Fulfillment SLA

    Service-Level Agreement

    An internal agreement that sets a target time for each stage of order fulfillment, from proof to production to shipment.

    Why it matters

    A written SLA turns "we'll get to it" into a commitment a team can be held to.

    Related terms

    WISMO

    The shorthand for customer inquiries asking where an order stands after purchase.

    Made-to-order lead time

    The time between an order being placed and a made-to-order product being ready to ship.

    Perfect order rate

    The share of orders delivered on time, complete, undamaged, and correctly documented.