Glossary
SLA (Service Level Agreement)
Definition
The performance commitment a marketplace holds a seller to — most often the window within which an order must be dispatched.
Marketplace SLAs are enforced with metrics rather than conversations. Breaching them affects visibility, buy-box eligibility and sometimes account standing.
Because dispatch SLAs are measured in hours, they are won in the warehouse: how quickly today's orders become a pick list, labels and a recorded courier handover.