Audience: Retailers

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.

General guidelines

For more information about how performance is measured using business days, hierarchies, and calendars, see Getting started with performance monitoring.

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

Note: paused or onboarding suppliers are excluded from SLA measurement.

Step 1: Click the navigation menu 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:
Note: If you configure a rule based on the supplier warehouse, the supplier’s actual warehouse calendar settings may affect SLA violation trigger dates.

  • 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 Methods, SKUs, Supplier and Has Attribute). Note: The Has Attribute condition is useful for setting SLA expectations for orders that are based on one or more of these attributes: Channel, Required Delivery Date, or Order Type(such as Dropship or Marketplace). For recommendations on how to configure this and other SLA rules, contact your CommerceHub Account Manager.
  • 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.

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