> ## 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. # Pre-10:30 Service Promise, Interlink Express > % of Pre-10:30 consignments delivered before 10:30am - the contracted Interlink premium-service promise. Customers paid uplift; misses doubl... How to read... **Metrics type:** [Key Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Shipping & Courier](/nerve-centre/connectors#connectors-by-type) > % of Pre-10:30 consignments delivered before 10:30am - the contracted Interlink premium-service promise. Customers paid uplift; misses double-hurt. ## At a glance > Share of Interlink Pre-10:30 consignments delivered to the recipient before 10:30am on the next working day. Pre-10:30 is Interlink's most-time-definite contracted tier: corporate-IT, B2B reseller, healthcare, professional-services customers pay the uplift specifically because their staff need stock before 10:30 starts. Misses double-hurt: the customer paid the premium, and contract penalties on care-home / healthcare accounts add another layer of cost. Interlink's published Pre-10:30 SLA is approximately 98%. | | | | --------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(shipments WHERE service_code IN ('Pre10:30','PRE1030') AND actual_delivery_datetime <= promised_10_30) / COUNT(shipments WHERE service_code IN ('Pre10:30','PRE1030') AND status = 'DELIVERED')` over rolling 30 days. | | **Service code scope** | Pre-10:30 only. The `only_when` filter excludes Pre12, Next-Day, 2-Day, Saturday. | | **Delivery success criterion** | Driver POD scan or signature-on-glass at the recipient before 10:30 local time. Carded "Sorry we missed you" before 10:30 with subsequent same-day delivery is *not* on-time even if the parcel arrives at 11:30 (the contract is the 10:30 cutoff, not "delivered same day"). | | **On-time threshold** | 10:30 sharp on the next working day. No grace period. A driver scan at 10:31 is late. | | **Returns / RTO** | RTOs excluded. Failed-and-redelivered consignments score against the *first* successful POD; same-day late delivery (11:00, 12:00, etc.) is late. | | **Money-back-on-late** | Pre-10:30 service-failure refund returns the carriage charge plus the Pre-10:30 uplift fee (typically £6 to £10 of carriage premium on top of the £6 to £10 base). Filing window 14 days from failed POD. The merchant typically recovers £14 to £20 per refunded consignment, vs £6 to £10 on Next-Day. | | **B2B contract penalty exposure** | Care-home, clinic, hospital pharmacy, and corporate-IT contracts often include explicit penalties for missed pre-shift deliveries: typical £25 to £100 per missed consignment. The card surfaces the carrier-side miss; B2B contract penalty exposure is a finance-team responsibility tracked separately. | | **B2B vs B2C** | Pre-10:30 is overwhelmingly B2B; consumer DTC rarely buys it. The cohort is predictable corporate-address with named-recipient sign-off. | | **Currency** | N/A (rate metric) | | **Time window** | `30D` | | **Alert trigger** | `<98%`. Interlink's published Pre-10:30 SLA is approximately 98%; missing it is a contractual signal. The threshold is the conversation-trigger, not the panic threshold. | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Interlink Express data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example A UK pharmaceutical distributor: care-home and clinic accounts. Pre-10:30 is the contract carrier for medication that must be on shelf before staff start morning rounds (07:00 to 09:00 typical shift start; merchant ships afternoon prior, Interlink delivers Pre-10:30 the next working day). Reading taken at 09:00 GMT on 22 Mar 26 for the trailing 30 days (20 Feb 26 to 21 Mar 26). | Metric | Value | | ---------------------------------------------- | --------- | | Pre-10:30 consignments | 1,140 | | Delivered before 10:30 | 1,117 | | **Pre-10:30 SLA** | **98.0%** | | Misses (10:31+) | 23 | | Of misses: same-day late (11:00 to end-of-day) | 19 | | Of misses: day-2 redelivery | 4 | The card reads **98.0%**, exactly on Interlink's published threshold and at the alert boundary. Five things to notice: 1. **Sitting on the threshold is the operative signal.** Twenty-three misses across 1,140 consignments is borderline; one bad week and the card trips. Watch the daily count, not the headline percentage. 2. **23 carrier-fault misses = \~£345 of recoverable carriage** (23 × £15 average Pre-10:30 carriage refund). File within Interlink's 14-day window. 3. **Contract penalty exposure on the 23 misses is real.** Care-home accounts typically penalise £25 to £100 per missed pre-shift delivery. At £50 average penalty, exposure is \~£1,150 of B2B-customer financial commitment on top of carriage refund. 