There are times when you may ask yourself, “What are my SLA data points that DCL needs to meet."
All information below is based on a generic client contract. Please review your business contract for the most accurate information.
What is an SLA?
SLA (Service Level Agreement) refers to the specific service guarantees outlined in each customer’s contract with DCL. These agreements define fulfillment and inventory standards, including shipping deadlines, restocking timelines, returns processing, and other service commitments.
What is included in a typical SLA contract?
We have four main SLA data points, these are outlined in more detail below.
Shipping
Product Receiving
RMA Receiving (Returns)
Cycle count accuracy
1. Shipping
Here are some typical SLA shipping deadline guarantees.
Domestic Small Parcel Orders
B2C - Orders received into the DCL system for fulfillment before the agreed-upon cutoff time will ship the same day.
B2B - Orders received into the DCL system for fulfillment before the agreed-upon cutoff time will ship within two business days.
LTL and Large Orders (11 or more cartons)
B2B - Orders received into the DCL system for fulfillment before the agreed-upon cutoff time will ship within two business days, including LTL routing.
What shipping order types contribute to the SLA?
DCL has three order types: Normal, Hold, and Back Order.
Normal: Normal orders are orders with no stock shortages or other issues preventing shipment. These orders will meet the SLA
Hold: Hold orders are orders flagged not to ship. Orders can be placed on hold when they are first received into the DCL system with a hold flag, when a customer requests a delay in shipping, or temporarily by DCL while stock is being replenished to a shipping line.
Backorder: Orders will go into backorder if no stock is available. Orders currently on back order will not follow the SLA.
2. Product Receiving
Products arriving on our receiving dock will be received and available for shipments or value-added services by the next business day if received before noon.
Do I need to give DCL any prior notification of incoming product
Yes! DCL requires advance notification at least 48 hours prior to the product arriving on our receiving dock to be included in the above SLA contracted timing.
3. RMA Receiving (Returns)
Customers have SLAs built in to handle returns in a timely manner. The return SLA window is two business days from the time of DCL’s receipt of the return.
Question: My returned order physically arrived on Friday and was systematically processed on Tuesday. Does this count against the SLA?
Answer: No. The weekend hours do not count towards your returns SLA.
Question: My return was received on Monday and was processed on Wednesday. Is this within the SLA performance?
Answer: Yes. Because it was processed within 2 business days.
4. Cycle Count Accuracy
Cycle counts help ensure that your product inventory levels stay accurate. Each service level agreement will have an accuracy percentage goal. Our system automatically sets up cycle counts based on the “Cost of Goods” (COGs). You can find more information on our cycle counting process here.
FAQ
Do orders on hold follow the SLA?
If an order is placed on hold to replenish a shipping line, it will still follow the SLA. If an order is placed on hold for any other reason, it will not follow the SLA. DCL will ship the order once the hold is released.
If an order is on back order and stock becomes available, will it meet SLA?
The SLA commitment will begin once stock is available. For example, if stock becomes available before the agreed-upon