How Jetpack Care Works

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What is Jetpack Care?

Jetpack Care is our support philosophy brought to life. Instead of treating support as a cost center where the goal is to close tickets quickly, we’ve built a team of account managers who act as extensions of your operations team. When you partner with Jetpack, you’re assigned a dedicated account manager who learns your business, understands your fulfillment preferences, and becomes your go-to resource for everything from routine questions to complex problem-solving. The result? Faster resolutions, fewer surprises, and the confidence that someone is always watching your operations with the same attention you would.

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Your Dedicated Slack Channel

Every Jetpack client gets a private Slack channel shared with their account manager and the broader Jetpack Care team. This is where the magic happens. Why Slack?

• Near real-time communication during business hours (9am-5pm EST)
• Full conversation history so context is never lost
• Easy collaboration when you need to loop in teammates
• Direct access to the people who can actually solve your problem—no middlemen

What happens in your Slack channel:

• Questions about inventory levels, order status, claims, or shipping timelines
• Requests for special handling, custom packaging, or unique order instructions
• Troubleshooting integration issues or syncing problems
• Proactive updates from us about potential delays, inventory concerns, or optimization opportunities
• Strategic conversations about expanding to new fulfillment centers or adjusting your distribution strategy

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Proactive Monitoring, Not Reactive Support

Here’s what sets Jetpack apart: we don’t wait for you to notice problems. Our team actively monitors your fulfillment operations and reaches out when we spot potential issues. You’ll hear from us proactively when:

• Inventory for a key SKU is running low and may need replenishment soon
• An inbound shipment is delayed and might affect your stock availability
• Order volume is surging and we want to confirm we’re prepared for the spike
• A carrier is experiencing delays in a region where you ship frequently
• Product dimensions or weights seem off and could be causing higher shipping costs
• Integration syncing shows irregularities that might need attention

Real-world example: Instead of you noticing stockouts after they’ve already caused lost sales, your Jetpack Care manager messages you three days beforehand: “Hey, your bestselling SKU is down to 50 units with current velocity. Want to expedite a replenishment shipment?” That’s the kind of partnership approach you can expect.

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No Escalation Needed

One of the most frustrating parts of traditional 3PL support is the endless escalation process. You contact Tier 1 support, who can’t help, so they escalate to Tier 2, who then escalates to operations, and maybe—eventually—you get an answer. At Jetpack, there are no tiers. Your account manager has direct access to warehouse operations, the tech team, and leadership. If they don’t immediately know the answer, they find out and get back to you quickly. Most questions are resolved in minutes or hours, not days. This eliminates:

• Repeating your issue to multiple people
• Waiting for “escalations” to work through the queue
• Getting generic responses from people who don’t know your account
• Losing context as your issue bounces between teams

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Beyond the Slack Channel

While Slack is the primary communication hub, Jetpack Care is also available through: Phone Support Call your dedicated account manager directly during business hours for urgent matters or when a conversation works better than typing. Email Support Prefer email? No problem. Your account manager monitors email closely and typically responds within hours during business hours.

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What Jetpack Care Handles

Your account manager and the Jetpack Care team can help with virtually anything related to your fulfillment operations:

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What Makes This Sustainable?

You might be wondering: how does Jetpack provide this level of support without burning out the team or charging premium rates? The answer: efficiency through relationships. When your account manager knows your business deeply—your bestselling SKUs, your busiest seasons, your packaging preferences, your typical order volumes—they solve problems faster. They don’t need to dig through account notes or ask clarifying questions every time you reach out. It’s also proactive. By catching issues early (before they escalate into emergencies), we spend less time firefighting and more time optimizing. A quick Slack message about low inventory prevents a frantic “we’re out of stock!” crisis later. And it’s part of our positioning. Jetpack isn’t competing to be the cheapest 3PL. We’re built for brands that value operational excellence and want a fulfillment partner, not just a warehouse vendor. The clients we work with understand that great support isn’t an expense—it’s an investment in smoother operations and happier customers.

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How This Compares to Typical 3PL Support

Let’s be honest about how most 3PLs handle support: Traditional 3PL Support:

• Submit a ticket through a portal
• Wait 24-48 hours for initial response
• Get assigned to a general support rep who doesn’t know your account
• Wait for escalation if the issue is complex
• Repeat your problem multiple times as it bounces between departments
• Maybe get resolution after several days

Jetpack Care:

• Send a Slack message to your dedicated channel
• Get a response within minutes or hours (during business hours)
• Talk directly to someone who knows your business
• Get answers or updates quickly with no escalation delays
• Often, we’ll message you about potential issues before you even notice them

The difference isn’t subtle. It fundamentally changes how you experience fulfillment.

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Real Fulfillment Runs 24/7

While Jetpack Care support hours are Monday-Friday, 9am-5pm EST, your fulfillment operations never stop. Here’s what continues around the clock:

• Order processing – Orders flow in from integrations and begin fulfillment automatically
• Picking and packing – Warehouse operations run shifts to pick, pack, and ship orders continuously
• Claims processing – Damage and loss claims are processed 24/7 to minimize delays
• Tracking updates – Shipment tracking syncs in real-time as carriers update delivery status

So even when your account manager isn’t online, your business keeps moving. When they return, they’ll proactively check for anything that needs attention.

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Getting the Most Out of Jetpack Care

Here’s how to maximize your relationship with your Jetpack Care team: 1. Use Slack as your default The faster we can communicate, the faster we can solve problems. Slack keeps everything in one place with full context. 2. Be proactive, not reactive Planning a big sale? Expecting a surge in orders? Let us know ahead of time so we can ensure inventory and staffing are ready. 3. Ask strategic questions Your account manager isn’t just for troubleshooting. Use them as a sounding board for expansion plans, new fulfillment strategies, or cost optimization ideas. 4. Give feedback If something isn’t working the way you expected, tell us. We refine processes constantly based on client feedback. 5. Loop in your team Invite your ops, marketing, or ecommerce teammates to your Slack channel so everyone has visibility and can collaborate.

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