SLA monitoring

Service levels get settled after the fact, from tracking portals and whatever the carrier is willing to confirm, so nobody learns a target has been missed until the invoice or the complaint arrives. This workflow holds the agreed level for every carrier and supplier, with the measure, the window and the evidence required, then measures attainment as each delivery and each response closes. A projected miss raises a warning to the named owner with the shipment, the agreed target and the number of consecutive misses behind it, so something can be done before the window shuts. Attainment is reported per carrier, per lane and per contract, and a missed credit or penalty is raised against the clause it belongs to. The monthly pack shows the trend rather than the month, because one bad week is not a performance problem. What a human still decides is which measures belong in an agreement at all, how much notice a carrier gets before escalation, and whether a consistent miss means a conversation, a chargeback or a change of carrier.