with higher order volumes or enterprise-level SLAs may also receive access to priority queues and expanded support availability based on their contractual agreements. We understand that every minute counts during peak retail windows, so our support framework is built to flex with your needs.

To make support access even more efficient, ShipNetwork provides:

• A robust knowledge base and FAQ library
• Real-time ticketing system updates
• Dedicated account managers who serve as first-line escalation contacts
• Technical support resources for API and integration troubleshooting

Whether you're experiencing a carrier delay, need help with a warehouse workflow, or want to adjust your shipping rules, our team is available during working hours and beyond when demand requires it.

With ShipNetwork, you can be confident that your fulfillment partner is always within reach. Our support model is structured not only to respond to issues but to anticipate them, so your business keeps moving without delay.