What service levels does SMIALA commit to — and what protects your supply chain?
A transloading terminal is a critical node in a polymer supply chain. A delay at SMIALA means a factory waits for material. A documentation error at SMIALA means a factory’s incoming goods team cannot confirm a batch. Understanding exactly what SMIALA commits to — and what procedures activate when something goes wrong — is the foundation of a reliable logistics partnership.
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SMIALA’s standard SLA is 24–48 business hours from container arrival to loaded silo trailer for pre-scheduled shipments. Documentation is issued within 1 hour of loading completion. Non-conformances — weight discrepancies, damaged big-bags, contamination risks — trigger immediate batch segregation and client notification within 1 business hour. The ISO 9001:2015 framework ensures these commitments are measured and documented, not just stated.
Turnaround time
| Service | Standard SLA | Express (on request) |
|---|---|---|
| Container to silo trailer | 24–48 business hours | Same-day (container before 14:00) |
| Warehoused stock to trailer | 2–4 hours from order | 1 hour with advance notice |
| Documentation issue | Within 1 hour of loading | With loading completion |
| Revised documentation | Within 4 business hours | — |
| Quote response | Within 2 business hours | Immediate by phone |
Turnaround times assume: pre-scheduled booking with CMR received 24 h before, container arriving within the agreed time window, no non-conformances requiring quarantine.
Capacity guarantee
SMIALA’s standard capacity is 200 tonnes per day. For framework agreement clients, capacity is reserved in advance — the agreed weekly or daily allocation is not available to other clients without your consent.
For spot orders (no framework agreement), loading slots are allocated first-come-first-served. Booking 48 hours in advance reliably secures a slot. Same-day or next-day slots may be available depending on the schedule — call to check.
Documentation accuracy and correction
Every transloading protocol is checked by the operator before release:
- Weight totals reconciled between individual big-bag weights and truck scale
- Batch numbers verified against intake record
- CMR reference cross-checked against booking record
Target: 99%+ accuracy on all document fields. Measured quarterly under ISO 9001:2015.
If a documentation error is identified after dispatch — for example, the client’s incoming goods team finds a discrepancy between the protocol and the CoA batch number — SMIALA issues a corrected document within 4 business hours. A written explanation of the error and corrective action taken accompanies the correction.
Non-conformance response
The ISO 9001:2015 non-conformance procedure activates when:
- A damaged big-bag with compromised discharge valve is identified during loading
- Weight discrepancy exceeds 0.5% versus the delivery note
- Visual evidence of moisture, contamination or foreign material
- CMR detail does not match the expected delivery
Response timeline:
- Immediate: Loading stops for the affected bags; bags moved to quarantine zone
- Within 1 business hour: Client notification by phone and email with preliminary description
- Within 4 business hours: Written non-conformance report with root cause assessment
- Within 24 hours: Corrective action plan confirmed and implemented
No non-conforming material proceeds to a silo trailer without explicit written authorisation from the client.
Communication protocol
During operating hours (Mon–Fri 06:00–20:00, Sat 07:00–15:00):
- Phone: answered directly; no voicemail queue
- Email: 2-business-hour response
- Operational updates (container arrival confirmed, loading started, trailer departed) sent proactively by email
Outside operating hours:
- Duty phone: +48 664 135 005 — escalation to on-call manager for urgent issues
- No regular email monitoring; urgent matters by phone
Framework agreement service levels
For clients with a framework agreement, SMIALA commits to additional SLA elements:
- Reserved capacity: agreed weekly tonnage guaranteed; not released to spot clients
- Dedicated warehouse zone: your material’s zone is labelled and maintained; no other goods placed adjacent without separation
- Regular reporting: monthly transloading summary (volumes, dates, documentation reference list) sent by email
- Quarterly review: phone or on-site meeting to review volumes, service performance and upcoming requirements
- Priority issue escalation: direct contact to SMIALA operations manager (not general inbox)
Framework agreements are documented and signed by both parties. They reference the ISO 9001:2015 quality management framework and specify the agreed SLA parameters.
Relationship with PHS Magnum transport SLA
SMIALA is the terminal operation of the PHS Magnum group. When PHS Magnum silo trailers carry your material from SMIALA to the factory, the transport SLA is part of the same service relationship. Transport commitments (delivery window, CMR accuracy, trailer cleaning) are aligned with the terminal SLA and documented under the same ISO 9001:2015 quality framework.
For clients arranging their own transport: the SMIALA terminal SLA covers the terminal operation only. Transport SLAs are between the client and their chosen carrier.
Discuss your requirements
Call: +48 664 135 005 (Mon–Fri 06:00–20:00, Sat 07:00–15:00)
Email: biuro@magnumchorula.pl
Related: How to request a quote · ISO 9001:2015 certification · Terminal specifications · PHS Magnum transport fleet
