GlossaryCarriers and services
SLA (Service Level Agreement)
A commitment that defines the level of service a provider must meet, such as delivery time, uptime or order processing time.
A service level agreement (SLA) sets measurable targets that one party commits to meet for another. In shipping, SLAs can cover carrier transit times, a 3PL's order processing time, or how quickly orders must be shipped after purchase.
Marketplaces often set their own shipping SLAs for sellers, such as a maximum handling time and on-time delivery rate. For software and APIs, an SLA usually covers uptime and support response times.
Learn more in our Shipping software articles.
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