What is a SLA and how to set them for shipping companies

Created by Mamoon Aleswed, Modified on Thu, 13 Jul 2023 at 10:25 AM by Malek Al Najdawi

An SLA, short for Service Level Agreement, serves as a contractual arrangement between a supplier and a customer, outlining the minimum acceptable level of service to be provided. In the context of shipping companies, an SLA establishes the timeframe within which the processing and delivery of an order will take place. For instance, an SLA may specify that 90% of all packages will be delivered within 24 hours, and 100% within 48 hours.

In OTO two types of SLAs are defined: 

Pickup SLA:

The pickup SLA refers to the initial attempt made by the shipping company to collect your shipment. Once an order is assigned to a shipping company, it is expected to be picked up within the designated pickup SLA timeframe.

Delivery SLA

Similarly, the delivery SLA pertains to the duration in hours between the creation of a shipment and the successful delivery of the package. The specific timeframe for the delivery SLA may vary depending on the shipping zones involved.

To set an SLA for shipping companies in OTO, follow these steps:

- Navigate to "Shipping partners" from the sidebar menu.

Select the desired shipping company.

  • Fill in your credentials according to your contract with the delivery company


  • Type in the SLA in hours and save the change from the top right corner.

** Please note that this feature is only available for Scale Plan users

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