The service level agreement (SLA) is the amount of time within which our platform calculates your routes will be delivered, starting from the time of pickup.
The default SLA is 2 hours from the time of pickup. This means that when you post, the route will be offered to couriers who can deliver within 2 hours of pickup (according to our system's calculations). If a courier is already delivering other packages and can't deliver your items within the SLA, that courier won't be offered your route.
Likewise, when you bundle deliveries in the merchant portal, the system will create each route so that they can be delivered within the SLA.
Please note that when you post/ when your scheduled delivery posts, it may take time for the courier to travel to your location and pick up. This travel time is not considered part of the SLA window.
If you would like to discuss your SLA or have any questions, please contact firstname.lastname@example.org.