The Dynamic Service Level Agreement (SLA) feature gives you more control over your fulfillment compliance through rule configurations. This feature will provide you with:
- Improved visibility into order fulfillment status while helping your suppliers meet customer promises.
- Early warnings when a fulfillment deadline is approaching.
- Clear communication when an important deadline has been missed.
About SLA metrics
As a retailer, you can configure the rules to specify how much time a supplier has to take a specific action – from acknowledging an order to shipping an order on time. The following metrics are available to all participating retailers:
- Created → Acknowledged measures the amount of time between when an order is available to a supplier in the Dsco platform and when the supplier receives the order (via stream, API, AS2, etc.). If the supplier does not acknowledge the order within the set time, the Dsco platform will create an exception.
- Created → Shipped measures the amount of time between when an order is available to a supplier in the Dsco platform and when the supplier completes all units on all line items of the order, marking them shipped or canceled. Orders that are not completed, shipped, or canceled within the set time are in exception and are called late.
- Shipped → Invoiced measures the amount of time between when a supplier ships the order and when the order is invoiced. Orders that are not invoiced on time are in exception and are called late.
- Return Request → Acknowledged measures the amount of time between when a return is requested by the retailer and when the supplier acknowledges (accepts or rejects) the return. Returns that are not acknowledged on time are in exception and are called late return acknowledgments.
- Cancel Request → Accepted/Rejected measures the amount of time between when a cancellation is requested by the retailer and when the supplier accepts or rejects the cancel request. If the supplier does not accept/reject the cancel request within the set time, the Dsco platform will create an exception.
- Inventory Update Frequency measures the frequency with which a supplier must update their inventory.
Configure your SLAs
Note: Once you've set up your rules, make sure your suppliers are aware of your performance expectations. If you need assistance, please reach out to Dsco Support at email@example.com.
Step 1: Click the Dashboard icon and select SETTINGS > SLA.
Step 2: Select the metric on the left for which you'd like to add rules.
Step 3: A description of the metric you chose is displayed. Click Add New Rule.
Step 4: Specify the rule name and click Next.
Step 5: Depending on the metric you selected, set up the rules accordingly:
- Select which order lines/suppliers will be affected by this rule.
- Determine if the rule's intent is to measure or exclude orders/order lines/suppliers from measurement. Selecting Do not measure will result in no deadlines being sent for the orders/order lines/suppliers identified by the rule.
- Specify whether orders/order lines should be measured against some or all of the conditions you set up.
- Click ADD CONDITION to set up the conditions that apply to this rule's requirements (including shipping method, SKU, and/or supplier).
- Change the order of your rules into a hierarchy. As orders/order lines are evaluated, the rules will be applied from top to bottom, starting with the first rule at the top of the hierarchy and the default rule at the bottom. Use the up and down arrows to place the rules in the order you prefer.
Note: The example below is for an order metric. Fields related to inventory will be displayed for inventory metrics.
Step 6: When you're finished, click Publish in the top-right corner to save the settings. All orders created after you publish the rule(s) will be measured against these rules.