SLA overview¶

The SLA section shows how well your 3PL is keeping its service-level commitments. It has four tabs, and each one scores a different kind of work against a target: shipping orders on time, shipping them without errors, answering brands in chat, and completing tasks. Use it to check how you're doing right now, find the warehouses, brands, and people that are slipping, and share a report.

Who can see SLA data

3PL Admins can always see the SLA section. Other people on your team can see it only after an admin adds them under Transparency Mode in SLA settings, and they only see figures for the brands they belong to. Changing SLA settings and targets is an admin task. See Choose who can see SLA data.

Overview¶

Fulfillment — the share of orders shipped on time. Each warehouse is judged either by hours since the order was ready or by a same-day cut-off.
Shipping Errors — the perfection rate: the share of shipped orders with no recorded shipping error.
Response — how quickly your team gives brands a meaningful first reply in chat. This tab is in beta.
Tasks — how quickly tasks are completed after they're created, in business hours.
All four tabs share the same period buttons, filters, saved views, trend and streak, Pax insight cards, and PDF report.

Screenshot: The SLA section, Fulfillment tab. (pending capture)

Open the SLA section¶

Select SLA in the navigation. On mobile, open it from the footer navigation. SLA only appears if you have access to SLA data.
The section opens on the Fulfillment tab. Use the tabs at the top to switch to Shipping Errors, Response, or Tasks.

SLA used to be a tab inside Insights. Old links to that tab now open the SLA section.

What each tab measures¶

Tab	Headline figure	What counts as a miss	Where the target is set
Fulfillment	On-time shipping %	An order with any item shipped late, or still unshipped after its deadline	Settings → SLA: each warehouse's on-time rule, plus the on-time target % for the workspace and for individual brands
Shipping Errors	Perfection rate %	A shipped order with a recorded shipping error, whether or not it's resolved	Settings → SLA: the perfection-rate target, per warehouse
Response	Median first response, and % of asks answered within 60 minutes	A brand ask answered after 60 business minutes, or never answered	The 60-minute target is fixed. Operating hours are set in Settings → SLA.
Tasks	Median completion, and % of tasks done within target	A task finished after the target, or still open once the target has passed	Settings → SLA: the task completion target, in business hours

Every tab measures time in business hours. The clock only runs while you're open, so nights, closed days, and holidays don't count against you. Fulfillment uses each warehouse's own hours. Response and Tasks use your workspace-default operating hours. See SLA settings.

Pick a period¶

Each tab has the same Period buttons:

24h — the last 24 hours, ending now. Every tab opens on this period.
7 days and 30 days — the last 7 or 30 days.
Custom — a date range you pick. Selecting Custom shows the date picker; the figures change once you choose a range.

The period also changes what the top row of the tab shows:

On 24h, you see the headline gauges and Pax cards about what to act on today.
On 7 days, 30 days, or a custom range, you see the headline gauges, a daily trend chart, and an SLA Streak tile.

Filter by warehouse and brand¶

Use the Warehouse and Brand dropdowns to narrow a tab. You can pick more than one of each, or leave them on All warehouses and All brands to see everything. Response and Tasks only have a Brand filter, because chat and tasks aren't tied to a warehouse.

On Fulfillment and Shipping Errors, you can also select a row in the Warehouses table to narrow the page to that warehouse.

If the filters leave nothing to show, the tab says so and offers Clear filters.

Save a view¶

A view saves a set of filters as its own tab, next to All.

Select + (New view) at the end of the tabs above the page.
Name the view and choose its filters: warehouses and brands on Fulfillment and Shipping Errors, brands on Response and Tasks.
Save the view. It appears as a new tab.

The filter dropdowns only show on the All tab. To change a view's filters, open its tab and select the edit (pencil) button. Each SLA tab keeps its own views, so a view you save on Fulfillment doesn't appear on Shipping Errors.

Read the trend and streak¶

On 7 days, 30 days, or a custom range:

The trend chart plots the tab's daily rate against its target line. Its title counts the days plotted, for example 5-day trend.
Days you're closed are left out of the chart: days outside your operating days, and holidays you've set. A note under the chart says how many days were left out. The totals elsewhere on the tab still count everything.
If you've filtered the page, the note may also say Trend covers all warehouses & brands. That means the trend line isn't narrowed by your filters the way the tables are.
SLA Streak is the number of days in a row, up to the most recent, that met the goal. On Shipping Errors, it counts error-free days. Closed days and days with nothing to measure don't break a streak. A ≥ in front of the number means the run reaches back to the start of the period, so the real streak may be longer.

Act on Pax cards¶

On the 24h period, Pax cards sit beside the gauges and point at what to do next. Examples are orders that must ship today, brands with unanswered asks, and overdue tasks. Each card has a button that opens the orders, errors, conversations, or tasks behind it. If there are more cards than fit, use the arrows under them to page through. When there's nothing to act on, Pax says so, for example All caught up.

Download a PDF report¶

Select the share button (Download shareable PDF report) in a tab's toolbar. It downloads a PDF of what's on screen for the period and filters you've chosen: the headline figures, the tables, and, on 7-day, 30-day, and custom periods, the trend. Each tab has its own report, for example On-time shipping report on Fulfillment.

The toolbar also has a gear button that opens SLA settings. On Fulfillment, a ? button opens How order SLA is calculated.

Common questions¶

Who can see the SLA section? 3PL Admins always can. Anyone else on your team can see it after an admin adds them under Transparency Mode in Settings → SLA, and they only see figures for the brands they belong to.

Why does an SLA tab look different on 24h than on 7 or 30 days? The 24h period is for acting today, so it shows Pax cards about current work. The longer periods are for looking back, so they show a daily trend and your SLA streak instead.

Do nights and weekends count against our SLA? No. SLA time only runs during your operating hours, so nights, closed days, and holidays don't count. Admins set operating hours and holidays in SLA settings.

Why are some days missing from the SLA trend? Days outside your operating days, and holidays you've set, are left out of the trend and don't break a streak. The note under the chart says how many days were left out. The totals still count them.

How do I share SLA results? Select the share button on any SLA tab. It downloads a PDF report for the period and filters you're looking at.

Where did the SLA tab in Insights go? SLA is now its own section in the navigation. Old links to the Insights SLA tab open it.