In a competitive market driven by speed, accuracy, and seamless customer experiences, businesses cannot afford disruptions in their supply chain. Whether you’re a scaling startup, a growing D2C brand, or an established enterprise, your success hinges on how well your logistics partner performs. This is where Logistics SLAs come into play.
An SLA isn’t just a contractual obligation—it’s a promise. A guarantee that your logistics provider will deliver the quality, reliability, and responsiveness your business requires. Understanding what should be included in your logistics SLA is key to ensuring accountability, performance, and ultimately, customer satisfaction.
In this blog, we break down the critical elements of logistics SLAs and what your provider must guarantee.
1. Delivery Timelines: Meeting the Speed Your Business Demands
One of the most essential elements of a logistics SLA is delivery time. Whether you promise same-day, next-day, or standard 3–5 day turnaround, your logistics provider must align with your commitment.
In today’s quick commerce environment, late deliveries can mean lost sales, refunds, and unhappy customers. Your SLA should clearly state:
- Time taken for order fulfillment
- Cut-off times for same-day dispatch
- TAT (Turnaround Time) for returns or exchanges
- Weekend and holiday processing policies
2. Order Accuracy: Getting It Right Every Time
Fulfilling the right item, in the right quantity, to the right customer is non-negotiable. Mistakes in order fulfillment lead to returns, reputational damage, and higher operational costs.
An SLA should include:
- Minimum order accuracy percentage (typically 99.5% and above)
- Accountability for errors in picking, packing, or labeling
- Clear SOPs for error handling and return logistics
3. Inventory Accuracy and Stock Visibility
Accurate inventory is the backbone of efficient order fulfillment. Your SLA must guarantee real-time updates, transparent stock movements, and accurate inventory reporting.
Ensure your SLA covers:
- Frequency of stock reconciliations
- Minimum inventory accuracy rate (e.g., 99.9%)
- Access to live dashboards or reporting tools
4. Scalability and Peak-Season Readiness
What happens when order volumes surge during a festival or flash sale? A robust SLA ensures your logistics partner can scale operations without compromising performance.
Look for SLA clauses that guarantee:
- Buffer manpower or automation during peak demand
- Minimum dispatch volumes per day
- Additional storage availability when required
5. Reporting, Penalties & Accountability
No SLA is complete without clear guidelines on reporting, review frequency, and performance penalties. Insist on measurable KPIs and regular performance audits.
Your SLA should define:
- Key metrics (TAT, accuracy, on-time dispatch rate, etc.)
- Monthly/quarterly review mechanisms
- Penalties for SLA breaches
Why SLAs Matter More for D2C Brands
For D2C brands, customer experience is everything. Unlike traditional retail, your logistics partner isn’t just part of the backend—they directly impact your brand’s reliability and trust.
Partnering with a provider who takes SLAs seriously means you can deliver on customer promises consistently—boosting brand loyalty and long-term growth.
Conclusion
At Emiza, we understand that logistics SLAs are more than just paperwork—they are the backbone of a brand’s service promise. As one of the top logistics companies in India, we back our SLAs with the infrastructure, technology, and expertise needed to meet and exceed expectations.
From accurate inventory control and real-time stock visibility to seamless same day dispatch, our logistics operations are built to be reliable, scalable, and brand-centric. Whether you’re looking for warehouses near me or support across metro hubs like warehouse in Mumbai or Bangalore, Emiza offers end-to-end fulfillment solutions tailored to your growth.
Looking to build a reliable logistics backbone with strong SLAs?
Choose Emiza. Let’s deliver better, together.
👉 Visit www.emizainc.com to get started.
