Help CenterZones, hubs & SLA

SLA rules

Admin portalZones, hubs & SLAUpdated today

Set how long an order may stay in a status before it is At risk or Breached.

Before you start
  • Creating and editing rules needs the Manage SLA rules permission. Getting alerts needs Receive SLA alerts.
1

Open SLA rules

SLA rules is under System.

SLA rulesSample screen
SYSTEM
SLA rules
SLA rulesFilters1At risk · 80%2New rule
3All3Active2Inactive1
StatusServiceTime allowed
UnassignedSLA-01 ActiveAny service30 min⋯
Out for deliverySLA-02 ActiveSame Day4 h⋯
4The most specific matching rule applies to an order. Timers count operating hours only.
  1. At risk · 80%. Opens the at-risk level. It is the share of the allowed time after which an order is flagged At risk.
  2. New rule opens the rule form.
  3. Quick filters. All rules, Active rules or Inactive rules.
  4. The note under the list. When several rules fit an order, the most specific one applies. Timers run on operating hours only.
2

Read the rules list

One row for each rule.

SLA rulesSample screen
1 Status2 Service3 From → To zone4 Time allowed5 At risk from
UnassignedSLA-01 ActiveAny serviceAny → Any30 min24 min⋯
Out for deliverySLA-02 ActiveSame DayAl Olaya → Al Rawdah4 h3 h 12 min⋯
In hubSLA-03 InactiveNext DayAny → Any6 h4 h 48 min⋯
  1. Status. The status the rule times. Under it are the rule ID and an Active or Inactive pill. Click the pill to switch the rule on or off. An inactive rule is kept but ignored.
  2. Service. One service, or “Any service”.
  3. From → To zone. The pickup zone and the delivery zone. “Any” means every zone.
  4. Time allowed. How long an order may stay in the status.
  5. At risk from. When the order turns At risk: the time allowed multiplied by the at-risk level.
3

Create a rule

Press New rule. A rule says: for orders in this status, on this service, between these zones, allow this many minutes.

SLA rules › New ruleSample screen
New SLA rule✕
WHEN
Unassigned ▾
Any service ▾
Any zone ▾
Any zone ▾
TIME ALLOWED
30
= 30 min · at risk after 24 min
Active6
CancelCreate rule
  1. Status. The status to time. You can pick any status an order can still leave, from Created to Returning. Delivered, Returned, Cancelled, Lost and Damaged are not offered, because the timer would never stop.
  2. Service. One service, or Any service.
  3. From zone. The pickup zone, or Any zone.
  4. To zone. The delivery zone, or Any zone.
  5. Time allowed. Whole minutes. A preview turns them into hours and shows when the order turns At risk.
  6. Active. An inactive rule is kept but ignored.
TipTimers count only your operating hours. There is no pause. To stop a timer, move the order to a status that no rule covers.
4

Know which rule applies

When several rules fit an order, the most specific one applies: the one that names a service or zones rather than Any. The order shows its rule and its timer.

RuleConditionsTime allowedApplies to a Same Day order from Al Olaya to Al Rawdah, Out for delivery?
SLA-02Out for delivery · Same Day · Al Olaya → Al Rawdah4 hYes. It is the most specific.
SLA-04Out for delivery · Any service · Any → Any6 hNo. A more specific rule fits.
5

Keep rules apart

Edit, duplicate or delete a rule from its menu.

SLA rulesSample screen
A rule’s ⋯ menu
1 Edit rule
2 Duplicate
3 Delete
When you save the rule form
4Same conditions as SLA-02. Edit that rule instead.
  1. Edit rule opens the rule form.
  2. Duplicate makes an inactive copy at once. Change its conditions before you switch it on.
  3. Delete removes the rule.
  4. Two active rules cannot have the same conditions. The form shows this message and will not save. A rule that matches an inactive rule is allowed.
6

Set the at-risk level

Press At risk on the list to choose when an order turns At risk.

SLA rules › At riskSample screen
At-risk level✕
80
2Example: 4 h allowed → At risk after 3 h 12 min.
3Timers count operating hours only · Sat–Thu, 08:00–22:00 · Asia/Riyadh
4Alerts go to users who receive SLA alerts, for their hub when Hub management is on.
CancelSave
  1. At risk at. A number from 10 to 99. The default is 80. It applies to every rule.
  2. The example shows what the number means for a 4-hour rule. The order is flagged Breached when the time runs out.
  3. Operating hours. Your company’s operating days and hours and its time zone. Time outside them never counts.
  4. Who is alerted. Users with the Receive SLA alerts permission. With Hub management on, each user is alerted about their own hub.
7

Follow the alerts

Orders that are At risk or Breached are flagged on the order, in the Orders quick filters and in the Dashboard counters. The bell tells the people who need to act.

SLA alertsSample screen
13
23 orders breachedUnassigned > 30 min · Riyadh North Hub
3ORD-004836Rule SLA-01 · Unassigned
28 min of 30 min used  At risk
  1. The bell. It turns red and shows how many orders are breached or at risk. Users with the Receive SLA alerts permission see it. With Hub management on, each user sees their own hub.
  2. An alert line. Click it to open Orders, filtered to those orders.
  3. The order panel shows the rule that applies and its timer, and whether the order is At risk or Breached.

Screens are simplified drawings with sample data. Your portal may look a little different, but the names and steps are the same.

Common questions

Why can I not pick Delivered or Cancelled?

The order never leaves those statuses, so the timer would never stop.

Does the timer run at night?

No. Only operating days and hours count.

Can two rules have the same conditions?

Not if both are active. Change one of them first.

Does a rule change orders that already exist?

Rules are checked against orders in the status, so a change applies to them going forward.

Related guides

ServicesHubsCut-offs and Deliver by
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On this pageOpen SLA rulesRead the rules listCreate a ruleKnow which rule appliesKeep rules apartSet the at-risk levelFollow the alertsCommon questions