Fulfillment & Logistics

What Is a Fulfillment SLA? Is It Really Measured?

Rabia Koçhan — Operations Manager · 2025-01-16

One of the most frequently heard but most often misunderstood concepts in fulfillment processes is: SLA — Service Level Agreement.

What Exactly Is an SLA?

An SLA is a fulfillment partner's commitment to a certain quality and speed standard — for example, "X% of orders are shipped the same day." But for this commitment to mean anything, it has to be measured regularly and transparently.

How Should SLA Tracking Actually Be Done?

Genuine SLA tracking shouldn't rely only on end-of-period reports; it should be done through real-time monitoring. That way, deviations are caught instantly and corrective action can be taken quickly.

For Us, SLA Is a Daily Operational Discipline

We don't see SLA as a marketing number, but as the daily measure of our operational discipline.

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