Setting and Monitoring Delivery SLAs
How to configure delivery service level agreements (SLAs) in AskBiz POS — setting time promises by zone or order type, tracking SLA compliance, and managing breaches.
Key Takeaways
- An SLA is a promised delivery timeframe — AskBiz measures every delivery against it and flags breaches.
- Set SLAs by zone, order type, or customer tier — B2B clients may have contractual SLAs different from your standard consumer promise.
- SLA breach reports give you the evidence to investigate route efficiency or fleet capacity problems.
What is a delivery SLA?
A service level agreement (SLA) is a commitment about the quality of service you'll provide. For logistics, the most common SLA is a delivery time promise: 'Orders placed before 12pm are delivered the same day by 5pm.' Or for zone-based SLAs: 'Zone 1 deliveries are completed within 45 minutes of dispatch.' Breaking an SLA has consequences: for consumer customers, it damages trust and generates refund requests; for B2B clients with contractual SLAs, it may trigger penalties or service credits. AskBiz tracks every delivery against its SLA in real time.
Configuring SLAs
Go to POS > Logistics > Settings > SLAs. Click Add SLA. Define: Name (e.g. 'Standard Consumer', 'Zone 1 Express', 'B2B Contracted'), Scope (All Orders, a specific Zone, a specific Customer Type), and the Time Promise — either Max Delivery Time from Dispatch (e.g. 60 minutes) or Delivery by a Fixed Time (e.g. by 17:30 for same-day orders placed before 12:00). Set the SLA priority: if multiple SLAs could apply to one order, the highest-priority one is used. Save.
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See this in action for your business
AskBiz tracks these metrics automatically — just connect your data and start asking questions.
Start for free →SLA status on the Logistics dashboard
Every active delivery on the Logistics dashboard now shows an SLA indicator alongside its status. Orders comfortably within their SLA window show green. Orders approaching their deadline (within 15 minutes of breach) show amber. Breached orders show red. This real-time traffic-light system lets you triage quickly: prioritise the amber orders, investigate the reds. Click any order to see the exact deadline and how long remains. For breached orders, the audit trail records the breach time and all relevant status updates.
SLA compliance reporting
In Logistics > Reports > SLA Compliance, the report shows: total deliveries in scope, number meeting SLA, number breaching SLA, and your overall compliance rate as a percentage. Filter by date range, zone, driver, or SLA type. Sort by worst compliance to identify systemic problem areas. If your Zone 2 SLA compliance is 95% but Zone 3 is 62%, something structural is wrong with Zone 3 — too many deliveries per driver, traffic bottlenecks, or unrealistic time promises for that geography.
Responding to SLA breaches
For consumer orders, proactively notify the customer when an SLA is about to breach — don't wait for them to complain. The automated notification system (see Customer Notifications article) can send an ETA update when a breach becomes likely. For B2B clients with contractual SLAs, maintain a breach log: the delivery record shows the SLA deadline, the actual delivery time, and the breach duration. Share this with the client in your monthly service review — transparency about breaches, with a clear improvement plan, is far better than hoping they don't notice.