SLA settings

Settings → SLA holds the rules that every SLA tab is measured against. Here you set when each warehouse's orders count as on time, the days and hours you're open, holidays, the targets for each tab, and who besides admins can see SLA data.

Admin only

SLA settings are for admins. The SLA tab in Settings only appears for 3PL Admins.

Overview

  • Choose each warehouse's on-time rule: hours since ready, or a same-day cut-off.
  • Set operating days, hours, a timezone, and holidays, so SLA time only runs while you're open.
  • Set targets: the on-time % for the workspace and for individual brands, the perfection rate for each warehouse, and the task completion time.
  • Choose whether wholesale and partly shipped orders stay off the at-risk list.
  • Use Transparency Mode to choose who besides admins can see SLA data.

Screenshot: The SLA settings page. (pending capture)

Open SLA settings

  1. Go to Settings and select the SLA tab. You can also select the gear button on any SLA tab.
  2. Under Warehouse, the first tab is the workspace default, followed by a tab for each of your warehouses.

The default tab's on-time rule and operating hours apply to every warehouse that doesn't have its own. Select a warehouse's tab to override them for that warehouse only. Holidays are always set per warehouse.

The on-time rule, threshold, cut-off, timezone, operating hours, and holidays save automatically as you change them. On a warehouse tab, Reset to default removes that warehouse's own settings so it uses the default again. The targets have their own Save buttons.

Set the on-time rule

The on-time rule decides when an order counts as shipped on time on the Fulfillment tab.

  1. Select the default tab or a warehouse's tab.
  2. Under On-time rule, choose Hours since ready or Same-day cut-off.
  3. For Hours since ready, enter the On-time threshold (open hours). Orders are on time if they ship within this many open hours of becoming ready. Leave it blank to use the default, which is 6 hours unless you've set another.
  4. For Same-day cut-off, enter the Same-day cut-off time, in the warehouse's local time. Orders ready before this time must ship the same open day. Orders ready at or after it must ship by the end of the next open day.
  5. Choose the Timezone. Opening and closing times and the cut-off are read in this timezone.

With a same-day cut-off, the time of day an order ships doesn't matter, only the day. An order that becomes ready exactly at the cut-off time, or on a closed day, is due by the end of the next open day.

Set operating days and hours

Under Operating days & hours, switch each day on or off and set the opening and closing times for each open day. SLA time only runs during these hours.

  • On the default tab, these are the hours the Response and Tasks tabs use. Warehouses without their own hours use them too. A brand message that arrives on a closed day doesn't start counting until you next open.
  • On a warehouse tab, set the days that warehouse ships and its hours on those days.

Days you're closed are also left out of the SLA trend charts and don't break a streak.

Add holidays

Holidays are set per warehouse, so select a warehouse's tab first.

  1. Under Holidays, pick the date and, optionally, enter a label such as "Christmas".
  2. Select Add.

SLA time doesn't run on a holiday. To remove one, select the × beside it.

Set targets

Each target has its own card and Save button:

  • On-time target — the on-time % goal on the Fulfillment gauge. It applies to the whole workspace, and every brand is measured against it unless you give that brand its own target. The default is 95%.
  • On-time target — per brand — pick a Brand, enter its On-time target (%), and select Save. Brands you don't set here use the workspace target, so you can have one target for everyone, a target for each brand, or a mix. Reset to default puts a brand back on the workspace target.
  • Shipping-error target — perfection rate — the goal for the share of shipped orders with no recorded shipping error, shown on the Shipping Errors gauge. It follows the warehouse tab you've selected: set the default on the default tab, or select a warehouse's tab to give it its own target. The default is 99%. Resolved errors still count against the rate.
  • Task completion target — how many business hours the team has to complete a task after it's created, for the Tasks tab. It applies to the whole workspace, and open tasks past it count as overdue. The default is 48 business hours.

Leave orders out of the at-risk list

The At-risk & escalation card chooses which orders stay off the Fulfillment tab's at-risk list — the Pax cards and the Ship-today risk panel. Orders left out are hidden there and are never escalated. Your on-time % is not affected. These switches apply to the whole workspace, whichever warehouse tab you have selected.

  • Exclude wholesale orders — orders your WMS marks as wholesale (B2B).
  • Exclude partly shipped orders — open orders with at least one line already shipped.

Both are on unless you turn them off, and each change saves as soon as you make it. See Fulfillment SLA.

Choose who can see SLA data

Transparency Mode — who can see SLA data controls who besides admins can open the SLA section. You and other admins always have access. People you add can see the SLA tabs and each order's Allocation Timeline, for the brands they belong to.

  1. Under Transparency Mode, select Add users.
  2. In Add users with SLA access, filter by Role or Brand, or search by name or email.
  3. Select the people to add. To add everyone who matches your filters, select Select all.
  4. Select Add.

Each person with access appears as a chip. To remove someone's access, select the remove control on their chip.

Tips

  • Set the default tab first, then add a warehouse tab only where a warehouse works differently, for example a different cut-off or timezone.
  • Set operating days and hours on the default tab even if you only use fulfillment SLA. Response and task times depend on them.
  • Add holidays ahead of time so a shutdown day doesn't show as missed.

Common questions

How do I change when an order counts as on time? Go to Settings → SLA, select the default tab or a warehouse's tab, and choose the On-time rule. Then set either the on-time threshold in open hours, or the same-day cut-off time.

What's the difference between the default tab and a warehouse tab? The default tab's rule and operating hours apply to every warehouse that doesn't have its own. A warehouse tab overrides them for that warehouse only, and Reset to default removes the override.

How do I stop weekends counting against our SLA? Under Operating days & hours, switch off the days you're closed. Do this on the default tab for response and task times, and on each warehouse's tab if it has its own hours.

Where do I set holidays? On a warehouse's tab, under Holidays. Pick the date, add an optional label, and select Add.

Can each brand have its own on-time target? Yes. Under On-time target — per brand, pick the brand, enter its target, and select Save. Brands without their own target use the workspace On-time target.

How do I give someone access to the SLA section? Under Transparency Mode, select Add users, pick the people, and select Add. They can then see SLA data for the brands they belong to. Admins always have access.

How do I change the task completion target? Under Task completion target, enter the number of business hours and select Save. It applies to the whole workspace.