4. **The 4 day-2 redeliveries are the worst cohort.** Care-home staff who needed medication at 07:30 are buying alternative supply locally and possibly cancelling the contract. Day-2 misses are not "small misses"; they are clean broken commitments. 5. **Compare against the same period last year.** If Pre-10:30 SLA was at 99.2% in March 25 and is at 98.0% now, the slip is the story. Most likely cause: a single underperforming Interlink depot in the merchant's customer geography. Pair with `int_route_otd` to identify; account-team conversation if a single-depot signal. ## Sibling cards merchants should reference together Pre-10:30 is the most-stringent Interlink contracted tier. Pair with these: | Card | Why pair it with Pre-10:30 SLA | What the combination tells you | | ----------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------- | | [On-Time Delivery Rate](/nerve-centre/kpi-cards/interlink-express/on-time-delivery-rate) | Aggregate. Pre-10:30 misses dominate the late-cost picture even on small volume. | If aggregate looks fine but Pre-10:30 dips, the contracted-premium tier is failing while the retail-tier carries the average. | | [Pre-12 Service Promise](/nerve-centre/kpi-cards/interlink-express/pre-12-service-promise) | Sister mid-tier B2B. Same network, looser deadline. | Pre-12 dips correlate with Pre-10:30 dips with a 12 to 24 hour lag (same network, different cutoff). | | [Late Shipments](/nerve-centre/kpi-cards/interlink-express/late-shipments) | Absolute count companion. | A 20+ Pre-10:30 miss week is a contract-penalty event week. | | [Open Claims](/nerve-centre/kpi-cards/interlink-express/open-claims) | Each Pre-10:30 miss is a service-failure-refund candidate at £14 to £20 recovery. | Filing rate vs miss rate = recovery efficiency. | | [OTD by Route](/nerve-centre/kpi-cards/interlink-express/otd-by-route) | Single-depot underperformance is the most common cause of Pre-10:30 dips. | A one-route drop is an account-team conversation. | | [Avg Shipping Cost](/nerve-centre/kpi-cards/interlink-express/avg-shipping-cost) | Pre-10:30 is the most expensive Interlink tier. Cost up + Pre-10:30 SLA flat-or-down = renegotiate. | Spend-to-service ratio on the highest-value cohort. | | [Interlink OTD by Sales Channel](/nerve-centre/kpi-cards/interlink-express/interlink-otd-by-sales-channel) | Pre-10:30 typically clusters in B2B reseller / corporate channels. | Channel split confirms which B2B accounts are most exposed. | | Cross-connector: [`shopify.fulfillment_lead_time`](/nerve-centre/shopify/fulfillment_lead_time) | Upstream causation. Late dispatch the night before cannot make Pre-10:30 collection cutoff. | Pre-10:30 demands the tightest dispatch discipline of any service. | | Cross-connector: [`apc.apc_pre10_30_sla`](/nerve-centre/apc/apc_pre10_30_sla) | Peer UK premium overnight Pre-10:30. APC's competing service. | Multi-carrier merchants run both for B2B; benchmark week-by-week. | | Cross-connector: [`parcelforce.par_otd_rate`](/nerve-centre/kpi-cards/parcelforce/on-time-delivery-rate) plus Express9 cohort | Parcelforce's Express9 (09:00 promise) is a tighter cohort than Pre-10:30. | If running both for B2B, Express9 is for 9am-shift accounts and Pre-10:30 for 10:30-shift accounts. | ## Reconciling against the vendor's own dashboard **Where to look in Interlink Express's own dashboard:** [Interlink Express MyDPD Business](https://www.interlinkexpress.com/) → **Reports → Service Performance → Filter Service: Pre-10:30**. The closest like-for-like is the **Pre-10:30 SLA tile**. **Why our number may legitimately differ from Interlink's portal:** | Reason | Direction | Why | | ------------------------------- | ------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Time zone** | Boundary | UK local time on both sides. DST-transition Sundays cause minor noise. | | **Working-day calendar** | Either | Interlink excludes UK Bank Holidays. Card uses same calendar. Scottish-only or NI-only bank holiday edge-cases may cause off-by-one. | | **Refund-eligible vs all-late** | Ours lower | Interlink's account-team often quote Pre-10:30 SLA performance excluding customer-fault. The card includes all delivered Pre-10:30 regardless of fault. | | **In-transit Pre-10:30** | Ours rolling | Consignments without final POD excluded until scan lands. | **Cross-connector reconciliation:** | Card | Expected relationship | What causes legitimate divergence | | ------------------------------------------------------------------------------ | --------------------------------------------------------- | ------------------------------------------ | | [`shopify.fulfillment_lead_time`](/nerve-centre/shopify/fulfillment_lead_time) | Upstream. Pre-10:30 demands tightest dispatch discipline. | Manual-override workflows. | | [`apc.apc_pre10_30_sla`](/nerve-centre/apc/apc_pre10_30_sla) | Peer Pre-10:30. | Different consignments, different network. | ## Known limitations / merchant FAQs **Why is the alert at \<98% specifically?