Audience: Suppliers
Retailers can configure SLA rules to specify how much time a supplier has to take a specific action – from acknowledging an order to shipping an order on time. These rules are applied to individual orders to create SLA contracts (such as deadlines).
For more information about how SLAs work, see Understanding SLA rules and deadlines.
Here is a list of available metrics and how they are measured.
Order Metrics
|
Metric |
Measures |
Contract Creation |
Contract Completion |
| Created > Acknowledged |
The maximum allowable time for a supplier to acknowledge an order once it becomes available. |
An order is made available to the supplier. |
The supplier acknowledges the order via the web application, API, or file-based message. or The supplier ships and/or cancels the order. |
| Created > Shipped |
The maximum allowable time for the supplier to completely ship or cancel an order item once it becomes available. |
An order is made available to the supplier. |
The supplier ships and/or cancels the order item. or The retailer submits a cancel request for the order item. |
| Cancel Request > Cancelled |
The maximum allowable time for the supplier to respond to a cancel request from a retailer. |
A cancel request is submitted by the retailer, either for an order or an order item. |
The supplier ships and/or cancels the order. |
| Shipped > Invoiced |
The maximum allowable time for the supplier to invoice an order after it has been shipped. |
An order has been closed and at least partially shipped by the supplier. |
The supplier submits an invoice for the order. or The retailer submits a return request for the un-invoiced order. |
| Return Request > Acknowledged |
The maximum allowable time for the supplier to respond to a return request from the retailer. |
A return request is submitted by the retailer. |
The supplier has acknowledged the return request, either by accepting or rejecting the request. |
Inventory Metrics
|
Metric |
Measures |
Contract Creation |
Contract Completion |
| Inventory Update Frequency |
The maximum amount of time allowed to pass between inventory updates from a supplier. |
The last time a supplier submitted an inventory update. |
The supplier submits an inventory update. Note that the supplier is only required to send a “heartbeat” - not all SKUs need to be updated, quantities do not need to change, status is not considered. |
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