SLA Compliance

ShipHero fulfillment SLA monitoring and reporting

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Total Orders
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On-Time %
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Breached %
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Avg Processing
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Error Rate

SLA Compliance Trend

Order Processing Times

Distribution of business hours from order to shipped

SLA Targets (Contract)

E-commerce Processing
8 biz hours
Mon-Fri 08:00-16:30
B2B/Wholesale
16 biz hours
Orders tagged "wholesale"
Inbound Processing
48 hours
Received to confirmed
Picking Error Rate
<1%
"Wrong item" returns / orders
Breach threshold: >10% orders exceeding 8h SLA triggers 10% fee rebate

SLA Breach Log

Order Client Type Order Date Shipped Processing Target Excess

Monthly SLA Report

Generate client-facing summary for monthly review