3PL SLA Tracking: Why Service Levels Only Matter If They Are Measured

Service level agreements sound reassuring on paper. Same-day shipping. Three-day receiving. High accuracy. The problem is not defining SLAs. The problem is knowing whether they are actually being met. This is why 3PL SLA tracking has become essential for brands that care about execution.

An SLA without tracking is just a promise. Tracking turns it into a management tool.

Why SLAs Break Down Without Visibility

Most brands assume SLAs are being met until something goes wrong. A retailer complains. Customers wait. Inventory piles up on the dock.

Maureen Milligan, Director of Operations and Projects at G10 Fulfillment, explains what customers expect. "A lot of the 3PL customer expectations are that order fulfillment is happening extremely timely, that our inventory is accurate, and that we're able to execute on their orders very quickly."

SLA tracking makes those expectations visible instead of assumed.

What SLA Tracking Actually Measures

SLA tracking covers more than shipping speed. It includes receiving timelines, pick accuracy, and compliance execution.

Joel Malmquist, VP of Customer Experience at G10 Fulfillment, describes how SLAs are defined. "An SLA is a Service Level Agreement for receiving, outbound, and B2B."

Tracking each stage shows where performance holds and where it slips.

Clean Data Is the Foundation of SLA Tracking

You cannot track SLAs without accurate operational data. Bryan Wright, CTO and COO of G10 Fulfillment, explains why.

"A good WMS tracks inventory through the warehouse at every point that you touch it," Wright says. "That is what allows us to measure performance."

If scans are missed or processes are manual, SLA reporting becomes unreliable.

Real-Time Tracking Prevents Escalations

When SLA performance is visible, teams act sooner. Connor Perkins, Director of Fulfillment at G10 Fulfillment, describes the impact.

"Our clients get best-in-class visibility and transparency," Perkins says. "They can see their daily orders and KPIs."

That visibility allows issues to be addressed before they become escalations.

Retail SLAs Raise the Stakes

Retailers enforce SLAs with penalties. Missed windows lead to chargebacks or canceled orders.

Holly Woods, Director of Operations at G10 Fulfillment, describes the pressure. "Target has a deadline for delivery and that's it, no exceptions. They'll just cancel the order."

SLA tracking helps brands protect those relationships.

Tracking Builds Accountability on Both Sides

Clear SLA data improves conversations. Matt Bradbury, Director of Sales at G10 Fulfillment, explains why transparency matters.

"Transparency and predictability help us build trust," he says.

When both sides see the same metrics, accountability becomes collaborative instead of adversarial.

Why Continuous SLA Tracking Beats Quarterly Reviews

Quarterly reviews look backward. SLA tracking looks at what is happening now.

Malmquist emphasizes improvement. "We're always looking for ways to improve."

Continuous tracking supports that mindset.

What 3PL SLA Tracking Really Delivers

Strong SLA tracking reduces surprises. It protects retailer relationships. It turns fulfillment into a measurable operation.

For growing brands, SLA tracking is not about penalties. It is about predictability.

The next step is straightforward. Choose a 3PL whose SLA tracking makes service levels visible every day, so performance is managed instead of assumed.