** Interlink's published Pre-10:30 SLA is approximately 98%. The threshold matches the contract. Below 98% means you are receiving below-average service for the premium-tier carriage. It is the conversation-trigger, not the panic threshold. A merchant at 96% does not lose Interlink as a carrier; they start a justified service-level conversation. **A consignment was delivered at 10:31; is it really late?** By contract, yes. Pre-10:30 means by 10:30, not "around 10:30". Drivers know this; one-minute-late deliveries are typically dispatcher-side, network-side, or recipient-access-side issues. Almost always recoverable through an account-team conversation if a depot signal emerges. **Care-home contract penalties: how do we calculate?** Per-account contract terms vary. Reasonable rough estimate: care-home accounts £25 to £100 per missed Pre-10:30; clinic / hospital pharmacy accounts £30 to £80; corporate-IT accounts £15 to £40. Multiply Pre-10:30 miss count by your average account-tier penalty rate; track on a finance-team spreadsheet alongside this card. Any week with Pre-10:30 miss count above 15 is a finance-and-ops escalation. **Pre-10:30 vs Express9 (Parcelforce): which is the right product?** Different cutoffs: Pre-10:30 is 10:30am, Express9 is 09:00am. Express9 is for 09:00-shift-start accounts (food prep, healthcare, factory-line stocking); Pre-10:30 is for 10:30-shift-start accounts (corporate office, retail-floor, clinic open). Most B2B merchants run one or the other based on customer cohort; some run both with Pre-10:30 as the default and Express9 for highest-criticality accounts. **Why does Interlink show "delivered on time" but the customer says it was late?** Recipient access constraints. Pre-10:30 to a corporate building with 09:30 reception opening means Interlink can attempt at 09:00 but be turned away until 09:30; the parcel scans on-time only if the second attempt happens before 10:30. If reception opens at 10:30 sharp and Interlink arrives at 10:31, technically the carrier was on-time-attempt; reality is the customer received it at 10:35. **B2B reseller channel uses Pre-10:30; should we move to Pre-12 to save cost?** Cost-benefit. Pre-10:30 base is £14 to £20; Pre-12 is £10 to £14. Saving £4 to £6 per consignment matters at volume. The right question is "does the customer's shift start matter for delivery before 12:00 vs 10:30?". Care-home / clinic = no, must keep Pre-10:30. Corporate-IT = often yes, can move to Pre-12. Survey customer cohort before changing. **The card flagged a single bad day; was that worth the alert?** Yes if it broke the alert threshold. Pre-10:30 SLA is calculated on rolling 30 days, so a single bad day must be very bad to swing the headline by 1 to 2 points. A genuine bad day is structural (network outage, depot strike, weather event) and the recovery path is to communicate with the customer cohort and file claims promptly. **During Q4 peak, Pre-10:30 SLA typically dips 2 to 4 points; is that allowed?** Allowed in the sense the network is universally strained; not allowed in the sense customers paid the premium specifically to avoid Q4 chaos. The conversation should focus on negotiated peak-capacity (some merchants pay a peak-period premium for guaranteed Pre-10:30 capacity); set checkout expectations accordingly during October-December for B2B accounts. **How do we use this card to renegotiate?** Bring three cards to the Interlink account-team review: this card (Pre-10:30 SLA performance), `int_avg_shipping_cost` (per-shipment economics), and `int_open_claims` (filing rate showing operational discipline). A merchant running >£3K monthly Interlink Pre-10:30 spend with documented sub-98% performance over 60+ days has the strongest negotiation position; expect 5 to 12% rate-card improvement plus service-recovery commitments. **Compared to Pre-12, why is the threshold tighter?** The contract is tighter. Pre-12 customers tolerate 11:55 (90 to 95 minutes of slack vs Pre-10:30's near-zero slack). The whole point of Pre-10:30 is the bright-line cutoff; allowing tolerance defeats the contract. *** ### Tracked live in Vortex IQ Nerve Centre *Pre-10:30 Service Promise* is one of hundreds of KPI pulses Vortex IQ tracks across Interlink Express and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.