How CIC Determines SLA Evaluation Values in Supplier Relationship Manager Scenarios

In Cleo Integration Cloud (CIC), SLA evaluation uses document-specific rules to determine when a response or acknowledgment is considered on time. CIC calculates expiration times by extracting values from document content—such as DTM or G62 segments—or by applying predefined fallback configurations when those values are unavailable. 

The logic CIC uses to evaluate SLAs varies based on the document type, the direction of the transaction, and the specific action being performed—for example, Create, Update, Cancel, or Finalize. This logic is tailored to ensure that SLA tracking is both accurate and correct for its context.

Role Context

In the case of Supplier Relationship Manager, you (the Cleo customer) are the Retailer, managing relationships with Suppliers (your trading partners). You typically:

• Send: 850 (Purchase Order), 875 (Grocery PO)
• Receive: 855 (PO Acknowledgment), 856 (ASN), 810 (Invoice)

Metrics and Document Flows

CIC tracks SLA metrics across three key document flows:

Each metric requires its own logic for determining expiration times, which are used to evaluate SLA compliance.

On-Time Acknowledgment (OTA)

On-Time Acknowledgment measures how quickly a PO (850 or 875) is acknowledged with an 855.

For 850 (Standard PO)

For Create and Update (850 or 860) actions:

• If DTM01 = ACK, use the expiration time from the DTM segment.
• Otherwise, use the fallback values.

For Cancel (850 or 860) and Finalize (855) actions, no expiration time is required.

For 875 (Grocery PO)

• For a Create action:
  • If an 875 is being created and G6201 = 64, use the value from the G62 segment for expiration.
  • Otherwise, use fallback values.
• For an Update action:
  • If an 875 is being updated and G6201 = 64 , use the value from the DTM segment.
  • If an 876 is being updated and G6201 = 64 , use the value from the DTM segment.
  • Otherwise, use fallback values.
• For Cancel (850, 860, or 876) and Finalize (855) actions, no expiration time is required.

On-Time Shipment (OTS)

On-Time Shipment measures how quickly a PO (850 or 875) or update request (860 or 876) is followed by a shipment notice (856).

For 850:

• For Create and Update actions:
  • If DTM01 is one of the following—010, 038, 175, 002, 063, 068, 079, 081, 084, 087—use the value from the DTM segment.
  • Otherwise, use fallback values.
• For Cancel and Finalize actions, no expiration time is required.

For 860:

• If DTM01 is one of the following—010, 038, 175, 002, 063, 068, 079, 081, 084, 087—use the value from the DTM segment.
• Otherwise, use fallback values
• For Cancel or Finalize, no expiration time required.

For 875:

• For Create and Update actions:
  • If G6201 is one of the following—10, 38, 02, 54, 17, 37, 39, 68, 70, 88, EP—use the value from the G62 segment.
  • If DTM01 is one of the following—010, 038, 175, 002, 063, 068, 079, 081, 084, 087—use the value from the DTM segment.
  • Otherwise, use fallback values.
• For Cancel and Finalize actions, no expiration time is required.

For 876 

• If G6201 is one of the following—10, 38, 02, 54, 17, 37, 39, 68, 70, 88, EP—use the value from the G62 segment.
• Otherwise, use fallback values.

• For Cancel or Finalize, no expiration time required.
   

On-Time Invoicing (OTI)

On-Time Invoicing measures how quickly an ASN (856) is followed by an Invoice (810).

• For a Create action, expiration time is always taken from fallback configuration.
• For Cancel and Finalize actions, no expiration time is required.