An SLA problem should surface before the customer reports it.

• →SLA status is reviewed weekly instead of continuously.
• →The first sign of a breach is the customer calling to ask what happened.
• →SLA terms live in contracts nobody has connected to live job data.
• →Breach patterns by lane, customer, or vendor go unnoticed because nothing aggregates them.

• →Continuously checking job status against SLA terms and flagging at-risk jobs.
• →Alerting the operations lead with enough lead time to intervene.
• →Aggregating breach patterns by lane, customer, or vendor for review.

• →Deciding how to communicate a breach to the customer.
• →Judgment calls on service recovery.

Jobs affected by circumstances outside the SLA’s control (documented force majeure, customer-caused delay) are flagged separately rather than counted as a standard breach.

SLA terms are centralized against the TMS job record, so monitoring reads live status against agreed terms instead of a separate spreadsheet.

Centralize SLA terms against job records in the TMS, build continuous status checks, and alert operations before the SLA window closes.

Estimate using: SLA breaches per month currently caught late x average cost per breach (credits, expedite fees, account risk) x the portion that earlier warning would have prevented.