SLA Hours Configuration

The Service-Level Agreement (SLA) hours configuration is the maximum time that an order is declared delayed. This configuration is available in the Configuration Portal (SI portal).

SLA Hours

These definitions are configured and can be enabled in your SI Portal, which is not accessible externally yet. Contact your assigned Magento Technical Account Manager (TAM) to change this configuration.

Custom Attributes

The SLA hours field is expected to contain the key of a custom attribute at an order level. This custom attribute must contain the date-time of expected delivery. The format of this custom attribute must be like:

{
                "name": "planned_flight_datetime",
                "value": "2018-06-22T05:00:00+00:00"
            }

In this case, the order will be flagged as delayed for the specified timeframe defined in your SLA hours.