> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Interlink Express audit profile, Vortex IQ

> What the Vortex IQ Interlink Express health audit checks: Interlink Express: Pre-10:30 SLA, Pre-12 Slot Promise & Cross-Channel Leak

**[Nerve Centre KPIs](/nerve-centre/kpi-cards/interlink-express) · [Audit Profile](/nerve-centre/kpi-cards/interlink-express/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/interlink-express/sentiment)**

Interlink Express is DPD's UK B2B brand (since rebranded to DPD Local in 2018 but accounts persist on the InterlinkExpressAccount table - 8 active merchants in the CloudHub corpus). Findings either cost a customer (Pre- 10:30 / Pre-12 SLA breach - the premium services customers explicitly paid uplift for) or burn cash (claim ageing, failed pickup). Cross-references commerce siblings via order\_ref; Jira via claim\_id.

## What this audit checks

### Authentication & access

* Username + Password + GEOAccountCode still issue valid tokens (no 401)
* Token cache hit-rate > 95% (re-auth churn signal)
* TelephoneNumber field on file matches account record
* Sandbox vs production base URL flagged correctly

### Premium-slot service promises

* Pre-10:30 OTD \< 98% rolling 30D (premium SLA breach)
* Pre-12 OTD \< 96% rolling 30D
* NextDay OTD \< 95% rolling 30D
* Saturday OTD \< 92% on services that support it
* First-attempt delivery rate \< 85%

### Exceptions, claims & failed pickups

* Exception rate > 3% rolling 30D
* Open claims unresolved > 7 days (CS coverage gap)
* Open claims unresolved > 14 days (abandoned cash)
* Failed pickup rate > 3%
* Refused-parcel rate > 1%

### Cost & service-mix economics

* Avg cost / shipment up >10% vs prior period
* Pre-10:30 uplift > 50% over standard NextDay (sustained)
* Pre-12 / Pre-10:30 service-share dropping >10pp WoW (de-spec signal)
* Claim value as % of Interlink revenue > 2% rolling 90D

### Cross-channel: revenue at risk (the kill-shot area)

* Cross-channel: late shipments joined to commerce\_sibling orders -> revenue at risk per channel
* Cross-channel: 3PL-vs-carrier delay attribution
* Cross-channel: open claims with no Jira tracker\_item -> CS coverage gap
* Cross-channel: late-delivery refund-propensity \* sibling.order.total
* Cross-channel: Pre-10:30 / Pre-12 customers who got slot misses -> proactive service-credit candidates

## Severity thresholds

| Signal                               | Warn | Critical |
| ------------------------------------ | ---- | -------- |
| `on_time_delivery_rate`              | 95   | 90       |
| `pre_1030_sla_pct`                   | 98   | 96       |
| `pre_12_sla_pct`                     | 96   | 92       |
| `first_attempt_delivery`             | 90   | 85       |
| `exception_rate`                     | 2    | 3        |
| `open_claims_age_days`               | 7    | 14       |
| `failed_pickup_rate_pct`             | 2    | 3        |
| `shipping_cost_per_order_change_pct` | 5    | 10       |
| `premium_uplift_pct`                 | 40   | 50       |
| `claim_value_pct_of_revenue`         | 1    | 2        |
| `auth_token_failures_24h`            | 1    | 5        |

## Data sources

* `GET TBD - pending CloudHub C# backend URL extraction` - Auth probe
* `GET TBD - pending CloudHub C# backend URL extraction` - Shipment list + status
* `GET TBD - pending CloudHub C# backend URL extraction` - Tracking events
* `GET TBD - pending CloudHub C# backend URL extraction` - Claims