Define production lead times for specific product categories and customers. SLA configuration controls when an order is expected to be dispatched relative to when it was received.
Checklist:
Understand how the Global SLA baseline works
Define additional production days per product category per customer
Adjust the SLA Day Start Time (cutoff) if required
Use negative padding if a customer requires a shorter lead time than the global default
Understanding SLA Basics
Global SLA — the baseline production lead time that applies to all customers unless overridden. It is configured at the tenant level and represents your standard production capacity commitment.
Customer-level SLA — additional days added to (or subtracted from) the Global SLA for a specific customer and product category. This is where you handle exceptions — customers with negotiated faster or slower turnarounds.
SLA Day Start Time (cutoff) — the time of day that determines whether an incoming order counts as Day 0 or Day 1:
Order received before the cutoff → SLA Day 1 (production starts today)
Order received after the cutoff → SLA Day 0 (production starts tomorrow)
The default cutoff is 2:00 AM. This can be configured to the minute — e.g., 1:30 AM or 23:45 — if agreed with the customer.
Detailed Setup Instructions
Navigate to Dispatch Production → Manage → Manage SLA to access the SLA configuration.
1. Check the Global SLA
The Global SLA is shown at the top of the Manage SLA page.
This is the baseline used for all customers without specific overrides. Contact your admin if the Global SLA needs to be changed.
2. Configure Customer-Specific SLA
Find the required customer in the list.
Click Add/Edit.
Select the product category from the dropdown.
Set the number of additional SLA days:
Positive values (e.g., +2) extend the lead time beyond the Global SLA — use for complex or slower product categories.
Zero (0) means the customer uses the Global SLA for that category.
Negative values (e.g., -1) reduce the lead time below the Global SLA — use when a customer has a contracted shorter turnaround. The result cannot go below 0 total days.
3. Adjust the SLA Day Start Time
Select the adjusted SLA cutoff time from the dropdown if agreed with the customer.
Times are configurable to the minute — use the exact time in your SLA agreement, not just the nearest hour.
Leave at the default (2:00 AM) if no specific cutoff has been agreed.
4. Product Model Visibility
SLA configuration is set at the product category level. All product models within that category inherit the same SLA.
If you need different lead times for specific product models within the same category, contact support — this requires a configuration change at the product model level.
If a product category doesn't appear in the dropdown, it may not be enabled for your tenant or that customer. Check the product model setup.
FAQs
What is the difference between the Global SLA and customer-level SLA days?
The Global SLA is the baseline for all orders. The customer-level additional days are added on top (or subtracted). For example, if Global SLA = 3 days and a customer has +2 for Apparel, their Apparel SLA = 5 days.
Can I set a negative SLA to give a customer a faster turnaround?
Yes. Enter a negative number of additional days (e.g., -1). The system will calculate the effective SLA as Global SLA + (negative value). The minimum effective SLA is 0 days.
Can I configure the cutoff time to something other than a full hour?
Yes — the cutoff is configurable to the minute. If your agreement specifies a cutoff of 1:45 AM, set it exactly. Rounding to the nearest hour may cause dispatching discrepancies.
What happens if no SLA is configured for a product category?
The Global SLA applies. Only categories with explicit overrides deviate from it.
Can different customers have different SLA cutoff times?
Yes — the cutoff time is set per customer, not globally. Each customer can have their own agreed cutoff independent of others.
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