Support Service Level Agreement
SellerLegend maintains a structured support framework with defined operating hours and response commitments.
Operating Schedule
The support team operates six days weekly, spanning Sunday 2:00 AM GMT through Saturday 2:00 AM GMT. This schedule excludes UK and Pakistan bank holidays. The team provides coverage across major time zones:
| Time Zone | Hours |
|---|---|
| GMT | Sunday 2:00 AM -- Saturday 2:00 AM |
| EST | Saturday 9:00 PM -- Friday 9:00 PM |
| PST | Saturday 6:00 PM -- Friday 6:00 PM |
| AEST | Sunday 1:00 PM -- Saturday 1:00 PM |
Response Commitments
SellerLegend commits to specific performance metrics:
- First Response: Within 24 hours for 95% of inquiries
- Median Response Time (April-July 2025): 8 minutes and 18 seconds
- Median Resolution Time (same period): 2 hours and 19 minutes
Contact Methods
Customers can reach support through:
- Email at [email protected]
- In-app support button enabling asynchronous communication with representatives
The company acknowledges response variations occur while prioritizing quality alongside speed across all requests.